Our global panel on this KPMG Customer First podcast discusses the impact COVID-19 has had on the sales space and how, while the future of the function is somewhat unclear, organizations can place themselves in good stead to weather the turbulence. The future of sales relies on trust and proactivity, alongside broader investment in technology and AI, to ensure meaningful data collection is captured to help inform the sales process. Winning the customer’s trust is key to success as we enter into the "new reality."
- Tom Lurtz, Partner, KPMG in Germany
- Walt Becker, Principal Sales Transformation Lead, KPMG in the U.S.
- Aditya Rath, Partner, KPMG in India
We invite you to listen to the recording in its entirety or jump to the moments of highest interest to you.
Moments of interest
00:42 How the connected customer is changing the marketing operating model
03:00 The ‘always on’ customer
05:27 Digitization, the multi-channel landscape, and solution-focused interactions
08:55 Driving value through technology and the advent of AI
13:56 The persona-driven sales process and developing customer relationships
18:25 Utilizing data to create meaningful connections
23:18 Sales spend management and determining an ROI
27:39 Spend allocations for sales organizations
29:45 The future of the sales rep
30:22 The sales rep as a trust manager and the cyclical sales process
31:29 Trust based sales and proactively engaging customers
32:28 Closing remarks