Deliver delight with customer 360°
In the Playbook, 12 successful global business leaders share how to be truly customer-centric and so you exceed customer expectations. Every single time.
“Instead of focusing on products, train new salespeople on the customer first. Who are your customers? What is their competitive landscape? What motivates and makes their people tick?”
You can’t build an entire team of rock stars, so you need to make your system the rock star. Part of that system divides salespeople into specialties: prospectors, closers, account managers, and inbound lead response people for triage and nurturing.
“The customer is more in charge than ever before. We’re not talking about the sales and marketing alignment because it feels better or makes work more enjoyable. It’s for survival.”
“Today, virtually every customer journey starts in a domain owned by marketing — be it a website, email, or social media platform. It then progresses to domains owned by sales, such as calls and meetings. It’s forcing companies to address sales and marketing misalignment via customer-centricity.”
"Get the hiring right, focus on internal satisfaction"
Jennifer Prince, VP and Head of Global Content Partnerships, Twitter
"Focus on changing culture first"
Matt Heinz, President, Heinz Marketing
"Promote culture change with data, metrics, usable insights"
Chris Perrine, VP, Asia Pacific, G2
"Forget features and functions; pay attention to people"
Cian McLoughlin, CEO, Trinity Perspectives
"Use technology to streamline information and content management"
Michael Goldstein, VP and Head of Sponsorships, NA, Mastercard
"Include customer success and service interactions to flesh out buyer journeys"
Kay Kienast, Official Member, Forbes Communication Council
"Visualize customer journeys from end to end"
Arun Pattabhiraman, Chief Growth Officer, Freshworks
"Build a healthy, productive sales-growth culture"
Amy Franko, CEO, Amy Franko Associates
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