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How Event Technology Helps B2B Marketers Increase Customer Engagement [Interview]

KoMarketing Associates

A survey released by Attend and Demand Metric at the end of 2015 revealed that customer engagement remains a top goal for B2B event marketers. Salespeople are commonly sent to events with no technology to help them keep track of conversations or let them know which of their contacts are there.”. HOW CRITICAL IS EVENT MANAGEMENT TECHNOLOGY TO MARKETERS?

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Confusing Customer Segmentation, Buyer Profiling, and Buyer Personas Harms Marketing

Tony Zambito

Compounding the issue today is the prevalent use of the term buyer persona to describe customer segmentation and buyer profiling efforts.   The issue I am referring to is the confusion that can surround distinguishing between customer segmentation, buyer profiling, and buyer personas today. Customer Segmentation. And, it can help gauge the size of a market opportunity.

Customer Experience Simplified

It's All About Revenue

However, as much as we overcomplicate things, there is no overstating the importance of providing the best customer experience possible each time, every time and across all channels. According to Gartner, 89% of all businesses will compete on customer experience this year. Another 89% believe customer experience will be their main differentiator by 2017. Customer Experience

How, And Why, You Should Calculate Customer Lifetime Value (CLV)


The true value of a customer is not just the size of the deal. Instead, it should be calculated with other (more important) factors such as how long they are likely to remain your customer. Researchers estimate that today it costs five times as much to acquire a new customer than it does to retain a current one. What is Customer Lifetime Value? How do you calculate CLV?

B2B Loyalty, The B2C Way

Find out how consumer loyalty principles can help B2B companies reward, recognize, and engage their customers

6 Must-Have Types of Customer Help Content

Vertical Response

Helpful content is, of course, an important part of marketing your business. Customer help content may be something you’ve thought about, and maybe even created some. But it’s also likely the task of creating help content gets pushed down the to-do list when more pressing things come up. And, help content can lighten the load on your customer support team.

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7 Elements Of Customer Understanding The C-Suite Must Master

Tony Zambito

Changes in customer and buying behaviors continue to rock the very foundations of many industries. According to recent surveys by PWC, Forrester, IBM , and McKinsey, disruptive trends in customer and buying behaviors are expected to continue over the next five years. What remains cloudy for CEOs and their C-Suites is what comprises deep customer understanding. by Yarden Gilboa.

Metrics to Help You Track Brand, Demand, and Expand


His monthly magazine, annual Poor Richard’s Almanac and various other printings all served to establish him as an authority and help grow his printing press business. It was educational, with the goal of helping farmers be more successful … the quintessential definition of content marketing. The post below generated over 800 likes and helped to build more brand awareness.

8 Helpful Resources for Creating Beautiful Infographics


Not only do they make content more sharable -- 40 times as much -- but they help us retain information. Helpful Resources for Creating Beautiful Infographics. 1) Canva. Here's one that helps non-profits visually communicate highlights from an annual report: 4) Freepik doesn't quite allow the same level of customization that some others in this list do.

B2B Marketing Trends for 2016

And they expect an optimized customer experience from end to end. Manage the customer experience: great content alone won't save a lousy product or cumbersome experience. always make more content, their customers can't make any more time. will be forced to value "fit" over "reach" where they target the customers that fit. B2B marketers will see how sales people can help.

Goal-Directed Marketing: How Marketers Can Help Buyers Achieve Their Goals

Tony Zambito

While this type of intelligence is helpful, it lacks insights into the goal-directed behavior of buyers and why they make the choices they do.  At the core of the problem is the simple fact that marketers are having a hard time getting what makes buyers happy and satisfied. coaching by Gilbert Bages. Respond with content and media that fits into the new world of digital commerce.

Informed Customer Understanding Should Guide Marketing

Tony Zambito

While others portray that if you just do these few things, then there will be a proverbial pot of gold, at the end of the year filled with overflowing coins of new leads and customers. One thing that is clear is the dynamics of markets, customers, and sellers continue to unfold in new ways.  Making use of relevant insights to help guide marketing planning.  by Anton Scherbik.

One Case Study Helps Land FIVE Major Customer Awards

Stories that Sell

Never doubt the power of a single case study or the positive impact for the featured customer. • 2012 1to1 Media Customer Champion. United teamed with Acxiom for data integration, enhancement and segmentation, helping bring together 90 million records for the United and Continental Airlines merger, as well as for United’s companywide CRM initiative. How about you?

How (and Why) Customer Success is Different from Customer Support


When all of a sudden your customer support team was now called your customer, or client, success team? Lots of people jumped on the bandwagon to rename their customer support teams, but what they didn’t do was change the fundamentals of how each customer is cared for – the core of what it really means to be part of “customer success.”. That’s the wrong approach.

