The Manufacturing Executive
The Manufacturing Executive

Episode · 10 months ago

Giving Your B2B Customer a B2C Buying Experience w/ Sultana Mangal and Annie Dohle


Think about the experience of walking into an Apple store. Or the ease and simplicity of making a purchase on Amazon — 30 seconds, one click, and you're done.

More and more, B2B buyers expect B2C buying experiences.

In light of that, what does “customer experience” mean to you?

On today's episode, I talk about customer experience with Sultana Mangal and Annie Dohle, both Account Executives at Gorilla 76.

Here's what we discussed:

  1. What kind of experience B2B buyers expect
  2. How to differentiate your B2B brand beyond your physical product
  3. Tips for creating amazing new customer experiences in the first 100 days

To ensure that you never miss an episode of The Manufacturing Executive, subscribe on Apple Podcasts, or Spotify, or here

A twenty ollar pair of cycling glovestoday is a fifteen hundreddollar bike and a year every touchpoint counts, andI always think about that because yeah I coind of I could have even just gonein there to get a water bottle and if they created a really good experiencefor me like that, would have made it like a lifetime customer to welcome to the manufacturing executivepodcast, where we explore the strategies and experiences that aredriving. Midsize manufacturers. florward here you'll discover newinsights from passionate manufacturing leaders who have compelling stories toshare about their successes and struggles and youill learn from btobsales and marketing experts about how to apply actionable businessdevelopment strategies inside your business. Let's get into the show, welcome to another episode of theManufacturing Executive Podcast, I'm Jo Sullivan your host in a cofounder ofthe Industrial Marketing Agency, Gerila, seventy six. What does customerexperience mean to you? Is it the way you're treated when you walk into astore or when you sit down at your table at a restaurant or maybe it's theease or lack thereof, when you're trying to buy something online?Customer experience is a term that seems to be thrown around quite a bitand Beto c buying environments, but the things we experience is consumerswithout question shape our expectations as business buyers too, and that'sexactly what we're talking about today. So I'd like to welcome both SultanaMangel and Annie Doli of our own agency GERILLA. Seventy six to the show soTanamango is an account executive that our agency Gerilla, seventy six she's,a master, AF, building, strong relationships with heir clients andcreating exceptional client experiences. So Tana works closely with clients,dinsure all goals are achieved and that work is buttoned up and ready forimplementation. She's. Also, a member of our Strategic Planning CommitteeSultana has an MBA from webstee university and outside of work. She's,a member of the Satmuwar Network, an organization that converses oncommunity issues affecting the Afghan American diaspera when she's, notworking. You can find her hanging out with three dog nephews Hank Leo andSimba. Anny Jolli is also an account executive at Gorrilla. She works handin hand with clients and our team to ensure all goals yield the best results,and he is an advocate for our clients, businesses and enjoys seeing othershave great success, she's, not cheering on the Missouri Tigers. You can findAnnie, sipping on a cup of starbucks and playing with her adorable, yellow,laborageor, retriever milly, and he graduated from the University ofMissouri with a degree in communication and a minor in business, Inni andSultana welcomed to the show thanks a AA. It's about time. I had the two ofyou on here were thirty. Some episodes in, and one of my goals is to highlightdifferent areas of expertise that people from our team bring and so yeah.This is long overdue. So thanks for doing this, yeah for sure we're superECAU IED. This is also officially the the first episode Wer. I've had twoguests joined simultaneously, so you to are pioneers in that regard. I'm doinganother one of those soon but you're. The first so we'll see how that goes.Don't mess up. Okay, no pressure, all right! Well, let's, let's get intoit here! Soltana, you made an interesting comment to Yeu recentlyabout how BETB companies are now almost having to compete in a way with theexpectations that are being set in BTC fuying experiences. So, for example,think about your experience, walking into an apple store to buy a computer,they're kind of famous for or a iphone or whatever, they're famous for theirin store customer experience or the ease of buying something on Amazon. Youthink of how easy it is to just find what you need and you've purchased itin thirty seconds right. So you know these these experiences that people arehaving on the business to consumer buying front, you know, are things thateverybody who's in the BTB world are...

