Influitive

AUGUST 31, 2016

We’ve long talked about how advocate marketing programs drive tangible revenue—and we’re not the only ones. Analysts at Forrester and Gartner have outlined how advocate marketing strategies can spark B2B growth by increasing leads, brand awareness, and customer retention.

Marketing 56

Marketing Customer advocacy B2B Customer retention 56

CustomerSuccessBox

JANUARY 13, 2022

They are embedding steps to nurture customers into advocates within the customer lifecycle. They are also employing software and tools to track the customer advocacy touchpoints & progress. We will talk about the application of these software and how they help optimize the customer advocacy process.

Customer advocacy 40

Customer advocacy Marketing Best practices Accountability 40

ChurnZero

SEPTEMBER 27, 2024

That’s especially true when it comes to aligning everyone on outcomes and gathering the data to track and measure them, which requires a set of outcomes based customer success best practices. You can find out more about outcomes based customer success, and watch the webinar in full, here.

Best practices 52

Best practices Accountability Sales Feedback 52

ClientSuccess

NOVEMBER 24, 2021

Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences. Today, we’re going to take a look at a fourth customer marketing initiative: engagement. Customer advisory board. Ready to learn more?

Marketing 52

Marketing Customer advocacy Customer centricity Best practices 52

Influitive

MAY 12, 2016

Today’s empowered customers expect the interactions they have with your sales and marketing teams to be highly personalized and relevant—which can make striking up valuable conversations with prospects challenging. That’s one reason why account-based marketing has become a popular strategy in recent years.

Accountability 61

Accountability Marketing B2B Customer advocacy 61

ClientSuccess

NOVEMBER 22, 2021

But did you know sentiment management can also be a customer marketing focus? In Part One and Part Two of this series, we focused on building customer advocacy and creating powerful customer content. In part three, we’re looking at initiatives that can help drive all of your customer marketing projects: sentiment.

Marketing 52

Marketing Customer advocacy Surveys Best practices 52

Balto

JANUARY 3, 2025

How Call Center Monitoring Links to Business Goals Monitoring can directly influence key organizational metrics: Net Promoter Score (NPS): Delivering consistent, high-quality service positively impacts customer advocacy. Customer Retention Rates: Resolving issues quickly and effectively reduces churn.

Best practices 52

Best practices Call Center First call resolution Coaching 52

Influitive

MARCH 19, 2020

In the most recent installment of our customer success webinar series, I had the opportunity to chat with trailblazing advocate marketer Cristina Melluzzi, Global Head of Customer Advocacy and recipient of the 2019 BAMMIE award for Advocate Marketer of the Year.

Marketing 60

Marketing Customer advocacy Best practices 60

Totango

DECEMBER 6, 2021

This trend was reflected in our 2021 State of the Customer Success Industry and Salary Report with survey respondents showing an increased focus on expansion and customer advocacy goals, which contribute to a positive post-purchase experience. Customer Success Now Needs a Digital-first Approach.

SaaS 99

SaaS Journey mapping Best practices Customer advocacy 99

Mindtouch

MARCH 14, 2017

“Customer Success is vital to your company’s ability to scale.” ” Catherine Blackmore, GVP Global Customer Success, Oracle Marketing Cloud. Don’t forget to Tweet, push to LinkedIn, and share this with those you think would benefit.

SaaS 77

SaaS Customer advocacy Self service Best practices 77

Influitive

AUGUST 3, 2015

In the B2B software world, it’s a buyer’s market. The answer: social proof marketing. Social proof is the new marketing. However, sitting back and hoping your happiest customers will create a digital breadcrumb trail of glowing recommendations to lead prospects to your doorstep isn’t a great strategy.

B2B 66

B2B Marketing B2C Education 66

Influitive

MARCH 19, 2020

In the most recent installment of our customer success webinar series, I had the opportunity to chat with trailblazing advocate marketer Cristina Melluzzi, Global Head of Customer Advocacy and recipient of the 2019 BAMMIE award for Advocate Marketer of the Year.

