Totango

DECEMBER 3, 2019

Equipped with insight into customer activity and an understanding of how to prevent churn, they search for ways to grow customer lifetime value. Customer Success is an ongoing process of monitoring and working to proactively enhance the customer experience. What Do Customer Success Managers Do?

Best practices 71

Best practices Management Customer advocacy Enterprise 71

ShepHyken

FEBRUARY 25, 2024

How Customer Advocacy Fuels Brand Loyalty and Growth by Marbue Brown (CMSWire) Reputations are made or broken by the experiences customers have with companies and especially by what they have to say about those experiences. This is a cornerstone of customer obsession — when customers are “obsessed” with a brand.

Customer Service 151

Customer Service Customer advocacy Average Handle Time Customer centricity 151

CustomerSuccessBox

JANUARY 13, 2022

They are embedding steps to nurture customers into advocates within the customer lifecycle. They are also employing software and tools to track the customer advocacy touchpoints & progress. We will talk about the application of these software and how they help optimize the customer advocacy process.

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Customer advocacy Marketing Best practices Accountability 52

Influitive

JULY 14, 2020

Customer advocacy has come a long way since its inception. Today, the most fervent supporters of customer advocacy report an uptick in both customer loyalty and customer engagement, and a stronger sense of community among their customers. A successful program requires a dedicated […].

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Customer advocacy Best practices 59

ClientSuccess

JUNE 24, 2019

ClientSuccess is excited to host Andrew Stapleton , VP of Customer Success at G2Crowd , for this month’s customer success webinar series: How to Gather and Use Reviews for Customer Advocacy. Webinar: How to Gather and Use Reviews for Customer Advocacy. Best practices for gathering reviews.

Customer advocacy 40

Customer advocacy B2B SaaS Best practices 40

ShepHyken

FEBRUARY 6, 2017

11 Reasons Why Customer Advocacy is the Bedrock of Your Business by Robbie Richards. JitBit) In this post, we’ll be discussing the importance of customer advocacy and why you must get on board, or else risk weakening the bedrock of your business. My Comment: Customer advocacy is powerful.

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Customer advocacy Brand ambassadors Customer Service Best practices 211

ClientSuccess

OCTOBER 17, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. We’ve compiled a list of 12 Customer Success Best Practices That Can Positively Impact Your Work as a CSM. Let’s get started!

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Best practices Chief Customer Officer Customer advocacy SaaS 56

ShepHyken

FEBRUARY 21, 2017

But Bell asserts that the best expression of customer loyalty is customer advocacy. In other words, the customer talks about you, tells stories about you, and tweets about you. In essence, the customer becomes an extension of your sales and marketing staff. What would I do totally differently?

Customer advocacy 215

Customer advocacy Customer centricity Best practices Sales 215

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. Increase efficiency and fill the talent gaps. Boost business growth.

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outsourcing Customer advocacy Contact Center Contact center software 133

Influitive

SEPTEMBER 1, 2020

Influitive believes it has created a better way for marketers to prospect future customers through its recently launched “Influitive Experience” hub. The activities include topics like “meeting Influitive customers,” “advocacy best practices,” and “discovering Influitive products.”

Customer advocacy 52

Customer advocacy Best practices Marketing 52

ClientSuccess

NOVEMBER 24, 2021

Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences. Today, we’re going to take a look at a fourth customer marketing initiative: engagement. eBook: Customer Success Best Practices from 20+ Executives.

Marketing 52

Marketing Customer advocacy Customer centricity Best practices 52

AskNicely

SEPTEMBER 25, 2018

While many executives have expressed support for customer advocacy, this has yet to translate into the majority establishing an advanced NPS program. Even worse, companies that lack high-level support for NPS tend to experience both higher customer turnover and significantly lower revenue growth. Still Room For Improvement.

