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  • REACHFORCE  |  FRIDAY, MARCH 18, 2016
    [Customer] Use Marketing Automation to Improve Customer Retention
    Roughly 70 percent of businesses report that it’s easier and cheaper to retain customers than it is to find new customers. Customer satisfaction improves brand loyalty, so the easiest way to influence customer retention is by providing excellent customer service. With marketing automation, you can improve customer service, which can help to reduce the cost […].
  • HUBSPOT  |  FRIDAY, MAY 1, 2015
    [Customer] What Is CRM (Customer Relationship Management) Software?
    CRM stands for 'customer relationship management.' CRM, or customer relationship management, refers to software that lets companies track every interaction with current and future customers. Most CRMs will have features for keeping track of prospect and customer names, emails, and phone numbers. More advanced and complex ones can rotate leads to the right sales reps and log interactions with customer support teams.
  • CUSTOMER EXPERIENCE MATRIX   |  FRIDAY, APRIL 17, 2015
    [Customer] Marketo Adds Custom Objects. It's a Big Deal. Trust Me.
    Specifically, it hasn’t let users set up custom objects (although they’ve been able to import custom objects from Salesforce.com or Microsoft Dynamics CRM ). Indeed, even $300 per month Ontraport is about to add custom objects (and does a good job of explaining the concept in a typically wry video ). Sloan said that even before this happens, data in the custom objects will be fully available to Marketo rules for list building and campaign flows.
  • B2B LEAD GENERATION BLOG  |  SUNDAY, OCTOBER 21, 2012
    [Customer] Ideal Customer Profiles: 5 steps to ensure your lead generation stays on target
    Through developing an Ideal Customer Profile (ICP) and updating it at least every six months. Here are the steps to developing an ICP: Identify your five best customers. Identify your five worst customers. Analyze what they have in common: Your worst customers should look completely different than your best. An ICP created through thorough customer data analysis reveals the unvarnished truth. Tweet Joe is newly single.
  • CINTELL  |  TUESDAY, APRIL 21, 2015
    [Customer] What’s the Difference Between Buyer, Customer, and User Personas?
    In the world of business-to-business marketing in 2015, personas have become synonymous with strategies used to help companies focus its efforts on targeted groups of customers. Customer personas have solved their initial problem by choosing your solution. The objective for both customer and user personas is to create higher loyalty and retention, as well as increase account value through renewals, cross and up sell. At its very basic level, a “persona” is a character.
  • MODERN MARKETING  |  FRIDAY, APRIL 6, 2012
    [Customer] 5 Crimes of Customer Care
    by Peter Armaly | Tweet this It’s not corporate espionage, but the way some businesses treat their customers can seem downright criminal. In the age of the Internet, customer support should be everyone’s concern. Consider this: At any given moment a significant percentage of a corporation’s current and future revenue is exposed to the interactions customers and prospects have with a company’s frontline employees. Good support organizations own the customer’s reported problem.
  • GROW - PRACTICAL MARKETING SOLUTIONS  |  TUESDAY, FEBRUARY 23, 2016
    [Customer] New research explodes the status quo of customer service
    In this latest edition you’ll hear about two new apps to help you create content, a list of the worst apps in the world (including the Death Simulator), and some radical new insights into customer service best practices. Radical insights into customer service. Tom Webster led an Edison Research team to discover the truth of customer service on the web today. The vast implications of customer expectations for response speed. Radical insights into customer service.
  • SALES INTELLIGENCE VIEW  |  TUESDAY, AUGUST 18, 2015
    [Customer] Customer Spotlight: Fliptop
    We love sharing how our customers are using InsideView! […]. Customer Success insideview customer insideview customer quotes insideview customer reviews insideview customer story insideview customer success insideview fliptop
  • MODERN MARKETING  |  MONDAY, NOVEMBER 30, 2015
    [Customer] 3 Customer Metrics That Will Improve Your Email Marketing
    This is a good starting point, but there are many other types of data that will give you a greater insight into your customers, which will help you market to them more efficiently and effectively. This post will take a look at the top three characteristics that will give you a well-rounded view of who your customers really are, and offer some tips for how to use this data in your email marketing.
  • ACT-ON  |  THURSDAY, SEPTEMBER 1, 2016
    [Customer] Why Empathetic Marketing Can Give Your Customers An Amazing Experience
    In this podcast, Brian talks about how you can provide your customers an amazing experience through the not-so-subtle shift of asking how you can help – instead of telling them how you will help. It ties back to some of the things that I firmly believe in around the customer experience and empathy. Despite having all these tools, it’s become harder than ever to connect with our customers. Brian: All of us, to some level, really want to ultimately help our customers.
  • INFLUITIVE B2B  |  THURSDAY, NOVEMBER 5, 2015
    [Customer] 7 Referral Program Best Practices For Wooing Customers
    From high-growth startups, to multi-national enterprises, every B2B company wants more customer referrals. Referred customers are 30% more likely to convert than leads generated through other channels , and have a 16% higher life-time value. Even if you have an awesome product and a stellar customer experience, you may be afraid of coming off as desperate. Well, the good news is your happiest customers want to give you referrals! Get closer to your customers.
  • TYPE A COMMUNICATIONS  |  WEDNESDAY, MARCH 2, 2016
    [Customer] Why Content Marketing IS Your Customer Experience
    It certainly is with customer experience. B2B Marketing Customer Experience Colorado Epic Mix ski Vail ResortsMarch 1, 2016 Is it true that the sum of all parts is greater than the pieces? And with content marketing. How a brand. read more.
  • B2B MARKETING INSIDER  |  MONDAY, FEBRUARY 17, 2014
    [Customer] The Secret To A Better Customer Experience
    Personalization brings up a whole host of issues like Big Data, Privacy concerns, real-time analytics,and more, but ultimately the goal must be to improve customer experience without being creepy. So while you may be receiving fewer “Dear Sir / Madam” emails, the technology exists to create a digital profile of every user to your website and to deliver improved customer experiences personalized to their unique wants and needs.
