Mon.Sep 13, 2021

Turning lemons into lemonade: Five ways to reset on customer management fundamentals in a post-pandemic world

Strategic Account Management Association

By Dave Duke, Co-Founder and CCO, MetaCX, and Joel Schaafsma, Research General Manager, SAMA. Turning lemons into lemonade. It is one of the most optimistic cliches known to man – and with good reason.

Differences Between Key Account Management & Customer Success


The terms key account management and customer success are often used interchangeably within organizations. However, while the two strategies share a few common goals, they are completely different in their implementation. Customer Success Key Account Management


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Get on the Bus | Why Psychological Safety is vital to building trust

EcSell Institute

Tough road loss. Frustrated coach. After the game, outside the team bus, he stands with the other coaches and “talks smack” about his players behind their backs. The players overhear. And just like that, their psychological safety is gone.


Selling to Committees

Software Sales Guru

Selling to Committees All buyers want to have options, and they want a simple way to compare those options. An example is the Mutual Fund industry. Most brokerages have tools that allow buyers to compare funds side-by-side, helping them to make an informed decision.

This Coming Holiday Season is Shaping Up to Have the Most Spending in History

As for what shoppers want to buy most, you'll have to read the “2021 Holidays Unwrapped” report by Klarna to find out. Download it here!

Small companies got faster at solving customer issues last year – here’s how


. . . When a customer has an issue, all they want to do is solve it—quickly. In fact, 73 percent of customers say that speedy resolutions sit at the very top of their priority list. This should have companies paying attention.

3 Types of Risk That Exist Across Industries

FinListics Solutions

Whether it’s an irreplaceable employee quitting, the onset of a recession, customers leaving for a competitor, or any number of other business problems, companies face risk every day


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3 Reasons Why Customers Still Choose Voice Over Any Channel (and Always Will)

Customer Think

Granted, customer engagement has gone through massive changes in recent years. The digital age has propelled brands’ omnichannel presence across phone, chat, self-service, SMS, and so on. But still, one thing remains, customers prefer the phone above all other channels.

Strategies and Tactics for Sales Negotiation

RAIN Group

Whether you work on a sale for 9 hours, 9 weeks, or 9 months, when you get to the negotiation phase of the selling process, you can lose the sale in an instant. And even for those sellers who win the sale, the negotiated outcome may not be the best. Sales Negotiation

The Hidden Messages That Are Killing Your Culture Without You Knowing

Customer Think

Twenty years working in Customer Experience taught me that it’s about a mindset. The mindset leaks out into the organization, recruitment processes, measurement programs and eventually becomes your organization’s culture. The mindset becomes “the way w.

You Received ARPA Funding, Now It’s Time To Report On It

ClearPoint Strategy

Coronavirus State and Local Fiscal Recovery Funds (SLFRF) Program Overview. Many state and local governments received funding from the U.S. Treasury as a response to COVID-19. It likely came from the American Rescue Plan Act which was signed into law on March 11, 2021.

Buyer Intent Data Guide: How to Find Prospects Already Looking to Buy

Collecting and understanding buyer intent is a must for any marketer or salesperson looking for a higher success rate in reaching active buyers. Throughout this eBook, we’ll explore how to monetize intent data, where it's sourced from (and which sources you should be wary of), as well as how to best utilize it within your outbound campaigns in order to drive more pipeline each month.

Help Your B2B Buyers Do Their Own Discovery

Customer Think

Discovery is most often considered a function performed by sales reps. But in this context, it’s more about discovery FOR the sales rep, NOT B2B buyers.One of the problems marketing and sales have as B2B buyers’ roles shift is that they start too late.

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Client Story: POABC Partners with SME Strategy

Strategic Planning and Management Insights

The Prosthetic and Orthotics Association of British Columbia (POABC) has been the provincial association for British Columbia since 1974. The group is made up of those working with patients directly, medical facility owners and those who fabricate the equipment.

How Memory Care is Prioritizing the Patient Experience

Customer Think

Over the past decade, memory care centers have exploded onto the scene to meet the growing demand for senior care services that specifically address Alzheimer’s disease and dementia. And as they continue to grow, the patient experience becomes more important than ever before.

What Does Your Hybrid Customer Advisory Board Meeting Look Like?

Farland Group

It’s been nearly two years since most of us went all-virtual… all.the.time. As we push forward with customer advisory board meetings , one thing is clear — there is no definitive answer on what a potential hybrid meeting will entail. When is the right time to convene an in-person customer advisory board meeting with 20-25 people from around the globe? And for those who are unable to be in-person, what would that meeting look like if they want to participate virtually?

A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

4 Ways to Create an Inclusive and Accessible Virtual Event

Customer Think

Events are a favorite marketing tactic for many businesses. It’s a good way to simultaneously increase awareness of your business and demonstrate the quality of the products or services you offer.

How to write an NDA


Non-disclosure agreements (NDAs) have become a standard in business today. In fact, just over one-third of U.S. workers are required to sign an NDA of some kind, according to a recent analysis.

Virtual Reality (VR) – The Silver Lining for E-learning Industry

Customer Think

Virtual Reality (VR) has been used in video games and movies for years, but now it’s poised to make significant headway into another industry: education. What can it do? How can it help us learn?

Hire More Sales Leaders

Sales Outcomes

Sales Managers’ Responsibilities Fall into Three Different Areas: . Performance Management. Client Relations. Administrative & Corporate. During the peak of the 2008-2009 financial crisis, many organizations thinned sales manager positions as part of the effort to cut costs.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

Better than NPS? Brand Alignment Score

Customer Think

Better than NPS? Brand Alignment Score I’ve written previously about how silly things like Net Promotor Score’s ‘Likelihood to Recommend’ question can seem. I think, generally, that comes more f. Blog Customer Experience Performance Metrics

What Is Buyer Intent Data and How to Use It to Boost Sales


A recent report by Think with Google confirms that 89% of the people rely on research before making a particular purchase, thus, making them a potential buyer. That is when the concept of buyer intent data comes into picture.

Resolving Unconscious Bias

Customer Think

In these trying times, one thing has become clear: the biases we live with restrict our choices. Certainly no one ever wants to harm anyone. And yet, because of the unconscious nature of them, we are too often unaware that we even have them.

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Sep 13 – Customer Success Jobs


Role: Customer Success Director Location: Franklin, TN Organization: Maetz Consulting, LLC As a Customer Success Director, you will spearhead the end-to-end effort to help build a new and thriving Customer Success team from the ground up, one person at a time.

The Definitive B2B Sales Playbook: Proven Path to $ Multi-Million Revenues

Sales is at the forefront of revenue growth, and so organizations with highly streamlined sales operations consistently outperform competition. How do you create a path to success and fast-track your way to multi million dollar revenues? Read the eBook.

Creating a Growth Mindset at Work: The How and Why

Customer Think

Career development is a well talked about topic in today’s workforce and with new structures becoming more popular where there is less middle management separating employees from their bosses. Employees are having to adapt to these new workforces and upskill or reskill to advance in their careers.