Trending Sources

How to Make B2B Data an ROI Catalyst

Sales and Marketing

Teaser: Believe it or not, your current customer data is actually the secret source of future growth. Organizations constantly claim to be “customer-first”; now you have a chance to put that aspiration toward your organization’s growth. Believe it or not, your current customer data is actually the secret source of future growth. Issue Date: 2016-07-22.

ROI 21

Customers Expect Better and Better Customer Experience

Babette Ten Haken

Customers expect better and better customer experience (CX) the longer they choose to do business with you, courtesy of the Internet of Things (IoT). Today’s connected devices, equipment and machinery and interactive platforms set a new benchmark for customer expectations during their lifecycle journey with your organization. Customers are connected to the Internet of Things.

Customer Awareness and Customer Care

Mukesh Gupta

A recent post by Bernadette Jiwa  made me think about the difference between Customer Support, Customer Satisfaction and customer awareness/care. Both customer satisfaction and customer support are targeted towards customers who are vocal about what they think and feel about the product or the company.

The Vital Importance of Customer Advocacy


The post The Vital Importance of Customer Advocacy appeared first on Pipeliner CRM Blog. For Sales Pros customer-centric customers sales professionalsJoel specializes in guiding his clients to obtain bigger pipelines, increased brand and product awareness, faster revenue and empowered transformation. […].

The Art of Social Selling -- Summarized by getAbstract

Find and engage customers on Twitter, Facebook, LinkedIn, and other social networks

Slaughterhouse Questions and Customer Discovery

Babette Ten Haken

Slaughterhouse questions are my go-to pattern when working with new manufacturing customers. I can’t wait to get a plant tour and discover the customer’s context. Slaughterhouse questions, and determining the situational context of how people actually use the stuff you sell, not only set up the first sale to that customer. Those guys were trying to turn me into a vegetarian!

Introducing Custom Opportunity Forms


The post Introducing Custom Opportunity Forms appeared first on Pipeliner CRM Blog. A CRM solution is only as good as its flexibility. This is also important for the data forms within the CRM software—no two companies are going to use the same fields, the same arrangement of fields, or even the same field names. Tips and Tricks

Outstanding Salespeople are “Customer Secret Addicts”


How does it get tagged as remarkable and indispensable by their customers? The post Outstanding Salespeople are “Customer Secret Addicts” appeared first on Pipeliner CRM Blog. The challenge in a world where virtually everyone has their basic needs satisfied is determining how an organization can stand out and be noticed. Today people are looking beyond their basic needs and are looking for opportunities to feed their individual wants and […]. All About CRM Sales Strategies

What Does It Mean To “Really Add” Customer Value?


The experts are telling us that in today’s economic environment if you want to keep and build your customer base then you need to learn to add value. The post What Does It Mean To “Really Add” Customer Value? Entrepreneurs customersValue is your differentiator, value is what will make you standout from your competition. So what does that mean to “really” add value? Isn’t it enough that […]. appeared first on Pipeliner CRM Blog.

Winning Consensus-Based Sales

Learn how progressive companies refine their commercial strategy to overcome buyer dysfunction and guide customers to consensus

When It Comes to Results, Focus on Your Customer


Equally frustrating are the salespeople that are so focused on their numbers they turn customers and prospects off. The post When It Comes to Results, Focus on Your Customer appeared first on Pipeliner CRM Blog. For Sales Pros customers sales leaders salespeopleAs a sales leader, you live and die by your results. What is the key to building a team that is […].

Communication Dysfunction impacts Customer Success

Babette Ten Haken

Your customers’ success also is impacted as part of the package deal. They are unable to create highly valued outcomes that contribute positively to customer success and customer retention. Communication dysfunction only negatively impacts customer success when you allow it to. How does this happen? Go no further than your workplace and corporate culture.

Realistically delivering Credible Customer Experience

Babette Ten Haken

Realistically delivering credible customer experience is challenging. Will customer expectations be sustained, in actuality, once products, services, equipment and software interfaces are designed, installed and in production? Short customer lifecycles represent one type of customer experience scenario. That is a long time to maintain a customer relationship.

How do you connect Customer Lifecycle to Customer Success?

Babette Ten Haken

Customer lifecycle describes the developmental stages of customer passage with your organization. Customers evaluate, buy, use and develop/maintain a degree of loyalty to your products or services. Customer lifecycle is the foundation of customer relationship management (CRM). Where does customer success enter into this sales equation? Usually

Toxic Teams impact Customer Success

Babette Ten Haken

It’s bad enough when you recognize and regulate toxic customers that suck the life-blood out of you. Ultimately, the workarounds, infighting and non-collaborative activities of toxic teams impair team output and the success of your customers. Are you a member of a toxic sales team, engineering team, customer service team, you-name-it-workplace-team? could write a book, huh?

