ijgolding

FEBRUARY 5, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the second of the five ( you can read the first – an interview with James Dodkins – here ). Although I was studying accounting and finance at the time, I started out in sales and marketing.

Culture 264

Culture Measurement Customer Centricity Hotels 264

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. CSM & Product’ Is the New ‘Sales & Marketing’. Click here to read the blog. Click here to read the blog. Click here to read the blog.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

SuiteCX

FEBRUARY 18, 2020

The confusing part is that a number of tools all call themselves “Customer Journey Tools” which tends to muddy the market. Here’s what we see as the distinct market segments operating under the customer experience/journey banner: 1. They focus primarily on enterprise, strategic level insights, and actions.

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274

Retently

MARCH 29, 2023

To show you the bigger picture, this is more than 70 percent of annual sales for the leader in this market segment – Mercedes Benz C-Class. This huge success actually shows us the big picture of how markets work. A good product that appeals to the consumer is the deepest core of marketing, which is very hard to achieve.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

ShepHyken

MAY 4, 2018

The digital marketer may see the website as the key to producing a great customer experience, while the customer service pro may see training and culture as the keys to customer experience. They both are, because the reality is that there are three essential stages of customer experience: before, during and after the sale. Who’s right?

Customer Experience 79

Customer Experience Advertising Sales System 79

TechSee

JUNE 16, 2022

Jim Iyoob is responsible for Etech’s strategy, marketing, business development, IT, program implementation, operational excellence, and product development across all Etech’s existing lines of business. Additionally, he executes on challenges and maintains a forward-thinking mindset aligned with the organizational mission and vision.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Totango

NOVEMBER 8, 2023

Pendo and Mixpanel, two leading solutions in the enterprise software market, give SaaS companies the power to track and analyze product usage across their customer base—creating a rich set of data and insights key to designing, iterating, and improving the customer experience. Looking for a different integration?

Data 91

Data Analytics Customer Retention Software 91

Totango

JUNE 21, 2023

The cross-functional nature of customer success As we continue to redefine the landscape of customer success (CS), one thing is clear: the customer journey is a collaborative endeavor that involves marketing, sales, customer success, and product teams.

Communication 83

Communication Customer Success Customer Journeys Conference 83

Experience Investigators by 360Connext

NOVEMBER 20, 2014

While with traditional enterprise sales the customer is paying for a one-off purchase that may or may not go hand-in-hand with an annual service fee, SaaS companies are constantly having to cultivate the customer relationship if they are to stay in business. Success means moving the relationship beyond the sale.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Retently

NOVEMBER 17, 2023

From tracking the real, long-term results of a campaign to judging the potential for customers to refer your company to their friends and colleagues, Net Promoter Score is a versatile metric that belongs in any marketing manager or consultant’s arsenal. This gives you a Net Promoter Score that serves as a customer satisfaction baseline.

Net Promoter Score 78

Net Promoter Score NPS Marketing Effort Score 78

Blueshift

JULY 5, 2023

Either way, receiving a gift that doesn’t align with your desires can be disappointing and create an awkward situation. The same idea applies to marketing. You need to target the right audience with the right message; otherwise, you risk alienating potential customers and missing out on valuable sales.

Examples 52

Examples Marketing Groups Sales 52

BirdEye

MAY 24, 2023

Types of referral programs Setting up a referral program 7 popular referral incentive ideas FAQs about referral program ideas Boost sales with your referral program ideas Do referral programs work? According to research, up to 78% of marketing experts agree word of mouth is the ultimate strategy to get more leads.

Social Media 98

Social Media Sports Sales Guidelines 98

SmartMessage Blog

JANUARY 28, 2024

Channel Marketing is an essential strategy for modern businesses, involving the use of various distribution channels to market products and services to consumers. Direct channels, such as face-to-face sales or direct mail, offer a personal touch and direct interaction with customers.