Customer advocacy 60

Customer advocacy Benchmark Upselling Feedback 60

Influitive

MARCH 11, 2021

Creating captivating content is crucial and with Valentine’s Day as the common backdrop, our customers delivered stellar results. The post Influitive’s Key Customer Advocacy Insights: February 2021 appeared first on Influitive. Without further ado, let’s dig into last month’s data […].

Customer advocacy 11

Customer advocacy Best practices 11

CustomerSuccessBox

SEPTEMBER 20, 2021

Ellie Wu – the founder and chief evangelist behind Picture CS has a first-hand understanding of customer lifecycle and Customer Success. The platform was created to share best practices, identify challenges and constraints and find ways to solve it. Recommended read: Top traits of a Customer Success leader.

SaaS 64

SaaS Customer centricity B2B Best practices 64

Influitive

JULY 13, 2021

Read on to dig into June’s data and customer examples. Recruitment and Engagement Last month, our customers welcomed over […]. The post Influitive’s Key Customer Advocacy Insights: June 2021 appeared first on Influitive. With it came significant growth in reviews, references and nearly $17 million in generated ROI.

Customer advocacy 10

Customer advocacy Best practices 10

Influitive

JUNE 17, 2021

Read on to dig into May’s data and customer examples. Recruitment and Engagement Last month, our customers welcomed over 16,000 users to their […]. The post Influitive’s Key Customer Advocacy Insights: May 2021 appeared first on Influitive.

Customer advocacy 10

Customer advocacy Best practices 10

Totango

DECEMBER 6, 2021

A positive post-sale experience encourages customers to expand their use of a brand’s products, renew their subscriptions and become loyal brand advocates, referring new customers who will soon become loyal advocates as well. Automated workflows can then be set up to implement best practices that promote desired outcomes.

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SaaS Best practices Journey mapping Customer advocacy 92

Influitive

MAY 17, 2021

Read on to dig into April’s data and customer examples. The post Influitive’s Key Customer Advocacy Insights: April 2021 appeared first on Influitive. With it came significant growth in survey and feedback activity completions, the number of engaged members and nearly $16 million in generated ROI.

Customer advocacy 10

Customer advocacy Surveys Feedback Best practices 10

Influitive

APRIL 12, 2021

The post Influitive’s Key Customer Advocacy Insights: March 2021 appeared first on Influitive. We’re proud to share significant growth in the 3R’s (referrals, references and reviews) along with social share activity and nearly $12M in generated ROI in March. Read on to dig into March’s data […].

Customer advocacy 10

Customer advocacy Best practices 10

Influitive

AUGUST 17, 2020

In the most recent installment of our customer success webinar series, I had the opportunity to chat with the two rockstars behind Marketo Engage’s award-winning customer advocacy program: Kevin Lau, Global Head of Customer Advocacy, and Will Harmon, Customer Marketing Manager.

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Customer advocacy Marketing Management Best practices 59

Amity

DECEMBER 21, 2017

Why not start with some Customer Success videos? 6 TED Talks That Are Surprisingly Relevant to Customer Success. 5 Powerful Videos That Spotlight Customer Advocacy. 2017 Rewind: Your Customer Success Playlist. How to Prepare for a Customer Success Interview by guest writer Maranda Dziekonski.

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Customer advocacy Best practices Sales Metrics 107

ClientSuccess

NOVEMBER 22, 2021

From checking in with clients during weekly calls to ‘scoring’ accounts in your CRM, customer sentiment drives many of the strategic projects and growth initiatives for your customers. But did you know sentiment management can also be a customer marketing focus?

Marketing 52

Marketing Customer advocacy Surveys Engineering 52

ClientSuccess

DECEMBER 5, 2022

Have a high-level executive such as the CEO directly invite customers to join your CAB, and outline all expectations, travel requirements and input needed. Even in the beginning stages of a business, it’s important to create an early customer advocacy CAB. eBook: 5 Ways to Surprise & Delight Your Customers.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

GetFeedback

JANUARY 15, 2020

Our first interview is with the amazing Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. . When she joined she was a one-woman team running Voice of the Customer (VoC); now she leads BRP’s global customer advocacy efforts. . Q: Myshka, why are you in the CX industry?

