How Sales Technology Impacts Recruiting and Retention


Adopting new sales technology is a big deal. Whether you’re looking to switch from non-VoIP to VoIP phone systems , get the latest sales engagement software, purchase or enrich a lead database, invest in LinkedIn Sales Navigator, or otherwise, you’re making a major commitment. The business case for adopting these systems often overlooks a very important component – the positive impact on sales team recruiting, onboarding, and retention.

3 Ways to improve Your Customer Retention Scorecard

Babette Ten Haken

Do you have a customer retention scorecard? Any of the plethora of scoring systems which measure customer satisfaction and loyalty. And your own performance is measured and compared with the ratings customers provide on a quarterly basis.

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How are You reinforcing Business Growth Status Quo?

Babette Ten Haken

At least, that is what your sales team tells you. Except that new customer acquisition is, well, flat or nonexistent. And cash flow appears to be flowing, which means that customers are paying invoices on time. So why try to hire “new” customers?

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Engagement Experience fuels Customer Experience

Babette Ten Haken

The quality of engagement experience is essential for fueling ongoing, high-quality customer experiences. First, the act of engaging customers encourages both customers and sellers to exchange energy with one another. In spite of all of that initial, pre-sale noise.

Differentiation is about seeking Business Common Ground

Babette Ten Haken

And service is off the mark. Consequently, customers realize they have no reason to continue doing business with us. Seeking business common ground differentiates the customer’s experience of us. Book an appointment with me to better serve your customers.

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Collaborative Revenue Generation is Everyone’s Job Function

Babette Ten Haken

Consider that each employee touches some aspect of the customer acquisition and retention process. I offer you 16 collaboration exercises to jump-start collaborative customer retention in your own career trajectory. Better yet, ask your current customers.

Why Collaborative Storytelling is Profitable Storytelling

Babette Ten Haken

Or, tell these stories, compellingly, while acquiring or retaining customers. Consider the impact of our not having time to capture these stories on productivity, profitability and customer retention? Often, these customer stories catalyze other clients to initially do business with us.

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A Workforce Profitability Strategy gives Employees Permission to Shine

Babette Ten Haken

But also, they become co-invested in your customers’ and members’ growth strategies, as well. Think of the aggregated impact of engaged employees on customer experience, customer success and customer retention.

3 Common Scenarios scream for Innovative Customer Retention

Babette Ten Haken

Innovative customer retention should not be a rare occurrence. However, in many organizations, innovative is the last thing customers expect. First of all, customers continuously re-evaluate why they do business with us. Clarify the context of the customer’s issues.

Are You chasing Realistic Goals or Workplace Squirrels?

Babette Ten Haken

Or engaging in work that makes you look busy to employers, like chasing unqualified sales leads or creating a side project to clean up files. Gain tactics to help you better serve yourself, so you can better serve customers.

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Artificial Customer Conversations beget Artificial Customer Experiences

Babette Ten Haken

Is your business fostering artificial customer experiences due to reliance on technology as the primary interface for customer conversations? Listening strategies and tools for the voice of the customer can produce skewed insights. Learn how to better serve your customers.

Workforce Profitability retains Customers

Babette Ten Haken

A solid workforce profitability strategy ultimately retains customers. Revenue generators dedicated to creating the aggregated set of customer experiences required to both acquire and retain customers. What type of customer experiences does this type of hiring model perpetuate?

Focus on these 3 areas for your Happy New Year Strategy

Babette Ten Haken

In my keynotes and workshops on workforce profitability for business growth , I tell the story of a regional VP of Sales who recruited me to move into a new territory, in a new state. Gain tactics to help you better serve yourself, so you can better serve customers.

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What is the Employee Experience of not being Entirely Incorrect?

Babette Ten Haken

Shouldn’t our differences become strengths and opportunities – instead of impediments – to better serve our customers? Organizational cultures which focus on clarifying stakeholder context create more confident employees who ask better questions when serving customers.

It’s too early to worry about retaining Customers, isn’t it?

Babette Ten Haken

It is never too early to focus on retaining customers. Because if you do not make customer retention a simultaneous part of your customer acquisition process, then you will be worrying about retaining customers down the road. Learn how to better serve your customers.

Start Solving the Customer Retention Ownership Conundrum

Babette Ten Haken

The customer retention ownership conversation is not a matter of assigning this critical-to-sustainability activity to “someone” in your organization. So, just who, in your organization is responsible for customer retention ownership? Customers are smart.

3 Strategies to remain On Track yet go Off the Beaten Path

Babette Ten Haken

Is our organization paying lip-service to thinking outside of the box, while ignoring untapped machinery, software and people potential within the existing box? What does our personal development strategy look like, in real-life? We have the best intentions, yet are time-constrained.

To retain Your Customers retain Your Employees First

Babette Ten Haken

Do you retain employees as a critical part of your customer retention strategy? I recall a bunch of client conversations I had as a sales newbie. Because former sales people are fired when they do not made their numbers, right? Your customer base may not be churning right now.

Why Collaborative Business Models make Leaders Uncomfortable

Babette Ten Haken

The difference in reactions – and responses – is rooted in how your brain is hard-wired to think about continuously serving customers. As a result, instead of silos, leaders explore the collaborative strength of ecosystems to serve customers.

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One Millimeter Mindset™ 2018 Workforce Collaboration Blog Review

Babette Ten Haken

We end up serving our customers, better and better, as well. And creating remarkable customer-focused experiences. Collaborative Workplace Experiences create Better Customer Experiences. Confusing Customer Service Delivery with Customer Experience Delivery.

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Why do Organizations have Competing Customer Retention Cultures?

