Topics: 

Craig Nelson and Tom Pisello cover topics pertaining to the evolution to Customer Enablement:

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

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.

Podcast notes

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

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

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Summary

Podcast Summary