Shep Hyken

OCTOBER 5, 2022

Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. As I read the story, I realized the salesperson didn’t just sell a car. Brian Knight , a professional speaker on team performance, posted the story on his blog. She created an experience for her customer.

Sales 108

Sales Customer Service Customer Experience 108

Customer Think

NOVEMBER 22, 2022

Selling is about creating value… Well, yeah, … but we have differing views of value, which often focuses on us and not the value customers need… To most sellers, it’s fitting the customer’s budget and winning because we might have a few more features than the alternatives, or are cheaper.

Customer Loyalty 75

Customer Loyalty Sales 75

Customer Think

MAY 2, 2021

I was involved in a fascinating Clubhouse discussion on the future of selling. We all know virtual will play an increased role in how sellers engage customers, but the more interesting perspective is how customers want to [.]. The post The Future Of Selling Driven By The Future Of Work! The Future Of Sales Is Virtual.

Sales 75

Sales 75

Customer Think

JANUARY 6, 2022

Selling is difficult. We have to understand what the customer is trying to do and demonstrate how our solutions are the best in helping them achieve their goals. The post The “Heavy Lifting” In Buying And Selling first appeared on Partners in EXCELLENCE Blog -- Making A Difference. We have [.].

Sales 64

Sales 64

Zendesk

FEBRUARY 17, 2022

Mapping out the journey provides an in-depth view of how your potential customers behave at every step in the buying process. It also describes how each step leads to the next, so you can ensure your buyer’s journey doesn’t have gaps that cause leads to drop out of your funnel. How do you track the buyer’s journey stages?

Social Media 98

Social Media Sales Education CRM 98

Customer Think

DECEMBER 20, 2022

The post Chatting With CHATGPT On Selling… first appeared on Partners in EXCELLENCE Blog -- Making A Difference. The post Chatting With CHATGPT On Selling… first appeared on Partners in EXCELLENCE Blog -- Making A Difference. Getting Personal About Metrics "How To Get Customers Come To You.".

Sales 64

Sales Technology Technology 64

Customer Think

AUGUST 30, 2021

We tend to think differently about our behaviors in engaging customers and “selling,” and how we drive change–particularly big change–within our own organizations. The post “Selling Internally,” Driving Transformation first appeared on Partners in EXCELLENCE Blog -- Making A Difference.

Sales 75

Sales 75

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

CX 243

CX Customer Experience 243

Customer Think

JANUARY 19, 2022

As I mentioned in that article, I continue to be amazed by how casually we treat win rates and how little we understand what causes us to win and lose. first appeared on Partners in EXCELLENCE Blog -- Making A Difference. Don't Sell Where You Lose! There is too much of a tendency to accept what they are [.].

Sales 72

Sales 72

Customer Think

OCTOBER 29, 2021

As sellers, the pandemic has forced us to rethink our work and how we engage our customers. The post The Pandemic, What Buyers Discovered first appeared on Partners in EXCELLENCE Blog -- Making A Difference. Virtual Selling Is Not The Future Of Sales! Pandemic Prospecting Reinventing Selling!

Sales 64

Sales 64

ClientSuccess

DECEMBER 19, 2022

In this blog, we’ll be exploring the five playbooks every CSM team should have in order to ensure success and consistency across the team. This playbook should include tips on how to diagnose problems, define troubleshooting processes, and provide resources that can be used to help solve customer issues.

Education 72

Education Customer Relationship Sales Customer Service 72

Totango

DECEMBER 20, 2023

All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business. We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category.

Business Operations 108

Business Operations Customer Satisfaction Sales Customer Service 108

Customer Think

MAY 13, 2021

The other day, I was speaking with a colleague about the state of sales/selling. We started talking about the irony of change, how our jobs are all about change–yet we, somehow, seem the most resistant to changing how we sell. Sales/selling has little to do with what we sell. Can You Change Yourself?

Sales 58

Sales 58

Intercom, Inc.

