People & Problems: The core of strategic account planning

Strategic Account Management Association

Many of us still can’t hop on planes and sell face-to-face—or at least not as much as we want to—and our customers are grappling with their own sets of shifting priorities made more urgent by forces beyond their control. How we’re able to step up and continue to serve these customers depends on our ability to collaborate internally and prioritize our finite resources to deliver maximal value. In short, teams are focused on putting the customer at the center.

Do Your Key Account Managers Really Know Their Most Important Accounts?

Kapta

When entire customer success teams act on faulty information, it’s no wonder account managers can get blind-sighted by churn or experience disengagement. How do you know if they really understand what their customers want and need? What are the customer’s goals?

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Self-Service Knowledge Base for Customer Success

SmartKarrot

You sit down on your desk and now have to hear complaining customers yelling at the top of their voice, on the other side of the phone, for the next eight hours. Is there any way to scale up customer service ?’. Let us dig into the world of knowledge base to get started.

When an Account Manager Leaves Your Team, How Big a Gap Is Left?

Kapta

These are the people responsible for retaining and growing your most important existing customers who have the ability to substantially impact your bottom line. So, what happens with your AM’s depth of knowledge when they leave?

CRM integration: What it is, why is it essential, and 4 key integrations

Insightly

Customer Relationship Management (CRM) integration is essential to unlocking the true power of a CRM. When done right, CRM integrations reduce organizational silos, save time, and bring an in-depth customer understanding to your entire organization. .

CRM 87

How to build customer intelligence (and why you should)

Zendesk

Consumers want to buy from companies that understand them and deliver customized experiences. In fact, the Zendesk Customer Experience Trends Report revealed that 66 percent of buyers expect personalization from brands. What is customer intelligence, and why is it important?

CRM 83

Outcome Selling: Don’t Sell the Product, Sell the Outcome

Hubspot Sales

Instead of overwhelming customers with every bit of information about your product and its features, outcome selling helps you deliver the exact details your customers want to hear — and as a result, they’ll be more eager and ready to buy. Increased Customer Loyalty.

What is a CRM?

Insightly

Customer relationship management ( CRM ) is a software system that allows businesses to capture and store business and customer data in a single database. CRMs help you get to know your customers and forge lasting relationships with them. Customer service. CUSTOMER.

CRM 52

What are the benefits of CRM?

MTD Sales Training

CRM stands for Customer Relationship Management, and it’s essential that when you are selling your promises of a better future to your prospects, you are able to keep manageable records for those sales. The benefits of CRM systems are manifold, and here we list some of them so you can be assured you’re going in the right direction for the long-term relationship you’re building for your company and your customers. 1) It helps you manage the overall customer experience.

CRM 65

Shared Inbox 101 + The 7 Best Shared Inbox Tools

Help Scout

When your business is small and you have a low volume of support requests, using a distribution list or shared Gmail or Outlook mailbox may be an effective way to handle customer service. ✔ View historical customer data.

How Matt Ondrejko, VP of Global Marketing at Valmont Industries, is leading a digital transformation | Building Modern Sellers Blog Series

Showpad

In this interview, Matt shares his perspective on how to get a business to digital faster using methods and tools that reduce print and increase customer insights in a non-traditional sales environment. . Providing value to the customer is going to hinge the sale. .

How To Guarantee An Increase In Value

MTD Sales Training

We often consider ‘value’ in the sense of what something is worth to our customers, and we are sometimes found trying to increase our value in order to justify our prices or our cost base in comparison to our competitors. But into today’s world of highly-competitive offers and ever-increasing demands from customers, it can be difficult to assess exactly what constitutes value to customers. Here are some ideas: 1) Decide which areas your customersknowledge is lacking.

Different Types of Knowledge and What They Mean For Your Organization

CMOE

Every successful company or organization in the world is built upon the same foundation: knowledge. And this makes sense; after all, if a company isn’t built around knowledgeknowledge of the customer, knowledge of efficient internal and external processes, knowledge of the market in which the company operates, and more—it simply won’t be able to function in the first place. You need to implement knowledge management.

Suggestive selling definition and techniques (2022 sales guide)

Zendesk

In the world of sales, there’s nothing as exciting as getting new customers through the door (virtual or otherwise). It’s a balancing act to promote your products or services while also creating a customer experience that isn’t uncomfortable or overwhelming. Get to know your customers.

