Advanced Tactics for Planning & Executing an Executive Business Review
|
|
- Warren Richardson
- 6 years ago
- Views:
Transcription
1 Advanced Tactics for Planning & Executing an Executive Business Review Allie Day Leadspace Nick Sorensen Prosper Healthcare Lending Tracy Schreiber Dude Solutions
2 Advanced Tactics for Planning & Executing an Executive Business Review What s the purpose of an EBR?
3 The Purpose of our EBRs Our definition: doctor on the call Purpose Change customer behavior How Address concerns or risk Secure an advocate Build value Learning Teaching Inviting Following-up
4 Account Reviews at Dude Solutions What s the Point? Ensure customers are getting the most possible value out of their investment in Dude Solutions Offer customers new ideas on how their operations can be even more successful Secure the renewal Uncover upsell opportunities Keep and grow customers
5 Purpose of an EBR at Leadspace Strengthen the relationship and partnership with our customers. Establish ourselves as Trusted Advisors Land value and ROI, specifically with the Executive buyer Confirm the customers Joint Success Criteria for the upcoming engagement period Identify potential opportunities to expand the relationship i.e. product upsell or ways to adjust the engagement to add more value Have a direct conversation with the customer regarding their satisfaction with the service and partnership to avoid any surprises come renewal Copyright E.G. Insight. All Rights Reserved
6 Advanced Tactics for Planning & Executing an Executive Business Review Describe your process for preparing for EBRs
7 EBR Preparation Should Be Focused on Building the Proper Story Determine the state of the account and develop the proper messaging/story Ensure that Executives are in attendance from both sides Prepare our Executive with an Executive Brief Who is who on the customer team Summary of wins Summary of challenges Key messages to land Review the content with your customer champion in advance to test your story and get their buy-in and input For strategic customers have an internal prep session to finalize content and agree on roles & responsibilities for the session Agree on the main message and STORY you are trying to tell
8 Preparing for an EBR Varies by Tier Begin with the end in mind Do your homework especially if you are an exec. joining Review CTAs, usage trends, and invitations from prior EBR What successes can we celebrate? What challenges or concerns do we need to address? (recent NPS response) What invitations will you be giving on this call? What is the point? What does the customer need to change? Solid agenda with a hook Ideally with questions for the customer to consider prior to call Presentation that doesn t feel like a template
9 Preparing for Account Reviews Dig! Scorecard: Renewal date, $ARR, healthscore, open implementations, open sales opportunties, open support cases, last contact KPIs: In-application usage data that shows how they are doing and how they compare to their peers Success Plan: Created at beginning of onboarding; what were their goals and objectives when they first became a customer, and what have they accomplished? Contacts: Who are the decision-makers and the implementation team?
10 Advanced Tactics for Planning & Executing an Executive Business Review How do you differentiate your approach by customer tier or segment?
11 Engagement Model by Tier: Our Concept Tier 1 Tier 2 Tier 3 Quarterly account reviews Onsite visit possible High level of personal touch Semi-annual account review Help with user adoption Other proactive & reactive CSM help Supplemented by automated marketing Automated marketing campaigns - nurture & drip CSM primarily reactive to at-risk clients Some level of personal touch available
12 Engagement by Tier: the Reality Tier 1 Quarterly (or fewer) account reviews Challenge: how to keep adding value Tier 2 Semi-annual (or fewer) account reviews Tier 3 Large volume of small customers Prioritize outreach by renewal date, potential upsell opportunities Talk to the customers who want to talk to us!
13 Tiered approach Tier 1: Monthly or quarterly EBR Annual or semi-annual on-site EBR Most of our EBRs happen here (vs. QBRs) Tier 2: Quarterly QBR (semi-annual or annual EBR) Tier 3: Annual QBRs Targeted high-performers get the QBRs Mainly communication
14 Tiered approach Tier 1: Personalized presentation Customized KPIs, benchmarks, data analysis Executive participation from our side Tier 2: Template presentation with a few customizations Tier 3: Template presentation or
15 Advanced Tactics for Planning & Executing an Executive Business Review What do you cover in an EBR? What are the key elements to include?
16 What do you cover in an EBR? Define success Product updates and roadmap Follow-up: invitations, usage, benchmarks Discuss key wins since last touch point NPS response (if any) or concerns raised Challenge the customer Teach and share insights/best practices Address complaints or roadblocks using data Set new goals by giving invitations (Plan for Success) Key customers: add a little Dazzle
17 What do we cover in an EBR? Two-way strategic conversation focused on: 1. Why they should be excited about Leadspace 2. Confirming their business goals and objectives 3. Outcomes 4. Opportunities 5. Actionable Next Steps
18 Account Reviews at Dude Solutions What We Cover Partnership: How has your partnership with Dude Solutions been serving you? Usage: How are things going with your implementation? Are your users adopting and seeing value? Areas for Improvement: Going forward, how can we meet and exceed your expectations? Coming Soon: What s next that you might be interested in?
