eglobalis

OCTOBER 1, 2024

For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities. A practical example is creating a steering committee that includes representatives from marketing, sales, customer service, IT, finance, and operations. The result?

Customer Journeys 337

Customer Journeys Culture Leadership Effort Score 337

InMoment XI

MAY 18, 2022

While B2B firms have more systems in place than ever to predict sales outcomes, they’re still blindsided when prospects choose another vendor. Interviews can either supplement or replace a post-sales survey. B2B purchasing decisions are complex. They’re financial. They’re political. But more than anything—they’re unpredictable.

B2B 370

B2B Company Roadmap Sales 370

ECXO

FEBRUARY 26, 2024

In the context of customer decisions, they can be used to encourage positive behaviors, increase customer engagement, boost sales, and even foster customer loyalty. When it comes to the world of marketing and sales, understanding the psychology of your customers is paramount to influencing their buying behavior.

Sales 345

Sales Customers Social Media Examples 345

InMoment XI

JANUARY 9, 2024

Decision-making: B2B transactions are often characterized by a more complex decision-making process involving a group of decision-makers within the business, and the sales cycle may be longer. Relationship-building and addressing the needs of multiple stakeholders are crucial in B2B interactions. Customer relationships.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

ECXO

JUNE 13, 2023

This would enable not only marketing, but sales, service and support to engage customers at relevant times along their customer journey. The financial metrics are there, too, with companies reporting sales growth and additional revenue. Those companies are using real-time marketing. The full Report is available HERE.

Marketing 401

Marketing Analytics Government Survey 401

ECXO

JULY 29, 2024

Sales and Delivery Teams : Providing invaluable data through regular customer interactions. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Conduct comprehensive research to understand the full scope of the customer journey.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. Mapping key touch-points—such as contract negotiations, product demos, and post-sales support—can highlight areas where you can enhance the experience.

B2B 297

B2B Strategy Customer Experience Customer Journeys 297

ECXO

APRIL 24, 2024

Strategic Sales, Customer Success and Support Enterprise Sales Strategies: The sales processes for these companies are highly sophisticated, involving direct engagement with several decision-makers, demonstrating potential ROI, and providing assurances about support and customization capabilities.

ROI 317

ROI B2B Software System 317

ECXO

APRIL 28, 2021

You are invited to our second event with the fantastic Tabitha Dunn , the Chief Customer Officer, Head of Customer Experience and Global Sales Excellence at Ericsson. Tabitha Dunn currently serves as chief customer officer, head of Customer Experience and Global Sales Excellence at Ericsson. You are invited to a Zoom webinar.

Chief Customer Officer 296

Chief Customer Officer Roadmap Healthcare Customer Experience Professionals 296

InMoment XI

DECEMBER 6, 2022

How do you train staff in the franchises to instill customer experience in all that they do, maximizing sales? Q: Please share more on how you managed to show a clear link between CX improvement and ROI or sales improvement? Q: ​Your NPS at the franchise level is incredible. It’s often a challenge in many industries.

Chief Customer Officer 368

Chief Customer Officer Brands NPS Customer Centricity 368

ECXO

APRIL 18, 2024

Another time, he had to mediate between a frustrated customer and an indifferent sales representative who had sold the customer a product that didn’t meet their needs. His desk mate, a giraffe named Gina who worked in the sales department, began to notice the difference in Jose’s interactions with customers.

Customer Experience 314

Customer Experience Customer Centricity Chief Customer Officer Culture 314

IntouchInsight

FEBRUARY 23, 2023

According to Convenience Store News, cigarette sales drive roughly 20% of gross margins and account for around 90% of all cigarette sales. Tobacco is a major source of revenue for convenience stores. But despite this, stores are not checking ID 1/3 of the time.

Sales 59

Sales 59

InMoment XI

AUGUST 3, 2022

Despite their global and loyal fanbase, the quick service restaurant chain experienced a period of stalled sales and mixed reception to marketing messages. Their revolutionary blend of quick-service speed and made-for-you care helped them create as many smiles as they did sandwiches. .

Customer Experience 397

Customer Experience Guest Experience Return on Investment ROI 397

C3Centricity

APRIL 9, 2024

This realm is characterized by: Longer Sales Cycles: B2B transactions often involve substantial investments, necessitating a more extended period of deliberation, approval, and procurement processes. A study by Gartner highlighted that 77% of B2B buyers stated their latest purchase was very complex or difficult.

B2C 296

B2C B2B Strategy Marketing 296

eglobalis

NOVEMBER 19, 2024

LinkedIn’s Account Prioritizer LinkedIn has developed an intelligent sales account prioritization engine called Account Prioritizer. This tool uses machine learning models and integrated account-level explanation algorithms within the sales CRM to automate the manual process of sales book prioritization.

B2B 451

B2B Healthcare Innovation System 451

eglobalis

JUNE 27, 2024

Sales and delivery teams provide invaluable data through regular customer interactions. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Companies like Oracle, SAP, Amazon, Samsung, and NTT use VOC to refine their products and services.

