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
Do customers trust your brand? Use these 4 powerful strategies to transform average interactions into ones that build customer engagement and trust. Content Marketing Customer Marketing content marketing customer content customer engagement customer lifecycle customer marketing MORE
The perils of leaving customer engagement and retention to chance This is a visualization of the typical SaaS buying process, which has clear stages and great content to guide buyers toward purchasing your product: This is a thing of beauty. People in your organization are constantly examining, optimizing, and perfecting it. Now, this is a. MORE
Customer lifecycle optimization is thinking of your sales funnel as a whole, not just disparate parts. Advocacy & Loyalty Customer Marketing customer lifecycle customer lifecycle optimization customer marketing MORE
This article is part of our series on customer experience where we focus on topics relating to connecting data, intelligence and experiences. Delivering exceptional customer experiences has quickly become table stakes for marketers. MORE
They all ingest data from multiple sources; convert it into unified customer profiles; apply rules and analytics to find the best message for each customer in each situation; and, send those messages to external systems for delivery. MORE
Some marketers seem to keep their distance from customer data. When I ask what kind of customer information they are working with, I hear things like, “Oh, Mary is in charge of our data. So, how do you get familiar with your customer records, and make them your friends? MORE
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. In addition to learners at home, Rosetta Stone also serves educators and global businesses to help upskill. 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
The Customer Data Platform Institute will be launching its European branch later this month with a series of presentations in London, Amsterdam and Hamburg. market is ahead of Europeans on marketing technology in general and customer data management in particular. 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
Customer experience is a top priority for many companies. See how to create marketing that puts the customer first. That’s true customer-centric marketing. Advocacy & Loyalty Customer Marketing customer centric marketing customer marketing expand marketing 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
While some critics see the move to self-serve as a cynical attempt to offload costs (time, expense) to customers. But there’s also a huge benefit to customers – if done correctly. Self-serve can allow customers to access training and get answers when they need it. MORE
Does your customer management strategy need an upgrade? Super customers can 16x your profits - and so can firing your "super awful" customers. Customer Marketing customer lifetime value customer management customer marketing 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
Instead, delighting customers throughout their buying journey is the only way to meaningfully engage and retain them in today’s marketplace. A recent study by Walker predicts that “by 2020, customer experience will overtake price and product as the key brand differentiator.”. The rules of the game have changed—having the best software is no longer enough. 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
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. MORE
When all of a sudden your customer support team was now called your customer, or client, success team? What follows is an edited version of our conversation, with key takeaways that capture what Luke believes to be the crucial elements of building customer success. MORE
The same principles and practices for demand gen marketing (segmenting, scoring, and nurturing) have just as much to offer customer marketing; and are especially instrumental in B2B marketing. Customer Marketing Demand & Lead Generation MORE
Are you looking for the best ways to reactivate dormant customers and reduce churn? Consider which of these may be the most applicable to your business, your customers, and your objectives. The longer a customer is inactive, the more likely an eventual defection. MORE
Understanding customer sentiment is critical to your marketing and organizational success. Customer MarketingLearn about the role human emotion plays in a marketer’s work – from brand perception to decision-making to the creative. 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
‘Customer experience’ refers to putting the customer and their needs at the center of everything a company does. Arguably, the most important element of the customer experience and therefore, of marketing, is the content that a company offers to its customers. MORE
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. What is Customer Lifetime Value? Are you finding your most valuable customers? MORE
Marketers are constantly working to provide a more engaging, authentic, and compelling customer experience — and for good reason. Eighty-six percent of buyers say they’ll pay more for a better customer experience, according to Forbes magazine. 1: Why customers stop purchasing. MORE
These may include primary research, 3rd party research, brand wave studies, voice of the customer, and online surveys. Digital keyword research lets customers tell the company — in their own words — exactly what they need in terms of the content that will bring them to the company site. MORE
