ShepHyken

MARCH 12, 2021

He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. Increasing online prospects, lead generation and sales.

B2B 391

B2B Journey mapping B2C Telecommunications 391

Beyond Philosophy

NOVEMBER 1, 2017

Last week, the Senate voted to repeal a rule that banned most mandatory arbitration clauses in credit card agreements, checking account agreements, car loans, and many other types of consumer banking transactions. Banking industry lobbyists fought hard for this change and gained significant support. And this time, the U.S.

Banking 276

Banking Consulting Consulting Accountability 276

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? This signifies that fostering an exceptional partnership between CS and sales teams — vital for long-term revenue growth, begins with understanding which customers can derive the highest value from your products and services over time.

Sales 111

Sales Outbound sales Revenue potential Accountability 111

ShepHyken

SEPTEMBER 20, 2019

A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry. Customer Success / Account Management – Outside of support, this team interacts with customers the most frequently. They told your VP of Sales who updated their contact info in the CRM and its fed elsewhere via integrations.

B2B 287

B2B Customer Support CRM B2C 287

Beyond Philosophy

OCTOBER 28, 2014

Let’s say your IT system requires getting your email address for every customer to access the details of the account. When you are frustrated, stressed, and upset, how do you feel about entering your account number followed by the pound sign? You wait because you are “service” call, and all the agents are busy with “sales” calls.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

aircall

OCTOBER 17, 2022

As your start planning for the coming year, optimizing your sales win rate is probably a top priority. How to Define Your Sales Win Rate. As our partners at Richpanel share, “Win rate is not just a sales team’s metric. How is sales win rate calculated? . Why You Should Prioritize Your Sales Win Rate.

Sales 117

Sales Gamification Metrics Accountability 117

JustCall

FEBRUARY 17, 2022

Want to ramp up to more than 100 cold calls in a day with a powerful sales dialer? Well, we know how difficult it gets to meet sales quotas, when you’ve got to deal with the mess of finding lead numbers, then dialing them manually, and ending up on a dial tone. What is a Sales Dialer? How do modern sales phone dialers work?

Sales 104

Sales Abandon rate Real estate voip 104

AWS Machine Learning

AUGUST 26, 2024

At AWS, we are transforming our seller and customer journeys by using generative artificial intelligence (AI) across the sales lifecycle. Our field organization includes customer-facing teams (account managers, solutions architects, specialists) and internal support functions (sales operations).

Sales 116

Sales Accountability Feedback Metrics 116

Call Design

MAY 14, 2021

IVR’s…love them or hate them, they are an almost ubiquitous part of the contact centre industry and have been around for a very long time. For example, an automated attendant would play a message like ‘welcome to ABC company, please press 1 for sales, or 2 for customer service’. ” The Benefit of using an IVR.

Interactive Voice Response 146

Interactive Voice Response Self service Wait times Banking 146

Beyond Philosophy

JULY 24, 2017

According to news accounts , they are starting to, though they’re moving at a sloth’s pace to do anything about it. If you can afford its Black Label program, sales people come to you, and you deal with one person from beginning to end. So has Tesla, which also offers cars at a fixed price, bypassing the dealership model altogether.

Employee engagement 278

Employee engagement Finance Sales Consulting 278

Totango

JULY 17, 2024

You get success right; your revenue is coming.” – Charlie Sonnenberg, VP Sales, Totango + Catalyst Customer-led growth is the only way to protect and sustain revenue growth. Achieving higher retention and growth, however, requires effective collaboration and mutual support between customer success and sales teams. “Success is revenue.

Sales 97

Sales Metrics Accountability Benchmark 97

Beyond Philosophy

MAY 14, 2020

As a specialist in applying the science of influence and persuasion in sales, leadership, and coaching, Ahearn spoke to us about the six fundamental principles on how to influence people. Ahearn’s background was in the insurance industry. However, hold them accountable for their answers. Cialdini’s Six Principles of Influence .

Consulting 419

Consulting Consulting Personalization Accountability 419

Beyond Philosophy

SEPTEMBER 6, 2017

We find that many organizations measure performance in sales growth or stock price. Yes, finance, legal, accounts receivable, we are talking about you. Significant sections of meetings are devoted to operations and sales but nothing for Customer Experience. It also helps you allocate proper resources. Not celebrating quick wins.

Consulting 302

Consulting Consulting Finance Metrics 302

Integrity Solutions

SEPTEMBER 23, 2024

Sales enablement has become an integral component of the modern sales organization, yet there is still confusion around what sales enablement actually is and, crucially, how to really make it deliver results for your salespeople and your business. This is not unlike the situation many sales leaders are finding themselves in.

Sales 100

Sales Coaching Telecommunications Accountability 100

aircall

OCTOBER 6, 2021

One of the best strategies for increasing engagement and retention is to refine your sales onboarding process. In this article, we’ll look at effective sales onboarding and how it can fundamentally improve the new hire experience for your sales professionals. Defining Effective Sales Onboarding.

Sales 117

Sales Scripts Best practices Feedback 117

ShepHyken

FEBRUARY 9, 2018

Train your sales team using the right technology. Some key sales technology to consider are: Customer Relationship Management (CRM) software – this allows you to track and manage your customers as they move through the sales funnel. Read Shep’s latest Forbes Article: Business Lessons From NAMM 2018 And The Music Industry.

Customer Service 411

Customer Service Morale Sales Coaching 411

Totango

MAY 7, 2024

Both CS and Sales leaders agree: Retention is the #1 priority. Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. But there’s a problem. Use your words Talk to each other!

