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 ). MORE
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. MORE
There’s no denying that the importance of customer marketing is growing. The 2017 State of Customer Marketing Report indicates that over the next year, 93% of organizations expect that their customer marketing efforts will take on greater importance, and 62% will increase their staff or budgets in the customer marketing area. MORE
30 ways to create customer value. Companies that could claim four or more value elements had, on average, three times the NPS of companies that focused on just one customer value, and 20 times the NPS of companies with none. By Mark Schaefer. MORE
The Customer Data Platform Institute (which is run by Raab Associates) on Monday published results of a survey we conducted in cooperation with MarTech Advisor. All central customer databases are not equal. The most common answers are personalization and customer insights. MORE
How’s your customer outreach? You might be looking at how to secure new customers and follow up on leads, but are you also keeping your existing customers happy? We hear a lot about customer engagement and outreach these days. Your customers are a key part of your story. MORE
As a marketing professional, you understand customers are your firm’s most valuable assets. However, dialing into customer loyalty and determining what it takes to improve customer retention isn’t always easy. Does it encourage customers to stay, browse, and purchase? MORE
Branding is the art of influencing customers’ perceptions. For better or worse, customers use these impressions when interacting with your brand. The post How Branding Can Make or Break The Customer Experience appeared first on Marketing Insider Group. MORE
Thomas Wieberneit argues in a thoughtful blog post that companies need one platform for consolidated customer data, but that Customer Data Platform isn’t it because the CDP is “marketer-controlled” by definition, and thus doesn’t support other departments. MORE
“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 of customer advocates? MORE
We all have good intentions when it comes to customer experience and treating our customers well, but sometimes there are disconnects. But some recent research suggests some companies, and their customers, are having exactly that kind of experience. Customers disagree. MORE
Business Customer Experience Innovation Marketing Sales Technology Carla Johnson CX MME17 Modern Customer Experience Modern Marketing Experience ModernCX Oracle Type A CommunicationsMay 9, 2017 by Carla Johnson I remember seeing the first Terminator movie. MORE
Customer marketing is on the rise. According to Koyne Marketing’s 2017 State of Customer Marketing Report, 93% of organizations agree that customer marketing is important or very important to their revenue, and more than two-thirds are planning to boost their investment in customer marketing over the next year. MORE
Marketers are often laser-focused on one thing: Get new customers. It ends up being such a focus that any other part of the customer lifecycle gets second-shrift. This can cause a bit of tension, as most of us know keeping customers is nearly as important as getting them in the first place. And then there’s the quotes and statistics about the benefits of customer loyalty , aka customer retention. How many of your customers buy from you more than once? MORE
The company offers what it calls an omnichannel marketing platform that builds a unified customer database, manages marketing campaigns, and generates personalized Web and email messages. The system can also look up information about a specific customer in real time if an ID is provided. MORE
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. MORE
One of the challenges business owners face is attracting new customers while trying to retain current customers. B2B companies tend to focus more resources on attracting new customers than retaining current customers. Understand what really matters to your customer. MORE
The emergence and spread of the Industrial Internet of Things (IIoT) has dramatically changed the game for both B2B vendors and customers. But it also means a dramatic leap in customer expectations. Professional customers (i.e., Customer Service Management Tools. MORE
We all have good intentions when it comes to customer experience and treating our customers well, but sometimes there are disconnects. But some recent research suggests some companies, and their customers, are having exactly that kind of experience. Customers disagree. MORE
When it costs 6X more to attract a new customer than it does to keep an existing one, does it still make sense for marketers to focus mainly on generating new leads, rather than nurturing current customers? Nope!) As more and more companies turn their focus away from short-lived marketing campaigns, and towards building ongoing. MORE
Most customers share these sentiments and with the ubiquity of instant customer service options from live-chat to SMS, email, voice, and social, customers have been trained to expect things to just work and if they don’t, they want immediate, seamless support. MORE
