INTERNATIONAL JOURNAL OF ADVANCE RESEARCH
IN MULTIDISCIPLINARY

This study investigates the adaptability of sales teams to omni-channel marketing strategies across industries, focusing on how sales teams navigate multiple customer touchpoints, utilise CRM technology, and collaborate cross-departmentally to enhance the customer experience. The quick transition to omni-channel marketing, which was required by rising digital engagement, has presented difficulties for sales teams, including the need for thorough training, data-driven customer engagement, and coordinated interdepartmental practises. The study adopts a survey-based, quantitative approach, sampling sales professionals from retail, hospitality, and healthcare sectors, yielding insights into the effectiveness of training, technology adoption, and collaboration in achieving cohesive customer journeys. Results indicate a positive correlation between omni-channel training and customer engagement, as well as CRM integration with customer satisfaction. Cross-departmental collaboration was also found to be instrumental in delivering a seamless, consistent experience across touchpoints.