Customer Think

JANUARY 30, 2023

“Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. Perhaps your customer experience management is on a misguided trajectory. But maybe this is the wrong path! If your aim […]

Customer Experience 140

Customer Experience Management 140

Customer Think

JULY 24, 2024

In the ever-evolving customer support landscape, knowledge managers face the dual challenge of keeping help content relevant and integrating new technologies like AI and automation. With so many […]

Customer Experience 112

Customer Experience Management Stakeholders 112

Account Manager Tips

FEBRUARY 28, 2021

What skills do key account managers need? Key account management is a profession in demand. Key Account Managers are in demand by companies now more than ever. LinkedIn recently revealed the most promising jobs and in-demand skills and three customer relationship focused roles made the Top 10 #3. I sure was. But fear not.

Key Account Management 246

Key Account Management Account Management Management Decision-making 246

Account Manager Tips

MAY 25, 2021

Definition of key account management. If you're not sure what key account management is, don't worry, you're not alone. Strategic Customer Alliances. Before we get to that, let me explain how key account management became a business strategy. Key account managers kept them. Key Account Management Concepts.

Key Account Management 246

Key Account Management Account Management Management Suppliers 246

Help Scout

JUNE 17, 2021

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. To wow your customers and drive loyalty, you need to represent both stability and those moments of amazement.

Customer Experience 122

Customer Experience Banking e-Learning Management 122

Strategic Account Management Association

AUGUST 6, 2021

Director Global Account Management, Aramex. Aramex services include international and domestic express delivery, freight forwarding, integrated logistics and supply chain management, and e-commerce solutions. Segments are managed by leaders specialized in each industry. “In A new central commercial organization was born.

Supply Chain 520

Supply Chain Logistics Co-Creation Account Management 520

Customer Think

AUGUST 29, 2021

The general neglect of inventory management by vendors is quite surprising. Here’s a quick question for you: do you have an accurate idea of your inventory? Can you give a detailed report of the items you currently have in stock within the next hour? And more often than not, this neglect directly or indirectly affects […].

Customer Experience 121

Customer Experience Management 121

Upland

FEBRUARY 29, 2024

A lthough change can be scary, difficult and potentially costly if not managed correctly, it is ultimately the key to achieving higher win rates, championing large buying groups, and growing revenue. A key piece to accomplishing that simplified approach is an effective change management plan, and consistent ongoing execution.

Account Planning 195

Account Planning Management Leadership Organization 195

Nutshell

MARCH 25, 2024

Get 70+ expert strategies for sales management success in our Sales Manager’s Survival Guide. FREE DOWNLOAD The 8 steps of an effective client onboarding process You’ve worked hard to turn your prospect into a customer, which calls for celebration. DOWNLOAD Ready to become a better sales leader?

Client Onboarding 127

Client Onboarding Onboarding Customer Experience CRM 127

Customer Think

FEBRUARY 1, 2024

In the past year, at least 24 new discoveries were made in the immature field of Customer Experience Management (CXM). As I write and talk about CX (Customer Experience), CS (Customer Service and Customer Success), and CXM, I continually realize there is still […]

CXM 113

CXM Customer Experience Customer Success Management 113

Customer Think

JANUARY 6, 2023

Digital transformation is the strategic adoption of various digital technologies, used for improving processes, productivity, enhancing customer care, improving employee experience, managing business risks and helping control costs.

Digital Transformation 134

Digital Transformation Digitalization Customer Experience Retail 134

Upland

MAY 18, 2023

Account planning and effective account management strategies are about much, much more than your key accounts. That said, any account manager worth their salt has a strategy for their key accounts. And it should almost always look different to their strategy for smaller accounts. There are many reasons for this.

Key Account Management 195

Key Account Management Account Management Management Account Planning 195

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

Customer Think

AUGUST 20, 2021

I’ve written about change and change management several times over the years, especially last year. After all, customer experience management really is (all about) change management. Change is hard. Well, it can be. But it’s especially hard when not ev.

