Deepening B2B customer relationships with “the funnel beyond the funnel”


I’ve long observed that B2B marketers focus too much on lead generation, and not enough on current customer expansion and retention, which is, after all, where the bulk of profits lie. When asked, the typical B2B marketer will say that 80-85% of their effort goes to customer acquisition.

Funnel 212

The case for customer reactivation


As marketing advances, most professionals are well aware by now of the importance of retention and reactivation in optimizing the value of the customer base. Retaining an additional 2% of customers has the same effect as cutting costs 10% ( Davidow and Malone , The Virtual Corporation ).

Case 167

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

The Right Way to Reduce Your Churn Rate


Some customers are past saving. Of course you don't want them to leave -- nor do you want more customers following suit. To prevent more customers from leaving, you need to ask yourself tough questions: How did your churned customer get to that point?

How To Use Unstructured Data to Understand Customer Language (with Cary Fulbright, Attensity’s Chief Strategy Officer)

Crimson Marketing

That presents a real challenge to those trying to use available information to understand what customers are saying about a brand’s products and services. Cary explains how companies can manage churn rate with programs based on an array of customer data.

How to Use Predictive Analytics for Better Marketing Performance

Single Grain

Data-backed customer insights can be used to enhance marketing efforts at every stage of the funnel, and one of the most effective tactics is using predictive analytics. Churn Rate Prediction. CAC or Customer Acquisition Cost. Marketing Originated Customer Percentage.

How Marketing Strategy Helps To Engage With Loyal Customers


According to Forbes , it costs five times more to acquire a new customer than to retain an existing client. Understanding and fulfilling your existing customers’ expectations will help you build a loyal base of customers. Personalize the Customer Experience.

The age of customer acquisition 3.0


And the benefits will generate a “data flywheel” effect—companies that learn faster will have better offerings, attracting more customers and more data, further increasing their ability to learn. These areas—which collectively we will call Customer Acquisition 3.0—have

How to Create an Ideal Customer Profile (ICP) to Target the Right Customers


The Ideal Customer Profile (ICP) is used to identify, source, and prioritize your best prospects – but how do you create an accurate ICP in the first place? It takes time, money, and people to attract, convert, and delight new customers. What is an Ideal Customer Profile?

Customer Experience Is Critical to B2B Marketing

Marketing Insider Group

“The customer is always right.” Such is the mantra of service-oriented companies whose front-liners would probably bend over backwards just to ensure that each and every customer is satisfied. After all, they serve the customers and end-users directly.

Four Data-Driven Metrics for Managing Your Customer Experience


Take customer experience, for example. How can a company possibly reduce the emotions, interactions, and personality traits that impact a customer’s perception of a business to a single number? Here are four data-driven metrics for managing your customer experience. Churn.

Customer Lifecycle Metrics, Part 5: Retention and Expansion


This is part five in a series of five blog posts that examines the metrics you should measure throughout the five stages of the customer lifecycle: attract , capture , nurture , convert , and expand. Once your prospect converts and becomes a customer, your job as a B2B marketer isn’t done – in fact, the most significant part is just beginning. Top performers are also more likely to personalize campaigns based on their customer preferences.

Customer Experience is the Core of Big Data Marketing (with Russell Glass, Head of Products, Marketing Solutions at LinkedIn)

Crimson Marketing

According to Russell Glass, Head of Products, Marketing Solutions at LinkedIn, “the 10 percent tended to start with the customer. Russell discusses using Big Data in crafting a relevant customer experience and destroying churn rate in this episode of Moneyball for Marketing.

6 Customer Service Trends You Can’t Ignore in 2020

Single Grain

Last year was full of grand ideas, innovations and surprises in the customer support field. And the biggest humbling realization was that price and product are no longer the only competitive differentiators that make customers stay loyal. Providing customers with ideas for inspiration.

