Sat.Sep 11, 2021 - Fri.Sep 17, 2021

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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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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. Coaches can lose the confidence and trust of their players faster than a toupee in a hurricane. And once those crucial coach-player components go away, it’s like running against the wind to get them back.

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What Your Employees Don’t Know Could Hurt You: How Effective Communication Builds Strong Brand Ambassadors

Strategic Communications

I’m often surprised that the most overlooked audience, when it comes to communicating with key constituents, is the internal or employee audience. Companies are generally pretty good about recognizing that they need to communicate with customers and prospects, but employees tend to be an afterthought. This may be because of the assumption that since employees are part of the organization they somehow “know” what’s going on.

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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. The phrase tells us to have a positive mindset and look for the good when faced with a dire, and potentially devastating, turn of events. The pandemic has presented an opportunity to reflect on what matters most in our personal and professional lives.

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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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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. Yet Matthew Morey of New York’s Pace University, found that it was not necessarily the performance metrics that motivated the purchase.

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How to orchestrate customer journeys in real time at scale

Customer Think

Customer journeys are as individual as customers. Every customer has different needs, preferences, knowledge, information and another way to resolve their issues. In brief, every customer has a context of their own. As a consequence, customer journe.

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More Trending

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The Ultimate Guide to Small Business Customer Service

Help Scout

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. They just need to be a little more focused with their efforts. In this guide, we cover some common topics surrounding small business customer service and provide some insights gained from our years of working in support — as well as insights from small business lea

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Get More New Meetings — Developing a Valid Business Reason

The Center for Sales Strategy

"4 out of 5 Sales Managers admit appointments, whether in-person or virtual, are more challenging to secure than five years ago.". This nugget of information came from The Center for Sales Strategy 2020 Media Report. My initial response to this new data was.DUH! I'd like to speak with the one manager who thinks getting a first time appointment is "easier" than 5-years ago.

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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. Why do customers still prefer phone support over any other channel? If we’re in the […].

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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.

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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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Small Business Customer Service Outsourcing: 4 Pitfalls to Avoid

Help Scout

These days it’s easier than ever to outsource customer support, even for small teams that prioritize customer experience and quality. A new crop of companies that specialize in brand-forward customer experience outsourcing for small teams has emerged in the past five years. Gone are the days that outsourcing was only accessible to companies that have 25 or 50 seats to fill.

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Recruitment Trends Shaping the Future

The Center for Sales Strategy

Most companies scale back recruiting in response to a financial crisis. Did you know that but 1 of the 3 most effective responses is to hire top performers from the competition? Companies looking to hire the best talent should pay attention to these recruiting trends we’ve seen in 2021 and what it means for future years.

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Don’t Put Your Customer Hat On!

Customer Think

Have you ever been instructed to “put your customer hat on?” That may be bad advice. “Put your customer hat on” is a favorite line of process improvement consultants and workshop facilitators. I’ve even said it myself. It means to imagine yourself as a customer, empathize with them, and approach the problem from the customer’s […].

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Apptivo Mobile Release Updates as of September 15, 2021 — Android All-In-One Mobile App: v6.3.6

Apptivo

At Apptivo, we are constantly updating our software to keep up with the newest technological advancements. One of the most important tools for accessing data at any time and from anywhere is a smartphone. Our Android All-in-One App has been updated to version 6.3.6 to ensure maximum stability and performance. Apptivo — All-In-One Android App Updates — v6.3.6.

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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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Everything You Need to Know About Planview Accelerate 2021

Planview

We’re just one week away from Planview Accelerate – our largest and most comprehensive customer event in company history. For the last 24 years Planview has hosted this conference to bring our customers together to share their stories, network with their peers, talk with Planview experts and level up their skills across all of Planview’s products. This year, we’re hosting the event on a virtual platform – which means we’re able to share this event with a much larger and more global audience.

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Sales Leadership Series with Bernie Weiss, President at iHeartMedia New York and Author

The Center for Sales Strategy

What do selling and tennis have in common? Bernie Weiss, President at iHeartMedia New York and Author of Ace It! How Sales Champions Win New Business answers that question, plus offers some sales performance tips. Tune in now or keep reading for a brief overview.

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CEO’s Who Are Demonstrating Customer Empathy in Action

Customer Think

Here is the leading indicator that your organisational culture is customer-centric, or moving rapidly towards customer centricity; your CEO is leaning into customer empathy. More than ‘talking the good CX talk’, these CEO’s are demonstrating the right behaviours; setting an example for their leadership teams and their workforce. They are demonstrating empathy in action.

