Creating an interactive sales experience for your customers can sometimes be a difficult process. Especially for SaaS companies who offer more complex solutions for their customers, communicating their solutions in an engaging and informative way is hard to achieve.
Or maybe your SaaS company is struggling to actually build relationships with prospects over Zoom calls and virtual meetings.
Whatever the issue, this article is the ultimate guide to designing an incredible sales process for your customers.
But before we get into the nitty-gritty of designing an interactive sales experience, what does a great sales experience actually look like?
What does a great sales experience look like?
Creating a great sales experience will look a little different for each company, but even still, all great sales processes contain several key features.
Firstly, in order to be productive, your lead generation and prospecting needs immediately engage customers and make them feel welcomed and valued. If your prospects leave before they are in the door, it won’t matter how perfect the rest of your sales process is.
Once you have successfully converted an MQL (marketing qualified lead) into a SQL (sales qualified lead), it is important to provide a comprehensive explanation of your product and service, what it does, and how it will benefit your prospects. Comprehension in this stage is critical.
Next, effective sales processes involve effective conversion strategies. From the demo all the way until the deal is closed, your team should be continuously personalizing the experience for your prospects so that they feel special, responding in a timely manner so that your prospects understand that you are eager to serve, and monitoring data to tweak your strategy as need be. By doing this, your prospect will feel confident and comfortable when the proposal finally arrives.
And finally, you should continue to maintain a strong relationship with your customers long after the deal is closed. Acquiring new customers is drastically more expensive than retaining existing ones, and because of this, customer nurturing is just as important if not more than engaging prospecting.
Today, we are going to be answering the 10 most common questions about interactive sales experiences so that you can achieve the sales picture we have painted above.
TL;DR
If you don’t have time to read the full article, check out this super short overview of several tips to help you create an interactive sales experience.
How can I build a customer experience that reflects my customers’ needs?
The first step to building a customer experience that reflects your customers’ needs is to truly understand their goals, problems, and priorities.
Instead of starting out the sales process by explaining why the prospective customer needs your service or product, start out by listening. Once you have a complete understanding of your customer’s needs you can begin to tailor your service accordingly.
For example, let’s say that your company offers both a product and a consulting service but your customer is only interested in consulting and training. If you don’t take the time to stop, listen, and find out their needs, you might build an unengaging customer experience by trying to sell that customer your product instead of the service that they actually need and want.
Below is an example of a tool from the Saleslion digital sales room that allows sales teams to build a customer experience that perfectly matches customer needs.
How can I make sure my customers have a positive experience with my products or service?
Now, there is no flawless formula that you can use to generate exceptionally satisfied customers every single time, but there are definitely different things you can do to increase the probability that your customers will enjoy your product or service.
One thing you should always do is stay in close contact with your customers. If they are having issues with your product or service but you don’t reach out to them for several months, they will probably be seriously dissatisfied with your company by the time you finally reach out.
Another thing to consider is personalizing their experience both within the sales process and once they are a paying customer. By personalizing the experience, you make them feel special and valued and reduce the chances of them having a negative experience.
How can I use data to improve the customer experience?
Data is one of the most crucial parts of creating an interactive sales experience for your customers. Without data or analytics, you will not be able to track which strategies work and which don’t.
Whether through independent analytics platforms (like GA4 shown below) or through the data features within digital sales tools like digital sales rooms, you can use data to monitor customer engagement and make improvements based on areas of highest or lowest engagement.
What technologies should be used to enable superior customer experiences?
In an article about why your team needs sales technology, it states that sales technology helps salespeople increase sales by boosting lead generation, customer satisfaction and retention, improving sales processes, and increasing closing rates.
Below are some of the most popular sales technologies, according to the article above:
- CRM (customer relationship management) platforms help maintain positive customer relationships by streamlining the communication between customers and the company.
- Marketing automation tools help bring in passive sales by automating the marketing process, saving sales and marketing teams time.
- Data analytics platforms help answer questions about your customers and your sales process so that you can create the most interactive experience for your customers possible.
- Sales enablement software helps sales teams optimize their process through interactive features and personalization.
How important is it for companies to listen and actively respond to their customers’ feedback?
Extremely important!!!
If there are elements of your product or service that are not well received by a multitude of your customers but you chose not to listen to their feedback, you are missing out on a huge opportunity to improve.
Similarly to how monitoring data is important, so is receiving feedback from your customers.
