Charter Report

Teleservices In The Buying Group Era

July 24th, 2020
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Summary

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.

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