How To Lead With Customer-Focused Content

Tony Zambito

The bar has now been raised for marketers to make it through the eye of the needle of customer attention.  The novelty of content has worn off its shiny coat for many customers and potential buyers.  Out Of Alignment With Business And Customer Goals. Compounding this issue, is the overriding benefit of content as seen by customers and potential buyers.  Related articles.

B2B Marketing Trends for 2016

And they expect an optimized customer experience from end to end. Manage the customer experience: great content alone won't save a lousy product or cumbersome experience. always make more content, their customers can't make any more time. will be forced to value "fit" over "reach" where they target the customers that fit. B2B marketers will see how sales people can help.

Use Buyer Persona Research To Improve B2B Customer Experience

Tony Zambito

Customer experience has been and will continue to be one of the major influences on how buyers make choices.  Recent research by SiriusDecisions found that for 80% of B2B buyers surveyed, customer experience counted as the top significant reason why they chose to work with a specific provider over another.  State Of B2B Customer Experience Is Unhealthy. by Creative Stall.

The One Thing That’s Better Than Knowing Your Customers

grow - Practical Marketing Solutions

Knowing your customers is a never-ending quest for most marketers. Understanding the customer helps marketers position the product, and sales teams persuade consumers to buy. However, there’s one thing that is even better than knowing your customers. Yes, Knowing Your Customers Is Needed. And don’t even get me started on listening to customers.

All CMOs are Planning to Increase New Customer Acquisition: How Predictive Can Help


How Predictive Marketing Can Help You Acquire New Customers. Predictive marketing can help you identify high potential targets within your existing marketing database.  Lattice helps fill this gap with insights from the Lattice Data Cloud. Predictive can help you segment and create targeted lists based on fit, intent and transactional data. Smarter Segmentation.

10 Ways Customer Stories Help Companies Sell

Savvy B2B Marketing

We're pleased to present this guest post by Casey Hibbard , customer success story specialist, to kick off the new year. Read on to see all the ways that companies benefit from customer stories. Not only are positive customer experiences powerful in attracting new customers, but in fact, organizations that sell without them could be losing out. ” 3.

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B2B Marketing Trends for 2016

And they expect an optimized customer experience from end to end. Manage the customer experience: great content alone won't save a lousy product or cumbersome experience. always make more content, their customers can't make any more time. will be forced to value "fit" over "reach" where they target the customers that fit. B2B marketers will see how sales people can help.

Marketers Are Struggling to Keep Up Customer Expectations: Here's Proof

Customer Experience Matrix

How pitiful is this: My wife left me alone all last weekend and the most mischief I could get into was looking for research about cross-channel customer views. Let's start with a truth universally acknowledged – that customers have rising expectations for personalized treatment. So, yes, customer expectations are rising and failing to meet them has a price.

Marketing: New architects of the customer experience?

grow - Practical Marketing Solutions

There seems to be a theme emerging on {grow} over the last few months and it is this: How can be effective marketers and have any influence over what has become a very strange and complex The customer journey (my friend Krista LaRiviere of gShift called this the “ dark funnel “). The customer journey is more tangled than the power cords in my computer bag. Now what?

4 Uncommon Ways to Help New Customers Discover Your Business

Vertical Response

A growing customer base is critical to any thriving business. By doing so, you increase your ability to not only attract your target market but also encourage new customers to convert, and ensure you retain them. Here are four uncommon ways to help new customers discover your business: 1. Always remember, project the voice of the customer with your words. advice.


4 Helpful Tools for Organizing Your Social Media Calendar


In this post, we’ve rounded up some of the most helpful tools and templates for building out an effective social media content plan. So if you're not already using a social media content calendar , hear me out: Calendars help you get organized to avoid the dreaded scramble when things come up. Calendars can help you track performance and plan for future posts. The good news?

4 Twitter Tools that Help You With Customer Service

Vertical Response

Twitter has fundamentally changed the way that customer service interactions take place. As a business owner, you might find yourself in a negative customer-tweet situation at some point. Although daunting, with the correct monitoring tools, you can stop the criticism and respond to your customers in a timely manner. Let’s say a customer left you a review via Twitter.

How to Help Ecommerce Customers Avoid Buyers’ Remorse


Excellent customer service has long been a determining factor in a buyer’s loyalty, but you may be surprised to learn it’s not the only thing you can do to make sure your customers buy again. In fact, for a guaranteed return visit, you need a quality product, excellent customer service, and choice closure. In some cases, those buyers just won’t make a choice at all. Ecommerce

Leading Companies for Customer Service, On and Off Social

Buzz Marketing for Technology

Recently I moderated another Social Media Today webinar as part of their Best Thinker webinar  series, this time on the topic of Leading Companies for Customer Service, On and Off Social. We discussed a ton of ideas on how customer services on and off of social need to scale. Focus on the core program and get that right before scaling to social media.

