Paul Writer launches SAP Think Tank ,
Video interview series with Head of Sales highlighting best practices
Chief Business Officer
How can sales process be orchestrated for today’s mobile savvy customers…
I really think that for the mobile customer or for sales on the mobile we need to redesign everything from the ground up. Why? Because of three fundamental differences- one is because the internet speed and bandwidth which is available on the mobile is completely different from what is available online, the screen size or the viewing experience of the customer is completely different, thirdly, your mobile is kind of like your watch now, it is always there with you and if it interferes in your life too much and if it is not designed to fit in into your life, the same experience will never be a part of the customer’s regular life. Having said these three things, I would say that technology will need to adapt in three ways – firstly, it has to allow the customer to customise the sales process as per what they need, so for example – perhaps, allow the customer to set up a one click button to buy and deliver on COD, to choose the number of products that are displayed on the screen, to choose the categories that are displayed on the screen, to choose the amount of information that is displayed, to choose what is the order of the pages that you see versus what is automatically shown. So ensure a lot of customisation options for the customer which makes the process hassle-free for them and also much much much faster. Also, like I said before technology has to iteratively adapt to the customer. In the mobile environment it is extremely critical that I understand my customer really well and show them only that which is really relevant for them – one is what they customise and the other is based on their behaviour we customise the range that we show to them. Third would be a concept called mircobrowsing. Can I be on the mobile platform and take a short 30 second break and complete a transaction in that time and feel good about it and get back to my work. Anything longer than that is a distraction and I may not have it. So if technology can do these three things I think thats where the future of sales on the mobile would lie.
” Can I be on the mobile platform and take a short 30 second break and complete a transaction in that time and feel good about it and get back to my work. Anything longer than that is a distraction and I may not have it.”