This pandemic will be over soon. While the costs will be high, scientific innovation and “social distancing” will eventually eliminate this catastrophic disease transmission. To help revenue leaders operationalize strategic change, we have put together a basic three-step process and a sample “checklist” of strategies and capabilities that leadership teams should address before the economy rebounds under a new set of buying behavior rules.
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.
Commonly known as “marketplaces” or e-commerce sites, increasingly these online buying sites are looking more like “Platforms-as-a-Channel” to vendors. Both B2C and B2B buyers are rapidly adopting multi-vendor platforms for access to broad offerings, frictionless buying experiences, easy payment/financial options, and personalized product recommendations. In this guide we help senior executives understand and strategize a plan for success around this new marketplace model.
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.
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.
Today’s companies are investing large sums of time and money in product superiority and differentiation, sometimes losing sight that long-term enterprise value is far more commonly created by go-to-market excellence. Through 25+ years of experience supporting go-to-market strategies, we’ve found that companies who focus on go-to-market and thoughtfully match their product-markets with well-designed and operated channels generate more value over the long run.
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.
In an on-demand, 30-minute webinar, Mike Kelleher and Brice Chaney, our technology vertical leaders, provide summary commentary and discussion around our report “5 Emerging Strategies to Win in the Subscription Economy.”
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 […]
Today’s companies are investing millions in marketing and customer analytics to seek out a competitive edge. But realizing ROI on that investment requires behavior change in your sales channels. We’ve seen three common barriers that impede successful…