  • ACT-ON  |  MONDAY, JANUARY 25, 2016
    [Customer] Good, No, GREAT Things Come in Threes: Build a Winning Trio for Customer Success
    Integrate those two and you are moving in the right direction, but add the customer success team into the mix too, and you’ve unleashed the ability to unify communication and engagement across all phases of the customer lifecycle, creating a winning team trifecta. Over the past decade or so, it’s undeniable that there has been a radical shift in the relationship between businesses and their customers. Gone are the Days of “One and Done” Customer Lifecycle Marketing.
  • WRITING ON THE WEB  |  WEDNESDAY, MARCH 21, 2012
    [Customer] Online Persuasion: Seeing Through the Eyes of Customers
    There was a picture of a pair of glasses lying on a bench with this caption: Don’t you wish you could see through your customers’ glasses? Related posts: Online Persuasion: Seeing Through the Eyes of Your Customers. There’s an important shift in content marketing tactics that affects professionals who want to get found, get known and get clients online. And that shift means a different mindset. Not too long ago I came across a great blog post.
  • CUSTOMER EXPERIENCE MATRIX   |  TUESDAY, MARCH 29, 2016
    [Customer] Hive9 Marketing Performance Management Includes Customer Journey Optimization
    Sending messages distinguishes journey orchestration engines from “pure” Customer Data Platforms, which assemble data but don’t make decisions about customer treatments. Some not-so-pure CDPs do combine the data assembly and decisioning, but they don’t use a system-assembled customer journey as the framework for message selection. That’s quite different from pre-defining an ideal customer journey and trying to force customers to follow it.
  • GROW - PRACTICAL MARKETING SOLUTIONS  |  WEDNESDAY, DECEMBER 2, 2015
    [Customer] How a tweet from Shutterstock’s CEO changed the way I think about customer service
    But when these superb customer service moments happen to you, they do have an impact. Conclusion: When a CEO of one of the biggest stock image sites has the time to tweet-reply and tell an overseas department to personally call me, then I should have all the time in the world to treat my customers the same way. Have you experienced a customer service moment that changed the way you felt about your own business? by Mars Dorian, {grow} Contributing Columnist.
  • BUZZ MARKETING FOR TECHNOLOGY  |  WEDNESDAY, MARCH 13, 2013
    [Customer] 3 Reasons Online Customers Never Return
    But when it comes to a decline in return customers, blaming a lack of customer loyalty on the competition is the easy way out. And from there, put a plan in place for increasing customer loyalty. There are many reasons customers will only buy from a site once. Consumers now expect the same look and feel across web, mobile and tablet-specific apps or sites, yet each platform has its own unique capabilities—and opportunities to learn more about your customers.
  • MODERN MARKETING  |  THURSDAY, OCTOBER 24, 2013
    [Customer] Customer Obsession at the Core of Oracle Eloqua’s New Multichannel Marketing Enhancements
    by Eloqua | Tweet this Is your organization customer obsessed? Earlier this year, we introduced the 5 Tenets of Modern Marketing to support customer-obsessed culture by targeting the right buyers, meaningfully engaging with them, converting them to revenue, analyze to learn effectiveness, and leverage the foundation of technology to enable the entire enterprise. To manage multichannel relationships, it’s imperative to understand our customers, and what they are passionate about.
  • GROW - PRACTICAL MARKETING SOLUTIONS  |  MONDAY, FEBRUARY 27, 2012
    [Customer] Are you on your customer’s A-List?
    Hopefully you answered your customers, prospects, and employees. Would you ever want your customers to say or think you are no longer on their A-List? So what does it take for you to make your customers’ A-List and what are you going to do to stay there? Communty-building customer acquisition time management social media strategy social media time managementBy Contributing {grow} Columnist “Social Steve” Goldner. Good Golly Miss Molly. I’ve been busy.
  • AVITAGE  |  MONDAY, AUGUST 3, 2015
    [Customer] Create Customer Content in Multiple Languages
    The requirement to deliver customer content in multiple languages is further evidence of how new realities are introducing new requirements that demand new approaches. The post Create Customer Content in Multiple Languages appeared first on Avitage. Content Operations Tips & Techniques customer content strategy global content strategy
  • VERTICAL RESPONSE  |  THURSDAY, MARCH 19, 2015
    [Customer] 4 Ways to Retain Customers and Keep Them Coming Back
    It’s a common fact that it costs more to acquire a new customer than retain an existing one. That’s why treating your customers right after they buy is just as important as it is before they buy. One of the easiest ways to grow your business is to keep your existing customers coming back. Let’s take a look at the customer retention math: Company A has 1,000 customers and retains 90% of them year over year. Get Customer Feedback.
  • MODERN B2B MARKETING  |  THURSDAY, NOVEMBER 10, 2016
    [Customer] The Evolution of the Customer Lifecycle
    Author: Sachin Kalra As a marketer, you might have heard about the customer lifecycle in one form or another. At Marketo, we’ve seen many versions of the customer lifecycle model, each with their unique stages, and have even gone through a few iterations of our own. What we’ve come to realize is that even though marketing has evolved significantly over time, the customer lifecycle model hasn’t evolved to reflect the same changes.
  • CRIMSON MARKETING  |  TUESDAY, JULY 30, 2013
    [Customer] Creating a Clear Customer Message
    A true connection between the customer and company can be easily lost if your customers have a bad experience, you launch the wrong product, or you misdirect an ad placement, among other things. You can avoid this “missed connection” by conveying a clear concise company message through your employees and marketing campaigns to reach your customers. The main goal of your messaging strategy is to determine customer needs and solve their pain points.
