Creating Insanely Great Customers: A Lean innovation strategy for engaging the planet's most strategic customers, the Insanely Great ones. | Get The Book | http://www.creatinginsanelygreat.com |
Outlines what is required to create value for customers at each stage of the customer journey and how doing so increases ROI.
| www.spicecatalyst.com |
Is “Consumer Decision Journey” just a buzzword?
We have heard many fellow marketers complaining about the overuse of the “Consumer Decision Journey” buzzword. We think of it differently: the term itself is too generic to be considered actionable in many cases. It’s like learning a verb without knowing its conjugations – you understand it in principle but can’t apply it in reality.
In this blog post, we will discuss in details: how B2B customers’ loyalty loop is created differently to B2C’s, and how you can align your marketing to seize the moment that loop appears.
B2B Sales Enablement & The Customer JourneyMike Connor
Creating Insanely Great Customers: A Lean innovation strategy for engaging the planet's most strategic customers, the Insanely Great ones. | Get The Book | http://www.creatinginsanelygreat.com
Preso, video, workbook and infographic located here: | http://spicecatalyst.com/sales-enablement-of-the-customer-journey/ |
Accelerate and close more B2B deals. Align marketing and sales on the materials and customer insight needed. This hard-hitting presentation helps you facilitate a powerful planning dialog between the sales and marketing department that will focus time and money on high impact materials and information that simply sell more and more. You will come away with definitions and recommendations for each sales stage that will take your sales enablement program from good to Insanely Great.
| http://spicecatalyst.com |
Customer Journey Mapping 2.0: Best Practices for Creating Differentiated Expe...G3 Communications
Access the full event here: https://event.on24.com/wcc/r/1830314/96CA67060DE107FBB5BB20AE05F86E56
"Let’s face it, customers don’t care about ""omnichannel"" - they just want a seamless and unified experience relevant to their needs. To meet customer expectations, retailers must consider the entire customer journey in their acquisition and retention strategies to optimize life time value. In this session, we will explore how to use customer journey mapping to design differentiated experiences across all customer-facing channels and share best practices for achieving a truly unified and seamless retail approach.
During this webinar we will discuss:
• The importance of customer journey mapping in today's retail world
• When and how to use customer journey mapping
• Architecting your customer journey map - the structure, data and process "
Create a User Experience Mindset Within Your Organization by Conducting Custo...UXPA International
A Customer Experience Journey Map is a very useful tool to understand and improve customer experience. It allows organizations to develop a user experience mindset and gain better insights into customer’s needs. It helps identify key Moments of Truth and drive actionable priorities to improve a product or innovate on creating new products.
When you involve stakeholders in creating a Journey Map, they “walk in the customer’s shoes” and know the story of customer experience. They start telling this story to themselves and others in the organization. The customer stories and insights gained from the Journey Map lead to
identifying actionable items aligned with organizational strategy
prioritizing initiatives
uniting the cross-functional team to take action on the findings
creating better user experiences
In this presentation, you learn
What Customer Journey Mapping is
Why it is important
What is the process for conducting it
How to create a user experience mindset within your organization
In these slides you'll learn how to create a customer journey map, what business objectives it helps achieve, and the differences between B2B and B2C journey mapping.
Presenting this set of slides with name - Customer Journey Analysis PowerPoint Presentation Slides. Our topic specific Customer Journey Analysis PowerPoint Presentation Slides presentation deck contains thirty-six slides to formulate the topic with a sound understanding. This PPT deck is what you can bank upon. With diverse and professional slides at your side, worry the least for a powerpack presentation. A range of editable and ready to use slides with all sorts of relevant charts and graphs, overviews, topics subtopics templates, and analysis templates makes it all the more worth. This deck displays creative and professional looking slides of all sorts. Whether you are a member of an assigned team or a designated official on the look out for impacting slides, it caters to every professional field.
Brand Building in the Customer Experience world!Cloudcherry
The evolution of the customer over the years has meant that organizations need to come up with strategies that are not just out of the box but also ones that improve loyalty and retention rates. At the same time, it's important to have a clear vision and ensure that your employees are aligned to it - that's how great brands happen!
Is “Consumer Decision Journey” just a buzzword?
We have heard many fellow marketers complaining about the overuse of the “Consumer Decision Journey” buzzword. We think of it differently: the term itself is too generic to be considered actionable in many cases. It’s like learning a verb without knowing its conjugations – you understand it in principle but can’t apply it in reality.
In this blog post, we will discuss in details: how B2B customers’ loyalty loop is created differently to B2C’s, and how you can align your marketing to seize the moment that loop appears.
B2B Sales Enablement & The Customer JourneyMike Connor
Creating Insanely Great Customers: A Lean innovation strategy for engaging the planet's most strategic customers, the Insanely Great ones. | Get The Book | http://www.creatinginsanelygreat.com
Preso, video, workbook and infographic located here: | http://spicecatalyst.com/sales-enablement-of-the-customer-journey/ |
Accelerate and close more B2B deals. Align marketing and sales on the materials and customer insight needed. This hard-hitting presentation helps you facilitate a powerful planning dialog between the sales and marketing department that will focus time and money on high impact materials and information that simply sell more and more. You will come away with definitions and recommendations for each sales stage that will take your sales enablement program from good to Insanely Great.
| http://spicecatalyst.com |
Customer Journey Mapping 2.0: Best Practices for Creating Differentiated Expe...G3 Communications
Access the full event here: https://event.on24.com/wcc/r/1830314/96CA67060DE107FBB5BB20AE05F86E56
"Let’s face it, customers don’t care about ""omnichannel"" - they just want a seamless and unified experience relevant to their needs. To meet customer expectations, retailers must consider the entire customer journey in their acquisition and retention strategies to optimize life time value. In this session, we will explore how to use customer journey mapping to design differentiated experiences across all customer-facing channels and share best practices for achieving a truly unified and seamless retail approach.
During this webinar we will discuss:
• The importance of customer journey mapping in today's retail world
• When and how to use customer journey mapping
• Architecting your customer journey map - the structure, data and process "
Create a User Experience Mindset Within Your Organization by Conducting Custo...UXPA International
A Customer Experience Journey Map is a very useful tool to understand and improve customer experience. It allows organizations to develop a user experience mindset and gain better insights into customer’s needs. It helps identify key Moments of Truth and drive actionable priorities to improve a product or innovate on creating new products.
When you involve stakeholders in creating a Journey Map, they “walk in the customer’s shoes” and know the story of customer experience. They start telling this story to themselves and others in the organization. The customer stories and insights gained from the Journey Map lead to
identifying actionable items aligned with organizational strategy
prioritizing initiatives
uniting the cross-functional team to take action on the findings
creating better user experiences
In this presentation, you learn
What Customer Journey Mapping is
Why it is important
What is the process for conducting it
How to create a user experience mindset within your organization
In these slides you'll learn how to create a customer journey map, what business objectives it helps achieve, and the differences between B2B and B2C journey mapping.
Presenting this set of slides with name - Customer Journey Analysis PowerPoint Presentation Slides. Our topic specific Customer Journey Analysis PowerPoint Presentation Slides presentation deck contains thirty-six slides to formulate the topic with a sound understanding. This PPT deck is what you can bank upon. With diverse and professional slides at your side, worry the least for a powerpack presentation. A range of editable and ready to use slides with all sorts of relevant charts and graphs, overviews, topics subtopics templates, and analysis templates makes it all the more worth. This deck displays creative and professional looking slides of all sorts. Whether you are a member of an assigned team or a designated official on the look out for impacting slides, it caters to every professional field.
Brand Building in the Customer Experience world!Cloudcherry
The evolution of the customer over the years has meant that organizations need to come up with strategies that are not just out of the box but also ones that improve loyalty and retention rates. At the same time, it's important to have a clear vision and ensure that your employees are aligned to it - that's how great brands happen!
Discover Drew Diskin's 5-Ps of CX in this informative framework for understanding and leveraging the customer experience to market and build excellent brands. This presentation was originally shared with Bryant University students, alumni and faculty worldwide.