It’s always possible to have a bad digital customer experience if you lack the skills or investment to create one. A consultant friend recently asked me to put together a questionnaire for a discovery workshop on digital customer experience. How do you gather customer feedback? MORE
Their goal is to disrupt themselves and dramatically improve how their customers experience their brand. And they need to come to agreement on which projects will deliver the most value to the company and their customers in the shortest time. Assemble a customer advisory board. 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
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. What is Customer Lifetime Value? Are you finding your most valuable customers? MORE
April 17, 2018 by Carla Johnson I spent last week at Oracle’s Modern Customer Experience conference in Chicago. The post Defining Modern Customer Experience appeared first on Type A Communications. Creativity Customer Experience Marketing MORE
As a marketer, you most likely have a list of your “inactive” customers. The definition of inactive customers varies from marketer to marketer. There are two things you can do to further understand your inactive customers. MORE
B2B marketers are focusing more and more on making sure their customers are successful after they’ve signed the contract and started using your product or service. First, successful customers are happy customers and their more likely to renew with you. The second reason is that successful, happy customers are also great advocates for your brand. They’re your customers who are willing to advocate for your brand, your company, your solution, your people. MORE
When all of a sudden your customer support team was now called your customer, or client, success team? What follows is an edited version of our conversation, with key takeaways that capture what Luke believes to be the crucial elements of building customer success. 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 Biznology
MAY 4, 2018
‘Customer experience’ refers to putting the customer and their needs at the center of everything a company does. Arguably, the most important element of the customer experience and therefore, of marketing, is the content that a company offers to its customers.
Act-On
OCTOBER 7, 2016
When all of a sudden your customer support team was now called your customer, or client, success team? What follows is an edited version of our conversation, with key takeaways that capture what Luke believes to be the crucial elements of building customer success.
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.
Biznology
JUNE 29, 2017
Are you looking for the best ways to reactivate dormant customers and reduce churn? Consider which of these may be the most applicable to your business, your customers, and your objectives. The longer a customer is inactive, the more likely an eventual defection.
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size Profit Marin Customer. perhaps focusing on different target customer groups or geographical regions. - It might be a customer relationship management system for the team, or other. size Profit Marin Customer. more leads into customers - right?
Biznology
JUNE 1, 2018
Their goal is to disrupt themselves and dramatically improve how their customers experience their brand. And they need to come to agreement on which projects will deliver the most value to the company and their customers in the shortest time. Assemble a customer advisory board.
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
MARCH 4, 2018
The Customer Data Platform Institute will be launching its European branch later this month with a series of presentations in London, Amsterdam and Hamburg. market is ahead of Europeans on marketing technology in general and customer data management in particular.
Modern Marketing
JUNE 11, 2018
This article is part of our series on customer experience where we focus on topics relating to connecting data, intelligence and experiences. Delivering exceptional customer experiences has quickly become table stakes for marketers.
Speaker: Carlos Hidalgo, CEO & Founder of VisumCx
B2B buyers are more sophisticated than ever before, from the customers’ initial discovery, to the moment they commit to buy. With information at their fingertips, the chances are that potential customers have already met you, judged you and have a firm impression on your company and products.
Act-On
MAY 19, 2017
Marketers are constantly working to provide a more engaging, authentic, and compelling customer experience — and for good reason. Eighty-six percent of buyers say they’ll pay more for a better customer experience, according to Forbes magazine. 1: Why customers stop purchasing.
Act-On
OCTOBER 7, 2016
When all of a sudden your customer support team was now called your customer, or client, success team? What follows is an edited version of our conversation, with key takeaways that capture what Luke believes to be the crucial elements of building customer success.
Act-On
FEBRUARY 6, 2018
The same principles and practices for demand gen marketing (segmenting, scoring, and nurturing) have just as much to offer customer marketing; and are especially instrumental in B2B marketing. Customer Marketing Demand & Lead Generation
Biznology
MARCH 21, 2018
It’s always possible to have a bad digital customer experience if you lack the skills or investment to create one. A consultant friend recently asked me to put together a questionnaire for a discovery workshop on digital customer experience. How do you gather customer feedback?