Babette Ten Haken

Are competing customer retention cultures crippling your organization or association? First, competing customer retention cultures are sustained within traditional departmental silos and business models. Rather than creating strategically-positioned contributions to customer experience.

Presenting My Top 2018 Customer Experience Blog Post!

Babette Ten Haken

My top 2018 Customer Experience blog post started off being a reflection of a topic near and dear to my heart. My little post ended up placing fourth out of thirteen entries in the 2018 Customer Experience Update MVP Awards in the category of Organizational Alignment and Company Culture.

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Are You doing Business with Unintentionally Disposable Clients?

Babette Ten Haken

One of my clients is an Industry40 small custom fabricator with a sales force of two: the CEO and the General Manager. Over time, the CEO left business development and sales in the hands of his General Manager.

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3 Ways Departmental Factions negatively impact Customer Delivery

Babette Ten Haken

Over time, assumptions become dogma and are hard-wired into decision-making that impacts how we deliver to customers. Departmental factions negatively impact customer experience. Consider that the richest customer delivery solutions often reside outside departmental boundaries.

3 Reasons why Professional Hesitation is a sign of Strength

Babette Ten Haken

Especially when our audience makes us uncomfortable, like when sales people present to STEM professionals (Science-Technology-Engineering-Math). Or a new spin for Today’s customer retention conundrums. Because enhanced customer success for customer retention is the goal.

Serving Toxic Demanding Customers is not a Business Growth Strategy

Babette Ten Haken

All of us have toxic demanding customers in our client bases. These customers pride themselves in making our business lives difficult. As a result, even when the contract is consummated, these customer types continue to second-guess us and reinforce their self-importance.

3 Ways Our Current Customers find Us Professionally Boring

Babette Ten Haken

Our customers find us professionally boring when we are completely boring. And our sentiments about our customers become very obvious. When current customers are good and bored with us, they are ripe for defection. Think about the customer experiences we create when we are bored.

The Cost of Performing Functionally but not Purposefully

Babette Ten Haken

Gain tactics to help you better serve yourself, so you can better serve customers. Babette Ten Haken is a customer retention specialist. Are you part of a workforce where the emphasis is performing functionally, but not purposefully?

Are We sabotaging Customer Outcomes because of Our Own Priorities?

Babette Ten Haken

Throughout the year, we sabotage customer outcomes in favor of our own priorities. Nonetheless, from our customers’ perspectives, we cycle back and forth throughout the year. Falling short, and then scrambling to recover, when delivering remarkable and enduring customer outcomes.

One Millimeter Mindset™ 2018 Customer Retention Blog Review

Babette Ten Haken

Customer retention is a business growth, expansion and sustainability strategy. Yes, sales people usually get all the glory. However, in reality, customer retention is firmly in the hands of everyone else in the organization who usually is not part of the customer acquisition process.

Reviving the Value of Association Chapter Member Experience

Babette Ten Haken

Just as organizations focus on employee, as well as customer, experience to drive growth, expansion and sustainability, so must association chapters. Gain tactics to help you better serve yourself, so you can better serve customers.

Do Flight Risk Employees gamble with Customer Experience Strategy?

Babette Ten Haken

While multiple factors contribute to employee flight risk , ultimately, maintaining “flighty” employees impacts the quality of delivering on your customer experience strategy. Start asking your current customers. Also, they are dealing with potential customer flight risk, as well.

Develop Your Professional Zen for Customer Experience Success

Babette Ten Haken

It becomes a matter of how we leverage customer experience, long-term. What type of internal customer experience do we “experience”? But also, on behalf of the customers we serve. They are not a component of our technology platform input.

Leaving Customer Care up to Customers? They don?t care!

Babette Ten Haken

Your customers do not care whether you make your quarterly numbers or fulfill your organization’s KPIs. And besides, your customers do not care about creating tremendous customer experiences… for you. You just may be leaving customer care up to your customers.

Do You have a bright shiny Client Retention Strategy?

Babette Ten Haken

You see, a solid client retention strategy is implemented during pre-sale and at time of sale. In fact, customer retention is a never-ending continuum. Within this business growth strategy, no existing customer’s loyalty is ever assumed or taken for granted. .

PODCAST 85: AI will not replace SDRs/BDRs w/ Dan O’Connell

Sales Hacker

This week on the Sales Hacker podcast, we speak with Dan O’Connell, Chief Strategy Officer at Dialpad. How AI & ML are impacting the future of sales. Orienting your sales process around the buyer. Subscribe to the Sales Hacker Podcast. A sale-specific dialect as well.

The Evolution of CRM (And Where it’s Going) in the Future

Sales Hacker

A sales CRM is a foundational tool for modern sales organizations. Here’s a closer a look at the evolution of customer relationship management and where it’s headed. Neglecting your customers and ignoring their journey could easily sink your brand.

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Increase Sales with the Best Live Chat Tools out There [Top 10 List]

Sales Hacker

If you owned a store, you could directly interact with the customers who come in each day. Simply being available can make the difference between getting a sale and losing a potential customer. This includes prompting your team members when a customer wants to chat.

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Profitable Collaboration Outcomes need Positive Stakeholder Experiences

Babette Ten Haken

Or, you achieve positive internal customer experiences which leave everyone feeling good, but not quite as profitably collaborative as intended. First, stakeholders pay lip service to the concept of “teams” which, in essence, is synonymous with everyone working for the same company.

6 Myths About Sales Engagement Technology


Companies are spending more than ever before on technology, but fewer reps are hitting quota (Forbes tells us only 53% of reps hit quota , for example). This is the worst nightmare of anyone managing a sales tech stack. Are you falling prey to myths about Sales Engagement?

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