Marketing 52

Marketing Multi-Channel Social Media Advertising 52

ShepHyken

MAY 25, 2018

Marketing has always been about pushing products, and service has been about solving problems, but that’s an outdated outlook. We can only create an excellent experience when we understand what’s going on with each specific individual – their context – and align our approach. Focus on the context – not the function.

Customer relationships 74

Customer relationships Call Center Customer Retention Advertising 74

CSM Magazine

DECEMBER 19, 2023

And looking at the competition in the market, you might also need to invest in digital marketing. According to statistics, around 60% of small businesses rely on digital marketing, whereas 90% use some form of advertising for promotion. Digital Nomad HQ offers full-suite digital marketing services for small businesses.

Strategy 52

Strategy Social Media Advertising Analytics 52

Totango

APRIL 1, 2022

It is a place where team members from every department – from Customer Success to Marketing to Sales to Product and more – can effortlessly align, share, activate and show off customer campaigns and programs in real-time. With Totango’s Customer Experience Canvas , your entire company can collaborate in one shared workspace.

Customer Experience 118

Customer Experience How To Conference Customer Journeys 118

Totango

SEPTEMBER 22, 2023

We partner with expert vendors across categories in order to support our vision that customer success requires superior alignment across the C-suite to drive business outcomes and customer value.” And, CS has the technology and customer data to feed product, sales, and marketing with the integrated insights to drive innovation forward.

Multi-Channel 113

Multi-Channel Customer Success Omni-Channel Software 113

SurveySensum

JANUARY 24, 2024

One of our long-time SaaS clients, Alice, launched her business a few years ago, and her project management tool skyrocketed as it solved a few drawbacks of existing tools in the market. Because the challenge is to prioritize which one – how to identify the one that has the biggest impact or aligns with the business goal.

Roadmap 52

Roadmap Feedback Customers Survey 52

Totango

APRIL 6, 2023

With budgets being cut, staff being laid off, and sales cycles getting longer, many businesses are feeling the pressure, especially in the tech sector. This enables ongoing alignment between go-to-market teams and easy attribution to CS for expansion opportunities. It’s no secret that businesses have been hit hard in 2023.

Innovation 85

Innovation Video CRM Customer Success 85

Totango

JANUARY 22, 2024

AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024.

Customer Success 94

Customer Success Consulting Customers Leadership 94

BirdEye

SEPTEMBER 29, 2023

It helps you define brand strategies , choose product development tools, and find the proper channels for your sales team to engage with your customers. That is why businesses invest in developing buyer personas before they get out there in the market. You may also know them as customer, audience, or marketing personas.

How To 111

How To Insurance Social Media Multi-Channel 111

ClientSuccess

FEBRUARY 8, 2023

In this blog post, we’ll explore three different ownership models that help define roles between sales and customer success teams when it comes to customer renewals. Are you satisfied with the amount of time your sales team is spending on closing new logo sales? How competitive are your typical negotiations?

Customer Success 71

Customer Success Sales eBook Resources 71

BirdEye

MARCH 24, 2023

Table of contents Business development defined Differences between business development and sales Business development versus sales development Differences between business development and marketing What does a business development manager do? Business development is identifying prospects and looking for ways to reach prospects.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

Totango

JULY 31, 2020

In fact, 60% of the audience stated they’ve lost accounts because they were unaware that their key stakeholders and influencers were not aligned or left the organization. Lucid unites buyers and sellers of survey samples in over 90 countries – bridging the divide between global questions and human answers.

Engagement 104

Engagement Strategy Customer Success Sales 104

Upstream Works

DECEMBER 6, 2021

We’ve discussed the importance of digital channels in this previous blog post. Align the Entire Business on the CX Strategy. A holistic approach to CX means that all business units should be aligned when deploying new tools for customer engagement. Here are three key considerations for moving forward.

