Influitive

NOVEMBER 16, 2016

People just can’t stop talking about account-based marketing (ABM). With new technologies to help organizations scale, and a shifting focus on the customer experience, the age-old strategy of focusing your marketing efforts on a shortlist of your most desired accounts has suddenly become all the rage.

Accountability 85

Accountability Marketing Technology Customer Experience 85

Influitive

JANUARY 16, 2017

Account-based marketing (ABM) is one of the hottest marketing trends right now—and with good reason. Today’s customers don’t want to be treated like just another email address. According to a study by Walker, the customer experience is expected to overtake product and price as a company’s key brand differentiator by.

Accountability 55

Accountability Marketing B2B Personalization 55

Influitive

MARCH 7, 2017

Account-based marketing (ABM) is one of the hottest marketing trends of 2017. According to SiriusDecisions, 58% of B2B companies planned to invest in ABM technology or services last year. However, many companies only use traditional tactics, like retargeted ads and email nurtures, to engage ideal prospects.

Accountability 45

Accountability Marketing B2B Sales 45

Beyond Philosophy

MAY 31, 2016

When examining the leverage employees can exert on customer states of mind, a few companies have learned that employees loyal to the company are also loyal to its brands—and are more likely to act as ambassadors in creating customer commitment and advocacy. The figure below illustrates their findings.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

CSM Magazine

NOVEMBER 7, 2018

Findings of the UK customer satisfaction index (UKCSI) earlier this year revealed that the utilities industry found themselves with a customer satisfaction score of 74.4 Keep the customer informed. Communication with a customer is key when dealing with an issue or complaint.

Telecommunications 221

Telecommunications Customer advocacy Chatbots Accountability 221

Influitive

FEBRUARY 4, 2021

In the most recent installment of our customer success webinar series, we had the chance to chat with Jon Ashley, Head of Global Customer Advocacy at Sage and one of our 2020 BAMMIE award winners for Advocate Marketer of the Year.

Customer advocacy 52

Customer advocacy Marketing Accountability Management 52

Talkdesk

APRIL 13, 2021

By partnering with leading customer experience consultancies to outsource administrative efforts, we aim to reinforce our commitment towards providing customers with a better agent and customer experience, and increased customer advocacy.

outsourcing 133

outsourcing Customer advocacy Contact Center Contact center software 133

SmartKarrot

NOVEMBER 2, 2022

Strategic account management is a business practice involving activities like providing customers with the best support and services, thus increasing their consumption of products and services offered by the business. Challenges are inevitable in growing customer accounts. Not all customers are made equal.

Accountability 10

Accountability Management Best practices Customer advocacy 10

Totango

DECEMBER 6, 2021

This trend was reflected in our 2021 State of the Customer Success Industry and Salary Report with survey respondents showing an increased focus on expansion and customer advocacy goals, which contribute to a positive post-purchase experience. Freemium Marketing Has Become the Leading Tactic for Lead Generation.

SaaS 92

SaaS Best practices Journey mapping Customer advocacy 92

CustomerSuccessBox

FEBRUARY 7, 2022

Delivering success to the clients by using the vendor’s product was never easier without the customer success software that tweaks all the essential paths of the buyer’s and customer’s journey from onboarding to customer advocacy and as well tracking the KPIs that resonate with the goals of the company.

Management 52

Management Customer advocacy CRM Upselling 52

AskNicely

SEPTEMBER 4, 2018

AskNicely NPS software empowers teams with customer feedback on any screen: Salesforce (with full NPS dashboard, leaderboard, text analytics and reporting capabilities), mobile app (iOS and Android) and TV dashboard. Automate follow-up with at-risk accounts to boost retention. “The Best NPS Solution For Salesforce.”

