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How to Balance Intuition in Customer Experience Management and Sales

George Jacob

by George Jacob on Jul 27, 2016

If you’ve been reading our blog, you know by now that customer experience management is an exercise in perspectives. In a way, it’s almost like an elaborate game of Telephone: the further you are from a customer’s transaction, the more disconnected you become from their needs, their concerns, and their purpose for doing business with you.

Far away from the customer, it becomes easy to buy into intuition and personal perspective. After all, our own intuition is valuable. It’s led to our respective cubicles, conference rooms, and corner offices.

But it’s a mistake to rely solely on your own point of view.

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Topics: Sales Pipeline Management, Customer Experience Management Solutions, Sales Management Software, Sales Forecasting Methods

Our Top Ten Customer Experience Blogs of 2015

George Jacob

by George Jacob on Dec 18, 2015

Legend has it that in a damp, craggy cave, an ancient hunter-gatherer created the first list-based Web article. In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015.

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Topics: Customer Experience, Customer Feedback Management, Voice of the Prospect, Customer Engagement, Customer Retention, Client Satisfaction Surveys, Customer Service Satisfaction, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Sales Pipeline Management, Customer Loyalty, Customer Experience Management Solutions, Sales Management Software, Customer Centricity, Customer Experience Improvement

Customer Experience Best Practices: How to Retrain Your Customers

George Jacob

by George Jacob on Dec 7, 2015

If you work in a company that takes its longevity seriously, there’s a high likelihood you’ll find yourself face-to-face with the notion of retraining your customers.

The notion usually arrives at an interesting transition point. Future business goals are clear, the business is thinking tactically about how to achieve them, and the business wants to keep its current customer base.

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Topics: Voice of the Prospect, Customer Retention, Customer Experience Strategy, Customer Loyalty, Sales Management Software, Customer Centricity

REI and Balancing Sales and Customer Experience Improvement

George Jacob

by George Jacob on Nov 13, 2015

If you’re not a Reddit reader, you may not have heard of their popular “Ask Me Anything” (AMA) threads. The format is simple: a guest—who usually has a deep knowledge in a particular subject—invites questions and answers them. Guests can range from celebrities, to researchers, to business leaders.

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Topics: Customer Experience, Voice of the Prospect, Customer Experience Strategy, Voice of the Customer, Sales Pipeline Management, Sales Performance Management, Customer Experience Management Solutions, Sales Management Software, Customer Centricity, Customer Experience Improvement

How to Simplify B2B Customer Experience Improvement

George Jacob

by George Jacob on Aug 27, 2015

Selling in the business-to-business (B2B) space is complicated. In fact, if you watch a B2B sales manager for any length of time, there’s a 97.4% chance s/he’ll stare longingly out the window, sigh, and dream about selling in a retail setting. 

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Topics: Customer Experience, Customer Feedback Management, Voice of the Prospect, Customer Engagement, Customer Feedback, Voice of the Customer, Customer-Centric Culture, Sales Performance Management, Customer Loyalty, Customer Experience Management Solutions, Sales Management Software, Customer Centricity, Customer Experience Improvement

3 Sales Performance Management Benefits of Getting to "No" Quickly

George Jacob

by George Jacob on Jul 11, 2015

When you bring new B2B buyers into your customer experience, do you try to show some of them the door?

Here are three reasons why you should do just that.

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Topics: Voice of the Prospect, Sales Pipeline Management, Sales Performance Management, Sales Management Software

6 Simple, Powerful Tools for B2B Sales Management

PeopleMetrics Alum

by PeopleMetrics Alum on Jun 22, 2015

Overwhelmed by the sheer amount of options and tools meant to "help" you sell more effectively?

Yeah, me too.

If you're anything like me, you're always looking for options that are easy to use, that simplify sales pipeline management, and that provide the most value to the prospect you're talking to.

So to help your search, here are six tools that have become must-haves in my sales process.

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Topics: Voice of the Prospect, Customer-Centric Culture, Sales Pipeline Management, Sales Performance Management, Sales Management Software, Customer Centricity

Be Mine: Client Feedback, The Secret to Successfully Closing a Sale

PeopleMetrics Alum

by PeopleMetrics Alum on Feb 11, 2015

"If you want to persuade, you must first connect."

This quote from Sonia Simone's excellent post entitled How to Create a Deep Connection with Prospects and Customers sums up a question we've been grappling with here at PeopleMetrics in recent months: how to help B2B companies differentiate on the prospect experience and close more sales.  

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Topics: Voice of the Prospect, Sales Pipeline Management, Sales Performance Management, Sales Management Software

Improve Your Sales Strategy With a Better Prospect Experience

George Jacob

by George Jacob on Jan 5, 2015

It’s 2015, and that means we’re blazing into the 16th year of this still-new millenium. As you take stock of your last year, and look forward into a new one, it's a good time to consider: How can you improve your sales strategy with a better prospect experience?

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Topics: Customer Feedback Management, Voice of the Prospect, Sales Pipeline Management, Sales Performance Management, Sales Management Software

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