Business Service Management
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Business Service Management
News about developing and delivering professional business services to optimize the customer experience.
Curated by Tom Pick
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Attract and Retain Millennial Employees with Workplace Technology

Attract and Retain Millennial Employees with Workplace Technology | Business Service Management | Scoop.it
When was the last time you saw a Millennial take out a piece of paper and write a note on it?
Tom Pick's insight:
Here are three ways to figure out the specific workplace technologies you will need plus four workplace technologies Millennials expect from all employers.
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Do You speak Decision Making Language? 5 Tips.

Do You speak Decision Making Language? 5 Tips. | Business Service Management | Scoop.it
Decision making language is an art and science all its own, quite literally. Do you speak it? These 5 tips should move you forward.
Tom Pick's insight:
Each day we exchange perspectives and ideas about how problems should be solved, and we ideate and innovate on behalf of each other and our customers. Here are 5 tips to do some self-scrutiny about your own skill sets.
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Retaining existing IIoT Customers? No worries, right?

Retaining existing IIoT Customers? No worries, right? | Business Service Management | Scoop.it
Once secured, lengthy contracts which characterize this complex selling environment give many sellers a false sense of security.
Tom Pick's insight:
Are you concerned about retaining existing IIoT customers? After all, software, product, service and equipment lifecycles are fairly lengthy in manufacturing and industrial Internet of Things (IIoT) environments.
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What IoT Capital Equipment Clients Need to Know vs Want to Hear

What IoT Capital Equipment Clients Need to Know vs Want to Hear | Business Service Management | Scoop.it
What IoT capital equipment clients Need to Know and what they Want to Hear often are two different things. The conversation makes people uncomfortable.
Tom Pick's insight:
Your team painstakingly communicates what IoT capital equipment clients Need to Know. Except the audience does not want to hear what you have to say.
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Can Core Value Storytelling fuel IoT Customer Retention?

Core value storytelling communicates far more than a detailed technical account of what a team, technician or department “did” to solve an IoT (Internet of Things) customer’s problem.
Tom Pick's insight:
The “What We Did” stories are becoming a bit ho-hum and perceived as a commodity by many clients. Why? These stories tend to be marketing communications exercises. As a result, these stories never tell the real story behind the story.
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Can the CIO faciltiate IoT Convergence in Smart Plant Digital Transformation? Part 1

Can the CIO faciltiate IoT Convergence in Smart Plant Digital Transformation? Part 1 | Business Service Management | Scoop.it
Is IoT convergence part of the CIO's next evolutionary role in the smart enterprise? Doesn't the CIO already have enough responsibilities on their plate?
Tom Pick's insight:
The IoT CIO now becomes master of cross-disciplinary forces impacting how the enterprise generates business and operational value for clients. Like the CIO didn’t already have enough responsibilities on their plate.
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Kinetic Data Support Team | Kinetic Vision

Kinetic Data Support Team | Kinetic Vision | Business Service Management | Scoop.it
Any good relationship starts with introductions, so let’s get started. Here’s a bit of information on the four of us that handle support. Next time you contact support, hopefully you can have a better personal connection with the person helping you. Name: Derick Larson Years at Kinetic Data: 13 (worked for Insurance and Retail before … Continue reading "Kinetic Data Support Team"
Tom Pick's insight:
Meet the customer service stars of the Kinetic Data support team.
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Your IIoT Sales Team Meeting is now run by an Engineer. Are you comfortable?

Your IIoT Sales Team Meeting is now run by an Engineer. Are you comfortable? | Business Service Management | Scoop.it
The IIoT sales team meeting is a sacred, collaborative and evolving workspace. Especially within industrial Internet of Things (IIoT) environments.
Tom Pick's insight:
The IIoT sales team meeting is a sacred, collaborative and evolving workspace. Especially within industrial Internet of Things (IIoT) environments. Interestingly, these meetings represent the Future of Work. Are you ready?
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Top B2B Martech Challenges | What Do You Think?