19 Advanced Tactics for Planning & Executing an Executive Business Review What s your secret sauce? Is there a gamechanger you ve discovered?
20 Our Secret Sauce: Be Honest About the Customer Situation Do not wait to have an EBR until you have a happy customer. Determine the type of conversation you need to have based on the customer situation: 1. Customer is happy with the partnership and can clearly point to ROI 2. Customer is happy with the partnership but can NOT clearly point to ROI 3. Customer is unhappy with the partnership If #1 or #3 you will still want to review the progress to date and outcome but will need to spend more time focusing on opportunities, recommendations and next steps. In #2 you should follow the standard template with significant emphasis on outcomes and ROI. In all scenarios you should look to involve your customer champion in the prep and presentation as best you can.
21 Our Secret Sauce Peer Networking: customers talking to customers
22 Game-changer Have the main point of contact present the KPIs to the executive(s)
23 Advanced Tactics for Planning & Executing an Executive Business Review What s in it for the customer? How do you get customers to want the meeting and drive executive participation?
24 What s In It for the Customer? Industry-specific best practice guidance Benchmarking of their performance compared to peers nationwide Recognition of their success Showcase the impact they re making intheir institution and community Help justify staff, resources, customer service, responsiveness and team productivity Highlight oppoortunties for improvement Illustrate the value of their Dude Solutions investment Personal professional development Compare themselves to the average user or to the Campus Champions that consistently perform in the top 20% of all users
25 Driving Executive Participation CSM relationship is primarily with the customer decision-maker Engagement team has relationship with the customer implementers Customer decision-makers sometimes out of touch with implementers Lack of buy-in from decision-maker puts account at risk Account review can inform decision maker what s happening Don t ever check in every call should have a purpose and bring value
26 How do you get them to want the meeting? Remember: meetings are disliked Deliver value the very first (and every) EBR Don t do it if you won t deliver value Get creative in order to secure executive participation Break up the meeting into timed segments Send something in the mail to pave the way
27 How do you get them to want the meeting? Poor Hi Nick, it has been 90 days since we last spoke so we should probably have an EBR. Let me know what day would work best and I will set something up. Better Hi Nick, your team has been patiently waiting for several product enhancements and I just received some information related to the release timeline for these features! I put together a quick presentation about these enhancements and how they will positively impact your business. I would like to review this brief presentation in addition to your account usage on a call in the next two weeks with you and your VP. This will also be a great opportunity for you to give feedback on result of the actions we took since our last call. Please let me know which of the following three times would work best for you both. I m confident you ll find this call will be well worth your time. Best Schedule your next EBR at the end of your current EBR.
28 Landing the EBR as a Strategic Session What s in it for the customer? 1. An opportunity to step-back from the day-to-day and have a strategic conversation focused on outcome and ROI 2. Ability to candidly share feedback and expectations regarding the partnership 3. An opportunity to learn more about their partner and our product roadmap 4. An opportunity to receive recommendations from a trusted advisor How do we drive engagement? 1. Set the expectation regarding EBRs (occurrence and frequency) at the time of on-boarding/kick-off 2. Schedule sessions in advance to ensure coordination across busy schedules 3. Have the invite come from the Leadspace Executive 4. Include details around the agenda when scheduling special focus on reviewing progress, outcomes, and ROI
29 Advanced Tactics for Planning & Executing an Executive Business Review What s the desired outcome? And how do you track the customer s goals and objectives identified during the QBR?
30 What s the desired outcome? Customer learns something that leads to changes in behavior Solve problems together Executives aligned with users They would ve paid for that call Tracking goals and action items Post-EBR Always schedule a quick follow-up call CTA notes Success Plans
31 The EBR Should Drive Customer Maturity The Account Management Team should have a clear sense of the client s satisfaction and likelihood to renew The Customer should understand the value our partnership has delivered and be able to articulate it within the organization Both teams should have agreement on the goals going forward and a clear understanding of the next steps needed to take things to the next level
32 Leveraging Gainsight to Track Progress Track clients goals and objectives in a custom field under the Attributes section of Gainsight. This is updated following every EBR Notes are taken and sent to the Account Team via the Gainsight Chatter plug-in A CTA is created with specific tasks and assigned to the appropriate team member to follow-up on agreed action items/ next steps Will be implementing Success Plans to manage success criteria and overall account strategy in Q3
33 What s the Desired Outcome? Customers who are: Engaged Informed Empowered by data Inspired to do more On track with their success plan
34 Keeping Track of Customer Goals & Objectives Success Plan created at beginning of customer lifecycle Ensures proper knowledge transfer from Sales Reviewed with customer in kickoff call to ensure we are all on the same page Implementation team updates Success Plan throughout onboarding Ensures knowledge transfer to Customer Success when project complete CSM refers to and updates Success Plan before, during, and after each Account Review If it s not in Salesforce it didn t happen!