Management 123

Management Customer Experience Leadership 123

Customer Think

FEBRUARY 4, 2024

What is Customer Experience ROI? — A portion of customer experience management (selling, referrals, service, etc.). This is a question with a hundred different answers, inaccurately. Let’s get clear definitions for both parts of this question: […]

Customer Experience 81

Customer Experience Management 81

Red Star Kim

MAY 11, 2023

This post reviews the core material covered in Managing Brands Chartered Institute of Marketing (CIM) professional qualification (Level 6 elective New CIM professional marketing qualifications – 2020 (kimtasso.com) ) and the Cambridge Marketing College’s Marketing Manager Apprenticeship – a Level 6 Qualification (kimtasso.com).

Management 130

Management Co-Creation Publishing Leadership 130

DemandFarm

OCTOBER 15, 2024

So is AI expected to eat up your Key Account Manager’s jobs as well? It depends on your Key Account Management (KAM) maturity level, your approach to your KAM program, your goals, and how you want to roll with the AI punches. Enter: AI in Key Account Management Today’s AI is much like Harvey Dent, the DA of Gotham City.

Key Account Management 52

Key Account Management Account Management Management Decision-making 52

Customer Think

SEPTEMBER 8, 2024

Using the Hospitality Mentality to Shape Your Company Culture Shep Hyken interviews Alan Williams, Founder and managing director at SERVICEBRAND GLOBAL Ltd and the co-author of Supercharging the Customer Experience: How Organizations Can Drive Performance in Today’s Values-Based Economy.

Customer Experience 69

Customer Experience Leadership Organization Management 69

KAM With Passion

FEBRUARY 22, 2021

Polarized attitudes towards Key Account Management. True Key Account Management (KAM) or Strategic Account Management (SAM) remains a topic that polarizes the thinking and behaviours of business leaders. Others simply do not really understand the concept, believing it is just about managing the largest customers.

Key Account Management 130

Key Account Management Account Management Management Co-Creation 130

Hubspot Sales

OCTOBER 1, 2021

Contact management means working with large amounts of data, often amounting to tens or even hundreds of thousands of different people's contact information. CSV is great for some purposes — such as one-off data transfers — but for ongoing contact management it can, well, really suck. Common Problems With CSV imports and Exports.

Management 119

Management CRM Decision-making Customer Experience 119

Hubspot Sales

JANUARY 4, 2021

Risk management in sales feels less like second nature and more like a second thought. Here are some of the best ways to understand and create better risk management for your sales team. Risk Management Best Practices for Sales Teams. Be proactive about performance management. Why not in sales? Get your strategy right.

Management 132

Management Sales Decision-making Profitability 132

Hubspot Sales

JULY 29, 2022

Product partnership teams help create connections between complementary products — whether it’s integrations between products, add-ons, or to ultimately create a superior experience for customers. Why is Partner Relationship Management Important? Organize and manage partners. Set up lead or deal attribution and reporting.

Management 122

Management Onboarding e-Learning CRM 122

Showpad

JULY 21, 2020

Even if you take all these steps the right way, there is one missing link that’s often underestimated: How well you manage and lead the change aspect that comes with any enablement initiative. . Effective change management and leadership is a mandatory ingredient for any effective enablement initiative. . The company did really well.

Management 139

Management Leadership CRM Sales 139

Customer Think

SEPTEMBER 22, 2023

Although user experience (UX) and customer experience (CX) may appear similar, they actually refer to distinct facets of human interaction with brands. Nevertheless, they share a common thread in the form of the term ‘experience,’ which unites them. Continue reading to learn what sets […]

Customer Experience 78

Customer Experience Management 78

Hubspot Sales

SEPTEMBER 4, 2024

If you’re looking for CRM (Customer Relationship Management) software for your startup, a third-party review website like G2.com Also, the accidental altering or deleting of customer data may be difficult to avoid with spreadsheets. To deliver these personalized experiences , you need to know your customers intimately.

