by jacksonSpencer | Sep 21, 2018 | Blog
Janet speaks to Christina Nichman of Savvy Business Radio… The importance of innovation on business success is undeniable. Innovative organizations significantly outperform other organizations. At the root of their ability to innovate is curiosity. Listen to...
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....
by Janet Gerhard | Oct 5, 2017 | Blog
According to just-released research from Accenture, complex customer buying journeys and disconnected channel partner networks are preventing B2B companies from delivering the personalized customer experiences that drive loyalty and growth. ‘B2B Customer Experience...
by Janet Gerhard | Sep 30, 2017 | Blog
It’s been a dramatic last 10 years for B2B sales teams. What worked a decade ago now makes modern buyers run for the hills. B2B sales cycles have changed. Salespeople and buyers have a new relationship with one another, and it has directly impacted the sales process....
by Janet Gerhard | Jul 20, 2016 | Blog
Kill the WOW and be Effortless Instead… What is the most important question hoteliers should be asking themselves as they weigh how to differentiate in a sea of sameness? Most would think it’s about customer satisfaction. Many would drill down into issues...
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