Top B2B Martech Challenges | What Do You Think? | Business Service Management | Scoop.it
B2B companies often struggle with marketing technology, strategy, and integration. But not all. What are your biggest martech challenges this year?
Tom Pick's insight:
While there are numerous studies done each year on the challenges faced by B2B marketers generally, there’s a dearth of research specifically focused on marketing technology.
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Customer Retention IIoT Style, Sales Aerobics for Engineers Blog

Customer Retention IIoT Style, Sales Aerobics for Engineers Blog | Business Service Management | Scoop.it
What does customer retention IIoT style look like? The industrial Internet of Things (IIoT) ecosystem challenges how we work, sell, engineer and communicate. On April 18, 2009, I launched the Sales Aerobics for Engineers® Blog. This month, I celebrate with you dear readers, as we journey together into the blog’s 9th year. And what a... [Continue Reading]
Tom Pick's insight:
The quality of collaboration and communication remains an even more critical deal maker or deal breaker for customer retention IIoT style. Where you left your clients yesterday may not be where you find them today.
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"How I Work": Babette Ten Haken, Founder & President for Sales Aerobics for Engineers @babettetenhaken #HowIWork - Heinz Marketing

"How I Work": Babette Ten Haken, Founder & President for Sales Aerobics for Engineers @babettetenhaken #HowIWork - Heinz Marketing | Business Service Management | Scoop.it
Babette Ten Haken, founder & president for Sales Aerobics for Engineers. She focuses on helping manufacturing and engineering-intensive companies improve customer retention and success. She serves on numerous advisory boards, is a Six Signa Green Belt, and has won numerous awards for her outstanding blog and overall contributions to the B2B sales world.
Tom Pick's insight:
As Matt writes, "Babette, suffice it to say, gets stuff done. Here in her own words is how she does it."
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Does Legacy Mindset impact Customer Retention?

Legacy mindset promotes Us versus Them dynamics in the workplace. Come on. You have been there. I have too.
Tom Pick's insight:
Interesting question from Babette Ten Haken: what do you when workplace dynamics keep you at each other’s throats, making it difficult to have each other’s backs--and worse, making it difficult to have your customers’ backs?
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Stop Selling & Start Leading!™ - People First

Stop Selling & Start Leading!™ - People First | Business Service Management | Scoop.it
Join the movement revolutionizing sales! Here's everything you need to know to Stop Selling & Start Leading™ - check out and share our infographic!
Tom Pick's insight:
This is the start of a movement, and you’re invited to join us. Participate in our research projects, sign up your sales organization if you’d like to become a Case Study, invite us to come speak about the movement at your sales events, and try on the behaviors of a leader to become more effective as a seller.
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#513. Curiosity Might Have Killed the Cat. But, a Lack of Curiosity Definitely Kills the Sale. With Babette Ten Haken.

#513. Curiosity Might Have Killed the Cat. But, a Lack of Curiosity Definitely Kills the Sale. With Babette Ten Haken. | Business Service Management | Scoop.it
Curiosity is the hallmark of any discovery process. Data leads to assumptions. Reps need to discover what is relevant, out of all the prior information they receive about a prospect.
Tom Pick's insight:
Playbooks define the process too much. The art of selling is based in discipline. Babette compares it to opera. Interpretation is added by the artist. Being curious creates an organic conversation that cannot be scripted.
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The Customer Retention Workforce is Proactive, not Reactive

The Customer Retention Workforce is Proactive, not Reactive | Business Service Management | Scoop.it
What happens when a proactively engaged customer retention workforce is hired to catalyze the engagement of their customers?
Tom Pick's insight:
What happens when a proactively engaged customer retention workforce is hired to catalyze the engagement of their customers?
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Communication Dysfunction derails IIoT Sales and Engineering Collaboration

Communication Dysfunction derails IIoT Sales and Engineering Collaboration | Business Service Management | Scoop.it
Communication dysfunction remains the primary factor that derails sales and engineering collaboration in dynamic and complex IIoT environments.
Tom Pick's insight:
To overcome communication dysfunction, start looking for places where dysfunction “lives.”
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Referral marketing: The secret weapon that should be in your arsenal - TheNextWeb

Referral marketing: The secret weapon that should be in your arsenal - TheNextWeb | Business Service Management | Scoop.it

"Referral marketing strategies are a comprehensive set of processes that encourage consumer advocacy with incentives to drive revenue growth. They’re also the only marketing channel that allows your brand to leverage word-of-mouth advocacy in a measurable way. 

