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Evolution of the Virtual Sales Rep: Taking Buyer Experience to the Next Level

Evolution of the Virtual Sales Rep: Taking Buyer Experience to the Next Level

This IDC Insight explores the early trend of the extremely automated "virtual" sales rep — the new role evolving to meet the expectations of today's self-sufficient buyer for high-service levels. This emerging hybrid of marketing and sales with a healthy amount of customer service thrown in is a far cry from the historical "me and my quota" sales rep. IDC provides guidance to both the CMO and the CIO who have critical roles equipping this team for success. To sensitively engage with customers, virtual sales reps must be provisioned with data, technology, and an unprecedented level of sophisticated and nuanced content.

IDC Opinion
In This Insight
Situation Overview
Marketing's Challenge: Digital May Never Be Enough
Sales' Challenge: Coming to Grips with a Self-Sufficient Buyer
An Adaptation of the Traditional Sales Model Is Needed
Meet the Virtual Sales Rep with the B2B "Genius Bar" as a Role Model
It Takes a Village to Offer Five-Star Concierge Service
Cost Efficiencies
Future Outlook
Essential Guidance
Deploy the Right Marketing/Sales Mix for Your Business Model
Purchase Risk Is the Defining Factor
Design a Technology Strategy That Considers Both Buying and Selling
Automate the Buying Service
Technology Support for the Virtual Sales Rep
Make Customer Creation Into an Enterprise Practice
Ditch the Serial Handoff Between Marketing and Sales
Expand Marketing's Roles
Superior Sales Enablement
Recruit and Educate the "Concierge"

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