Paul Writer launches SAP Think Tank , 
Video interview series with Head of Sales highlighting best practices
Anuj Mittal
Chief Business Officer
Zovi.com
On the importance of customer centric sales automation…
I think what you’re referring to is how can I make the entire process from the time the customer thinks about us to actually completing a transaction and gets the product and is happy about it as a quick and a super experience for the customer. and I really think this term “automation” is inadequate to explain that or is unachievable because while technology is very necessary to make this happen is not sufficient. There has to be a human interface out there who can understand the consumer buying process/buying behaviour and constantly and continuously adapt this technology to make sure that it is a pleasant experience. Maybe in some years time you will reach a point when this entire thing can be run automatedly without a human interface. But i think that time is many years away at this moment. So I think technology has to be flexible enough to be adapted so right from how long is the customer spending at different parts during the buying process, in terms of browsing, in terms of buying the items, how soon do they receive the product, how soon and how easily can they give the feedback. Yet there is a huge amount of value in the customer having been spoken to, in the customer having an experience of having been taken care of, in the customer having been apologised to when they are not being serviced and the process being adapted for each individual customer.
“So I think technology has to be flexible enough to be adapted so right from how long is the customer spending at different parts during the buying process, in terms of browsing, in terms of buying the items, how soon do they receive the product, how soon and how easily can they give the feedback.”