...obviously experiencing in theirpersonal lives, and I think they're changing expectations about what kindof customer experience people expect in the B Tob World to. So I was just kindof curious to hear what you're seeing on this front because you're the onewho kind of brought the the issue delight for me and I was liking yeahhat. That makes a lot of sense actually yeah. So I think customers are going tobe more demanding when it comes to things like personalization,specifically like in messaging. People want to connect with people an and theywant tit feel like they're, you know experiencing experiencing something.That's personalized. I think also transparency. Just in how you operate,that's going to look different for everyone and there's so many ways to doit. You know it might be pulling back the curtain on how you operate orcertain process, or you know, maybe it's it's people who tend to be in thebackground that you bring to the foregrunt, maybe getting them on camera.Maybe it's an engineer or or a safety manager. I think also the speed in theeast of working with. You is really important. You know what does yourtechnology stack look like? Is I take four days to respond to an RFQ andsomeone hop on your website and just quickly. You know, get on the live,chat and chat with the sales representative, and then I think,there's also going to be a lot of value. That's wanted and demanded in eachtouchpoint from like an email to a voice. Mal to a phone call, I think theexpectations for all of thuse are going to be really high yeah. Those are allreally good examples and things that I'm sure listeners are probably not intheir head at thinking. Yep. That's that's, definitely my world and it's alot different now than I think it was ten years ago. Fifteen know we startedour business John and I fourteen years ago and Jees. The changes in technology,even in that period of time, is as significantly impacted expectations forour own customers. So good examples. There are there examples that either ofyou can recall whether it was a b to be experience as a professional or Abe tobe experiened, be te cy experience. Excuse me in your personal lives, whereyou've experienced something as a buyer and thought now that's a really goodexample of creating a great customer experience, yeah I'll kind of jump inHar. First, I think the one that comes to my my mind and one that everyone canrelate to is the experience yo receive about starbucks. It's Te one place inthe morning where I don't mind, skipping the drive. Hougrhline andparking and walking in because of that community, neighborhood atmostere thatthey create. I think theyhave really set this expectation that no matterwhere you go wit's the starbups five minutes from your house or one in adifferent city, you're likely to experience the same service inenvironment that Youare used to I used to joke it. Sometimes I still do andit's in our slak channel, but one of the things I said I would miss mostabout college ust, the starbooks I would go to because t ey knew me sowell, but I quickly realized. After going to the one in my apartment herein St Louis that after going there a few times, they grewdid o no knew me.They grew to know my warder Theye, throw on a few drinker. You know pastryhere and there, just like the one in Columbia would do, and I think I'vealso really played into that need for immediate satisfaction that our culturenow craves and expects. I mean you could literally be packing up yourlunch in the morning, letting your dog out and ordering your drink up the apt,and by the time you get there, it's ready in to ot the counter. So I thinkjust all these factors play into why a customer doesn't mind paying three toFiveola for a cup of coffee when they could be getting that for fifty centsat the gas station. Yeah Yeah and starbucks is so interestingbecause they truly have created the experience around coffee, like that,really that really sedn exists, Tbefour Star buts. You know you get that fiftyCent Cup of copy, that you get get Fon the gas station and you have like aLittle Red Straw that you just put some cream and sugar and, like that's whateveryone was used to and starbucks creat and what is the experience aroundcoffee now and I'm personally, not a fan of starbocks that I go because it'sconvenient and it's familiar yeah and...'s, I think, you've beade aninteresting point. T Ani you mentioned like it's a cup of coffee right likethat's. Ultimately, that's what you're buying and it's- and you know it'spretty good coffee but like compared to a gas station at least right so butYuyou're willing to pay. I mean literally probably four times the pricethat you pay at lit a gas station or something for the for the same thing.Because of the experience the customer experience created there. I thinkthat's a a takeaway for anybody in business. Is You know just that pointlike there are ways to differentiate yourself outside of the physical thingyou sell and it probably becomes more and more true. The more your productmoves toward being sort of a commodity or an interchangeable thing. The wayyou're going to differentia yourself is largely going to be in the experienceyour buyer has with you. So I like that yeah for sure eah and I had a reallygood experience with big shark big school company, so they are a localbike shop in St Louis. Before going in, I didn't know anything about bikes. Iwas very intimidated by the cycling community and I went in basically notknowing anything and the sales Rep. there was so helpful just because oflike the steep expertise that he had and he didn't use like bike jarket, andso I actually understood what he was talking about and he listened to what Ineeded and knowing that I didn't know what I wanted. He didn't really pushlike the more expensive bikes on me or anything like that. I ended up gettinga bike there and then I was able to get all my gear there. So, like gloves thehelmet like the water bottle holder, they ended up doing a bikefitting. Theyinstalled my water bottle of holder. For me, they insolved my bi crack on mycar, like it was just a really great experience and I remember walking awaybeing like this is exactly what I needed, and this is the type of likelocal business that I would recommend to like a friend just because of likethe anpathy around the situation, the convenience and like the listening thatwas there. It was a really overall, really really great experience. Yeah H,I like that a lot you think of probably a lot of businesses shy away fromoverextending themselves, something like installing a by crack on your carright, Wele, there's five ten minutes of their time that they can't be. Youknow that can't be spent with another customer or something and and they'repaying for that employees time, but you think of the long term impact and thethe fact that you'Ryou're talking about it on a podcast right now, right likesharing this with probably hundreds of listeners, you've, probably recommendedbig shark to other people now, every time you need something theu're goingto go back there and so an I think. It's a matter of looking beyond thetransaction in front of you with your customer and looking at the biggerpicture and the life. You know the I guess the lifetime value of thatcustomer and everybody that they're going to touch as an advocatorambassador for Your Business Right Ma'm in Joe. I remember I poasted about thisexperience on Linton and you commented- and you said, a twenty dollar pair ofcycling. Gloves today is a fifteen hundred dollar bike and a year everytouchpoint counts, and I always think about that because yeah, I kind of Icould have even just gone in there to get a water bottle and if they createda really good experience for me like that, would have made it like alifetime customer to that's a that's great. Well, I'm Goinna have to PingMike Wis he's the owner of big Sharke. I know him personally, I I'm John and Idid some some business with him actually a long long time ago, probablygood twelve years ago, at this point, but I've had a good experience there aswell, so shout out to big shark bikes at St Louis, okay, great, well,something I wanted to to hit on here at our agency guerrilla. We do a quarterlybook club. It's not mandatory, not everybody participates, but many do- orat least you know from from some some quarters they do some some quarters.They don't have been a part of maybe half of them that we've done. One of myfavorite reads that we did as part of our book club was the book never lose acustomer again by Joey Coleman. If I'm lucky, I'm hoping some day, we can havejoey on this show he would be an amazing guest, but his whole platformis about shaping an amazing new...

