When it comes to customer experience, we tend to hear and read a lot about the impact of an Omnichannel marketing/sales strategy, the differences in buying habits between boomers and millennials, the importance of a guarantee, and even the rise of a subscription economy.
Less talked-about (but equally as important to creating a customer experience) is the process of actually turning those humans into customers. The sales process combines both human emotion and technology’s efficiency and includes salespeople, sales enablement technology, and sales force automation (SFA) technology.
But what is SFA technology? According to Gartner’s 2018 Magic Quadrant for Sales Force Automation, sales force automation are the “systems that support the automation of sales activities, processes and administrative responsibilities for organizations’ sales professionals. It is a core, foundational technology, used heavily during the very first state of the customer lifecycle ― turning a prospect into a customer.”
Gartner evaluated 15 vendors in the most recent Magic Quadrant for Sales Force Automation, and we believe, Oracle Sales Cloud (now Oracle Engagement Cloud) was named a Leader, with a significant increase in our “ability to execute,” which focuses highly on the:
A key piece of functionality that was mentioned by Gartner was embedded predictive analytics, which is the merging of data, statistics, and machine learning techniques in an attempt to correctly predict future outcomes. The better sales management can forecast and plan for the future, the greater the sales and the lower the costs. In fact, Gartner stated that “the sales force automation market grew 15.7% to $6.2 billion in 2017, and embedded predictive analytics is now a common capability from the leading SFA vendors.”
Gartner, Magic Quadrant for Sales Force Automation, Tad Travis, Ilona Hansen, Julian Poulter, Melissa Hilbert, 9 July 2018.
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