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The amount of effort spent on talking and thinking about the best ways to connect with customers truly is incredible. The amount of ink spilled -- real and virtual -- the number of conferences held, and the dollars spent on efforts and expertise are vast ...
The term "customer experience" flows from the lips of business people so smoothly these days. It's very clearly the business jargon du jour; its importance has been trending upward for the last decade, and according to Gartner, by 2018 more than half of all businesses will implement significant business model changes in their efforts to improve customer experience...
About a year ago, I conducted a survey that led to my company's first-ever Sales & Marketing Sentiment Study. The idea was to get inside the heads of people in sales and marketing and reveal their feelings about the way they worked, the technology they used, and about each other. We split the results into sales and marketing responses (astoundingly, we had exactly one more sales response than marketing response) and compared them.
Business-to-business marketers know what customers want, in general terms, from initial contacts with the people they buy from. It's taken awhile, but through trial, error, some more error and eventually some actual thought, the mystery has been solved ...
Some things in business are very clear and binary: A company succeeds or fails. A customer buys from you or from someone else. A customer returns for additional sales or leaves for a competitor ...
It's becoming increasingly clear that the nature of the sales profession is changing ...
The era of digital transformation and the digital business, the customer experience as a key differentiator, and the movement toward smart machines are some of the common themes Gartner Distinguished Analyst Don Scheibenreif touched on in his keynote last week at the Gartner Customer 360 Summit in San Diego ...
Hardened sales veterans may hear the expression "customer experience" and shrug or scoff. What has it got to do with them, they may ask? A lot -- because it can add dollars directly to their commissions checks ...
For many years, provocateurs have been able to stir people up by proclaiming the death of the salesperson. Ten years ago, in fact, Marc Miller authored the book Selling is Dead. It must be a lingering death, because I still know lots of salespeople. I sure hope they have their affairs in order, what with their impending demise foreshadowed for so long...
I recently conducted a simple, one-question survey, using sales pros as my target audience. The question was idiotically simple: What is the most important metric for people in sales? ...
We all use them. They're the default system for listing and tracking things. And no one (except, maybe for that one weird guy in finance) really likes them. I'm talking about spreadsheets. ...
As businesses gain a new appreciation of the power of data, they're discovering new tactics for sales and marketing that go far beyond what was possible in the past. It's not just big data and a technology-driven revolution -- it's also a shift in attitudes about data's place in the selling process, its role as a guide or as a reality check, and its ability to fuel new processes that drive greater sales performance...
Customer experience is more than the experience of trading money for a product or a service. It's the experience leading up to that, and the experience customers have with what they've purchased, all the way until they stop using it ...
Technology is giving companies an unprecedented view of their customers: demographic data; buying preferences; behaviors that signal the intent to buy; and analyses that enable them to develop expectations about how customers are likely to act during the buyer-seller relationship. Those abilities are new and, in many cases, hold a lot of promise ...
Despite vendors' assertions to the contrary, customer relationship management is not all about technology. Technology helps it scale, but CRM is really a discipline. It's the discipline of creating relationships that benefit both the buyer and the seller. ...
In sales, we know customer retention is critical for success in the subscription economy. For many tech companies in the SaaS space, it takes three years to break even. In insurance, which has toiled in the subscription economy for more than a century, the average break-even time is an incredible seven years ...
Within a few years, 1 million B2B sales roles will be eliminated, according to a recent Forrester Research report. That's 20 percent of them gone, thanks to the evolution of technologies like self-service and customers' increasing desire to avoid the hassle of speaking to sales reps ...
There's a lot of devalued sales jargon out there, but the phrase that makes me wince the most is "sales enablement." ...
The idea of using incentives to drive business behaviors is not a new one. It happens in all areas of business, but it's most obvious in sales, where compensation is tied to performance ...
I was doing a little reading about the concept of the customer journey. I have distinct opinions about it, and I was looking for things that might challenge or validate those ideas when I stumbled across a blog post from a major CRM vendor that got my goat ...