Switch on your B2B customer experience strategyTomorrow People
B2B Marketing Leaders Gather to Share insights
NOTES- Participants at London Tech Weeks “Switch on your B2B mobile content strategy” discussed research and strategy on how to take advantage of mobile capabilities, what techniques can be used, Mobile customer experience and what is working best for B2B organisations.
Areas Covered
Why the current customer experience is broken
How mobile can be a powerful extension of your brand and marketing.
The current customer journey
The fully mobile customer journey
How to engage your audience through the customer journey
Customer experience is the new marketing
Gaining a better customer insight
Capturing critical data along the customer journey
Technology integration: API’s, Marketing automation, CRM
Success metrics (adoption, engagement and conversion)
“For marketers, mobile is the biggest opportunity of our time to give consumers the exceptional discovery, engagement and purchasing experiences they demand.” (Mobile Marketing Association, 2017)
Mobile content is both a great opportunity and a threat to many marketing professionals. How best to take advantage of a device business users check multiple times an hour, making them a real-time tool in driving brand awareness and target their prospects or channel partners to ensure their mobile marketing works effectively.
“The event hosted by strategic partnering firm Tomorrow People and Contento their mobile customer experience service took a tactical look at how to encounter the advantages of a mobile audience and how to redefine current materials for mobile usage."
Spark a CX revolution: tips from the trenchesUserTesting
After countless customer interviews and years of analyzing customer insights, UserTesting experts Maggie Young and Stef Miller share the most-talked about initiatives that forward-thinking companies are focused on. Learn about how today’s modern brands are building a customer-centric culture.
This three part series provides a complete overview of End-to-End Customer Engagement and reveals the proven best-practices of In-Store Clienteling; Multi-Channel Campaign Management and Analytics; Ecommerce and Consumer-Facing Digital Technologies.
PART 1: In-Store Clienteling
The panel of industry experts offer an informative, in-depth look at In-Store Clienteling including:
• Clienteling defined: the trends and technologies of In-Store Clienteling
• Managing the shift in the retailer-customer relationship
• Culture change: techniques for creating a Clienteling culture
• Implementation: best-practices in capturing, converting and keeping customers
• Calculating the ROI: real-world examples
• Clienteling outlook: what the future has in store
Make Better CX Decisions with Data Science | inQuba & Servian [LEVEL UP CX SU...Antony Adelaar
On the 28th October 2020 inQuba & Servian hosted the 2nd Level Up CX Summit webinar on Making Better Decisions & Converting Customers with Data Science.
Speakers: Alasdair Douglas (Servian), Michael Renzon (inQuba)
Summary:
The key to what customers value is hidden in their data – your competitive advantage. Real customer journeys are data-driven, built by customer data, behavioural data, transactional data and business data. By joining the dots with AI and collecting customer feedback, the CX professional is able to discover what customers are doing, what their emotional context is, and where journeys can be orchestrated for success. Now more than ever, business wants answers backed by data.
Recording here: https://youtu.be/Oh6hcQMhlSk
A customer experience framework is a fancy name for a set of tools designed to help you create viable customer experience maps. By creating a framework, you can make sure your deliverable is telling a true story and ensure your thinking maintains a customer-centric focus. Learn about what goes into building a CX framework and how you can put it to use in your next project in this presentation.
“You can download this product from SlideTeam.net”
Showcase the complete experiences that customers go through when interacting with your company and brand by using this customer journey analysis PowerPoint presentation slides. This professional and visually designed customer mapping PPT deck contains 34 content ready slides. All slides are totally customizable, and users can edit as per their requirements and needs. Users can change the colors, diagrams, fonts, text as needed. This customer experience analysis PPT theme consists of different slides like understanding customer mapping purpose, objectives, needs, feelings and barriers of customer journey mapping, key statistics of customer journey mapping, elements of customer journey mapping, customer journey mapping steps, information required in each stage of the customer journey, customer mapping journey cycle, customer journey analysis at each stage, customer journey layers, channels in each stage of the journey, customer journey map table. etc. Download this ready to use customer experience analysis PPT template now. Guide them in finding a calling with our Customer Journey Powerpoint Presentation Slides. Help them figure out the best career to follow. https://bit.ly/3iucBdX
Differentiating Yourself - How to standout & showcase your rockstar talentMelissa Wilfley
Guest lecture I gave at Republic Polytechnic College in Singapore to their UX program students on how to stand out and differentiate themselves when entering the workforce. Topics covered:
1. What your portfolio must contain
2. How best to use and leverage LinkedIn
3. How real-world companies actually consider you
How to Meet the Expectations of Today's Customers | AcefoneNaina Rajput
Customer expectations are rising faster. People interact with businesses via different modes of communication channels. In this situation, meeting customer expectations is not easy at all. Here we explained some points that will be helpful in meeting the expectations of today's customers.
10 Steps to Mapping Your Customer JourneyQualtrics
Customer journey mapping is an important piece of understanding how you can provide the best customer experience possible. Learn how in 10 essential steps.
Why the best B2B buyer experience wins - Louis Jonckheere CPO - ShowpadB2B Marketing Forum
Our consumer experiences and expectations are influencing our behaviour as a B2B buyer. Most sales reps however have not adapted their way of working to this shift in buyer expectations.
For simple purchases, B2B buyers increasingly prefer ecommerce with no salesperson involved. Complex sales on the other hand still requires sales intervention.
As consumers we shop online and use apps, e.g. Amazon, Netflix, and Booking.com, and we expect to find the information we need when we want it. Sales reps play no role or a minimal role in this process. As the current sales practices aren’t in line with B2B buyer expectations, many sales reps are boring their buyers.
How can you stop boring your buyers and start delivering a better buyer experience?
If you sell to the corporate marketing, having a strong value proposition is critical.
It helps you set up meetings with crazy-busy prospects. And, it helps them understand the value they get from changing from the status quo -- something they're loathe to do.
In this presentation, you'll discover how to craft powerful, customer-enticing value propositions that change everything.
How to Build a Proven Sales Process for Selling Software to EnterprisesLandslide Technologies
Tier I, II and III software vendors are coming under increased pressure to increase revenue in a market that is seeing spending cuts. Forrester Research is projecting only a 6% increase in IT sales in 2009. SaaS and cloud computing models are further delaying IT decisions. How do you sell enterprise software to a wide range of business titles and departments with varying and sometimes contradictory concerns and requirements?
The answer is: your sales process!
Businesses that are part of the tech industry, sell into the tech industry, or are considering branching into this field should join Razi Imam, Founder of Landslide Technologies and a seasoned veteran of enterprise software sales and sales management in this presentation to:
* Learn about the best practices of building a sales process,
* Apply these fundamentals and strategies to selling in the tech industry,
* Create a live sales process that will help you increase your sales volume, value and velocity in the tech industry, and
* Take away methods to apply these strategies to your own unique selling situation.
Why Executives should use social media & how to startHannah Law
80% of Executives are already using social media. If you (or your Company's Executives) are not yet on social, this will help convince you. From improving your public reputation to weighing in on industry conversations and generating new business leads, social media should be an effective component of any Executive job description.
Onderzoek voorspelt dat 75% van de CMO’s binnen 3 jaar verantwoordelijk zal zijn voor de totale klanttevredenheid. Door alle verschillende marketingkanalen die we tegenwoordig gebruiken en door het toenemend aantal manieren waarop we met klanten kunnen engagen, is er meer dan ooit behoefte aan een geïntegreerde, holistische aanpak.
Tijdens deze masterclass gaan we in op de uitdagingen van de B2B customer journey én maak je kennis met één van de eerste B2B Chief Customer Experience Officers van Nederland.
Discover Drew Diskin's 5-Ps of CX in this informative framework for understanding and leveraging the customer experience to market and build excellent brands. This presentation was originally shared with Bryant University students, alumni and faculty worldwide.
Switch on your B2B customer experience strategyTomorrow People
B2B Marketing Leaders Gather to Share insights
NOTES- Participants at London Tech Weeks “Switch on your B2B mobile content strategy” discussed research and strategy on how to take advantage of mobile capabilities, what techniques can be used, Mobile customer experience and what is working best for B2B organisations.
