B2B Client Success Management
Client success management is about customer development, retention and expansion. It’s about actively managing customer relationships to increase engagement while making sure the customer is taking...
View ArticleMarketing and Customer Engagement
When I first started working in marketing technology, I engaged with clients via telephone, email, online and face-to-face meetings. That’s how they preferred to communicate with us, so that’s how we...
View ArticleTransforming Voice of Customer Through Social Listening
Have you ever stopped and listened, but didn’t hear anything? Probably unlikely. At the minimum, even if no one is physically speaking, we can hear the little things… our own...
View ArticleHow to Customize and Personalize Marketing Efforts
CMO Council recently reported, 54% of all consumers in the United States and Canada would consider ending their loyalty relationships if the company does not pamper them with tailor-made, relevant...
View ArticleBilbo Baggins and the Customer Journey. Wait, what!?
Like it or not, your customers are on a journey with your brand with or without you. If you have seen The Hobbit: An Unexpected Journey, you can picture your...
View ArticleHow to Focus on the Customer Service Journey
We all take a journey as we embark on any new relationship. From personal to professional, journeys usually start with some sort of introduction and then involve the ups and...
View ArticleCreate Your Own Customer Journey Map
Years ago I ventured to the closest IKEA® to Indianapolis, just outside of Cincinnati, and purchased loads of new furniture for our family room, basement, and office. From console tables...
View ArticleCustomer Personas and Sliced Bread
We can all learn a thing or two from sliced bread. The common household food is well-known as the highest standard that all other products are compared to. In fact, who hasn’t...
View ArticleWho Needs Sales and Marketing Alignment?
Every marketing cloud and marketing automation vendor out there is touting the importance of sales and marketing alignment… but what does that even mean? I’ve worked in marketing departments for...
View Article5 Keys to Grow Customer Relationships
Is your business evolving with your buyers’ expectations? Does it measure up to the competition? In this article, discover how to attract and grow customer relationships with these five keys...
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