...customer experience over the first onehundred days of them being your customer, and so is two client serviceprofessionals, Annian Sultana. What have you seen to be true in the veryearly stages of working with the new customer yeah? So I think every stageis just as important as the one prior and the one next, but I would say Ilove what Joey Coleman says where he says: Don't tell him how great it is towork with you show them Ut. I think this is extremely important whencustomers are't going through that acclimating stage. I think it'simportant that during this stage, do you walk slowly with them kind ofhandholding them through the process, so they know what's coming next andthat they feel comfortable. They think someone in a position like Sultan, andI can often it so it's like an Ajure to us that we can just kind of go fullsteam athead. We know what's coming. We know, what's going to happen internallywith our team, that we really need to take a step back and look at it fromour customers perspective and think about how they would feel, because onceyou pass the stage and wance the company hustmer feels comfortable Hiy,know you're transparent with them, so you have their fhull trust and they cansee that outline you're kind of envisioning to them. If thes stage isskipped, I think that's been that fires femors kind croups back in because h tthey hade that nervousness. They don't know what to expect s. They don't know.Will O results be good? We don't. We don't know what the team is doing onthe backend, so I would say that stage is so critical and retaining customersand just showing that customer experience yeah you hit on t the topicof buyers remorse there, which Joey Coleman, I know, talked about a numberof times in that book and it's I've something I have absolutely seen, andit's driven alive that I think the changes that we've tried to make atGerilla. You know you go through. I think, there's a lot of psychologybaked into that book and his research that led him in writing it. But youknow, there's there's sort of a peak of excitement and anticipation that hitsright. I think I don't remember exactly when, but it's it peaks right beforethe purchase actually happens. You know you've kind of vetted all your optionsyou're excited about this new solution, whether it's a product or service orwhatever it is you'r buying, and then you buy it and now all of a sudden.It's like okay. I just handed over my money, and I hope that this is what Ithought it was and that buyers, reemorse or maybe not remorse but likea fear, almost starts to set in and like there's a nervous sense that thatyou get, maybe we probably all experienced it in our own lives,whether it's you know, spending two hosand dollars on a computer or youknow a new bike, Siltana right like Yiu, so you know it's wh T. I think it's sooimportant to think about what you can do immediately and having anintentional plan and process ind place for recognizing the fact that your buyermight be kind of nervous right now they just made a big commitment in thebigger ticket. Your product or solution is tha. The more likely that thatbuyers, reemorse or fear is, is going to be that itwill be present. So whatthings can you intentionally? Do, I think, is what we need to be thinkingabout, to put them at ease to make them know that you're there you're a partnerto them so yeah. I, like that. I know our client service team here know thetwo of you and others who have been in that role at gorilla have worked reallyhard to create an exceptional onboarding process for our new clients,a t lot of it stemmed from what we learned and never lose a customer again.But can you know the two of you talk a little bit about what what are some ofthe components of that onboarding process for us? And although we're amarketing agency and, of course, right now, we're talking to manufacturingfolks? What I'm hoping is that some of these elements might at least sparksome ideas for listeners about how they could apply similar concepts andprocesses in their own manufacturing business yeah. I think we' really Wevreally refined our onboarding process. I think the handoff is probably thesingle most important component of that, whether it's a good or bad handoff.It's going to set the tone for the entire relationship and it's somethingthat Joy Coleman also just explains that it's so important to create thatmeaningful experience after the sale is...

