Client experience strategies are all the rage these days and for good reason—more and more customers are demanding customized solutions and requiring businesses to know them and understand them at a level we’ve never seen before. Last week, I had »
President & Founder
Jane is an avid runner and cyclist and can be found on the soccer pitch. She enjoys traveling and exploring new parts of the world with her family.
EO (Entrepreneurs Organization), The Boston Club, The Commonwealth Institute, Boston Chamber of Commerce. Jane is also actively involved and on the boards of several non-profit organizations.
Jane has a BA from the University of Western Ontario, Canada and an MS from Boston University.
It’s a truism in B2B companies that a handful of customers generate the bulk of the revenue, and that keeping and growing a loyal client is far less expensive than finding net new clients. That’s why B2B marketers must develop strategies that help them listen to and engage customers actively in their marketing programs. As you listen, you will find that your customers are as vested in your company’s success as you are in theirs. That common interest is a basis for what we call reciprocal value: the powerful exchange that occurs when both parties get sufficient value out of a program for it to become self-sustaining.
“Shock and surprise me,” was the advice a COO from a large financial services firm offered recently when I asked what he recommended for an upcoming meeting with 15 Fortune 500 CXOs. “We see a lot of great things everyday—this »
“Be central, be selfless” were the words stated by one client in recent weeks when discussing how to build an effective client experience for C-level executives. The four words – be central, be selfless – are very powerful when considered »
As you build out your customer experience strategies and work on the plan for your customer-first approach – do you have a plan to actually listen? Do you really care what they (your customers) think? There’s a funny thing that »
Dedicating marketers to a company’s key accounts—Account Based Marketing (ABM)—is not a new practice, but it is one that is difficult to do well and particularly challenging to effectively deliver at scale. ABM is an increasingly important part of the »
As consumers, we understand that a positive service experience provides competitive advantage for the companies who deliver. Until recently, this has not translated into a similar urgency for business-to-business (B2B) companies. In fact, earlier this year we tested with a »
Most organizations today have shifted or are in the process of shifting from product centric to customer centric. But our recent interviews with CMOs from more than 25 Fortune 500 companies show that while this is a known requirement, making »
In an April 2011 article in Forbes magazine, contributor Nathan Furr outlined the challenge to big business survival in his post Big Business … The End is Near: Why 70% of the Fortune 1000 Will Be Replaced in a Few »
Much is being written about the transformation of marketing. The IBM CMO study of 1700 CMOs shows that marketers believe the function is in the middle of a dramatic change and the majority also believes that they are not fully »