  • B2B MARKETING INSIDER  |  WEDNESDAY, NOVEMBER 2, 2016
    [Customer] Challenger Customer Implications for B2B Sales Professionals
    Most sales executives I’ve asked about their view on CEB’s book Challenger Customer have completely missed the value for their sales program. “Oh In our view, Challenger Customer is a must read for sales leaders who are trying to execute a “value selling” […]. The post Challenger Customer Implications for B2B Sales Professionals appeared first on Marketing Insider Group.
  • BIZIBLE  |  MONDAY, FEBRUARY 15, 2016
    [Customer] How to Use B2B Referral Marketing to Gain New Customers
    The key to success for your business is attracting new customers, while maintaining your existing B2B clients. If you want to manage a smart business, you must be able to grow your customer base. Many companies attract customers at events or by using top-of-the-funnel campaigns, but one of the most unique ways that people don’t tend to use, is attracting new customers through your existing customers. They’ve been active customers.
  • AVITAGE  |  THURSDAY, FEBRUARY 28, 2013
    [Customer] Continuously Acquire Customer Stories, Insights, and Ideas
    If content is the fuel for inbound marketing then customer stories or insights are the active performance enhancing ingredients. Well-developed messages targeted to address key buyer questions are better understood when contextualized with customer stories. This is particularly important with innovative products that buyers don’t have any experience buying. Capturing customer stories or insights can be a challenge for content marketers.
  • B2B MARKETING INSIDER  |  TUESDAY, OCTOBER 18, 2016
    [Customer] How Well Do You Know Your Customers? 4 Tips to Help You Boost Your Marketing Effectiveness
    Businesses spend a great deal of money and effort reaching out to potential customers. The post How Well Do You Know Your Customers? Marketing Strategy customer marketing effectiveness marketingThey post status updates on social media, set up YouTube channels, and pay for local advertising, all with the hope that their message will convince people to buy what they’re offering. But if brands are blindly throwing marketing messages out, they’ll […].
  • BUZZ MARKETING FOR TECHNOLOGY  |  FRIDAY, OCTOBER 25, 2013
    [Customer] Can CMOs Master The Customer Experience For Hispanic Shoppers?
    Just as brick-and-mortar retailers have recognized the growing purchasing power, shopping preferences and influence of this vigorous and fast-growing demographic, online marketers too are beginning to see the value of personalizing and customizing every customer experience to better serve their individual needs. To put that in simple terms, customers don’t think in channels; they think about the experience as a whole.
  • MODERN MARKETING  |  WEDNESDAY, AUGUST 17, 2016
    [Customer] How to Orchestrate and Personalize the Entire Customer Experience
    Customer experience (CX) is, and always should be, a top priority for marketers - all marketers, be they B2B or B2C. As Forrester puts it "it’s the age of the customer, and transforming the customer experience (Cx) is one of five critical market imperatives that companies need to shift toward customer obsession." " Well the customer experience is broken because the marketer experience is broken.
  • I-SCOOP  |  SUNDAY, JUNE 7, 2015
    [Customer] Jeanne Bliss: how to build your customer-driven growth engine
    In 2006 Jeanne Bliss published “Chief Customer Officer: Getting Past Lip Service to Passionate Action“ Since then she has been helping leadership teams and CCOs (Chief Customer Officers) to find their united voice and become customer leaders. As each business (and each market, customer, context, leader, etc.) Customer experience Customer loyalty Customer service Leadership Opinion CCO Chief Customer Officer Chief Customer Officer 2.0
  • PAUL GILLIN  |  THURSDAY, JANUARY 24, 2013
    [Customer] Attack of the Customers Press Release
    New Book Explores Recent Epidemic Of Online Customer Assaults on Businesses. ‘Attack of the Customers’ Helps Marketers and Business Owners Manage and Prevent Reputation Threats Carried on Blogs and Social Networks. Customers are taking their complaints about companies and products to the Internet in record numbers, and a new book tells what is driving this trend and how businesses can avoid being victims of customer attacks.
  • LATTICE  |  TUESDAY, MAY 17, 2016
    [Customer] Marketing’s Role in the Age of the Customer
    Over the past few years there has been a power shift in the B2B space, away from marketing and sales teams and toward the customer. This is due to a number of factors, including that customers now have technology at their fingertips to research the tools they need, and make their displeasure known if a vendor doesn’t follow up on the promises they made. The post Marketing’s Role in the Age of the Customer appeared first on Lattice Engines.
  • B2B MARKETING INSIDER  |  THURSDAY, JANUARY 7, 2016
    [Customer] 10 Ways To Turn Visitors Into Customers
    To make money, you’ve got to convert at least some of those visitors and turn them into customers. The post 10 Ways To Turn Visitors Into Customers appeared first on Marketing Insider Group. Watching the number of visitors to your site grow is pretty awesome – who wouldn’t want to see results like this? But, visits alone do not equate to a successful business. Thankfully, there’s plenty that you can […].
  • I-SCOOP  |  MONDAY, FEBRUARY 9, 2015
    [Customer] Psychology and marketing: respecting and failing the customer
    As organizations focus more on customer service, the customer experience and, well, anything that’s customer-related, there’s also an increasing attention for the psychological dimension of business (workers) and customers. Indeed, we have finally discovered that customers are human beings and that the customer experience, just like anything that touches us, is predominantly a matter of […].
  • MODERN MARKETING  |  TUESDAY, DECEMBER 22, 2015
    [Customer] Should the CMO Oversee the Whole Customer Experience?
    The opening of the Executive Summary from the aptly-titled research report Should the Chief Marketing Officer Oversee the Whole Customer Experience? says it all: " The shift to digital marketing, electronic commerce, and social media and mobile interactions continues to bring a massive transformation to how brands and organizations engage prospects and customers." CEOs and board members who do not understand the importance of customer experience.
