Alyce Erikson

⏱️ How Reward Gateway cut down on customer wait times with Zendesk's omnichannel support product: https://zdsk.co/3UQgQE8 The employee engagement platform switched to Zendesk for more streamlined CX workflows and unified data, but got so much more: ✅ -145% reduction in chat wait time ✅ -110% reduction in call wait time ✅ 40 hours saved in agent training ✅ 3X user base growth"

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🎯 Where to Start with CRO? Insights from AB Tasty and Monks 🚀 Crafting a successful experimentation strategy can feel overwhelming, but breaking it into steps makes all the difference: 1️⃣ Identify Priorities: Start by analysing business performance—focus on acquisition, retention, or loyalty. Use customer data to pinpoint pain points, understand drop-off points, and generate solutions with your team. 2️⃣ Choose a Prioritisation Framework: For beginners: Use PIE (traffic, value, and ease) to decide what to test. For experts: Develop a custom checklist tailored to your business needs. 3️⃣ Leverage UX: A/B tests double as UX research, helping teams refine designs based on real user feedback. This leads to better engagement and satisfaction—don’t skip involving the UX team! 4️⃣ Quick Wins First: Start with low-hanging fruits to gain momentum, then shift to innovative, segment-driven ideas as your strategy matures. 5️⃣ Sync A/B Testing with Personalisation: Test every personalisation idea before rolling it out to ensure it stays relevant and resonates with changing customer behaviors. 💡 Ready to take your CRO to the next level? Start small, think big, and always keep experimenting! Visit - https://lnkd.in/geuxxtnx #CRO #Experimentation #Personalisation #UX #ABTesting #DigitalOptimisation #apacexperimentation #apacexperimentationsummit

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I see so many SaaS companies lose millions in APAC! 🌏 Why? Because they choose the wrong sales model. It’s a common mistake, but one that sales and marketing leaders can avoid with the right approach. Here’s what you need to remember: ➡️ APAC isn’t one market - it’s 40+ unique ones. What works in Singapore may fail in Thailand. Direct sales might close enterprise deals in markets like Singapore and Australia, but for medium-sized businesses or markets like Indonesia, Thailand, the Philippines, or Korea, you need channel partners. Here’s why local partners are essential: ☑️ Deep cultural understanding 🌏 ☑️ Language expertise 🗣️ ☑️ Existing relationships 🤝 ☑️ On-the-ground support at scale 🚀 ☑️ Compliance and legal know-how 🏛️ ☑️ Streamlined delivery and implementation ⚙️ I’ve seen companies burn millions by taking a one-size-fits-all approach-focusing only on direct sales. Without local partners, they lose time, money, and deals. 💡 Want to win in APAC? Don’t copy and paste your strategy. Take the time to understand each market. Align your sales model to what works in specific regions. The key is adaptability. The APAC region is a massive growth opportunity, but only if you approach it with the nuance and strategy it deserves. #saasmarketing #APAC #strategy #channelpartners #b2b #marketing #globalgrowth #gotomarket

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✨ What a way to end the onboarding journey than to share the biggest takeaways from the last two weeks from the latest additions to the Deel team APAC! 🎉 Congratulations Jonty Lansbury Stella Shen Peter Chong Kosuke Uchida Joyce Lu @krishna @chen Here’s what stood out: 1️⃣ Communication is key! Clear, consistent, and open communication is the foundation of success in any role. 2️⃣ Never stop growing. The best professionals are lifelong learners. Growth is a journey, not a destination. 3️⃣ The Deel product is amazing and beautiful. Understanding and appreciating the value we bring to customers makes us better at what we do. 4️⃣ Always be humble and ask for help when you need it. Collaboration and learning from others make us stronger as a team. 5️⃣ Build relationships. Your colleagues and network are your greatest allies—invest in meaningful connections. 6️⃣ Take ownership. Be proactive, embrace challenges, and take pride in your contributions. Your impact matters! 💼 To everyone onboarded, let’s carry these lessons forward and make a difference together. The journey is just beginning! 🌟 #OnboardingJourney #Teamwork #GrowthMindset #DeelLife #CollaborationMatters 🚀✨

