Best Practices in Value-Creation (Value-based Selling)
Reinforce the Economic Value You Provide to Your Strategic Customers by Demonstrating the Economic Impact Made on Their Business (an excerpt from our latest eNewsletter) Whether you’re managing strategic accounts or pursuing those accounts, the message you want resonating with your customers and prospects is that your organization offers the best return on their investment. […]
Using Net Promoter Score to Survey Corporate Accounts
The Net Promoter Score (NPS) has historically been a consumer satisfaction benchmark that some organizations have adapted into a metric for measuring customer loyalty. Many in the Net Promoter Score community have discovered that the data they are receiving through using the NPS methodology gives inadequate insight on their customer relationships. While the NPS is a good indicator of a customer’s perception towards your business, it does not always provide the actionable insight needed to plan the direction of your organization’s customer experience strategy.
Dennis Chapman Sr., President and Founder of The Chapman Group (TCG) discusses the shortcomings of the NPS methodology and how TCG’s LoyaltyProfessional business unit fills in the gaps of information that help an organization align customer experience strategies and tactics with the voice of the customer that they are receiving through customer surveys.
In this video entitled, Using (the) Net Promoter Score to Survey Corporate Accounts you will learn where the NPS falls short in uncovering actions that will influence and drive customer experience strategies, and how utilizing additional customer loyalty metrics can take your customer experience management program to whole new level of effectiveness and success.
Watch the entire video here or by segment from the table of contents below:
0:00 | Introduction
01:01 | Corporate Executive Board study on how Loyalty Impacts Revenue
02:25 | The Problem Facing Net Promoter Score Community (NPS Community)
03:00 | NPS Q&A: On a scale of 1-10 how likely are you to recommend Net Promoter Score as an enterprise customer feedback metric?
03:35 | NPS Q&A: Why should suppliers go beyond the Net Promoter Score metric to get customer feedback?
04:10 | NPS Q&A: Does NPS Provide data indicating the probability of a customer defecting?
04:52 | NPS Q&A: Does the Net Promoter Score Indicate a customer’s dependency on the supplier?
05:58 | NPS Q&A: Why do companies still use and rely on the NPS metric for customer feedback?
07:15 | NPS Q&A: How does Net Promoter Score impact the account planning process?
08:50 | NPS Q&A: What other feedback data points are essential to the account planning process?
10:58 | NPS Q&A: Is Net Promoter Score an adequate tool for business-to-business customer experience measurement?
12:08 NPS Q&A | Why should businesses consider moving beyond the Net Promoter Score metric?
13:24 | Net Promoter Score Discussion Summary
Thank you for watching and please comment with your feedback on customer experience measurement in the comments section below.
SAMA University 2012 | Workshop Overview
‘Managing the Overall Relationship and Business Outcomes’, a discipline that focuses on the role of a Strategic Account Manager as the overall relationship manager, is a workshop within the certification program series of the Strategic Account Management Association (SAMA) being held during SAMA University West in San Francisco, California, September 10-13, 2012 and at the SAMA Academy in Paris, France, September 24-27, 2012.
‘Managing the Overall Relationship and Business Outcomes’, a discipline that focuses on the role of a strategic account manager as the overall relationship manage, including:
Building team vision and identity
Alignment of account and team goals
Managing and Measuring Relationship Metrics
Business and national/regional culture and impact on teams
Working with the network
Managing the key processes and business outcomes
Watch this overview of the workshop and learn more about SAMA, SAMA Events and becoming a SAMA practitioner on our blog and at the association’s website: www.strategicaccounts.org.
The Chapman Group CEO/Founder to Lead Strategic Account Management Certification Programs in September
Dennis Chapman, President/CEO of The Chapman Group, will be leading a certification course for the Strategic Account Management Association’s (SAMA) most popular and highly-rated Strategic Account Manager Certification Program (CSAM) at SAMA University West Coast in San Francisco, California, September 10-13 and at SAMA Academy in Paris, France, September 24-27. Chapman will be educating certification […]
Generating Winning Sales Momentum
The Chapman Group is corporate resource for business intelligence on Strategic Account Management, Value-based Selling best practices, and Customer Experience Measurement. In this video, Dennis Chapman, Founder/Ceo of The Chapman Group, discusses important bullet points on what it takes to be effective in generating winning sales momentum.
We hope you enjoyed this message and invite you to connect with The Chapman Group and discover the valuable resources we’ve developed from our 25 years of helping our customers optimize sales effectiveness and strategic account management programs.
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Executing the Strategic Account Plan – Best Practices for SAM Programs
Dennis Chapman, Founder/President and CEO of The Chapman Group, a Strategic Account Management and Sales Effectiveness consulting firm, discusses best practices for effectively executing a strategic account management program plan.
Learn critical insights for strategic account managers and sales leaders on the most important components of a strategic account plan, including;
o Financial positioning
o Relationship Mapping
o Value Impact
o SAM Teambuilding and Collaboration
Find more valuable resources on optimizing sales effectiveness and strategic account management programs at http://chapmanhq.com//resources/