Navigating the digital frontier: Transforming sales management for online sales and digital customer interactions
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https://doi.org/10.71350/30624533112Keywords:
Salesforce digital transformation, digital sales management (DSM), omnichannel buyer journey, AI in salesAbstract
The ongoing digital transformation has altered B2B and B2C sales, revealing a weakness: conventional sales administration frameworks are inadequate for intricate digital buyer journeys. Customers traverse intricate digital environments and require an omnichannel experience, together with data-driven insights, prior to engaging with sales representatives. Regrettably, several firms continue to employ outdated methodologies, leading to inconsistent customer experiences, inefficient technology expenditures, and misalignments between talent and technology, exemplified by Kraft Heinz's $200 million CRM abandonment. This research addresses a significant requirement by developing an empirically validated Digital Sales Management (DSM) framework—a comprehensive guide to the digital marketplace. The DSM framework, extending beyond mere technology adoption, was established through worldwide executive surveys, comprehensive case studies in manufacturing, SaaS, and healthcare, and a meta-analysis of current literature. Digitally proficient individuals possessing strategic insight that transcends automation, integrated technological ecosystems wherein AI and analytics augment human decision-making, customer-focused metrics that quantify digital engagement, adaptive leadership that promotes sociotechnical integration, and resilience. Our findings indicate an unexpected conclusion: Mastering human-machine collaboration, rather than merely adopting new technology, provides a sustainable digital edge. Victors attain this by harmonizing technology with authentic human connection and ethical considerations. This research assists sales leaders in constructing flexible, robust, and future-proof organizations capable of flourishing amidst digital upheaval. Clear communication indicates that gradualism results in obsolescence, whereas complete reinvention culminates in success.
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