Demandbase | February 15, 2022
Demandbase, the Smarter GTM™ company for B2B brands, today announces the launch of its Account-Based Experience (ABX) Certification. The company has a proven track record of educating revenue teams through Demandbase Academy, having certified more than 7,000 professionals for completing its Account-Based Marketing (ABM) Certification courses. Now, with the addition of this new ABX Certification, Demandbase pulls back the curtain on the future of ABM and B2B go-to-market. The course leads participants through a proven five-step process of creating their own ABX strategy, providing detailed and interactive instruction about engaging their best accounts with the right content at the right time on their terms. It also helps them define their goals, measure their ABX success, and much more.
"ABX merges the best of ABM and customer experience, and is powered by artificial intelligence (AI)," says Jon Miller, chief marketing officer at Demandbase.
"ABX merges the best of ABM and customer experience, and is powered by artificial intelligence (AI)," says Jon Miller, chief marketing officer at Demandbase. "It's the next evolution in B2B go-to-market and, as such, is crucial for practitioners to embrace. We're inviting customers and non-customers to get certified, which will give them the knowledge and roadmap they need to understand ABX and take its principles and strategies right back to their organizations. If you want to completely transform your sales and marketing results this year, this is the course that will get you there."
The Demandbase ABX Certification is structured into eight modules, which take attendees through the basics of ABX, account journeys, building a data foundation, finding the accounts that drive their business, engaging accounts across channels, measuring progress, closing opportunities, and the ins and outs of ABX implementation. Revenue teams can become ABX Certified at any time, regardless of whether they have completed the other available Demandbase ABM certifications or not.
The certification costs $395, but Demandbase is offering free access to the course through April 30, 2022. Demandbase customers can always access this and other GTM Certifications for free through the Demandbase Academy. To learn more and sign up for the ABX Certification course, please visit https://www.demandbase.com/resources/go-to-market-certification.
Demandbase is Smarter GTM™ for B2B brands. We help marketing and sales teams spot the juiciest opportunities earlier and progress them faster by injecting Account Intelligence into every step of the buyer journey and orchestrating every action. For more information about Demandbase, visit www.demandbase.com.
Webhelp | March 14, 2022
Customer contact center operations are set to undergo transformation to improve customer experience (CX) delivery, according to new research from Frost & Sullivan. Commissioned by Webhelp, the study of over 1,000 senior customer experience management professionals finds organizations are embracing technology and new ways of working to deliver improved customer service, with 98% planning to transform operations within 24 months.
The study finds almost one in two senior CX professionals expect to see a rise in new customer channels supported by technology such as voice assistants and augmented reality services in the next decade. Much of this change has been accelerated in the last couple of years by the COVID-19 pandemic; 90% expect working from home to be a permanent part of CX delivery models in the future, and 78% expect advisors to have the ability to determine where they want to work.
In remote environments, operational challenges have remained, and the research reveals that engaging and motivating employees is seen as the most pressing issue, closely followed by keeping up with the latest contact center technology and deploying it at scale.
“The study has provided fascinating insight on the future direction of customer experience delivery,” commented Alexander Michael, director of consulting at Frost & Sullivan. “As the industry continues to undergo rapid transformation, it’s pleasing to see that brands plan to embed work from home as a permanent part of their model. Those that recognize that this needs to be designed in properly, in a sustainable manner, will see true benefits for their business and their customers.”
A turnkey approach to quality customer journey delivery
Contact center managers expect onshore, nearshore and offshore contact centers to grow in the future – showcasing the need for a tailored approach across different businesses to maximize quality delivery. Companies choosing to improve customer experience may need to adapt the approach, while ensuring the security of customer data, access to talent, the resilience of operation and cost base.
“CX transformation must start with the needs of the customer and strategy of the business,” commented Olivier Duha, CEO and co-founder of Webhelp. “Once agreed, it’s important to think holistically about how an operation is designed to meet those needs. This model should embrace the most suitable delivery format, considering how onshore, nearshore and offshore locations can be combined with working models such as onsite, at-home, or hybrid work. The world we live in today means we can host a customer support location for anywhere in the world and scale it rapidly.”
The research indicates that any customer experience management approach must address operational challenges of the future, around managing employee attrition, integrating disparate channels and systems, managing compliance, and engaging and motivating employees (all areas estimated by one in two to be more challenging in the future).
Respondents that have engaged in transformation projects are seeing benefits, with positive impacts identified on the security of data/customers (77%), customer experience (78%), access to talent (76%), the resilience of operations (77%), and cost base (77%).
“There are huge pressures on customer experience leaders to enable greater scalability to meet rising customer demand,” said Sandrine Asseraf, group managing director, at Webhelp. “While a majority of managers had minimal challenges moving to a work-from-home model, they now need to deploy the right technologies to adapt, scale and flex in response to advisor demands and evolving consumer behavior.”
Webhelp designs, delivers, and optimizes unforgettable human experiences for today’s digital world – creating game-changing customer journeys. From sales to service, content moderation to credit management, Webhelp is an end-to-end partner across all B2C and B2B customer journeys. Its over 100,000 passionate employees across more than 55 countries thrive on making a difference for the world’s most exciting brands. Webhelp is currently owned by its management and Groupe Bruxelles Lambert (Euronext: GBLB), a leading global investment holding, as of November 2019.
Mediafly, InsightSquared | January 28, 2022
Mediafly, a sales enablement and content management platform, completed its acquisition of revenue intelligence solution InsightSquared to help power its Revenue360 revenue intelligence solution.
