Laurent Junique who was the Chairman for the "Improving Contact Center Performance" subgroup of the conference presented DMAsia with highlights into how to get more out of a salesforce by combining it with an efficient telecoverage support.
He particularly emphasized on the disconnect between the purchasing cycle and the way salesforces are generally organised. Mr Junique said "One salesman needs to satisfy many different decision makers with different skills at different times"
To be successful B2B companies need to integrate several departments into the sales delivery - Marketing Communications, Sales, Telemarketing, etc. and while many have invested into CRM platforms there are doubts as to whether these expensive software investments are paying off.
Due to the complexity of the department integration the strategic analysis and operational aspects of salesforce optimization have taken a priority over the IT infrastructure in the mind of CEOs and marketers.
Outsourced close loop management, leads qualification, targeted communications, channel telesales have suddenly become the subject of our times. |