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

Pipeliner

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

Introducing Custom Opportunity Forms

Pipeliner

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

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

When It Comes to Results, Focus on Your Customer

Pipeliner

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 […].

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?

Winning Consensus-Based Sales

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

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.

Would Customers Pay for Your Sales Calls?

Pipeliner

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 […].

Four Effective Ways to Gaining Customer Loyalty

Pipeliner

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 […].

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.

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 […].

Change Your Attitude: Engage Customer’s Always

Pipeliner

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

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.

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?

Customer Experience Is Hard Enough Without Self Deception

Pipeliner

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.

Why Your Customer Might Not Hear Your Message

Pipeliner

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

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.

“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.

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?

Gaining BuyIn for an Industrial IoT Customer Retention Strategy

Babette Ten Haken

Companies wrestle with the impact of an IIoT customer success and Industrial IoT customer retention strategy. They have their hands full executing their current customer retention strategy. Capitalizing on the opportunity to demonstrate even greater value in software and hardware offerings becomes key for an IIoT customer retention strategy. This is the Future of Work.

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.

Why Tech Workforce Engagement is Key to Customer Success

Babette Ten Haken

Because if not, you could be marginalizing talented individuals from engaging in customer success and customer retention initiatives. In my playbook, customer success is the fulcrum leveraging customer retention strategy. As a result of focusing on customer success, tech workforce engagement becomes a valuable skill set. What do you think? The choice is yours.

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.

Building a Sales Team: Becoming Customer-Centric

Pipeliner

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.

Sales Tips For Every Stage of the Customer Lifecycle

Pipeliner

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

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 ).

6 Ways the Salesperson Can Optimize Customer Engagement

Pipeliner

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 […].

Post Sale Customer Abandonment impacts Customer Retention

Babette Ten Haken

What is your rate of post sale customer abandonment? How well does your organization “stay close to your customer”? Often, sellers leave customer retention, and customer experience, up to everyone else in their organization: the “non-sales” people. That is when customers can fall through the process cracks in an organization. Your customers will thank you.

How Customer Loyalty Can Be Destroyed by One Simple Action

Increase Sales

Much is written about customer loyalty. As he learned of this, he saw tellers standing around, talking and not waiting on customers.  He told me, “They won’t take my fricking coins when people are standing around doing nothing?” To maintain customer loyalty is to understand what clients value. Additionally, transparency matters with regards to customer loyalty.  Don’t tell a customer you can no longer provide a free banking service and then sell a product charging a fee for the same service. Then he can bring it back to the bank. 

Are Sticky Customer Lifecycles Really Dead in the IIoT?

Babette Ten Haken

Sticky customer lifecycles are the “norm” for many sales professionals. Once the initial sale is consummated, sales people assume the customer is theirs for life. All that is required is serving customers with a median level of satisfaction. Off to hunt down the next new customer! Sales people assume each customer becomes “stuck to” products, services and equipment.

How To Attract More Of Your Best Customers

Pipeliner

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.

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

Using Customer Contact Data to Target and Sell Decision Makers

Pipeliner

The post Using Customer Contact Data to Target and Sell Decision Makers appeared first on Pipeliner CRM Blog. Let’s face it: the ability to target and sell directly to decision makers is basically the Holy Grail. For Sales Managers

7 Ways to Manage Relationships With Your Star Customers

Pipeliner

CRM solutions can be tremendous sales tools, but the old rules about customer relationships still apply – and still contribute to successful sales. The post 7 Ways to Manage Relationships With Your Star Customers appeared first on Pipeliner CRM Blog. Sales Effectiveness

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.