25 min
How to Move Marketing, Sales, and Customer Success from Alignment to Action_ Kate Adams, Drift Ampliz Podcast
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- Marketing
Kate has more than 15 years of tech experience building strong businesses within different stages and industries. She believes deeply in bringing businesses to life in prospects and customers’ hearts and minds by creating compelling and consistent messaging throughout the customer life cycle. I have faith in its criticality for any business to bring the customer’s voice to every aspect of their business marketing, product, customer success, customer service, finance, and alignment with your customer. The customer experience doesn't begin when they make a purchase, sign the contract, or complete a transaction. It starts the first time they've heard your name.
At B2B Binge 4.0, she spoke elaborately on not only how to align different departments and speak the same language but also make it actionable. There is no point in aligning if you cannot take action around it.
To align all the departments to customers' needs, you have to listen to them ardently. When you listen to them carefully, the departments will understand what needs to be done. These actions will most likely be aligned to customer needs rather than personal goals. When you achieve customer goals and intend to provide delight to them, you will go beyond what is expected of you.
To go beyond expectations it needs more action. Alignment with customers not only provides avenues to take action but also opportunities for taking meaningful action. The effort that aligns businesses and their customer not only externally but also internally. To internalize alignment, it starts with the 1st point of contact, i.e., social media, events, referral, and other channels to post-closure of deals like feedback, upsell and cross-sell systems, and customer re-engagement tactics.
2020 is a revenue era. All actions taken by various departments have to align with how they are aiding in generating revenue by providing delight, not just by cutting costs. Investment in customer delight digitally is crucial for success in 2020. The customer has to grow with you. Therefore, CLTV matters. The realtime conversations matter. It has to be personalized. Customers expect brands to understand them and ask you to deliver how you know them and understand their needs.
The experiences have to be unified and omnichannel. Anyone who delivers these will be a winner because it is a different level of customer experience. The customer experience should have synergy across all the departments. There should be a single source of truth that brings alignment across the organization. The faster and smoother is the flow of leads to deals better it is. The conversions are only possible through conversations and mapping customer needs. This map has to be synced across the organization to have meaningful conversations.
Kate has more than 15 years of tech experience building strong businesses within different stages and industries. She believes deeply in bringing businesses to life in prospects and customers’ hearts and minds by creating compelling and consistent messaging throughout the customer life cycle. I have faith in its criticality for any business to bring the customer’s voice to every aspect of their business marketing, product, customer success, customer service, finance, and alignment with your customer. The customer experience doesn't begin when they make a purchase, sign the contract, or complete a transaction. It starts the first time they've heard your name.
At B2B Binge 4.0, she spoke elaborately on not only how to align different departments and speak the same language but also make it actionable. There is no point in aligning if you cannot take action around it.
To align all the departments to customers' needs, you have to listen to them ardently. When you listen to them carefully, the departments will understand what needs to be done. These actions will most likely be aligned to customer needs rather than personal goals. When you achieve customer goals and intend to provide delight to them, you will go beyond what is expected of you.
To go beyond expectations it needs more action. Alignment with customers not only provides avenues to take action but also opportunities for taking meaningful action. The effort that aligns businesses and their customer not only externally but also internally. To internalize alignment, it starts with the 1st point of contact, i.e., social media, events, referral, and other channels to post-closure of deals like feedback, upsell and cross-sell systems, and customer re-engagement tactics.
2020 is a revenue era. All actions taken by various departments have to align with how they are aiding in generating revenue by providing delight, not just by cutting costs. Investment in customer delight digitally is crucial for success in 2020. The customer has to grow with you. Therefore, CLTV matters. The realtime conversations matter. It has to be personalized. Customers expect brands to understand them and ask you to deliver how you know them and understand their needs.
The experiences have to be unified and omnichannel. Anyone who delivers these will be a winner because it is a different level of customer experience. The customer experience should have synergy across all the departments. There should be a single source of truth that brings alignment across the organization. The faster and smoother is the flow of leads to deals better it is. The conversions are only possible through conversations and mapping customer needs. This map has to be synced across the organization to have meaningful conversations.
25 min