Customer expectations are higher than ever, as personal and B2C experiences are shaping the standard for B2B buying. Manufacturers need to meet their customers where their customers are.
ABB delivers on this expectation. “We want to offer our products and solutions through the channels that customers want. Increasingly customers are looking at digital channels, both for doing research and procurement, but also to get solutions to their smaller concerns — and in some cases, even large problems,” said Tarak Mehta, President, Electrification Products Division. “As ABB, we understand our role: to create content and to create processes that ensure customers can engage directly with us and get the answers they seek and the solutions they want.”
ABB has over 26,000 salespeople using Salesforce to deliver customer solutions, allowing them to collaborate across divisions — breaking down any internal silos and creating one 360-degree degree view of the customer.
ABB also partners with 30,000 community members to keep channel partners up to speed and consistent in delivering a superior experience for customers.