Deloitte: Strong support from HR needed

By Rob Starr, Content Manager, Big4.com

The emergence of a multichannel environment has created the need for a different kind of sales force and strong support from Human Resources (HR) according to professional services firm Deloitte.In the global report ‘Human Capital trends 2012: Leap ahead’, Deloitte highlights how the internet has made customers demand more, have unprecedented access to product and pricing information and have the ability to make purchases at the touch of a button.

The report identified how the current transformation in selling is happening faster than most business leaders predicted just a few years ago. It will ultimately touch nearly all aspects of the sales organisation — from the type of talent that is acquired and developed, to the way people are organised, governed, and rewarded.

Nicky Wakefield, Deloitte Consulting Human Capital partner, has found in this technology-driven, multichannel environment that it is hard for traditional salespeople to deliver the full value that more informed customers expect and organisations require, in order to stay ahead of the competition.

“As buyers demand more for their money, there are increasing pressures to reduce costs. Organisations that are pursuing rapid growth are shifting their sales focus towards emerging markets, which are widely viewed as the primary engine for future revenue and profits,” said Ms Wakefield.