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Customer advocacy Self service Coaching Feedback 60

ClientSuccess

OCTOBER 22, 2019

As a CSM or customer success team manager, you’ve probably heard the term ‘customer advocacy’ tossed around a time or two. There’s no denying that this customer engagement trend is here to stay. The growth of customer advocacy has been a boon for customer success teams for a few reasons.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

CustomerSuccessBox

MARCH 17, 2022

A playbook is a set of actions, next moves, and strategic things that Customer Success Managers (CSMs) can use to assist clients in achieving a scalable goal or aim. A Customer Success playbook is a list of proactive, and best practice actions that CSMs must perform! Customer Advocacy Playbook.

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 52

Influitive

APRIL 6, 2017

This is the sixth post in a series about launching a customer advocacy program. The third post focused on best practices for communicating with advocates. In the fourth post, we looked at best practices for. In the first post in the series, we looked at building a team.

Customer advocacy 40

Customer advocacy Best practices B2B Marketing 40

Influitive

OCTOBER 21, 2015

“We want to keep the relationship with the individual to help them grow their careers—and consider bringing us with them to their next job,” says Merissa Hamilton , Manager of Customer Advocacy at Marketo. . Advocate marketing programs can help employees enjoy their jobs more, and in turn, provide better service to customers.

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B2B Marketing Customer advocacy Upselling 99

Mindtouch

MARCH 14, 2017

.” Catherine Blackmore, GVP Global Customer Success, Oracle Marketing Cloud. Without the proper internal structure geared towards helping your customers succeed, you will find high churn that results in lower retention rates, poor customer advocacy, and your competitors stealing your base out from underneath you.

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SaaS Customer advocacy Self service Best practices 77

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. You can watch him speak at Customer Advocacy conferences.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

CustomerSuccessBox

MAY 9, 2022

The third component is a set of KPIs that monitor the performance of their own teams since most heads of CS also have functional responsibility for post-sales customer-facing functions. Advocacy: Customers that are willing to tell others about their positive experience with your product or service are the most valued.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

Totango

OCTOBER 22, 2019

Segment the following customers: New customers pending onboarding. Currently onboarding customers . Best practices: . Ensure that all client notes are passed from the sales team so your CS team thoroughly understands the customer’s goals. Proactively manage customer communications. At-risk customers.

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Best practices Customer advocacy Upselling Accountability 49

CustomerSuccessBox

AUGUST 10, 2021

According to Harvard Business School Press, “Just a 12% increase in customer advocacy can bring 200% growth in revenue for companies”. Identifying successful customers through your Health Score fills your Customer Marketing pipeline with strong referrals and individuals willing to partner with you.

Customer advocacy 52

Customer advocacy Customer retention Benchmark Surveys 52

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

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Chief Customer Officer SaaS Best practices Customer advocacy 52

Influitive

MARCH 19, 2020

In the most recent installment of our customer success webinar series, I had the opportunity to chat with trailblazing advocate marketer Cristina Melluzzi, Global Head of Customer Advocacy and recipient of the 2019 BAMMIE award for Advocate Marketer of the Year.

Marketing 60

Marketing Customer advocacy Best practices 60

Influitive

MARCH 19, 2020

In the most recent installment of our customer success webinar series, I had the opportunity to chat with trailblazing advocate marketer Cristina Melluzzi, Global Head of Customer Advocacy and recipient of the 2019 BAMMIE award for Advocate Marketer of the Year.

Marketing 52

Marketing Customer advocacy Best practices 52

Totango

OCTOBER 13, 2020

Each of these people might have different goals, which is why strong customer relationships and leveraging Voice of Customer information to create customer advocacy is critical. CS teams should focus on both types of customers equally, as both are important in your quest for customer advocacy.

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Customer advocacy B2B Enterprise Feedback 62