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How to make sales truly digital

April 19, 2021


In brief

Industrial customers have placed their orders


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


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

Sales transformation maturity levels

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

About the Authors

Thomas Rinn

Senior Managing Director – Global Industrial Lead


Principal Director – Strategy, Customer Sales & Service


Senior Manager – Industrial

Matthias Wahrendorff

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

Andreas Egetenmeyer

Associate Manager – Industrial Research