Craft the program structureWho are your best customers?How can we target these customers and what’s the most compelling incentive we can offer?What’s the goalpost to succeed?Design the user experienceDiscoverySharing"
Via marketingIO
Tom Pick's insight:
Nice process for a powerful tactic.
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marketingIO's curator insight, May 18, 9:29 AM

Action: The MOST underutilized program available today. Budget for a test.

 

RYZZ is coming. It’s a new approach to MarTech for B2B Marketers.

 

#MarTech #DigitalMarketing

Art Jones's curator insight, May 18, 3:18 PM

Excerpt:

"As a marketing channel, referral strategies sustain and promote meaningful customer experiences that are the backbone of marketing 2.0. This emphasis on happy customers is smart marketing: referral customers have a 16 percent higher lifetime value than non-referred customers, according to Wharton. Plus, they love your brand too."

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Retaining IoT Customers starts by leveraging Internal Resources

Retaining IoT Customers starts by leveraging Internal Resources | Business Service Management | Scoop.it
Retaining IoT customers is both an art and a science. Why continue to short sell your capabilities by marginalizing valuable internal resources?
Tom Pick's insight:
The art and science of retaining highly connected industrial Internet of Things (IoT) customers requires an army of internal resources. Before, during and, most certainly, post-sale.
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Capture Your Professional Voice First, then retain Customers

Capture Your Professional Voice First, then retain Customers | Business Service Management | Scoop.it
Have you taken the time to discover, then capture, your professional voice? Understanding, and then articulating, Who You Are as a Business Person of Worth catalyzes clients to do continue to do business with you. When you capture your professional voice first, in the words of Don Miguel Ruiz, you are on the road to... [Continue Reading]
Tom Pick's insight:
Don't just use "marketing speak." When you capture your professional voice first, you retain customers as a result.
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Release Roundup | Kinetic Vision

Release Roundup | Kinetic Vision | Business Service Management | Scoop.it
Release Roundup We’ve got a lot of software. It’s what we do. If you haven’t been tracking every single detail, here’s an update for each title. Got questions? Suggestions? We’re always listening – especially wally@kineticdata.com and sales@kineticdata.com – drop us a line! Task 4.1 Navigation – easily navigate between runs and routines Tree recovery – … Continue reading "Release Roundup"
Tom Pick's insight:
Key updates to IT service management, service catalog, and enterprise collaboration tools.
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Team Collaboration Strategy IIoT Style impacts Customer Retention

Team Collaboration Strategy IIoT Style impacts Customer Retention | Business Service Management | Scoop.it
Does your team collaboration strategy IIoT style impact customer retention and employee engagement? You do have a team collaboration strategy, don’t you?
Tom Pick's insight:
Team collaboration strategy IIoT style pokes even more holes in corporate silos and departmental mindset. There is no room for Us versus Them mindset in the globally competitive IIoT business ecosystem.
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Tech Workforce Hiring Strategy IIoT Style is not Old School

Tech Workforce Hiring Strategy IIoT Style is not Old School | Business Service Management | Scoop.it
How does a tech workforce hiring strategy IIoT style impact customer and employee retention and value creation? Where does your organization stand?
Tom Pick's insight:
How does tech workforce hiring strategy IIoT style contribute to an organization’s value stream? Find out in this post.
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The Six Best Accounting and Finance Tools for Small Business

The Six Best Accounting and Finance Tools for Small Business | Business Service Management | Scoop.it
These online tools enable small to mid-sized businesses to efficiently manage invoicing, purchase orders, expenses, payroll, reporting, taxes, and more.
Tom Pick's insight:
Today’s SaaS-based accounting and finance tools are affordable, easy to use, and impressively sophisticated. They enable even the smallest businesses to cost-effectively maintain accurate books while staying tax- and standards-compliant.
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Us versus Them IIoT Workplace Mindset does not Work. Here's why.

Us versus Them IIoT Workplace Mindset does not Work. Here's why. | Business Service Management | Scoop.it
Us versus Them IIoT workplace mindset doesn’t work. Especially in today’s industrial Internet of Things work environments. Think about it.
Tom Pick's insight:
To work effectively and collaboratively, IIoT teams must continuously address the "Elephant in the Room."
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The 20 Most Highly-Rated Sales Books of All Time

The 20 Most Highly-Rated Sales Books of All Time | Business Service Management | Scoop.it
Add some of the all-time best sales books to your reading list.
Tom Pick's insight:
Fantastic list of the top sales books, from some of the classics to recent releases.
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