Today’s customer expects your organization to demonstrate that you understand their specific needs and circumstances and will adapt the experience accordingly. In fact, a recent survey discovered that 72 percent of customers expect vendors to personalize engagement to their needs.
In order to address this, organizations must reinvent go-to-market models to focus on the customer experience. This realignment around the customer requires a new framework for sales organizations that focuses interactions around a holistic view of a customer—bringing marketing, sales, service, and commerce together with the middle and back office—to provide the unified, relevant experience customers expect.
Bringing together front-office transformation know-how and Salesforce customer relationship management (CRM) technology, KPMG and Salesforce can help you build a customer-centric sales organization and extend that customer focus throughout the entire enterprise.