Mike Kunkle

OCTOBER 8, 2023

This strategic approach goes beyond conventional departmental boundaries, breaks down silos, and encompasses product, marketing, demand generation, sales enablement, and the encompassing realm of customer experience (whether it goes by customer support, customer success, customer service, or a combination of these).

Customer Experience 304

Customer Experience Profitability Decision-making Marketing 304

Strategic Account Management Association

AUGUST 6, 2021

Form an organizational capability around co-creating products and solutions with our customers Redesign our philosophy around our customers’ needs Make a positive business impact on our customers’ operations Ingrain a deeply customer-centric vision and mission for sales. We hope you come away with some learnings.

Supply Chain 520

Supply Chain Logistics Co-Creation e-Learning 520

Customer Think

MAY 13, 2024

A Master Class: Unlocking The Psychology of Customer Experience Listen to the podcast: This issue is the first in an eight-part series to explore customer behavior and the psychology driving it.

Decision-making 69

Decision-making Customer Experience 69

Customer Think

DECEMBER 6, 2022

As customer experience professionals, the work you do to identify improvement opportunities and other initiatives to design and deliver a better experience. I originally wrote today’s post for CMSWire. It appeared on their site on September 12, 2022.

Decision-making 87

Decision-making Prioritization Leadership Customer Experience 87

Zendesk

FEBRUARY 10, 2022

When it comes to optimizing the customer experience (CX) , your work is never really done. Consumer expectations are increasingly rising, and the world of technology is constantly evolving—making it difficult for business leaders to keep up. What is customer experience optimization? Not sure where to start?

Customer Experience 98

Customer Experience CRM eCommerce Decision-making 98

Zendesk

NOVEMBER 1, 2021

How are customer success and customer experience different? Though they’re both customer-centric roles, customer success and customer experience teams perform distinct functions. What is the difference between customer success and customer experience? Customer success teams.

Customer Experience 98

Customer Experience Customer Success Onboarding CRM 98

Hubspot Sales

SEPTEMBER 9, 2024

The evangelist may work for a consulting firm, a partner candidate, or even an existing customer. A client that has already acquired your company’s products or services are often your best source of revenue, provided they had positive customer experiences. Tip #2: Subscribe to sales lead enrichment services.

B2B 118

B2B Decision-making Media CRM 118

Upland

SEPTEMBER 1, 2023

Guided selling is a modern sales approach that combines technology, data analytics, and personalized interactions to assist customers in making well-informed purchasing decisions. This enables them to work faster, engage buyers more effectively, and make better decisions.

Decision-making 195

Decision-making Stakeholders Customer Experience CRM 195

Account Manager Tips

FEBRUARY 28, 2021

jobs being gobbled up by new technology and millennials set to make up 75% of the workforce might have you worried. LinkedIn recently revealed the most promising jobs and in-demand skills and three customer relationship focused roles made the Top 10 #3. Customisation and personalisation to be at the heart of the customer experience.

Key Account Management 246

Key Account Management Account Management Management Decision-making 246

AchieveIt

AUGUST 8, 2024

Using intuition or a vibe might work when choosing where to go on your next vacation or which restaurant to try, but not when making strategic or business decisions. Your decision-making process should be centered around these valuable insights. What is data-driven decision-making (DDDM)?

Decision-making 52

Decision-making Healthcare Stakeholders Government 52

Mike Kunkle

APRIL 8, 2023

My point here, is that you should make a purposeful determination on these levels, clearly define them, train them, and coach to them. In addition to having the right decision makers in the deal, which is part of qualification, it’s important to assess the landscape and relationships. Here’s what I mean.

B2B 243

B2B Sales Decision-making Stakeholders 243

Customer Think

JULY 2, 2024

Listen to the podcast: When it comes to experiences and the influences psychology has on them, there is never one thing happening at any one time. I mention this because, on the podcast, we have been doing a masterclass about Unlocking the Psychology of Customer Experience. There are typically several things happening.

Customer Experience 58

Customer Experience Decision-making 58

Upland

JUNE 30, 2023

Personalized Customer Experiences Modern enterprise sales methodology thrives on data-driven decision-making. With the integration of NLP AI technology, businesses can leverage massive amounts of data from various sources, such as customer interactions, social media, and market trends.

