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…
For better retention rates, create a “culture of new”
Retention rates. It is often used as a buzz word in companies when they discuss their customers. And well they should since it is five times more costly to acquire new customers than retain current ones. Not only that, but the probability of selling to…
Customer Success: How to Make CX a Strategic Priority at Your Organization
Customer experience is more important in 2019 than it ever has been considering the plethora of choices available to buyers. If that statement alone is not enough to convince you, then understanding new customer acquisition costs can being between 4 and 10 times more than…
Buyer Evaluation Process: What Every Sales & Marketing Leader Needs to Know
Knowing your buyer’s evaluation process is one of the most critical elements to include in the sales strategy. Having this knowledge is critical to not only the sales rep’s success but also can serve as a roadmap for the marketing team to create sales and…
Sales Insights: How to Respond to “Best and Final” Pricing Requests
Always and never don’t usually apply to sales, but my suggestion is to alwaysact as though you are Column A when asked for better pricing. If you are, buyers will come back to you. If you’re not, you keep your dignity by not getting dragged into a discounting death spiral.
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