Article by Brian Carroll

  • 2 Tips to Connect and Build Rapport with People Immediately

    Want to connect better with people on the phone or in person and build rapport today? Over the past few days, I’ve had two readers reach for advice on how to do better outreach. One reader wrote, “never had a role like this before and I’m desperate to succeed and be the best I can

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  • Use Conversational Marketing & Sales? Dave Gerhardt on Why You Should

    Meetings, phone calls, and email are important B2B channels but how can you have immediate conversations and drive a more human buying experience? Conversational Marketing is about having one-to-one conversations now to connect with customers and drive leads better. In sum, conversational marketing uses targeted messaging and intelligent chatbots to engage with leads in real-time (while

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  • How to Improve Your Account Based Marketing Results

    B2B lead generation has had to reinvent itself over the last decade. Sales have always used an account-based approach. Now marketing is getting on board by with account-based marketing. But it’s not an easy road. Here’s why: In B2B, you’re never selling to an individual. He or she is almost always part of a buying team.

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  • Why Marketers Are Bad At Empathy And What To Do About It

    No one will ever say “we don’t focus on the customer.” Here’s why (even empathetic) marketers fail at customer empathy and how to fix it. Let me explain: Dr. Johannes Huttula did a research with 480 experienced marketing managers. They asked marketers to step into their customer’s shoes and predict what they would reply in

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  • Building B2B Relationships With Trust and Empathy [Interview]

    We have more sales and marketing technology and channels to reach our customers, but they’re increasingly tuning us out. In short: we’re getting more disconnected from customers. Something is missing. Even though our tools have become smarter with AI and machine learning, connecting and building B2B relationships has never been harder. The question is: How can

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  • Transform Your Customer Success Journey and Accelerate Growth

    Growth for B2B is hard. It used to be that you could accelerate growth with huge customer acquisition. Ramping up your sales and marketing is not enough to sustain growth. Today, the best companies are growing through customer success. That’s why I interviewed Kia Puhm (@kiapuhm), CEO at K!A CX Consulting to talk about customer success.

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  • 4 Steps To Do Lead Nurturing That Helps More Customers Buy

    Marketing can take you on a long hike. The one thing I can guarantee you about the journey is that getting more leads are not better if you don’t know how to nurture. The goal of lead nurturing is to help potential customers on their buying journey. It’s not just about converting leads to becoming

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  • How Sales Hustle and Automation Hurt Customer Experience

    To drive growth, the mandate for sales organizations is to make more calls, send more cold emails. Sales reps are hustling and using automated tools to move faster. But sales hustle and automation have a downside: they can hurt customer experience. Here’s what I mean: B2B companies are now hiring more people to do this.

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  • New Research: Empathy and Solving Buying Problems

    Are you applying empathy as part of your sales and marketing approach? Why? Because according to Brent Adamson, “empathy” is the one word that matters most to sales [and marketing] success. It’s tough to buy. B2B customers are overwhelmed with too much information, too many choices, trying to getting their colleagues to agree, not to

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  • New Research: Boost Organic Growth From Current Customers

    CEOs and sales leaders have long wondered: how can we drive organic growth and increase sales from existing customers? But it’s elusive. In fact, the traditional approach is no longer working. According to CEB, now Gartner, “Only 28% of sales leaders report that account management channels regularly meet their cross-selling and account growth targets.” That’s

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