Marketing 52

Marketing Customer advocacy Best practices 52

Kayako

JULY 30, 2018

Content Marketing Ideas for Incredible Customer Experiences. After years of building customer success teams and programs, it seemed natural to take on my next challenge – build a global customer advocacy strategy. If not, what’s holding you back from these powerful opportunities to engage with your customers?

Marketing 50

Marketing Customer Experience Customer centricity B2C 50

AskNicely

SEPTEMBER 25, 2018

While many executives have expressed support for customer advocacy, this has yet to translate into the majority establishing an advanced NPS program. Even worse, companies that lack high-level support for NPS tend to experience both higher customer turnover and significantly lower revenue growth. Still Room For Improvement.

Customer advocacy 60

Customer advocacy Benchmark Upselling Best practices 60

Influitive

OCTOBER 11, 2015

Marketers know that finding ways to increase customer engagement is good for the bottom line. Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm. Referral leads.

B2B 111

B2B Marketing Best practices Feedback 111

Customer Guru

AUGUST 21, 2018

Lior is a thought-leader, author, and speaker and has expertise in customer experience and employee engagement. Marketing and thought leadership programs. He specializes in customer experience strategies, customer service engagement, and loyalty. Pamela currently serves as the VP Marketing of Mortgage Cadence.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Influitive

SEPTEMBER 1, 2020

Influitive believes it has created a better way for marketers to prospect future customers through its recently launched “Influitive Experience” hub. The activities include topics like “meeting Influitive customers,” “advocacy best practices,” and “discovering Influitive products.”

Customer advocacy 52

Customer advocacy Best practices Marketing 52

CustomerSuccessBox

SEPTEMBER 20, 2021

how to design and build a sales & marketing growth machine, etc. Top reads: Managing Customer Success to Reduce Churn. Recommended reads: Leveraging Analytics and Data to Empower Customer Success. Intercom has an amazing blog that is dedicated to customer success. The Customer Bliss. The CSM Practice.

SaaS 64

SaaS Customer centricity B2B Best practices 64

Influitive

AUGUST 17, 2020

In the most recent installment of our customer success webinar series, I had the opportunity to chat with the two rockstars behind Marketo Engage’s award-winning customer advocacy program: Kevin Lau, Global Head of Customer Advocacy, and Will Harmon, Customer Marketing Manager.

Customer advocacy 59

Customer advocacy Marketing Management Best practices 59

ClearAction

OCTOBER 10, 2017

Those tend to be situations that span multiple parts of the company, span multiple processes, and where there is no one that is holistically looking at a problem, that’s where our customer experience team steps in.” These firms comprised the best-practice profile in the four-year study conducted by ClearAction.

B2B 83

B2B Customer Experience Customer advocacy Best practices 83

GetFeedback

NOVEMBER 23, 2019

Particularly in terms of customizing experiences, enabling teams to work more efficiently, and “ achieving a single view of the customer ,” as Salesforce puts it. The message from CX leaders at Dreamforce was this: Companies should apply AI across all touchpoints of the customer journey — marketing, sales, commerce, service, etc.

Customer advocacy 19

Customer advocacy Sales Personalization Coaching 19

ClientSuccess

DECEMBER 5, 2022

Have a high-level executive such as the CEO directly invite customers to join your CAB, and outline all expectations, travel requirements and input needed. Even in the beginning stages of a business, it’s important to create an early customer advocacy CAB. eBook: 5 Ways to Surprise & Delight Your Customers.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

CSM Practice

MARCH 26, 2017

Customer advocacy has been a hot topic for customer success teams, so this week I sat down with Jesse Goldman , VP of Customer Success at Influitive to learn how he promotes customer success at Influitive through their best-of-breed advocacy program. Who owns customer advocacy at Influitive?

Customer advocacy 49

Customer advocacy Marketing Metrics Feedback 49

Natalie Petouhof

AUGUST 26, 2015

Gainsight helps businesses grow faster by reducing customer churn, increasing upsell opportunities, and driving customer advocacy. Gainsight’s cloud-based product helps its clients track customers effectively throughout the customer lifecycle, monitors customer health consistently and makes companies truly customer-centric.