...made, and that starts with the hand off.That's a really important part, I think the kickoff meeting with all of our newclients and for people who were listening it their new customers, it'sa call where the acount executive and then our main point person we' meet andset expectations. I just get excited about the relationship, but I thinksometimes that's forgotten early on is that this is really exciting, that weget to work together, that we get a partner together, and so it's anopportunity to like just kick things off and celebrate and then also youknow, I stolk about transparency before we have created a client manual wo callit a customer manual, but it's basically this idea that I got fromDavid Baker that we have laid out everything and anything related toGorello like how we operate, how we buil how we get feedback and it reallybreaks down so many different parts of our organizaation and it's played outfor anyone to see yeah, that's great, and I love what how that handboocausehas evolved, because it's you takin all the things that all the questions thatwe've heard over the years from people during those those. First few phases orthings that you know have been worries, Oror concerns, or how do you handlethis and what, if this happens, and it's all right there for hem beforeanytheme an begins and see you go and then the other expectation setting itthinks grat in that first meeting like th. This is how we expect communicationto happen. If we want things to be successful, you know- and it's not it'snot like we're dictating like we're. Acting as you know, dictators aresaying you will do it this way, but willwe're demonstrating tour clientsthat we're experts in this we have seen things go wrong and things go right indifferent scenarios and if we want things to go right, this is how we believe things should play out and-and you get on the same page about that- and sometimes you might hear from aclient. Well, that's going to be tough to do because of this reason or thatand then you work through it, but at least that conversation has been hadbefore the problem occurs. Right yeah, but I also love about the plienthandbook- is basically just a longer version of our kickoff call. So if theclient, you know, may feel overwhelmed in the KIKGOLF call here, they havethis manwal that I can go throughout their own time where it goes through.Our ovision process introduces team members and so forth. So I think it'ssomething that's really helpful at the end of the day to the customer good ad.So how about when you get beyond those first hundred days or you know,whatever you wanted to consider your sort of orientation period for a newcustomer for some listeners, it might be the first day, but you know,depending on what kind of relationship you have and what it is, that youphysically sell your customers and once you get through that onboarding phase,what are the things that an account manager inside of a relationship drivenBTB company can proactively do to enhance the customer because experienceon an ongoing basis? I think just having conversations you know once amonth or by monthly, when you're talking with your customer, about howyou come through roadbox there, seeing working with your team ind just reallyoverall nurturing that relationship. That can't be tough conversations tohave, and you may not want to have them, but that at the end of the day, it'sgoing to be how you improved and how you provide that excellent customerservice, which you were striving for. I think in Deane Addi think it's Alreally good nurturing the relationship is really important. You knowcontinuing to just provide value and just to be a source of knowledge forthem. I think a really great position to be in is when the Cutr en the clientor customer just has a question of they reach out to you, and you may not knowthe answer, but you can at least point them in the right direction and I thinkjust making sure that they know about all of the different services that youoffer, because sometimes you know they may not be aware of like postpurchasesupport that you offer. Maybe there's a new service offers offering that youhave, I think, keeping them updated on. That is really important. Yeah goodexamples, I'll tell a quick story of what's probably been my favorite B tobe experience on the buyers and will give some props to the the company thatproduces this podcast sweetfish media. You know we, I conduct these interviewsand every week and record them, and...