Would Customers Pay for Your Sales Calls?


The post Would Customers Pay for Your Sales Calls? When I speak to audiences of sales professionals and ask, “How many of you sell value versus price?” everyone raises their hand. But my next question “So how do you do that?” is frequently followed by an uncomfortable silence. Many consider themselves to be value sellers but few are able to articulate what that really […].

The Second Sale and Customer Retention Strategy

Babette Ten Haken

The second sale impacts customer success and customer retention. The first sale is focused on winning new customers. Now consider what happens to your newly-won customers after that contract is executed, comes in house and then what? Customer retention, and the second sale, is solidly in the hands of this unofficial second sales team. Why not? Take further action.

Four Effective Ways to Gaining Customer Loyalty


Every business owner knows from a financial perspective that it is much less expensive in retaining your current customers than acquiring new ones. The process of acquiring new customers, demands lots of marketing, selling and an increase in other costs in production and etcetera. Related: How Creative Customer Insights Will Help You Retain Customers If a […].

Change Your Attitude: Engage Customer’s Always


The post Change Your Attitude: Engage Customer’s Always appeared first on Pipeliner CRM Blog. In the past few months I’ve been treating sales calls differently. When my phone rings and it’s some cold-calling junior rep, I’ll actually listen to what he’s asking me. “Is this really his pitch?” I wonder. For Sales Pros

Creating an Always-On Customer Experience Strategy

Babette Ten Haken

An always-on customer experience strategy keeps your organization on its toes. Opportunities to impact customer success through innovation. Customer service is not the sole component of an always-on customer experience strategy. You are counting on your products to fail your customers at some point. On the other hand, the customer has a different idea.

10 Ways to Deal With a Customer Complaint

The Sales Hunter

Give me a customer complaint any day over a customer not being happy and not complaining. I can’t deal with what I don’t know. Below are 10 ways to deal with a complaining customer and a couple of bonus ideas: 1. Blog Customer Service leadership customer customer service sales leadershipDon’t run from it. Thank […].

Targeting Transactional Customer Experience or Long Term Strategy?

Babette Ten Haken

Targeting transactional customer experience (CX) can short-change your business long-term. You miss capturing strategic, mission-critical processes and opportunities essential for impacting customer success and customer retention. The longer the lifecycle of your products, equipment and services, the more customer journeys and perceptions are involved.

Customer Retention Strategy leverages Renewals

Babette Ten Haken

Do you have a solid customer retention strategy in place? Let’s say you work for a company with a selling culture that constantly pushes new business acquisition rather than customer retention (pretty much most companies). That scenario leaves your renewal customers at a competitive disadvantage. That’s no customer retention strategy at all. For your customer.

Customer Experience Is Hard Enough Without Self Deception


Call me slow off the mark but I’ve never jumped into the customer experience pond. The post Customer Experience Is Hard Enough Without Self Deception appeared first on Pipeliner CRM Blog. For some reason I’ve not been tempted to dive bomb it and announce I’ve arrived. Instead my instinct has been to sit on the sidelines and watch its progress.

Position the Fit: Competing for Customer Mindshare

Dave Stein's Blog

Strategy 7 — Position the Fit: Competing for Customer Mindshare First, the opening two paragraphs. In Section I (Before the Sale),   you learned how to research your customer and elevate the conversation, focusing largely on possibilities and building a vision of success. With positioning, the battle for customer mindshare begins. Who on the customer’s team is telling you?

Why Your Customer Might Not Hear Your Message


I frequently hear sales managers and sales professionals say they have a great message for their customers, but it just seems to fall on deaf ears. These same people will say to me, “We tell our customer exactly what we can do for them, but they just don’t get it.” The post Why Your Customer Might Not Hear Your Message appeared first on Pipeliner CRM Blog. Sales Effectiveness

“Are You a Customer?” Is a Dangerous Question

Increase Sales

young lady (probably late teens early twenties) answered.  I asked if she had received my deposit and she responded rather quickly: “Are you a customer?” ” My brain immediately replied in a rather loud voice “Am I a customer?”  Are you serious, am I a customer?” ” Asking “Are you a customer?” Share on Facebook.

