Understanding User Behaviors
By obtaining more direct information on what users do, a company can bring its customers closer to everyone involved in supplying the products. At the same time, engineers tend to abandon the defensive attitude they often display when marketing staff or salespeople try to give them advice on what products to create.
Odd as it may seem, customers have a singular advantage over all these professionals: They make the ultimate decision about a company's future products and services. And, ironically enough, sales automation actually improves the ability of those in charge of the company to listen to their customers. By "depersonalizing" the sales process, managers are able to follow and observe actual customer behavior, ...
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