Not All Customer Touchpoints Are Equal

Sales Benchmark Index

In a world of uncertainty, market leaders are sure which customer touchpoints require prioritization. As a result of a highly volatile year, has your customer journey map been altered? As a sales operations leader, you must be confident in your. Article Sales Strategy

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.

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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.”

How a Sales and Marketing Leader Makes Meaningful Connections with Self-Serve Customers

Sales Benchmark Index

With more independent and educated customers, where do sales and marketing fit into this new model? With more and more possibilities available to the online consumer, the desire for self-serve options does not seem to be subsiding anytime soon.

Promoting Customer Success with Diverse Learning Channels

Speaker: Chrissy Irvine, VP Customer Success, SmashFly, and Hannah Leary, Customer Success Operations Specialist, SmashFly

Whether it’s standing in line at the grocery store or in their Customer Education program, it’s no secret that today’s customers often seek out self-service options. Tune in to learn how (and when) to blend on-demand and instructor-led training, and discover why customer success and scaled education programs go hand-in-hand.

How Europe’s Most Customer-Centric Companies Accelerate Revenue Growth

Sales Benchmark Index

Being customer-centric can no longer be a company’s competitive advantage. This is especially true in Europe, where we have seen a considerable shift across organizations and their focus on the Customer Experience. In order to truly drive top-line revenue, increase.

Retention is the New Growth – Why Customer Success Is Critical Today

Sales Benchmark Index

Going into 2020, Market Leaders were already counting on the majority of their revenue coming from their existing customer base. Most companies build their 2020 Revenue plans on an assumption of GDP growth, and this assumption has shifted. As my.

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 If your boss put this article on your desk, you are probably getting started. With the interest of beginning with the end.

How a Sales and Marketing Leader Deploys AI for an Exceptional Customer Experience

Sales Benchmark Index

In a virtual world, Customer Experience has definitively been at the forefront of the digital revolution. How has your company adapted to the new demands of the market? Many have been turning to AI and automation for an optimized experience.

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 to Drive Revenue Through Retention Marketing & Sales Enablement

Speaker: Ruth Stevens, President of eMarketing Strategy

In a pandemic, it’s more important than ever to focus on retaining and expanding current customers. So, how can sales and marketing support the retention effort? Join Ruth Stevens as she dives into this fast-paced session and reviews the 7 key strategies for current customer marketing, to enable sales and expand customer value.

Selling Through Your Customer

Integrity Solutions

The only reason that a customer would or even should consider doing business with us is that somehow we enhance their ability to attract and serve their customers. For most of us who sell products or services in the B2B world, the sales transaction that we are focused on winning is typically just a small part of our customer’s overall value chain. We get focused on delivering a solution to a customer as if that was the end of the value chain.

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. In the.

What Market-Leading CEOs Do Differently to Measure Customer Experience

Sales Benchmark Index

Most CEOs state that Customer Experience is a differentiator for competitive advantage. Article Customer Experience Strategy Go-To-Market StrategyIf perfected, it becomes difficult for the competition to fast follow.

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How CMOs Are Identifying Shifting Customer Needs

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Why Are We Having a Hard Time Identifying Customer Needs? Just as social media platforms are constantly evolving, so is the way customers wish to interact with your company. Think of your new customer interactions as “TikTok”—it’s quick (less than 15.

[Live Webinar] Creating Delightful Customer Education Programs that Drive Business Outcomes

Speaker: Daniel Quick, Head of Customer Education, Asana

Every day, customers are faced with a multitude of different, often competing, priorities and your training program is no exception. It’s critical that both your content and your learning experience are highly engaging. In this Skilljar webinar, Daniel Quick, the Head of Customer Education at Asana, will share how he brings his background in game design into Customer Education, and help you do the same.

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 this topic?

Brand Promise vs. Brand Experience: How to Deliver a Frictionless Customer Journey

Sales Benchmark Index

Brand Experience and Brand Promise often get grouped into one category when considering how buyers interact with your company, when in fact, the two are separate elements that need to be working in tandem for a frictionless and memorable customer experience.

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?”: This happens when the customer starts thinking the expectations are “x,” when in reality, they are “y.” Instead, the problem hits customer service or others in the company first.

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? Learn more in this 35-second video: When you prospect, you’re not only helping the customer discover why they should buy from you, but you’re also validating if you should even sell to them in the first place. Bad customers are the byproduct of bad salespeople.

