Infosys’ blog on industry solutions, trends, business process transformation and global implementation in Oracle.

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Enhancing Sales Effectiveness and Customer Experience in High Tech Industry

In a world of relentless competition, differentiation is the key to sell your products and services, thus increasing the revenue and the profitability. The problem to differentiate tangibly is accentuated in the high-tech industry where companies manage multi-vendor supply chains, face ever shortening product life cycles, have to grapple with a complex CPQ function due to complexities around bundling of products, services and software, indulge in frequent product innovations and orchestrate complex multi-channel distribution. With so much focus on business operations and fulfillment, it is very easy to lose sight on rising expectations and changing needs of customers, channel partners and lose overall sales effectiveness.

Therefore, high-tech companies need to have dual focus of increasing flexibility and scalability at the operational level plus improve its customer experience strategy. Thus, the high-tech companies need to look inwards for improving sales productivity and reduce operational cost. Companies also need to look outward by providing multi-channel yet simple; world-class yet localized; uniform yet personalized experience to its customers. To achieve the goal of enhanced customer experience it is imperative that the business strategies and IT goals are aligned and are in sync at all times. Business brings insights into customer expectations & needs, buying behavior and what would delight them. IT chimes in by bringing the cutting edge technology framework and system which enables business to focus on revenue generation rather than just revenue fulfillment. Thus, it is imperative for these companies to have a framework which should enable persistent customer engagement by allowing sales to respond faster and with accuracy, allow access of key information anywhere-anytime on platform of choice to its customers.

This blog is posted on behalf of Abhishek Goyal, Associate Vice President and Oracle Delivery Partner, Infosys.

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