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Selling has become harder than ever. Sales engagement is down, with 71% of APAC B2B leaders agreeing that prospective customers are harder to reach than a year ago. Enter the new frontier of sales where the teams that win are leveraging human-centered AI to boost productivity and, ultimately, creating value for their prospects.   Join our HubSpot & LinkedIn webinar, Maximizing Sales Productivity and Revenue Growth, on June 25th (3:00 PM AEST | 1:00 PM SGT) and discover how the modern sales organisation is transforming buyer engagement with CRM systems and sales intelligence tools. Bonus: there will be a showcase on the new LinkedIn Sales Navigator and HubSpot CRM integration 🤝

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Ready to meet us where AI meets observability? Say no more. Join us virtually on 6 & 7 November as we dive into how Intelligent Observability can give you complete clarity into your entire digital estate, prevent business-critical incidents, and unlock more value from your technology. Mark your calendars.

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We had a great time at #TheMarTechSummit last week connecting with Marketers across various industries. Speaking with so many Marketers, it was fascinating to understand how Data and AI are being used together to accelerate the GTM strategy by building a more personalised message. Personalisation #B2BMarketing #IntentData #B2BSales

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Uncover the secrets to efficient localization spending and budget management in the latest blog post by Phrase #localization

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Want to know how to win the data and AI race? Gain a competitive edge with our CIO Collection featuring insights from Google Cloud and Salesforce. Discover actionable strategies to harness the full potential of Data & AI. Explore the collection now!→ https://lnkd.in/gU_JGvBA #Salesforce #GoogleCloud #GoogleCloudPartners #innovation #partnership #datasharing #bigquery #datainsights #data #ai

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The PLG vs SLG debate? Yawn. Customers don't care about your go-to-market strategy — they just want a seamless experience. Enter scaled CX: the missing link between PLG and SLG Scaled CX = the experimentation of PLG + the high-touch engagement of SLG Scaled CX works with… ▶ 𝗣𝗟𝗚 𝗰𝗼𝗻𝗰𝗲𝗽𝘁𝘀 like continuous experimentation by using data from user interactions to refine the product. Utilize A/B testing, user feedback, and usage analytics to understand what drives user engagement and satisfaction. ▶ 𝗦𝗟𝗚 𝗰𝗼𝗻𝗰𝗲𝗽𝘁𝘀 like personalized customer interactions through direct sales and support efforts. Leverage customized onboarding sessions and ongoing engagement strategies tailored to individual customer needs. Here’s how we put scaled CX into action: Marketers need engaging content. Sales teams need engaged and qualified leads. Both require insightful data to perform at their best. So we built involve.me as a platform where they can: ✔ Build and personalize interactive forms ✔ Quickly move leads through the funnel ✔ Acquire data directly from leads ✔ Use it to personalize further The best part? No coding required! With involve.me you just drag, drop, and let our AI work its magic. Interested in building your own scaled CX motion? Read Kyle Poyar and Miro’s Deepina (Dee) Kapila’s guide here: https://lnkd.in/gtYBG55W #startups #marketing #digitalmarketing #artificialintelligence

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So true. Great customer success comes from understanding the difference between being nice and being kind. Being nice often means saying “yes” to everything, even if it’s not the best solution. But being kind is about doing what’s right, even when it’s hard. Sometimes that means having tough conversations or disagreements, but it always leads to better outcomes in the long run. You'll be loved by the right people for doing the right thing.

