Influitive

JULY 25, 2017

In 2016, Cristina Melluzzi, Head of Customer Advocacy EMEAR at Cisco, was facing something lots of B2B companies can relate to: having an internal fire drill every time Cisco needed customers for references, speaking opportunities, analyst interviews, and case studies.

Customer advocacy 83

Customer advocacy B2B Marketing Sales 83

ClientSuccess

MARCH 8, 2021

Above all, the customer testimonial stands above the rest. to an extended case study or video. During new sales conversations, many prospective accounts will ask to see some customer testimonials or even talk to customers themselves as references. Webinar: The Game Changing Impact of Customer Advocacy.

Customer advocacy 92

Customer advocacy Upselling Marketing Sales 92

Totango

MARCH 29, 2022

By tracking daily or monthly average usage and accounts with low or increased utilization, teams can easily understand which customers can be targeted for upsell. Proactively increasing customer satisfaction through product adoption increases an organization’s NPS and customer advocacy and engagement.

Customer advocacy 97

Customer advocacy Upselling Accountability Sales 97

Influitive

MARCH 23, 2018

Going where no company has gone before: finding a scalable way to boost customer retention Rosetta Stone, the leading provider of language-learning software, has been helping learners around the world master new languages for more than 25 years.

Customer retention 75

Customer retention Customer advocacy Education B2B 75

ClientSuccess

FEBRUARY 15, 2022

During this thirty or forty-five-minute discussion, your team or sales team interview resource should ask questions covering revenue management, customer success and sales collaboration experience, risk mitigation, and customer advocacy. Customer Success + Marketing.

Customer advocacy 81

Customer advocacy Sales Marketing Surveys 81

Totango

AUGUST 21, 2020

Increase customer-centered growth through expansions. Encourage customer advocacy , resulting in customer acquisitions and an improved brand image. Improve internal processes for collecting, analyzing, and utilizing customer data for more effective strategizing. Case Study: Monster. Case Study: Zoom.

Enterprise 78

Enterprise Customer centricity Customer advocacy Accountability 78

Beyond Philosophy

NOVEMBER 28, 2017

At the peak of the Hierarchy pyramid is a set of 2 emotions – Happy and Pleased – defined as the Advocacy Cluster. For my key example of practical creation of customer advocacy, I’m reprising material on my exposure to lagniappe, and what it can do for any company, irrespective of size, industry, or location.

B2C 207

B2C Banking B2B Customer advocacy 207

ChurnZero

DECEMBER 14, 2022

For the third year running, we asked CS teams who’ve challenged the status quo with innovative, meaningful, and customer-centric approaches to enter the ChurnHero Awards and tell us all about it. Increasing product adoption and customer ROI with thoughtful approaches. Adoption Hero: Cision.

SaaS 98

SaaS Accountability Feedback Customer advocacy 98

ChurnZero

APRIL 13, 2021

Represent the interests and desires of the customers throughout the company. Drive customer advocacy in the form of reference, referrals, and case studies. Salary: According to Glassdoor.com , the national average salary for a Customer Success Manager is $73,618 in the United States. .

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

Totango

OCTOBER 13, 2020

Happy customers can multiply your revenue base since each satisfied client might recommend your services to dozens of their peers. Customers who become advocates stimulate enterprise growth and drive value. CS teams should focus on both types of customers equally, as both are important in your quest for customer advocacy.

Customer advocacy 62

Customer advocacy B2B Enterprise Feedback 62

CustomerSuccessBox

MAY 9, 2022

To assess the value of these relationships, compare your percentage of customer advocates to the rest of your customer base, and follow the status of dedicated customer advocacy activities (such as case studies, sales referrals, and speaking engagements). Customer Success KPIs.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

Amity

MARCH 1, 2018

Similarly, a promoter is literally telling you that they get so much value out of your service that they would recommend you – this warrants looking into putting that customer through your customer advocacy playbook. DON'T Say goodbye to your customers too soon.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

Education Services Group

MARCH 31, 2022

Speakers: Sara Bochino , Vice President of Customer Success at talech , Ari Hoffman, Global Director of Customer Advocacy at Crowdvocate and Megan Macaluso , Sr. Director of Customer Success Strategy at Convercent. Peter Armaly joined Marley Wagner to co-host this month’s Customer Success Unlocked webinar.

Customer advocacy 52

Customer advocacy CRM Accountability Marketing 52

CustomerSuccessBox

MARCH 10, 2022

In order to do so, you need to roll out NPS and customer satisfaction surveys and collect the reviews. For customer advocacy, write case studies, and ask for referrals! Figure out the upselling opportunities and act upon customer retention.

Management 52

Management Customer retention SaaS Customer advocacy 52

AskNicely

MAY 17, 2017

Fast forward 250 years and Frederick’s customer advocacy playbook is even more relevant to today’s marketers. Promoting customer case studies. Word spread throughout the country and, soon after, there was a huge underground potato market. Image from 1funny – [link]. Recommendations to friends.

Airlines 60

Airlines Customer advocacy SaaS Marketing 60

Totango

NOVEMBER 21, 2019

For instance, if a customer has a score of 9-10, your team should reach out for reviews, testimonials, or case studies. For customers who fall in the neutral category, direct them to community channels for support. Set up standardized next steps for your team to follow based on specific NPS scenarios. Measure Results.

Best practices 92

Best practices Metrics Customer advocacy Education 92

CSM Practice

FEBRUARY 24, 2020

5. Advocacy Activity. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers. 6. Net Promoter Score (NPS).

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

SmartKarrot

SEPTEMBER 2, 2022

Improve customer engagement through standard CS practices, such as sync calls and Business Reviews. Monitor indicators to assess customer engagement, health, and risks of churn. Build customer advocates through reviews, case studies and references.

