:: Synetro Group : Delivering Business Results ::

Shifting Customer Needs

To improve go-to-market (Demand Chain) performance, companies must be able to recognize and adapt to varying and rapidly changing customer needs and buying approaches.

Business products and services companies' "customers" include end users, specifiers and buyers, as well as various channel intermediaries, each having different needs.

Customer buying and interaction habits are rapidly shifting in response to the introduction of new channels and changes in the overall channel mix, an increasing acceptance of technology, changes in the availability of information, and competitive financial pressures.

Given these changes, customers are often:

Looking for multiple, specialized transactional and consultative sales models simultaneously
Demanding self service access to product, transaction, or customer support information
Expecting top-notch service, a high degree of information integration anda consistent overall experience across multiple channels