Change is a constant, especially in the past two years. We are all familiar with the move toward remote work, online sales, and post-pandemic tremors that continue to shake many companies.
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In order for your company to meet its revenue goals, you must be up-to-date on the top buyer trends in both B2C and B2B markets.
1. Buyers have a world of information available to them
When 90% of consumers research products online before purchasing, it is important that your sales people adjust their messaging. They don’t need to explain what a product or service is. Potential customers already know that.
As they are faced with an array of valid choices, buyers are looking to understand why they should choose you over others. Sales teams need to persuade rather than explain. Plenty of competitors produce similar products or services at a similar value or price, so you are left with just one way to differentiate yourself: the way you attend to your customer.
You are more likely to make a sale if your buyer feels they have received fast, personalised attention.
When most other product- or price-related aspects are essentially equal, you are more likely to make a sale if your buyer feels like they have received fast, personalised attention that solved their problems in a friendly way.
2. Outstanding customer experience is no longer the __exception. It’s the rule
To keep up with growing post-pandemic customer experience expectations, companies must be fast, responsive, personalised, and technologically innovative. Considering that 86% of buyers report that they would pay more for a great customer experience, it’s clear that this is a critical next step in improving your sales performance.
It all boils down to a few key qualities: simplicity and personalisation.
Buyers want to be able to contact companies quickly and comfortably. Chatbots and social media messaging are key tools for this. And the more you can leverage AI to personalise real-time responses, the better.
3. Focus on the well-being of your sales team
Especially during the pandemic, sales teams kept companies afloat. Despite financial underperformance due to extenuating circumstances, they were still valued within the organisation. However, the world is going back to normal, which means high quotas, revenue objectives, and little recognition for extraordinarily difficult work.
By celebrating staff’s smaller success, companies foster supportive environments and increase their team’s job satisfaction. This leads to higher motivation and better results across the board. Happy staff bring in satisfied customers, refer friends to join the team, and generate more revenue.
When you create a positive atmosphere for your team, it will spill over to your clients and all aspects of your business.
4. Data is worth more than gold. Use it
Invest in strong sales capabilities to make realistic predictions considering your current situation and industry trends. Sales data can also highlight strategies or products that aren’t successful, giving you the chance to identify why and what to do.
For example, collecting demographic information on the outcomes of your email campaigns means you can adjust your messaging to target the right groups. Or, if an online product has a fantastic number of views but few purchases, you might want to investigate problems in the purchasing platform.
5. Sales have gone digital, and there’s no going back
Gartner analytics predicts that by 2025, 80% of all B2B sales interactions will occur online. This means your sales team will have much less face-to-face time with your customers. But they still must sell just as effectively.
Effective CRM software is key here to streamline digital workflows. Furthermore, your sales staff can learn to personalise online communications. Finally, make sure all web pages and social media presences are up-to-date and easy-to-use. A poor online experience is an immediate turn-off to future buyers.
50% of buyers stop visiting a poorly designed webpage, even if they like the product.
Find the right CRM for you
Doing good business is all about Sales Performance Optimisation: how well you know your customers, and how quick you are. So stay on top of these buyer trends, deliver customer service excellence, and be agile, and you’ll be well on your way to future sales success.
Take TIME Investments, for example. Our extensive discovery process helped us implement CRM that takes into account TIME’s business objectives, incorporating them into an adaptive design built for long-term growth and success.
It’s now or never to get ahead of these trends, and at redk, we have the experience and expertise to deliver the solutions you need to do just that. Learn more about our services today
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Hideki Hashimura
Lead Consultant
CRM Transformation Practice at redk
Hideki applies over 15 years of experience in the field of CRM and Customer Experience to overcome business challenges in the customer cycle.
