Enabling Effective Sales & Customer Experiences

Enabling Effective Sales & Customer Experiences

By Craig NelsonBusinessMarketing
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Enabling Effective Sales & Customer Experiences episodes

  • Self Serve Customer Success Microsites

    Topics: 

    • Here we go again: do more with less is back for 2023
    • B2B embrace customer-centric strategies once the preserve of B2C firms like Amazon
    • B2B customers demanding more enablement in a frictionless manner
    • Without a large budget to hire CS roles, must find ways to stay connected with customers
    • Solution: Everboarding microsites for each customer
    • Like Netflix recommendations, going digital provides AI recommendations to improve CX
    • Review CX Templates available to get started today: https://marketplace.cxera.com/marketplace


      • 31 min
    • Don’t Get Kicked in the SaaS

      Craig Nelson and Tom Pisello cover topics pertaining to SaaS vendor and customer success: Market volatility impact on SaaS solutions, Tracking value promised vs value delivered to reduce churn, SaaS solution adoption, Customer success role in driving adoption, Role analytics play in adoption


      27 min
    • The Future of Enablement with Tamara Schenk and Craig Nelson

      In this podcast Tamara Schenk and Craig Nelson discuss the future of sales enablement in broader context, the entire customer journey. We have learned over the years that enabling all customer facing roles in both pre and post sales are vital to consistent messaging. Also, we know that focus on the customer needs from first contact to their success, will only strengthen our enablement efforts and cause us to focus on what matters including the experience of both sellers and buyers.

      19 min
    • Emotionally and Digitally Connect to Those You Serve

      Podcast notes

      • CX Definition: understanding what is happening throughout the customer’s journey
      • Enlighten leaders view CX as a way to do business, develop a strategy not a set of tactics like doing a journey map
      • Understand all interactions that leave impressions
      • What are interactions: every conversation, every time you connect, company website, mobile app, etc.
      • Does experience meet the expectations coming into the interactions with a brand
      • Treat CX as a mindset and discipline of doing business
      • Meaningful mindful moments, don’t tack on CX
      • Plan for customer issues that may arise
      • Bridge the transition from sales to services, address handoff in structured way
      • Emotion drives decisions, need a great experience throughout to advance
      • Don’t design for digital and non-digital customers differently, treat the same
      • Younger buyers view digital as personal and part of life
      • Need to address experience of staff that connect with customers
      • Important to tell vendors “In the moment” how experience is going
      • Don’t wait for after the buy to perform a survey, engage early
        • 22 min
      • Sales Enablement & Customer Experience as One with Walter Pollard

        Topics Discussed: 

        · Sales enablement and CX as one, a holistic view

        · What Customer Value Experience means

        · Working backwards from the customer outcomes

        · Shift from product focused GTM to customer centered GTC

        · Sales leading with value to have more meaningful conversation

        · Being in sales today requires person to be highly curious

        · Sales enablement becomes glue across their organization to understand customer

        · Focus on outcomes, from first contact to success

        18 min
      • Enabling Success in an Experience Generation with Juliana Stancampiano

        Topics discussed:

        · Experience Generation, going beyond the customer to include staff

        · Dramatic increase in experiences online

        · Staff experience starts day one, need to invest in people

        · Staff as strongest brand ambassador

        · Holistic experience throughout customer journey – marketing to sales to services

        · Experience architecture aligned to customer role

        · Handoff from sales and services, continued engagement

        18 min
      • Defining a Technology Ecosystem and GTM with Dan Cilley

        Summary

        • Aligning technology to GTM and company ecosystem
        • Stakeholders’ analysis to verify importance of technology
        • Start with people and processes that work, then introduce technology
        • Gap analysis and overlap done before technology selection
        • # reason for slow technology adoption: communication of solution’s value
        • Use proof of concept approach to prove value
        • Vendors need to shift away from product to value and stakeholders experience
          • 18 min
        • Value Acceleration – A Customer Lifecycle Approach with Tom Pisello

          Podcast Summary

          • Why value is so critical in more challenging times like today | 
          • The rise of the CFno formal decision committee | 
          • More focus on customer value throughout the customer journey |
            • Today’s move to service models to inspire buyers from first contact |
            • What is the value at each stage of buyer journey starting with value driven discovery |
            • Customer Everboarding Experience |
            • Consumer BtoC try before you buy has made its way into BtoB |
            • Limited land deal to prove value and understand vendor experience |
            • Expand deal is typically the profitable business, before that deal is a loss |
            • Need for realized value, identify KPIs and gaps, then use other customer value example |
            • Value Realization and Expansion |
            • As part of using a product, capture NPS and experience along the way |
              • 18 min

            About Enabling Effective Sales & Customer Experiences

            From the publisher's feed

            This podcast focuses on the many different factors that enable great experiences for sales and the customer throughout their journey. The scope of the discussion starts at first customer contact and…