Connect sales and customer service to deliver a more consistent, personalized customer experience
Report collection by Harvard Business Review Analytic Services
B2B customers expect greater flexibility in how they buy, more relevant advice, and responsive support after the sale. Meeting these expectations requires sales and customer service teams to work together, with access to the data and tools they need throughout the customer journey.
The collection A Fresh Approach to B2B Sales and Service, published by Harvard Business Review Analytic Services and sponsored by SAP, brings together four reports on the transformation of B2B sales and customer service. Drawing on surveys, company examples, and expert insights, it explores how organizations are adapting their processes, technologies, and business models.
What you’ll discover in this collection:
- How changing buyer expectations are reshaping B2B sales and customer service.
- What organizations need to deliver a consistent buying experience across in-person and digital channels.
- How data, analytics, and AI can help sales teams understand customer needs and identify opportunities.
- Why connected systems and cross-department collaboration are essential to effective customer service.
- How proactive service and subscription-based models can strengthen customer relationships and support recurring revenue.
- Ways to align sales and service priorities with customer value and business goals.
This collection gives leaders a broader view of the changes affecting both sales and service. It provides practical insights for identifying gaps, improving collaboration, and building a customer experience that supports acquisition, retention, and growth.
Download the report collection to discover how a more connected approach to B2B sales and customer service can help you meet customer expectations and support business growth.
