I’ve Mapped My Customer Journey, Now What?

Sales Benchmark Index

What Is the Purpose of This Customer Journey Map? According to a recent article from Invesprco, “Customer journey maps give businesses a way of getting into their customers’ heads, helping them gain valuable insight and understanding regarding common customer pain points.”

Resolving the Customer Success Tension

Sales Benchmark Index

Dave Moore is the SVP of Sales for Businessolver a leading provider of benefits administration, technology, and services. In a phrase, they help organizations manage their healthcare spend as it relates to employee benefits. Tune in to hear more from Dave on the.

How Customer Experience Impacts Financial Performance

Sales Benchmark Index

Many customer-oriented initiatives come with a significant price tag, and customer success leaders question their ROI. Brad Christian, Chief Customer Officer of Market Force, joins us to discuss the impact that customer experience has on a company’s financial performance.

Why Do I Have Bad Customers?

The Sales Hunter

Are your customers really bad, or do their expectations just not line up with yours? Bad customers are a result of failing to establish expectations with the customer that align with what you deliver. Watch this 35-second video: “Do You Have Lousy Customers?”:

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

Do You Have Lousy Customers?

The Sales Hunter

Do you have lousy customers? If you’re saying yes, then why do you think your customers are lousy? Are your customers lousy because your sales process attracts the wrong customers? Your history in sales and the customers you have become your future reputation.

Implementing an Advocacy Process as Part of Customer Success

Sales Benchmark Index

Because harnessing passion from advocates is an authentic way to drive customer intimacy and revenue growth. Advocacy is on fire! Research from the Demand Gen Report shared that as much as 84% of buyers seek input from their peers.

How Do You Measure Customer Experience?

Sales Benchmark Index

Recently, my colleague Sid Nakappan wrote an article on How the CEO can jumpstart the Customer Experience Transformation. Article Corporate Strategy Marketing Strategy Sales Strategy article b2b B2C baseline behavioral books boss ceo chief customer officef 2.0

Confusing Customer Service Delivery with Customer Experience Delivery?

Babette Ten Haken

Do we really understand the difference between customer service delivery and customer experience delivery? At times, our self-focused perception leaves customer service delivery up to everyone with “service” as part of their job titles. Throughout that customer’s lifecycle.

Executing a World-Class Customer Experience

Sales Benchmark Index

In a previous article, SBI explained the importance of CMOs taking ownership of the Customer Life Cycle. If you already agree with its importance, your next two questions are likely: “What does great look like?” ” “How do I deliver it?” ” While there are.

Using Connected Device Data to Improve Sales

Speaker: Charlie Isaacs, CTO for Customer Connection at Salesforce

How Customer Journey Mapping Can Save Your Marketing Budget— and Your Brand

Sales Benchmark Index

Mapping the Customer Journey Is Complex – but It’s Worth the Effort.

Hidden Obstacles Can Sink Your Best Customer Experience Efforts

Sales Benchmark Index

You have a variety of channels to meet customers along their journey. You know they are reading your emails. They are actively downloading information and filling out forms. They even had conversations with your representatives and are “very satisfied” with.

Orchestrating a World Class Customer Experience

Sales Benchmark Index

In today’s show, Doris details how to orchestrate a world class customer experience. The customer experience trend is sweeping. Joining us on SBI TV is Doris Raimundi, SVP of Consumer Banking Sales and Support for US Bank.

Creating Unforgettable Moments in Key Phases of Your Customer Journey

Sales Benchmark Index

Market-leading companies develop and execute on strategies that are aligned to their customers expressed and unexpressed needs. This is often captured in a Customer Journey Map.

7 Must-Have Automated Documents for Sales Success

Many companies have adopted technologies like customer relationship management. Even if it’s all in Salesforce, crucial account data is spread across different objects— Accounts, Opportunities, Contacts, and custom objects—users must constantly. Customize content by recipient.

The Link Between Pricing and Customer Experience

Sales Benchmark Index

Wondering what is the next emerging best practice in Customer Experience? This is in addition the typical Customer Experience benefits of decreased churn and higher cross-sell/ upsell. Listen to how a sales leader leverages Customer Experience.

Understanding Your Customer’s Story with Listening Paths

Sales Benchmark Index

Messaging Pipelines. When I was younger, I would often play “The Telephone Game” with my friends. You whisper a phrase to one person, who whispers it to another, and so on until the last person in the line repeats the message.

2018 Priority: Grow Revenue With Customer Success

Sales Benchmark Index

Article Corporate Strategy Marketing Strategy Sales Strategy build a customer success team csm customer success customer success manager Customer Success Manager hiring profile hiring profile Marketing marketing strategy

The Impact of a Third-Party Perspective on Customer Experience

Sales Benchmark Index

One of the most significant mistakes B2B companies can make is not utilizing third-parties to help manage their customer experience platforms. An expert in the customer success industry joins us to discuss the benefit of having a third-party perspective.

