Crazy Makers, Trust Busters, and How Customers Get Even

Much of today’s discussion on B2B customer experience focuses on interactions.  What is the buyer doing? What content are they interacting with and where? How can sales engage with the buyer earlier?  While understanding the specific actions and motivations of buyers is important to delivering a valued lifetime customer experience, it is not everything.... Read the full article on Forbes.

Lithium Takes a Stand on Customer Experience Hype

The echo chamber on customer experience is so loud it almost drowns out any creative thought you might have floating in your head. It’s coming from all corners with everyone jumping on the bandwagon.  As companies grapple with what it means, if it’s relevant for them and how the heck to get started, B2B technology vendors are circling like beasts eyeing a herd on the savannah..... Read the full article on Forbes.

Sales and Marketing Alignment Begins With Your Customer

50 percent of B2B sales staff keep missing their quotas. It’s a problem as old as business itself.  The culprit, according to sales, is the quality and volume of leads from marketing. The marketing department may be quick to snap back that sales is ignoring their leads or not trying hard enough to close them.  When the squabbling causes the revenue pipeline to become even more unpredictable, that gets the CEO’s attention..... Read the full article on Forbes.

Should Sales Own Customer Experience?

Closing deals and driving revenue has been at the top of the agenda since the dawn of commerce. However, the sense of urgency and bewilderment about how to grow a company is at an all time high. As I recently blogged,experiments with Chief Revenue Officers have largely failed  with the burden for revenue falling, historically, most heavily on sales, even if sometimes unfairly...... Read the full article on Forbes.

Customer-Centric Messaging JIT for Sales Kick-Off

It’s three weeks before annual Sales Kick Off event and there’s grumbling in the hallways about marketing’s messaging. It just doesn’t seem to work and wouldn’t it be nice if more effective messaging could be shared with the sales team at Kick Off. It doesn’t really matter if the conclusion that the current messaging is wrong was reached by sales, marketing or management. L ikewise, arguing that the messaging is correct is both fruitless and a political blunder... Read the full article on Forbes.

Why Customer Loyalty Is Hard

Wrapping your business around the customer has been a core business principle since before Adam Smith wrote the “Wealth of Nations” in 1776. Yet every year, there are new technologies, theories, and business models that promise to get a company closer to its customer, as if customer alignment had just been discovered for the first time. Do we really need new-fangled ways of solving the problem, when many companies have performed well at customer alignment for centuries?... Read the full article on Forbes.  

Change or Die

We’re waking up from a daze that started when marketing results became increasingly unreliable and change whacked us in the head and flipped decades of established marketing and sales practices upside-down. Lori Wizdo also noted that buyers expect a personal touch yet sales departments are still pushing products instead of building relationships. As a result 50 percent of sales don’t meet their quotas and only three percent of customers feel their interactions with sales are meaningful.... Read the complete post on Forbes.

7 Tips of the Chief Customer Officer

The transition to a customer-centric organization will transform many Chief Revenue Officers into Chief Customer Officers. As organizations realize that the customer experience and relationship is the asset that leads to revenues, CROs will shift focus from the revenues themselves, to the customers that deliver it. For CROs making this transition, it may feel like unfamiliar territory..... Read the complete post on Forbes.

Is Your 2013 Planning a Budget Battle? Try Something New – Preference Marketing

It’s budget season for most companies and a key part of the process is balancing revenue targets with investment levels. We all know how the story plays out; it’s always a fight leaving all involved bruised and sore with a good amount of lost trust. Oddly, people wonder why Sales and Marketing don’t get along? The irony is that both Sales and Marketing are wrong..... Read the complete post on Forbes.

Four Things Fortune 100 Buyers Wished You’d Do

Most sellers are product-feature obsessed while their Fortune 100 buyers are relationship focused. In a recent study conducted on how companies purchase technology we found that Fortune 100 organizations place more importance on the quality of their vendor relationships than how well the product or service performs. Fortune 100 buyers are frustrated with the state of their vendor relationships ..... Read the complete post on Forbes.