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How to Balance Intuition in Customer Experience Management and Sales

PeopleMetrics Alum

by PeopleMetrics Alum 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

An Inside Look at the Customer Experience Strategy of Mercedes-Benz

PeopleMetrics Alum

by PeopleMetrics Alum on Mar 22, 2016

Joseph A. Michelli’s recent book, Driven to Delight, is centered on the customer-centric transformation and ongoing customer experience strategy at Mercedes-Benz USA. After reading the book, I had a few questions about some of the content and strategies Joseph covered.

And here’s what resulted from the exchange.

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Topics: Customer Experience, Customer Service Satisfaction, Customer Experience Strategy, Sales Pipeline Management, Customer Experience Management Solutions, Customer Centricity, Customer Experience Improvement

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

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

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

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

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