How Predictive Intelligence Helps B2B Marketers with Buyer Targeting


Predictive intelligence can help identify and analyze behavior and intent data to provide a 360-degree view of prospects and their paths to purchase. Predictive solutions can help your organization uncover hidden "breadcrumbs" of previously uncaptured data from across the web that reveal buyer intent. Better serve them customized content. How bad is it? Ready to learn more?

Lead Nurturing: How a social business strategy can help you move from selling to helping your prospects

B2B Lead Generation Blog

Tweet At MarketingSherpa Lead Gen Summit 2013 , I had the privilege of sitting in on a session with Todd Wilms, Head of Social Strategy, and Adriel Sanchez, VP, Demand Generation, both of SAP , as they discussed how they use a business model called “social business” to help their teams across the globe engage local audiences. will need help from social media to remain effective.

5 Tips for Tweeting Your Customer Case Studies

Stories that Sell

Customer success stories - with their focus on real customers, real results and how-to messages - are some of the most engaging content to share. And on Twitter, posting a written or video customer case study is pretty quick and simple. Here's a short guide for crafting your customer-story Tweets: Use Graphics. Maybe even overlay a featured customer quote. Tag It.

How B2B CMOs Can Achieve Customer-Centric Marketing With Buyer Personas

Tony Zambito

recent survey by B2B Marketing, in conjunction with the UK-based agency Tomorrow People, indicated only 38% of marketers considered their content to be “very customer-centric.” This mirrors findings of other surveys related to content marketing and customer-centric marketing, which consistently hovers in the 35- 40% range of “very customer-centric” or “very effective content marketing.”.

News from Krux, Demandbase, Radius: Customer Data Takes Center Stage

Customer Experience Matrix

Three announcements caught my eye, all highlighting the increasing attention being paid to customer data. Krux now has an “intelligent marketing hub” that can also load a company’s own data from CRM, Websites, mobile apps, and offline sources, and unify customer data to build complete cross-channel profiles. If I’m sounding vague here it’s because, frankly, so was Demandbase.

Strikedeck Adds Automation to Customer Success Management

Customer Experience Matrix

I first started paying attention to “customer success management” systems when I realized they were assembling data from multiple sources to build a consolidated customer view – something that could potentially serve other departments throughout the organization. This made them a fifth subtype of Customer Data Platforms (CDPs), along with systems based on marketing, lead scoring, sales advisory, and tag management. Strikedeck is aiming squarely at the same market as customer success leaders Gainsight and Totango but includes more automated execution of recommended actions.

New Tool Helps Marketers Use Email Deliverability Data

It's All About Revenue

Engaging and trusted email communications will organically deliverability as customer interactions and interest increase. We all want to be better marketers, and increase the metrics that matter to us like ROI, open rates, engagement numbers, and customer retention. Just about all RFPs that go out in our industry contain multiple questions about deliverability. Product News

Using Customer Contact Data to Tell Better Marketing Stories


If the stories are true, there was a day – long ago – when marketing with your gut and creating general, positive experiences was enough to draw customers into your lead gen flows. You already have everything you need – your customer contact data – waiting in your CRM. Shaping Customer Data into Stories. When product sheets and face-to-face meetings closed deals.

How Big Data and Marketing Analytics Help Sales

Crimson Marketing

That ubiquitous box on Amazon informing you that “customers who bought this item also purchased…” is something we already take for granted. Plus, sophisticated analytic models can also predict which consumers are likely to cancel services within 12 months — a metric that goes straight to the bottom line because the company must compensate its customers for consumer churn.”

Tools that help monitor and measure social traffic


Media intelligence and monitoring tools can help you make sure that your social media efforts are achieving the goals you set forth. Today we will explore different tools that help monitor traffic and the effectiveness of your social media campaigns. You should choose the tools that help you become the most effective with your social media marketing and press relations.

Why Customer Experience is the Hot New Thing in Marketing


“The customer experience is the next competitive battleground.”. It’s old-fashioned, but it works: Be good to your customers. Be good from the first time they encounter you to years after they’ve become your loyal, return customer. And even recently we’ve seen several new-ish terms that describe what a great customer experience aims to achieve. And of customer advocates?

How to Put the Customer First in Lead Generation

B2B Lead Generation Blog

Tweet Putting customers first in lead generation. As marketers, we have more ways to observe our customers behavior and can leverage tools like marketing automation, Web analytics and CRM systems to help us manage all this complexity. That missing piece is customer empathy. To build that empathy, I recommend: Push the acronyms aside and actually talk to your customer.