Areas Covered
Why the current customer experience is broken
How mobile can be a powerful extension of your brand and marketing.
The current customer journey
The fully mobile customer journey
How to engage your audience through the customer journey
Customer experience is the new marketing
Gaining a better customer insight
Capturing critical data along the customer journey
Technology integration: API’s, Marketing automation, CRM
Success metrics (adoption, engagement and conversion)
“For marketers, mobile is the biggest opportunity of our time to give consumers the exceptional discovery, engagement and purchasing experiences they demand.” (Mobile Marketing Association, 2017)
Mobile content is both a great opportunity and a threat to many marketing professionals. How best to take advantage of a device business users check multiple times an hour, making them a real-time tool in driving brand awareness and target their prospects or channel partners to ensure their mobile marketing works effectively.
“The event hosted by strategic partnering firm Tomorrow People and Contento their mobile customer experience service took a tactical look at how to encounter the advantages of a mobile audience and how to redefine current materials for mobile usage."
Spark a CX revolution: tips from the trenchesUserTesting
After countless customer interviews and years of analyzing customer insights, UserTesting experts Maggie Young and Stef Miller share the most-talked about initiatives that forward-thinking companies are focused on. Learn about how today’s modern brands are building a customer-centric culture.
This three part series provides a complete overview of End-to-End Customer Engagement and reveals the proven best-practices of In-Store Clienteling; Multi-Channel Campaign Management and Analytics; Ecommerce and Consumer-Facing Digital Technologies.
PART 1: In-Store Clienteling
The panel of industry experts offer an informative, in-depth look at In-Store Clienteling including:
• Clienteling defined: the trends and technologies of In-Store Clienteling
• Managing the shift in the retailer-customer relationship
• Culture change: techniques for creating a Clienteling culture
• Implementation: best-practices in capturing, converting and keeping customers
• Calculating the ROI: real-world examples
• Clienteling outlook: what the future has in store
Make Better CX Decisions with Data Science | inQuba & Servian [LEVEL UP CX SU...Antony Adelaar
On the 28th October 2020 inQuba & Servian hosted the 2nd Level Up CX Summit webinar on Making Better Decisions & Converting Customers with Data Science.
Speakers: Alasdair Douglas (Servian), Michael Renzon (inQuba)
Summary:
The key to what customers value is hidden in their data – your competitive advantage. Real customer journeys are data-driven, built by customer data, behavioural data, transactional data and business data. By joining the dots with AI and collecting customer feedback, the CX professional is able to discover what customers are doing, what their emotional context is, and where journeys can be orchestrated for success. Now more than ever, business wants answers backed by data.
Recording here: https://youtu.be/Oh6hcQMhlSk
A customer experience framework is a fancy name for a set of tools designed to help you create viable customer experience maps. By creating a framework, you can make sure your deliverable is telling a true story and ensure your thinking maintains a customer-centric focus. Learn about what goes into building a CX framework and how you can put it to use in your next project in this presentation.
“You can download this product from SlideTeam.net”
Showcase the complete experiences that customers go through when interacting with your company and brand by using this customer journey analysis PowerPoint presentation slides. This professional and visually designed customer mapping PPT deck contains 34 content ready slides. All slides are totally customizable, and users can edit as per their requirements and needs. Users can change the colors, diagrams, fonts, text as needed. This customer experience analysis PPT theme consists of different slides like understanding customer mapping purpose, objectives, needs, feelings and barriers of customer journey mapping, key statistics of customer journey mapping, elements of customer journey mapping, customer journey mapping steps, information required in each stage of the customer journey, customer mapping journey cycle, customer journey analysis at each stage, customer journey layers, channels in each stage of the journey, customer journey map table. etc. Download this ready to use customer experience analysis PPT template now. Guide them in finding a calling with our Customer Journey Powerpoint Presentation Slides. Help them figure out the best career to follow. https://bit.ly/3iucBdX
Differentiating Yourself - How to standout & showcase your rockstar talentMelissa Wilfley
Guest lecture I gave at Republic Polytechnic College in Singapore to their UX program students on how to stand out and differentiate themselves when entering the workforce. Topics covered:
1. What your portfolio must contain
2. How best to use and leverage LinkedIn
3. How real-world companies actually consider you
How to Meet the Expectations of Today's Customers | AcefoneNaina Rajput
Customer expectations are rising faster. People interact with businesses via different modes of communication channels. In this situation, meeting customer expectations is not easy at all. Here we explained some points that will be helpful in meeting the expectations of today's customers.
10 Steps to Mapping Your Customer JourneyQualtrics
Customer journey mapping is an important piece of understanding how you can provide the best customer experience possible. Learn how in 10 essential steps.
Why the best B2B buyer experience wins - Louis Jonckheere CPO - ShowpadB2B Marketing Forum
Our consumer experiences and expectations are influencing our behaviour as a B2B buyer. Most sales reps however have not adapted their way of working to this shift in buyer expectations.
For simple purchases, B2B buyers increasingly prefer ecommerce with no salesperson involved. Complex sales on the other hand still requires sales intervention.
As consumers we shop online and use apps, e.g. Amazon, Netflix, and Booking.com, and we expect to find the information we need when we want it. Sales reps play no role or a minimal role in this process. As the current sales practices aren’t in line with B2B buyer expectations, many sales reps are boring their buyers.
How can you stop boring your buyers and start delivering a better buyer experience?
If you sell to the corporate marketing, having a strong value proposition is critical.
It helps you set up meetings with crazy-busy prospects. And, it helps them understand the value they get from changing from the status quo -- something they're loathe to do.
In this presentation, you'll discover how to craft powerful, customer-enticing value propositions that change everything.
How to Build a Proven Sales Process for Selling Software to EnterprisesLandslide Technologies
Tier I, II and III software vendors are coming under increased pressure to increase revenue in a market that is seeing spending cuts. Forrester Research is projecting only a 6% increase in IT sales in 2009. SaaS and cloud computing models are further delaying IT decisions. How do you sell enterprise software to a wide range of business titles and departments with varying and sometimes contradictory concerns and requirements?
The answer is: your sales process!
Businesses that are part of the tech industry, sell into the tech industry, or are considering branching into this field should join Razi Imam, Founder of Landslide Technologies and a seasoned veteran of enterprise software sales and sales management in this presentation to:
* Learn about the best practices of building a sales process,
* Apply these fundamentals and strategies to selling in the tech industry,
* Create a live sales process that will help you increase your sales volume, value and velocity in the tech industry, and
* Take away methods to apply these strategies to your own unique selling situation.
Why Executives should use social media & how to startHannah Law
80% of Executives are already using social media. If you (or your Company's Executives) are not yet on social, this will help convince you. From improving your public reputation to weighing in on industry conversations and generating new business leads, social media should be an effective component of any Executive job description.
Onderzoek voorspelt dat 75% van de CMO’s binnen 3 jaar verantwoordelijk zal zijn voor de totale klanttevredenheid. Door alle verschillende marketingkanalen die we tegenwoordig gebruiken en door het toenemend aantal manieren waarop we met klanten kunnen engagen, is er meer dan ooit behoefte aan een geïntegreerde, holistische aanpak.
Tijdens deze masterclass gaan we in op de uitdagingen van de B2B customer journey én maak je kennis met één van de eerste B2B Chief Customer Experience Officers van Nederland.
Epoca presented at Service Design Drinks Milan #3 how to use the customer journey map tool in b2b projects, showcasing a case-study they have been working on in the last years.
Introduction to Social Media for Executives: Job Hunting with Social MediaAugie Ray
A basic 30- to 45-minute introduction to using social media for career management and job hunting. Includes data on how recruiters are using Facebook, Twitter and LinkedIn, tips for making the most of LinkedIn and considerations for how Facebook may be kept person or also used for professional networking.
The Emotions The Make Content Marketing Campaigns Go ViralFractl
What's the difference between a campaign that goes viral and one that doesn't? High-arousal emotions. We partnered with researchers at Vanderbilt University to find out which feelings will help you connect with consumers.
