Influitive

OCTOBER 21, 2015

The most powerful tool B2B marketers have in today’s hyper-connected world is genuine word of mouth from their customers—such as reviews, social media shares and recommendations. In the report, Laura discusses why advocate marketing is critical to the success of B2B companies. Advocate marketing creates value for B2B brands.

B2B 99

B2B Marketing Customer advocacy Upselling 99

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

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

Influitive

AUGUST 31, 2016

We’ve long talked about how advocate marketing programs drive tangible revenue—and we’re not the only ones. Analysts at Forrester and Gartner have outlined how advocate marketing strategies can spark B2B growth by increasing leads, brand awareness, and customer retention.

Marketing 56

Marketing Customer advocacy B2B Customer retention 56

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.

outsourcing 133

outsourcing Customer advocacy Contact Center Contact center software 133

Kayako

JULY 30, 2018

Content Marketing Ideas for Incredible Customer Experiences. After years of building customer success teams and programs, it seemed natural to take on my next challenge – build a global customer advocacy strategy. If not, what’s holding you back from these powerful opportunities to engage with your customers?

Marketing 50

Marketing Customer Experience Customer centricity B2C 50

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

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. Customer Success Now Needs a Digital-first Approach.

SaaS 92

SaaS Best practices Journey mapping Customer advocacy 92

Influitive

MAY 12, 2016

Today’s empowered customers expect the interactions they have with your sales and marketing teams to be highly personalized and relevant—which can make striking up valuable conversations with prospects challenging. That’s one reason why account-based marketing has become a popular strategy in recent years.

Accountability 61

Accountability Marketing B2B Customer advocacy 61

CustomerSuccessBox

SEPTEMBER 20, 2021

how to design and build a sales & marketing growth machine, etc. Top reads: Managing Customer Success to Reduce Churn. Recommended reads: Leveraging Analytics and Data to Empower Customer Success. Intercom has an amazing blog that is dedicated to customer success. The Customer Bliss. The CSM Practice.

SaaS 64

SaaS Customer centricity B2B Best practices 64

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.

Customer advocacy 59

Customer advocacy Marketing Management Best practices 59

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

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

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

CustomerSuccessBox

AUGUST 10, 2021

Any changes in the market, like trends and customer usage, may also require revisiting the customer health score. Conversely, survey results have revealed that 26% never update their customer health score algorithm. Suggested Reading- Best practices for configuring a customer health score.

Customer advocacy 52

Customer advocacy Customer retention Benchmark Surveys 52

Mindtouch

MARCH 14, 2017

“Customer Success is vital to your company’s ability to scale.” ” Catherine Blackmore, GVP Global Customer Success, Oracle Marketing Cloud. Don’t forget to Tweet, push to LinkedIn, and share this with those you think would benefit.

SaaS 77

SaaS Customer advocacy Self service Best practices 77

Influitive

AUGUST 3, 2015

In the B2B software world, it’s a buyer’s market. The answer: social proof marketing. Social proof is the new marketing. However, sitting back and hoping your happiest customers will create a digital breadcrumb trail of glowing recommendations to lead prospects to your doorstep isn’t a great strategy.

B2B 66

B2B Marketing B2C Education 66

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

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.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 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.

Customer advocacy 62

Customer advocacy B2B Enterprise Feedback 62

Influitive

APRIL 19, 2018

If you’re like most advocate marketers, you probably have some pretty lofty goals to hit. You’re expected to source customers for case studies, crank more referrals into the pipeline, and get references for sales by the end of the quarter.

Marketing 45

Marketing Management Sales Customer advocacy 45

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

ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. Sharon Winterton , VP Customer Success, Catalina Marketing. Watch the session: Battling Imposter Syndrome in Customer Success. Watch the session: Customer Advocacy as a Growth Engine. Customer Success Around the Web.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

GetFeedback

FEBRUARY 10, 2020

We kicked off our Customer Experience (CX) Ambassadors Program in January featuring an interview with Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. Q: How would you define great customer experience? Then I found GetFeedback , and I saw an enormous potential for our business.