The Determinants of Customer Success for B2B Brands


Customer-centricity lies at the core of B2B branding & advertising endeavors & as such it gets imperative for marketers to trace the determinants of customer success. Effective customer success results in decreased customer churn & enhanced up-selling opportunities.

Customer Experience Becoming Critical to B2B


“The customer is always right.” Such is the mantra of service-oriented companies whose front-liners would probably bend over backwards just to ensure that each and every customer is satisfied. After all, they serve the customers and end-users directly.

What is Customer Service? Definition, Satisfaction Metrics, Best Practices with Examples!

Martech Advisor

Customer service is defined as the interaction between a customer and a representative of the organization. This article throws light on the benefits and advantages of good customer service, types and best practices along with satisfaction metrics. What is Customer Service?

The Unsung Relationship Between Customer Experience & Marketing: Delivering the Brand Promise


However, the Annual Digital Trends report by Econsultancy and Adobe revealed a surprising truth — marketers actually identified "optimizing the customer experience" as the most exciting business opportunity. Who Owns Customer Experience? Customer service? customer experience

Why CLV Matters


And Netflix lowered its churn rate to only 4% simply by understanding this number. Customer Lifetime Value, or CLV, which is a measure […]. IBM successfully multiplied its revenue by 10x with a single stat. SurveyMonkey reduced its time spent on campaign management by 40% by using one piece of data. The stat they all used? The post Why CLV Matters appeared first on The Ontraport Blog.

10 of the Best Customer Data Platforms to Power Cross-Channel Marketing


Customers aren’t your enemy — but if you want to win the battle for their hearts, minds, and revenue, it pays to know them well. Savvy marketers looking to gain ground in hotly contested markets will turn their attention to Customer Data Platforms (CDPs).

Customer Lifecycle Metrics, Part 5: Retention and Expansion

Marketing Action

This is part five in a series of five blog posts that examines the metrics you should measure throughout the five stages of the customer lifecycle: attract , capture , nurture , convert , and expand. . Why aren’t more marketers focusing on generating revenue from existing customers?

The Cost of Customer Acquisition vs. Customer Retention


Whether you’re a startup gearing to accelerate growth or a mature corporation looking to gain market share, one stat still matters… It costs 7x more to obtain a new customer than to keep an existing one. And here’s the cold hard truth— customers don’t buy from brands they don’t trust. Why You Should Value Customer Retention. Until a prospect becomes a customer, they won’t truly trust your brand, at least not yet.

8 Data Points about the Importance of Customer Experience

Paul Gillin

I was asked to prepare some background information on the importance of delivering a positive customer experience, and I thought I would share some of the research with you. How much does the market reward companies that deliver excellent customer experience?

Less Than 1% Churn? It’s Possible—Just Listen to Your Customers


I regularly spent a considerable amount of cash at the nearest Regional Grocery Chain™ store, until I noticed their customer experience starting to slide. So I did what any inconvenienced, disgruntled customer of the modern era would do: I took to Twitter to air my grievances to their corporate account. For the past four years, I’ve been happily handing my grocery budget to stores with a superior customer experience. Customers are 5.2x The post Less Than 1% Churn?

Don't Press the Pause Button after Sales - 7 Commandments of B2B Customer Retention


Customer retention is the key to driving your B2B business. Going by one of the most widely used sales theory - 20% of your customers drive 80% of your sales - it is only natural that customer retention keeps topping the charts every year. of customers who left/Total no.

Press 52

Habits of Customer-Centric Marketers: Q&A with Julie Carey


In a recent study we read, the role of marketing is changing to become the chief advocate for customers. Customer-centricity is a competitive advantage! We tapped into the growing Cintell community for perspective from the front lines of customer-centric marketing.

thinkAnalytics Helps Marketers Optimize Customer Treatments

Customer Experience Matrix

Its most common applications, churn reduction for telecommuncations companies and content recommendations for video-on-demand services, are in situations where customers explicitly identify themselves, so this is not an issue. thinkAnalytics reports that its telecommuncations clients have seen churn rates of 20% drop to 12%, while video-on-demand clients have increased sales between 30% and 55%.

