With half my career in management consulting and the other half in consumer tech and B2B SaaS, one theme has been a constant. While buyers and users increasingly expect hyper targeted brand experiences, personalized services and more fluid product interactions, customer centricity – managing your strategy and your customer’s experience across every touchpoint – continues… Read More Top 5 Customer Imperatives for 2019
Disappointed, but oddly satisfied, I hung up the phone from a call with a recently-churned customer. I wasn’t satisfied that we lost a customer, but I was now armed with valuable new information that would lead to a breakthrough in our sales model… When I ran Customer Success at PeopleMatter I interviewed every customer who… Read More Churn Reasons: You’re not digging deep enough
I was chatting with a former colleague this week who is now VP, Sales for a fast-growing tech company in Charleston, SC. He intimated that he has found great success using Outreach.io to automate outbound prospecting for his BDR team. But that’s not where his Outreach.io story began. In his prior company he also used Outreach, but never felt… Read More You’re giving customers tools when they need solutions
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