In part one of our three-part series on customer success (CS) we covered the definition and importance of customer success. Now let’s move to the next phase of launching a CS program: preparation.
We cover important steps, like building the right team to drive your efforts, defining customers’ needs, and mapping your process and touchpoints to align with those needs. We then discuss the technology that drives customer success today.
We wrap up by walking you through creating predefined, repeatable practices to streamline each stage of your mapped process and the metrics used to measure your performance.
Preparation is the…
Customer success (CS) is a commonly-used phrase in business today, often confused with customer experience and customer service.
To put it simply, customer success is the accumulated success achieved by a customer, made possible through a mutually-beneficial relationship and collaboration between a software provider and its customers. But this definition doesn’t do the concept justice.
Below, we clear up the confusion around what CS is. We also explain how CS is dependent on, and interconnected with, an entire organization, both from a revenue and a collaboration perspective.
Getting a CRM or switching CRMs can seem like a highly complex and risky endeavor.
That’s why midsize companies frequently hire CRM consultants to help with implementation, training, and ongoing support. CRM consultants possess intricate knowledge about particular systems, features, and integrations-knowledge that may not exist within your organization’s four walls.
Of course, hiring a CRM consultant comes with its share of tradeoffs. Cost is certainly at the top of the list, as CRM experts are in high demand and, as a result, highly compensated.
This article discusses the topic of CRM consultants and how to form a game plan…
Disruptive marketing involves using experimental tactics that challenge the status quo. Rather than following conventional marketing wisdom, disruptive marketers test daring, new tactics that haven’t been tried before. Some work while others fall flat. And that’s ok, that’s how innovation works.
Without disruption, we’d remain in a static state of stagnation and never evolve.
So why is “disruptive marketing” such a catchphrase today and what led it to this point? Marketing disruption is more important than ever due to rapid technological advancements, rising consumer expectations, and fierce competition in most industries.
In this post we cover the forces that have…
Selecting the right CRM for your midsize business can seem like an overwhelming responsibility.
After all, you’ve grown beyond startup mode, which means you can’t just pick the first system that you come across. Your company has far too many stakeholders, departments, and moving parts. On the other hand, you’re not a massive enterprise with unlimited financial resources and in-house IT expertise. You’re somewhere in between.
Before going any further in the CRM selection process, ask yourself these four important questions.
Business-to-business (B2B) sale organizations started transitioning to digital business models years ago. A digital business model generates value for customers through the use of digital technology to drive business operations. This technology provides extensive, actionable insight that leverages data to drive better decision-making. At the center of digital transformation is customer relationship management (CRM) software.
The proliferation of CRM software today illustrates this point. The value of the global CRM market grew from $15.4 billion (USD) in 2016 to $40.2 billion in 2019. That’s a dramatic 260% increase in three years. Experts predict that growth to continue at a compound…
Companies switch CRMs for a variety of reasons. Boosting user adoption, eliminating data silos, accelerating growth, and saving overhead costs are just a few examples.
Despite the compelling reasons to switch, organizations frequently settle for the status quo. The simple truth is that switching CRMs can feel risky and costly. And, without the right data, staying put usually feels like the safest choice. But is it the best choice?
Here are tips for using data to make an informed technology decision.
Conversion rate is one of the most important metrics in any business-it is the percentage of your website visitors who take a desired action, such as purchasing your products or services. Conversion rate optimization best practices can also help you to better allocate marketing resources, save money, and predict where your business is headed in the future.
And one way to optimize conversion rates is to use lead scoring best practices.
We are in the midst of a digital revolution. According to Gartner research, the pace of technological change will only continue to accelerate, “forcing organizations to invest in acquiring the skills necessary for digital transformation.”(1)
The coronavirus pandemic has seemingly served as a catalyst for digital transformation by forcing many day-to-day business operations to incorporate remote work accessibility to the workforce. With the pandemic came a recession; one the World Bank predicts to be the worst since World War II.
In today’s digital era, the web is saturated with content. From blogs and news sites to company websites, web content is produced at a staggering rate. Let’s look at WordPress to put this into perspective. WordPress users publish roughly 70 million new blog posts per month-that’s around 2.5 million new blog posts per day.(1) And WordPress accounts for less than 50% of site hosting. With that level of content volume, search engine optimization (SEO) is a necessary evil. But which content strategy should you use and why?
As writers, we have learned to write for people. It’s what we’ve done…
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