Customer Exprerience presentation called "How to turn your customers into your sales team' by Iven Frangi - April 09. Contact Iven to speak or coach you in customer experience creation and installation in your business. iven@cxm.com.au
Sales teams have the potential to do great work.
Most sales teams do not devote enough energy to meeting dynamics and process awareness. The skills related to this are critical components of effective teamwork, collaboration and innovation, both internally and externally. Innovative Team Selling places the focus squarely on what will actually make team selling work within organizations large and small. It outlines how to help your teams master new skills in five specific categories: interpersonal, communication, presentation, problem solving, and facilitation. Author Eric Baron also explores the challenging issue of leveraging resources to develop innovative solutions for clients in order to compete effectively in a globalized economy.
•Offers actionable strategies and techniques to improve collaboration, innovation and team processes
•Demonstrates how to put the right members on the sales call, and how to leverage their expertise before, during and after the call
•Explores in depth how teams can work effectively on a day-day-day basis to outperform their competition
•Author Eric Baron is founder of The Baron Group and is a highly acclaimed public speaker and has spoken to hundreds of organizations, trade associations and industry groups throughout his career; he is also an adjunct professor at Columbia Business School where he teaches his very popular course, Entrepreneurial Selling Skills to second year MBAs
Innovative Team Selling shows you how to lead and participate in teams that work together effectively; strategize prior to the client meetings; make successful team sales calls; and debrief honestly to determine how to learn and grow from the experience.
Please visit www.InnovativeTeamSelling.com to learn more about Eric Baron's Latest book, and download/purchase online Innovative Team Selling!
Changing Sales Force Behavior To Achieve High PerformanceAmitai Givertz
Slides from an AMG Executive Briefing that revisits "Changing Sales Force Behavior to Achieve High Performance" originally published by Accenture in September, 2003
Sales teams have the potential to do great work.
Most sales teams do not devote enough energy to meeting dynamics and process awareness. The skills related to this are critical components of effective teamwork, collaboration and innovation, both internally and externally. Innovative Team Selling places the focus squarely on what will actually make team selling work within organizations large and small. It outlines how to help your teams master new skills in five specific categories: interpersonal, communication, presentation, problem solving, and facilitation. Author Eric Baron also explores the challenging issue of leveraging resources to develop innovative solutions for clients in order to compete effectively in a globalized economy.
•Offers actionable strategies and techniques to improve collaboration, innovation and team processes
•Demonstrates how to put the right members on the sales call, and how to leverage their expertise before, during and after the call
•Explores in depth how teams can work effectively on a day-day-day basis to outperform their competition
•Author Eric Baron is founder of The Baron Group and is a highly acclaimed public speaker and has spoken to hundreds of organizations, trade associations and industry groups throughout his career; he is also an adjunct professor at Columbia Business School where he teaches his very popular course, Entrepreneurial Selling Skills to second year MBAs
Innovative Team Selling shows you how to lead and participate in teams that work together effectively; strategize prior to the client meetings; make successful team sales calls; and debrief honestly to determine how to learn and grow from the experience.
Please visit www.InnovativeTeamSelling.com to learn more about Eric Baron's Latest book, and download/purchase online Innovative Team Selling!
Changing Sales Force Behavior To Achieve High PerformanceAmitai Givertz
Slides from an AMG Executive Briefing that revisits "Changing Sales Force Behavior to Achieve High Performance" originally published by Accenture in September, 2003
This is an overview of a webinar sponsored by the EcSell Institute and LucidEra. It focuses on the 6 Pillars of Sales Productivity and the importance of measurement to sales success in this difficult economy.
Our 3 steps to success assists commercial organizations in successfully upgrading their sales force. We help increase sales efficiency and effectiveness.
Sales Manager’s Guidebook Volume 2 - Leading & Motivating Your Sales TeamSean McPheat
The Sales Manager's Guidebook contains all the information you will need to become a top performing sales manager.
Volume 2 will teach you…
- How to develop your leadership skills
- How to motivate team members
- How to set standards of performance
- How to manage team discipline
- How to build and develop your team
Research and feedback has indicated that Solution Providers want to become better leaders and managers, especially as they transform into cloud and online services. Managing costs, sales effectiveness, and execution are more critical in a cloud focused practice than the traditional on premise business model. This session was crafted to support accelerated leadership within the Solution Provider community:
• Sales Manager’s guideline to optimize sales meetings
• First time sales management training tips
• How to manage your sales manager!