Download the free white paper with more insights on the specific emotions found in highly viral content, differences in emotional responses between genders and generations, and more at http://research.frac.tl/viral-emotions-research.
The Human Customer: B2B's Great Migration to Customer Experience in DigitalRightpoint
Customer Experience is the most important aspect in B2B marketing. Yet, B2B companies still struggle with how to incorporate a customer-centric approach to marketing—one where every decision made surrounds the customer and their experience. What we often forget in B2B marketing is that although the target audience is a business, there is still a human within that business making the decisions. Human connections are made through emotions and the struggle to connect in a digital world continues to be a challenge. However, the B2B companies that are able to evolve and incorporate a new way of thinking will win in the digital landscape.
The B2B Buyers Journey Sales Guide eBookMark Gibson
New eBook on The B2B Buying Process; why you need to understand it and how to facilitate transitions with the buyer through the process.
Will be of value to sales professionals, sales managers, sales enablement and operations professionals, marketers and product managers
The buying journey has completely changed over the last decade due in large part to the Internet and the amount of information now accessible online. Businesses must come to the realization that their prospective buyers are completing up to 70% of their buying journey before contacting them. This stat may be staggering to some, but there’s good news — you still have the ability to influence your audience early on and throughout their entire buying journey. My new eBook takes a deep dive into what a modern day B2B buyer’s path to purchase looks like, the marketing solutions that play into each phase of their buying journey, and how those marketing solutions ultimately influence the buyer’s decision to purchase. This eBook is a must read for any marketer looking for a fresh perspective on the B2B digital landscape and how their business can capitalize on the online marketing opportunities available to them.
According to research from the Corporate Executive Board, 57% of the buying process is being completed before the first interaction with a sales person.
In recent years, a fundamental sea change has been occurring between buyers and sellers, with the former now ceasing control of the buying process. This paradigm shift has been digitally powered with todays buyers only one touch away from connecting with content or peers that can help guide them on their purchasing journey.
This presentation will explore the challenges that not only lay ahead for todays B2B marketers, but also explore some of the ways in which SAP is adapting to this 'New Reality’.
A simple but powerful slide deck that I use to explain the mission, structure, and guiding principles of an effective B2B marketing team. I use the analogy of a flywheel to show how the key components of the org revolve around and pick up energy from, the brand, website, content assets and marketing automation system.
This is s stripped down version of a media training for the new spokespersons. I have done this to a leading MNC bank in India and it was well received by them. I have removed many animations and videos from it to make it light
Media and Social Media Training for Student-AthletesChris Yandle
"Media and Social Media Training for Student-Athletes" presentation from the 2013 CoSIDA Convention. Panelists: Scottie Rodgers (moderator, Ivy League), Tom Eiser (Xavier), Dr. John Lata (Florida State), Chris Yandle (Miami).
Social Media Training Workshop for Small BusinessWeb.com
Social Media Training Workshop for Network Solutions customers to train them in the basics of social media and relevant tools for small business.
Http://www.blog.networksolutions.com
http://www.growsmartbusiness.com
http://www.womengrowbusiness.com
Digital has profoundly changed how B2B businesses need to interact with their customers. B2B customers are already embracing digital to make more informed purchase and post-purchase decisions. B2B companies need to understand how to use digital to be where (and when) their customers are. Latest McKinsey insights on B2B: http://mckinseyonmarketingandsales.com/topics/b-to-b
Reviews: The Best Kept Secret to Landing Page OptimizationTrustpilot
Check out our webinar to see real examples of how IDWholesaler diminished customer hesitation with reviews to ultimately increase conversions and ROI from digital spend. They were even able to grow revenue by 315% for one of their key product lines, just by simply adding reviews to their landing page!
Business Building Block [marketing/sales] - Market Better 4-12-17Paul (E) Kilzer
Every company has 3 main building blocks: Financial, Marketing/Sales, Operations. Take a look at the presentations from our recent session. Great stuff!
Why You Need to Speak the Language of Marketing PerformanceOrigami Logic
In this presentation we define key terms like “data”, “measure”, “metric,” and “KPI”, and explain why best-in-class marketers are better at knowing what metrics matter.
This presentation was presented at #CustomerAnalytics Conference, Chicago 2014 by Maruti Peri, VP Sales.
BRIDGEi2i helps businesses extract each ounce of loyalty in today's “Age of the Customers” as customer loyalty keeps fighting an uphill battle with increased product choices and proliferation of prospective client information. To know more about BRIDGEi2i Customer Intelligence Solutions, visit http://www.bridgei2i.com/customer-intelligence.html
Business Growth By Customer Acquisition and Loyalty MarketingAutoSyndicationUSA
The purpose of the Dynamic Growth Concepts is to help business owners and leaders hurdle the many stumbling blocks that impede progress and, all too often, knock
businesses and organizations completely out of the race. The most daunting obstacle blocking the path to success is what I call the cold, hard truth.
Call Mark @ Dynamic Growth Concepts because I want to help you learn the truth,
The 2017 State of B2B Digital Marketing ReportDemandWave
Get a sneak peek of our sixth annual State of B2B Digital Marketing Report where nearly 200 B2B marketing leaders weighed in on the top goals and challenges of 2017.
Driving Lifelong Customer Devotion With Loyalty Campaigns ConfirmationTrustpilot
The best customers are loyal, repeat purchasers who come back to your business again and again for services and products they feel they can rely on. Generating a lifetime of value out of a customer drives down costs while increasing returns and paves the way for word-of-mouth referrals. Do you know how to create and capitalize on customer loyalty?
In this compelling webinar from Wpromote’s Michael Mothner and Trustpilot’s Jordan Garner, you’ll learn how to increase customer lifetime value (LTV) while lowering the time to second purchase. Uncover the true value of your customer by tracking loyalty KPIs rather than relying solely on ROI and 1st time conversions as the metrics for success.
Actionable tips and strategies on how to design your loyalty campaigns, including:
-Successfully Requesting On-Site Reviews
-Maintaining A Positive Brand Perception
-Moving Repeat Customers Through The Funnel
-Creating Brand Loyalty Through Engagement
Reaching the digital consumer is becoming a more fractured experience. Measuring accurate return on marketing spend requires the correct attribution model. Make sure your campaigns get the credit they deserve. Another top tip that is not mentioned here... Factor in lifetime value.
Convincing Your Boss(es) to Confidently Spend (more) on AdvertisingHanapin Marketing
Could your business profit from the scaling of advertisement spend? Wrangling your boss with swagger and tact is not always enough to win larger budgets. The Answer? Arming yourself with a customer-centric strategy, backed by CLV, that can drive a responsible and ‘winning’ conversation with your organization. In this session you will walk away with knowledge and actionable resources so you can:
- Convince your boss how spending more on advertising will benefit your organization.
- Conquer your omnichannel success metrics and their impact on your customer lifetime value.
- Confidently use your data to transform your organization to be more customer-centered.
If an agency wants to innovate continuously its service offering, the role of a product owner is essential. We shared our current knowledge of how we have implemented the role of a product owner within Digital Marketing agencies.
Woensdag 30 september organiseerden wij Webshop Wednesday in samenwerking met Thuiswinkel.org. Zie hier de presentaties van onze sprekers Pieter van Geel en Niels Verwij.
PUTTING THE VALUE BACK IN VALUE ENGINEERING: Leveraging Lean thinking to Driv...Amanda Ross
This deck was presented at a joint webinar with AgileCraft and Barry O'Reilly on Value Engineering. In this deck we cover:
- How Value Engineering enables enterprises to systematically manage the uncertainty and return of innovation in their organization
- Quickly and cheaply experiment to learn what are winning ideas, and what do not deliver value and should be discarded
- How to define outcome-based metrics to build value statements, and improves visibility and accountability across your organization
- How to drive rapid feedback loops to accelerate innovation and better decision-making
- How tools can play a role in the Value Engineering / Lean thinking cycle
Similar to B2B Customer Journey & Marketing ROI (20)
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
10 Video Ideas Any Business Can Make RIGHT NOW!
You'll never draw a blank again on what kind of video to make for your business. Go beyond the basic categories and truly reimagine a brand new advanced way to brainstorm video content creation. During this masterclass you'll be challenged to think creatively and outside of the box and view your videos through lenses you may have never thought of previously. It's guaranteed that you'll leave with more than 10 video ideas, but I like to under-promise and over-deliver. Don't miss this session.