And not all feedback is negative. If you are receiving lots of positive feedback around a specific feature in your business, that shows that you might be able to capitalize on that feature. Without listening to that positive feedback, you would have never tapped into the growth potential of your company.
How do I create an effective sales process for complex SaaS products?
The short answer is to use a digital sales room.
The long answer is that with digital sales rooms, you give your sales team a proven tool that engages prospects, turns complex solutions into comprehensible concepts, and increases sales close rates.
The Saleslion digital sales room in particular is a great software solution to create an effective sales process for complex SaaS products as it contains various interactive features that excite prospects, streamline the experiences, and increase sales.
How can I ensure that my sales team is providing an excellent customer experience?
Again, digital sales rooms can be great tools to maintain consistent quality service across your entire sales team.
Acting as a centralized hub of information and resources, digital sales rooms provide a standardized environment for all team members to use. This allows everyone to stay on the same page and also helps ensure that new team members have access to training materials that are consistent.
The Gantt charts (shown below) are an example of features that allow team members to stay on the same page and collaborate on the sales process for each prospect.
This platform also gives the entire sales team insights into customer data, enabling sales reps to provide faster more accurate assistance and thus improving customer experience.
What techniques can I use to close more deals when selling a SaaS product?
In an article about how to create a great B2B sales proposal, it states 10 tips for closing more deals by designing effective sales proposals.
Three of the most powerful tips were researching the customer in-depth, personalizing the experience for each customer, and keeping the proposal concise.
Researching the customer in-depth is an intuitive technique for closing more deals but it is often a step that companies overlook. As said before, if you don’t have a good understanding of exactly who your customer is that you are selling to, you will not be able to create an effective sales proposal that meets their needs and wants.
Personalizing the experience is also an important technique. If your prospect reaches the proposal phase and they receive a basic proposal template, they will immediately lose trust in your company. While copy-and-paste sales proposal templates are easier, they also make your company seem less genuine and less interested in service.
Finally, keep in mind that if you are selling a complex SaaS product, having an overly complex proposal will only make your prospects more confused. Instead, keep the proposal clear and concise so that your prospect will know exactly what they are getting and for what price.
Before you continue reading…
You can also explore our Brand Positioning Audit Guide.
There are two things required to reach a destination – first to know where you want to go, but second to also know where you stand today. It’s true, if we asked Google maps to direct us to Pittsburgh, but it had no idea where we were then it could not show us the path we need to take.
How do I create an effective pricing strategy for my SaaS product?
Using pricing sliders and calculators within digital sales rooms is a great way to create an effective pricing strategy for your SaaS product.
An effective pricing strategy involves understanding the value of a product or service and setting the price accordingly. And these pricing sliders allow you and your customers to collaborate on a price so that there is heightened transparency and personalization within the sales process.
As shown in the image below from the Saleslion digital sales room, pricing calculators allow prospects to choose elements of the solution so that they can adjust the pricing to what works best for their budget.
Pricing calculators and sliders aim to maximize revenue while still maintaining customer satisfaction so that both parties win.
How can I effectively communicate the value of my product to potential customers during the sales process?
Effectively communicating the value of your product to potential customers is incredibly important. One way to do this successfully is by differentiating yourself early on from competitors.
While personalization can solidify your value, differentiating is the first step to truly communicating why you are different and how your difference makes your solution an absolute must-have. It also will positively affect the perception of quality and value among your potential customers.
According to an article by Saleslion, incorporating a sales differentiation strategy into your sales process allows your solution to hook into the minds of your customers so that they cannot get your company out of their heads.
This is exactly what you want when it comes to effectively communicating your value to potential customers. If they know exactly who you are and why you are different, they will be much more likely to choose you over your competitors.
Key Takeaways
A great, interactive sales experience for your customers is essential in delivering results and increasing profits.
By creating a positive customer experience, you demonstrate that you value their time and money. Taking the time to implement strategies such as incorporating personalization into your practices, building trustworthy relationships, fostering differentiation, and utilizing digital sales rooms can make your customers feel appreciated and valued every time they interact with you.
When done right, these strategies will have a lasting impact and set your organization apart from competitors.
Your team should also remain mindful of customer preferences; understanding the wants and needs of customers can help you create more personalized experiences that will leave them feeling satisfied every time.
Reach out to us today to learn more about how we can help you create an interactive sales experience!