Strategy 369

Strategy Customer Experience Net Promoter Score Customer Centricity 369

InMoment XI

JUNE 7, 2022

Transactional surveys can be used to gauge many touchpoints , but the one they’re typically associated with (and the one they’re named for) is a key part of the brand experience: the sale. Transactional surveys are a great way for customers to gauge purchases, but their utility extends far beyond the point of sale.

Survey 368

Survey Call Center Touchpoint Call Center Experience 368

ECXO

JUNE 20, 2023

McKinsey with NielsenIQ looked at five years of sales data from 2017 to mid-2022. Revisit your journey maps and your customer data to also understand what drive buyers experience before you know about them. Buyers and sales cycles are forever changed. For complex B2B solutions, sales cycles can take months.

B2B 367

B2B Brands Innovation Government 367

InMoment XI

OCTOBER 28, 2021

Marketing and Sales have to correctly position your products and services, and set proper expectations for how customers can use them and, more importantly, what benefit(s) they will derive. Nearly all companies are organized around functional silos—sales, marketing, operations, pricing, finance, HR, IT, etc.

CRM 370

CRM Airlines Government ROI 370

IntouchInsight

JUNE 2, 2022

Professional mystery shoppers provide eyewitness reports on physical environments, employee interactions, sales transactions, quality of services offered, and more. When properly executed, mystery shopping programs enable businesses to objectively measure the execution of their brand promises and customer experience initiatives.

Measurement 296

Measurement Report Sales Interaction 296

eglobalis

DECEMBER 17, 2024

Generative AI in Sales and Marketing: Unlocking Opportunities Generative AI is transforming B2B sales and marketing by producing adaptive, data-driven content at scale. Sales enablement tools that predict opportunities, offering targeted strategies for client acquisition.

Net Promoter Score 221

Net Promoter Score Effort Score B2B NPS 221

eglobalis

JULY 31, 2024

Here are seven examples from companies across different continents that showcase the impact of MarTech: Short Cases: Vodafone (Europe) Oracle’s CX Cloud Suite helps Vodafone enhance customer interactions through integrated sales, marketing, and service solutions.

Customer Experience 328

Customer Experience Social Media Analytics Chatbots 328

ECXO

JUNE 11, 2023

This has resulted in an increase in sales and customer satisfaction. Higher sales and a more loyal customer base. The company has implemented an intuitive user interface and seamless integration between devices, such as smartphones, tablets, and smart TVs, providing a seamless and convenient user experience. The result?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

IntouchInsight

SEPTEMBER 23, 2022

Some people will shop sales while others will buy in bulk. As anyone who has recently filled up their gas tank or purchased groceries will tell you, the cost of living just keeps going up. Consumer reactions to this vary greatly. The common goal, however, is to get the best value for every dollar spent.

Loyalty Programs 296

Loyalty Programs Loyalty Sales Consumers 296

InMoment XI

NOVEMBER 12, 2024

Here is a closer look at who can benefit from using social media monitoring: Marketing and Brand Managers Customer Service Teams PR Professionals Sales Teams Product Development Teams 1. Sales Teams Social media monitoring can help sales teams identify leads and better understand customer needs and preferences.

Social Media 360

Social Media Analysis Metrics Analytics 360

InMoment XI

JULY 13, 2022

Feed this data back into your product roadmap and to your sales team. Meanwhile, it also gives your sales team some leeway on what they can offer in response to these criticisms to overcome them at the point of sale or renewal. It’s an extra handy thing to add to their sales playbook.

Net Promoter Score 368

Net Promoter Score Customer Retention Effort Score NPS 368

C3Centricity

MARCH 12, 2024

They seek personalized experiences, and value authenticity and engagement over generic sales pitches. By offering a wealth of free resources, including blogs, e-books, and webinars, HubSpot attracts visitors who are looking for information on inbound marketing and sales. HubSpot is a prime example of content marketing done right.

Customer Engagement 296

Customer Engagement Engagement Competitive Advantage Entertainment 296

InMoment XI

MAY 31, 2022

But the big picture goal is why there is so much buzz around customer journey maps now: Customer journey mapping can move you towards more conversions, greater customer loyalty , and improved customer experience from end to end (or from end to forever, if you are subscription-based and there’s no bottom to your sales funnel).

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

Steve DiGioia

MAY 17, 2021

According to several employees and training manuals, Apple Inc’s sales associates are taught an unusual sales philosophy: not to sell, but rather to help customers solve problems. To that end, employees receive no sales commissions and have no sales quotas. “You were never trying to close a sale.

Customer Service 341

Customer Service e-support Self Service Customers 341

eglobalis

SEPTEMBER 28, 2024

They are more focused on making sales than nurturing long-term relationships, a strategy that could lead to declining trust and customer loss in the long run. They were able to deliver a car within two weeks, and the initial sales experience was positive.

Automotive 373

Automotive Loyalty System Return on Investment 373