35 Advanced Tactics for Planning & Executing an Executive Business Review Questions?
Measuring & Communicating the Value of Customer Success to the Rest of the Business
Measuring & Communicating the Value of Customer Success to the Rest of the Business Dana Polyak Director, Client Advocacy Addepar Luke Quanstrom VP, Client Success Sprinklr Aaron Brinker Sr. Director,
More informationSatisfaction Survey Checklist for Accounting Firms. What your firm needs to win at every stage of the survey process
Satisfaction Survey Checklist for Accounting Firms What your firm needs to win at every stage of the survey process INTRODUCTION Here s an idea that won t surprise you: client retention is a key driver
More informationMake engaging performance conversations a reality
Make engaging performance conversations a reality Ranked #1 in Customer Satisfaction by Performance Management COACH Halogen is a natural fit in terms of making performance management more powerful for
More informationNew to Customer Success Automation?
New to Customer Success Automation? 15 ideas to get started Customer Success teams contend with a long customer lifecycle: from onboarding to engagement to renewal to advocacy. Customer success automation
More informationTRACKING, REPORTING, AND ACTING ON AT-RISK ACCOUNTS
TRACKING, REPORTING, AND ACTING ON AT-RISK ACCOUNTS Allison Pickens VP Customer Success Gainsight Nick Sorensen Senior Director, Healthcare Operations Prosper Healthcare Lending Agenda Introduction to
More informationTHE POWER OF PURPOSE. In Customer Success. WENDI STURGIS Chief Customer Officer Yext Gainsight. All Rights Reserved.
Gainsight. All Rights Reserved. THE POWER OF PURPOSE In Customer Success WENDI STURGIS Chief Customer Officer Yext Gainsight. All Rights Reserved. Gainsight. All Rights Reserved. COMPANY Gainsight. All
More informationThe Definitive Guide to Employee Advocate Marketing A SEVEN STEP GUIDE TO ENSURE SUCCESS
The Definitive Guide to Employee Advocate Marketing A SEVEN STEP GUIDE TO ENSURE SUCCESS The Definitive Guide to Employee Advocate Marketing A 7 STEP GUIDE TO ENSURE SUCCESS Overview Step 1: Make Your
More informationExpert Reference Series of White Papers. ITIL Implementation: Where to Begin
Expert Reference Series of White Papers ITIL Implementation: Where to Begin 1-800-COURSES www.globalknowledge.com ITIL Implementation: Where to Begin Michael Caruso, PMP, DPSM Introduction The Information
More informationCommuniGator. Lead Nurturing. Best Practices
CommuniGator Lead Nurturing Best Practices Lead nurturing best practices With the B2B marketers taking on more of the lead nurturing process, we decided to take a look at the tools and techniques that
More informationHow to Sell Marketing Automation to Executives
How to Sell Marketing Automation to Executives 1 MODERN MARKETING IS POWERED BY MARKETING AUTOMATION You know you can t excel at marketing using email blasts and spreadsheets. You need marketing automation.
More informationYour Business. with. Inbound Marketing
Your Business with Inbound Marketing Table of contents So What is Inbound Marketing? Is it Just a Fad? Inbound marketing in a nutshell What inbound marketing can do for your business? But is inbound marketing
More information5 Ways to Blow Away Your C-suite ABBY ATKINSON SENIOR MANAGER FIREEYE LIGHTHOUSE PROGRAM
5 Ways to Blow Away Your C-suite ABBY ATKINSON SENIOR MANAGER FIREEYE LIGHTHOUSE PROGRAM How does your C-suite view your program? Cost Center vs. Value Center Sales Reference Program Customer Testimonials
More informationDriving Success with Personalization. for B2B Tech Marketers
Driving Success with Personalization for B2B Tech Marketers Driving Success with Personalization for B2B Tech Marketers In a business-to-business environment, the individual decision makers you are targeting
More informationTHE NEW RULES OF PRODUCT MARKETING
THE NEW RULES OF PRODUCT MARKETING DAVID KEITH DANIELS The Transformation of Product Marketing from Tactical Sales Support to a Strategic Powerhouse THE NEW RULES OF PRODUCT MARKETING The Transformation
More informationSolution: Employee Rounding
What Is Employee Rounding? Dedicated time that a leader takes to talk (usually 1:1; but could be in a small group) with employees (in their department or other departments) or physicians. It is relationship
More informationMake sure to listen to this audio: as you go through this handout, to get maximum value.
