---
id: "question-the-last-ten-percent"
type: "open-question"
source_timestamps: ["§ Map Business Processes"]
tags: ["sales-process", "edge-cases"]
related: ["concept-digital-hubs", "quote-virtual-buying-journey"]
resolutionPath: "Analyze SAP's sales operations manuals or interview SAP account managers to map the specific triggers that escalate a virtual journey to an in-person intervention."
sources: ["commercial"]
sourceVaultSlug: "hbr-seg-commercial"
originDay: 5
articleStem: "hbr-foci-64-ai-broaden-customer-base"
sourceUrl: "https://hbr.org/2025/03/how-one-company-used-ai-to-broaden-its-customer-base"
sourceTitle: "How One Company Used AI to Broaden Its Customer Base"
---
# Handling the Remaining 10% of the Buying Journey

**Open question.** The article states that [[concept-digital-hubs|Digital Hubs]] conduct **90% of the buying journey virtually** (see [[quote-virtual-buying-journey]]), and that a signed contract is often the first time SMEs meet account managers in person. It does **not** detail:
- What comprises the remaining **10%** of the journey;
- How those edge cases are identified;
- How the handoff between virtual AI tools and human account managers is orchestrated.

**Resolution path:** Analyze SAP's sales-operations manuals or interview SAP account managers to map the specific triggers that escalate a virtual journey to an in-person intervention.