Co-Creation 195

Co-Creation Sales B2B Decision-making 195

Brooks Group

JANUARY 9, 2025

converting prospects into customers and making sales). While a consultative sales approach benefits all sellers, its especially important for account managers. Sales professionals tend to think shorter term (e.g., Sales Leader Recommendations To lead both functions effectively, sales leaders must: 1.

Account Management 103

Account Management Management Sales Value Proposition 103

DemandFarm

JANUARY 12, 2025

But it also demands precise account planning, strategic execution, data-driven decision-making, and seamless cross-functional collaboration. These elements are often challenging to maintain in organizations where sales, marketing, and customer success operate in silos. How RevOps Helps in Key Account Management?

Key Account Management 52

Key Account Management Account Management Decision-making Prioritization 52

Hubspot Sales

DECEMBER 17, 2024

These are systems that can quickly crunch raw data and make sense of it. One AI solution claims to catch up to 83% of bad debt , making it much easier for financial institutions to make risky loan decisions. Knowing this, it makes sense why 94% of companies use AI for fraud detection. Machine learning.

Artificial Intelligence 98

Artificial Intelligence Co-Creation Decision-making Small Business 98

Upland

SEPTEMBER 29, 2023

Stakeholder mapping in sales is the process of mapping out key decision makers within the buying group of the account you are looking to do business with. This means knowing what their motivations are, what makes them tick. The types of questions we ask are: ‘Where can we make the biggest impact to affect change?

Stakeholders 195

Stakeholders Sales Decision-making Internet 195

Upland

JUNE 7, 2023

An organization can make a considerable investment in a methodology, only to discover that it was not effective because there was no sales process to support it. Many think that MEDDIC is a sales process, but it’s really a deal qualification framework with multiple processes for decision criteria, decision process, etc.

Sales 195

Sales Negotiation Decision-making CRM 195

Upland

AUGUST 30, 2023

It represents the culmination of their journey, where they have progressed through the earlier stages and are now highly engaged and ready to make a purchase. In the ever-evolving digital marketing landscape, understanding and optimizing the customer journey is paramount for business success.

Decision-making 195

Decision-making Software Software Retail 195

Account Manager Tips

MAY 25, 2021

You might think your biggest accounts or your most complex accounts are your most valuable customers. Because what makes a key account is its future value. Establishing influential business relationships with decision-makers is a primary goal. That's how decisions get made and budgets approved. But you'd be wrong.

Key Account Management 246

Key Account Management Account Management Management Suppliers 246

Red Star Kim

NOVEMBER 9, 2023

What is the informal decision-making process? link] There’s advice to jump your uncertainty gaps by decision-making and actions which involves risk. Strategy is a stream of decisions and actions”. He notes that your optimism (or pessimism) will impact decisions as well as ability to make fast decisions.

Strategic Thinking 147

Strategic Thinking Decision-making Innovation Facilitation 147

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. It develops organically in response to the decisions, behaviors, and policies of the people in the business. What does a customer service culture look like?

Decision-making 139

Decision-making Customer Experience Profitability Organization 139

Hubspot Sales

JUNE 12, 2019

If you want to create a quality product and provide an outstanding customer experience, your business processes should be fine-tuned so every step, from manufacturing to delivery, is well-executed. Informed decision making about a product's demand and supply. Processes can be made for just about anything.

Finance 144

Finance Sales Suppliers Manufacturing 144

Upland

AUGUST 29, 2023

Buying intent , also known as purchase intent, refers to the likelihood and inclination of a potential customer to make a purchasing decision. For any company to make the most out of its products, it is important to understand and grasp the essence of buying intent.

Value Proposition 195

Value Proposition Decision-making e-Learning Supply Chain 195

Hubspot Sales

FEBRUARY 13, 2025

Clarify the steps and stakeholders involved in decision-making. By aligning sales efforts with the customers priorities, SPICED empowers sales teams to close deals more effectively and build lasting relationships. In fact, 88% of buyers say theyll only make a purchase if they see the salesperson as a trusted advisor.

