Buyers and decision makers are rapidly changing and doing more and more research prior to making decisions. Traditional selling efforts and Sales Force Automation (SFA) technologies are now a foundational must-have. In your sales readiness strategies, where are you on the sales process and technology maturity scale? To move into a Best Practice state for…
Accurate and complete customer data is a cornerstone of an effective and efficient CX strategy and can have a significant impact on the bottom line. Common problems that arise from inconsistent, incomplete and inaccurate customer data are very real, including multiple sales reps working on duplicate accounts, ineffective marketing due to duplicate leads and poor…
Who owns the customer experience? Do you define your customer’s engagement with your organization as ‘customer experience’? Do you have a customer experience strategy? Typically, marketing has focused on the first two steps of the customer journey — Awareness and Consideration, and Expansion. Sales is involved. Service is definitely involved. The C-Suite creates the directive to provide great customer…