The customer of today is far more knowledgeable, educated, and demanding than ever before, leaving businesses and their sales staff struggling to stay relevant. With a surfeit of information available online, sales staff are no longer the custodians of knowledge they once were. As a result, many resort to "price" as their primary lever for differentiation, leading to:
- Declining business performance
- Compressed margins
- Rep churn, and ultimately
- Customer churn
These competitive pressures also come at a time when customers are expecting more from their suppliers – more in the way of information and interactions that are both value-adding and personalised to their individual needs. As a result of these shifting market dynamics, businesses are attempting to arm their sales staff with insights and training. But most of these "insights" are generic in nature, while the sales training instructs sales staff to "add more value" to customers and move the conversation away from "price" without explaining "how." The reality is that sales staff are not analysts, and marketing departments are ill-equipped to provide the individualised customer research, analysis, and insights that sales reps need to change the conversation (and become more value-adding).
Complexica's Customer Opportunity Profiler (COP) can provide your sales team with automated research, analysis and insights for each individual customer and prospect. By providing the right information, to right sales rep, at the right time, sales staff can engage in data-driven conversations that result in greater customer engagement and higher-value orders. Sales staff can also provide customers with insights and suggestions that are truly value-adding, rather than something generic or commonly known.To explore how Complexica's Customer Opportunity Profiler (COP) can automate the complex process of generating research, analysis, and insights for customers and prospects, please contact us