• Leadership vs management-know the difference
• Utilizing emotional intelligence to help guide your sales team
• What ratio managers are measuring now
• 5 ideas to increase the sales professionalism of your team
http://www.ingrammicrocloud.com
Top 12 tips for driving consistent sales growthIBG-World
Simon has over 25 years’ proven international management, sales, business development and strategy experience with particular emphasis on new business start up, growth and acquisition
Sales Leadership In Lean Economic Times Ernie Young
Many organizations have been in a befuddled panic in this recessed market, but the secret to business survival and growth has not changed. The stakes for ignoring it, however, are much higher now. I gave this presentation to an invited business audience at The Russ Berrie Institute for Professional Sales at William Paterson University, Wayne, NJ, 8/4/2009.
The first in a series of sales leadership presentations. This presentation discusses the importance of a sales process and what a sales process really is.
Technical: Ability to use knowledge, methods, techniques for performance of specific tasks acquired form experience, education and training
Human Skill: Ability and judgement in working with and through people, including an understanding of motivation and an application of effective leadership
Conceptual skill: Ability to get the big picture and how one’s role fits into overall scheme of things. This knowledge permits acting to overall objectives of organization rather than only the basis of the goals and needs of one’s own immediate group.
Leaders who often have essential skills of leader and essential qualities of a leader are great leaders. There are few crucial skills of leadership that are also essential elements of leadership. To get a detailed note visit, https://www.yatharthmarketing.com/essential-skills-of-leadership/
This is an overview of a webinar sponsored by the EcSell Institute and LucidEra. It focuses on the 6 Pillars of Sales Productivity and the importance of measurement to sales success in this difficult economy.
Our 3 steps to success assists commercial organizations in successfully upgrading their sales force. We help increase sales efficiency and effectiveness.
Sales Manager’s Guidebook Volume 2 - Leading & Motivating Your Sales TeamSean McPheat
The Sales Manager's Guidebook contains all the information you will need to become a top performing sales manager.
Volume 2 will teach you…
- How to develop your leadership skills
- How to motivate team members
- How to set standards of performance
- How to manage team discipline
- How to build and develop your team
Research and feedback has indicated that Solution Providers want to become better leaders and managers, especially as they transform into cloud and online services. Managing costs, sales effectiveness, and execution are more critical in a cloud focused practice than the traditional on premise business model. This session was crafted to support accelerated leadership within the Solution Provider community:
• Sales Manager’s guideline to optimize sales meetings
• First time sales management training tips
• How to manage your sales manager!
• Leadership vs management-know the difference
• Utilizing emotional intelligence to help guide your sales team
• What ratio managers are measuring now
• 5 ideas to increase the sales professionalism of your team
http://www.ingrammicrocloud.com
Top 12 tips for driving consistent sales growthIBG-World
Simon has over 25 years’ proven international management, sales, business development and strategy experience with particular emphasis on new business start up, growth and acquisition
Sales Leadership In Lean Economic Times Ernie Young
Many organizations have been in a befuddled panic in this recessed market, but the secret to business survival and growth has not changed. The stakes for ignoring it, however, are much higher now. I gave this presentation to an invited business audience at The Russ Berrie Institute for Professional Sales at William Paterson University, Wayne, NJ, 8/4/2009.
The first in a series of sales leadership presentations. This presentation discusses the importance of a sales process and what a sales process really is.
Technical: Ability to use knowledge, methods, techniques for performance of specific tasks acquired form experience, education and training
Human Skill: Ability and judgement in working with and through people, including an understanding of motivation and an application of effective leadership
Conceptual skill: Ability to get the big picture and how one’s role fits into overall scheme of things. This knowledge permits acting to overall objectives of organization rather than only the basis of the goals and needs of one’s own immediate group.
Leaders who often have essential skills of leader and essential qualities of a leader are great leaders. There are few crucial skills of leadership that are also essential elements of leadership. To get a detailed note visit, https://www.yatharthmarketing.com/essential-skills-of-leadership/
7 Popular Ways To Motivate Your Sales TeamSharon Newey
7 Popular Ways To Motivate Your Sales Team
Motivation. It's talked about a lot in sales and leadership.
Can you really motivate another person?
Find out the answer and what is important for you to do as a sales manager when it comes to the topic of "motivation"
Need a little help to inspire your team? Whether it's your office, your youth group, your classroom, your executive staff or just for yourself - Fun Team Building is here to help. We're providing you with 52 inspirational, and motivational quotes to help you get through the year.
Everyday can be a challenge, but you can get through it. When you're looking for a few words to help inspire you, check back to see what we're featuring for this week. And feel free to share with us, your favorite motivational quote - we'll share it with the rest of our audience and team!