Seven Steps to Fearless Marketing The Keys to Attracting more Clients with Less Struggle and Effort By Robert Middleton Action Plan Marketing 1 Make sure to listen to this audio: www.marketingball.com/tc/ftc.mp3
More informationExceptional vs. Average: What Top Leaders Do Best
Consulting Exceptional vs. Average: What Top Leaders Do Best 1 leadership drivers to move from vision to results. Exceptional vs. Average: What Top Leaders Do Best 1 leadership drivers to move from vision
More informationGuide to Creating EMPLOYEE CENTRIC INTERNAL COMMUNICATIONS
Guide to Creating EMPLOYEE CENTRIC INTERNAL COMMUNICATIONS Creating an Employee Centric Internal Communications Model Copyright 2016 Published by Environics Communications, Inc. 1101 Connecticut Avenue,
More informationCOACHING USING THE DISC REPORT
COACHING USING THE DISC REPORT TAKING THE NEXT STEP Congratulations! You ve taken the first vital step in showing that you are a champion in your organization that wants to make a difference. Your employees
More informationIntroduce ServiceNow To Your Enterprise. A practical approach
Introduce ServiceNow To Your Enterprise A practical approach Table of Contents Introduction... 3 Introducing Service Management to your Enterprise... 3 Laying the Foundation... 3 The Role of Organizational
More informationTeam Conversation Starters
Team Conversation Starters This guide is intended to help you get started during your action planning session and/or to dig deeper into understanding the feedback you receive from your employees during
More informationyour guide to boosting booth presence
BONUS STRATEGIC PLANNING WORKSHEET your guide to boosting booth presence Brand Experience Strategies for Exhibitors 2017 Freeman. All Rights Reserved. 2 Brand experience is no longer just a buzzword. It
More informationVIDEO 1: WHY IS BECOMING A TIERED PARTNER IMPORTANT?
VIDEO 1: WHY IS BECOMING A TIERED PARTNER IMPORTANT? Hi there, I m Angie from the Partner Marketing team. Welcome to Growing with the HubSpot Agency Partner Program. This is part of the Grow section of
More informationDemonstrating Positive Elearning ROI
Demonstrating Positive Elearning ROI 6 TACTICS FOR SUCCESS By Savanah Barry lynda.com www.lynda.com/industries enterprisesolutions@lynda.com How can you and your organization demonstrate positive elearning
More informationMAPP - The Marketing Action Plan Process
1 2 MAPP The Marketing Action Plan Process Accelerating Growth and Profitability Within Marketing Solutions Action Plan Marketing 210 Riverside Drive Boulder Creek, CA 95006 831-338-7790 rjm@actionplan.com
More information30 Course Bundle: Year 1. Vado Course Bundle. Year 1
30 : Year 1 Vado s 30 Year 1 Vado 1. Employee Career Aspirations Coaching Career Development 2. Communicate Clear and Concise Messages Communication Skills for Managers 3. Conflict Management Expectations
More informationMaximize success with champions
Maximize success with champions Table of Contents Identify and cultivate champions... 3 Who is a champion?... 3 The executive sponsor... 3 The platform owner... 3 The service owner... 4 Cultivating executive
More informationLand and expand why everyone s in sales
Land and expand why everyone s in sales Host: David Baars Director, Product Marketing Host: John Barney Account Executive Can I view this recording later? Yes! We ll post this webinar recording on pipelinedeals.com/classes
More informationWorkflow Planning/Implementation and Change Management. Presented By: Michelle Schneider Senior Solutions Engineer Iatric Systems
Workflow Planning/Implementation and Change Management Presented By: Michelle Schneider Senior Solutions Engineer Iatric Systems November 1, 2016 Agenda Human Behavior Organizational Behavior Outcomes
More informationPredictive Marketing: Buyer s Guide
Predictive Marketing: Buyer s Guide Index Introduction 2 About This ebook 2 The Benefits of Using a Predictive Marketing Solution 2 Recommended Steps to Making an Informed Purchase 2 Step #1: How do you
More informationMeasuring Customer Health To Drive The Right Conversations
A Forrester Consulting Thought Leadership Paper Commissioned By Gainsight May 2014 Measuring Customer Health To Drive The Right Conversations Table Of Contents Monitoring Your Customer s Health Score For
More informationMore Than. Kittens and Selfies: acebook. Works for Business
More Than Kittens and Selfies: acebook Works for Business Table of Contents Prioritize Your Business Objectives... 04 Build Your Facebook Audience... 06 Champion Value Creation: What Content To Create
More informationCALCULATING THE ROI OF LEAD NURTURING
Definitive Guide to Lead Nurturing Lead Calculating the ROI of Lead Nurturing In Part One of the Definitive Guide to Lead Nurturing, we learned the value of lead nurturing done well, and in Parts Two and
More informationThe Essential Guide to the Account Funnel
The Essential Guide to the Account Funnel Table of Contents Introduction to the Account Funnel pg. 3-8 Five Stages of the Account Funnel pg. 9-14 Account Funnel in Action»» Case Study: Plex Systems pg.
More informationVIDEO 1: WHY IS A STRATEGY PLAN IMPORTANT?