4 Steps to Developing Your Customer Care Strategy

75% of Customers Message Businesses to Make a Purchase—Including Yours

Sales Benchmark Index

Uber has been credited with many disruptive Customer Experience Trends, so it’s no surprise that in 2015, Chris Messina coined the term “Conversational commerce” in a brief Medium article. The Basics of Conversational Commerce.

Why Episode Analysis Is Vital to Understanding Your Customers

Sales Benchmark Index

There is lots of great content on Customer Journey Mapping as well as Touchpoint Analysis, but why is this vital component overlooked? If you search “Episode Analysis” your results are flooded by “Game of Thrones” results.

Grow Enterprise Value with Customer Success

Sales Benchmark Index

Our guest on SBI TV is Gaye Gilbert, Executive Vice President of Customer Success at First Advantage. Gaye has already implemented customer success initiative while most companies are just now starting to think about getting started. Anyone in customer success in.

3 Customer Service Secrets – True or False?

Mr. Inside Sales

If your company has customer service reps (Hint: Every person in your company is a customer service rep!), then it’s imperative for your success to make sure your customers don’t feel this same way. True or False: It is hard to find and train good customer service reps.

Togetherness: Achieving Sales and Marketing Alignment

Speaker: Jeff Davis, Founder, jd2 Consulting Group

The Magic Customer Service Question

The Sales Heretic

Sales customer experience keynote product question seminar service speech training workshopI was hungry. I had just checked in at the Sheraton hotel in Tampa, Florida, where I was conducting a sales training seminar the next day.

How the “Digital First” Failure Has Driven a Revenue-Generating Customer Experience

Sales Benchmark Index

What Is Digital First? Digital first is a marketing concept created to reach consumers on digital platforms. The intent of digital first was to optimize content through digital channels. It was a response to the demand to reach consumers on the.

A Product Platform Empowers Your Organization and Unlocks Customer Value

Sales Benchmark Index

A Platform elevates your offerings from merely functionally adequate to a driver of an emotional bond with your customers.

Reallocating CSM Time Can Dramatically Improve Customer Success Revenue

Sales Benchmark Index

As a Customer Success Leader, to scale your organization, you have to get the most out of your team. Your greatest lever, is how to allocate a Customer Success Professional’s most important asset, their time.

How to Level Up Your Marketing Strategy with Video

4 Elements of Superior Customer Success and Customer Experience

Sales Benchmark Index

Article Corporate Strategy Sales Strategy 2019 better outcomes Competitive Advantage cs customer experience customer success CX Dan Bernoske experience to outcome experience:outcome measure CX sbi workbook

Forging the Path for Customer Operations

Sales Benchmark Index

Scott Asher most recently led Customer Operations for RentPath, a leading digital marketplace connecting millions of consumers with apartments, condos, and houses for rent through their massive network and websites. Scott spent 6 years in the emerging role of VP of Customer.

7 Ways to Destroy Customer Relationships

MTD Sales Training

Customers often judge us by the quality of the back-up service we offer. If the back-up isn’t there, we may as well say goodbye immediately to this customer being loyal to us. Naturally, good quality service is the requisite for customer satisfaction.

How to Grow Revenues with Customer Success

Sales Benchmark Index

Joining us for today’s show is Natalie Fedie, a Vice President of Customer Success who knows how to grow and retain customers. Today’s topic is dedicated to the topic of Customer Success.

In the Race to Win More Customers, Sales Needs Digital Transformation

to do more, customers demand that you know more, and. personalized customer engagement and methods to utilize the. were HR, sales, customer service, finance/accounting, IT, and. At the same time, customer expectations grow ever.

Are Customer Acquisition Stories also Customer Retention Stories?

Babette Ten Haken

What do your customer retention stories sound like? Can you rely on the same stories you told to acquire new customers, to also retain them? Customer retention stories involve more than just how your products, features and services play out, over time.

Why Do PE Firms Care About Customer Experience?

Sales Benchmark Index

First, what is Customer Experience and why should you care? Private Equity firms care about Customer Experience (Cx), because it is key to driving revenue growth, maximizing reducing the expense to bookings ratio, while providing customers with a great interaction.

How a Sales Leader Leverages Customer Experience

Sales Benchmark Index

Customer Experience Strategy Customer Success Strategy Go-To-Market Strategy Marketing Strategy Professional Services Sales Strategy Video 2019 planning b2b customer experience customer success CX Go-To-Market make your number marketing strategy Mike Balow revenue growth sales strategy sbi podcast sbi tvToday Mike Balow, the Executive VP of Sales and Applications for Cypress Semiconductor, joins us and discusses leveraging CX to enhance your key account program.

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.