Strategic Account Management Association
SEPTEMBER 11, 2020
And yet most SAM organizations — large and small — haven’t tapped this potentially huge source of competitive differentiation. I’m talking about customer experience management (CXM), which I would argue may be the single most important investment a company can make in today’s cut-throat business climate.
Strategic Account Management Association
DECEMBER 3, 2020
You also risk sacrificing a common strategy, methodology and customer experience. #4. Bertani says these centralized groups of SAM experts can and should be leveraged as the catalyst for instilling the mindset, skill set and processes for distinctive go-to-market and customer-centric engagement models. #6.
Strategic Account Management Association
AUGUST 24, 2021
Regardless of the organization we work at, we could be outspent, out resourced or out marketed but we do have the opportunity to outthink our competition. On a global scale, he’s worked for Hovione, Lonza and other private equity and venture capital organizations. The future is now. What’s the right mix of people?
Customer Think
JULY 29, 2021
Customer experience has taken the world by storm. This noisy, cluttered space has led to confusing, conflicting, and fragmented customer experience initiatives, even within the same organization. The problem?
Customer Think
NOVEMBER 12, 2021
We know that the customer experience is important to the success of any organization. Customers are king, and they vote with their wallets – and with their fe. I originally wrote today’s post for WixAnswers. It appeared on their blog on June 7, 2021.
Customer Think
OCTOBER 2, 2021
Customer experience design principles are difficult for organizations to understand and apply. Time and again, we see this in organizations, even though we encounter customer experience.
Customer Think
NOVEMBER 5, 2021
Among the many challenges customer experience (CX) professionals face, often the most difficult is how to engage cross-functional and multi-level support. Beyond support for specific projects, there is a crucial need for ongoing sponsorship of the CX program, even as new areas of focus develop for the organization.
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