Team Building PowerPoint Slides include topics such as: why teams work, building a team, reasons to create teams, structuring your team, developing effective teams, five intrinsic elements of teams, four stages of team development, team behaviors, team roles, 18 group building behaviors, overcoming common obstacles, responsibilities for team leadership, evaluating team performance, viewing the top teams, how to's and more. Slides can easily be tailored to your specific needs (make handouts, create overheads and use them with an LCD projector) and are available for license. 100+ PowerPoint presentation content slides. Each slide includes slide transitions, clipart and animation. System & Software Requirements: IBM or MAC and PowerPoint 97 or higher. Royalty Free - Use Them Over and Over Again. Once purchased, download instructions will be sent to you via email. (PC and MAC Compatible).
Consumer Behavior: Income and Substitution Effects
The Consumer’s Reaction to a Change in Income
Engel Curve or Engel’s Law
The Consumer’s Reaction to a Change in Price
The Consumer’s Demand Function
Cobb-Douglas Utility Function
The Slutsky Substitution Effect
The Hicks substitution effect
Vertex | Customer Managerment Outsourcing | OverviewVertex Group
Enhancing business value, improving the customer experience
Your success relies on your customers, which is why we use our expertise, experience, and proven methods to improve your organization’s effectiveness. Whatever the economic climate, we manage the ongoing evolution of your customers’ experience, making your relationships successful and long-term.
Vertex helps you turn your customer interactions into insight, addressing three key areas in customer experience management: resolving customer contacts to create real value, analyzing transactions that don’t add value, and continually improving service effectiveness and efficiency.
CASRO Client Conference - The Practical Application of a CUSTOMER EXPERIENCE Program
Contact me to explore design, development & implementation of similar program for your Firm or Clients.
Slides used in 2 hour introductory workshop to explain to team members in an accounting firm what The Paradox™ Process is, how it will help the firm work more closely with clients, and how team members, the firm and its clients will benefit as a result. The slides are graphical, not wordy. For more information on the content delivered during the workshop please email michael [dot] carter [at] businessfitness [dot] net.
Achieving Dialogue In The Age Of The Omni-Channel CustomerG3 Communications
"Blast" marketing strategies of the past are no longer sufficient to engage today's customers and foster loyalty. Typical campaign response rates have plummeted while customer opt-out rates have ascended, limiting your ability to converse with even your most valuable customers. New automated dialogue strategies can help retailers create a seamless experience across all channels and engage with each of their customers as individuals, connecting every customer communication - outbound, inbound, marketing, sales or service - into an ongoing dialogue where customer insight and understanding forms the basis for each and every interaction.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
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This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
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B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
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How to Turn Your Customers into your sales team - TEC 401
1. ‘How to turn your customers
into your sales team’
TEC 401 Iven Frangi Dip Mktg, CSP
Customer Xperience Management
April 30 2009
Tamworth p. 61 2 9908 3333 | m. 0414 553333 | e. iven@cxm.com.au | www.cxm.com.au
5. satisfaction is not enough
62%
of all satisfied customers never
‣
repurchase from the same supplier
(Harvard Graduate School)
95% of brand awareness advertising does
‣
not work
(CEO Chiat Day)
4 out of 5 sales in any category of business
‣
is driven by word of mouth.
6.
7. today
• look at CX in business
• how to listen to your customers in real time
• how to get your customers to become advocates
• the steps to take to install CX in your business
• some tools you can use easily and inexpensively
• leave with things you can do tomorrow
8. defining the terms
what a
customer what a
customer
= - customer
satisfaction perceives they
expects
get
what a what a
customer
= -
customer customer
sacrifice wants settles for
what a what a
customer
: company company
experience delivers has promised
19. whose shoes?
“stop thinking like an seller -
start thinking like a customer”
20.
21. In a down economy
•risk is avoided at all costs
•the known supersedes the
unknown
•management retreats to
fail safes.
22. is CX profitable?
Harris Interactive
Customer Experience Report 2008
23. why bother?
“Using data from nearly 4,700 consumer surveys, Forrester
examined the correlation between the customer experiences
delivered by more than 100 US firms and the loyalty of their
customers
Our analysis shows that good customer experience correlates
to consumers' willingness to repurchase, reluctance to switch,
and likelihood to recommend firms across all 12 industries we
examined.” Forrester Research Feb 09
32. leads
prospects
CXM
presentations
pending
sales
sale
hourglass
clients
mgc
mvc
BML study to change the
customers experience
33. it’s about knowing
• who’s responsible for the VOC management?
• what are you/do you want to be famous for?
• what experiences will enhance that fame?
• is there a published customer recovery plan?
• can you hear the VO your C?