Sales 100

Sales Upselling Metrics Accountability 100

Integrity Solutions

MAY 23, 2023

Sales prospecting is vital to the success of any sales organization. Simply learning how to find, approach and engage new customers is at the heart of being able to meet and exceed your sales goals. Why Is Sales Prospecting More Important Than Ever? What is Sales Prospecting?

Sales 91

Sales Coaching Brand ambassadors B2B 91

Beyond Philosophy

JULY 28, 2015

When we returned from the test drive, I asked our sales rep, how much the car cost. The salesman informed us he was not paid a commission, which told us there would be no high-pressure sales techniques. I’d be interested to hear your take on the industry in the comments below. Our experience there was quite different.

Finance 299

Finance Advertising Sales Surveys 299

Integrity Solutions

DECEMBER 13, 2024

From predictive analytics and sales automation to chat bots and conversational intelligence, more businesses are taking advantage of the latest advances in artificial intelligence (AI) and automation capabilities. What this technology can’t do, though, is replace the human touch in sales.

Sales 81

Sales Coaching B2B Self service 81

CCNG

APRIL 27, 2022

Their operations consisted of a large fulfillment center, the contact center, and a large client services organization serving almost 100 clients in the business-to-consumer and business-to-business industry verticals. My background is sales management. I led my first outside sales team of 40 people right out of college.

CCNG 195

CCNG Contact Center Scripts Feedback 195

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 92

Sales Upselling Accountability SaaS 92

Integrity Solutions

APRIL 19, 2024

Mastering the human side of selling is key to sales success, but what does phrase that mean exactly? At its essence, humanizing the sales experience is really about personalization. The desire for a personalization in the sales experience has only grown in recent years. The same holds true across the sales-service continuum.

Personalization 102

Personalization Sales Scripts Contact Center 102

Callminer

SEPTEMBER 23, 2020

“A good outbound sales script contains a strong connecting statement. ” – Grace Sweeney, 5 Outbound Sales Scripts You Can Adjust on the Fly , Copper; Twitter: @copperinc. Use industry-specific email to break the ice with new leads. Read on to learn more: Tools to Leverage for Your Outbound Call Center.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

Beyond Philosophy

DECEMBER 10, 2021

Instead of complaining that people don’t use Net Promoter appropriately, Reichheld decided to present an alternative that’s an appropriate metric to hold people accountable. Reichheld also wanted it to be accounting-based because it is well regulated, and there are rules for measurement.

Airlines 273

Airlines Metrics Accountability SaaS 273

ShepHyken

APRIL 2, 2021

Delivering excellent customer service means understanding the ins and outs of your customer personas, your competitive landscape, your business, and – of course – your own organization and industry. alone, e-commerce now accounts for 16.1% of all sales. Misconception #2: Customers only want self-service options.

Customer Service 303

Customer Service Metrics Self service Average Handle Time 303

Callminer

FEBRUARY 23, 2021

It’s critical that organizations proactively stay ahead of these changes and work to take on top of changing industry standards. Self-service options will be used across industries to curb call volume. Sales and service are being brought together as one. New Challenges for Call Centers in 2021. More Flexible Service Solutions.

Call Center 376

Call Center Technology Banking Contact Center 376

Beyond Philosophy

JANUARY 13, 2022

In almost any industry, there are customers where you are losing money by letting them buy from you, either in terms of product returns or customer acquisition costs relative to revenue earned. For example, if left to the sales department, firing a customer wouldn’t happen. Biases within an organization also cloud the decision.

Accountability 195

Accountability Consulting Consulting Sales 195

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 92

Sales Enterprise Best practices Metrics 92

Totango

MAY 17, 2023

When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. More than half raised hands for sales and the CRO, and when asked if they felt the relationship with product teams could be enhanced, even more hands shot up.

Sales 110

Sales Marketing Metrics APIs 110

ShepHyken

MARCH 13, 2017

This is information that can help any business in any industry. TCFCR) Retailers would be wise to take direction from successful B-to-B enterprises and learn how to handle new customers, how to better serve the consumer, and mirror the way new business accounts are valued and coddled.

Customer Service 236

Customer Service Best practices Customer retention Customer Support 236

ShepHyken

JUNE 28, 2019

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. Accountants today couldn’t imagine performing their job without some form of calculator. In fact, who would trust an accountant who did not use a machine to supplement their skills?

Contact Center 294

Contact Center Self service Banking Airlines 294

ShepHyken

APRIL 28, 2024

For context, these are the customers who continue to buy from you over and over again, and should account for the majority of your total sales. To create an actionable plan, you need the right information and a wide-angle look at the industry. In addition, the author includes two additional trends.

Customer Service 190

Customer Service Advertising B2C Big data 190

Integrity Solutions

DECEMBER 11, 2023

What is cold calling and what does it look like in the current sales world? But sales prospecting is the bread-and-butter, core activity that leads to sales growth and success — and cold calling is one of the most effective prospecting strategies available. Your mindset may actually be the key to success.

Sales 92

Sales Accountability Coaching Marketing 92

CCNG

MARCH 6, 2024

Good thing that at InflowCX we don’t serve the industry serving the contact center world, we serve the contact center industry. Analytical AI can take large amounts of data and identify trends, patterns, sales opportunities, and cycles in seconds versus days without any bias. What does that even mean?

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

CCNG

AUGUST 28, 2024

While almost all industries are going digital, there’s one industry that is leading the charge in the digital revolution, i.e., Contact Centers. Ensuring transparency, fairness, and accountability in AI algorithms has now become essential for building and maintaining customer trust.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195