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🚀 Salesforce has just unveiled its new proprietary AI models—xGen-Sales and xLAM—powering the future of sales automation within the Agentforce platform. These AI advancements are designed to streamline workflows, enhance customer interactions, and boost sales efficiency. But with great power comes great responsibility. Concerns around AI observability, explainability, and reliability remain. Will Marc Benioff rename Dreamforce to Agentforce? 🤔 Key highlights: xGen-Sales: Fine-tuned for industry-specific sales tasks 📊 xLAM: Lower costs, faster performance, and complex task execution ⚡ AI concerns: Lacking full observability and explainability measures 🔍 Are you ready for this big leap forward with Agentforce? I was just getting used to Prompt Builder! 🚀 https://lnkd.in/gp8f_nbr #Salesforce #AI #ArtificialIntelligence #SalesAutomation #Agentforce #xGenSales #xLAM #Automation #TechInnovation #BusinessEfficiency #SalesTech #CustomerExperience #CRM #FutureOfWork #DigitalTransformation #AIInnovation #EnterpriseSoftware #AIModels #MarcBenioff #Dreamforce #MachineLearning #TechNews #SalesEfficiency #AIObservability #AIExplainability

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Churn is not just a CS problem! Still, CSMs are penalized when an account churns. 😭 Churn can be because of many reasons: ↘ Product Adoption Issues ↘ Stakeholder changes ↘ Engagement Issues ↘ Budgeting Issues ↘ Support Issues ↘ Wrong Sell ↘ Idea Pivot ..and many more Yes, CSMs can minimise Churn. But It's not always their fault if the account churns. Analyze ➡ Segment ➡ Action This is the way to minimize churn in the longer term. Think #CustomerSuccess Think #Ankitify | The CS Mentor

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Level up your prospecting game with ZoomInfo Copilot. 📈 By leveraging your CRM data and ZoomInfo's unrivaled B2B intelligence, ZoomInfo Copilot offers smart outreach recommendations and uncovers prospects you might have missed. Discover how customers like Ahsan Yousaf, Business Development Representative at Clio - Cloud-Based Legal Technology, are achieving sales success with ZoomInfo Copilot ➡️ bit.ly/3RwZJFl #ZoomInfoCopilot

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When is it the right time to transition from Founder Lead Sales? Listening to David Shepherd the ex Head of HubSpot ANZ at Amazon Web Services (AWS) who was part of their scaling from $20M ARR to $1B ARR he provided some highly valuable insights (all having nuance!). You have Product Market Fit when: 1. When you can predict what your sales are for the month consistently 2. You're keeping customers longer than 6 months or a full sales cycle The First 90 Days is where you should be able to clearly identify what keeps them. "A good sales call is like a Jazz song" "Not Yet" as an answer on Sales Calls is feedback that you have a Sales Process issue, usually that you haven't learnt enough about your customer. Validate your prospect with atleast 5-10 questions to identify what challenges they're facing and then craft your sales pitch specifically to answer those. In David's words, the Sales call should be like a "Jazz song" where you're not reading off a script but engaging and "riffing" with the customer. Hiring Sales People 1. Don't hire people who've worked at highly established companies unless the product/service they were selling was in a highly competitive market. eg. hiring an ex-Google Office Suite (More challenging) vs Google Ads (Less challenging). 2. You can identify a good vs a great salesperson when they can tell more than a few but many stories of successful sales specifically with lots of detail. 3. Intelligence to adapt. They should be able to show how they can adapt in situations and go offscript, think outside the box to secure a sale. There were so many other nuggets of information from his experience shared with some great questions asked by the audience. The last one that also stuck with me was determining how your product's new feature or update will impact your sales cycle, not just your paying customer. Special thankyou to OIF Ventures for the invitation and Nick Holmes à Court

