Thu.Aug 12, 2021

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Get Busy Growing or Get Busy Dying: How to Evaluate Growth Levers for 2022

SBI Growth

Is your company enjoying the economic boom the economy is experiencing? 2021 has been a good year for the market with major stock markets up 15-18% year-to-date. This momentum has resulted in companies making bold moves to capture the opportunity.

Marketing 146
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5 Evolving Contact Center Technologies and Where the Next Year Will Take Them

Customer Think

by Mike Hasler in Contact Center Technology, Customer Service Trends, Mike Hasler For all the grief, losses, and setbacks the pandemic unleashed, there is a general consensus that it also sparked a revolution on the technical front. The adoption rat.

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Sales Leadership Series with Jason Randall, CEO of Questco

The Center for Sales Strategy

Throughout the entire third season of the Improving Sales Performance series, host Matt Sunshine will talk to leaders, CEOs, Executives, and authors about their businesses and how they improve revenue performance. The series kicks off a Sales Leadership Series where Matt Sunshine discusses sales and executive leadership tips with Jason Randall, CEO of Questco and author of, " Beyond The Superhero: Executive Leadership For The Rest Of Us.".

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Best Practices for Customer Success Coming from the Pandemic

Customer Think

Historically Software-as-a-Service (SasS) companies were led by the sales function. As the business model evolved, product teams took the lead. But today, successful SaaS companies are truly built out to be customer-led. The COVID-19 pandemic has accelerated this change in cultural philosophy, and ultimately both the customer and the organization reap the benefits.

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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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MQLs: Understand them to boost your bottom line

Zendesk

Imagine someone has shown interest in your brand by browsing your website and filling out an online form. Some marketing teams would treat that person like any other potential customer who lands on your site—but that’s a huge mistake. Consumers who explicitly express interest in your brand are worth more time and effort than someone who casually clicks on a social media ad.

CRM 98
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Connecting Dashboard Dots for a Better Customer Experience

Customer Think

In 2013, Oracle conducted a research study among executives regarding the state of their customer experience initiatives. The study found that while 91% of the respondents wished to be a CX leader in their industry, only 37% said they were just getting started with a formal CX initiative and 20% considered their CX initiative, “advanced”. […].

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Best Social Media for Small Businesses (in 2021)

Customer Think

Do you want to know the best social media platforms for small businesses to help boost engagement, drive more referral traffic, and increase revenue? Except for your website, social media can be one of the best marketing tools for your business. It’s an excellent way to connect with existing customers, generate new leads and build […].

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Inside Drift: Meet Miles Kane, Director, Enterprise Sales

Drift

Welcome back to Inside Drift, where we introduce you to the fantastic people on our team that make Drift a great place to work. So far you’ve met Shannon Donovan, Mary Mitchell, Catherine LaMacchia, Nadine Shaalan, Kahlil Trocmé, Britnee Laughlin, Allison Betito, Carolina Caprile, Michelle Ai, Frank Schepps, Tate Knapp, Alexa Nguyen, Zareena Javed, Chrissie Cronin, Jason Richman, Stacy Chen.

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5 Ways to Use Shipping Data to Enhance The Customer Experience

Customer Think

The term “shipping data” can refer to many different aspects of your delivery system. The time it takes for your items to arrive and the route they take are both types of shipping data. The delivery fee you set is too, as is the number of parcels you send and how you send them. Image […].

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Get Started with Account-Based Sales [Infographic]

Revegy

We have entered an era of account-based everything. Fundamentally, account-based sales is a fancy term for GETTING TO KNOW YOUR CUSTOMERS and leading with relevancy. While it feels and sounds simple enough, we know that it takes some time to encourage reps to rethink their sales strategy. Previously, sales was all about, “Look my shiny […].

Sales 59
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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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7 Common Ecommerce Customer Complaints And How to Handle Them

Customer Think

Managing complaints is commonly the worst part of running your ecommerce business. No one enjoys being told what they’re doing wrong and even less when the whole world can see it. The easy option to ignore negative reviews and feedback may seem alluring, but it’s not going to help your business. The good news is […].

eCommerce 124
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Tackling the Special Challenges of Building and Sustaining Strong Service Brands

Strategic Communications

Much of my work over the years has been with “service brands”—brands that are not tied to a particular product , but to the delivery of some type of service— educational services, healthcare services, energy services, engineering services, consulting services, etc. Developing and maintaining a strong brand for a service is, in my opinion, significantly more challenging than developing and maintaining a strong brand for a product.

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Why data hygiene is critical to customer centricity

Customer Think

Research shows that organisations that are structured around the customer generate seven times the return of their counterparts that are product, service, sales or geographically orientated. However, a study from McKinsey reveals that only eight per cent of companies are succeeding to integrate insight and analytics effectively, meaning a staggering 92 per cent of organisations […].

Sales 116
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Building Your Team Using the Clifton's Strengths Finder w/Micah Lorenc Ep.114

Strategic Planning and Management Insights

Micah Lorenc works with individuals on career, leadership, small business, and relationship coaching. He also works with teams in the workplace who are interested in creating a strengths-based culture in their organization using the Clifton Strengths.

