Increasing customer responsiveness and sales velocity
Debunking the myths of quote-to-order (Q2O) improvement
When we think about the customer experience, what primarily comes to mind are the sales and support processes. However, we rarely think about how the supporting sales operations such as quoting, pricing, and order management activities impact the customer's buying experience and satisfaction with the purchase. The quote-to-order (Q2O) business process crosses multiple business functions and serves as the bridge in the customer's experience that can often be overlooked.
Q2O is a critical process that plays an important role in enabling companies to achieve their strategic priorities. These activities should be structured to support C-suite objectives and if designed appropriately, can be a competitive differentiator. The quote-to-order process is one of the fundamental pillars of any company's sales operations. While some may believe that it consists merely of back office routines, there are many ways in which Q2O can be improved to deliver tangible business results.
In this article, we explore the myths and realities behind this cross functional business process. We compare common perceptions against data driven facts to highlight the impact of an efficient and effective Q2O process, and we discuss how Q2O's impact on the customer experience is a hidden source of competitive advantage worth exploring.