Key Takeaways:
How to use the Video Matrix
How to use additional "Lenses"
Where to source original video ideas
AI-Powered Personalization: Principles, Use Cases, and Its Impact on CROVWO
In today’s era of AI, personalization is more than just a trend—it’s a fundamental strategy that unlocks numerous opportunities.
When done effectively, personalization builds trust, loyalty, and satisfaction among your users—key factors for business success. However, relying solely on AI capabilities isn’t enough. You need to anchor your approach in solid principles, understand your users’ context, and master the art of persuasion.
Join us as Sarjak Patel and Naitry Saggu from 3rd Eye Consulting unveil a transformative framework. This approach seamlessly integrates your unique context, consumer insights, and conversion goals, paving the way for unparalleled success in personalization.
In this presentation, Danny Leibrandt explains the impact of AI on SEO and what Google has been doing about it. Learn how to take your SEO game to the next level and win over Google with his new strategy anyone can use. Get actionable steps to rank your name, your business, and your clients on Google - the right way.
Key Takeaways:
1. Real content is king
2. Find ways to show EEAT
3. Repurpose across all platforms
Monthly Social Media News Update May 2024Andy Lambert
TL;DR. These are the three themes that stood out to us over the course of last month.
1️⃣ Social media is becoming increasingly significant for brand discovery. Marketers are now understanding the impact of social and budgets are shifting accordingly.
2️⃣ Instagram’s new algorithm and latest guidance will help us maintain organic growth. Instagram continues to evolve, but Reels remains the most crucial tool for growth.
3️⃣ Collaboration will help us unlock growth. Who we work with will define how fast we grow. Meta continues to evolve their Creator Marketplace and now TikTok are beginning to push ‘collabs’ more too.
SEO as the Backbone of Digital MarketingFelipe Bazon
In this talk Felipe Bazon will share how him and his team at Hedgehog Digital share our journey of making C-Levels alike, specially CMOS realize that SEO is the backbone of digital marketing by showing how SEO can contribute to brand awareness, reputation and authority and above all how to use SEO to create more robust global marketing strategies.
How to Use AI to Write a High-Quality Article that Ranksminatamang0021
In the world of content creation, many AI bloggers have drifted away from their original vision, resulting in low-quality articles that search engines overlook. Don't let that happen to you! Join us to discover how to leverage AI tools effectively to craft high-quality content that not only captures your audience's attention but also ranks well on search engines.
Disclaimer: Some of the prompts mentioned here are the examples of Matt Diggity. Please use it as reference and make your own custom prompts.
Top 3 Ways to Align Sales and Marketing Teams for Rapid GrowthDemandbase
In this session, Demandbase’s Stephanie Quinn, Sr. Director of Integrated and Digital Marketing, Devin Rosenberg, Director of Sales, and Kevin Rooney, Senior Director of Sales Development will share how sales and marketing shapes their day-to-day and what key areas are needed for true alignment.
Financial curveballs sent many American families reeling in 2023. Household budgets were squeezed by rising interest rates, surging prices on everyday goods, and a stagnating housing market. Consumers were feeling strapped. That sentiment, however, appears to be waning. The question is, to what extent?
To take the pulse of consumers’ feelings about their financial well-being ahead of a highly anticipated election, ThinkNow conducted a nationally representative quantitative survey. The survey highlights consumers’ hopes and anxieties as we move into 2024. Let's unpack the key findings to gain insights about where we stand.
Mastering Multi-Touchpoint Content Strategy: Navigate Fragmented User JourneysSearch Engine Journal
Digital platforms are constantly multiplying, and with that, user engagement is becoming more intricate and fragmented.
So how do you effectively navigate distributing and tailoring your content across these various touchpoints?
Watch this webinar as we dive into the evolving landscape of content strategy tailored for today's fragmented user journeys. Understanding how to deliver your content to your users is more crucial than ever, and we’ll provide actionable tips for navigating these intricate challenges.
You’ll learn:
- How today’s users engage with content across various channels and devices.
- The latest methodologies for identifying and addressing content gaps to keep your content strategy proactive and relevant.
- What digital shelf space is and how your content strategy needs to pivot.
With Wayne Cichanski, we’ll explore innovative strategies to map out and meet the diverse needs of your audience, ensuring every piece of content resonates and connects, regardless of where or how it is consumed.
Videos are more engaging, more memorable, and more popular than any other type of content out there. That’s why it’s estimated that 82% of consumer traffic will come from videos by 2025.
And with videos evolving from landscape to portrait and experts promoting shorter clips, one thing remains constant – our brains LOVE videos.
So is there science behind what makes people absolutely irresistible on camera?
The answer: definitely yes.
In this jam-packed session with Stephanie Garcia, you’ll get your hands on a steal-worthy guide that uncovers the art and science to being irresistible on camera. From body language to words that convert, she’ll show you how to captivate on command so that viewers are excited and ready to take action.
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
For too many years marketing and sales have operated in silos...while in some forward thinking companies, the two organizations work together to drive new opportunity development and revenue. This session will explore the lessons learned in that beautiful dance that can occur when marketing and sales work together...to drive new opportunity development, account expansion and customer satisfaction.
No, this is not a conversation about MQLs and SQLs. Instead we will focus on a framework that allows the two organizations to drive company success together.
Marketing as a Primary Revenue Driver - Lee Levitt
B2B Customer Journey & Marketing ROI
1. Crea%ng
Insanely
Great
Customers
Crea%ng
An
Insanely
Great
Customer
Journey
Accelera%ng
Marke%ng
ROI
Validate
Value
Expand
Deploy
Solu%on
Explore
Op%ons
Evaluate
Solu%ons
Trigger
Point
Internal
Buy
In
Business
Case
Purchase
Refer
Mike
Connor
Status
Quo
www.spicecatalyst.com
2. Crea%ng
Insanely
Great
Customers
Topics
1. We
have
to
do
this
2. Team
3. Vision
4. Customer
5. Every
touch
point
counts
6. Outcome
Based
Metrics
7. Objec%ve
SWOT
Analysis
8. Get
Agile!
9. K.I.S.S
10. Validate
Value
11. Start
Over
3. Crea%ng
Insanely
Great
Customers
Food
for
thought
#1
B2B
Marke%ng
2013
CMO
Impera%ve
• Map
the
buyers
journey.
• Embed
personas
in
marke%ng
plans.
• Address
data
and
analy%c
skills
gaps.
• Foster
collabora%on
across
marke%ng,
product
and
sales
silos
The
quotes
above
reference
just
one
part
of
a
Customer
Journey,
Nurturing
Campaigns.
4. Crea%ng
Insanely
Great
Customers
2013?
MARKETING
What
will
your
marke%ng
department
be
like?
8. Crea%ng
Insanely
Great
Customers
The
world
of
social
media
and
management
of
it
is
changing
at
an
amazing
rate!
9. Crea%ng
Insanely
Great
Customers
Sco[
Brinker
(at)
chiefmartec.com
The
amount
and
pace
of
marke%ng
technology
is
overwhelming!
10. Crea%ng
Insanely
Great
Customers
Big
Data
Engagement
Analy%cs
Personas
Personas
PlaRorms
Mul%
Channel
Personaliza%on
Marke%ng
Opera%ons
Integra%on
Mobile
Real
Time
Return
on
Opportunity
Agile
Marke%ng
Return
on
Marke%ng
Marke%ng
teams
are
on
a
huge
learning
curve!
11. Crea%ng
Insanely
Great
Customers
Insanely
Great
=
New
Good
Enough
And,
oh
by
the
way,
our
prospects
and
customers
expecta%ons
are
increasing
rapidly!
