Thu.Sep 14, 2023

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Spotlight on Richard Chaplin, PM Forum and Managing Partners’ Forum

Red Star Kim

I posted this on LinkedIn on 13 th September. It received such a warm and enthusiastic response that it was suggested we consider a series highlighting the giants of professional services marketing and business development. So here’s the spotlight on Richard Chaplin, PM Forum and Managing Partners’ Forum. What’s the longest time you’ve sustained a professional relationship?

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4 Differences Between Sales Coaching and Feedback

Hubspot Sales

In the past, sales managers often saw sales coaching as a means of correcting negative behaviors by providing real-time performance feedback. This approach was characterized by comments like, “I think you're doing a great job, but.” Unfortunately, this feedback often doesn't result in significant behavior change from the sales representative. Instead, it left them with the lingering thought that their manager perceived them as a poor performer.

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How Qualification is a Priority for Leaders Today

Force Management

It’s no secret selling in the B2B SaaS market got a little harder over the past several quarters. Now more than ever, organizations are looking for ways to gain an edge, keep pipelines healthy, and identify which prospects are most likely to land.

B2B 105
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Sales Coaching Techniques to Boost Revenue

Brooks Group

Why Is Sales Coaching Important for Revenue Growth? Sales coaching gives sales professionals the mentoring they need to resolve critical skills competency gaps and be more productive. One-on-one coaching is an essential way to supplement group training sessions, with topics that are tailored for each individual. Sales managers and coaches provide individual team members with the advice and support necessary to address areas of development, enabling them to improve and consistently contribute to

Sales 91
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2024, The Year of the Customer

2023's struggles fueled a shift: companies are ditching wasteful strategies in favor of data and AI-powered growth. Enter 2024, the year GTC takes center stage. Discover 5 ways a customer-centric approach unlocks new revenue and delivers lasting success.

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The Guide to Process Improvement Methodologies | KaiNexus

Kainexus

According to a study conducted by the International Quality and Productivity Center (IQPC), businesses that prioritize process improvement experience an average of 20% increase in operational efficiency within the first year of implementation. Over five years, these organizations typically see a 40% reduction in production defects, a 30% decrease in operational costs, and a 25% boost in customer satisfaction.

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9 eCommerce website development practices to help build customer trust

Customer Think

The probability of gain results in trust, while the probability of failure results in distrust. But between the two lies an element of uncertainty; something that every eCommerce customer experiences when placing online orders. This presents eCommerce websites with a very lucrative opportunity.

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Leadership Skills for Call Center Supervisors: Training and Development Guide

Customer Think

Now armed with knowledge on effective leadership skills training for call center supervisors, you are well-equipped to create a highly skilled supervisory team that drives success in your call center. Invest in your supervisors' growth today and reap the rewards of a motivated workforce delivering exceptional customer experiences! The post Leadership Skills for Call Center Supervisors: Training and Development Guide appeared first on Call Center Leadership Training.

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Should I Use an IT-Specific CRM? IT CRM vs. General CRM

Nutshell

A customer relationship management (CRM) platform is one of the most essential tools your IT company can have. But with so many CRM platforms available, how do you know which is best for your business? You might ask yourself, “Should I use an IT-specific CRM or a general-use CRM?” Well, you’re in luck because we’re diving into the IT-specific CRM vs. general-use CRM debate on this page.

CRM 62
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Leveraging AI to Understand Customer Behavior: Deep Learning and Predictive Analytics in the CX Industry

Customer Think

The allure of artificial intelligence (AI) in streamlining and personalizing the customer journey is well-recognized among business leaders. However, the enthusiasm to embrace this technology is only the beginning, and the real challenge emerges in utilizing AI to enhance customer interactions.

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McKinsey’s Three Horizons of Growth

Flevy

Organizations undergo different phases of development. Some reach maturity and then decline over time, whereas others just fade away in the startup phase. A few businesses, however, evade collapse and maintain growth for years. They keep surprising their customers with novel product or service offerings. They accomplish this by allocating dedicated resources, investment, time, and effort into the creation of unique concepts, testing and nurturing those, and ousting defunct products.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Why Interview Customer Advisory Board Members? 8 Tips for Success

Customer Think

When advising those who manage their customer advisory board (CAB) programs, we’re sometimes asked about the need to interview CAB members in advance of an upcoming meeting.

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Voice support is as popular as ever. Here’s the newest way to manage customer service calls

Zendesk

Every customer service conversation should lead to a resolution. That’s why many customers still prefer calling customer support, rather than engaging on digital channels, like messaging or email. As digital channels continue to grow in popularity and AI bots become table stakes, many media outlets report that having a real person to talk to on the other end of the line can actually help restore customer trust.

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Asking the Right Questions (and more)

Customer Think

This article first appeared in the September edition of Top Sales Magazine … The ability to ask the right questions, in the right way, at the right time, has always been one of those critical sales skills that separate the best salespeople from the rest. In a SPIN?