MAY 7, 2019

But what about the content itself – how do you think about maximizing the audience when you’re still creating? The end of apps as we know them is a strong opinion that is well argued and illustrated – which is why it’s one of our most evergreen posts on this blog. gigabytes per year. Put simply: have an opinion. Opinionated ?

Social Media 222

Social Media B2C Start-ups B2B 222

Zendesk

MAY 25, 2022

But only when I joined Tymeshift did I feel like I’d really entered the CX community, learned the ins and outs, and saw how important it is: not just for me, but for my whole company. You’ll follow her for the short, simple intros to complicated concepts—but you’ll stay for the great podcasts, blogs, and books.

CX 98

CX Social Media Start-ups Sports 98

Intercom, Inc.

OCTOBER 2, 2018

While other parts of our website had evolved to reflect those new realities the blog remained a relatively basic WordPress setup. Time to kill the blog. The most successful blogs are usually very personal and tied to a particular worldview or area of expertise. Here’s how we went about doing that. Our final color palette.

Engineering 162

Engineering Social Media Customer Acquisition Start-ups 162

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system. Think about it.

Contact Center 83

Contact Center Engineering Customer Service Sales 83

TeamSupport

DECEMBER 7, 2020

But how can a salesperson or account manager be proactive in addressing either of these scenarios when they don’t live in your ticketing system all day and don’t analyze support reports on a regular basis? To identify upsell opportunities set triggers for words or phrases like, “How much is it to add a user?”. Why is this important?

B2B 98

B2B Sales 98

TeamSupport

NOVEMBER 11, 2020

This concept, as detailed in the new whitepaper by ServiceXRG, illustrates how well-defined service programs and effective adoption of your product can be the keys to maximizing recurring revenue performance. Part 1 of this blog series highlights excerpts from the key concepts for using services to retain and grow recurring revenue.

Engineering 98

Engineering Education Sales Technology 98

Totango

NOVEMBER 27, 2023

Totango recently shared how we envision the next generation of customer success evolving, and we see three prominent benefits of leveraging one of the most significant CS platforms reflected in the report. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms.

B2B 91

B2B ML CRM Customer Relationship Management 91

Customer Think

JULY 12, 2021

How would buying and selling change if you couldn’t discount? first appeared on Partners in EXCELLENCE Blog -- Making A Difference. What if the price is the price period? The post What If You Couldn’t Discount? The post What If You Couldn’t Discount? Related Posts: "We Need To Discount."

Sales 64

Sales 64

The Customer Service Blog

DECEMBER 17, 2022

It is based on Puzo's best-selling 1969 novel of the same title. Many people just see the The Godfather as a crime film, but I believe it offers an entire philosophy on how to achieve success in life and in business. Darren Bugg Editor, The Customer Service Blog “Great men are not born great they grow great.”

Government 84

Government Customer Service 84

Beyond Philosophy

NOVEMBER 29, 0002

If there is anything the past year has taught us, it’s that car makers will do just about anything to sell cars. This shows to me how lying can be endemic throughout an industry, and it starts at the top. Carmakers need to take a step back and figure out what it is they are selling. Hint: it’s not cheap!).

Manufacturing 112

Manufacturing Customer Experience CX Sales 112

VOZIQ

MAY 8, 2023

How Machine Learning Can Improve the Customer Experience While businesses have their focus on how advanced and impressive the core technology is, it distracts from focusing intensely on its tangible value proposition — the precise ways in which it can render business processes more effective.

E-commerce 40

E-commerce Customer Acquisition ML Machine Learning 40

VOZIQ

MAY 8, 2023

How Machine Learning Can Improve the Customer Experience While businesses have their focus on how advanced and impressive the core technology is, it distracts from focusing intensely on its tangible value proposition — the precise ways in which it can render business processes more effective.

