Mapping Buyer Journeys for Optimal Engagement and GTM Performance

CMOs and CROs face an increasingly complex environment to successfully engage new buyers with the complexity of more digital channel and shorter attention spans. With over 25+ years executing best-in-class buyer engagement programs, we know the core elements to attract and engage new buyers for greater ROI and faster sales cycles.

Establishing a Customer Success Function Primed for Value Creation: Three Go-dos to Avoid Common Pitfalls in Tech

The biggest issue we see technology companies making today is using the investments in the CS role to define their CX strategy as opposed to defining their CX strategy and using the CS role as a critical enabler to that strategy. There are three very specific fail points when this occurs…

Driving Revenue Success Through Customer Experience Enablement

Carriers and brokers are struggling with fundamental changes in their roles as the go-to-market landscape transforms around them. As margin compression continues, and competitive encroachment increases, the most critical path to success is to win on Customer Experience. In an effort to identify which Customer Experience strategies are guiding Insurance businesses’ success, we analyzed real customer conversations, competitors, and client insights to uncover strategies we see the most successful companies adopting.

Building A Customer Experience Driven Culture for Revenue Success

Watch the on-demand, 30-minute webinar for live summary commentary and discussions around our Tech industry report “Building A Customer Experience Driven Culture for Revenue Success.” We cover 4 mandates to building the most effective Customer Experience oriented organization and give an inside look at companies at the forefront of delivering great experiences.

Go-to-Market 2025 Forecast: Two Disciplines to Separate Winners from Also-Rans in Next 5 Years

Driven by digital transformation, the 2020s will be known for massive behavioral change in both buyers and sellers. This is already apparent across every industry where venture-backed digital disruptors are growing rapidly – they are driving go-to-market and customer behavior change. Yet, many disruptors have not quite reached the “tipping point” of noticeable market share and profitability. Trust me, they will in the next 24-36 months…

Building A Customer Experience Driven Culture for Revenue Success

The lines between a product and a service are blurring, making ‘stickiness’ more about service and experience than just product features alone. Breaking through the clutter is no longer about simply scaling a sales force or partner network to cover more customers and therefore product revenue, but rather enabling that coverage to deliver superior service.

Customer-Centricity: Definition, Challenges, and Solutions

In this article, I’ll walk through the history of customer-centricity, and how digital technology has ushered in a new era of customer-first marketing and support—at least potentially. I’ll then walk through some of the technological and people-related challenges companies typically face as they attempt to become truly customer-centric, and the solutions that we’ve seen work to get to real results.

3 Strategies to Win with Customer Experience in the Platform-as-a-Channel Ecosystem

In a previous article, we discussed the rise of ‘platforms-as-a-channel’ and the implications for companies across all industries. While there is a multitude of factors driving the rise of platform marketplaces, the underlying driver that makes it a sticky trend lies with the customer. Customers are looking to streamline and reduce friction in their purchasing processes (whether […]

If Customer Centricity Is So Important, Why Do So Many Businesses Struggle to Get It Right?

Customer centricity has never been more important to the success of both B2B and B2C companies. In just a few clicks, today’s customers have the power to shop around for the best price, compare features and even consult customer and influencer testimonials. The shift in power over the last decade is pronounced. Customers may have […]