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. by Yarden Gilboa. MORE
Evaluations are done, sales reps are in closing mode, and all that stands in the way of a killer three months are a few customer references. Asking for a customer reference. The scenario: it’s nearing the end of the quarter, and your sales team is within reach of their number. Panic time? Of course not. MORE
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. MORE
I’ve had at four conversations in the past twenty four hours with vendors who build a unified customer database and use it to guide customer treatments. So, no, a CDP doesn’t need to have customer management features. MORE
One of the fascinating things about the Customer Data Platform Institute is how developers from different backgrounds have converged on similar solutions. In their previous lives, both saw marketers struggling to assemble and activate useful customer data. ActionIQ also creates correlation reports and graphs showing the relationship between pairs of user-specified variables, such as a customer attribute and promotion response. MORE
The voluminous nature of marketing and sales content is making it harder for organizations to get through to customers and potential customers today. The bar has now been raised for marketers to make it through the eye of the needle of customer attention. by Creative Stall. MORE
It’s the age of the customer. Whether you’re talking about marketing that’s “customer-centric” or “customer first,” or discussing “the. customer experience,” “customer success,” or “customer retention,” there’s no shortage of buzzwords about the customer. MORE
A 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.” Strengthening The Common View Of Customers. 10 Essentials Of Becoming Customer-Centric With Buyer Personas. MORE
Consumers and customers are empowered with more information than ever. Customer Experience Carla Johnson Digital Customer Experience Mobile Customer Experience Salesforce Type A Communications MORE
It’s nearly two years since I introduced the concept of a Customer Data Platform , defined as a marketer-controlled system that builds a multi-source customer database and exposes it to external execution systems. more developments in cross-channel customer tracking. MORE
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 “). MORE
This is especially the case when one of the biggest customer complaints is the lack of personal interaction and care. However, there are other issues that impact a customer experience as well, including response time. Accelerating AI Integration Into the Customer Experience. MORE
Many surveys present a familiar tune: most marketers want unified customer data but few have it. Better tools, like Customer Data Platforms, can help by reducing the expertise needed. MORE
Customer journey mapping is now the buzziest of buzz words. None of this affects me personally, but if I were a real customer experience expert I'd be annoyed at cartoon versions being presented as the real thing. MORE
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. MORE
December 1, 2016 by Carla Johnson By 2020, customer experience will overtake price and product and the key differentiator between brands. Customer Experience B2B Carla Johnson Customer Service Digital Customer Experience Mobile Customer Experience Type A Communications MORE
Customer experience has been and will continue to be one of the major influences on how buyers make choices. The idea that customer experience is of significant importance has been around for a couple of decades. State Of B2B Customer Experience Is Unhealthy. by Creative Stall. MORE
There is a big problem when it comes to B2B customer research. That is, making their buyer personas about customer research and not confirming existing buyer profiling assumptions. These assumptions can then get in the way of truly understanding their customers. MORE
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. MORE
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. MORE
Strikingly, in these same few years, you will also find developing customer understanding also on the list of CEO priorities. What becomes clear considering these surveys is that many CEOs see growth resulting from a strong understanding of customers. Illustration by Nikita Kozin. MORE
Customer Related Topics 
Act-On
MAY 24, 2017
It’s the age of the customer. Whether you’re talking about marketing that’s “customer-centric” or “customer first,” or discussing “the. customer experience,” “customer success,” or “customer retention,” there’s no shortage of buzzwords about the customer.
Webbiquity
APRIL 27, 2017
The emergence and spread of the Industrial Internet of Things (IIoT) has dramatically changed the game for both B2B vendors and customers. But it also means a dramatic leap in customer expectations. Professional customers (i.e., Customer Service Management Tools.
Tony Zambito
SEPTEMBER 6, 2016
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.