Decision-making 52

Decision-making Sales Prioritization CRM 52

Flevy

MARCH 25, 2025

Theyre about Continuous Innovation detecting shifts, making decisive moves , and reshaping internal structures to align with a changing landscape. Organizations like Netflix, Tesla, and Amazon apply these principles daily, sensing trends, acting decisively, and reshaping their capabilities before the competition catches up.

Decision-making 52

Decision-making Innovation Digital Transformation Internet 52

Upland

APRIL 5, 2023

But what it does mean is that sellers need to make the most of their time with buyers. Benefits of a Revenue Team Apart from giving sellers what they need to make the most out of their interactions with sellers, there are several other reasons to consider a revenue team.

Account Planning 195

Account Planning Customer Success B2B Decision-making 195

Nutshell

AUGUST 21, 2020

To make matters worse, B2B sales require approval from multiple stakeholders in a given company, so adrenaline-purchases by individual customers don’t happen the same way they do in B2C sales. You need to have a straightforward answer to the question: How will this product make my customer more successful? Target users.

Marketing 142

Marketing Onboarding Media B2C 142

Nutshell

MARCH 19, 2025

Thats where CRM custom fields come in. Custom fields are a handy feature that helps you personalize customer experience, automate workflows, and improve your reporting. In this guide, well go over the basics of how custom fields work in CRM and how to create the best custom fields for your business.

CRM 62

CRM Healthcare Decision-making Brainstorming 62

Hubspot Sales

JANUARY 25, 2021

HubSpot serves as a single source of truth when it comes to managing your customer relationships — and with an exceptionally easy user experience (UX) , you can spend more time on your customers and less time on software management and manual activities. Example of Zoho in Use: Provide an Omnichannel Customer Experience.

CRM 137

CRM Customer Experience Artificial Intelligence Media 137

DemandFarm

OCTOBER 3, 2023

In a digital-first world, where personalization and understanding of customer needs are paramount, customer centricity is about providing personalized, connected customer experiences across all channels — before, during, and after every transaction. 5 Key considerations for the Customer Centricity journey: 1.

Decision-making 98

Decision-making Innovation Customer Experience Profitability 98

Mike Kunkle

AUGUST 8, 2023

When sales, marketing, and customer success operate in isolated bubbles, opportunities for collaboration and synergy are lost. Fragmented customer experiences, misaligned strategies, increased friction for customers, and unfulfilled revenue potential. This is a definite growth killer. The result?

Sales 221

Sales Prioritization Innovation Sales Training 221

ACT

APRIL 9, 2025

Aggressive, unplanned growth can take a toll on your employees and operations, ultimately disrupting the customer experience. You also minimize the burden on these employees so they can focus on high-priority issues and maintain seamless customer interactions. That’s why scalability is so important.

Small Business 52

Small Business Artificial Intelligence CRM Acquisition 52

Hubspot Sales

MAY 15, 2020

In other words, if you don’t have an eCommerce store, now is probably the perfect time to make the investment. And if you do have an eCommerce presence, you need to make sure you’re equipped to keep up with the influx of shoppers and incredible amount of competition. Customization makes products highly personal.

eCommerce 145

eCommerce Supply Chain Retail Artificial Intelligence 145

Hubspot Sales

SEPTEMBER 28, 2020

Apart from this — products and services that need in-person demonstrations will make it tricky for salespeople to sell via video conferencing. That might make it difficult for them to commit or spare their attention. So, how do you adapt to these changes and make sure you don’t lose customers? Let’s find out.

Remote Working 140

Remote Working Decision-making Communication Meetings 140

Brooks Group

OCTOBER 14, 2024

After all, any reputable company can deliver a satisfying experience. But research shows over 50% of customers will switch to a competitor after a single unsatisfactory customer experience. It’s more important than ever to deliver consistent service to retain customers and build loyalty. It’s

Emotional Intelligence 76

Emotional Intelligence Negotiation Sales Training Construction 76

SuperOffice

AUGUST 22, 2022

An analytical CRM is best suited for businesses that are focused on data-driven decision making. Not only will it remove silos between sales, marketing and customer service teams, it will also help you communicate externally, too, by creating a more seamless connection with your distributors, partners and suppliers.

CRM 136

CRM Decision-making Onboarding Suppliers 136