Dealing with Customer Churn
Customer churn. It is an issue that every sales team and every business has struggled with at one time or another. If you’re unfamiliar with the term, you surely won’t be unfamiliar with the experience. Essentially, customer churn, or churn rate, refers to the number…
Successful Customer Retention: The What, the Why, and the How
Merriam-Webster’s dictionary defines the word loyal as, “faithful to a cause, ideal, custom, institution, or product.” Given this definition, would you say your customers are truly faithful to your company or product? If the answer is no, there is a high likelihood you have a…
Gathering Customer Insights on a Budget
You’ve held focus groups. You’ve conducted surveys. You’ve analyzed customer interactions and coached your sales team on all the latest and greatest closing techniques. Yet, your sales and revenue remain flat. Frustrated, you continue doing what you’ve always done because, well, what else are you…
Three Critical Questions for Increased Win Rates
One critical component to a successful revenue growth strategy is to increase win rates on deals in the pipeline. But it’s much easier said than done, and it has become even more challenging in a post-Covid world. To accomplish big gains in win rates, an…
The Hidden Risk in NPS
Melissa Short, VP Reporting Services Why measuring effort to value is critical to understanding customer success In brief: Recommendation likelihood (also referred to as Net Promoter Score or NPS*) likely has limitations in describing customer success and can disguise risk. Even when highly likely to…
How One Company is Tackling the Risk of Nothing
What happens when a sales team uses data-driven insights to fix their no decision problem? Here’s what one sales team accomplished, their unexpected results, and advice for others to get ahead of no decisions. —Melissa Short, VP Reporting Services For some organizations, “no decisions” or…
Three Key Tips for a Voice of the Customer Program
Getting key feedback from customers is nothing new. And in the height of the information age, it has become easier than ever to get the voice of your customer. However, not every Voice of the Customer (VoC) program is successful. Definition of Voice of the…
The Case for Win Loss Analysis
Diet and exercise. If you ask anyone competent in dealing with body health, they will invariably come back to these two items. When it comes right down to it, that is the key. It is a lifestyle change. However, our society is riddled with quick…
Effective Sales Enablement
What is sales enablement? Sales enablement provides salespeople with tools, content, and information that help them sell efficiently and effectively. To be an effective provider of these resources, sales enablement must be careful in its direction and procurement of information to assist sales. After all,…
Mapping the Customer Journey
Every company wants to understand how their customers feel about their experience with them. The question is how to accomplish that? Mapping the customer journey can be difficult if not done with the proper tools and methodology. Let’s cover seven steps you can take to…
Proper focus for sales training
Sales training is meant to help salespeople improve their effectiveness and close more deals. The goal is to help sales gain the techniques that make the most impact on winning business. But what is the real world effectiveness of this? In 2005, CSO Insights determined…
Competitive advantage and how to gain it
A competitive advantage is defined as the ability of a company to demonstrate a perceivable difference in their product that elevates it over that of their competitors. To make your product stand out against the competition, there are a few steps you can take that…