PriceWaterhouseCooper (PwC) US reports the combination of cloud, social media, mobile and big data has "fundamentally altered the enterprise software sales process," meaning vendors and partners must shift their value propositions and consumer experiences.
The conclusion comes from "Experience Radar 2013: Lessons from the US Software Industry," a survey of 6000 US-based consumers across multiple industries.
“Responses to our survey suggest that the days of large-scale sales and implementations are behind us and as a result, software vendors in this demand-driven environment are no longer able to mandate terms,” PwC says. “Today’s software customers have options and expect next-generation sales to be uniquely tailored to their needs and able to move at the pace with which they do business. To stay in the game, leading software vendors need to deepen relationships with customers and offer what they value most.”
The survey looks at 5 core enterprise software customer experience attributes-- quality, support, convenience, presentation and community-- and defines the 5 behaviors software vendors should adopt to enhance consumer experience and value: Read more...