...then we throw our files to them andthey make them sound, really good and at the beginning and end u o soundbites and all that on there and help us get it published, but you Kn, when wewere thinking about launching this podcast, probably year and a half ago,at this point, Logan liles over at sweetfish was my- was the sales guy whowas my main point of contact, and you know from the first touchpoint I hadwith him. It was. He was purely helpful. He was just helping me figure out. Likeis podcasting me even right for gorilla. What things do I need to be thinkingabout? Who could my audience be? You know I was talking about. Maybe tryingto do it on my own, without a producer and as opposed to trying to convince me,we should hire them he'. After the call he sent me a list of links on Amazonfor all the equipment I should buy. If I want to try doing it all myself andyou know tips and I'm like Jeez, this is, I mean just genuine, authentic,helpful sales process. Well, you know some time passes there, we're startingto think about hiring. Um covid hits we're being real budget consciousbecause we don't know where anything's going and he kind of continued to justcheck in and always provide something help. Tlose. Never a you know anaggressive sales pitch coming at all, wasn't a salespish at all. It was justlittle helpful nuggets. You know examples thof things that might behelpful to me as hi keep thinking about this podcast thing, and so, when wejust did decide to launch it was first of all, as a very obvious choice thatwe were going to hire them as opposed to another company that, frankly, wasalmost half the price of them, but I could see the value that was going tobe created and then what was most amazing is after the sale it only gotbetter. You knowus put in touch with Dan they're, one of their guys who's anexpert in marketing on the podcast front, and he helped me we work throughnaming of the show and convince me to name at the manufacturing executive asopposed to some. I don't know what I was Goin Na call it something moremetaphorical. It probably didn't even make sense, and I had reasoning forthat. He helped me figure out how to Y. U know what I'm going to do with all myassets. After the show, I had redar or account manager sort of the equivalentof Youto, but on the podcast side, who was just always responsive, you knowchecking in on top of things and then and then it was all the little thingslike you know. I don't remember what it was. I think it was when e hit episode,twenty five or something all of the sudden in the mail. I get this littlepackage and it's well. It's right here, you're, looking at it right here, ifyou're for watching this, but there's like this little, you know w h with ourour podcast logo, like a microphone box to go around at a little brandinelement. They sent me like, I think, to put on my wall with the Lowgo on it andit's just a handwritten. You know note welcome Ou Ow, welcome to sweetfishthanks. You know congrats on on making it episode, whatever it was, and- andso you know simple things that it didn't cost them much at all, and butit showed that they cared and Wer were there and then the other thing they didis they sort of welcomed to me into their they're real, active unlinked inand they've helped sort of prop up the show unlinked in and help me getexposure for it. So these are all he the intangible things that you don'tnecessarily even know your buying when you buy something. So I love to usethat example and sort of just challenge our own clients to think about w. Whatis your version of that for your customers? How can you make them feelspecial know that help help them know you're in their corner and that you'reworking towards the same goals so anyway thought I'd, throw that in thereyeah. I really like that example, because for Kients Hor listening, itreally doesn't always have to be some huge. Like just big thing, it can bethose smaller things to can be smaller touchpoints. It can be smaller, likedelights, going Qook and I think those are still contributing to an overall,really great customer experience, yeah for sure, and I love Jus Pulik anspeak fish again, but that's where we got the idea for that. Welcome videointro that we send to our clients. It's just everyone records a quick thirtyseconds of themselves, Seying what they're wrong the account is, and itgives that personal touchpoint to the client that otherwise, you probablywouldn't have besides showing a picture of them in our kickoff call so agetinthat personal communication they coul,...

