ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? developing customer advocacy is a must.

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

Influitive

NOVEMBER 26, 2015

That’s why Blackbaud , a non-profit software solutions provider, launched a customer advocacy program to engage and connect with its 30,000 customers. Amy Bills , Customer Marketing Director at Blackbaud, knew they could do better if they rethought their approach to customer advocacy. Education for everyone.

Customer advocacy 68

Customer advocacy Gamification B2B Education 68

JivoChat

JULY 19, 2023

Source : Sproutsocial report Any forward-looking brand would love to tap into this social data goldmine to create an ideal customer profile based on their interactions, behavior patterns, needs, and pain points. It helps create relevant, engaging, personalized content that drives customer advocacy.

Customer advocacy 75

Customer advocacy Benchmark Analytics Marketing 75

Influitive

FEBRUARY 8, 2021

A new year welcomes new opportunities for customer advocacy managers and their community members. From new campaigns, recruitment strategies and new goals to achieve, our customers’ programs have been buzzing with activity this past month. It’s also where forward-thinking […].

Customer advocacy 59

Customer advocacy Customer Experience Management Best practices 59

Beyond Philosophy

MARCH 19, 2015

skills? – Relationship with one’s manager – Does the employee value relationship(s) with. manager(s), and is there trust and credibility between the levels? Typically, there is little or no mention/inclusion of ‘customer’ or ‘customer focus’ elements either in measurement or analysis of employee engagement.

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

Call Center Weekly

NOVEMBER 29, 2017

What is the most important role of the Chief Customer Officer? In my mind, there three important areas for the Chief Customer Officer to focus on: culture, systems and customer advocacy. When it comes to the culture, either the company is completely customer focused or it’s not. That begins with culture.

Chief Customer Officer 149

Chief Customer Officer Customer advocacy Feedback Customer Service 149

Education Services Group

JUNE 7, 2022

So, Forky asks a question: What is customer advocacy? Do you say: a) Customer advocacy is the foundation of Customer Success, wherein businesses put the customer experience first. This strategy involves tasking CS professionals with advocating for their customers’ needs across the entire customer lifecycle.

Customer advocacy 52

Customer advocacy B2B Consulting Consulting 52

Influitive

JUNE 30, 2016

That’s why the thought of managing another program or piece of technology every day sounds about as appealing as the next Justice League movie. You don’t have time to delight your customers with something like an advocate community. Marketers are busy people. You’ve got growth targets to hit, right?

Customer advocacy 61

Customer advocacy Marketing Technology Management 61

bold360 Blog

APRIL 27, 2020

How do you engage your customers? Customer advocacy has gotten to be a corporate buzzword like CX or content marketing. But there’s a lot to building a great customer advocacy program. How do you approach your customers? How do we put that customer at the center? How do you engage with them?

Customer advocacy 52

Customer advocacy Engineering Marketing Feedback 52

Beyond Philosophy

DECEMBER 20, 2017

The film is full of bad management-staff relationship and motivation examples, and management’s myopic need for process execution for its own sake, not the enrichment or benefit of employees, and irrespective of the impact that they will, or won’t, have on customers.

Employee engagement 170

Employee engagement Customer advocacy Consulting Consulting 170

ShepHyken

MAY 19, 2017

The bond is stronger when you win a customer back vs. someone who has had only a positive experience. If you find that you are resource constrained, then you may want to hire a social media manager or use ServiceGuru’s managed services. 3 steps to crushing it with customer service online and through social media.

Customer advocacy 189

Customer advocacy Consulting Consulting Customer Service 189

Beyond Philosophy

MAY 17, 2016

So, arguably, understanding where perceptual gaps between employees and customers exist anywhere in the company should be of prime importance to HRD, especially in their capacity of helping optimize the effectiveness of human resources. The reality is that all levels of management should share in this. can be factored into analysis.