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The best ways to protect customer information in CX

Zendesk

Digital customer experiences are critical for surviving in a connected world. According to a survey of C-suite executives, more than 70% of CIOs increased investments heading into 2021 to improve customer experience. At an increasing rate, restaurants have adopted app delivery services, fitness memberships pivoted to virtual exercise experiences, retail now rely heavily on e-commerce, and office work accelerated business services like Zoom, Slack, and DocuSign.

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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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Motivating Salespeople in a Hybrid Environment

Sales Readiness Group

Many companies are wrestling with the question about what their future work environment looks like as they emerge from COVID-19 restrictions. Preferences are mixed, but many employees want to keep working from home at least part of the time.

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Weekly Roundup: Enough Pipeline to Meet Quota, Importance of Candidate Feedback + More

The Center for Sales Strategy

- MOTIVATION -. "Don't worry about failure. You only have to be right once.". - Drew Houston. - AROUND THE WEB -. > Does Your Sales Team Have Enough Pipeline to Make Quota? – Selling Power. Sales managers, there’s no way to sugar coat this: Most B2B sales leaders (69%) reported that their teams did not have enough pipeline to hit quota. Don’t get me wrong — I realize that sales managers have the hardest job in our profession: Revenue executives have an insatiable appetite for data; HR demands

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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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16 cold calling scripts & what you can learn from them

Zendesk

Contrary to what you might expect, potential clients are often receptive to cold calls. A study by Rain Group found that 82% of buyers are open to booking meetings when sales reps reach out. Nevertheless, cold-calling and discovery calls can be terrifying for many sales reps. You’re trying to sell a new prospect on a product they know little or nothing about.

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Negotiate Larger Deals More Quickly

What if there was a better method of changing the conversation with your customer from delivering pricing to delivering value solutions? A method that would help keep you in control, manage the uncertainty, and close larger deals more quickly for you and your company? There is.

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The Power of Pause

Revenue Storm

With the world’s expectations for being dialed in 24/7, speed and responsiveness are of the essence. Sometimes to get the best outcome, particularly in the heat of a deal, it’s ok to hit a brief pause. This is counter-intuitive to today’s expectations and though seemingly simple, is often overlooked. Too often, we are consumed by the constant flood of email responses, sales meetings, action items, chats, and texts.

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How to Succeed at Stopping Human Trafficking in Africa [PODCAST]

Sandler Training

Mike Montague interviews Jennifer Crow on How to Succeed at Stopping Human Trafficking in Africa. The post How to Succeed at Stopping Human Trafficking in Africa [PODCAST] appeared first on Sandler Training.

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Customer Support Funnels: An Essential Enterprise Guide on Developing One

Customer Think

A funnel is a business term generally used with regards to sales and marketing. Customers are made aware of your company, then marketed to, then eventually a sale is made. These are the initial stages of a customer’s journey, their conversion from a merely potential customer to an actual buyer. However, an alternative kind of […].

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Quality Assurance vs. Quality Control: Five Differences

Kainexus

People often use the terms quality assurance and quality control interchangeably. However, although they are similar, there are essential differences between the two ideas. Each is a piece of the quality management puzzle. While some quality assurance and quality control activities are related, the goals and tools of each are different.

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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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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?

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Coaching in Everyday Conversations

CMOE

According to an Association for Talent Development (ATD) survey, only 27% of organizations regularly or consistently coach their employees. However, over 50% of the same respondents indicated that they believe coaching contributes to improved communication, greater employee engagement, better transfer of learning to on-the-job skills, and an increase in general productivity.

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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.

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The Vital Role of Electronic Kaizen at Toyota Memorial Hospital

Kainexus

Lean or the Toyota Production System often gets an unfair rap for being "anti-technology." Some of this mindset results from the old debate between using Material Resource Planning (MRP) computer systems to plan production or the more visual Lean methods of kanban cards and heijunka boxes. Even Toyota uses MRP systems, but they used them in their proper role—long-term planning instead of day-to-day execution.

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Contact vs. Company Intent Signal Data

Contact and company intent data both have their advantages. Contact-level intent leads can be acted on immediately to reach active buyers, while company-level leads improve outcomes for account-based marketing and other programs. This infographic unpacks the advantages of both contact and company data and gives details about how B2B marketers can benefit from both.