  • MODERN MARKETING  |  THURSDAY, OCTOBER 15, 2015
    [Customer] Why is Mobile at the Heart of the Customer Journey?
    It’s a way of life, and it’s at the heart of the customer journey. Think about how this translates to the customer journey. It’s used in the early stages of the customer journey. Give prospects and customers the information they want, when they want it. Today we don’t “go online” anymore because we live online. We check our emails while standing in line. We get directions while driving. We quickly consult Google to settle arguments.
  • VIDYARD  |  MONDAY, APRIL 10, 2017
    [Customer] 12 Perfect Video Types for the B2B Customer Lifecycle [Infographic]
    If you’re reading this, you probably already know that video is an important part to accelerating the journey from prospect to customer. Check out the infographic below for the 12 different types of videos you should be using, all organized by: where they perform best in your customers’ lifecycle. The 12 Types of Videos that Work Best for Each Stage of the Customer Lifecycle. Customer – MongoDB.
  • TYPE A COMMUNICATIONS  |  TUESDAY, NOVEMBER 15, 2016
    [Customer] Know Your Customers “Job to be Done”
    Customer Experience Carla Johnson Clayton Christensen Digital Customer Experience Harvard Business Review Marketing Myopia Theodore Levitt Type A CommunicationsNovember 15, 2016 by Carla Johnson I was talking to the CMO of a $7 billion technology company this week about his secret to success. In just two short years, read more.
  • GROW - PRACTICAL MARKETING SOLUTIONS  |  TUESDAY, JULY 16, 2013
    [Customer] 5 ways to use social media in sales even if your customer isn’t on Facebook
    When I talk to B2B sales teams, one of the biggest concerns I hear is: “but my customer isn’t on Twitter.” ” Of course you need to use common sense and spend time on the selling activities that will bring you the most return, but here are five ways to build a personal selling advantage for your team, even if your customers are not social savvy! If you believe your customers aren’t on social media today, they’re coming.
  • VIDYARD  |  FRIDAY, JANUARY 13, 2017
    [Customer] How to Create Powerful Customer Testimonials Using Video
    Smart companies create customer testimonials. So their potential customers can hear from (and relate to) people just like them. Customer testimonials can do a fair bit of the legwork of a marketing and a sales team, helping to convince leads and move them further through the funnel and closer to a closed deal. But these days, customer testimonials need to be better, more engaging, more interesting than they ever have been before. Your customers are busy.
  • B2B MARKETING INSIDER  |  WEDNESDAY, JULY 29, 2015
    [Customer] 5 Signs You Don’t Know Your B2B Customer
    Here are 5 warning signs you maybe don’t know your B2B customer as well as you should. Is your team relying on information about customers that was created before you had an iPhone (7 years ago)? In a great post about empathy in marketing, he writes: “In the modern marketing world where content has become the dominant way we communicate, empathy serves as a foundation to stand above the overdosing flood of information experienced by customers and buyers.
  • TONY ZAMBITO  |  SUNDAY, FEBRUARY 28, 2016
    [Customer] Is B2B Content Engagement Heading In The Wrong Direction?
    For example, in one organization I helped recently, they perceived there were 7 stages for a generalized buyer’s journey of their target customers. Increasing Content Engagement Through Customer Understanding. There are 3 measures an organization can take to transform their content and customer engagement. To truly transform and get content engagement heading in the right direction requires us to achieve a deeper understanding of the customer. by Juan Pablo Bravo.
  • HUBSPOT  |  MONDAY, JUNE 30, 2014
    [Customer] 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. Segment Your Customers. Delight Your Customers. As the infographic explains, research has found that a mere 5% increase in customer retention can increase profits by 25% to 95%.
  • MODERN MARKETING  |  TUESDAY, OCTOBER 25, 2016
    [Customer] What Plato Can Teach CMOs About Customer Experience
    Customer Experience (CX) continues to be a top priority for major brands. In a report published by Accenture (“Digital Transformation in the Age of the Customer”), “improving customer experience” was listed as a top priority for the companies surveyed. Download Should the Chief Marketing Officer Oversee the Whole Customer Experience?
  • MODERN MARKETING  |  TUESDAY, DECEMBER 6, 2016
    [Customer] 3 Ways to Connect Video Advertising to the Customer Journey
    There’s more opportunity than ever to create engaging journeys that provide value to your customers. Based on our experience working with data-driven marketers, we’ve observed strong trends towards video personalization and increasing demand to integrate video marketing into the customer journey. Connecting video advertising to a marketing stack will ensure that all channels are driving maximum impact and creating a synchronized, personalized journey for each customer.
  • SALESFUSION  |  MONDAY, MARCH 21, 2016
    [Customer] 5 Ways to Improve Customer Retention with Marketing Automation Tools
    Did you know that it’s seven times more expensive to acquire a new customer than it is to retain an existing one? How about that a 10% increase in customer retention yields a 30% rise in the value of your company? Grow Your Business From Within By Improving Customer Retention. As the statistics above demonstrate, improving customer retention is one of the most powerful ways to grow your business. Retaining Customers Requires Strengthening Relationships.
  • VIDYARD  |  FRIDAY, JANUARY 29, 2016
    [Customer] 8 Ways to Use Video for Customer Success, Education, and Advocacy
    And more importantly (no offence), your customers. If you want to build a customer base that’s learning, growing, getting the most out of your product or service, and loving you while they do it, video is the way to go! Let’s take a look at eight ways to use video to support your customer relationships: 1. In other words, the lifetime value of a well onboarded customer skyrockets far beyond the opposite. It’s sole purpose is to help customers self-serve.
  • MODERN MARKETING  |  MONDAY, JANUARY 16, 2017
    [Customer] Does Your Martech Stack Add Up to a Good Customer Experience?