Customer advocacy 186

Customer advocacy Consulting Consulting Sales 186

Beyond Philosophy

SEPTEMBER 6, 2016

Management believes that existing customers will be retained; therefore the company needs to focus on acquisition. Customer acquisition is reported regularly to analysts, shareholders and senior management; but churn rate may or may not be reported. Professor Payne cites five reasons: 1.

Consulting 186

Consulting Consulting Customer advocacy Sales 186

Amity

JULY 23, 2015

Using the Customer Happiness Index, they empowered their Customer Success Management (CSM) team to measure specific customer activities that would result in their customers’ desired outcomes – like lead generation and increased traffic. C onvert more customer trials. E xpand use cases.

Management 75

Management Customer advocacy SaaS 75

Influitive

SEPTEMBER 2, 2021

The post How AttackIQ Built a Thriving Customer Advocacy and Community Program for Cybersecurity Professionals appeared first on Influitive.

Customer advocacy 10

Customer advocacy Management 10

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

Talkdesk

APRIL 13, 2021

By partnering with leading customer experience consultancies to outsource administrative efforts, we aim to reinforce our commitment towards providing customers with a better agent and customer experience, and increased customer advocacy. Why did Talkdesk choose PPT Solutions as our first Managed Services partner?

outsourcing 133

outsourcing Customer advocacy Contact Center Contact center software 133

ClientSuccess

JUNE 24, 2019

ClientSuccess is excited to host Andrew Stapleton , VP of Customer Success at G2Crowd , for this month’s customer success webinar series: How to Gather and Use Reviews for Customer Advocacy. Webinar: How to Gather and Use Reviews for Customer Advocacy. Request a custom product demo.

Customer advocacy 40

Customer advocacy B2B SaaS Best practices 40

Influitive

DECEMBER 9, 2020

Earlier this year, I had the pleasure of presenting at CMX Summit 2020, where I explored the convergence of community and customer advocacy. The post Supercharging your Community with Customer Advocates appeared first on Influitive.

Customer advocacy 98

Customer advocacy Marketing Management 98

ClientSuccess

FEBRUARY 28, 2018

ClientSuccess hosted Sara Masson, Senior Customer Success Manager of Loopio and a 2017 Customer Success Innovator of the Year Finalist , for this month’s customer success webinar series: How to Build Customer Advocates using The Customer Advocacy Ladder. The customer advocacy ladder framework.

Customer advocacy 40

Customer advocacy SaaS B2B Management 40

Influitive

AUGUST 15, 2017

I’m Victoria LaPlante, Influitive’s new Senior Customer Advocacy Marketing Manager. I look forward to getting to know you and helping you reach your advocacy program goals. Today, I’d like to share how I discovered the power of advocacy when I led.

Customer advocacy 86

Customer advocacy Marketing Management B2B 86

Totango

DECEMBER 3, 2019

Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They monitor the customer experience and their achievement of value. What Do Customer Success Managers Do?

Best practices 72

Best practices Management Customer advocacy Enterprise 72

SharpenCX

SEPTEMBER 8, 2021

There are dozens of ways to measure your customers’ satisfaction. Your customer Net Promoter Score builds the foundation to help you measure customer advocacy, too. Undeniably, customer advocacy helps you win more customers. But, one metric steps beyond just measuring satisfaction.

Customer advocacy 128

Customer advocacy Contact Center Surveys Coaching 128

Amity

MAY 19, 2017

Their challenges are clearly outlined: managing details across spreadsheets led to mistakes, and there was no way to integrate their front-end sales with their production processes. What you should steal from it: Make your customer shine! Parlor Skis is a small business which operates in a non-tech industry.

Customer advocacy 57

Customer advocacy Customer centricity Marketing Sales 57

Influitive

OCTOBER 21, 2015

“We want to keep the relationship with the individual to help them grow their careers—and consider bringing us with them to their next job,” says Merissa Hamilton , Manager of Customer Advocacy at Marketo. . Advocate marketing programs can help employees enjoy their jobs more, and in turn, provide better service to customers.