34. the 4D map
decide what cx you want to create
define what cx will support your decision
design the steps and stages of your cx
deliver do it, observe, review, re-decide
35. 4 D process
decide define
what customer
values
design
deliver
feedback loop
35
36. Consistency with Global Sales Processes
The Toyota Internal CXM Path
Deliver
Decide Define Design
Deliver Install
Integrate
Experience Experience Experience
Evaluate Experience CXM
Engagement
Audit Drivers Pledge
Messages Metrics
Programs
• hard & soft
• visit
• existing • create ‘Pledge’ • Top Team • staged roll • behaviour
dierentiators
departments
data • evaluate • Managers out as maps/KPI’s
• CX Themes
• CX
programs current • Internal sta decided • NPS
observations awareness • Service sta • train • selected CX
• Suppliers advocates measures
Check
Metrics
back to Decide Senior/
Department
Mgrs
• behaviour
clues
• NPS • behaviour clues
• evaluate • NPS
awareness
37. the cxm mantra
“Give people an experience they can’t get anywhere else
and they won’t go anywhere else”
Iven Frangi
39. plumbers
maker
brag
cleans up
pay when
choose
happy
on time
follow
time
up call
explains
suits completes
use account
receptionist you job
tolerate
can’t no follow
big bill
contact turns up up
plumber not
late
needs extra
dislike happy
inconvenient equipment leaves a
appointment
mess
hate
breaker
45. “We will closely match a team of our
highly-skilled and rigorously selected
Mystery Shoppers with the type of
customer that you serve and supply them
with a detailed briefing document and
questionnaire to ensure that all your key
issues are addressed.
The research may be undertaken through
a single service or, increasingly, across a
number of services to ensure that an
overall picture emerges.”
51. hard v soft differentiators
Greeting the customer
✓
Courtesy, amiability
✓
Helpfulness and availability of your staff
✓
Staffs attention and eagerness to satisfy the customers needs
✓
Technical knowledge of your staff
✓
Commercial performances and complimentary sales
✓
Respect of decoration, display and equipment standards
✓
Atmosphere and special sales operations in the retail premises
✓
Your business accessibility and business hours
✓
Cleanliness, hygiene and order
✓
Quality of after-sales service
✓
Treatment of complaints and dissatisfaction
✓
52. outcomes
s, ‣ Measuring customer experience (at the unit level) drives loyalty
,
‣ Measuring employee performance improves employee satisfaction and
productivity for delivering the customer experience
‣ Measurement must be an ongoing, continuous process. (Take a movie,
not a snapshot)
at
‣ Feedback should be real-time. (Not stale reports, filtered by a third
d party)
‣ Customers and staff can be your best source of innovative ideas.
‣ Money spent on CXM reaps 3 - 7 times investment.
s.
r ‣ Turn your customers into your mystery shoppers
f
53. “the CX steps”
• evaluate what’s happening now - observation, CXM Audit, VOC tools
• apply the 4D criteria to decide the new culture
• map the steps for the culture change including the Customer Pledge and the
behaviour templates
• install the CX upgrades using the CX Advocate teams and the CX and business
metrics
• evaluate the 4D criteria and repeat
• celebrate with the whole team, the customers and your accountant
63. car dealer
significant
brag
Mercedes Express
what
choose
people
value sales person or marketing offer
brag use
style or type of vehicle
not significant
65. @ your business
significant high
brag
Why would people brag about us?
what
advocacy
choose
people
value
Why would people choose us?
use
not significant low
Why would people use us
product/service
commodity differentiated
66.
67.
68.
69.
70. new jobs
Customer Experience Manager
Financial Services
Newport, UK
The Company Our Client, a dynamic financial services organisation are looking for a
Customer Experience Manager
The Role
This role is a Group Function to maximise the Customer Experience across all Group
companies to improve customer product penetration and increase profits. This is a new
role that requires a self motivated individual that is sales driven to improve the customer
experience, across multiple brands, to enable increased sales and ensure requirements
of compliance are adhered to. Day to day management of Customer related Operations,
to ensure: FSA compliance including Treating the Customer Fairly Effective Reporting of
Customer Experience across all departments; Correct utilisation of tools for on off line
and customer experience Effective Management of Complaints Quality Monitoring is
efficient and effective Development and implementation of above systems to improve
the customer experience and Group profitability.
72. Customer Conversation Eavesdrop
Customers don’t always give us information where
and when we want it they just transmit. Listen in
and learn about your business.
Live Line - Real Time Customer Feedback
Give customers an opportunity to tell think about their
experience of your business, when they think it - 24/7.
Customer Xperience Audit
Quickly and easily see the map of the gap between
what your customers want and and what you
promise. Processes, procedures, people and profits.
Inside - Out Innovation
Let the people that do the job improve the job.
The 4 D principles applied to your business by
your people.
73.
74. ‘How to turn your customers
into your sales team’
TEC 401 Iven Frangi Dip Mktg, CSP
Customer Xperience Management
April 30 2009
Tamworth p. 61 2 9908 3333 | m. 0414 553333 | e. iven@cxm.com.au | www.cxm.com.au