The sales/service channel and OEMs independently create customer profiles with minimal coordination in bringing buyers through their journey.
Goals and Objectives
The objectives are higher conversion rates of prospective buyers, higher revenue, and higher levels of customer satisfaction and greater customer loyalty.
– Hardware: Servers, storage, IoT, smartphones, and tablets
– Software: Big Data/analytics, cognitive/AI, machine learning, cloud, mobile, CRM, SLM, and office tools
– Services: Business services
Use Case Summary
More visibility in the sales/service channel will result in unified customer profiles, enabling seamless experience for customers across touch points throughout the customer journey.