12. Crea%ng
Insanely
Great
Customers
Predator
or
Prey
How
well
marke%ng
teams
priori%ze,
integrate,
deliver
and
adapt
will
determine
who
comes
out
as
.
.
.
13. Crea%ng
Insanely
Great
Customers
Validate
Value
Expand
Deploy
Solu%on
Explore
Op%ons
Evaluate
Solu%ons
Status
Quo
Trigger
Point
Internal
Buy
In
Business
Case
Purchase
Refer
So
What
is
a
Customer
Journey
and
how
does
focusing
on
it
help?
14. Crea%ng
Insanely
Great
Customers
I
was
at
Apple
and
working
as
a
product
manager
for
Steve
Jobs.
He
walked
into
my
office
one
day
and
threw
our
newly
engineered
shipping
carton
onto
my
desk.
He
yelled
at
me
and
told
me
my
out
of
the
box
experience
sucked.
First
a
quick
story
that
helps
define
the
customer
journey
and
it’s
importance.
15. Crea%ng
Insanely
Great
Customers
Then
he
pulled
a
beau%ful
li[le
jewelry
box
from
his
pocket,
put
it
on
my
desk
and
said,
“When
someone
receives
our
products
it
should
feel
like
they
are
opening
a
rare
and
precious
gif.
That’s
when
I
first
understood
the
importance
of
the
customer
journey.
16. Crea%ng
Insanely
Great
Customers
Everything
prospects
and
customers
experience
as
they
engage
with
companies
and
their
products
The
customer
journey
is
.
.
.
17. Crea%ng
Insanely
Great
Customers
It
also
provides
a
very
powerful
and
customer
focused
framework
through
which
marke%ng
can
priori%ze
its
investments,
measure,
validate
and
refine
the
value
it
creates
and
its
effec%veness
18. Crea%ng
Insanely
Great
Customers
Con%nual
Collabora%on,
Learning
and
Innova%on
Designed
and
managed
well
with
today’s
leading
edge
tools,
it
also
becomes
an
powerful
interac%ve
customer
engagement
framework
for.
.
.
In
other
words
.
.
.
the
sustainable
crea%on
of
game
changing
customer
value!
19. Crea%ng
Insanely
Great
Customers
If
visioned,
designed
and
managed
properly
it
can
transform
marke%ng
departments
and
their
ability
to
increase
the
company’s
value
to
customers
from
good
to
Insanely
Great!
20. Crea%ng
Insanely
Great
Customers
Validate
Value
Expand
Deploy
Solu%on
Explore
Op%ons
Evaluate
Solu%ons
Status
Quo
Trigger
Point
Internal
Buy
In
Business
Case
Purchase
Refer
ROI?
So
how
does
the
customer
journey
drive
.
.
.
21. Crea%ng
Insanely
Great
Customers
Food
for
thought
B2B
Customers
• Nearly
60%
of
a
typical
purchasing
decision—researching
solu%ons,
ranking
op%ons,
sekng
requirements,
benchmarking
pricing,
and
so
on
is
made
before
ever
having
a
conversa%on
with
a
supplier.
22. Crea%ng
Insanely
Great
Customers
Food
for
thought
• 50%
more
sales
ready
leads
at
33%
lower
cost.
• 10%
or
greater
increase
in
revenue
in
6-‐9
months.
• 20%
increase
in
sales
opportuni%es
versus
non-‐
nurtured
leads
The
quotes
above
reference
just
one
part
of
a
Customer
Journey,
Nurturing
Campaigns.
23. Crea%ng
Insanely
Great
Customers
Food
for
thought
Leaders
in
Life
Cycle
Marke%ng
• 3x
greater
customer
reten%on
• 27x
greater
growth
of
customer
life%me
value.
24. Crea%ng
Insanely
Great
Customers
Food
for
thought
Market
Leaders
• 20%
annual
revenue
growth
• 10%
annual
growth
in
marke%ng
leads
that
result
in
closed
business
• 44%
of
sales-‐forecasted
pipeline
leads
contributed
by
marke%ng
• 73%
annual
customer
reten%on
rate
25. Crea%ng
Insanely
Great
Customers
Marke%ng
is
at
an
Inflec%on
Point
and
the
Customer
Journey
is
the
Catalyst
Decreasing
Cost,
Increasing
Ease
of
Use
2013
Ad
Hoc
Capabili%es
&
Prac%ces
Early
Integra%on
&
Alignment
Next
Gen
Vision
&
Experimenta%on
Adop%on
of
Next
Gen
Capability
&
Prac%ces
Standardiza%on
of
Next
Gen
Capability
&
Prac%ces
2015
Marke%ng
&
Technology
Maturity
&
Integra%on
Changes
in
technology,
social
knowledge
and
marke%ng
are
changing
buyer
behaviors
&
expecta%ons
26. Crea%ng
Insanely
Great
Customers
Validate
Value
Expand
Deploy
Solu%on
Explore
Op%ons
Evaluate
Solu%ons
Status
Quo
Trigger
Point
Internal
Buy
In
Business
Case
Purchase
Refer
How
do
we
get
to
Insanely
Great?
28. Crea%ng
Insanely
Great
Customers
“Every
good
product
I've
ever
seen
is
because
a
group
of
people
cared
deeply
about
making
something
wonderful
that
they
and
their
friends
wanted.
They
wanted
to
use
it
themselves.”
Steve
Jobs
29. Crea%ng
Insanely
Great
Customers
Marke%ng
Customer
Success
Mgt.
CEO
Design
Product
Development
Business
Dev.
/
Sales
|
Account
Dev.
Product
Management
Training
Validate
Value
Expand
Deploy
Solu%on
Explore
Op%ons
Evaluate
Solu%ons
Status
Quo
Trigger
Point
Internal
Buy
In
Business
Case
Purchase
Refer
This
is
a
team
sport
–
everyone
in
your
company
that
works
with
customers
and
or
that
is
building
things
for
them
has
valuable
insight
to
bring
30. Crea%ng
Insanely
Great
Customers
Marke%ng
Customer
Success
Mgt.
CEO
Design
Product
Development
Business
Dev.
/
Sales
|
Account
Dev.
Product
Management
Training
Validate
Value
Expand
Deploy
Solu%on
Explore
Op%ons
Evaluate
Solu%ons
Status
Quo
Trigger
Point
Internal
Buy
In
Business
Case
Purchase
Refer
Team
Member
#
1?
Customers
42. Crea%ng
Insanely
Great
Customers
And
that’s
the
kind
of
Insanely
Great
we
are
talking
about!
43. Crea%ng
Insanely
Great
Customers
We
were
shining
our
light
into
the
days
of
blooming
wonder
In
the
eternal
presence,
in
the
presence
of
the
flame
Didn’t
I
come
to
bring
you
a
sense
of
wonder?
Didn’t
I
come
to
lib
your
fiery
vision
bright?
Didn’t
I
come
to
bring
you
a
sense
of
wonder
in
the
flame?
On
and
on
and
on
and
on,
we
kept
on
singing
our
song
VAN
MORRISON
Go
for
Insanely
Great
:
No
Plan
B
45. Crea%ng
Insanely
Great
Customers
Assessing
/
Building
Immersive
Personas
of
Highest
Value
Prospects
and
Customers
46. Crea%ng
Insanely
Great
Customers
Including
persona’s
projected
based
on
measurable
trends
47. Crea%ng
Insanely
Great
Customers
Food
for
thought
In
the
sale
of
a
technology
product
valued
at
over
twenty-‐
five
thousand
dollars
per
unit
to
a
company
of
over
one
thousand
employees,
twenty-‐one
people
were
actually
involved
in
the
buying
process.
49. Crea%ng
Insanely
Great
Customers
Embrace
the
En%re
Customer
Journey
Validate
Value
Expand
Deploy
Solu%on
Explore
Op%ons
Evaluate
Solu%ons
Status
Quo
Trigger
Point
Internal
Buy
In
Business
Case
Purchase
Refer
Take
the
%me
to
explore
the
journey
and
your
customers
experience.
