by Laurie Sullivan @lauriesullivan, (July 08, 2016) Two-thirds of CMOs are now responsible for customer experience — keeping consumers happy, satisfied and connected with the brands, not just driving them to products and services, according to a report from Forrester Research released this week. Sheryl Pattek, VP, CMO executive partner at Forrester Research, said organizations … Continue reading CMOs Take Responsibility For Customer Experience
by Burke Alder July 5, 2016July 5, 2016 The modern sales world is changing more rapidly than ever before, especially thanks to the rise of Software as a Service (SaaS). Most SaaS platforms use a subscription-based model, which means the company subscribing to the service usually pays a yearly, quarterly, or monthly fee for the … Continue reading Three Core Areas of Customer Success that Executives Measure
by Melissa Talbot June 30, 2016 Follow @meltalbot26June 30, 2016 You know events are a powerful way to reach your prospects, but are you using customer events to their full potential? Many B2B companies want to host customer-centric events, but struggle with knowing where to start. In my experience helping Attend’s customers run customer events, … Continue reading 6 Ways To Improve Your Customer Events
by Katherine Buchholz June 30, 2016June 30, 2016 Believe it or not (you should believe it), your customers are responding to your marketing by calling throughout the customer journey. And you can’t afford to ignore them. They want to call at every stage: from inspiration to research to purchase to post-purchase. According to Google, 62% … Continue reading How Marketers Master the Call Channel to Win in the Customer Journey
In the age of the aggregator, the brand is irrelevant. Columnist Blaise Lucey says it’s all about the customer experience and creating compelling content that’s relevant to your audience. Blaise Lucey on June 23, 2016 at 10:45 am There I was, stuck in the middle seat of an airplane. As I wrenched the seatbelt out … Continue reading Customer experience in the age of disloyalty
by Matthew McLaren June 22, 2016June 22, 2016 SaaS Tattler Issue 86 – How To Build And Maintain Strong Customer Relationships Closing the sale was just the beginning… now the real work begins. Beyond your product meeting a customer’s need, it’s important that you’re laying down the foundation for the future. While there isn’t a … Continue reading How To Build And Maintain Strong Customer Relationships
by Nicola Faulkner June 19, 2016June 19, 2016 In email marketing, one size doesn’t fit all – it’s all about relevance. So how do you know what your customers are interested in to target them effectively? The obvious answer to this is to ask your customers, but you can’t just rely on them actively handing … Continue reading Using Customer Profile Data Effectively
Columnist Jim Yu explains how smart marketers are utilizing search data to better serve mobile users and beat out the competition. Jim Yu on June 15, 2016 According to eMarketer, global mobile ad spend is expected to double from $100 billion in 2016 to nearly $200 billion in 2019 — accounting for over 70 percent of digital ad spend worldwide. … Continue reading The importance of micro-moments: The mobile customer journey
by Suzanna Colberg June 14, 2016June 14, 2016 With the help of the globe-spanning soapbox known as the Internet, your customers now wield more power than ever before when it comes to the success of your organization. While a few negative rants among a deluge of neutral or positive online reviews might not hurt your … Continue reading 3 Hiring Best Practices: Build a Workforce that Delivers Superior Customer Service
by Dave Blake June 10, 2016 Follow @davecblakeJune 10, 2016 In the first post of this two-part series, I addressed a key question that often surfaces about who owns the renewal. In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers … Continue reading Compensation Plans for Customer Success Managers