    The customer journey is an increasingly complex beast. Your prospects and customers are interacting and engaging with you over a whole series of different channels and touchpoints. In the face of all this choice, marketers can sometimes lose sight of the crucial principle - the customer experience. Why does your martech stack need to deliver a good customer experience? Customers today demand an integrated and seamless experience across all the channels they use.
  • VERTICAL RESPONSE  |  FRIDAY, JULY 10, 2015
    [Customer] Reignite the Fire with Inactive Customers
    Whether you’re completing a brand overhaul or launching a new product , you should always have a reactivation email campaign working to win back old customers and keep them engaged. As John Russell, President of Harley-Davidson, once said: ‘The more you engage with customers, the clearer things become and the easier it is to determine what you should be doing.’ Customers with an ‘inactive’ status could be nonresponders , non-clickers, or non-purchasers.
  • MODERN B2B MARKETING  |  WEDNESDAY, AUGUST 5, 2015
    [Customer] The Customer Is King: 5 Inspirational Quotes from Customer-Centric Leaders
    And just around the corner is social media, which provides an uncensored soapbox where customers can voice their dissatisfaction to legions of friends and followers. Companies that get online customers on their side see soaring profits, while the others get crushed under a seething mass of keyboard-smashing, multi-exclamation-point-wielding rage. There are so many new ways to serve customers. Customer needs are the guide to your decision-making.
  • CRIMSON MARKETING  |  MONDAY, JUNE 17, 2013
    [Customer] 3 Lessons to Improve Customer Loyalty
    What you must understand is: “ Cleaning up and communicating the brand promise is an important job, but taking true ownership of the brand promise is about bridging the gap between customer expectations and the actual customer experience.” The lesson here is: “ Given how long it takes to realign the supply side, the goal should be to exceed, not meet customer expectations. True customer advocacy requires an outside-in view.
  • LEADERSHIP  |  TUESDAY, JULY 9, 2013
    [Customer] Increasing Customer Engagement …Do You Matter to Your Prospects and Customers?
    He explains competitive advantage as a situation where you win as a marketer because your customers choose you. Your ideal customer, he says, wants you as a marketer to remember these 4 key points: Matter to me: Not matter to you or to the next guy, but matter to me. So we have studies that tell us “ Customer engagement is the top concern keeping CMOs up at night” (new study by executive recruiting company Korn/Ferry International mentioned in B2B Magazine ).
  • REACHFORCE  |  FRIDAY, AUGUST 21, 2015
    [Customer] What Can Customer Segmentation Do for Your Big Data Marketing?
    Customer segmentation is the act of dividing your customer base into segments based on the shared qualities of groups of your customers. For the B2B marketer, this looks different than a customer profile, because you are grouping customers based on what the companies look like (firmographics) instead of what a consumer looks like (demographics, psychographics, […].
  • VERTICAL RESPONSE  |  MONDAY, JUNE 25, 2012
    [Customer] Are Your Employees Waving Away Customers?
    Turns out I had arrived three minutes after closing time and the person who was manning the store was still behind the register with a customer. How do you make sure your employees aren’t waving off customers and potential sales? Here’s a story I love to share: Since VerticalResponse is an online email marketing software company, there’s not really a reason for customers to physically visit us. The post Are Your Employees Waving Away Customers?
  • VERTICAL RESPONSE  |  FRIDAY, MAY 1, 2015
    [Customer] 5 Customer Appreciation Emails Retailers Should Send
    In business, it’s all about customer retention. According to Gartner Group , 80 percent of your future revenue will likely come from just 20 percent of your existing customers. So, how do you keep your existing customers coming back for more? Try sending customer appreciation emails. A variety of genuine customer appreciation emails can help you thank customers for being part of your success. Email Marketing customer appreciation email marketing
  • BEYOND  |  FRIDAY, OCTOBER 18, 2013
    [Customer] A brave new world of customer engagement
    Why it is wise to learn about new and innovative marketing techniques being applied in industries outside of your own
  • MODERN MARKETING  |  MONDAY, AUGUST 22, 2016
    [Customer] Data-Driven Marketing Tactics: 3 Technologies Optimizing Customer Experience
    At its core strategic function, Data Management unites marketing and advertising technologies to ensure an excellent customer experience that drives better results. It allows for shared insights between typically disparate systems to inform better modeling practices and identify actionable insights about customers. Customer journey analytics. This makes individual customer journey events more actionable by targeting in real time based on individual experiences.
  • AVITAGE  |  WEDNESDAY, MARCH 26, 2014
    [Customer] Customer Facing Content as a Conversation
    Start with the Conversation Thinking about customer facing content as a conversation is a helpful starting point. It will help you determine what content to build (topics and […] The post Customer Facing Content as a Conversation appeared first on Avitage. The Four Cs of Content Marketing I’ve written about content as more, and different than, format.
  • B2B MARKETING INSIDER  |  THURSDAY, JANUARY 9, 2014
    [Customer] Is Context The Future Of Customer Experience?
    We recently launched an e-book on slideshare covering The Future of Customer Experience. Here, I often talk about the need for customer-centricity in marketing and the cultural challenges inside businesses to put customers first. In this interview, we asked: What is the most extreme future you can envision for the future of customer experience? How do you balance the need for a better customer experience with the return on that investment?
  • BIZNOLOGY  |  FRIDAY, MARCH 22, 2013
    [Customer] Online and Offline Marketing Combine for Customer Engagement
    Your customers hang out online but they didn’t turn into robots, so the offline part of your interactions is a must. You gather ideas and pictures from offline events, and you can come up with any article that is valuable for your target audience and attracts more customers to your business. Many comments from your potential customers are guaranteed. Reached 100,000 customers this month? Not all of your customers are experienced with e-mails or contact forms.
