Customer Guru

APRIL 10, 2018

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. A book that would convey my belief ‘SALES HEAPS BUT SERVICE REAPS’ … but in a fun way. Try it, it works!

Consulting 110

Consulting Customer Service Customer Centricity Travel 110

Integrity Solutions

NOVEMBER 29, 2022

While investing in sales training can produce a range of benefits, all of us in sales know it all boils down to the bottom line. Here are the sales training metrics you should be using to measure your success. How to Determine Sales Training Metrics. How to Determine Sales Training Metrics.

Training 86

Training Metrics Sales ROI 86

InMoment XI

JANUARY 10, 2023

They’ve got a sales team focused on enterprise sales, a customer success team that largely spends its time making onboarding simple and straightforward, and a customer support team that’s available to fix problems. Create a roadmap : Allow qualitative feedback to drive your plan for CX improvement. Big Picture Analysis.

Customer Experience 243

Customer Experience Management Customer Journeys Effort Score 243

Integrity Solutions

JUNE 19, 2023

Since our work focuses on both skill and will — the skillset as well as the mindset necessary for sales success — we often get asked what the specific, core sales skills are that every salespeson today needs to have. We know that sales prospecting is a vital part of sales success.

Sales 16

Sales Communication Roadmap Competitive Advantage 16

ECXO

MAY 11, 2023

Research by McKinsey discovered that companies that get organised and manage CX can realise a 20% improvement in customer satisfaction, a 15% hike in sales conversion, a 30% reduction in the cost to serve and a 30% increase in employee engagement. .’ And being able to organise around your customers pays. Let’s continue.

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

One Millimeter Mindset

JANUARY 25, 2023

First, how many times during sales calls or project meetings are you intimidated by other colleagues’ perceived levels of knowledge? Consider the opportunities missed (and sales dollars left on the table) when you remain a spectator when working with or selling to individuals who do not solve problems the same way you do. Together. |

Consulting 88

Consulting Innovation Roadmap Leadership 88

DCX

OCTOBER 20, 2024

It’s packed with strategies to get every department—from customer service to sales, product, tech, finance, and HR—on board with customer-centric practices. If you’re serious about getting everyone on the same page, this is your roadmap! Read more

Video 52

Video Chatbots Customer Centricity Trends 52

Totango

AUGUST 13, 2024

Master the RACI: Your roadmap to success A RACI matrix, which stands for Responsible, Accountable, Consulted, and Informed, is a powerful tool for clarifying roles and responsibilities across teams. The goal isn’t to push unnecessary sales but to leverage CS insights to better serve customers and drive mutual growth.

Customer Success 101

Customer Success Management Customers Roadmap 101

DCX

OCTOBER 20, 2024

It’s packed with strategies to get every department—from customer service to sales, product, tech, finance, and HR—on board with customer-centric practices. If you’re serious about getting everyone on the same page, this is your roadmap! Read more

Video 52

Video Chatbots Customer Centricity Trends 52

Calabrio

NOVEMBER 1, 2016

Recently, I co-hosted a webinar with Donna Fluss, President of DMG Consulting, titled “Speech Analytics: Best Practices and Pitfalls to Avoid.” For example, our Innovation Center provides training and educational materials as well as accessibility to our consulting experts, so our customers can feel confident in navigating their investment.

Analytics 100

Analytics Company Contact Center Return on Investment 100

SurveySensum

JULY 14, 2020

Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. Ian Golding – Customer Experience Consultant, Speaker, Author, Blogger. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

They’re all about the customer’s perspective, making them different from process maps or product roadmaps, for example. Salesforce is undeniably a powerhouse for needs spanning the marketing, sales, and customer experience lifecycle. Bringing in a CX consultant can help navigate internal politics and streamline the conversations.

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

DCX

OCTOBER 13, 2024

It’s packed with strategies to get every department—from customer service to sales, product, tech, finance, and HR—on board with customer-centric practices. If you’re serious about getting everyone on the same page, this is your roadmap!