You
must
see
it
through
their
eyes
and
their
needs.
Spend
%me
and
get
feedback
from
customers
and
prospects
that
have
travelled
it
in
its
en%rety
and
those
that
blew
out
of
it.
50. Crea%ng
Insanely
Great
Customers
Remember:
It’s
Their
Journey
You
have
to
earn
the
right
to
be
a
part
of
each
stage!
51. Crea%ng
Insanely
Great
Customers
It
starts
before
prospects
know
they
need
a
solu%on
Validate
Value
Expand
Deploy
Solu%on
Explore
Op%ons
Evaluate
Solu%ons
Status
Quo
Trigger
Point
Internal
Buy
In
Business
Case
Purchase
Refer
56. Crea%ng
Insanely
Great
Customers
A
cross
func%onal
team
is
formed
Trigger
Point
Crea%ng
Customer
Value?
Thought
Leadership
for
Their
Func%on
/
Issues
58. Crea%ng
Insanely
Great
Customers
The
search
for
op%ons
begins
Explore
Op%ons
Crea%ng
Customer
Value?
Objec%ve
Informa%on
Illumina%ng
Problem
/
Best
Prac%ces
Framework
-‐
Tied
to
Solu%on
62. Crea%ng
Insanely
Great
Customers
A
business
case
is
created
Business
Case
Crea%ng
Customer
Value?
Business
Case
Framework
|
Easy
Access
to
Component
Level
Suppor%ng
Informa%on
63. Crea%ng
Insanely
Great
Customers
The
champion
works
to
resolve
last
minute
issues
and
concerns
and
finally
achieves
internal
buy
in
Internal
Buy
In
64. Crea%ng
Insanely
Great
Customers
The
champion
works
to
resolve
last
minute
issues
and
concerns
and
finally
achieves
internal
buy
in
Internal
Buy
In
Crea%ng
Customer
Value?
Fast
Response
/
Access
to
Specific
Informa%on
to
Resolve
Issues
and
Deal
with
Internal
Push
Back
65. Crea%ng
Insanely
Great
Customers
Legal,
financial
and
deployment
nego%a%ons
are
completed.
The
deal
is
done!
Purchase
66. Crea%ng
Insanely
Great
Customers
Legal,
financial
and
deployment
nego%a%ons
are
completed.
The
deal
is
done!
Purchase
Crea%ng
Customer
Value?
Win
Win
Nego%a%ng
|
Flexibility
|
Suppor%ng
Material
for
Compe%%vely
Differen%a%ng
Value
67. Crea%ng
Insanely
Great
Customers
People
are
trained
and
the
solu%on
is
deployed
Deploy
Solu%on
68. Crea%ng
Insanely
Great
Customers
People
are
trained
and
the
solu%on
is
deployed
Deploy
Solu%on
Crea%ng
Customer
Value?
Well
designed
&
communicated
implementa%on
|
Materials
|
Flexibility
|
Responsiveness
|
Interven%on
69. Crea%ng
Insanely
Great
Customers
The
real
value
of
your
company
is
revealed
as
customers
use
the
solu%on
Validate
Value
70. Crea%ng
Insanely
Great
Customers
The
real
value
of
your
company
is
revealed
as
customers
use
the
solu%on
Validate
Value
Crea%ng
Customer
Value?
Deliver
as
promised
|
Revisit
/
Reinforce
Value
|
Responsiveness
71. Crea%ng
Insanely
Great
Customers
Expand
If
you
deliver
great
value
the
customer
will
be
open
to
expanding
their
rela%onship
72. Crea%ng
Insanely
Great
Customers
Expand
If
you
deliver
great
value
the
customer
will
be
open
to
expanding
their
rela%onship
Crea%ng
Customer
Value?
Create
Heroes
|
Facilitate
Story
Telling
73. Crea%ng
Insanely
Great
Customers
Refer
and
to
telling
others
how
great
your
company
and
your
products
are!
74. Crea%ng
Insanely
Great
Customers
Refer
and
to
telling
others
how
great
your
company
and
your
products
are!
Crea%ng
Customer
Value?
Create
Heroes
|
Facilitate
Story
Telling
75. Crea%ng
Insanely
Great
Customers
Food
for
thought
• 89%
of
customers
were
lost
aber
a
nega%ve
customer
experience
• 86%
said
they
would
pay
more
for
a
be[er
customer
experience
• 58%
said
they
would
recommend
companies
that
deliver
customer
experiences
that
are
superior
to
others
76. Crea%ng
Insanely
Great
Customers
Engineer
Touch
Points
to
Capture
Insight
That
Drives
Con%nual
Collabora%ve
Learning
and
Innova%on
Validate
Value
Expand
Deploy
Solu%on
Explore
Op%ons
Evaluate
Solu%ons
Status
Quo
Trigger
Point
Internal
Buy
In
Business
Case
Purchase
Refer
78. Crea%ng
Insanely
Great
Customers
Define
Business
Outcome
Goals,
Metrics
for
Each
Stage
Explore
Op%ons
Evaluate
Solu%ons
Internal
Buy
In
Business
Case
Validate
Value
Expand
Use
Refer
Deploy
Solu%on
Status
Quo
Trigger
Point
Purchase
Based
on
Persona’s
Requirements
80. Crea%ng
Insanely
Great
Customers
SWOT
Analysis
Rate
each
cell
from
–
5
to
+
5.
(
-‐-‐
5
=
Losing
momentum
&
credibility,
0
=
Good
Enough,
+5
Provides
Breakthrough
Compe%%ve
Value)
Explore
Op%ons
Evaluate
Solu%ons
Internal
Buy
In
Business
Case
Validate
Value
Expand
Use
Refer
Deploy
Solu%on
Status
Quo
Trigger
Point
Purchase
81. Crea%ng
Insanely
Great
Customers
Rate
each
cell
from
–
5
to
+
5.
(
-‐-‐
5
=
Losing
momentum,
credibility
&
ROI,
0
=
Good
Enough,
+5
Provides
Breakthrough
Compe%%ve
Value)
SWOT
Analysis
Remember
when
the
weakest
link
fails,
all
of
your
other
marke%ng
investments
are
lost.
Great
$2Million
Marke%ng
Campaign
+
Bad
Customer
Onboarding
=
-‐
$2million
*
X
82. Crea%ng
Insanely
Great
Customers
Validate
Value
Expand
Use
Refer
Deploy
Solu%on
Purchase
Internal
Buy
In
Explore
Op%ons
Evaluate
Solu%ons
Business
Case
Status
Quo
Trigger
Point
Customer
buying
stages
Content
/
Experience
Analy%cs
&
VOC
Process
Flow
Progress
/
Risk
Tracking
&
Mgt.
Customer
Insight
Requirements
Deep
Dive
SWOT
Assessment
How
well
do
you
know
the
prospect’s
and
influencer’s
needs
at
each
stage?
83. Crea%ng
Insanely
Great
Customers
Validate
Value
Expand
Use
Refer
Deploy
Solu%on
Purchase
Internal
Buy
In
Explore
Op%ons
Evaluate
Solu%ons
Business
Case
Status
Quo
Trigger
Point
Customer
buying
stages
Content
/
Experience
Analy%cs
&
VOC
Process
Flow
Progress
/
Risk
Tracking
&
Mgt.
Customer
Insight
Requirements
Deep
Dive
SWOT
Assessment
How
well
does
your
current
content
and
customer
experience
address
the
needs?
84. Crea%ng
Insanely
Great
Customers
Validate
Value
Expand
Use
Refer
Deploy
Solu%on
Purchase
Internal
Buy
In
Explore
Op%ons
Evaluate
Solu%ons
Business
Case
Status
Quo
Trigger
Point
Customer
buying
stages
Content
/
Experience
Analy%cs
&
VOC
Process
Flow
Progress
/
Risk
Tracking
&
Mgt.
Customer
Insight
Requirements
Deep
Dive
SWOT
Assessment
Are
you
capturing
cri%cal
informa%on
about
the
use
and
value
to
customers
of
what
you
are
providing?