  • THE B2B RESEARCH BLOG  |  FRIDAY, SEPTEMBER 27, 2013
    [Customer] A blueprint for customer service excellence
    But for many B2B businesses it’s simply not commercially viable to individually account manage each customer. This means that when issues arise, customers need to be directed to ‘mass service’ channels – usually a contact centre. I’ve recently spent a lot of time with Vodafone exploring what great customer service looks like. It minimises the effort the customer needs to put in. It provides a one-touch resolution – customers aren’t passed from pillar to post.
  • MODERN MARKETING  |  TUESDAY, JULY 5, 2016
    [Customer] Are Three Quarters of CMOs Wrong About Customer Experience?
    Customer experience (CX), to absolutely no one's surprise, is at or near the top of the list of priorities among CMOs across the globe. There is no denying the importance of delivering the optimal CX to every customer, every time. Well, according to a recent article on Marketing Charts , when asked to name their top 5 attributes and elements of the customer experience over 170 senior marketing leaders chose these: The top five identified in order were: (in descending order).
  • MODERN MARKETING  |  WEDNESDAY, NOVEMBER 16, 2016
    [Customer] Understand Customers and Their Lifecycle with Marketing Automation
    Marketing automation can power your email campaigns, but the more you understand you customers and their customer lifecycle, the harder marketing automation can work for you. Your customer is not a form field. The most fundamental change in the marketing landscape over the last few years is that the customer isn’t a profile or a demographic or a target audience anymore. Perhaps your customer uses Twitter daily, but rarely uses Facebook.
  • REACHFORCE  |  MONDAY, MARCH 9, 2015
    [Customer] Always Connected B2B Customers: Meeting Their Expectations
    What are today’s customers like? The “always connected” customer typically has three connected devices. The always connected customer […]. For one thing, they take far more control of their buying experience, and they do it largely through mobile devices. He or she reads reviews, checks on product specifications, and may watch videos of products in action. B2B Marketing Ideas B2B personas marketing insight
  • MODERN MARKETING  |  TUESDAY, DECEMBER 13, 2016
    [Customer] Why CMOs Need To Put Their Customers First
    The headline in question is followed by the subhead via this link : Study Reveals Customer Satisfaction Expands Dramatically When Companies Place Consumer Needs Ahead of Immediate Business and Marketing Goals. Customers are 269% more likely to be satisfied when they view a company's marketing as putting their needs ahead of its business goals, according to MarketingSherpa survey of U.S. Of course satisfaction goes up when you put the needs of your customers ahead of your own.
  • TYPE A COMMUNICATIONS  |  TUESDAY, JULY 14, 2015
    [Customer] The Battle for Customer Attention Starts With Company Culture
    July 14, 2015 by Michael Brenner Many people believe that marketing is just advertising or selling. But, in reality, marketing is actually a conversation that you the entrepreneur start by. read more
  • VIEWPOINT  |  WEDNESDAY, APRIL 24, 2013
    [Customer] PowerViews with Jim Dickie: Customer-centric is Key
    Jim is Managing Partner at CSO Insights, a research firm that specializes in benchmarking how companies are leveraging people, process, and technology to optimize the way they market to, sell to, and service customers. Companies must analyze customers'' behavior as well as background to determine what types of customers are more likely to buy their products or purchase their service. Companies need to be more customer- and solution-centric.
  • VERTICAL RESPONSE  |  THURSDAY, JUNE 25, 2015
    [Customer] 4 Twitter Tools that Help You With Customer Service
    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. Here are four interactive tools you can use for customer service purposes on Twitter : Twazzup. Let’s say a customer left you a review via Twitter.
  • MARKETRI  |  THURSDAY, FEBRUARY 16, 2012
    [Customer] Are You Listening to the Voice of the Customer?
    Why Customer Insight is King in B2B Marketing. The starting point for almost all B2B marketing initiatives involves gaining insight about the customer through surveys. Regardless of whether I am doing a marketing plan, positioning study, advertisement, video, Web site or brochure, I begin the process by gaining a clear understanding of the needs, views and preferences of my clients’ target customers. How long have you been a customer?
  • LEANDATA  |  FRIDAY, APRIL 7, 2017
    [Customer] TOPO Summit Customer Highlight
    Events
  • KAON  |  THURSDAY, MARCH 24, 2016
    [Customer] How To: Build loyalty through customer engagement
    Gavin Finn, President and CEO, Kaon Interactive , presents three ways to better engage your customers. As B2B customers’ purchasing choices have expanded, their expectations have increased, and brand loyalty has sharply declined. Connecting with customers is no longer about the product, nor is it sufficient to rely on a sales relationship or the company’s marketing communications and messaging. Here are three ways to engage your customers better: 1.
  • VERTICAL RESPONSE  |  THURSDAY, DECEMBER 19, 2013
    [Customer] How to Feature Your Customers on Social Media
    If you’re simply using social media to send out an occasional post or tweet, you could be missing out: social channels are a great way to interact with customers because they’re already using Twitter, Facebook and other platforms to interact with friends and family. One way to boost that engagement is to feature your customers via social media, but doing so the right way requires a little discretion and a dose of creativity. Share customer pics and quotes.
  • SALESFUSION  |  THURSDAY, MARCH 12, 2015
    [Customer] Customer Spotlight: TRC Consultants
    The post Customer Spotlight: TRC Consultants appeared first on Salesfusion. Marketing Automation B2B Marketing
  • TONY ZAMBITO  |  SUNDAY, NOVEMBER 8, 2015
    [Customer] Mapping Buying Experiences: Creating Growth Through Aligning With Buyer Goals
    Engaging new buyers and repeat customers are the lifeline to achieving growth. Causing many to rethink long-standing practices on customer acquisition and customer retention. Including experience mapping, journey mapping, ethnographic research, design thinking, and customer co-design. In consumer-driven marketplaces, some of these approaches have been used successfully to reshape overall customer experiences.
