Study highlights
Forrester Consulting conducted a study commissioned by Zoho to understand the communication and coordination problems between sales and non-sales teams, and how they affect the overall customer experience.
- 75% of sales and operations leaders believe in using a single communication platform across customer-facing and backend teams to deliver a great customer experience.
- 68% of sales leaders say democratizing CRM data and usage would significantly improve customer-centricity during the sales process.
- 64% of respondents reported that their organization's current customer operations process prevents teams from taking collective responsibility for the customer.
- 59% of leaders say they're expanding access to their CRM platform for all customer operations functions.
What's in the study
- An analysis of the current problems in coordinating between sales and non-sales teams
- How do these problems manifest as an overall customer experience downgrade?
- What are some of the solutions sales and operations leaders are trying out to address this critical problem?
- How do they see the use of a single platform enabling sales and operations teams to communicate and coordinate effectively?