Jessica Edmondson — July 1, 2017 Follow @ContentMktg2 — July 1, 2017 Impactful, strategy-changing customer engagement and referral program data just hit the market this past week. This data comes from the release of the new report, The State of Business Customer Referral Programs, and the webinar, Customers: Your most important source of demand, with … Continue reading How to Measure Against New Customer Referral Program Benchmarks
Jake Jeffries — June 30, 2017 Follow @TextMarketerLtd— June 30, 2017 With a lot of transactions these days taking place via a website and without personal interaction, it can be very hard to build up customer relationships. The days of the old business saying, “People buy from people” might well be on it’s way out. … Continue reading How to Make the Perfect Customer Journey
The answers are in the data: Discover three ways analytics can help you put the pieces together. How well do you really know your customers? If your company is like most brands, you already realize that you don’t really know them at all. In fact, a 2015 study from Aberdeen Group found that just 4 … Continue reading How to solve the mystery of what your customers really want
Vitaliy Verbenko — April 18, 2017 Follow @helpracing— April 18, 2017 If you’ve ever hired for a customer service position, you know how important it is to settle on the right candidate. And since customer service employees are the face and voice of your brand, it’s definitely something that you can’t afford to get wrong. … Continue reading 10 Important Customer Service Skills (and How to Identify Them)
Burning Questions: Conversations With Customers by Sarah Fay, February 24, 2017 For brand marketers looking for ways to engage more deeply with customers, conversational marketing is near the top of the list of options to consider. There are a number of AI-based technologies that make natural language interactions at scale possible without adding bodies to … Continue reading Burning Questions: Conversations With Customers
by Cory Treffiletti, Featured Contributor, November 9, 2016 Being customer-centric is a buzzworthy topic these days. Every company pays lip service to being customer-centric, but in most cases it is simply that: lip service. Most companies simply come up short. Customer-centricity is easy to talk about and hard to do. First off, you have to … Continue reading Customer-Centricity: Avoid Speeds And Feeds, Speak To Needs
by Loren VittetoeOctober 5, 2016 Customer Success is a relatively nascent term, having emerged as a more critical role with the shift in focus towards customer engagement and satisfaction by SaaS companies. Given Customer Success is still in early days, there is not necessarily a set of “best practices” for how to compensate your Customer … Continue reading Compensation Structures in Customer Success
by Rachel KirschenAugust 22, 2016 What do you think makes a B2B company successful? Turning a profit? Going public? Rapid growth? If you put yourself in the shoes of a customer success manager (shoes I’ve filled more than once), the correct answer will be revealed… If your customers are succeeding (with your tools, support, and … Continue reading 5 Tactics For Ensuring Customer Success
by Andrew Dalglish Follow @circle_researchAugust 18, 2016 Most companies have a customer satisfaction research programme in place, but not all are made equal. Some are active agents of change – they spur the organisation to act, building stronger customer relationships, boosting customer loyalty and ultimately improving commercial performance. Others are passive observers – they simply … Continue reading Driving Action From a Customer Satisfaction Program
by Paul Chilensky July 30, 2016July 30, 2016 You’ve succeeded at putting a Customer Success team in place. They are showing results to your bottom line, adoption is growing and trials are converting. It’s a well-oiled machine – but is it perfect? It’s probably pretty close. But like all departments within any organization, there is … Continue reading 5 Little Changes that Make a Big Difference in Customer Success