Video 52

Video Customer Centricity Roadmap Course 52

ChurnZero

MARCH 31, 2023

In other words, the growth a company generates from loyal customers will vastly outweigh the value of the initial sale. Customer Success keeps sales team promises Sales and Customer Success teams both interact with customers at “different stages of their journey,” according to HubSpot.

Customer Success 98

Customer Success Net Promoter Score Effort Score Sales 98

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Refining post-sale strategies to better understand and meet the needs of customers. For example, unified data bridges the gap between sales and CS teams.

Report 98

Report Trends Customer Success Self Service 98

Horizon CX

APRIL 1, 2024

There are several CX maturity models available, and many CX consultancies offer CX maturity assessments. This assessment provides valuable insights into current CX capabilities, identifies areas for improvement, and helps chart a roadmap for advancement. HorizonCX offers a free CX maturity assessment here: [link].

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Gainsight

SEPTEMBER 8, 2021

It helps that Sales and Marketing figured this out long ago. Software, reporting and analysis, enablement, and rock-solid processes and techniques will multiply the impact of a great sales rep or copywriter. It’s common to lean on IT, Revenue Ops or Sales Ops, an analytics team, or others. The same is true for CSMs.

Marketing 105

Marketing ROI Leadership Analysis 105

DCX

DECEMBER 22, 2024

Companies that use AI personalization see happier customers, stronger loyalty, and more sales. The CX Leader’s Guide to Organizational Buy-In is your blueprint for getting every department—whether it’s customer service, sales, product, tech, finance, or HR—aligned with customer-centric practices. The payoff?

Retail 52

Retail Self Service Tips Customer Centricity 52

Experience Investigators by 360Connext

JULY 24, 2019

The struggle to move an entire organization from product- or sales-focused to customer-focused is intense. In my consulting work, I run into these six CX problems often, so there’s a good chance they’re affecting your organization too. And they had the benefit of starting that way. No small feat! What CAN you do?

Customer Journeys 110

Customer Journeys Culture Customer Centricity CRM 110

SuiteCX

JUNE 16, 2017

Mobile enables smart sales associates to suggest alternative products, help consumers find the product in their size, and enable consumers to have the product delivered to their home or arrange for pick up in store. Retailers will need a data and technology roadmap to help direct future investments where they will make the most difference.

Omni-Channel 124

Omni-Channel Retail Industry Multi-Channel 124

Comm100

FEBRUARY 7, 2018

By keeping this list in sight during research — or using it to ask your vendor questions during a sales pitch — you will be able to avoid hidden drawbacks and make an informed decision about which customer engagement solution is right for your company. Does the vendor offer an in-house consultation for use or purchase?

Software 133

Software Customer Engagement Engagement Social Media 133

ChurnZero

JANUARY 8, 2021

Staci brings over 25 years of technology experience to Khoros, including leadership roles at top services and sales companies like Microsoft, Vignette, HEALTHCAREfirst, and Dell. Most recently, Staci led a worldwide sales team at IBM for an offering that secures customers’ digital engagements. Follow Jason on Twitter and LinkedIn. .

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

CustomerSuccessBox

SEPTEMBER 20, 2021

Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. He posts regularly on customer success, customer experience, and customer-centricity and is a Growth Consultant focused on Customer-centric Growth. how to design and build a sales & marketing growth machine, etc. 10 Customer Success KPIs.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

Gainsight

APRIL 26, 2019

In the “final frontier” there isn’t a roadmap to follow. Hires from Support or Account Management exclusively; reliant on “rock stars” May also hire from management consulting, customer domain, product or other areas. Sales Alignment. Complains about the Sales team. Focused on defense (e.g.,

Leadership 79

Leadership Customer Success Roadmap Conference 79

Amity

MAY 6, 2018

Include training options in your onboarding plan as you transition your customer out of the sales process. When you schedule an introductory call, gather any information from the sales process to prepare yourself. Take these goals and lay them out on a defined roadmap. DO stay Data-Driven. Combat this from the very beginning.