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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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How to Improve Web Page Load Speed and Increase Your Site’s Conversion Rate?

Customer Think

Do you know that your website’s performance is governed by its loading speed? 47% of the customers expect a web page to open in 2 seconds or less time. Also, 40% of the customers tend to leave a site if it takes more than 3 seconds to open. Therefore, having a low website speed loses […].

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Why Customer-to-Customer Engagement Works

Farland Group

The number one reason people buy a product, or a service is recommendation from peers. When I have a great experience with a service provider, I tell everyone I know. This is not different in B2B marketing and selling. The fastest path to deal closure is a strong set of peer references – customer to customer engagement. Unfortunately, getting B2B marketers and sellers to relax and let their customers talk to each other is not always easy.

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5 Actionable Tips in Improving Mobile User Onboarding Process

Customer Think

Mobile app retention rates are famously low. With only 25 percent of people continuing to use an app after day one of installation, it’s clear customers have high expectations when it comes to their value. Fortunately, a clear and focused mobile user onboarding process can decrease customer churn by up to 50 percent. The goal […].

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How to Start a Coaching Session with an Employee

CMOE

Team members are the fuel that drives an organization toward its strategic goals. To keep individuals working as a team, leaders must invest time and effort into enhancing the employee experience. One productive way to do this is by coaching your team members. Starting a coaching session with an employee requires a willingness to invest the time it will take to develop a strategy for success.

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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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Who Is OUR Buyer?

Customer Think

People like Hank Barnes, Scott Gillum, Ardath Albee, and Maureen Blandford are doing some great work in helping us rethink the question of “Who is our buyer?” In addition to helping us define our buyers in much richer terms, they are helping us think about how to incite them to buy. For years, [.]. The post Who Is OUR Buyer? first appeared on Partners in EXCELLENCE Blog -- Making A Difference.

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Aug 12 – Customer Success Jobs

SmartKarrot

Role: Director, Customer Success Location: Santa Barbara, CA, US Organization: Tapjoy As a Director of Customer Success, you will oversee the Customer Service function and will partner with the Sales, Operations, and Product teams to ensure the best possible customer experience. Lead the development and implementation of the customer success strategy.

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How to Incite Customer Satisfaction with Self-Service Support

Customer Think

Happy customers are good customers. They return to buy more, they write nice reviews, and they recommend you to their friends. If you’re one of the lucky online stores that have experienced a surge in sales over the last year, you probably have more of them than you’ve ever had before, which is great. But […].

Sales 75
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The Guide to AI in Customer Experience

SmartKarrot

Over the last few years, the digital revolution has changed the way businesses relate to customers. With the increasing expectations of customers, companies need to look out for new ways to interact and improve their processes and service quality. In this context, many organizations are leveraging AI to boost their customer experience (CX) with more innovative techniques.

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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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How to Improve Employee Retention In Your Organization

Customer Think

Just imagine, an important project is running under your command with a pool of talents. Then you got the news that one of them has resigned. This is like a nightmare, right? Because you know if anything happens like this, it might cause chaos in the project. Then you have to get a replacement real […].

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Managing Social Media Customer Service: Strategies and Tips

Help Scout

Social media has been part of our online lives for a couple of decades now. That’s a long time when it comes to the internet, but relatively new as a form of human communication. Providing customer service over social media is much newer, tied closely to the growth of ecommerce and online business. There are no time-tested playbooks to fall back on because the environment changes so quickly.

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76% of customer service teams offer support outside of business hours [New Research]

Customer Think

The customer service landscape has gone through a major transformation over the past few years. Customers today hold more clout than they used to. They’re more aware, have more choices, and possess a stronger voice. Brands are having to pay attention and craft experiences that meet the rapidly changing customer needs. Having a digital presence […].

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Siri Can’t Help You Close the Deal but Doing These Three Things Can!

Customer Think

When it comes to navigation I usually opt for Waze but sometimes Siri can find a way out of traffic that Waze can't. On the other hand, try asking Siri to dial a phone number while she's navigating and you'll quickly learn that she can't multi-ta.

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ABM Success Recipe: Mastering the Crawl, Walk, Run Approach

Shifting to an account-based marketing (ABM) strategy can be both exciting and challenging. Well-implemented ABM motions build engagement with high-value accounts and drive impactful campaigns that resonate with your audience. But where do you begin, and how do you progress from crawling to running? Watch now as Demand Gen experts delve into the essentials of each stage of the ABM process.

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How to use SMS more intelligently, for one-to-one conversations at scale

Customer Think

Just over three years ago, I was in Newcastle visiting friends. We went out, had a few drinks, and, after the cab home, we put in the inevitable pizza order with Domino’s. I live more than 250 miles away from that branch of Domino’s in Newcastle, yet I’ve received a text message from them every […].

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3 Benefits of the Relational Sales Method for Medical Selling

Customer Think

The medical device market in the US is expected to grow to $208 billion by 2023 (Source: Select USA). The global pharmaceutical market is estimated to be around $1.27 trillion as of end-of-year 2020 (Source: Statista). Because of how lucrative the medical device and pharmaceutical industries are, it should be no surprise that competition in […].

Sales 64