B2B 99

B2B Marketing Customer advocacy Advertising 99

Amity

JUNE 20, 2016

Customer Success Managers can usually rattle off a number of metrics and statistics they use to measure their customer's health and success. When you are a Customer Success Manager, your fundamental measurement of success is simply whether or not your customers are successful.

Management 69

Management Metrics Customer advocacy Accountability 69

Influitive

JANUARY 19, 2018

In the past 15 years, customer reference usage in marketing and sales has evolved from simply inserting testimonials in ads to a dedicated discipline that drives revenue.

Customer advocacy 88

Customer advocacy Marketing Sales Management 88

InGenius

APRIL 20, 2018

For all you customer success managers out there, you may have seen our own Jorie Basque featured recently as a mentor on CSM from the Trenches , a community launched by ClientSuccess. Jorie plays an important role here at InGenius as a Customer Relationship Manager and we're so pleased to share her words of wisdom on customer success.

Management 63

Management Customer advocacy Best practices Personalization 63

Totango

MARCH 29, 2022

Paired with HubSpot’s powerful CRM, Totango allows small-to-midsize companies across a range of industries to better manage customer communications. 3 Ways to Use Totango and HubSpot to Streamline Customer Data Management and Create a Better Customer Journey.

Customer advocacy 101

Customer advocacy Upselling Accountability Sales 101

Natalie Petouhof

AUGUST 26, 2015

Tweet Buyer’s Guide for Customer Success Management: Gainsight I’m in the process of writing profiles of vendors in the customer success management industry. These vendor profiles are a tool for buyers to evaluate their customer success management options before selecting a vendor.

Sales 63

Sales Management Advertising Upselling 63

CustomerSuccessBox

FEBRUARY 7, 2022

And it calls for customer success software which is a higher version of customer relationship management software – CRM, that is curated to gauge specific goals of driving success, and especially to cater to SaaS businesses. Brief on customer success management software. Customer Service Management Software.

Management 52

Management Customer advocacy CRM Upselling 52

Playvox

DECEMBER 15, 2021

Workforce management has a lot in common with team sports. As with team sports, workforce management thrives when team members are engaged and encouraged to perform. As with team sports, workforce management thrives when team members are engaged and encouraged to perform. That’s where Playvox comes in.

Management 52

Management Customer advocacy Coaching Employee engagement 52

OctopusTech

JULY 21, 2023

In this data-driven era, customer data management is highly important than anything else for companies and they are constantly gathering a huge amount of customer information and details. Data of customers act as a lifeline for any business. A data-driven customer experience is important for the success of any company.

Best practices 62

Best practices Management Upselling Sales 62

Pointillist

JUNE 7, 2021

Journey Management Maturity Separates CX Leaders from the Pack. “ Companies cannot solve customer needs within the traditional organizational silos. “ Bharat Poddar Managing Director and Senior Partner Boston Consulting Group. Top Performers Benefit from More Effective Journey Data Management.

Surveys 71

Surveys Management Journey mapping Customer centricity 71

Amity

DECEMBER 21, 2017

Why not start with some Customer Success videos? 6 TED Talks That Are Surprisingly Relevant to Customer Success. 5 Powerful Videos That Spotlight Customer Advocacy. 2017 Rewind: Your Customer Success Playlist. Here are some pieces around aligning Customer Success and other teams.

Customer advocacy 107

Customer advocacy Best practices Sales Metrics 107

teleopti

SEPTEMBER 18, 2019

Nick Smith at Teleopti shows how to gain control by applying workforce management (WFM) principles to influence company culture and protect corporate reputation. How do they inspire their teams to find new ways to win new business and delight existing customers? Move away from reactive cost-saving to proactive profit-making.

Management 57

Management Customer advocacy Employee engagement Contact Center 57

Influitive

SEPTEMBER 29, 2017

That’s how many people use Schoology’s learning management software to advance what’s possible in education through forums, events, and digital networking. Bridget Heaton, Schoology’s Social and Advocacy Manager, knew a good opportunity when she saw

Customer advocacy 49

Customer advocacy Education Marketing Management 49