Customer bonding programs 030714
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Customer bonding programs are a great way to: 1. ensure you have satisfied customers 2. evolve satisfied customers into raving fans 3. initiate a "customers for life" 4. start a dialog with your customer that will lead to an emotional connection with the brand.
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Mba ii ewis u iv crm
The document provides an overview of customer relationship management (CRM). It discusses the history and evolution of CRM from database marketing in the 1980s to relationship marketing in the 1990s to CRM in the early 2000s. It defines CRM as everything involved with managing the customer relationship. The goals of CRM are also outlined, such as providing better customer service and cross-selling products more effectively. Different types of relationship marketing are described, from basic transactions to partnership models. The document also discusses implementing a CRM program and the importance of an integrated approach.
Top Strategies for Marketing Signal Measurement
This document summarizes the top 5 strategies for marketing signal measurement:
1. Measure against your objectives by setting clear goals and metrics for each campaign.
2. Choose signals that answer "what" happened and "why" by selecting primary metrics for tracking performance and secondary signals for analysis.
3. View performance holistically by measuring cross-channel interactions and cumulative impact.
4. Establish a standard measurement practice with consistent metrics across teams for accountability.
5. Measure marketing signals continuously through near real-time monitoring to discover opportunities and optimize strategies.
Actionable metrics in lean product development
A snapshot of important actionable metrics to be employed in full life cycle of lean product development to ensure the "right" product being developed.
SaaS Customer Success Framework: SignupLab's Growhow
This document outlines SignupLab's Growhow Customer Success Framework for B2B SaaS companies. It discusses the history of customer success and how it has evolved from focusing on new customer acquisition to reducing churn. It then details key aspects of the framework, including defining value concepts to focus product strategy and development, integrating customer success best practices across functions like product, support, sales and marketing, and using metrics and feedback to continuously improve customer objectives. The framework provides a holistic approach to improving customer success for B2B SaaS companies.
5 Health Checks for Managing Customer Retention
No one likes churn. And no one can afford a bad churn problem. So how do you prevent it? You need a way to monitor and manage the current health of every customer so you can accurately forecast each account’s likeliness to renew.
Check out this webinar featuring Brian Merritt, VP of Customer Success at Trustpilot, and Omer Gotlieb, Chief Customer Officer at Totango. The two of them will introduce 5 variables you should track to not only prevent churn, but to also grow recurring revenue.
Managing b2b buyer centric global campaigns
The webinar discusses managing integrated customer-centric global campaigns. It outlines a 7 step plan for defining such campaigns, including defining objectives and budget, selecting target audiences through buyer personas and segmentation, coordinating content and action plans, enabling stakeholders, executing the campaign, and evaluating results. Key takeaways are to consider the full customer journey, build a strong foundation, enable internal teams, and test and optimize the campaign. The presenter provides examples and takes questions.
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Customer bonding programs 030714
- 1. CUSTOMER BONDING PROGRAMS © Tom Smith, Insights From Analytics, 2014. 1
- 2. WHAT ARE CUSTOMER BONDING PROGRAMS? • • Customer relationship management Enhance clients’ relationships with prospects or customers © Tom Smith, Insights From Analytics, 2014. 2
- 3. PREMISE • Any successful business’ most valuable asset is its current customers © Tom Smith, Insights From Analytics, 2014. 3
- 4. OBJECTIVES • • • • • • Move customers up the hierarchy Increase LCV Increase “share of wallet” Go beyond “share-of-mind” to “share-of-life” Reduce churn Engender loyalty © Tom Smith, Insights From Analytics, 2014. 4
- 5. CUSTOMER HIERARCHY Advocates or “Raving Fans” Customers Users Prospects © Tom Smith, Insights From Analytics, 2014. 5
- 6. STRATEGIES • • • • • Relational database CSMI (customer satisfaction measurement & improvement) Provide value Customers for Life Demonstrate sensitivity © Tom Smith, Insights From Analytics, 2014. 6
- 7. TARGET AUDIENCES • Current customers – – • Prospects – – • Retail B2B Retail B2B Sales – – Internal External © Tom Smith, Insights From Analytics, 2014. 7
- 8. TACTICS • • • • • Events Cause related marketing Welcome kits Newsletters Customer satisfaction studies © Tom Smith, Insights From Analytics, 2014 . 8
- 9. PROTOTYPICAL PROGRAM 1. 2. 3. 4. 5. 6. 7. 8. Welcome kit CSMI Check-in Cross-sell Free gift/trial “Turn in a friend” Contract renewal Anniversary © Tom Smith, Insights From Analytics, 2014 . 9
- 10. NEXT STEPS • • How can your clients benefit from a customer bonding program? For whom can you write a recommendation or provide a referral? © Tom Smith, Insights From Analytics, 2014 . 10