Type A Communications
MAY 9, 2017
Business Customer Experience Innovation Marketing Sales Technology Carla Johnson CX MME17 Modern Customer Experience Modern Marketing Experience ModernCX Oracle Type A CommunicationsMay 9, 2017 by Carla Johnson I remember seeing the first Terminator movie.
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Most B2B companies say the customer experience is a priority, but their teams are not prepared or coordinated enough to make this a reality
Influitive b2b
MAY 4, 2017
Evaluations are done, sales reps are in closing mode, and all that stands in the way of a killer three months are a few customer references. Asking for a customer reference. The scenario: it’s nearing the end of the quarter, and your sales team is within reach of their number. Panic time? Of course not.
Influitive b2b
JANUARY 12, 2017
Customer marketing is on the rise. According to Koyne Marketing’s 2017 State of Customer Marketing Report, 93% of organizations agree that customer marketing is important or very important to their revenue, and more than two-thirds are planning to boost their investment in customer marketing over the next year.
Tony Zambito
JANUARY 24, 2016
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.
Tony Zambito
JANUARY 31, 2016
The voluminous nature of marketing and sales content is making it harder for organizations to get through to customers and potential customers today. The bar has now been raised for marketers to make it through the eye of the needle of customer attention. by Creative Stall.
Customer Experience Matrix
OCTOBER 28, 2016
Many surveys present a familiar tune: most marketers want unified customer data but few have it. Better tools, like Customer Data Platforms, can help by reducing the expertise needed.
Biznology
APRIL 27, 2017
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 ).
Customer Experience Matrix
DECEMBER 14, 2016
The company offers what it calls an omnichannel marketing platform that builds a unified customer database, manages marketing campaigns, and generates personalized Web and email messages. The system can also look up information about a specific customer in real time if an ID is provided.
Modern Marketing
OCTOBER 17, 2016
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.
Tony Zambito
JANUARY 29, 2017
Strikingly, in these same few years, you will also find developing customer understanding also on the list of CEO priorities. What becomes clear considering these surveys is that many CEOs see growth resulting from a strong understanding of customers. Illustration by Nikita Kozin.
Influitive b2b
APRIL 19, 2017
When it costs 6X more to attract a new customer than it does to keep an existing one, does it still make sense for marketers to focus mainly on generating new leads, rather than nurturing current customers? Nope!) As more and more companies turn their focus away from short-lived marketing campaigns, and towards building ongoing.
Tony Zambito
JUNE 5, 2016
Customer experience has been and will continue to be one of the major influences on how buyers make choices. The idea that customer experience is of significant importance has been around for a couple of decades. State Of B2B Customer Experience Is Unhealthy. by Creative Stall.
Customer Experience Matrix
OCTOBER 6, 2015
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.
Type A Communications
DECEMBER 1, 2016
December 1, 2016 by Carla Johnson By 2020, customer experience will overtake price and product and the key differentiator between brands. Customer Experience B2B Carla Johnson Customer Service Digital Customer Experience Mobile Customer Experience Type A Communications
grow - Practical Marketing Solutions
MAY 8, 2017
30 ways to create customer value. Companies that could claim four or more value elements had, on average, three times the NPS of companies that focused on just one customer value, and 20 times the NPS of companies with none. By Mark Schaefer.
Act-On
OCTOBER 17, 2016
We all have good intentions when it comes to customer experience and treating our customers well, but sometimes there are disconnects. But some recent research suggests some companies, and their customers, are having exactly that kind of experience. Customers disagree.
Customer Experience Matrix
MARCH 12, 2017
Thomas Wieberneit argues in a thoughtful blog post that companies need one platform for consolidated customer data, but that Customer Data Platform isn’t it because the CDP is “marketer-controlled” by definition, and thus doesn’t support other departments.
grow - Practical Marketing Solutions
FEBRUARY 18, 2016
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 “).
grow - Practical Marketing Solutions
SEPTEMBER 27, 2016
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.
