Why SaaS vendors, including martech vendors, need to focus on customer success and not just the subscription renewal. Kim Davis on August 30, 2023 Just a week ago, Angie Judge, CEO of Dexibit, a platform that provides data and analytics for visitor attractions, lit a fire on LinkedIn. She had canceled a SaaS subscription the … Continue reading Mind blown! Angie Judge on the reaction to her LinkedIn post on SaaS and customer success
Shoppers aren’t hesitating to change the brands they buy from. Chris Wood on December 20, 2021 MarTech’s daily brief features daily insights, news, tips, and essential bits of wisdom for today’s digital marketer. If you would like to read this before the rest of the internet does, sign up here to get it delivered to … Continue reading Customers are up for grabs
Ellen Christenberry December 13, 2020 A company recently charged me for a duplicate purchase I didn’t make. I knew if I didn’t jump on a call with customer service right then and there, I’d likely forget (or procrastinate) until it was too late and I couldn’t get the charges removed. So, I dropped everything I … Continue reading How to Stop Abandoned Calls From Ruining Your Customer Satisfaction and Toppling Your Other Call Center Metrics
Danielle Rhodes November 5, 2020 The processes companies use to attract and retain customers are most commonly referred to as the buyer’s journey and the customer’s journey. These two very different efforts are commonly confused with one another. Marketers don’t always understand the difference between the two or which one they need. Most importantly, as … Continue reading The Customer Journey vs. The Buyer’s Journey, What You Need to Know
Tucker Mathis — February 18, 2020 By listening to customer needs and setting up streamlined ways for customers to interact with your business, you can improve customer satisfaction and boost retention. Small business owners know that the customer is the top priority, but so many tasks demand your time that customer service often gets lost … Continue reading 5 Key Ways to Improve Customer Satisfaction and Boost Retention
Jennifer Hanford — January 28, 2020 We can all recall at least one horrible customer service experience in our lives. But how often do we actually “complain” to someone who can turn that negative experience into a positive one? According to a recent statistic, as many as 96 percent of us will say something about … Continue reading Do You Know What Your Customers Really Want? [Infographic]
Mia Jacobs — January 23, 2020 The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. The stronger that connection is, the more likely your … Continue reading Understanding the Customer Success Team Structure
It’s easy to get so caught up in consumer feedback you lose sight of sound business judgment. Greg Heist on December 20, 2019 Achieving customer-centricity involves deeply understanding customer needs and fulfilling them better than anyone else. In turn, design thinking is foundational to staying in sync with customers. That said, it’s one challenge to understand … Continue reading Pro Tip: The critical and delicate relationship between design thinking and customer empathy
Liz Papagni — December 19, 2019 Follow @mrktgworx It’s never a bad time to improve your marketing strategies. With a new year just around the corner—and a whole new decade, at that—everyone is making resolutions to better their lives and their businesses. What better time to resolve to increase engagement and action with your customers? … Continue reading 3 Resolutions to Convince and Convert Customers in 2020
Mia Jacobs — November 27, 2019 There’s a saying in business: if you can’t measure it, it never happened. But how do you measure satisfaction? Luckily, there’s a measure for that, too: customer satisfaction metrics. Customer satisfaction quantifies the degree to which a customer is pleased by a product, brand, or overall experience. If you … Continue reading Using Customer Satisfaction Metrics: NPS Best Practices
