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The Field Service Experience Boosts the Next Sale

Publisher IDC
Published Mar 15, 2023
Length 6 Pages
SKU # IDC17809780

Description

The Field Service Experience Boosts the Next Sale

This IDC Market Perspective explores the opportunity between the aftermarket service operation and the sales organization to enhance revenue and personalized customer outcomes. "Today's digital-first B2B buyer expects a buying journey that is holistic, nonlinear, and highly personalized. Still, organizations continue to operate in highly siloed ways that fail to link buyer interactions across customer-facing teams," says Michelle Morgan, research manager, Sales Productivity and Performance at IDC. "This disconnect is particularly damaging between sales and service teams, partially due to the fact that marketing and sales fail to understand just how important the aftermarket team is to their customer experience and revenue goals. As more organizations move to an "as-a-service model," post-sales growth activities and interactions will become imperative to customer retention and brand trust.

Please Note: Extended description available upon request.

Table of Contents

6 Pages
Executive Snapshot
New Market Developments and Dynamics
Scenarios/Use Cases
Consumerization of the B2B Experience
Single Source of Truth for a Seamless Customer Journey
Customer Loyalty, Lifetime Value, and Enhanced Share of Wallet Through Service
Advice for the Technology Supplier and Services Provider
Learn More
Related Research
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