B2C 52

Flipping the Script on the 80/20 Rule in Sales

Hubspot Sales

It also explains the rationale behind the recommendations it provides, giving the sales team valuable customer knowledge and talking points to help close the deal. 80/20 Rule in Sales. Also known as the Pareto Principle, the 80/20 Rule is a formula stating 80% of sales are made by 20% of sales reps. It can feel impossible for underperforming reps to crawl out from under -- but it's not.

Jul 05 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: Boulder, CO, US Organization: Floify As a Director of Customer Success, you will build, develop & maintain C-level and senior-level customer relationships for enterprise-level clients and ensure the renewal of key accounts.

What Your CMO Doesn’t Know About Customer Advocate Programs

SBI

What Your CMO Doesn’t Know About Customer Advocate Programs. I’m always fascinated that customer advocate programs (CAP) are rarely in the various pundits’ priority lists, at least explicitly. Improve customer experience throughout the full lifecycle.

Are Your Customer Insights Tired?

SBI Growth

This is the time of year that you need to strengthen your position with prospects and customers. One of the most beneficial activities you can do is attain deeper customer insight. You need real , accurate customer insight. Get to know your customer better than ever before by downloading the Micro Questions Guide. Do you know your customer? Years ago the MacKay 66 was the holy grail of customer knowledge for sales reps.

How to Train Your Lead Development Team for Today's New Buyer

SBI Growth

Changing your approach is vital to staying aligned with your customers. In this training, they should utilize mock exercises to hone to customer communication and engagement. Lead Management Process Knowledge. Customer Email Constructions. Product Knowledge. Can articulate how the product will impact the customer’s business needs. Customer Knowledge. Content and Marketing Material Knowledge.

Here’s What You Missed at TRANSFORM 2020

Showpad

Customer obsession = a great customer experience. Showpad Co-founder and President, Louis Jonckheere, spoke about creating an easy B2B customer experience. . Customers are not just buying based on price anymore; they’re buying based on the experience they have with a company. The only way to provide value to the buyer is to be customer obsessed and know your customers deeply. One of the first touchpoints your customer has is with your marketing team.

How Marketing can Partner with Sales to Drive Results

SBI Growth

The days of “spray & pray” are long over; campaigns must now show results in the form of qualified leads and most importantly, new customers. Unlike the marketing department, the sales reps spend time each day interacting with prospects and customers. Whether face to face, on the phone or exchanging emails, this level of interaction produces incredible insight into what prospects and customers expect and value in their journey to purchase. Current Customers.

Why Great Pitches Come From Customers: 5 Questions for Pinpointing Why They Really Buy

Openview

Let’s see what happens,” I said, savoring the distinctive blue crab flavor that you miss after living for two decades in San Francisco, “when we speak to customers.”. Getting Past “False Knowledge” of Customers. The strategic North Star guiding every great startup is a story – not about its team or its products, but about its customer. Similarly, customers will be the recipients of your investors’ first due diligence calls.). Customers, the Great Aligners.

The 15 best online sales training programs in 2022

Zendesk

This program was built to help companies transform their reps into highly skilled salespeople who understand the enterprise sales process and can deliver great value to customers. B2B sales training focuses on sales between businesses, rather than from business to customer (B2C).

4 Trends Putting the “Value” Back in Value-Added Resellers

Hubspot Sales

If you're an IT reseller, value-added reseller (VAR), or channel partner advising clients on any part of the front office (marketing, sales, or customer success) -- especially for businesses under 1,000 employees -- there are a few trends you should be aware of. And that, coupled with freemium sales equaling a lower customer acquisition cost, makes it attractive to more businesses every year. The lines between sales, marketing, and customer success are blurred.

The 8 Best Contact Management Software Tools in 2020

Hubspot Sales

Being able to readily access and analyze customer and prospect contact information can make your sales efforts considerably easier and more effective. The software allows you to both maintain and share a timeline of customer contacts and communications.

Customer support: Definition, importance & 10 key strategies

Zendesk

Customer support is having a moment. In a highly competitive, digital-first world , providing your customers with responsive, relevant support is more important than ever. Customer support definition. What’s the difference between customer support and customer service?