E-commerce 40

E-commerce Customer Acquisition ML Machine Learning 40

CSAT.AI

SEPTEMBER 29, 2022

No, this isn’t about how many steps your customer is getting in daily or their fiber consumption (unless you’re a wellness brand). In our previous blog, “Customer Success Managers and Customer Service: Differences and Integration,” we talked about how customer success involves developing relationships with customers.

Sentiment Analysis 106

Sentiment Analysis B2B B2C Customer Acquisition 106

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

Innovation 78

Innovation Customer Service Omnichannel Social Media 78

Totango

AUGUST 3, 2021

A freemium strategy is one of the best ways to sell a SaaS product. However, common freemium SaaS mistakes can thwart this otherwise effective approach. Here we’ll help you steer clear of the most frequent pitfalls SaaS companies encounter when deploying a freemium sales model. This can stem from concern over giving away too much for free.

Sales 118

Sales Social Media Engineering Technology 118

Intercom, Inc.

SEPTEMBER 22, 2020

Brian says: Intercom’s SVP of Marketing Shane Murphy-Reuter recently caught up with Brian to talk about the importance of conversational relationships and how they can drive exponential business growth. But as Brian says: Just how do you build a customer experience that’s hands down beats the competition?

Gambling 211

Gambling B2B Education Business Growth 211

Intercom, Inc.

AUGUST 14, 2018

No matter how hard you try to circumvent it, the first law will always come back and bite you. And it requires massive discipline, because as a founder or early stage employee, time spent writing blog posts, hosting podcasts, or shooting videos is time you’re not doing other work that often seems more urgent or impactful.

Non-Profits 182

Non-Profits Sports Gaming Start-ups 182

Totango

FEBRUARY 23, 2023

How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Qualitative metrics give you a more holistic understanding of how customers feel about your products or services and the overall experience they’re having on their customer journey.

Net Promoter Score 83

Net Promoter Score NPS Touchpoint Technology 83

Beyond Philosophy

OCTOBER 11, 2018

We all want to sell more. So how do we do this? Reciprocity is a concept in psychology that describes how people respond to a positive act with another one in return. Reciprocity is a concept in psychology that describes how people respond to a positive act with another one in return. The reciprocity isn’t there.

Sales 137

Sales Customer Loyalty Start-ups Customer Experience 137

Beyond Philosophy

JUNE 1, 2018

It’s called a substitution heuristic, and it is how customer make up their minds about you. A heuristic is a scientific term that describes how we use shortcuts in our thinking to help us make decisions or solve problems. So, respondents in the study substituted a different question they could answer, e.g., “How tall am I?”

Engineering 122

Engineering Start-ups Customer Experience 122

ClientSuccess

FEBRUARY 22, 2023

This article will explore the differences between customer success and customer support and how they work together to help businesses succeed. The success of customer success is typically measured by metrics such as customer retention rate, upsell/cross-sell revenue, and customer satisfaction scores.

Customer Satisfaction 70

Customer Satisfaction Education Customer Retention Customer Relationship 70

ProProfs

SEPTEMBER 23, 2019

It’s not about selling. This motivates teachers, instructors, corporate trainers, and eLearning experts to cash in on educational and professional courses by creating and selling them online. If you too are toying with the idea, this blog post can help you out. Watch: How to Create an Online Course.

Real Estate 74

Real Estate Non-Profits Education Social Media 74

Intercom, Inc.

APRIL 13, 2018

The best ones are efficient, motivated, effective, and creative in how they operate on a day-to-day basis. Take advantage of the very technology you’re selling. Track how close the customer is getting to their usage limits or their data threshold. Great SaaS sales reps can change your entire business. Only 23.9%

Sales 224

Sales CRM Social Media Customer Acquisition 224

ClientSuccess

FEBRUARY 8, 2023

In this blog post, we’ll explore three different ownership models that help define roles between sales and customer success teams when it comes to customer renewals. So if you’re looking for answers on how best to manage customer renewals, then read on! Things To Consider… How complicated are your contracts?

Sales 71

Sales Customer Relationship Customer Retention 71