By Sameer Patel, SVP, Product Management and Go-to-Market, SAP Cloud
The need for customer engagement has never been more important. According to Gallup, fully engaged customers represent an average 23% premium in terms of share of wallet, profitability, revenue and relationship growth. In addition, 70-90% of the buyers journey is complete prior to engaging a vendor (Forrester Research) while 45% of buyers require person-to-person contact in the buying process (ITSMA / CFO).
Simply put, when....