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.

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.

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.

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.

Social ROI Is Not A Myth, Just Ask TD Bank Group

Early social businesses will tell you that the place to start is NOT with your customers. Instead start by replacing inefficient internal processes with social-based practices supported by technology. TD Bank Group is a good example of how to drive ROI. The Bank realized that to effectively compete it needed to evolve beyond social media. It had to become a social business and the place to start was ..... Read the complete post on Forbes.

Extreme Make-Over Tips to Be a Social Business

Becoming a Social Business, or Social Enterprise as some call it, is a multi-faceted transformation. We’re talking big “T” versus little “t” transformation and it starts with people, their attitudes, and how they work. No part of the company and its ecosystem goes untouched and that amount of change can scare people. Frankly, who has the time or the appetite to take this on when everyone is scrambling for revenue? If you want to survive this economic cycle, you do... Read the complete post on Forbes.

How to Start Your Own “Arab Spring” ;)

The need for change is in the air; it comes up in every conversation.  Marc Benioff, Salesforce’sChairman and CEO passionately espoused change at Dreamforce.  His call to the world was that companies need to change or be left behind.   He went one step further and gave a dire warning to CEOs – change thyself or fall from grace. His rallying cry was for enterprises to start their own business “Arab Spring”.  

Salesforce.com CEO Calls for a Business ‘Arab Spring’

Salesforce.com’s DreamForce conference lived up to its reputation. It was bigger, better, and the place to be this week. This wasn’t a conference, it was a cult convention. The atmosphere in the convention center before each morning’s keynote reminds me of the energy you feel before a rock concert or a San Francisco Giants game. Pre-show entertainment included roving interviews with customers like Autodesk, Nissan, NBC Universal, and celebrities like Neil Young against a backdrop of heavy bass music from a DJ mix. You know the music; the kind you hear at a baseball or football game. Folks lined up hours early to get a seat in front to be that much closer to Marc Benioff, Salesforce’s CEO and Chairman. The pre-game tailgate party was donuts and coffee in the brisk fog of San Francisco. The energy was palpable. Bloggers in the ‘Pound’ flexed their fingers warming up in order to tweet and blog as fast as they could in order to be the first one with the quote, announcement or insight.