I attended a meet-up group recently where informal discussions fell on the difference between building an operation to support B2B versus B2C. The group seemed quite divided – some suggesting that the difference was considerable, whilst others suggested that the differences (for operational purposes) are most cosmetic. I heard lots of interesting view points, so… Continue reading Is B2B customer experience delivery different to B2C?
“Land & expand” is the modern VP of Sales favourite phrase to bandy about that marketing has brought into their net. It’s all about signing up huge volumes of net new customers, then pushing the expansion of revenue, cross-sell and up-sell to these customers. It’s crude, tacky, over-simplified and jargon. If it really were that… Continue reading “Land & Expand”: Two words you are missing to make this happen!
As it’s been 4 months since I started my new life in Portugal, I thought it would be fun to write a short series of posts to share how, as a foreigner, it feels to experience Portuguese service and culture. In the first of this series,“Process before customer”, I’ll focus on some of the actual… Continue reading CX Portugal 1: Process before customer
When I started my career, many moons ago, I was in sales. I had a bolshy boss from London who typified the late 90s in attitude and behaviour. His approach was to get the deal done, then let others sort out any issues. My next job was in customer service, dealing with unhappy customers and… Continue reading The Sales – Customer Success Dynamic, and 5 ways to fix it!