Contact Center 78

Contact Center Call Center Touchpoint Social Media 78

CX University

MARCH 18, 2024

Understanding Hyper-Personalization Hyper-personalization is a data-driven marketing strategy that uses artificial intelligence (AI), machine learning, and big data analytics to deliver personalized content, products, and services to customers on a one-to-one basis. Market Share and Customer Success. Customer Retention.

Customer Experience 52

Customer Experience Retail Customer Retention Loyalty 52

BirdEye

MAY 3, 2023

The choice of the right marketing channel can make or break a campaign. Choosing the most effective marketing channel can make sure that your efforts bring results. This blog post deals with everything you need to know to leverage the right channels and boost your business revenue.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

Totango

NOVEMBER 27, 2023

To do this, Dishman recommends keeping focus across all of your touchpoint teams (CS, marketing, product, sales, etc.) The post The next generation: Leveraging customer success to drive value appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Customer Success 103

Customer Success Effort Score Touchpoint Tools 103

ShepHyken

NOVEMBER 10, 2017

In addition, and because of chat support aligning with fast-paced lifestyles, live chats have a better chance of succeeding with both prospective and existing customers to drive revenue growth. A digital marketing consultant, he has experience in things including branding, promotions and page optimization, along with research and strategy.

Customer Journeys 74

Customer Journeys Fashion e-support Travel 74

BirdEye

APRIL 28, 2023

If so, then effective insurance marketing strategies are the way to go. In this blog post, we’ll be discussing seven different strategies that can help you boost your business’s profits and get the most out of every client interaction. You can also expand your referral program through affiliate marketing.

Insurance 98

Insurance Strategy Marketing Social Media 98

ShepHyken

APRIL 27, 2018

An e-commerce site always needs to be tweaked and fine-tuned to align with ever-evolving business needs and customer expectations. Make sure reps are easily reachable for after sales inquiries and feedback via instant chat, social media, email, and phone. It just happens. – Shep Hyken. Utilize Social Media.

Social Media 81

Social Media How To User Experience Touchpoint 81

ChurnZero

DECEMBER 21, 2023

Designing a successful post-sale strategy requires choices, says CXology’s Tim Conder. You can find even more of Tim’s answers on the CXology blog here. You can find even more of Tim’s answers on the CXology blog here. Q: Is there a proven strategy for engagement and continual alignment?

Sales 52

Sales Customer Success Tourism Roadmap 52

Integrity Solutions

APRIL 16, 2021

Most businesses like to say they’re customer-centric, but in many cases, it only applies to a specific function or department, like sales or customer service. Even then, we often see that there’s really a product-focused or sales-driven mindset that’s influencing how people behave.

Customer Centricity 121

Customer Centricity Culture Competitive Advantage Customers 121

BirdEye

MARCH 29, 2024

This significant finding underscores the imperative need for real estate professionals to harness the power of social media to stay competitive and relevant in today’s market. That’s why we’ve created this blog that features seven networks that every realtor should be a part of.

Social Media 59

Social Media Tips Sales Advertising 59

Optimove

NOVEMBER 21, 2023

Why It Matters: To create a shopping experience that’s truly engaging and personalized, marketers have to start with the customer. Incorporate these Customer-Led Marketing tactics into your product recommendation strategy and watch customer lifetime value improve. Opti-X enables real-time product recommendations that are spot on.

Sales 72

Sales Social Media Trends User Experience 72

Optimove

DECEMBER 19, 2023

It forms the foundation of effective CRM strategies, guiding marketers to deliver precisely targeted, relevant messages to consumers at the right moment to drive desired actions. This not only improves higher margin sales conversion rates — it also drives loyalty and increases lifetime customer value.

Strategy 59

Strategy e-support Lifetime Customer Retail 59

Feedbackly

MARCH 1, 2024

Brands that are serious about delivering a better customer experience and retaining their position in the market will focus a lot on understanding customers at an emotional level, taking feedback seriously, and aligning their strategies with the values endorsed by their clientele. This is where the gold lies. Would like to learn more?

Trends 59

Trends Metrics Policies Brands 59