Customer advocacy 60

Customer advocacy Feedback Customer retention Enterprise 60

CustomerSuccessBox

JUNE 24, 2022

Why you should invest in Customer Success? Customer Success is a core growth driver. It helps companies keep up with the accounts they’ve closed, and maintain, retain, and expand them. In order to keep your edge in a competitive market, CS has to be leveraged to nurture relationships with your customers.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

Influitive

JANUARY 27, 2017

To start 2017 off strong, we’re reviewing some of Influitive’s biggest B2B marketing campaigns from 2016 to see what went well and what we could improve on. (If January is the perfect time to review the past year’s ups and downs—both personally and professionally—to see how you can do better. If you’re curious about previous years,

B2B 91

B2B Marketing Personalization Accountability 91

CustomerSuccessBox

AUGUST 10, 2021

And this is where customer health score come into the picture. At every stage, you need some kind of a health score to evaluate the status of the account and decide how you would engage with the account to take it ahead in the journey. Who Is Using a Customer Health Score? Increased Advocacy.

Customer advocacy 52

Customer advocacy Customer retention Benchmark Surveys 52

CustomerSuccessBox

MARCH 17, 2022

A Customer Success playbook is a list of proactive, and best practice actions that CSMs must perform! It is a series of tasks that can be delegated to an account or a group of users at different points of their customer journey to help them adopt your product successfully. Customer Advocacy Playbook.

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 52

Tethr

JUNE 23, 2020

Preach this concept to your leadership, your team and your customers so you can hold your business accountable for delivering. When deciding on a new feature or launching a partnership, ask if the decision is in the best interest of your customers. Be sure your marketing team is aligned on the concept. They should be.

Customer centricity 64

Customer centricity Customer advocacy Surveys Sales 64

Beyond Philosophy

SEPTEMBER 6, 2016

The key is to attract high-value customers by identifying high-potential prospects and delivering what they want and need. Marketing consultant and author Robert Tucker has stated, “Companies are often so concerned about attracting new customers that they denigrate their unique value proposition to loyal customers.”

Consulting 186

Consulting Consulting Customer advocacy Sales 186

Toister Performance Solutions

AUGUST 22, 2017

A question posted on the Inside Customer Service LinkedIn group recently caught my attention. Celeste Peterson, a Customer Advocacy Supervisor at Palo Alto Software, asked: What do you think are the most important metrics to track for a small customer service team? Palo Alto Software's Customer Advocacy Team.

Metrics 68

Metrics Customer advocacy Feedback Accountability 68

ijgolding

FEBRUARY 5, 2018

Although I was studying accounting and finance at the time, I started out in sales and marketing. It did not take long for me to start becoming interested in the customer service elements of the business. I became a marketing consultant!! Tell me a little about your background? What happened next?

Customer centricity 105

Customer centricity Customer advocacy Marketing Finance 105

ChurnZero

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Chief Customer Officer. Create a customer-centric culture. Looking for a new role in Customer Success?

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

CustomerSuccessBox

FEBRUARY 28, 2022

Both the models (customer engagement and customer success), focus on a customer’s journey before acquisition through customer advocacy. Customer Success is all-encompassing and covers customer engagement under its umbrella. LAER model in Customer Success. Who owns the model?

Upselling 52

Upselling Customer advocacy SaaS Education 52

Influitive

OCTOBER 26, 2015

Referred prospects are also 30% more likely to convert than leads generated through other marketing channels, and have a 16% higher customer life-time value. That’s right, even this search-engine giant has its own referral marketing program , rewarding business customers for each new user they sign up for Google Apps for Work.

B2B 94

B2B Customer advocacy Marketing Education 94

CustomerSuccessBox

MARCH 10, 2022

In order to do so, you need to roll out NPS and customer satisfaction surveys and collect the reviews. For customer advocacy, write case studies, and ask for referrals! Figure out the upselling opportunities and act upon customer retention. And get alerts whenever there is a need to pay attention to their accounts.

Management 52

Management Customer retention SaaS Customer advocacy 52

Totango

AUGUST 21, 2020

Customer success focuses on the customer journey as a whole and puts CX into the context of the customer’s overall needs and business goals. Account Management Vs. Customer Success. Investing in customer success means investing not just in your customer’s success, but in that of your enterprise.

Enterprise 78

Enterprise Customer centricity Accountability Customer advocacy 78

GetFeedback

FEBRUARY 15, 2019

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. About the guest author.

