Sales engagement refers to a seller’s effectiveness in delivering a valuable customer experience (CX). Sales engagement encompasses all of the interactions that occur between call center staff and buyers, from phone conversations to email campaigns to direct mail and chat services. This information is valuable to sales reps and marketing departments alike.
Data collected from sales engagement interactions can help drive sales performance by offering detailed levels of insight into successful conversations that have resulted in client acquisition and retention. Sales engagement data allows for the creation of best practices and standards that are backed by metrics. Individual sales rep performance can thusly be measured against performance thresholds in order to provide coaching opportunities and continued education.
Sales engagement data provides marketing departments a clear line of sight into the campaigns, services and verbiage that is most effective in driving customer buying patterns. Exceptional sales engagement equals exceptional CX.