Design a delightful customer experience with guided selling
Identify existing
bottlenecks
Before you can improve your sales process, it’s important to identify gaps in your
existing configure, price, quote (CPQ) sequence. These gaps might include: (1) internal
legacy systems that add unnecessary complexity to the sales process, (2) a lack of
timely responses to sales inquiries, or (3) missing or mismatched information in the
buyer journey.
While 9% of B2B buyers say it’s taking less time for their companies to make a
purchasing decision, a whopping 54% disagreed, saying the process is getting
longer.3 To overcome this obstacle, sellers need to work harder than ever to identify
and eliminate bottlenecks in the sales process.
54% of B2B
buyers agree that
the purchasing
process is getting
longer.
5
According to Forrester research, modern customers want to buy the right products in
their preferred channel. Legacy software limits the ways that customers can engage
with a company, hinders the ability of sales to drive additional revenue, and reduces
the number of ways a company can get its products in the hands of customers.4
A fine-tuned CPQ engine reduces friction in the sales process and empowers
your team to drive additional revenue while also giving customers the freedom to
co-create the solutions and consume them in a way that’s most convenient for their
business model.
3
Take a conversational
approach
Interacting with online buyers in a conversational way makes an otherwise cumbersome
configuration process far more engaging.
Complicated configuration processes typically lengthen the sales cycle, which isn’t good
for the buyer or the sales organization.
Instead of hitting customers with every configuration option at once, consider creating an
iterative guided selling experience that helps the buyer find the right solution through a
series of branching questions, delivered one at a time, that include helpful hints. A CPQ
platform can provide the tools needed to implement this experience.
It’s proven that
better buying
experiences
lead to greater
customer loyalty.
8
• O
n average, best-in-class CPQ users experience 5 times greater growth in revenue
year-over-year.6
• C
onsumers are more sophisticated than ever and are insisting on an "Amazonlike" customer experience with real-time interaction, extensive price and inventory
transparency, and robust guided selling.7
4
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