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Zapier and the Evolution of GTM Ops: Over the past decade, GTM Ops (Go-To-Market Operations) has evolved from a niche role into a critical function that connects multiple operational disciplines. What began as Sales Ops—focused on managing sales pipelines—has grown to include RevOps, Marketing Ops, CS Ops, and BizOps, all working together to support the entire customer journey. This transformation reflects the increasing complexity of business growth, where teams need to be more aligned and data-driven than ever. The initial shift came as companies recognized the importance of integrating sales and marketing. Early on, Sales Ops optimized lead generation, territories, and sales performance. With the rise of renewals and upsells, RevOps was born to unify sales, marketing, and customer success in managing revenue holistically. Marketing Ops soon followed, automating demand generation and nurturing leads, while CS Ops focused on post-sale processes like onboarding and retention. BizOps then emerged to drive cross-functional alignment and operational excellence at a strategic level, ensuring every team contributed to business objectives. Together, these functions formed the GTM Ops ecosystem, where operations professionals automate tasks, break down silos, and drive efficiency. Throughout this journey, Zapier has played a pivotal role. Since its early days, Zapier has empowered ops teams to connect systems and automate workflows without coding. It was the first no-code tool many ops professionals used to scale processes, eliminate manual work, and drive efficiency across the business. As GTM Ops continues to grow, Zapier remains central to helping teams automate increasingly complex workflows across sales, marketing, customer support, and more. In RevOps, Zapier ensures data flows seamlessly between systems, while in Marketing Ops, it powers lead handoffs and campaign automations. For CS Ops, it helps streamline onboarding, retention, and customer feedback loops. Zapier continues to support GTM Ops’ evolution by enabling operations professionals to build automations, connect platforms, and scale their efforts. As the role of GTM Ops expands, Zapier remains essential in helping businesses execute efficiently and drive growth. As Head of Enterprise Innovation at Zapier, I’m excited to get even closer with GTM professionals to ensure we continue powering their growth in this new age of AI. With larger enterprises recognizing the critical role of GTM Ops, we’re committed to delivering the tools and innovations they need to thrive. Stay tuned for more as we work together to push boundaries and evolve what’s possible in the GTM landscape!

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For CSMs, it's easy to get lost in the myriad of metrics that promise to measure customer success. We often hear about high NPS , CSAT, and CES as definitive indicators of a thriving customer success strategy. But pause: is customer success really just about these numbers? Customer success isn't about achieving high scores on these metrics or maintaining a green health score. It’s not about ensuring that your customers are using your product frequently or heavily. Instead, customer success is about something much deeper—it's about ensuring that your customers achieve their desired outcomes. And here's the kicker: it's the customers who define what success looks like for them, not you. This perspective represents a fundamental shift in how we approach customer success. Traditionally, success has been tied to measurable outcomes that are easy for companies to track and analyze. However, these metrics, while useful, can sometimes obscure the true purpose of customer success, which is to help customers achieve their goals. When customers choose your product or service, they do so with specific goals in mind. These goals could range from increasing revenue, saving costs, lowering risks, improving productivity, or even something as aspirational as making it onto a Forbes 100 under 100 list. These are the outcomes that matter to them, and these are the outcomes that should matter to you. Eventually, ROI becomes the ultimate measure of customer success. Your customers are not paying for convenience or product usage anymore. They're paying for the results that your product or service can deliver. This means that the success of your relationship with your customer is directly tied to their ROI. If your product helps them achieve their desired outcomes, they will see value in the relationship and continue to invest in your solutions. If not, no amount of green health scores will keep them from moving on to a competitor. For CSMs, this shift requires a change in focus. Rather than concentrating solely on the metrics, it's essential to engage with customers to understand what success looks like for them. Ask yourself: - What are your customers trying to achieve? - How can your product or service help them reach those goals? - What obstacles might they encounter, and how can you help overcome them? By aligning your efforts with your customers' desired outcomes, you position yourself not just as a service provider, but as a strategic partner invested in their success. #CustomerSuccess #CSM #CustomerExperience #ROI #CustomerOutcomes #BusinessGrowth #CustomerEngagement #SuccessMetrics #ClientSuccess #BusinessStrategy

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Sales & marketing professionals in Asia have it hard. Thought leadership and knowledge sharing is still Western centric. Professional events & meet-ups are based on US time zone, making it very impractical to join. The GTM community is fragmented across countries, at best. Cultural local nuances are lost in translation. All of this while we are navigating uncertain times. You have been doing a great job, but the time has come to get the support you deserve. Top Line Asia is here for you - a community where we exchange ideas, learn, and support each other. If you are based in Asia, come join us and be part of the Asian GTM revolution. Link in comments ⬇ ⬇ #asia #gtm #community

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