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https://www.crmbuyer.com/story/paradoxical-behavior-makes-consumers-unpredictable-report-178143.html
https://www.crmbuyer.com/wp-content/uploads/sites/4/2024/04/AI-robot-in-business.jpg
https://www.crmbuyer.com/story/how-to-leverage-gen-ai-without-losing-the-corporate-shirt-179123.html
https://www.crmbuyer.com/wp-content/uploads/sites/4/2023/12/brain-on-chip-2.jpg
https://www.crmbuyer.com/story/ai-powered-loyalty-platforms-bring-new-cx-opportunities-177387.html
https://www.crmbuyer.com/wp-content/uploads/sites/4/2024/09/AI-gift-shopping.jpg
https://www.crmbuyer.com/story/retailers-turn-to-ai-for-holiday-shopping-season-success-178102.html
https://www.crmbuyer.com/wp-content/uploads/sites/4/2022/11/crm-gears.jpg
https://www.crmbuyer.com/story/open-source-overhaul-revitalizes-pipeliner-crm-through-forced-rebuild-177361.html
Open-Source Overhaul Revitalizes Pipeliner CRM Through Forced Rebuild
https://www.crmbuyer.com/wp-content/uploads/sites/4/2024/04/customer-service-agent-smiling.jpg
https://www.crmbuyer.com/story/turning-the-contact-center-into-a-strategic-brand-asset-177362.html
https://www.crmbuyer.com/wp-content/uploads/sites/4/2024/07/contact-center-agents.jpg
https://www.crmbuyer.com/story/for-crm-ai-advances-more-than-just-contact-center-marketing-goals-177340.html
For CRM, AI Advances More Than Just Contact Center, Marketing Goals
https://www.crmbuyer.com/wp-content/uploads/sites/4/2024/06/innovative-development.jpg
https://www.crmbuyer.com/story/surefront-unified-toolkit-modernizes-crm-and-retail-management-177319.html
Surefront Unified Toolkit Modernizes CRM and Retail Management
https://www.crmbuyer.com/wp-content/uploads/sites/4/2025/02/interactive-video.jpg
https://www.crmbuyer.com/story/videos-growing-role-in-customer-engagement-178191.html
https://www.crmbuyer.com/wp-content/uploads/sites/4/2024/11/internet-user.jpg
https://www.crmbuyer.com/story/paradoxical-behavior-makes-consumers-unpredictable-report-178143.html
https://www.crmbuyer.com/wp-content/uploads/sites/4/2024/04/AI-robot-in-business.jpg
https://www.crmbuyer.com/story/how-to-leverage-gen-ai-without-losing-the-corporate-shirt-179123.html
https://www.crmbuyer.com/wp-content/uploads/sites/4/2023/12/brain-on-chip-2.jpg
https://www.crmbuyer.com/story/ai-powered-loyalty-platforms-bring-new-cx-opportunities-177387.html
https://www.crmbuyer.com/wp-content/uploads/sites/4/2024/09/AI-gift-shopping.jpg
https://www.crmbuyer.com/story/retailers-turn-to-ai-for-holiday-shopping-season-success-178102.html
https://www.crmbuyer.com/wp-content/uploads/sites/4/2022/11/crm-gears.jpg
https://www.crmbuyer.com/story/open-source-overhaul-revitalizes-pipeliner-crm-through-forced-rebuild-177361.html
Open-Source Overhaul Revitalizes Pipeliner CRM Through Forced Rebuild
https://www.crmbuyer.com/wp-content/uploads/sites/4/2024/04/customer-service-agent-smiling.jpg
https://www.crmbuyer.com/story/turning-the-contact-center-into-a-strategic-brand-asset-177362.html
https://www.crmbuyer.com/wp-content/uploads/sites/4/2024/07/contact-center-agents.jpg
https://www.crmbuyer.com/story/for-crm-ai-advances-more-than-just-contact-center-marketing-goals-177340.html
For CRM, AI Advances More Than Just Contact Center, Marketing Goals
https://www.crmbuyer.com/wp-content/uploads/sites/4/2024/06/innovative-development.jpg
https://www.crmbuyer.com/story/surefront-unified-toolkit-modernizes-crm-and-retail-management-177319.html
Surefront Unified Toolkit Modernizes CRM and Retail Management
https://www.crmbuyer.com/wp-content/uploads/sites/4/2025/02/interactive-video.jpg
https://www.crmbuyer.com/story/videos-growing-role-in-customer-engagement-178191.html
https://www.crmbuyer.com/wp-content/uploads/sites/4/2024/11/internet-user.jpg
https://www.crmbuyer.com/story/paradoxical-behavior-makes-consumers-unpredictable-report-178143.html