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Lesson #10: B2B VoC and B2C VoC Are Completely Different

PeopleMetrics

The sales force becomes a key touchpoint in the customer experience for B2B. B2B companies are smart to want to know what their clients think of their sales process and how the expectations that their sales force established compared to their actual experience. SALES FORCE: Key touchpoint. VOLUME: Small. SOCIAL: N/A.

VOC 122
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#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

Touchpoints will vary depending on the type of business you're in. If you're a B2B company, you may think about the first interaction prospects have with your sales team. If your business makes frequent home visits to customers, a touchpoint might be your customers' first interaction with your field reps. Touchpoints vary.

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The One Relationship That Determines The Success of Your VoC Program

PeopleMetrics

IT can also help create an automated system for this process, such as connecting a point-of-sale system or CRM to your VoC software platform via an API. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

VOC 81
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CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

PeopleMetrics

You need to be able to talk to leadership, the contact center, the sales force, operations, etc. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. basically all the different parts of your company who impact the customer experience.

CX 76
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The 3 Most Valuable Types of VoC Alerts

PeopleMetrics

These alerts are turned into leads to be managed by the sales team. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC 77
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How to Become a Customer Experience Manager

Fonolo

The specifics of the role will vary from one contact center to another, but generally, a customer experience manager is responsible for overseeing the entire customer journey, from initial contact to post-sale support.

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ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

PeopleMetrics

Complete the form to receive an email notification when it goes on sale: Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.