The Magic Customer Service Question

The Sales Heretic

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

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.

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? With each sale you make, you further demonstrate who you are and what you do.

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.

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

specific to sales, legal, and information technology professionals. 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. Sales automation is.

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.

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

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.

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.

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.

Using Connected Device Data to Improve Sales

Speaker: Charlie Isaacs, CTO for Customer Connection at Salesforce

There is an incredible opportunity for companies to take data from connected devices and use it to improve your sales pipeline, make your reps more effective, and even (with the help of AI) handle entire portions of the sales process for you!

Orchestrating a World Class Customer Experience

Sales Benchmark Index

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

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.

7 Must-Have Automated Documents for Sales Success

don’t move as quickly as they’d like--especially when it comes to sales teams. Many companies have adopted technologies like customer relationship management. Sales teams, in particular, waste precious time and resources on repetitive tasks and manual data. of the sales toolkit.

How a Sales Leader Leverages Customer Experience

Sales Benchmark Index

Today Mike Balow, the Executive VP of Sales and Applications for Cypress Semiconductor, joins us and discusses leveraging CX to enhance your key account program. 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 tv

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? Do you know the story of what happens to clients, after that new contract lands in-house, for post-sale execution?

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.

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

Togetherness: Achieving Sales and Marketing Alignment

Speaker: Jeff Davis, Founder, jd2 Consulting Group

Studies show failure to align sales and marketing teams around the right processes and technologies costs B2B companies 10% or more of revenue per year. In today’s B2B business environment sales and marketing can no longer operate in silos.

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.

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.

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

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 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.

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?

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.

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.

Should the VP of Customer Success Report to the VP of Sales?

Sales Benchmark Index

Customer Success continues to be one of the hottest topics on the mind of the sales leaders and CEO’s we work with. Few will argue against the benefits of Customer Success – driving profitable growth, product adoption and customer reference-ability.

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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.

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?

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.

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 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.

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.

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.

Advanced Best Practices to Accelerate the Impact of Customer Success

Sales Benchmark Index

Our guest today is Bernie Kassar, Chief Customer Officer for Xactly Corporation. Bernie pioneered the field of Customer Success as one of the first SVP’s of Customer Success five years ago.

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.

Marketing’s Critical Alliance with Customer Success

Sales Benchmark Index

InsideView is the leading cloud-based market intelligence platform for sales and marketing professionals. Our guest today is Tracy Eiler, the Chief Marketing Officer for InsideView. Tracy is a revenue-driven SaaS marketing executive and co-author of Aligned to Achieve: How to.