  • CONTENT STANDARD  |  FRIDAY, JANUARY 13, 2017
    [Customer] Do You Respect Your Customers? Cultivating Customer Loyalty in 2017
    It’s one of only few brands that have earned customer loyalty from me, thanks to dozens of positive interactions with the company online and in person. As it happens, REI is the number-one brand for making customers feel respected, according to research reported in the Harvard Business Review. According to the research, respect—the idea that customer’s feel respected by a brand— is an underappreciated driver of loyalty. Content Strategy and Customer Experience.
  • TYPE A COMMUNICATIONS  |  TUESDAY, MAY 10, 2016
    [Customer] 4 Myths Preventing True B2B Customer Understanding
    May 10, 2016 by Tony Zambito There is a big problem when it comes to B2B customer research. And, most B2B executives may be unable to see or recognize the. read more. B2B Marketing Personas buyer's journey sales enablement Tony Zambito
  • INFLUITIVE B2B  |  WEDNESDAY, DECEMBER 21, 2016
    [Customer] The Secret To Delighting B2B Customers In 30 Seconds This Holiday Season
    Making your customers feel special is necessary for building stronger relationships and increasing advocacy. And that doesn’t come just from building moments of delight into your product (although that’s important). We’re talking about taking time out of your day to make the real people behind your “logos” feel known and appreciated—which we did this holiday.
  • VERTICAL RESPONSE  |  WEDNESDAY, MAY 27, 2015
    [Customer] 4 Uncommon Ways to Help New Customers Discover Your Business
    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. In a challenging and oversaturated marketplace, this presents businesses of any size willing to take a risk and think unconventionally with a prime opportunity to draw in new customers. Here are four uncommon ways to help new customers discover your business: 1.
  • VERTICAL RESPONSE  |  THURSDAY, DECEMBER 18, 2014
    [Customer] Email Marketing Helps S&S Brand Whet Its Customers’ Appetites
    A VerticalResponse customer since 2011, S&S Brand has organically grown their email list from zero to hundreds of subscribers who’ve sign up for their emails on the S&S Brand website and at events. Check out even more customers who use email to grow their business, like The Epicurean Connection. © The post Email Marketing Helps S&S Brand Whet Its Customers’ Appetites appeared first on VerticalResponse Blog.
  • SNAPAPP  |  MONDAY, AUGUST 29, 2016
    [Customer] 3 Ways to Create Customer-Driven Content
    Customers are now conditioned to avoid advertisements. Content tailored to the customer’s needs offers brands a new opportunity. Content marketing specialist Ben Stroup discovered that 90% of consumers find custom content useful. Therefore, marketers are asked to build customer-driven content marketing strategies. . Let’s explore how your company can create more customer-driven content. Customers can quickly view your website and leave.
  • MODERN MARKETING  |  THURSDAY, APRIL 28, 2016
    [Customer] 4 Ways to Turn Marketing Ideas Into Engaged Customers
    Having engaged customers is, of course, the holy grail for marketers. Some may argue that increasing sales would be ultimate goal but I would argue back that the more engaged customers are the more happy they are and in turn the more revenue will be generated. Capitalize on the latest technologies for understanding customers and managing marketing programs.
  • MODERN MARKETING  |  TUESDAY, MARCH 24, 2015
    [Customer] 4 Lessons in Serving Up Customer Success
    And in the spirit of true customer obsession, we thought we’d share some of the objectives of this program that you can apply to your customer enablement efforts and programs, regardless of your business model. Provide a platform for assessment – A sound Customer Success Program is built on a foundation that enables customers to assess themselves in ways that are meaningful to their businesses. Customers can choose from close to 40 topics.
  • REACHFORCE  |  MONDAY, MARCH 14, 2016
    [Customer] Managing Customers with a Database Management System
    Managing customers can be a complicated and tiresome business practice, but it’s essential to a business model, as it allows you to create a marketing strategy that conforms with the trends of buyers. Big data has proven to be an indispensable tool for staying on top of customer trends and allowing businesses to provide a […].
  • MODERN MARKETING  |  THURSDAY, SEPTEMBER 8, 2016
    [Customer] Data Driven Marketing: 7 Trends To Change Your Customer Relationship
    Your company can either put the customer at the center of the strategy or become ancient history. Data driven marketing is about the customer journey and how to deliver them the most relevant experience. People-based targeting : offering relevance depends on more than just customer online purchase behavior. Marketing, IT, BI and commercial departments united to understand the data in the name of a better customer experience.
  • HUBSPOT  |  TUESDAY, JUNE 11, 2013
    [Customer] The Dark Side of Customer Service: When the Customer Is "Right" but Insane
    Especially if you never worked in customer service. This video points to a lot of problems in our culture, but most importantly the one in our customer service culture. If you work or have worked in customer service, you know the mantra "The customer is always right" quite intimately. Most customers don''t take advantage of you because they are rational, empathetic people who have probably worked in customer service before. The Customer Is Always Right?
  • ACT-ON  |  FRIDAY, JANUARY 20, 2017
    [Customer] Rethinking the Role of Marketing in B2B Customer Engagement
    Customer engagement is a cycle that starts the instant a prospect first finds out about your brand and continues on through the acquisition, conversion, retention, and expansion stages of the customer lifecycle. Optimizing this cycle helps you to maximize the revenue you’ll receive from each individual customer. Expand : Retaining profitable customers, repeat purchases, loyalty – Owned by customer success, up-selling, cross-selling, loyalty – Owned by sales.
  • B2B MARKETING INSIDER  |  MONDAY, APRIL 25, 2016
    [Customer] The B2B Customer Content Operations Manifesto
    The custom content business is a difficult business. The post The B2B Customer Content Operations Manifesto appeared first on Marketing Insider Group. It’s a difficult business due to the economics of the underlying content operations model, as well as poor inputs from inefficient clients. If you’re a B2B CMO pursuing content dependent strategies such as content marketing, automated lead generation and nurturing, sales and channel enablement (among others), you are now […].
