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How to make sales truly digital

April 19, 2021

RESEARCH REPORT

In brief

Industrial customers have placed their orders

29%

of total B2B sales will come from online sales by 2025.

~90%

of industrial customers see clear benefits in digitizing B2B sales processes.

Sales transformation maturity levels

About the Authors

Thomas Rinn

Senior Managing Director – Global Lead, Industrial


JOE MCGEE

Principal Director – Strategy, Customer Sales & Service


THOMAS WRANA

Senior Manager – Industrial


Matthias Wahrendorff

Senior Thought Leadership Principal – Accenture Research, Global IIoT and Industrial Research Lead


Andreas Egetenmeyer

Associate Manager – Industrial Research


Make sales truly digital

1. Digital end-to-end customer engagement

Create a personalized online experience such as product and service configurators, to build a robust digital commerce offering.

2. Proactive, customized recommendations

Build recommendation engines to increase cross- and upselling for products and services.

3. Predictive, data-driven customer insights

Stitch together customer insights from marketing, sales and service transaction data.

4. Automated, standardized sales processes

Provide immediate customer responses via chatbots. Leverage RPA for approval workflows to unleash back-office capacity.

5. Collaborative front-office operations

Break down functional silos. Direct cross-functional teams to improve the customer journey at moments of truth.

Create a seamless digital sales experience

Here’s what mature digital sales look like

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