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 Danny GoodwinOctober 7, 2016 Are you responding to your customers’ tweets on Twitter? If not, you could be losing out on revenue and loyalty, according to a new Twitter study. Twitter’s study examined three industries – airlines, quick-service restaurants, and telecoms – and found that brands that were responsive to tweets from customers were … Continue reading Twitter & Customer Service: Friends With Benefits
by Zach Heller Follow @zhellerOctober 5, 2016 Last week we suggested that marketers and small business owners should secret shop their own companies to experience things the way their customers do. But don’t stop there! Secret shop your whole industry. When you become your competitor’s customer you can learn a lot about how they do … Continue reading Become Your Competitor’s Customer
by Lindsay SmithSeptember 28, 2016 Your sales team is closing deals left and right. Your initial reaction is excitement but then panic begins to creep in. As the head of your company’s Customer Success team, you know that additional clients doesn’t always translate to additional headcount for your department and even when it does it … Continue reading 4 Ways to Scale Your Customer Success Efforts
by Maranda Dziekonski Follow @marandasaysSeptember 25, 2016 So here you are, building the next up and coming SaaS tool, with the ever so common recurring revenue model. Things are going really well. Your customers really seem to love you, and why wouldn’t they? Your product is awesome! You and your growing customer base seem to … Continue reading How to Hire Your First Customer Success Manager
by Kevin George Follow @imkevin_monkOctober 1, 2016 ‘Customer is King’, a famous mantra followed by many marketers asserting that customers, at the core, are very important for a brand. According to a study, it costs 16x more to bring a new customer up to the same level as a current one. So why not hold … Continue reading How To Enhance Customer Loyalty via Email Marketing
by Erika Dickstein Follow @springinsightOctober 1, 2016 We all know what a bad customer service experience feels like: You take the afternoon off and treat yourself to a trip to the spa. You are feeling totally relaxed after your amazing massage. Ahhh! But then the receptionist ignores you when you go up to the desk … Continue reading The Business of the Brain on the Internet: The Psychology Behind Customer Service and Your Website
by Angela Hausman, PhD Follow @MarketingLetterSeptember 20, 2016 Developing customer insights, then using them as the core for strategic planning is the key to high ROI and growth, according to a survey by BCG. And, the problem is very real. Again, according to BCG: Consumer-facing companies in developed economies have experienced little or no growth … Continue reading Drive Massive Growth with Human Machine Customer Insights
by Blair SymesSeptember 20, 2016 Digital marketing has gone mobile. And thanks to smartphones and click-to-call, consumers are responding to search, social, display and other digital ads and campaigns by calling businesses by the billions. These calls, while often the most lucrative type of conversion, are also the most difficult for marketers to measure and … Continue reading The Dangers of Not Attributing Customer Calls to Digital Marketing
Google, Monday, September 19, 2016 3:10 PM “Focus on the user and all else will follow,” which means the user experience on YouTube dictates the ad technology on the video site. In the latest Think with Google, David Mogensen, Google’s head of YouTube ads marketing, sits down with YouTube UX leads Javier Bargas-Avila and Scott Hines … Continue reading What Customer Insights Power YouTube Ads?