CRM 105

CRM Software Software Marketing 105

Customer Think

JANUARY 2, 2022

There are a lot ways the Customer Relationship Management software market continues to evolve. But from my vantage point I find the most telling evidence of CRM maturity to be based on who benefits. And over three decades I have observed a clear patter.

Management 130

Management CRM Software Software 130

Customer Think

FEBRUARY 11, 2024

Delivering memorable customer experiences and managing engagement with precision are paramount for driving increased revenue and fostering loyalty.

Customer Experience 72

Customer Experience Management Digitalization Marketing 72

Hubspot Sales

SEPTEMBER 27, 2023

Customers are complaining about billing errors, experiencing delays in service activations, and struggling with subscription changes. They're spending hours manually managing subscriptions and dealing with frustrated customers. In this post, we will go over: What is Subscription Management? Why Manage Subscriptions?

Management 105

Management Software Software Decision-making 105

Hubspot Sales

SEPTEMBER 9, 2024

Many organizations may closely meet your company’s ideal customer profile (ICP) criteria and warrant sales reps to proactively reach out to them. Leads are often categorized and managed through these different stages: Marketing Qualified Leads (MQLs). Trust me — without a lead list with this level of granularity, your results suffer.

B2B 118

B2B Decision-making Media CRM 118

Help Scout

AUGUST 22, 2023

Learn what a knowledge base is and discover how to plan, create, and deliver effective help center content to create better customer experiences. Read the full article

Management 105

Management Customer Experience 105

Account Manager Tips

MARCH 23, 2021

Which is why key account management is so important. Because you're not just searching for your biggest, but your best customers, who'll generate long-term revenue growth and strategic partnerships. So be ruthless when selecting key accounts if you want a return on investment (or hire more account managers.) So let's find them.

Co-Creation 227

Co-Creation Key Account Management Account Management Suppliers 227

Customer Think

AUGUST 1, 2024

Fundamentally, your brand is made up of the network of associations among your customers, employees, management, and other stakeholders, as well as the feelings and attitudes your brand evokes when they consider or interact with it.

Customer Experience 64

Customer Experience Stakeholders Marketing Management 64

Apptivo

DECEMBER 7, 2022

Manage leads from forms and registrations. Use surveys to nurture leads and customers. Scale lead nurturing and lead management with Apptivo CRM. This statement is obviously suitable for lead nurturing and management – right? Thankfully, lead management automation has some built-in magic. The magic of Automation.

Management 97

Management eCommerce CRM Decision-making 97

Apptivo

DECEMBER 12, 2022

If the answer is yes, one of the smartest investments you could make is in a Field Service Management system (FSM). At scale, FSM will help to be organized and is essential for effective and efficient management of your business operations. What software to use for Field service management? billion in 2021 to $8.06

Software 98

Software Software Management Decision-making 98

Apptivo

JANUARY 23, 2023

Hence, evolved the knowledge management system as a key component of the Help Desk software. With the proper categorization of the knowledge and cross-referencing, the support desk can deliver ‘expert level’ guidance and support to the customer. This is an unrealistic amount of information that a support executive has to retain.

Management 102

Management Decision-making Organization Innovation 102

Upland

JUNE 30, 2023

This powerful merger will revolutionize sales organizations, enhance customer engagement, and drive unprecedented insight into how B2B sellers and their prospects collaborate. Personalized Customer Experiences Modern enterprise sales methodology thrives on data-driven decision-making.

Co-Creation 195

Co-Creation Sales B2B Decision-making 195

DemandFarm

JANUARY 12, 2025

Key Account Management (KAM) thrives on strong relationships, and there is no denying that. These elements are often challenging to maintain in organizations where sales, marketing, and customer success operate in silos. Improved Customer Experience : Seamless processes ensure customers receive personalized and timely interactions.

Key Account Management 52

Key Account Management Account Management Decision-making Prioritization 52