VIDEO 1: WHY IS A STRATEGY PLAN IMPORTANT? Hi, I m Sarah from HubSpot Academy. Welcome to, Creating a Strategy Plan for your Clients. At this point in the client engagement, you ve conducted a content
More informationELM Guide. A Resource for Both F&ES Mentor and Mentee. Tell me and I forget, teach me and I may remember, involve me and I learn. -Benjamin Franklin
ELM Guide A Resource for Both F&ES Mentor and Mentee Tell me and I forget, teach me and I may remember, involve me and I learn. -Benjamin Franklin 1 Table of Contents 1. Introduction & Mission 3 2. Benefits
More informationWELCOME TO SEAT REWARDS 2016
WELCOME TO SEAT REWARDS 2016 Our brand new SEAT Rewards programme is now here to recognise and reward businesses and individuals across the Network when you deliver outstanding team/personal performances,
More informationSTEP 1 Setup Your Foundation
SALES REPS // STEP 1 SET UP YOUR FOUNDATION STEP 1 Setup Your Foundation 6 Steps to Accelerate Your Sales in 2015 1 SALES INTRODUCTION REPS // STEP 1 SET UP YOUR FOUNDATION STEP 1 Setup Your Foundation
More informationBuilding Value Partnerships with Customers
Building Value Partnerships with Customers & Our Trusted Partnership with Gainsight PABLO DOMINGUEZ GREG MCLAUGHLIN PAOLA ZAMORA Sr. Vice President Global Operations Sr. Director, Business Automation Solutions
More informationPutting Workforce Analytics to Work: Achieving Objectives and Realizing Outcomes
Putting Workforce Analytics to Work: Achieving Objectives and Realizing Outcomes Workforce analytics turns people and business data into actionable intelligence. If you re in HR, you ve no doubt noticed
More informationJANUARY 24 25, 2019 HILTON LAKE LAS VEGAS
CONFERENCE JANUARY 24 25, 2019 HILTON LAKE LAS VEGAS Owning the Member Value Proposition: Year-Round Strategies to Improve Engagement Matt Hessler, CAE, Association Manager, SmithBucklin Mike Norbut, MBA,
More informationYour Culture Checklist
Your Culture Checklist Brand new research from the 2018 Global Culture Report shows workplace cultures provide a critical competitive advantage for organizations. Workplace cultures are made up of 6 key
More informationA Practical Guide to Conducting an HR Audit
A Practical Guide to Conducting an HR Audit Table of Contents Introduction 3 When to Conduct an Audit 4 Who Should Conduct an Audit 5 Comparing Internal vs. External Costs 6 What to Expect from Your Audit
More information18 Tactics to Motivate Your Referral Sources
18 Tactics to Motivate Your Referral Sources The Key concept in referral marketing is relationships. The system of information, support, and referrals that you assemble will be based on your relationships
More informationThe Keys to Building a Revenue Marketing Practice
The Keys to Building a Revenue Marketing Practice Addressing The People and Process Challenges Angela Sanders, Senior Revenue Engineer The Pedowitz Group Introduction When I first implemented marketing
More informationINDEX 1. THE MARKETING CHALLENGE AMBASSADOR MARKETING HOW TO GET STARTED THE AMBASSADOR CANVAS USE CASE...
SOCIAL SEEDER INDEX 1. THE MARKETING CHALLENGE... 3 2. AMBASSADOR MARKETING... 7 3. HOW TO GET STARTED... 15 4. THE AMBASSADOR CANVAS... 4 5. USE CASE...... 24 6. CONCLUSION...... 27 2 SOCIAL SEEDER THE
More informationCONTINUAL SERVICE IMPROVEMENT: BRINGING IT TO LIFE
CONTINUAL SERVICE IMPROVEMENT: BRINGING IT TO LIFE Author : Gary Case Version : 0 Date : August 2009 Location : Pink Elephant Inc. 1 EXECUTIVE SUMMARY If you are thinking about implementing ITIL processes
More informationMember Marketplace for Small Business A GUIDE TO GETTING STARTED
Member Marketplace for Small Business A GUIDE TO GETTING STARTED A Member Marketplace Success Story I was excited to see the Chamber roll out Member Marketplace, and I immediately took advantage of the
More informationA BIT ABOUT US. Richardson and our clients are highly recognized and have won numerous industry awards, including the following:
Founded in 1978, we are headquartered in Philadelphia and have international offices in the UK, Singapore, Australia, and additional satellite offices around the globe. A BIT ABOUT US We re Richardson,
More information10 THINGS B2B COMPANIES
10 THINGS B2B COMPANIES Should Be Doing on LinkedIn Copyright 2016 Act-On Software www.act-on.com Using LinkedIn to Generate Leads LinkedIn isn t just a social network for job seekers and recruiters anymore.