Upselling 19

Upselling Customer advocacy Coaching Feedback 19

CSM Practice

FEBRUARY 24, 2020

5. Advocacy Activity. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers. 6. Net Promoter Score (NPS).

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

5. Advocacy Activity. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers. 6. Net Promoter Score (NPS).

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

Influitive

JULY 8, 2015

So, when Mark Organ asked me to do this presentation, I was trying to think of how I was going to do this with two dozen people giving presentations on customer advocacy. Product is an amazing place to start your customer advocacy. Customer case studies suck anyways. Not very many. We’re marketers.

B2B 64

B2B Marketing Customer advocacy Sales 64

inSided

SEPTEMBER 22, 2022

Additionally, if you have segmented your base and / or are using a pooled CSM model, this is a best practice for any customer. Advocacy : Identify or create ambassadors for your brand & software, that you can leverage for e.g. G2 Reviews, Case Studies, beta groups, advisory boards, and more.

Education 59

Education SaaS Accountability Best practices 59

Influitive

APRIL 19, 2018

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. If you’re like most advocate marketers, you probably have some pretty lofty goals to hit.

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. Product and Technical Skills.

Customer Service 128

Customer Service Customer Support Education Feedback 128

Amity

JULY 4, 2017

Similarly, a promoter is literally telling you that they get so much value out of your service that they would recommend you – this warrants looking into putting that customer through your customer advocacy playbook. Gather feedback at key points of the customer journey to give more context and meaning to your NPS score.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

JustCall

APRIL 5, 2023

When implemented correctly, CSM can: Preserve and increase a company’s revenue Increase customer advocacy Drive profitability as well as growth More importantly, customer success software can seamlessly integrate with your company’s existing CRM/help desk/social media management software to provide an in-depth view of the customer.

Management 52

Management CRM Customer retention Analytics 52

Influitive

JUNE 2, 2015

How Code42 Stepped Up Its B2B Customer Review Game. Code42 launched a customer advocacy program to harness the collective voice of its customers and get more reviews. One of the top goals of the program was to point happy customers to places online where they could share honest feedback about Code42 and its products.

B2B 72

B2B Customer advocacy Gamification Marketing 72

Education Services Group

JULY 5, 2023

Advocacy: Just as we watch for expansion opportunities, CSMs should also be on the lookout for super users who love you and want to shout their love from the rooftops. Pass these leads to Marketing for case studies, testimonials, referrals, and other fun stuff that makes their lives easier.

Journey mapping 52

Journey mapping Engineering Sales Enterprise 52

Influitive

OCTOBER 11, 2015

Engaged customers are more likely to spread positive word of mouth about your brand through blogs and social media, videos, case studies, speaking engagements and other activities. This social proof will help you attract more prospects, close more deals and shorten the sales cycle.

B2B 111

B2B Marketing Best practices Feedback 111

SmartKarrot

FEBRUARY 17, 2022

Focus on driving product adoption, creating a positive customer experience, and account growth. Be in the internal voice of the customer, work with the product team to deliver feedback to shape the product roadmap. Nurture customer advocacy in the form of testimonials, references, and case studies.

Customer advocacy 19

Customer advocacy Upselling B2B SaaS 19

CustomerSuccessBox

MAY 16, 2022

Some examples of customer success goals include: Retention (churn reduction) Expansion User Engagement Platform Usage Customer Happiness (Customer Satisfaction Score / NPS) Customer Advocacy. The sky’s the limit when it comes to automation possibilities. Improve user onboarding. Accounts Per CSM.

Management 52

Management Upselling SaaS Accountability 52

SmartKarrot

FEBRUARY 21, 2022

Partner with clients to create and deliver Case Studies that can be taken to market. Stay up to date with Customer industry trends. Seamlessly partner with internal teams (Sales, Subject Matter Experts, and Support to deliver exceptional customer experiences. Deliver QBRs that are focused on impact.

Customer advocacy 19

Customer advocacy Government Upselling Coaching 19

SmartKarrot

SEPTEMBER 27, 2021

Drive customer advocacy in the form of case studies, testimonials, and referrals. Apply here: [link] Role: Customer Success Manager Location: Remote, United Kingdom Organization: KELA As a Customer Success Manager, you will build strong relationships with new and existing customers.

Customer advocacy 19

Customer advocacy Government SaaS Best practices 19

SmartKarrot

NOVEMBER 30, 2023

Segmenting customers based on behavior and satisfaction levels allows for a more nuanced understanding of potential risks. Pragya emphasized the need to learn from both satisfied and unsatisfied clients, using case studies to analyze past experiences and create customized plans for different customer segments.

Accountability 10

Accountability Management Customer advocacy Customer centricity 10

Influitive

MAY 12, 2016

In this free eBook, we’ll share how your advocates can give your account-based marketing strategy an extra boost and explain why these two customer-centric marketing strategies work better together. Create your dream ABM program! Advocate marketing: social proof, stronger relationships. And how do these strategies work out overall?

Accountability 61

Accountability Marketing B2B Customer advocacy 61

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. You can read the full case study now.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

Amity

JANUARY 20, 2016

When I co-founded my first SaaS company in the early 2000’s, we treated customer success and customer service as one and the same. However, as we grew and reached scale, our one-size-fits-all customer service + customer advocacy model began to break down under the weight of our success.

SaaS 48

SaaS Accountability Customer advocacy Sales 48