85. Crea%ng
Insanely
Great
Customers
Validate
Value
Expand
Use
Refer
Deploy
Solu%on
Purchase
Internal
Buy
In
Explore
Op%ons
Evaluate
Solu%ons
Business
Case
Status
Quo
Trigger
Point
Customer
buying
stages
Content
/
Experience
Analy%cs
&
VOC
Process
Automa%on
Progress
/
Risk
Tracking
&
Mgt.
Customer
Insight
Requirements
Deep
Dive
SWOT
Assessment
Are
you
using
current
state
best
prac%ces
and
technology
to
accelerate
work
and
informa%on
flow?
86. Crea%ng
Insanely
Great
Customers
Validate
Value
Expand
Use
Refer
Deploy
Solu%on
Purchase
Internal
Buy
In
Explore
Op%ons
Evaluate
Solu%ons
Business
Case
Status
Quo
Trigger
Point
Customer
buying
stages
Content
/
Experience
Analy%cs
&
VOC
Process
Automa%on
Progress
/
Risk
Tracking
&
Mgt.
Customer
Insight
Requirements
Deep
Dive
SWOT
Assessment
Do
you
have
clear
metrics
and
analy%cs
in
place
that
enable
you
to
define
and
track
progress
of
high
value
prospects
and
customers?
87. Crea%ng
Insanely
Great
Customers
Validate
Value
Expand
Use
Refer
Deploy
Solu%on
Purchase
Internal
Buy
In
Explore
Op%ons
Evaluate
Solu%ons
Business
Case
Status
Quo
Trigger
Point
Customer
buying
stages
Content
/
Experience
Analy%cs
&
VOC
Process
Automa%on
Progress
/
Risk
Tracking
&
Mgt.
Customer
Insight
Requirements
Deep
Dive
SWOT
Assessment
When
done
you
will
essen%ally
have
a
heat
map
of
where
you
are
at
risk
and
where
you
excel.
88. Crea%ng
Insanely
Great
Customers
Validate
Value
Expand
Use
Refer
Deploy
Solu%on
Purchase
Internal
Buy
In
Explore
Op%ons
Evaluate
Solu%ons
Business
Case
Status
Quo
Trigger
Point
Customer
buying
stages
Content
/
Experience
Analy%cs
&
VOC
Process
Automa%on
Progress
/
Risk
Tracking
&
Mgt.
Customer
Insight
Requirements
Deep
Dive
SWOT
Assessment
In
sekng
priori%es
remember
the
weak
link
theory.
90. Crea%ng
Insanely
Great
Customers
The
rate
of
change,
plus
the
complexity
of
designing
and
managing
the
customer
journey
is
impossible
to
address
using
tradi%onal
marke%ng
management
approaches.
Get
Agile!
91. Crea%ng
Insanely
Great
Customers
Time
Bound
Sprints
Total
Work
Priori%es
for
Sprint
Deliver
The
key
to
success?
Small,
well
priori%zed,
%me
bound
ini%a%ves
defined
in
terms
of
business
outcomes
desired
and
con%nual
measurement
of
the
customer
value
those
produce.
93. Crea%ng
Insanely
Great
Customers
Urgency
Test
5
• Must
be
done
immediately
• Other
high
priority
items
can’t
be
completed
without
this
• If
not
completed
now,
its
value
is
lost
4
• Highly
%me
constrained
• Other
high
level
of
priori%es
depend
on
this
• Customer
or
contractual
requirements
are
dependent
on
this
3
• Moderately
%me
constrained
• Other
items
have
moderate
dependency
on
this
task
• Desirable
to
complete
in
the
next
one
or
two
sprints
2
• Minimally
%me
constrained
• Other
items
have
a
minimal
dependence
on
this
task
• Comple%on
in
the
next
two
or
three
sprints
is
adequate
1
• Not
%me
constrained
• No
dependencies
• Li[le
or
no
impact
Value
Test
5
• Extremely
Important
/
high
value
to
most
or
all
high
value
customers
• Extreme
impact
on
brand
or
reputa%on
• Cri%cal
to
the
success
of
the
business
4
• Important
to
many
customers
• Significant
impact
on
brand
or
reputa%on
• Significant
compe%%ve
advantage
3
• Important
to
a
moderate
number
of
customers
• Moderate
significant
impact
on
brand
or
reputa%on
• Moderate
important
compe%%ve
advantage
2
• Important
to
only
few
customers
• Minor
impact
on
brand
or
reputa%on
• Minor
compe%%ve
advantage
1
• Important
to
only
a
few
or
even
no
customers
• Li[le
or
no
impact
on
brand
or
reputa%on
• Li[le
or
no
compe%%ve
advantage
Customer
/
Business
Value
Created
Urgency
to
Complete
94. Crea%ng
Insanely
Great
Customers
Agile
Business
Accelera%on
Building
Blocks
Strategy & Vision!
Delivery of Customer Value!
Culture / Leadership!
People & Organization!
Process !
Systems & Tools!
Accelera%on
94
96. Crea%ng
Insanely
Great
Customers
Explore
Op%ons
Evaluate
Solu%ons
Internal
Buy
In
Business
Case
Validate
Value
Expand
Use
Refer
Deploy
Solu%on
Status
Quo
Trigger
Point
Purchase
This
isn’t
about
boiling
the
ocean.
It’s
about
priori%zing
with
an
understanding
of
how
each
component
contributes
or
detracts
from
customer
value
&
marke%ng
ROI
97. Crea%ng
Insanely
Great
Customers
Simple
can
be
harder
than
complex:
You
have
to
work
hard
to
get
your
thinking
clean
to
make
it
simple.
Once
you
get
there,
you
can
move
mountains."
Steve
Jobs,
BusinessWeek,
May,
1998
98. Crea%ng
Insanely
Great
Customers
Validate
Value
Expand
Use
Refer
Deploy
Solu%on
Purchase
Internal
Buy
In
Explore
Op%ons
Evaluate
Solu%ons
Business
Case
Status
Quo
Trigger
Point
Customer
buying
stages
Content
/
Experience
Analy%cs
&
VOC
Process
Flow
Progress
/
Risk
Tracking
&
Mgt.
Customer
Insight
Requirements
Roadmap
Choose
your
priori%es
carefully
and
remember
.
.
.
99. Crea%ng
Insanely
Great
Customers
Objec%ve:
Iden%fy
Touch
Points
for
Innova%on
That
Deliver
Breakthrough
Business
Value.
.
.
to
the
end
customer
and
to
your
company!
Go
for
Insanely
Great
:
No
Plan
B
101. Crea%ng
Insanely
Great
Customers
Business
Value
Created?
If
you
aren’t
measuring
and
valida%ng
the
customer
and
business
value
your
ini%a%ves
are
delivering
con%nually
.
.
.
They
probably
aren’t!
103. Crea%ng
Insanely
Great
Customers
Planning
Accelera%on
Discovery
Implementa%on
Explore
Op%ons
Evaluate
Solu%ons
Internal
Buy
In
Business
Case
Validate
Value
Expand
Use
Refer
Deploy
Solu%on
Status
Quo
Trigger
Point
Purchase
Crea%ng
and
sustaining
an
Insanely
Great
Customer
Journey
means
con%nually
learning
and
innova%ng.
.
.
You
are
never
done!
104. Crea%ng
Insanely
Great
Customers
1. We
have
to
do
this
2. Team
3. Vision
4. Customer
5. Every
touch
point
counts
6. Outcome
Based
Metrics
7. Objec%ve
SWOT
Analysis
8. Get
Agile!
9. K.I.S.S
10. Validate
Value
11. Start
Over
Summary
Validate
Value
Expand
Deploy
Solu%on
Explore
Op%ons
Evaluate
Solu%ons
Status
Quo
Trigger
Point
Internal
Buy
In
Business
Case
Purchase
Refer
105. Crea%ng
Insanely
Great
Customers
Summary
Though
designing
and
managing
all
of
this
is
complex,
don’t
loose
sight
of
the
goal
.
.
.
Delivering
an
Insanely
Great
Experience!