Jim Williams - Opening Remarks for the B2B Customer Engagement Leadership Series NYC

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Opening Remarks for the B2B Customer Engagement Leadership Series- NYC.

B2B Customer Engagement Leadership Series
July 28, 2015

ChurnFunnel conversion Velocity
Customer
profitability
Time to focus on engaging customers
Lead volume
Revenue growth
CAC
Sales & Marketing
cost
No. of deals
closed
LTV
Rev per unit
Customer Lifetime
Cost of service

On a scale of 1 to 10,
how likely are you to go
out with me if I ask?

“Enlistment is the ability to get
participants in your ecosystem to
voluntarily and at their own expense
recruit new members ... consumers
whose engagement experience has
been so delightful, they simply want
to spread the joy ”

Social Currency

The Age of Customer Engagement

B2B Customer Engagement Leadership Series
1:30pm 1:50pm: Opening
1:50pm 2:20pm: Meg Heuer, Sirius Decisions
2:20pm 2:40pm: Chris Fralic, First Round Capital
2:40pm 3:00pm: Mitch Rose, Billtrust
3:00pm 3:20pm: BREAK (coffee & food)
3:20pm 3:45pm: Michael Boehm, Blackbaud
3:45pm 4:20pm: Joseph Jaffe, Evol8tion
4:20pm 5:30pm: Networking & Drinks
Today’s Agenda

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1. B2B Customer Engagement Leadership Series July 28, 2015

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5. ChurnFunnel conversion Velocity Customer profitability Time to focus on engaging customers Lead volume Revenue growth CAC Sales & Marketing cost No. of deals closed LTV Rev per unit Customer Lifetime Cost of service

6.

7. On a scale of 1 to 10, how likely are you to go out with me if I ask?

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9. “Enlistment is the ability to get participants in your ecosystem to voluntarily and at their own expense recruit new members ... consumers whose engagement experience has been so delightful, they simply want to spread the joy ”

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11.

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14. Social Currency

15. The Age of Customer Engagement

16. B2B Customer Engagement Leadership Series 1:30pm 1:50pm: Opening 1:50pm 2:20pm: Meg Heuer, Sirius Decisions 2:20pm 2:40pm: Chris Fralic, First Round Capital 2:40pm 3:00pm: Mitch Rose, Billtrust 3:00pm 3:20pm: BREAK (coffee & food) 3:20pm 3:45pm: Michael Boehm, Blackbaud 3:45pm 4:20pm: Joseph Jaffe, Evol8tion 4:20pm 5:30pm: Networking & Drinks Today’s Agenda

Editor's Notes

First off, what does NPS enable and hinder? It gages satisfaction, but it’s backwards looking. No one really knows what to do with it. Analogy: Asking someone if they would recommend you is like asking someone how likley they are to go out with you. Don’t ask them if they would say yes, you should actually just ask them out. That’s the difference between promoters and advocates. Promoters say they will do it. Advocates will actually do it.
Third is social currency. Advocates may claim that they are altruistic, but I don’t believe it. We humans are powerfully motivated to improve our situation, to make sure that we can put food on the table. Advocacy helps us do that, by building a reputation for being knowledgable, for having connections, for driving successful transactions. We want to be mavens and are rewarded for doing so. That’s why industry awards, like those Eloqua Markies back there, for ranked awards like top X under Y are so popular. Status, recognition, social currency, helps advocates differentiate and get ahead. So use your advocate program as a way to drive that. Want to see some results? I’ll talk through some of our customer results and then get into some of our metrics at Infuitive.