Lithium Takes a Stand on Customer Experience Hype

The echo chamber on customer experience is so loud it almost drowns out any creative thought you might have floating in your head. It’s coming from all corners with everyone jumping on the bandwagon.  As companies grapple with what it means, if it’s relevant for them and how the heck to get started, B2B technology vendors are circling like beasts eyeing a herd on the savannah..... Read the full article on Forbes.

Sales and Marketing Alignment Begins With Your Customer

50 percent of B2B sales staff keep missing their quotas. It’s a problem as old as business itself.  The culprit, according to sales, is the quality and volume of leads from marketing. The marketing department may be quick to snap back that sales is ignoring their leads or not trying hard enough to close them.  When the squabbling causes the revenue pipeline to become even more unpredictable, that gets the CEO’s attention..... Read the full article on Forbes.

Should Sales Own Customer Experience?

Closing deals and driving revenue has been at the top of the agenda since the dawn of commerce. However, the sense of urgency and bewilderment about how to grow a company is at an all time high. As I recently blogged,experiments with Chief Revenue Officers have largely failed  with the burden for revenue falling, historically, most heavily on sales, even if sometimes unfairly...... Read the full article on Forbes.

Customer-Centric Messaging JIT for Sales Kick-Off

It’s three weeks before annual Sales Kick Off event and there’s grumbling in the hallways about marketing’s messaging. It just doesn’t seem to work and wouldn’t it be nice if more effective messaging could be shared with the sales team at Kick Off. It doesn’t really matter if the conclusion that the current messaging is wrong was reached by sales, marketing or management. L ikewise, arguing that the messaging is correct is both fruitless and a political blunder... Read the full article on Forbes.

Why Customer Loyalty Is Hard

Wrapping your business around the customer has been a core business principle since before Adam Smith wrote the “Wealth of Nations” in 1776. Yet every year, there are new technologies, theories, and business models that promise to get a company closer to its customer, as if customer alignment had just been discovered for the first time. Do we really need new-fangled ways of solving the problem, when many companies have performed well at customer alignment for centuries?... Read the full article on Forbes.