How ZoomInfo Enhances Your ABM Strategy

For marketing teams to develop a successful account-based marketing strategy, they need to ensure good data is housed within its Customer Relationship Management (CRM) software. More specifically, updated data can help organizations outline key accounts for their campaigns. And to begin the targeting process, marketing teams must develop an Ideal Customer Profile (ICP) with appropriate firmographic and behavioral data to ensure they’re going after the correct audience.Download this eBook to learn how to start improving your marketing team's data!

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. Now, normally when I’m traveling, I like to get out of the hotel and find a good, local restaurant to eat at. But this evening, it was late and [.].

Capturing the True Meaning of Customer Experience

Sales Benchmark Index

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.

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.

How to Leapfrog Competitors With Your Digital Customer Experience

Sales Benchmark Index

Having a full comprehension of customer experience in a digital world is crucial to revenue growth today. This motion requires not only active market listening, but communicating actionable insights across product, service, and channels — all while reducing friction in.

Building Your Customer Education Brand: Using Customer Champions to Drive Widespread Program Adoption

Speaker: Natasha Husein, Product Marketing Manager, Clever

When you’re building a Customer Education program, your efforts will largely focus on content creation and strategy. In the midst of that development, it’s easy to overlook another core component of your program: marketing. In this webinar, Natasha Husein, Product Marketing Manager at classroom learning technology company, Clever, will present her strategy for branding Clever Academy, and creating customer champions that drive widespread program adoption across its broad user base.

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.

Creating A Customer-Centric Strategy

Integrity Solutions

A customer-centric strategy is about more than just a values statement or a directive to the team. Are your customers truly at the center of your business universe? Are your customers truly at the center of your business universe? What Is Customer-Centric Thinking?

How a Chief Customer Officer Applied SaaS Best Practices to Drive Exponential Growth

Sales Benchmark Index

Jarrod Johnson, Chief Customer Officer at TaskUs, found himself in a similar situation but was able to remain as. For many services companies who achieve exponential growth within narrow timeframes, they often find themselves lagging in critical operational areas, including go-to-market.

How Market-Leading Customer Success Teams Are Responding to CoVid-19

Sales Benchmark Index

In the short history of Customer Success, we have not seen a crisis of this magnitude. CoVid-19 is creating an unprecedented situation. Even those of us that are tenured, and have the gray hair to prove it, don’t have another.

How You Can Triple Your Results With a More Personalized, Empathetic Approach

Speaker: Brian Carroll, CEO and Founder of markempa

Marketing and sales feel pretty tricky right now. What worked before now feels out of touch, but have you made plans for how you'll continue to move forward? You've likely tried everything: expert recommendations, best practices, the latest tools, and automation. But your results are falling short. Here's the thing: All the automation tools, best practices, data analytics won't help get better results now until you master empathizing with your customers. In this webinar, you'll learn how to go beyond rational-logic based sales/marketing and adjust your sales enablement strategy to better understand how buyers feel so that you can connect and help them on their journey.

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

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.

How CMOs Can Increase Revenue by 40% by Leveraging Customer Experience

Sales Benchmark Index

Historically, discussions about “the customer experience” have been code for “let’s talk about some quick wins to improve our renewal rates before the end of the next quarter.” ” But more recently, CX has joined product, marketing, and sales as another.

How Customer-Centric CEOs Grow Revenue Faster Than the Competition

Sales Benchmark Index

Did you know that 70% of the buying experience is based on how the customer feels they are treated? Failing to deliver a good customer experience – from the customer’s perspective – has real consequences. The good news is, if a.

2020 Database Strategies and Contact Acquisition Survey Report

As buyer expectations continue to heighten, marketing and sales teams are feeling pressured to deliver authentic messaging to buyers at every point of their customer journey. This report aims to highlight the current state of B2B database and contact acquisition strategies, and organizations’ goals to leverage data to fuel their go-to-market strategies in 2020 and beyond.

How a Software Leader Leverages Customer Success to Drive Strategic Business Outcomes

Sales Benchmark Index

With the shift towards retention being the new growth, companies have increasingly seen the incremental value that Customer Success brings. If you are still assessing the benefits of a CS function in today’s world, you will fall behind your peers.

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.

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.

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. Monetizing service. Stay Ahead of the.

The Better Way to Onboard Customers

Speaker: Skilljar Experts

The best onboarding programs have a super power: they’re constantly improving. Here at Skilljar, we’ve learned a thing or two about onboarding, both by crafting our own experience, and by collaborating with the best Customer Education professionals in the world. In our upcoming webinar, we’re going to share these learnings with you.