Marketing & Sales

Article

Looking beyond technology to drive sales operations

– New trends are forcing sales leaders to rethink how they sell. The right investment in sales operations can unlock sustainable growth.

Customer experience

Customer Experience

More insight into creating competitive advantage by putting customers first and managing their journeys.

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MORE INSIGHTS

Article

Meet today’s American consumer

– US consumers feel better about their financial situation than they did a year ago, but they’re still hesitant to spend too much.
Article - Harvard Business Review blog

Why salespeople need to develop ‘machine intelligence’

– Bots are bringing big changes—and big opportunities—to sales.
Article

Why customer analytics matter

– Although survey respondents say the value of customer analytics is declining, our findings show these analytics clearly drive... value. Focusing on three factors can help companies reap the benefits.
Podcast

Why the customer experience matters

– Truly understanding customer needs may help companies improve not only the buying experience but also their bottom line.
Article

Saving, scrimping, and … splurging? New insights into consumer behavior

– Our global survey of more than 22,000 consumers highlights recent shifts in buying behaviors, which have important implications... for retailers and packaged-goods companies alike.
Article

Discussions on digital: The new world of marketing

– Silicon Valley leaders discuss the challenge on every marketer’s mind: how much to spend on digital marketing—and... where to spend it.
Article

Putting behavioral psychology to work to improve the customer experience

– Applying the principles of behavioral psychology can improve the quality of customer interactions and build brand recognition... as a customer-centric organization.
Interview

Discussions on Digital: Measuring marketing’s impact

– Silicon Valley leaders discuss the challenge on every marketer’s mind: how much to spend on digital marketing, and where... to spend it.
Article

The secret to delighting customers: Putting employees first

– The main hurdle in customer experience is translating boardroom vision into action at the front line. Empowered employees are... the key.
Article

Using rapid process digitization to transform the customer experience

– Transforming the customer experience requires a level of speed and precision that traditional approaches can’t meet. The... best practitioners do it in real time.
Article

Designing and starting up a customer-experience transformation

– To successfully initiate a broad improvement program, decide on a structure, select the sequence that’s right for your type... of company, and don’t forget to recruit change agents.

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