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…
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 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…
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…
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…
After the Customer Interview, Turn Feedback into Action
Increased revenue, saving existing relationships, and applying the key learnings towards future opportunities should be the result of actionable intelligence gathered during customer interviews. No one likes to lose, but in sales it is going to happen. Instead of looking around for someone to blame, the key is to gather as much information as possible about why you lose and then apply those learnings to future opportunities. If done correctly, the improvements made as a result of the feedback should help to reduce the number of losses that happen.
Customers vs. Prospects: Aligning Customer Experience and Win Loss Analysis
There are more questions that can and should be asked; the important concept though is that you need to design your research to be able to make appropriate comparisons between the two groups of customers. Without the ability to align the needs of customers and the wants of prospects, I cannot understand what my products need to satisfy the differing desires of each.
Sales Insights: The Key to Being a “Customer-Centric” Organization
Executive would be more open to vendors that realized product pitches are relics of the past when sellers pushed products.
Why B2B Sales Professionals Must Understand Buyers’ Needs
Gaining a deep understanding of other people requires significant effort, patience, and good listening skills. It’s a journey that can take a lifetime to perfect.
3 Things You Must Know Before Selling to the B2B Market
We look at ways in which B2B buyers are identifying and selecting their top tier of vendors for purchase evaluations—how they’re coming up with their short list of contenders (often with very little or NO input from sales or company reps). We also examine how B2B buyers expect excellence from their vendors, based largely on their expectations from their experiences as consumers in B2C transactions. Finally, we share the importance of personas and journey mapping in terms of better understanding B2B buyers.