More informationA Pure approach to workplace culture
A Pure approach to workplace culture Pure is a UK-based recruiting company with 80 people in four offices located around Eastern England. Founded in 2002, Pure set out to build a people-focused and supportive
More informationBrand Knowledge & Advocacy: Understanding the brand s essence, values and vision to build advocacy among stakeholders
Consumer Insight & Empathy: Developing an understanding of consumers behaviors and underlying motivation Brand Knowledge & Advocacy: Understanding the brand s essence, values and vision to build advocacy
More informationWinning the Battle for Customer Loyalty
Winning the Battle for Customer Loyalty Sales Analytics, Inc. www.salesanalytics.com (888) 725-3772 Contents Introduction... 3 Setting Customer Expectations... 4 Be the Expert... 5 Relationships Build
More informationHow to Conduct an End-of-Year SOCIAL MEDIA AUDIT. That Will Drive Results & Impress Your Boss
How to Conduct an End-of-Year SOCIAL MEDIA AUDIT That Will Drive Results & Impress Your Boss The End-of-Year Social Media Audit While social marketers tend to think in terms of real-time and future campaigns,
More informationISO Why BSI is the first choice for ISO Quality Management. Performance Portfolio Internal use only
Performance Portfolio Internal use only Why BSI is the first choice for ISO 9001 Essential information and inspiration to help you market and sell ISO 9001 ISO 9001 Quality Management BSI first choice
More informationBUILD CLIENT LOYALTY
BUILD CLIENT LOYALTY BUILD CLIENT LOYALTY INTRODUCTION Program Description This program was designed to help identify the type and frequency of activities financial professionals should employ in their
More informationCars.com In-House Creative Agency Empowered by Workfront to Become a More Strategic Partner to the Business
CASE STUDY Cars.com In-House Creative Agency Empowered by Workfront to Become a More Strategic Partner to the Business The Cars.com internal agency, Team IDEA, seizes opportunity to improve the sophistication
More informationVoice of Customer Optimization
Organizational Intelligence Forum June 16-17 Boston, MA Voice of Customer Optimization Capture the true insights that drive your customer s decision making JPK Group June 17, 11:00am Tracy Paterson Moo
More informationHealthcare Marketing.» Service Line Strategies & Beyond
Healthcare Marketing Service Line Strategies & Beyond Table of Contents Current State of Healthcare Marketing...3 Marketing Initiatives... 4 Marketing Center of Excellence...7 Getting Started...9 Digital
More informationCOURSE CATALOG. vadoinc.net
COURSE CATALOG 2018 vadoinc.net Welcome Welcome to the Vado 2018 Course Catalog. Vado provides any organization or learner numerous opportunities to build the skills needed to lead and manage others, as
More informationDriving sustainable enterprise programs
Driving sustainable enterprise programs August 21 st 2014 Colin Nelson Director of Strategic Consulting Email: colin.nelson@hype.de Twitter: @colin_at_hype Introduction: Colin Nelson Director of Strategic
More informationHow to Choose the Right Lead Gen Company?
How to Choose the Right Lead Gen Company? THE 4 QUESTIONS TO ASK DURING THE DISCOVERY CALL: How to Choose the Right Lead Gen Company? 1. What is your process for generating leads? It should be tailored
More information5 best (and worst) uses for Net Promoter Score
5 best (and worst) uses for Net Promoter Score. Issue: 2016 InsightSofa.com is a member of ROUCEK Group s.r.o.. All rights reserved 2016 Without exaggeration, Net Promoter SCORE is the best tool for measurement
More informationBRANDING GUIDE A PRIMER FOR CREATING AND LEVERAGING A POWERFUL BRAND
A PRIMER FOR CREATING AND LEVERAGING A POWERFUL BRAND OVERVIEW A primer, by definition, contains elementary principles on how to accomplish something. This branding guide is no exception. In the following
More informationTurning Employees into Brand Advocates. 4 Steps to an Effective Employee Engagement Program
Turning Employees into Brand Advocates 4 Steps to an Effective Employee Engagement Program Engaged employees are the lifeblood of every successful business. They speak positively about your company to
More informationFrom Asking for Customer References to Creating a Movement
State of the Profession Series Case studies from the world s top customer advocacy and engagement programs, showing how to grow the business in today s buyer-empowered world. From Asking for Customer References
More informationFrom Cold to Hot: Silverpop. Lead-Nurturing Programs That Generate Sales. Engagement Marketing Solutions WHITE PAPER
From First Click to Lifetime Customer WHITE PAPER From Cold to Hot: Lead-Nurturing Programs That Generate Sales FROM COLD TO HOT: Lead-nurturing programs that generate sales Marketers eager to maximize
More informationCreative Ideas for Your #BrooklynGives Campaign
Creative Ideas for Your #BrooklynGives Campaign August 1, 2018 What YOU want to get out of today Benefits of and strategies for participating in #GivingTuesday and #BrooklynGives Creative ways to reach
More information5 Steps to Personalized Marketing
5 Steps to Personalized Marketing What is Personalized Marketing Historically, marketing has been an all-or-nothing affair: messages are distributed to the largest possible number of people, attempting
More informationINBOUND SALES PLAYBOOK. Your Comprehensive Plan for Turning Prospects Into Happy Customers
INBOUND SALES PLAYBOOK Your Comprehensive Plan for Turning Prospects Into Happy Customers SO, YOUR BUSINESS WANTS TO GO INBOUND WITH ITS SALES PROCESS? Way to go! You re already on the right track to getting
More informationMANUFACTURER FUNCTIONAL TRAINING COURSE DESCRIPTIONS
MANUFACTURER FUNCTIONAL TRAINING COURSE DESCRIPTIONS 2016 The Partnering Group, Inc. Page # 2016 The Partnering Group, Inc. Page 2 Brand & Shopper Marketing s Brand & Shopper Marketing Shopper Marketing
More informationPRACTICE SOLUTION. They love us on GET MORE LOVE. Leveraging Yelp to Enhance Your Online Reputation and Grow Your Practice.
