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Some call them blogs—we call them must-reads

Recently, as I was listening to Billy Joel through my headphones during a cross-country flight, I started thinking about how much time he must have spent practicing the piano throughout his lifetime in order to become “The Piano Man.” Real talent requires hard work, discipline...

Social selling is largely misunderstood and ignored by seasoned sales professionals because it seems different.  And in that perception of difference lies its presumption of difficulty.But is it? Is social selling uniquely so different that it’s just difficult to understand, apply and master? This question...

You recognized a skills gap with your employees and then found a great training program and implemented it. It wasn’t long – only a few weeks, in fact, -- until you started seeing results.Mission accomplished, right? Well, not quite. You are really only halfway there....

What defines good customer service? We think it’s creating positive defining moments -- those times when you meet or exceed customer expectations. And it isn’t limited to the support team; it starts with sales and includes many touchpoints throughout every business transaction.Creating positive defining moments...

Defining Moments are moments when a customer has an opportunity to judge how well you have met their expectations. If you are a business leader, do some quick math. How many defining moments are your employees having with your customers? Are these moments positive, neutral...

This is the third blog in a series that explores the Customer Success value proposition and ideas for how to operationalize and optimize the role: The Urge to Converge: Understanding the Customer Success Value Proposition The Urge to Converge: Exploring Customer Journey “Swim Lanes” for Sales, Service...

This is the second blog in a series that explores the Customer Success value proposition and ideas for how to operationalize and optimize the role:The Urge to Converge: Understanding the Customer Success Value PropositionThe Urge to Converge: Exploring Customer Journey “Swim Lanes” for Sales, Service...

So far in this blog series, we have explored two ways artificial intelligence (AI) will change how we sell; reducing tedium for salespeople and optimizing how they engage clients. We also looked at how AI will change who is successful at selling. The last area...