Customer Experience 128

Customer Experience Customer advocacy Feedback Coaching 128

CustomerSuccessBox

JANUARY 10, 2022

Additional Resource: Top 6 Focus Areas for a Customer Success Leader. You are also the interface between the client and your Marketing and Product teams. You, therefore, have an impact on the product roadmap to respond better and as quickly as possible to the needs of your customers. Customer success manager.

Management 52

Management Surveys Customer advocacy Accountability 52

Mindtouch

APRIL 23, 2018

And the future of enterprise depends on actionable insights to deliver proactive support throughout the entire customer journey. These give us the why , how , what , and where your customers are looking to be served. Aligning departments around your distinct customer verticals creates a holistic approach to optimizing their success.

Chief Customer Officer 48

Chief Customer Officer Customer advocacy CRM Enterprise 48

CustomerSuccessBox

APRIL 11, 2019

. << Recommended Minimum>> This is the ideal level you should be at once you have 50+ accounts, 2-3 CSMs and a Head of Customer Success. Some of the customer success platforms you could look at are CustomerSuccessBox , Gainsight and Totango.

Upselling 80

Upselling CRM SaaS Customer advocacy 80

Amity

MARCH 1, 2018

Yet, if you think you’re getting a full picture of your customer, but you’re not asking them exactly how they feel, you’re missing the point. Not only should NPS be taken into account when calculating health, but it should trigger early warnings when dropping into passive or detractor territory. And finally, DO Share.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

OctopusTech

APRIL 29, 2022

The customer base can be your target audience or a specific group of people who are based on your buyer persona. 8 Effective ways to grow your customer base. Your customer service team should try to solve the issues in the first call itself and also do it on time. . Encourage customer advocacy.

Gamification 62

Gamification outsourcing Customer retention Customer advocacy 62

ChurnZero

MAY 20, 2021

You don’t know why your customers churn. In this preliminary phase, you’re still likely trying to reach product-market fit, you can count your customers on two hands, and you have a good sense of your customers’ satisfaction with your service despite not having any formal surveying. Traits: Product-market fit. $6M

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

CustomerSuccessBox

DECEMBER 9, 2021

Just churn does not cover the full potential of the customer success department. This takes into account the downgrades or upgrades with customer growth. This is a simple KPI but takes into account the effect of Customer Success on the bottom line of your business. Know more about NPS here. 5) Expansion MRR.

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52

SmartKarrot

MAY 11, 2023

Apply here: [link] Role: Customer Success Manager Location: United States (Remote) Organization: Kanmon As a Customer Success Manager, you’ll promote long-term business partnerships, manage a portfolio of accounts. Provide white-glove treatment to our most critical customers. Your accounts are yours.

Customer advocacy 19

Customer advocacy Enterprise industry standards Accountability 19

Amity

JUNE 20, 2016

Some would argue that an acceptable alternative is "your customers feel successful enough to renew" which is a defeatist attitude and is not customer-centric. For some teams, this includes hitting customer support SLAs. What part does the CSM play in overall customer-reported health?

Management 69

Management Metrics Customer advocacy Accountability 69

Amity

JULY 4, 2017

Yet, if you think you’re getting a full picture of your customer, but you’re not asking them exactly how they feel, you’re missing the point. Not only should NPS be taken into account when calculating health, but it should trigger early warnings when dropping into passive or detractor territory. Take action.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

CustomerSuccessBox

DECEMBER 13, 2021

There should be prescriptive onboarding options that fit the use cases, organization size, and complexity of each customer. The onboarding options should be tailored to the specifics of the markets and segments of customers you serve. They segmented our customers based on the size (e.g.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

SmartKarrot

NOVEMBER 14, 2022

As a Director of Customer Success, you will create efficient processes for managing all pre- post-sales technical support; including phone & e-mail support, lab-based troubleshooting, knowledge database, and interface with CRM. Establish both leading and lagging KPIs to enhance customer advocacy. Apply here: [link].

Technical Support 19

Technical Support Customer advocacy Engineering Upselling 19