Revenue360 is designed to provide an insights-driven sales system that captures and analyzes data at every buyer touchpoint to help accurately forecast, coach and make prescriptive recommendations for the next best sales action. The combined Mediafly and InsightSquared solution will launch within Revenue360 in March 2022 and seeks to create one visual dashboard for content engagement, conversational intelligence, buyer intent, value engagement and sales activity data.
The product integration closely follows Mediafly’s $10 million funding round, where the company indicated it wanted to invest its new capital — which totaled $35 million total for 2021 — in revenue intelligence capabilities, among other initiatives.
By marrying Mediafly’s best-in-class sales enablement, content engagement and value selling tools with InsightSquared’s leading revenue intelligence, forecasting and analytics capabilities, we are providing the complete revenue enablement platform to meet today’s market demands,” said Carson Conant, CEO of Mediafly, in a statement.
“By marrying Mediafly’s best-in-class sales enablement, content engagement and value selling tools with InsightSquared’s leading revenue intelligence, forecasting and analytics capabilities, we are providing the complete revenue enablement platform to meet today’s market demands,” said Carson Conant, CEO of Mediafly, in a statement. “The combined solution propels our technology far past sales enablement vendors that focus on traditional capabilities like content and learning management. When revenue teams leverage the combined power of Mediafly and InsightSquared, they eliminate the need to rely on partial intelligence and gut instinct to forecast sales and inform buyer-seller interactions. They get a clear picture of what’s happening at every touchpoint within the buyer journey, both in and out of the sales meeting, with prescriptive next steps to engage buyers, move deals forward and drive predictable revenue growth.”
ZoomInfo | February 09, 2022
ZoomInfo (NASDAQ: ZI), a global leader in modern go-to-market software, data, and intelligence, today announced the launch of MarketingOS, a new account-based marketing (ABM) platform that aligns sales and marketing teams in a unified system powered by ZoomInfo’s world-class business-to-business (B2B) data.
MarketingOS helps demand generation and ABM teams target and convert leads into buyers through insight-driven orchestration and personalized engagement across multiple channels, including display and social advertising, email, SMS, and more. MarketingOS also turns websites into digital storefronts—through enriched forms, unique visitor tracking, and human-first chat experiences—to help improve on-site conversion and to tighten the relationship with sales.
“Our comprehensive B2B database is the key differentiator that sets MarketingOS apart from other ABM solutions,” said ZoomInfo Founder and CEO Henry Schuck.
“Our comprehensive B2B database is the key differentiator that sets MarketingOS apart from other ABM solutions,” said ZoomInfo Founder and CEO Henry Schuck. “ZoomInfo’s unique data science algorithms allow marketers to connect with the right prospects at precisely the right time. No other solution on the market combines the power of data-driven insights and marketing-optimized workflows like ZoomInfo’s MarketingOS.”
MarketingOS is one of four platforms that comprise RevOS, ZoomInfo’s modern operating system for revenue professionals, which was also unveiled today. A unified system for sales, marketing, operations, and recruiting teams, RevOS delivers the data, insights, software, and integrations needed by businesses and professionals to achieve their growth potential in a new insight-driven era of digital selling.
SalesOS, OperationsOS, and RecruitingOS, which are also now available to customers, complete ZoomInfo’s RevOS. This system empowers businesses to consistently engage with the right people at the right companies at the right time with relevant messages. RevOS features a unified login and app administration experience, with all apps and tools launched and managed from a single dashboard to give users at-a-glance information regarding their campaigns. Users can switch between applications effortlessly, allowing for seamless workflows between RevOS applications.
Marketers typically fail because the data in most ABM platforms is both inaccurate and incomplete. Current ABM solutions are designed to leverage companies’ own first-party data, which exists in their customer relationship management or marketing automation systems. Without quality data, marketers pour advertising dollars at the wrong prospects and companies, and, as a result, deliver fruitless leads to sales and waste time and resources. With ZoomInfo’s best-in-class data and intelligence at its foundation, MarketingOS enables marketers to effectively reach target accounts and drive qualified leads for sales.
Using MarketingOS, marketers can run display and social advertising campaigns through ZoomInfo’s proprietary demand-side platform and social integrations to target specific professionals, job titles, levels, or functions at in-market accounts exhibiting buyer intent. MarketingOS also features an in-market predictive score that ranks where prospects are in their buying journeys, informing how and when marketers should engage with prospects based on their ranking and helping them to prioritize their outbound efforts on prospects who are most likely to convert.
Additionally, MarketingOS gives teams ongoing monitoring of their entire universe of prospect and customer accounts, helps them cleanse and manage their marketing database effectively, and surfaces the best audiences based on fit, intent, and engagement. With ZoomInfo’s unparalleled contact data and intelligence, hyper-targeted campaigns can engage high-value accounts and buyers based on ideal customer criteria using 300-plus company attributes that reveal timely business needs and insights.
ZoomInfo (NASDAQ: ZI) is a leader in modern go-to-market software, data, and intelligence for more than 25,000 companies worldwide. ZoomInfo’s revenue operating system, RevOS, empowers business-to-business sales, marketing, operations, and recruiting professionals to hit their number by pairing best-in-class technology with unrivaled data coverage, accuracy, and depth of company and contact information. With integrations embedded into workflows and technology stacks, including the leading CRM, Sales Engagement, Marketing Automation, and Talent Management applications, ZoomInfo drives more predictable, accelerated, and sustainable growth for its customers. ZoomInfo emphasizes GDPR and CCPA compliance. In addition to creating the industry’s first proactive notice program, the company is a registered data broker with the states of California and Vermont. Read about ZoomInfo’s commitment to compliance, privacy, and security. For more information about ZoomInfo’s leading go-to-market software, data, and intelligence, and how they help sales, marketing, operations, and recruiting professionals, please visit www.zoominfo.com.