Are your Salespeople Meeting Customer Expectations? Here are 3 Metrics You Need to Track

By Ed Barfield for GreatAmerica – Customers are raising the bar. These days, they expect much more from their sales reps. These new expectations have changed how customers perceive business relationships, which makes the customer experience more of a priority than it has ever been. We all agree that technology has changed the playing field for sales, and the advent of Buyer 2.0 has now spawned Seller 2.0. It’s also important to understand that it’s not all on sales; customers expect a stellar experience out of every level of your organization. They demand your commitment to their success, and if they don’t feel that, you will have a hard time gaining their business and loyalty.

While consumers in the B2C space have behaved this way for some time now, it’s a rather new expectation in the B2B world. It’s now fast becoming the standard with 82% of B2B buyers desiring to have the same experience they receive in their B2C transactions. (data provided by the 2018 Salesforce “State of Sales” report.)

While customer experience has always been a factor for service teams, it hasn’t been the number one priority for salespeople who have historically kept a high focus on selling. But winning deals is no longer about the price. Now it’s about how well your salesperson understands the customers’ unique market and preferences.