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

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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.

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How Customer Experience Impacts Financial Performance

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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.

Capturing the True Meaning of Customer Experience

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Brad Christian, Chief Customer Officer of Market Force, joins us to share the true meaning of customer experience. Brad and his team at Market Force have become masters of customer experience and have shared some of the best-practices that impact.

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

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?”:

Implementing an Advocacy Process as Part of Customer Success

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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?

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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

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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

Orchestrating a World Class Customer Experience

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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.

Hidden Obstacles Can Sink Your Best Customer Experience Efforts

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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

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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.

Creating Unforgettable Moments in Key Phases of Your Customer Journey

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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.

Artificial Intelligence and the Customer Experience

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

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

2018 Priority: Grow Revenue With Customer Success

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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

Retain More Revenue by Choosing the Right Customer Success Technology

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It has streamlined implementation and heightened ease of use for customers and vendors alike. Managing Complexity and Competition. Cloud-based Software as a Service (SaaS) software delivery has revolutionized the B2B software sales cycle.

Understanding Your Customer’s Story with Listening Paths

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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.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Why Episode Analysis Is Vital to Understanding Your Customers

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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

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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.

The Impact of a Third-Party Perspective on Customer Experience

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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.

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

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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.

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.

Reallocating CSM Time Can Dramatically Improve Customer Success Revenue

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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.

A Product Platform Empowers Your Organization and Unlocks Customer Value

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

Forging the Path for Customer Operations

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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.

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

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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.

4 Steps to Developing Your Customer Care Strategy

How to Grow Revenues with Customer Success

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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.

Why Do PE Firms Care About Customer Experience?

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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.

4 Elements of Superior Customer Success and Customer Experience

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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

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.

Selling in the Age of Ceaseless Change: A CSO Insights Sales Performance Report

How a Sales Leader Leverages Customer Experience

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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.