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.

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

4 Steps to Developing Your Customer Care Strategy

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.

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.

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.

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.

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

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.

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

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.

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.

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.

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.

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.

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.

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.

Using Connected Device Data to Improve Sales

Speaker: Charlie Isaacs, CTO for Customer Connection at Salesforce

Charlie Isaacs, CTO for Customer Connection at Salesforce, has the answer to that question, and many more on top of it. You likely have many connected devices all around you.

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

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. What subset of customers’ voices are captured?

What are customer service skills?

MTD Sales Training

When you hear the term ‘customer service’, what connotations spring up? Whatever you think customer service is, it often needs to be revisited in order to be kept front-of-mind. What customer service skills will we need that will set us apart from others in the future?

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.

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.

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.

Three Customer Service Secrets—True or False?

Mr. Inside Sales

How would you rate your cell phone company’s customer service? Customer service basics are a part of all inside sales positions. Good customer service isn’t as much about personality as it is about learning and consistently using a set of proven skills.

Increase the Impact of Customer Success by Mapping the Customer Journey

Sales Benchmark Index

Joining us on SBI TV is Bernie Kassar, Chief Customer Officer for Xactly Corp. Bernie pioneered the field of Customer Success as one of the first SVP’s of Customer Success five years ago.

Design Thinking, Empathy, and the Ideal Customer Experience Design

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Your Design Thinking Needs Analysis and Abstract Reasoning to Align with the Customer.

Togetherness: Achieving Sales and Marketing Alignment

Speaker: Jeff Davis, Founder, jd2 Consulting Group

This means we must intimately understand the customer journey then implement tech that helps us provide an amazing customer experience.

Customer Lifecycle Management – The Foundation for an Effective Customer Success Organization

Sales Benchmark Index

Customer Success has become one of the hottest trends and sources of growth in Revenue Management. In fact, if you are managing Customer Support, Renewals, and/or Upsell you are keenly aware how much impact a Customer Success Strategy can have.

What’s New in Enabling the Customer Success Function?

Sales Benchmark Index

Download The 90 Day Sales Enablement Plan for Customer Success. In this tool, we review the core functional accountabilities for sales enablement leaders, which of these accountabilities need to be leveraged to enable customer success managers, and a 90 workplan.

Top 3 Customer Retention Metrics

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“Our customer retention is excellent. We only lose 5% of customers per year, so our retention is 95%.”. Article Corporate Strategy critical metrics Customer Retention making your number Mike Spence retention retention metrics retention rate revenue growth

How to Create an Ideal Customer Profile (ICP) to Target the Right Customers

DiscoverOrg Sales

The Ideal Customer Profile (ICP) is used to identify, source, and prioritize your best prospects – but how do you create an accurate ICP in the first place? It takes time, money, and people to attract, convert, and delight new customers. What is an Ideal Customer Profile?

How to Level Up Your Marketing Strategy with Video

Storytelling Outcomes influence Post Sale Customer Expectations

Babette Ten Haken

Storytelling outcomes influence post-sale customer expectations about long-term experiences with products, services and solutions. In addition, the stories you tell impact investor, customer, and co-worker expectations of how it is going to be: working with you, yourself.

Customer Service By the Bucketful

The Sales Heretic

Sales customer money service snacksJames Saucedo isn’t a salesperson. But most salespeople could learn a thing or two from him. James drives a shuttle van for the Courtyard by Marriott hotel in Austin, Texas. I had the pleasure of riding in his van when I flew into Austin not long ago.

How The CEO Can Jump-Start The Customer Experience Transformation (CXT)

Sales Benchmark Index

As The CEO, you obsess about your Customer. You also know you need to transform your Customer Experience. You are aware that customer expectations have risen, however, your company has not evolved to address them.

Customer Retention Strategy or Customer Churn Strategy?

Babette Ten Haken

Ever think that your organization’s or association’s customer retention strategy may actually function as a customer churn strategy? First, assuming that you have a customer retention strategy in place, when is the last time you did a forensic analysis of strategy effectiveness?

Churn 95