PRACTICE SOLUTION They love us on GET MORE LOVE Leveraging Yelp to Enhance Your Online Reputation and Grow Your Practice MA RK E T I N G PL A N www.patientpop.com 1 Create a Marketing Plan for Your Practice
More informationEvery EBR You Take: How to Execute Flawless Executive Business Reviews
Every EBR You Take: How to Execute Flawless Executive Business Reviews Ariela Belzer F5 Networks Adrian Beck Tanium TANIUM AND ME Tanium. See Everything. Do Anything Endpoint Communications Platform 1
More informationSALES & MARKETING. Ecosystem Alignment Report
SALES & MARKETING Ecosystem Alignment Report Sales & Marketing Ecosystem Alignment Report Prepared for: BUILD & DEPLOY AUTOMATION COMPANY The Eco System Alignment Report identified ways marketing can provide
More information2017 CROWDSOURCED INNOVATION REPORT IDEASCALE WHITE PAPER
2017 CROWDSOURCED INNOVATION REPORT IDEASCALE WHITE PAPER 2 The Crowdsourced Innovation Report In 2016, a survey was sent to 735 board members and executives worldwide. Executives were asked to rate 30
More informationset your exhibit measurement strategy Using Data to Enhance the Experience
1 BRIEF set your exhibit measurement strategy Using Data to Enhance the Experience 2017 Freeman. All Rights Reserved. 2 To create engaging, personalized experiences, exhibitors must constantly mine ideas
More information35 Ways To Do Real-Time Personalization
35 Ways To Do Real-Time Personalization TABLE OF CONTENTS B2B: GENERATE NEW LEADS MAKE A STRONG FIRST IMPRESSION...4 IMPROVE ACCOUNT-BASED MARKETING...4 HELP VISITORS DISCOVER RELEVANT CONTENT...4 BOOST
More informationAccount-Based Marketing: New Trend or Sales Necessity?
Account-Based Marketing: New Trend or Sales Necessity? There is an impression that account-based marketing is a new discipline in B2B marketing. But it s been around for a long time. Why is it hot again?
More informationWhen we group these different methods into categories, outbound marketing proves to be the most effective for generating B2B leads
% 2 B2B marketers spend a lot of time talking about inbound marketing, but that doesn t make outbound marketing irrelevant. In fact, outbound marketing is still the most effective way to generate B2B leads
More informationGet more out of your interviews: Eight Great Questions for Hiring Managers Prepared for PRA Clients by Doreen Kephart, CPC and Dan Trudeau, CPC
Get more out of your interviews: Eight Great Questions for Hiring Managers Prepared for PRA Clients by Doreen Kephart, CPC and Dan Trudeau, CPC Introduction Candidates are expected to prepare for an interview
More informationThe Challenger TM Customer: THE NEW REALITY OF SALES
The Challenger TM Customer: THE NEW REALITY OF SALES FOREWORD Imagine your ideal customer: friendly, eager to meet, ready to buy and become an advocate of your products and services. It turns out that
More informationHow to Map Out Your Journey Towards a Social Organization
How to Map Out Your Journey Towards a Social Organization Mike Clark, Managing Director, Really Connect December 2014 In a world where customers and employees have become social and mobile, leading companies
More informationHow a Customer-Centric Organization Works with Product to Influence Roadmap
How a Customer-Centric Organization Works with Product to Influence Roadmap MEGAN EDWARDS Quantcast MARA LAM Box GAURAV KOTAK Gainsight JEFF COLEMAN SurveyMonkey Meet Your Panelists LILA MEYER Gainsight
More informationUtility. Commercial Customer Engagement: The Five Analytics Strategies
Utility Commercial Customer Engagement: The Five Analytics Strategies Introduction Historically, the utility-commercial customer relationship has been relatively simple: the utility supplies reliable power
More informationVOICE OF THE CUSTOMER: HOW TO PROPERLY LISTEN & ACT ON CUSTOMER NEEDS
RR VOICE OF THE CUSTOMER: HOW TO PROPERLY LISTEN & ACT ON CUSTOMER NEEDS March 2018 Omer Minkara VP & Principal Analyst Contact Center & Customer Experience Management LinkedIn, Twitter This report highlights
More information2019 Chapter Management Awards. CMA Manual
2019 Chapter Management Awards CMA Manual Contents Contents... 2 About the awards... 3 IABC1720 Strategic Framework... 4 CMAs at a glance... 4 About Chapter of the Year Award... 5 How to Enter... 5 Work