The Relationship Between Sales and Customer Success with Wynne Brown


Today's expert interview is with Wynne Brown , Director of Customer Success at Seal Software , about the relationship between Sales and Customer Success. Within each contract, there is a certain level of risk, like the unlimited liability you gave to your first customer.

What Is Churn? [In Under 100 Words]


Churn (aka cancellation rate) is the percentage of customers or subscribers who cancel or select not to renew their subscriptions during a given time period. So, for instance, if you have 5 customers cancel and you originally signed 200 customers, your churn rate would be 2.5%.

Words 73

Customer Lifecycle Marketing: Reporting, Part 2

Marketing Action

Open rate, clickthrough rate of automated email programs: Open rates can be deceptive; as an example, if someone reads your email without enabling images, that read will not register as an open. How many new customers? Number of new customers.

2020 Vision: 5 B2B Marketing Trends To Watch


91% of marketers use content to educate and engage their customers at every stage of the buyer’s journey. As more marketers turn to videos to educate and nurture their customers, video marketing will become more prominent in 2020. . Customer Experience.

8 SaaS Marketing Trends You Can’t Ignore in 2020

Single Grain

Also called cloud computing, SaaS is a business model in which customers pay to use software that is hosted on a remote computer. One of the most common examples of a SaaS company is, of course, Salesforce, the popular customer relationship management tool. Customer Service/Support.

AARRR: What Are Pirate Metrics, and Why Are They Vital To Growth Marketing?

Referral Rock

What’s even harder is ensuring your startup is able to attract and retain new customers at scale. It’s their first experience as a customer and is when they are starting to see the value you offer. It’s the beginning of your relationship with a new customer.

Building your customer success dream team

Which is why we’re also very interested in the notion of Customer Success (CS) and how it impacts sales. CS is top of mind now that companies compete on customer experience, right from the moment buyers sign up. What Is Customer Success? Why Customer Success Works.

Why Churn Limits Growth


Churn May Be the Real Reason Behind Anemic Growth. Service-based providers put a strong emphasis on acquiring new customers for growth. However, churn rate is often overlooked and ultimately is the factor that causes businesses to take one step forward and two steps back.

How Much Are Your Customers Worth? [Infographic]


It''s the estimated revenue that a customer will generate during the entire span of their relationship with your company. It takes into account not only the initial purchase, but also how much a customer is likely to spend in the future as they purchase more products and services from you.

3 Steps to Reduce Churn and Increase Revenue


Author: Rick Siegfried Customer churn, or churn rate, refers to the pace at which customers leave your company in a given period. The ideal churn rate would obviously be 0% (i.e. A key to this is improving the customer experience to reduce churn.

3 Customer Service Must-Haves for Helping Your Clients Succeed

Content Standard

Customer satisfaction is the foundation of a successful business. Analysts have said we’re living in the age of the customer , playing by the rules of “ The Constitution for the Customer Service Economy.” Customer service is the new marketing.

12 Easy Tweaks to Ask for Reviews via Email


Collecting customers’ reviews is a game-changer for any business looking to boost their revenue and beat the competition. Customers’ feedback may influence your decision-making process and shape the future of your products or services.

Review 247

ABM Key Marketing Metrics to Track at Every Stage of the Funnel


The rate at which marketers have moved towards an account-based marketing (ABM) model is quite surprising. Engagement by account: Tracking the rate at which leads within the accounts you are targeting are completing a specific action. Customer.

Funnel 137

Three Myths and Misconceptions About Email Automation


Hopefully, this article serves to dispel a few email automating myths and help a few of you realize it’s not your choice whether or not to seek out a more robust infrastructure; your customers are demanding it. Are you effectively using automation in your email campaigns?

Email 271