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jonerp : journey   6

The Salesforce MBA: What We Learned with FinancialForce, Twilio, StitchFix (Video + Transcript)
"We were very happy to have the Salesforce “Mafia,” consisting of four executives–three who have since moved onto their next ventures–on the Strategy Stage so they could discuss some important lessons learned from being a part of the 19-year-old SaaS powerhouse."
business  startup  lessons  case  studies  hiring  &  operations  retention  metrics  saastr  annual  sessions  the  journey  video 
january 2018 by jonerp
73% Are Using Internet Of Things Data To Improve Their Business - by @louiscolumbus
"73% Are Using Internet Of Things Data To Improve Their Business. The data and insights gained from IoT are most often used for improving product quality or performance (47%), improving decision-making (46%) and lowering operational costs (45%). Improving or creating new customer relationships (44%) and reducing maintenance or downtime (42%) are also strategic areas where IoT is making a contribution today according to the Cisco study."
featured  posts  technology  software  and  best  practices  breakthroughs  cisco  internet  of  things  (iot)  study  cloud  computing  forecast  iot  louis  columbus'  blog  the  journey  to  value:  challenges 
july 2017 by jonerp
Four attributes of customer loyalty - by @denispombriant
"What strikes me immediately is that only two of these attributes are purely or largely technological (1 and 4) while the others are decidedly organized as human mediated processes . This strongly suggests that we can’t simply throw technology at the problem to make it go away. Moreover, the human mediated parts require a good deal of high-level thought to pull off. But this is getting too far ahead. The first item is automation and it deserves full examination."
trends  &  concepts  automation  contextual  interaction  crm  journey  mapping  moments  of  truth  proactive  personalization 
july 2016 by jonerp
Two Layer CX - by @denispombriant
"Even with advanced, intelligent systems, some customers will still need to speak with you or otherwise interact directly (via chat, email, social) with a human. How easy we make that transition says a lot about how we deal with the second tier of CX"
crm  customer  experience  journey  cx  map  oracle 
november 2015 by jonerp
Situational Awareness is Key to Tech Sales Success - by @barnes_hank
"As Gartner continues to explore The Future of IT Sales, one thing became has become increasingly clear. Continued focus on methodology du jours (Challenger Selling, Social Selling, Value Selling, Power Selling, etc.) is missing the point. Continued focus on sales processes that seek to give management a better view of activity, progress and pipeline is also missing the point."
future  of  sales  go-to-market  customer  buying  cycle  journey  situational  selling 
october 2015 by jonerp
Getting Lost on the Customer Journey - by @barnes_hank
"I’m a big believer, as most of you know, in Customer Experience. But I have to admit that I struggle to fully understand Customer Journey Mapping. This jumped to the front of my mind after reading a great post from Esteban Kolsky on the topic. Esteban captured many of my concerns with journey mapping in his post. I’ll likely reiterate some of them here (apologies in advance if I repeat you in any way, Esteban)—but from what I hope will be a different perspective."
future  of  sales  go-to-market  customer  journey  marketing 
august 2015 by jonerp

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