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Today I am pleased to announce our FIRST RockStar Award recipient. Kim Plank, Customer Success Marketing Manager at Acumatica! Kim has been a SlapFive customer since 2018 and she encompasses a RockStar customer to the fullest. One key driver to her success as a...
How to Prepare to be Interviewed Remotely Before the interview: Make sure you can open a session on Zoom or whichever video conferencing platform being used, and check that your speakers and mic work. Your web camera should be at eye level, not above or below. If it...
Measure the Impact of Customer Voice at Each Stage of the Customer Lifecycle What’s so great, and so challenging about unleashing your customer voice is that it can be used to earn trust and drive action at literally every stage of the customer lifecycle. Here...
What is the role of Customer Marketing? Done well, and done strategically, Customer Marketing is one of the most important functions in any company. Unfortunately, the Customer Marketing profession doesn’t get the recognition, rewards, and resources it deserves. There...
How the Customer-Led Growth movement started It was November 2018, but I remember it like it was yesterday. That year I had conversations with three business collaborators – Steve Rankel, Howard Fields, and Bill Stone – who had all independently come to the same...
Demonstrating the value of your product or service is paramount. duh! But how can you effectively collaborate with sales and sales enablement to achieve this goal? Let’s dive into some strategies that have shown success, as well as those that have encountered...
If a tree falls in the woods, but nobody is around to hear it, did it actually fall? If you create customer stories and case studies, but the content isn’t relevant to the right segment of buyers and customers, your sales team, and customer success, does it even...
Elevate Your Customer Voice with SlapFive Customer Content. SlapFive makes it drop-dead simple to Capture your customer stories in audio, video and text, in your customers’ own voice; Manage and organize all you customer content assets in a central place;...
Building and nurturing a successful influenced customer program is an effective way to drive growth and establish strong relationships with your customers. By leveraging the power of advocacy, you can tap into the authentic voice of your customers to influence...
Jeff Ernst gave the concluding keynote at the Customer Advisory Board Conference on March 28, 2023. Jeff was asked to inspire expand the thinking of Customer Advisory Board managers by showing them how they can elevate their roles to drive Customer-Led Growth (Read...
These are the Prompt questions/statements that have performed best both in terms of customer response rates and quality of responses given:
Convince prospects why they need my company if they’re already working with an alternative solution provider
What incremental value have you gotten from working with <our company> above and beyond what you get from <alternative>?
Create urgency to buy by surfacing the risks of doing nothing
What brought it to a head and made you realize you can’t keep doing what you were previously doing?
Push buyers to want to make a change by showcasing how others realized they needed to make a change
What was going on in your business that triggered the need for a <type of solution> and caused it to be a priority?
Support a competitive replacement campaign
Why did you decide to upgrade from <competitor> to <our product>?
Educate buyers on how to buy in a way that favors your strengths
What advice can you give peers on how to evaluate and select a <type of solution> solution?
What criteria did you use to evaluate and select a <type of solution> solution?
Address prospect’s doubt that their organization will make good use of a solution
What should people do to get the most value out of working with <our company>?
Give prospects a view into what it is like to implement your solution
What was the process of deploying <company/product> like for your organization?
Overcome objection that people are already used to a free or inferior solution
What advice do you have for people who think they don’t need <product> because they already use <alternative 1> or <alternative 2>?
Showcase competitive differentiation that has helped you win new customers
What made you trust <our company> with this important decision?
Provide proof of a benefit
Give me some examples of how working in <product> improves everyone’s <benefit>?
Get people to think of your solution as a “must have”
Why is a <type of solution> solution like <our company> essential for any organization going agile (or other strategic shift)?
Enable cross-selling or upselling at time of initial purchase or soon after
Why is it important to have <your company> provide <upsell product or service> along with <the core product/service purchased>?
Earn trust by being incredibly transparent, while addressing the most frequent question asked on customer reference calls
What pitfalls have you hit along the way and how did <our company> help you through it?
Give advice that answers another of the most frequently asked questions on customer reference calls
What would you do differently this time if you were to start all over?