Self Service 96

Self Service Training Customers Roadmap 96

ChurnZero

JUNE 26, 2020

A product’s future roadmap features, or only its currently available features, should be included in a response (consider adding that as a response choice as well). This will help offset the “quantity over quality” sales approach that vendors sometimes push with ancillary features that don’t have a strong use case or value.

Software 98

Software Customer Success Comparison Net Promoter Score 98

Bold360

MAY 5, 2020

On this episode of CXNext, I interview Adrian Brady-Cesana , who holds more than 15 years of experience in customer experience and service, sales, and operations management and consulting and who now serves as senior manager of customer experience at ACV Auctions. How can you still be productive but also be flexible?

Customer Journeys 87

Customer Journeys Loyalty Programs Roadmap Exercises 87

Comm100

FEBRUARY 6, 2018

Price : Sales Cloud ranges from $25-$300/user/month. Sales + Service Cloud ranges from $100-$325/user/month. Need : An industry-leading CRM — features include lead scoring, SMS marketing, event management, sales reports, social CRM, mobile app, web content personalization, and more. Service Cloud ranges from $75-$300/user/month.

Software 145

Software Customer Engagement Engagement Omni-Channel 145

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing shows how to apply behavioural science principles in key areas of marketing, including marketing communications, email, direct mail and ad campaigns, social media marketing and sales funnel conversion strategies. It’s not enough to know that happy employees equals happy customers. Here is the link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

SuiteCX

JUNE 16, 2017

Mobile enables smart sales associates to suggest alternative products, help consumers find the product in their size, and enable consumers to have the product delivered to their home or arrange for pick up in store. Retailers will need a data and technology roadmap to help direct future investments where they will make the most difference.

Omni-Channel 100

Omni-Channel Retail Multi-Channel Social Media 100

ChurnZero

JANUARY 13, 2023

Ed Powers , principal consultant, Service Excellence Partners. The post-sales customer journey will also become more intelligent as organizations accelerate their use of cutting-edge data and technologies. It’s about time CS gets the same attention as sales. Post-sales functions will get a rebrand.

Trends 98

Trends Customer Success Chief Customer Officer Customer Journeys 98

Gainsight

JANUARY 9, 2019

But that barebones level of focus on the customer usually translated into sporadic, pre-sale oriented, and ill-defined actions. And this digital delivery underscores the need for an excellent post-sale experience. Savvy business leaders have long understood that a certain level of customer-centricity is just table stakes.

Customer Success 73

Customer Success Customer Centricity Roadmap Software 73

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In All of the above (and more).

Customer Success 59

Customer Success Company Management Roadmap 59

ChurnZero

MAY 22, 2024

Building an executable digital CS strategy has three key components: a digital roadmap, an automation plan, and a touchpoint map. 1: Your digital customer success strategy’s digital roadmap. Be sure to include the “how” in your roadmap in addition to the “what.” What the heck do those mean? That’s okay! Find it here.

Customer Success 52

Customer Success Strategy Roadmap How To 52

CustomerSuccessBox

DECEMBER 4, 2019

Some additional contributing factors to this are the integration support from the vendor, consultation based on other successful implementations and complete transparency with regards to the execution steps of the project plan. Also – what is the roadmap for your product? Problems at the door. Problems are eternal.

Customer Success 59

Customer Success Roadmap Return on Investment Customers 59

Amity

OCTOBER 3, 2016

Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. Amity: At this juncture, you are no longer trying to “make the sale” The first 90-days is your opportunity, as a CSM, to start influencing customer outcomes.

ROI 76

ROI System Roadmap Measurement 76

Kustomer

JUNE 1, 2021

I’ll walk you through the recent improvements we’ve made to our customer support, in addition to what is on the roadmap. On top of everything, we added holiday coverage to provide better support during our clients’ busiest times, and shifted from transactional to consultative support. Growing Pains Lead to New Opportunities.

Training 83

Training Roadmap B2B Feedback 83