by Laurie Sullivan, Staff Writer @lauriesullivan, September 14, 2016 A bad customer experience (CX) triggers negative emotions toward a brand, even in search advertising and marketing. It’s about eliminating the friction from the experience and making the journey with the brand more enjoyable. Most marketers are paying more attention to CX. In fact, Forrester … Continue reading Making The Customer Experience Work In Search Advertising
How does a customer data platform fit into your marketing technology stack? Columnist Josh Manion discusses the role of the CDP and how it differs from other data platforms. Josh Manion on September 14, 2016 Just when marketing thought it had sorted out the latest in data management tools, a high-profile industry analyst firm officially … Continue reading Connecting the dots: How the customer data platform solves what ails marketers
by Kristen Dunleavy Follow @KristenWritesItSeptember 10, 2016 Customer testimonials are one of the most powerful tools that email marketers have in their conversion arsenal. Why? Because they work. And they work because they function as social proof – an extremely powerful motivator of consumer action. According to Syed Balkhi, the co-founder of OptinMonster, social proof … Continue reading How to Use Customer Testimonials in Your Email Marketing
by Liz KislikSeptember 4, 2016 “It’s not my fault!” the assistant practically wailed. “She never gave me the paperwork!” The poor woman was almost begging me not to be angry at her, and to put the blame in its rightful place — on the boss who hadn’t provided the paperwork that should have been ready … Continue reading Support Your Frontline and Improve Customer Loyalty
As the holidays approach, it’s time to take a close look at customer lifetime value. Columnist James Collins discusses the benefits of using data to determine the CLV of consumers gained during the holiday season and beyond. James Collins on September 2, 2016 The ideal brand relationship is much more than a single experience. It … Continue reading Looking beyond the holiday purchase: understanding customer lifetime value
by Lindsay SmithAugust 30, 2016 When many professionals think about building client relationships and creating trust, they usually default to thinking about their organization’s Customer Success department(s). But what about other teams at your company, such as sales, marketing, and product management? What role do each play in cultivating trust and facilitating client relationships? Establishing … Continue reading Building Customer Trust Alongside Your Entire Organization
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
Columnist Andrew Osmak points out that every inbound call to a business is data — and that data provides real-time insights on customers that businesses can put to use in their marketing and advertising. Andrew Osmak on August 26, 2016 Rich data is about to do for call analytics what it has done for customer … Continue reading Every call is becoming data: Rich customer data revolutionizes call analytics
A Salesforce exec points out how the Demandware acquisition and all those clouds can fit together. Barry Levine on August 19, 2016 When it was founded in 1999, Salesforce was known largely as the company for customer relationship management. CRM has remained its center of gravity as it has added tools for marketing, sales … Continue reading Next stop in Salesforce’s evolution: Becoming the platform for customer experience
by Martha Spelman Follow @marthaspelmanAugust 13, 2016 You only need one customer. At a time, that is. You only need the one customer that buys. Customer profiling is imperative: the better you know your ideal customer and target them with valuable, relevant information, the better the odds that they will pay attention and buy. Figuring … Continue reading How to Get and Keep Your Ideal Customer