  • KOMARKETING ASSOCIATES  |  THURSDAY, MAY 1, 2014
    [Customer] DMFB Preview: Building Your Online Brand Through Customers
    While I’ve presented on a number of topics ranging from link building to WordPress to content marketing, I’m really excited about the topic for this show, “ Building Your Online Brand Through Customers.” I’m a big believer that existing customers are one of the best (and most overlooked) assets of marketing and can play a major role in a company’s brand, especially online. So how can companies get their customers to recommend them?
  • MODERN MARKETING  |  THURSDAY, MAY 14, 2015
    [Customer] New Mobile Innovations Enhance the Marketing, Sales, and Customer Experience
    In fact, 85% of digital marketers say the biggest challenge to cross-channel marketing is customer data that’s spread across multiple channels. New mobile marketing innovations can help marketers and advertisers target their ideal customer and orchestrate a mobile experience that’s coordinated with other marketing channels. Mobile touches different areas of the customer lifecycle—from acquisition to retention to advocacy.
  • TONY ZAMBITO  |  SUNDAY, JUNE 26, 2016
    [Customer] 5 Ways B2B CMOs Can improve Audience Development With Buyer Persona Research
    Focus on Customer Scenarios. Informing them on which scenarios were most important to customers. This ability allowed them to connect on a new level with customers, as well as, speak to the communities (audience) as a whole on how they were all affected by these scenarios. As B2B CMOs may be finding out, clearly choosing and investing in the right approaches for understanding customers today can make or break their audience development efforts. by Gregor Črešnar.
  • B2B MARKETING INSIDER  |  TUESDAY, NOVEMBER 29, 2016
    [Customer] 4 Steps To Building A Data-Driven Customer Experience
    The post 4 Steps To Building A Data-Driven Customer Experience appeared first on Marketing Insider Group. We need to talk about data. What was once a seemingly abstract concept used only in science fiction movies and software development textbooks has now become a sort of secondary currency in the world of business. Data is a valuable resource that all organizations must tap into. In effect, a company is a little data […].
  • MARKETING ACTION  |  MONDAY, APRIL 6, 2015
    [Customer] Customer Lifecycle Metrics, Part 4: Convert, and Create a Customer
    This is part four 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. . By this stage in the customer lifecycle, you’ve gathered up your prospects and nurtured them along the journey. In part four of this series on customer lifecycle metrics, we’ll focus on the metrics that measure how well you’re converting leads into customers and creating new revenue.
  • THE B2B RESEARCH BLOG  |  SATURDAY, OCTOBER 15, 2016
    [Customer] Driving action from a customer satisfaction programme
    Most companies have a customer satisfaction research programme in place, but not all are made equal. Some are active agents of change – they spur the organisation to act, building stronger customer relationships, boosting customer loyalty and ultimately improving commercial performance. So, how do you ensure that your customer satisfaction programme makes a positive difference? A small set of customer satisfaction KPIs should also be set and reported at Board level.
  • LATTICE  |  FRIDAY, NOVEMBER 13, 2015
    [Customer] All CMOs are Planning to Increase New Customer Acquisition: How Predictive Can Help
    How Predictive Marketing Can Help You Acquire New Customers. Join our webinar with Heather Foeh, head of culture and customer advocacy, and Carol Krol, editor-in-chief of Demand Gen Report, on November 18. The post All CMOs are Planning to Increase New Customer Acquisition: How Predictive Can Help appeared first on Lattice Engines. new customer acquisition predictive marketing
  • INDUSTRIAL MARKETING TODAY  |  THURSDAY, NOVEMBER 14, 2013
    [Customer] Industrial Marketing in the Age of the Customer
    Let me give credit where credit is due, I first heard the phrase “The Age of the Customer” from Forrester Research. Inbound Marketing Industrial Marketing Sales Strategies Age of the customer Conversions Digital marketing It has a nice ring to it and IMO, [.]. This is only a content summary. Please click on the headline to read the full article. Visit my website for more content on industrial marketing.].
  • MODERN MARKETING  |  MONDAY, JANUARY 18, 2016
    [Customer] Tear Down the Silos: 5 Steps to Improving Customer Acquisition
    Reaching and creating new customers can be difficult in today’s hyper-connected world. Marketers are deploying a myriad of programs, processes and technologies to deliver on their customer acquisition goals. Despite advanced tools and data-rich customer engagement and automated marketing platforms, this effort is often not effective because of long-standing organizational and data silos that create incomplete customer and program information.
  • TYPE A COMMUNICATIONS  |  THURSDAY, JUNE 16, 2016
    [Customer] 7 Elements of Customer Understanding the C-Suite Must Master
    June 16, 2016 by Tony Zambito Changes in customer and buying behaviors continue to rock the very foundations of many industries. B2B Marketing Customer Experience Personas content marketing strategy Customer Journey Tony ZambitoAccording to recent surveys by PWC, Forrester, IBM, and. read more.
  • VERTICAL RESPONSE  |  WEDNESDAY, MAY 7, 2014
    [Customer] 4 Sure Fire Ways to Win Back Customers with Email
    Encourage customers to come back sooner rather than later by creating deal deadlines. Remind customers what they get To bring back an inactive customer, it’s a good idea to remind them how useful your product or service is. It might be just the kind of nudge a customer needs to sign up for the service again. “That’s why reminding customers like this is a good idea.” It’s a great way to re-engage with customers.
  • VERTICAL RESPONSE  |  THURSDAY, MAY 7, 2015
    [Customer] 6 Must-Have Types of Customer Help Content
    Customer help content may be something you’ve thought about, and maybe even created some. But don’t put off creating help content for too long as it can be a time saver for you and your customers. By providing useful and relevant help content, you provide your customers the ability to help themselves and create a better customer experience. And, help content can lighten the load on your customer support team. Your customers expect a timely response.
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