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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

What Do Customers Secretly Say About Your Customer Experience?

George Jacob

by George Jacob on May 15, 2015

One of the interesting things about customer opinion is you’ll never hear all of it. Even with the best customer feedback management in place, you’ll only hear from the customers who choose to provide feedback.

But rest assured, customers are forming opinions about your business in every interaction. And when they share those opinions, whether or not they share them with you, you’ll feel the impact.

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Topics: Customer Experience, Voice of the Prospect, Customer Service Satisfaction, Customer Feedback, Customer Experience Strategy, Customer-Centric Culture, Sales Pipeline Management, Sales Performance Management, Customer Loyalty, Customer Experience Management Solutions, Employee Engagement

How to Improve Customer Experiences (Without Getting Egg on Your Face)

George Jacob

by George Jacob on May 7, 2015

When I was a kid, sometimes at parties or other events, we’d line up for an egg toss. If you’ve never seen one, partners stand a few feet apart and then toss an egg to each other. Partners with intact eggs then take a step back and throw again.

George. Why are you writing about egg toss? 

Well, because I was thinking: If your customer were an egg, what are the odds they’d make it through your customer experience intact?

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Topics: Customer Experience, Voice of the Prospect, Customer Retention, Customer Service Satisfaction, Customer Experience Strategy, Customer-Centric Culture, Sales Performance Management, Customer Loyalty

Customer Experience Strategies: The Impact of Working Together

George Jacob

by George Jacob on Apr 24, 2015

In working with CultureMetrics clients, we’ve found the common painpoint for many companies is the "How We Work Together" dimension. It’s not hard to understand why. Inside the walls, cubicle to cubicle, department to department—there are an awful lot of internal interactions to get right.

But if we want to improve how we move customers through our businesses, then we need to focus on how we work together.

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Topics: Customer Experience, Customer Feedback Management, Voice of the Prospect, Customer Experience Strategy, Voice of the Customer, Customer-Centric Culture, Sales Pipeline Management, Sales Performance Management, Customer Experience Management Solutions, 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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