Mia Jacobs — November 27, 2019 There’s a saying in business: if you can’t measure it, it never happened. But how do you measure satisfaction? Luckily, there’s a measure for that, too: customer satisfaction metrics. Customer satisfaction quantifies the degree to which a customer is pleased by a product, brand, or overall experience. If you … Continue reading Using Customer Satisfaction Metrics: NPS Best Practices
Teresa Becker — October 29, 2019 As a CSM or customer success team manager, you’ve probably heard the term ‘customer advocacy’ tossed around a time or two. There’s no denying that this customer engagement trend is here to stay. Although they are true champions of your brand and your product, advocates are definitely shaking things … Continue reading What Does the Growth of Advocacy Mean For Customer Success Teams?
Teresa Becker — August 21, 2019 — August 21, 2019 Discussing and understanding CSM compensation is a critical responsibility of any customer success leader. After all, your CSMs are working with customers daily to grow your business and they should be compensated in relation to their goals and output. When it comes to CSM compensation … Continue reading 3 CSM Compensation Best Practices
Karl Sakas — June 14, 2019 Follow @KarlSakas — June 14, 2019 Fixing “profit leaks” in client delivery? Good data requires good time-tracking categories. Time tracking—even temporarily—can help you plug Client Delivery “profit leaks” at your agency. But good troubleshooting requires good data. Solution? Use my four baseline time-tracking categories—Billable, Business-Building, Professional Development, and Admin. … Continue reading Increase Your Client Profitability: Why Good Decisions Require the Right Time-Tracking Categories
Burke Alder — May 20, 2019 — May 20, 2019 In the world of SaaS products, there are plenty of ups and downs. Every product goes through the process of checks and balances, and sometimes there are more downs than ups. Just because you have a ‘failing’ product doesn’t mean it’s time to pack up … Continue reading Customer Success Leading Indicators and 3 Ways to Turn Around a Failing Product
Conor Bond — January 31, 2019 — January 31, 2019 Getting people to your website isn’t easy. And isn’t cheap, either. Clicks cost money. Impressions cost money. Blogg—ahem—content marketing extraordinaires cost money. This pensive gentleman needs money for small plants and non-branded laptops. And although there are ways to get more out of your online … Continue reading Pop-ups vs. Chatbots: Which Works Better for CRO?
Marketing Land’s first Digital Agency Survey finds the sector is weathering digital transformation well, but the growth of data-driven marketing has made it clear where they need to hire. Ginny Marvin on January 30, 2019 SAN JOSE — Digital agencies have been on the leading edge of digital transformation for several years. They are not, … Continue reading Client in-housing, competition for talent top digital agency concerns
Through the keen application of data and the robust messaging opportunities of email, marketers can turn behavioral signals into conversions and keep customers engaged. Len Shneyder on September 6, 2018 Customer-centric marketing must absolutely deliver one thing: value. Here’s why. A recent report from The Radicati Group reports 124 business emails are sent … Continue reading Making potential customers happy: How to nurture the best possible leads
What makes a company compelling enough to win advocates? Contributor Matt Zilli lists the things a brand needs to inspire loyalty and passion. Matt Zilli on August 7, 2018 Most articles about driving customer advocacy focus on how to run successful advocacy initiatives or influencer marketing programs. This is not one of those articles. … Continue reading 5 key characteristics that enable companies to cultivate customer advocates
Mike Kappel — August 16, 2017 Follow @PatriotSoftware — August 16, 2017 herblady28 / Pixabay As a small business owner, you know the importance of building a loyal customer base. The way consumers feel about your company correlates with how much they frequent it. By knowing how to make customers feel special, you can gain … Continue reading 7 Ways to Show Customer Appreciation