Sales 63

Sales Management Advertising Upselling 63

Influitive

JANUARY 16, 2017

Account-based marketing (ABM) is one of the hottest marketing trends right now—and with good reason. Today’s customers don’t want to be treated like just another email address. According to a study by Walker, the customer experience is expected to overtake product and price as a company’s key brand differentiator by.

Accountability 55

Accountability Marketing B2B Personalization 55

GetFeedback

FEBRUARY 10, 2020

We kicked off our Customer Experience (CX) Ambassadors Program in January featuring an interview with Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. Q: How would you define great customer experience? Then I found GetFeedback , and I saw an enormous potential for our business.

Surveys 87

Surveys Customer advocacy Sales Feedback 87

Influitive

JUNE 2, 2016

So, how can you build more effective advocate marketing communities by understanding this fundamental human tendency? What does reciprocity have to do with advocacy? What does this have to do with advocacy? The best advocate marketing programs actually help advocates achieve better business results. Personal value.

Education 75

Education Marketing Personalization Best practices 75

ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. Sharon Winterton , VP Customer Success, Catalina Marketing. Watch the session: Battling Imposter Syndrome in Customer Success. Watch the session: Customer Advocacy as a Growth Engine. Customer Success Around the Web.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

Influitive

APRIL 6, 2017

This is the sixth post in a series about launching a customer advocacy program. The third post focused on best practices for communicating with advocates. In the fourth post, we looked at best practices for. In the first post in the series, we looked at building a team.

Customer advocacy 40

Customer advocacy Best practices B2B Marketing 40

InGenius

DECEMBER 19, 2019

Not just an exhibitor, we were excited to join our customers in several different presentation tracks and keynote sessions: Revolutionizing Salesforce Phone Integration and the Future of CTI , featuring partner Illuma Labs. Investing in our customers. ComSci led the way on best practices sharing for going beyond cost transparency.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

CustomerSuccessBox

MARCH 17, 2022

A playbook is a set of actions, next moves, and strategic things that Customer Success Managers (CSMs) can use to assist clients in achieving a scalable goal or aim. A Customer Success playbook is a list of proactive, and best practice actions that CSMs must perform! Customer Advocacy Playbook.

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 52

Natalie Petouhof

APRIL 7, 2016

Tweet Customer experience management is a top priority for many enterprises, particularly as we look beyond 2016 to the competitive landscape. Today, customer experience heavily influences customer retention, customer loyalty, and customer advocacy – all desirable outcomes for modern organizations.

Customer Experience 45

Customer Experience Management Customer advocacy Best practices 45

Influitive

MAY 19, 2016

If your business relies on gaining buy-in from this group to thrive, your marketing team will need to take a special approach when it comes to engaging these professionals. They speak in numbers,” says Chrissy Werner , Senior Marketing Manager at Billtrust. Keeping your requests clear and simple is the best way to pique their interest.

Finance 40

Finance Customer advocacy Education Marketing 40

Influitive

MARCH 7, 2017

Account-based marketing (ABM) is one of the hottest marketing trends of 2017. According to SiriusDecisions, 58% of B2B companies planned to invest in ABM technology or services last year. However, many companies only use traditional tactics, like retargeted ads and email nurtures, to engage ideal prospects.

Accountability 45

Accountability Marketing B2B Sales 45

Influitive

APRIL 19, 2018

If you’re like most advocate marketers, you probably have some pretty lofty goals to hit. You’re expected to source customers for case studies, crank more referrals into the pipeline, and get references for sales by the end of the quarter.

Marketing 45

Marketing Management Sales Customer advocacy 45

ProProfs Blog

MAY 1, 2020

Both these brands have countless features in customer service stories , case studies , and journals. . A good customer service skills training program concludes with employees taking thoughtful takeaways from insights into various examples and market trends discussed in it. Let us find out! Time-Sensitive Training.

Customer Service 128

Customer Service Customer Support Education Feedback 128

CustomerSuccessBox

AUGUST 10, 2021

Any changes in the market, like trends and customer usage, may also require revisiting the customer health score. Conversely, survey results have revealed that 26% never update their customer health score algorithm. Suggested Reading- Best practices for configuring a customer health score.

Customer advocacy 52

Customer advocacy Customer retention Benchmark Surveys 52