by Janet Gerhard | Jan 12, 2018 | Blog
Among Forrester’s just released 2018 customer experience predictions is its belief that B2B firms will move from “just selling” to customer success management (CSM). It is their contention that CSM practitioners earn trust by strengthening CX management maturity...
by Janet Gerhard | Dec 22, 2017 | Blog
In 2013 Walker released a forward-thinking view of B2B customer experience in the year 2020. Now, four years later Walker’s follow-up report, Customers 2020: A Progress Report, set out to gauge what customer expectations and trends are still relevant as 2020...
by Janet Gerhard | Nov 23, 2017 | Blog, Videos
Janet’s take on some of the confusion that organizations make in the lexicon they use and what the leading indicator of change is vs. “results” as the lagging indicator of change....
by Janet Gerhard | Nov 23, 2017 | Blog, Videos
Janet discusses the moment when her customers started behaving differently — mentioning the increasing complexity in the sales process — requiring a new approach for...
by Janet Gerhard | Nov 22, 2017 | Blog, Videos
“Sellers will spend an equal amount of time devoted to their worst opportunities and they will to their best opportunities,” states Janet Gerhard at a conference of sales executives. Learn how to break this type of thinking....
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