Proactive Customer Retention Strategy captures Voice of the Customer

Babette Ten Haken

Is your organization leveraging a proactive customer retention strategy or reacting to customer “surprises?”. First of all, create a proactive customer retention strategy in order to leverage execution of that strategy. What does your current customer retention strategy “look” like, from a boots on the ground perspective? Read this definition of Customer Experience (CX).

Stop Annoying Your Customers

Mukesh Gupta

This reminds me of a video that Gary Veynurchuk released, talking about how “Marketers Ruin Everything” You can watch this video below: So, if you have complete attention of your audience or customers or prospects, would you respect it and use it responsibly (With Great Power comes Great responsibility) or would you rather want to be the marketer who ruins everything? AGAIN.

Customer Engagement: Ideas for Airlines to Improve Customer Engagement

Mukesh Gupta

A bright future for airlines who have good customer engagement. The airline industry has been notoriously infamous about the poor customer experience and engagement. The only airlines that are making profits are the one’s that have some semblance of good customer experience going. Request the customers to stick the smiley based on their experience on-board the aircraft.

Sales Tips For Every Stage of the Customer Lifecycle


Does everyone in our sales pipeline and our customer base deserve the same monthly newsletter? The post Sales Tips For Every Stage of the Customer Lifecycle appeared first on Pipeliner CRM Blog. Relevancy. This one word describes what Apple has done for us. iPhones, iPads, iTunes…me, me, me. Logically, we [.] Pipeliner Product Updates

Building a Sales Team: Becoming Customer-Centric


The post Building a Sales Team: Becoming Customer-Centric appeared first on Pipeliner CRM Blog. In my last blog, I discussed how difficult building a sales team can be, especially for a startup. Your sales reps need to be entrepreneurial-minded (what I call salespreneurs) in order to help get the company truly off the ground and headed toward success.

Do You Really Know Your Customers?

Mukesh Gupta

Google trends shows that since mid 2007, there has been a consistent level of interest in customer advocacy as a topic. With the advent of social media and the amplification of the voice of the consumer, brands who want to put customer engagement at the center of their strategy, are getting more and more serious about nurturing these advocates  ( like Telstra announced in Feb ).

Hi There, Internal Customer Retention Experts Here

Babette Ten Haken

We are your organization’s internal customer retention experts. We love to retain your sales team’s customers. We want you to know that we really look forward to: Ensuring new customers have the proper care and feeding for superlative customer experience; Educating existing customers about under-utilized possibilities in hardware and software products, platforms and interfaces; and.

6 Ways the Salesperson Can Optimize Customer Engagement


Customer engagement is not about sending out the most emails in one day. ” As a sales pro, you have lots of reasons to become accustomed to thinking about ways you can optimize customer engagement. The post 6 Ways the Salesperson Can Optimize Customer Engagement appeared first on Pipeliner CRM Blog. Accountability is the new sales buzzword. Only about half of […].

Customer Retention Sales Strategy is more than making Your Numbers

Babette Ten Haken

Develop a solid customer retention sales strategy. Just like those capital equipment manufacturers, how do you plan to retain each customer in-between? How much of a customer’s equation remains static over the duration of their relationship with your institution? How many of you focus on retaining the customer while engaging in activities which drive the first sale?

Tech Workforce recalibration for Customer Success

Babette Ten Haken

Tech workforce recalibration is a key factor for customer success. Customer success leverages cross functional collaboration. Customer success strategy and tactics are holistic. Customer success casts your tech workforce as simultaneous translators across technical/STEM employees and non-technical/business/sales/marketing folks. Wikipedia). Sound too good to be true?

Data 53

How To Attract More Of Your Best Customers


The post How To Attract More Of Your Best Customers appeared first on Pipeliner CRM Blog. We all love getting referrals from clients, friends, and colleagues. But, this business development channel is not typically consistent. Or is it? Think about this for a moment. You have a massive network of your absolute best, highest-converting new clients out there. Social Selling

Two Tales of Customer Service

Increase Sales

Great customer service makes or breaks any business from the smallest mom and pop shop to the national franchise. These past weeks while on vacation I have experienced the best of customer service and the worst of it. Yesterday I shared the excuse of “We only have one server” was a poor customer loyalty strategy. Restaurant #1:Bad Customer Service. customers.

A CX Tech Workforce catalyzes Customer Success

Babette Ten Haken

When tech teams understand the importance of capturing and acting on the customers’ voice , your company engages the customer in co-creating innovative products and service solutions. Recent Gartner research showcased a 53% increase in competitive utilization of customer experience (CX) information to make business decisions: from 36% in 2011 to 89% in 2016.