Surveys 87

Surveys Customer advocacy Sales Feedback 87

Natalie Petouhof

APRIL 7, 2016

Tweet Customer experience management is a top priority for many enterprises, particularly as we look beyond 2016 to the competitive landscape. Today, customer experience heavily influences customer retention, customer loyalty, and customer advocacy – all desirable outcomes for modern organizations.

Customer Experience 45

Customer Experience Management Customer advocacy Best practices 45

Customer Guru

AUGUST 21, 2018

Lior is a thought-leader, author, and speaker and has expertise in customer experience and employee engagement. Marketing and thought leadership programs. He specializes in customer experience strategies, customer service engagement, and loyalty. Pamela currently serves as the VP Marketing of Mortgage Cadence.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Eptica

AUGUST 2, 2017

Equally, some benefits are indirect i.e. they directly benefit the customer which in turn produces an indirect benefit to the organization – such as increased loyalty or customer advocacy. indirect costs such as staff and training, and process costs such as marketing. Addressing the last point.

Technology 48

Technology Benchmark Customer advocacy Best practices 48

SmartKarrot

DECEMBER 14, 2022

Resolve problems; complete audits and assist market development leaders with Quarterly Business Reviews. Identify customer service trends and system or standard operating procedures improvements and implement change. Assist in meeting channel partner financial and KPI objectives through remote support and occasional in-market support.

Customer advocacy 19

Customer advocacy Technical Support Benchmark Coaching 19

SmartKarrot

MAY 11, 2023

Role: Customer Success Manager Location: United States (Remote) Organization: Cherry As a Customer Success Manager, you’ll establish connections with a variety of partner practises to promote mutual success by retaining and increasing Cherry transaction volume.

Customer advocacy 19

Customer advocacy Enterprise industry standards Accountability 19

SmartKarrot

OCTOBER 20, 2022

Apply here: [link] Role: Enterprise Customer Success Manager Location: Boston, MA, US Organization: Bynder As an Enterprise Customer Success Manager, you will work with customers to ensure adoption, retention, expansion, advocacy and overall success. Develop and execute on account/success plans.

Customer advocacy 19

Customer advocacy Enterprise Best practices Upselling 19

SmartKarrot

FEBRUARY 18, 2022

Implement best practices, process improvements, playbooks, and feedback loop to ensure the team is having consistently valuable conversations with customers. Work closely with internal teams (Product, Sales, Marketing, Success-Growth) to align priorities with customer needs and deliver increasing value over time.

Customer advocacy 19

Customer advocacy Best practices Accountability Coaching 19

SmartKarrot

NOVEMBER 15, 2021

Work closely with cross-organizational teams to prioritize customer-requested features to yield the greatest ROI. Champion customer messaging strategy to drive customer education and influence customer behaviors. Ensure customer success team is adhering to customer engagement best practices.

Real estate 19

Real estate Inbound sales Upselling Customer advocacy 19

SmartKarrot

APRIL 7, 2022

Drives innovation, best practices, and process improvement. Enforce process adherence across the teams to create a consistent experience for customers and other team members. Role: Senior Director, Customer Success. Represent Coursera as an executive sponsor and build relationships with key customers.

Customer advocacy 19

Customer advocacy Engineering Coaching Employee engagement 19

SmartKarrot

AUGUST 24, 2021

Manage customer success activities, on-boarding and adoption, customer success management, renewals, cross-sell/up-sell sales leads, and customer advocacy. Utilize customer feedback and performance data to drive both true and perceived customer value. with the Product & Tech teams.

Best practices 19

Best practices Customer advocacy Education Accountability 19

SmartKarrot

APRIL 18, 2022

Drives innovation, best practices, and process improvement. Enforce process adherence across the teams to create a consistent experience for customers and other team members. Deliver a proactive customer strategy to drive merchant adoption, satisfaction, and revenue growth. Apply here: [link] Role: Sr.

Advertising 19

Advertising Customer advocacy Finance Best practices 19