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.
Speaker: Douglas Burdett, Host of The Marketing Book Podcast, Founder/Principal of ARTILLERY
Instead of finding customers with mass advertising and email blasts, marketers must now focus on being found and learn to build continuous relationships with buyers.
Influitive b2b
MAY 30, 2018
Instead, delighting customers throughout their buying journey is the only way to meaningfully engage and retain them in today’s marketplace. A recent study by Walker predicts that “by 2020, customer experience will overtake price and product as the key brand differentiator.”. The rules of the game have changed—having the best software is no longer enough.
Act-On
JULY 7, 2017
Customer lifecycle optimization is thinking of your sales funnel as a whole, not just disparate parts. Advocacy & Loyalty Customer Marketing customer lifecycle customer lifecycle optimization customer marketing
Act-On
AUGUST 22, 2017
Do customers trust your brand? Use these 4 powerful strategies to transform average interactions into ones that build customer engagement and trust. Content Marketing Customer Marketing content marketing customer content customer engagement customer lifecycle customer marketing
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.
Speaker: Brian Carroll, CEO & Founder of markempa
There has never been more marketing channels to reach potential customers. That's why we need to go beyond rational-logic based marketing to understand how our customers feel. The single biggest issue for B2B growth is effective lead generation: increasing lead quality and quantity.
Biznology
APRIL 25, 2018
Some marketers seem to keep their distance from customer data. When I ask what kind of customer information they are working with, I hear things like, “Oh, Mary is in charge of our data. So, how do you get familiar with your customer records, and make them your friends?
Act-On
JULY 12, 2017
Customer experience is a top priority for many companies. See how to create marketing that puts the customer first. That’s true customer-centric marketing. Advocacy & Loyalty Customer Marketing customer centric marketing customer marketing expand marketing
Modern Marketing
MAY 30, 2018
As a marketer, you most likely have a list of your “inactive” customers. The definition of inactive customers varies from marketer to marketer. There are two things you can do to further understand your inactive customers.
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.
Act-On
APRIL 18, 2018
Understanding customer sentiment is critical to your marketing and organizational success. Customer MarketingLearn about the role human emotion plays in a marketer’s work – from brand perception to decision-making to the creative.
Influitive b2b
JUNE 21, 2018
The perils of leaving customer engagement and retention to chance This is a visualization of the typical SaaS buying process, which has clear stages and great content to guide buyers toward purchasing your product: This is a thing of beauty. People in your organization are constantly examining, optimizing, and perfecting it. Now, this is a.
Influitive b2b
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. In addition to learners at home, Rosetta Stone also serves educators and global businesses to help upskill.
Act-On
OCTOBER 24, 2016
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. What is Customer Lifetime Value? Are you finding your most valuable customers?
Biznology
FEBRUARY 23, 2018
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.
Webbiquity
FEBRUARY 9, 2017
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?
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.
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.
Type A Communications
APRIL 17, 2018
April 17, 2018 by Carla Johnson I spent last week at Oracle’s Modern Customer Experience conference in Chicago. The post Defining Modern Customer Experience appeared first on Type A Communications. Creativity Customer Experience Marketing
Modern Marketing
JUNE 22, 2018
While some critics see the move to self-serve as a cynical attempt to offload costs (time, expense) to customers. But there’s also a huge benefit to customers – if done correctly. Self-serve can allow customers to access training and get answers when they need it.
Act-On
OCTOBER 24, 2016
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. What is Customer Lifetime Value? Are you finding your most valuable customers?
Act-On
JANUARY 16, 2018
SaaS companies can increase renewal rates and see predictable growth with a detailed customer success journey map and a game plan for proactive engagement. Customer Marketing
Customer Experience Matrix
MARCH 14, 2017
They all ingest data from multiple sources; convert it into unified customer profiles; apply rules and analytics to find the best message for each customer in each situation; and, send those messages to external systems for delivery.
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
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.
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