Sales 52
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Unleash Your Sales Potential with CRM Email Templates

Apptivo

1. The Power of CRM Email Templates 2. Sample CRM Email Templates 3. How CRM Templates save Time? 4. How CRM еmail tеmplatеs bеnеfits Businеssеs? 5. Apptivo’s Customizable Email Templates In today’s fast-pacеd businеss world, salеs profеssionals arе constantly sееking ways to strеamlinе thеir procеssеs, incrеasе еfficiеncy, and boost productivity.

CRM 52
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1st, 2nd, and 3rd Party Intent Data: Which Is Right for You?

How do 1st, 2nd, and 3rd party intent data compare? 1st, 2nd, and 3rd party data each have specific advantages and disadvantages. It comes down to four factors: accuracy, cost, control and quantity. This infographic explains the pros and cons of each and helps you understand which one is best for meeting your business objectives. Intent data can be a great way to fill your pipeline and close more deals.

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Customer Support 2.0: How Virtual Assistants and Chatbots Are Redefining Service

Customer Think

In today’s fast-paced digital world, customer support plays a pivotal role in shaping the overall customer experience. Gone are the days when customers had to wait in a never-ending queues or endure long hours on hold to get their queries resolved.

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What Is a Business Sales Playbook? Where can I Download a Free Template?

SmartKarrot

Image Source After recruiting your sales team and coming up with a sales strategy, you should then ensure that everybody is ready to work toward your business goals and objectives. A business sales playbook provides your sales team with the information and tools they require to successfully execute your sales strategy. In addition, it helps your sales representatives to sell your goods or services in different situations.

B2C 10
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Take a Lesson from Gibson Guitars — Move Beyond CX to Future-Proof Your Company

Customer Think

Famed guitarist Les Paul was frustrated. The board of directors at Gibson Guitars again rejected his idea for a new concept. It was 1941 and he had just shown them his new prototype for a solid body guitar he made himself. They showed no interest in pursuing it.

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22 Best LinkedIn Automation Tool for Lead Generation in 2023

LinkedFusion

Many people underestimate the effect that automation can have on their LinkedIn outreach. Integrating a LinkedIn automation software into your LinkedIn outreach will single your outreach efforts and double your results. You may increase your visibility and influence on LinkedIn by using automated technologies. However, not every automation tool is created equal.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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[Research Round-Up] Two Studies Explore the State of B2B Marketing

Customer Think

(This month’s Research Round-Up features a research-based white paper by Winterberry Group that addresses the current state and future direction of B2B marketing and a wide-ranging research report by Livestorm, mention, and Jotform that is based on a global survey of marketers.

B2B 62
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Drowning in apps? Here’s why it matters.

Planview

The recent proliferation of digital enterprise tools has allowed organizations to simplify and automate processes, reduce development time, and leverage new efficiencies. Overall, this has been a boon to organizations. But as companies have adopted more standalone tools for nearly every business activity imaginable, their ecosystems have become saturated with apps and software.

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Starting an Equipment Rental Business: What You Need to Know

Customer Think

Have you ever considered owning an equipment rental business? If you’re someone who enjoys entrepreneurship and has a knack for managing equipment, starting an equipment rental business can be a lucrative venture. With the right strategy and planning, you can establish a thriving business while being your own boss.

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Unleashing Your Inner Citizen Developer: A Step-by-Step Guide

Customer Think

In today’s rapidly evolving tech landscape, you don’t need to be a seasoned coder to create impactful solutions. Enter the world of citizen development, where individuals with no formal coding background can craft powerful applications. Step-by-step guide to become Citizen Developer Here’s your roadmap to becoming a proficient citizen developer: 1.

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How to Leverage Intent Data for Better Outcomes

Speaker: Susan Spencer, Principal of Spencer Communications

Intent signal data can go a long way toward shortening sales cycles and closing more deals. The challenge is deciding which is the best type of intent data to help your company meet its sales and marketing goals. In this webinar, Susan Spencer, fractional CMO and principal of Spencer Communications, will unpack the differences between contact-level and company-level intent signals.

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To evolve or not evolve: High Street edition

Customer Think

In the bustling global marketplace, brands function as fluid entities, continuously adapting to an array of shifting societal trends and technological advancements. A pressing dilemma many businesses encounter is the choice between evolving with time or remaining true to its original brand identity.

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Sales Reinvented: Unleashing the Power of AI for Unprecedented Success

Customer Think

In the shifting landscape of commerce, where competition is fierce and buyers are more discerning than ever, the art of sales is undergoing an irrevocable transformation.

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FullStory introduces new features that connect digital experience data across the organization to unlock key insights faster and accelerate revenue

Customer Think

New guided workflows quickly lead teams to the strategic intelligence required to align, act, and build competitive advantage