Unleash The Power Of Commercial Integration Through The Promise Of Buyer Learning

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Unleash The Power Of Commercial Integration Through The Promise Of Buyer Learning
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DYK sales organizations that prioritize alignment with marketing are 3x more likely to exceed new customer acquisition targets? Read more in DG_Report about unifying commercial strategies from GartnerSales experts Mike Katz & Billy Luckey: SalesTips

As consumers, we immediately turn to self-service digital channels for almost all our purchases, whether it’s something small, such as house supplies and food, or large, like TVs and cars. B2B buyers

This is all great news for buyers who are buying where and when they want and have increased power. However, the reality for leaders of commercial organizations is messier. The survey highlights that a sales representative’s involvement in buying tasks decreases the likelihood of deal quality. Buyers whose purchase decisions are primarily led by sales reps are less likely to complete a high-quality deal compared to both self-navigated buying and a hybrid approach.

The first issue is that customers are receiving inconsistent support, information and guidance across supplier channels. Most buyers encounter conflicting information from supplier resources, with the supplier website and salesperson as the most common points of misalignment. This inconsistency often results from sales and marketing operating in silos and generates a lack of high-quality deals.

The problem is that what buyers say they want is different from what they ultimately need.While commercial organizations have made it easier for customers to quickly follow through on decisions they’ve made, companies have overlooked the fact that many customers need to slow down and think more deeply about their purchase.Through our research, we set out to understand what buyers actually need.

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