...put a name to the face when we talkabout them in caulse is extremely important. Yeah, that's that's a greatone ANDYEA! I love. I love the impact that that can have especially you knowat this moment in time. When there's there's less in person, you knowinteraction happening and just to add a little context there. You know.Basically what we do is we say and who are all the people who are going totouch this new clients account we all just simply. We turn on our zoom or,whatever you know, loom or whatever tool. We've got for recording a quickvideo on our desktop camera on click it introduce yourself very naturallyunscripted this is this is who I am. This is what my role is working with.You excited to be here, excited that we're going to be working together, andthen we just sort of compile them and it onnds up being probably a threeminute video with an intro and it's been really well received. I think it'ssomething that any company, regardless of what industry or world you work in,could do to add sort of a personal touch at the very beginning of arelationship yeah for sure. Well, so the two of you are, of course,in client service, specific roles, but I know you're both big believers in thephilosophy that every touchpoint that a company has, regardless of who ismaking that touchpoint with the customer, contributes to theoverarching customer experience. So can you talk a little bit about that yeah Imean I could go on a tangent about this. Please do I think it's so important and it'soverlook. So many times, but a customers, goin O, remember everyinteraction, good or bad. They Hade with you or one of your team membersright now. I think this is so interesting. I'm reading the book, thecult of the customer, which I think everyone should read s, Altianarecommended it to me. But in the book the author describes Hese like momentsof magic where, at its best it's a touchpoint. Anyone in your organizationhas with a customer, that's just like exceptional out of the world and asworst, it's still above average than what they would expect from a differentorganization and the he goes on to say that this really starts internally. Sohaving your employees feel these big moments of magic with your colleaguesmanagement and building that trust from within, because then it will obviouslytransfer to the customer experience. So I think it's just so so important toshow your employees, and this is something grill. It does well andnotice. IAVE, clients do well it well as to, but just building that trustfrom within, as at the end of the day, if you show them they're, going to showit to the clients and that's how you Mak loyal customers, it doesn't matterif you're in a meeting with the customer or a cit specialist walkingthem through. You know their website redesign every touchpoint matters andif they have a bad experience, they will remember that subconsciously nexttime they talk to you, yeah yeah. I think that I think it's soimportant, there's so much value in taking BTB customer experienceseriously. Your customers are only going to become more and more demanding.I think we know that we've seen that this idea has to be adopted throughoutyour company in every single department, and I always say that it starts withthe leadership team. It starts from there and it has to tricple throughoutthe entire company, because it truly is not on just one person's shoulder tocarry this, but it should be throughout the entire company. So it is atouchpoint for for each of those yeah great points there. Well. Is thereanything that I should have asked the two of you today and did not oranything you'd like to add to the conversation more just like a commentfor the people listening, I think when you're, when you're thinking about foryour own company, like think of a really great customer experience thatyou've had yourself right, rigt those dowbn like if it happens, Wright adowncome back to it. If should a bad experience, write that down to rightdown the by and then figure out how you can translate that to your company,like what small things wit, big things whatever is like? What does that looklike for you? I think there's a lot that we can learn from be to see,because in BC things are only getting faster. Things are only kidding betterand quality, isn't Seeng sacrificed and I think, there's a lot that we canlearn for Peo to be yeah, and I would...

...just also say you know. No one isperfect. No company is perfect. You're going to make mistakes like somemoments, you won't have great customer experience, but it's how you react tothose moments as well and just like Saltiana kind of said, just think aboutyour everyday life. You had a great interaction. I thing about bow. Howcould I translate that into my work? No matter who you are at a company yeahgreat way to put a bow on it. I think those are all really good points, andyou know just because we've just because we're operating it a be to bworld doesn't mean that the things we experience in in a restaurant at abikestore at starbucks right it all the the thinking behind. You know thatbehavior is think what you want to look at, and then you just figure out. Howdo I apply this in my own world and you know in some ways it'll probably becomekind of obvious, so we just need to be conscious of it. Well very good. Great Conversationtoday appreciate the two of you doing this. I think it may have been yourfirst podcast from what what I heard from you, and I think you nailed it soa nice job awesome. Well, obviously, I know how Ican get in touch with either of you instantaneously, through our company'sflack channel, but our audience doesn't have that same privilege, so sorryaudience but indy an Sultana. Can you tell our listeners the best way to getin touch if they want to follow up or have any questions? Yeah just connecton Linkdon? That's probably the best way yeah, I would say the same. Both ofour lingedon profiles is on Girla seveny sixcom under Orr BIOS, so justgo ahead and connect all right, perfect. Well, thank you both once again and asfor the rest of you, I hope to catch you on the next episode of theManufacturing Executive. You've been listening to themanufacturing executive podcast to ensure that you never missed an episodesubscribe to the show in your favorite podcast player, you'd like to learnmore about industrial marketing and sale strategy. You'll find an everexpanding collection of articles, videos guides and tools specificallyfor btob manufacturers at Gerilla. Seventy Sixcom a warn, thank you somuch for listening until next time.

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