More informationMaximize Year-End Fundraising Results
eguide 1. A Maximize Year-End Fundraising Results How to Use the Right Data to Create a Plan that Gets Your Board on Board INTRODUCTION Your annual campaign is important, not just because it likely serves
More informationMost organizations spend
Why Onboarding That New Hire Will Increase Your Bottom Line Most organizations spend tens of thousands of dollars on sourcing and interviewing potential candidates for positions in their companies, only
More informationAnalytics and Talent Acquisition. A Guide to What it is & Why you should care
Analytics and Talent Acquisition A Guide to What it is & Why you should care TABLE OF CONTENTS 1. INTRODUCTION 2. WHY NOW? 3. ANALYTICS ENABLE IMPROVED BUSINESS PERFORMANCE 4. THE BALANCING ACT: SPEED
More informationGames Recognizing your home s achievements in Show-Me Quality: QAPI in Action
Show-Me Quality Games Recognizing your home s achievements in Show-Me Quality: QAPI in Action Copper Bronze Silver Gold 1 Show-Me Quality Games Program Primaris is pleased to offer an exciting new program
More informationHOW YOUR CAREER BACKGROUND CAN HELP YOU BECOME A BUSINESS ANALYST
By Laura Brandenburg Lesson Objective: After completing this lesson, you ll be able to identify strengths from your career background that will directly support your transition into business analysis.
More informationAAOE Mentoring Program Handbook. January Mentoring is a brain to pick, an ear to listen, and a push in the right direction.
AAOE Mentoring Program Handbook January 2018 Mentoring is a brain to pick, an ear to listen, and a push in the right direction. John C. Crosby ABOUT THE AAOE MENTORING PROGRAM For AAOE, mentoring is an
More informationDesigning a Lead Lifecycle in Salesforce
Designing a Lead Lifecycle in Salesforce A Best Practices White Paper for Response Management Better data. Better marketing. Table of Contents Introduction 3 The Words We Use 3 What is a Lead? 3 Evolving
More information7 STEPS TO SUCCESSFUL RETENTION AUTOMATION YOUR GUIDE TO MAXIMIZING REVENUE FROM YOUR CUSTOMER DATA
7 STEPS TO SUCCESSFUL RETENTION AUTOMATION YOUR GUIDE TO MAXIMIZING REVENUE FROM YOUR CUSTOMER DATA It costs a lot to acquire a new customer, but most will make a single purchase and then leave. A repeat
More informationFOUR SOCIAL MEDIA TACTICS EVERY REAL ESTATE AGENT NEEDS
FOUR SOCIAL MEDIA TACTICS EVERY REAL ESTATE AGENT NEEDS By SAM Rico BATTISTA AWARD WINNING SOCIAL MEDIA EXPERT About this Book First, let s go over what you can expect. This ebook is going to cover the
More informationDocuSign Unplugged. How DocuSign Improved Customer Success Processes That Led to Increased Adoption and Upsell Opportunities.
DocuSign Unplugged How DocuSign Improved Customer Success Processes That Led to Increased Adoption and Upsell Opportunities Brian Smith Director, Account Management John Cameron Kristin Lucas Manager,
More information7 STEPS TO SUCCESSFUL RETENTION AUTOMATION YOUR GUIDE TO MAXIMIZING REVENUE FROM YOUR CUSTOMER DATA
7 STEPS TO SUCCESSFUL RETENTION AUTOMATION YOUR GUIDE TO MAXIMIZING REVENUE FROM YOUR CUSTOMER DATA It costs a lot to acquire a new customer, but most will make a single purchase and then leave. A repeat
More informationHOW TO CREATE A CUSTOMER SUCCESS PLAN. A step-by-step guide to delivering on expectations and ensuring success
HOW TO CREATE A CUSTOMER SUCCESS PLAN A step-by-step guide to delivering on expectations and ensuring success The definition of success will differ from customer to customer, with an endless number of
More informationHEALTHCARE INTEGRATION DOESN T NEED TO BE SCARY
White Papers HEALTHCARE INTEGRATION DOESN T NEED TO BE SCARY Integrating with an EHR can feel overwhelming from where to begin all the way to going live, there s a lot to know and even more to get done.
More informationI don t get no respect! How to expand your influence & heighten your personal profile. Colorado Chapter Meeting August 13, 2012
I don t get no respect! How to expand your influence & heighten your personal profile Colorado Chapter Meeting August 13, 2012 Introduction Stumbled into proposal writing 12 years at Healthways, Inc. took
More information