Customer Experience Matrix
NOVEMBER 30, 2016
The Customer Data Platform Institute (which is run by Raab Associates) on Monday published results of a survey we conducted in cooperation with MarTech Advisor. All central customer databases are not equal. The most common answers are personalization and customer insights.
Modern Marketing
APRIL 14, 2017
This is especially the case when one of the biggest customer complaints is the lack of personal interaction and care. However, there are other issues that impact a customer experience as well, including response time. Accelerating AI Integration Into the Customer Experience.
Vidyard
APRIL 28, 2017
Most customers share these sentiments and with the ubiquity of instant customer service options from live-chat to SMS, email, voice, and social, customers have been trained to expect things to just work and if they don’t, they want immediate, seamless support.
Influitive b2b
FEBRUARY 8, 2017
There’s no denying that the importance of customer marketing is growing. The 2017 State of Customer Marketing Report indicates that over the next year, 93% of organizations expect that their customer marketing efforts will take on greater importance, and 62% will increase their staff or budgets in the customer marketing area.
Tony Zambito
NOVEMBER 1, 2015
A 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.” Strengthening The Common View Of Customers. 10 Essentials Of Becoming Customer-Centric With Buyer Personas.
Act-On
FEBRUARY 11, 2016
“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 of customer advocates?
Type A Communications
JANUARY 3, 2017
Consumers and customers are empowered with more information than ever. Customer Experience Carla Johnson Digital Customer Experience Mobile Customer Experience Salesforce Type A Communications
Act-On
OCTOBER 17, 2016
We all have good intentions when it comes to customer experience and treating our customers well, but sometimes there are disconnects. But some recent research suggests some companies, and their customers, are having exactly that kind of experience. Customers disagree.
Customer Experience Matrix
JANUARY 18, 2015
It’s nearly two years since I introduced the concept of a Customer Data Platform , defined as a marketer-controlled system that builds a multi-source customer database and exposes it to external execution systems. more developments in cross-channel customer tracking.
Act-On
NOVEMBER 29, 2016
Marketers are often laser-focused on one thing: Get new customers. It ends up being such a focus that any other part of the customer lifecycle gets second-shrift. This can cause a bit of tension, as most of us know keeping customers is nearly as important as getting them in the first place. And then there’s the quotes and statistics about the benefits of customer loyalty , aka customer retention. How many of your customers buy from you more than once?
Customer Experience Matrix
DECEMBER 8, 2016
I’ve had at four conversations in the past twenty four hours with vendors who build a unified customer database and use it to guide customer treatments. So, no, a CDP doesn’t need to have customer management features.
Biznology
JANUARY 16, 2017
One of the challenges business owners face is attracting new customers while trying to retain current customers. B2B companies tend to focus more resources on attracting new customers than retaining current customers. Understand what really matters to your customer.
B2B Marketing Insider
SEPTEMBER 5, 2016
Branding is the art of influencing customers’ perceptions. For better or worse, customers use these impressions when interacting with your brand. The post How Branding Can Make or Break The Customer Experience appeared first on Marketing Insider Group.
Customer Experience Matrix
MAY 28, 2015
Customer journey mapping is now the buzziest of buzz words. None of this affects me personally, but if I were a real customer experience expert I'd be annoyed at cartoon versions being presented as the real thing.
Biznology
DECEMBER 9, 2016
How’s your customer outreach? You might be looking at how to secure new customers and follow up on leads, but are you also keeping your existing customers happy? We hear a lot about customer engagement and outreach these days. Your customers are a key part of your story.
Customer Experience Matrix
NOVEMBER 9, 2016
One of the fascinating things about the Customer Data Platform Institute is how developers from different backgrounds have converged on similar solutions. In their previous lives, both saw marketers struggling to assemble and activate useful customer data. ActionIQ also creates correlation reports and graphs showing the relationship between pairs of user-specified variables, such as a customer attribute and promotion response.
Influitive b2b
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.
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