Your Customers Are Not Achieving Product Success? Find Out Why

SmartKarrot

Customer success is essential for business success. The goal of companies is to ensure customers stay with the company. Product success is necessary to ensure that products are working for customers or users, and that they are receiving the value they signed up for.

Stop Doing Stupid Sh*t: 18 Outdated Sales Tactics to Abandon in 2018

Hubspot Sales

Our prospects had no choice but to listen to us, because we held all the knowledge and power in the relationship. It’s about solving for the customer. But if you’re just paying attention to the short term, you may wind up missing huge warning signs that your prospect won’t be a good customer. Slow down and take the time to delve deeper into your prospect’s situation so they’re completely informed about their decision and don’t churn out of your customer base in a few months.

Behavioral Segmentation: Why It Matters, Types, Examples

SmartKarrot

What marketing firms had to do earlier was write good copy, take amazing pictures, and strategically ensure it reaches customer attention. Customers of today are smart and have evolved to being engaged proactively based on their requirements. Customer behavior can be understood deeply-.

How to Give Prospects a Delightful B2B Sales Experience

Hubspot

The positive experiences you create for your customers adds to the longevity and success of every business. The happier you are, the more likely your customers will stay and refer a friend. But keeping customers happy only accounts for part of the customer's lifetime cycle.

B2B 53

How the Metaverse Will Transform Customer Experience??

SmartKarrot

You can build real relationships through online avatars and customize them as much as possible. The advent of metaverse translates into opportunities and challenges for all sectors- more specifically, customer experience. Customer Experience in Metaverse.

Top 8 SaaS Account Management Best Practices

SmartKarrot

Start by identifying customers who contribute a significant amount of revenue to your portfolio, or have significant growth potential, or have some other significant strategic value (live case study in specific vertical, huge brand logo etc.) 2 Focus on Customer Success.

Jun 03 – Customer Success Jobs

SmartKarrot

Role: VP of Customer Experience Location: New York, United States Organization: Airtame As a VP of Customer Experience, you will hire, engage and retain top talent for the Customer Success, Technical Support, and Sales Engineering teams.

Customer Success: Cost Center or Profit Center?

SmartKarrot

Customer Success as a function is highly misunderstood. The recurring models and customer management requires a skill set that will help reduce customer churn. However, the role has changed with every company almost hiring a Customer Success Manager.

10 Things I Learned after Being in the Customer Success Field for a Year

SmartKarrot

When I started as a customer success professional, I had no idea about the challenges that I had to face. I always believed that being in the customer success field would be a rewarding experience. Empathy towards your customer is the key to success .

Lacking Account Intelligence Is Your Worst Enemy: 6 Ways to Manage It!

SmartKarrot

As a customer success manager, you are always looking for ways to maximize value for your company. One way to do that is by ensuring that your customers get their desired outcomes from your products and services in the best possible manner. . Ascertain customers at risk .

Online Automated Playbooks: How to Create and Use Well Designed Playbooks to Scale Your Business & Teams!

SmartKarrot

Online automated CS playbooks are a crucial part of a successful customer success strategy, but only if they are laser-focused on helping customers realize measurable value. . Definition of customer success playbook. when a customer says they intend to cancel).

Customer Portfolio Management for Customer Success

SmartKarrot

A customer portfolio consists of all the details you need to maintain a relationship with your customer. Through this, you are able to know your customer well and engage with them effectively. Clearly, you can see how important it is to give you an overview of the customer.

So What Can I Sell You?

SBI Growth

This conversation was loaded with insights from the customer’s perspective. A rep’s desire to make a sale trumps the customer’s interest and needs. In some cases a sale is made, but a customer is lost. His focus was on sales, not the customer. Customer Focus – Putting the customer’s interests ahead of your own. Ability to develop customer loyalty and prevent customer attrition through persona-based focus.

How the Client Engagement Manager is Rapidly Becoming a Success Factor for SaaS?

SmartKarrot

It directly influences all the good aspects of a business, including customer loyalty, customer-based profits, customer purchases, and customer ambassadorship for your company’s brand. Research shows that active customer engagement is significant for customer growth.

Jul 06 – Customer Success Jobs

SmartKarrot

Role: Customer Success Director Location: Remote, Austin, TX, US Organization: People.ai As a Customer Success Director, you will build and deliver upon mutually agreed upon success plans with buy-in from customer’s sales, marketing, and operational leadership.