Charter Report

Teleservices In The Buying Group Era

July 24th, 2020
With contributor:


Individual leads provide limited insight into an account’s activity and buying journey. Yet, it is still common practice for teleservices teams to follow up or reach out to program responders or possible prospects from a target account list. The direct result of this is buying group blindness (see the report Identifying and And Overcoming Buying Group Blindness) and ultimately poor results. Teleservices teams driven by internal processes should instead aspire to be customer focused, aligning all outreach to support the buying group’s journey to making a purchasing decision. In this report, we outline three ways teleservices teams are transitioning to the buying group era.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.