Microsoft Dynamics CRM 2013 Unleashed

Changing Buyer Behaviors

Before the Internet and social networks, buyers had limited ways to obtain the purchase information they needed, so the seller controlled the buying process. But then, buyers moved into the power position. They could access the information they wanted on their own online, anywhere and at any time. And they could delay engaging with selling representatives until they knew as much (or more) than the salesperson did. For example, think about how you approach buying a car. You don’t go to a dealer until you know exactly what model you want and how much you want to pay, right?

To address the challenge, marketing started to play a larger role in the revenue process. They nurtured relationships with early-stage prospects until ...