We no longer live in a world of batch and blast. No two customers are alike, and it's up to you as marketers to identify who your customers are, how they are engaging with your company, how you can drive further engagement, and how to measure the impact of your communications and messaging. The ExactTarget Marketing Cloud gives you easy access to CRM data across the Salesforce Clouds to create a truly personalized journey for each and every customer—whether you have 100 or 100 million. Learn how to take your ExactTarget Salesforce Integration to the next level, with simple use cases to deliver relevant, dynamic, personalized conversations and develop real relationships with your customers though every step of their customer journey.
Take full advantage of your CRM data and build 1:1 customer relationships with the powerful combination of ExactTarget Marketing Cloud and Salesforce CRM.
This PPT is about a sales playbook. It is a systematic organization of all marketing and sales assets. Each asset is mapped to the buyer’s position in the sales cycle. It serves as a GPS for the channel partners.
Optimizing Your B2B Demand Generation MachineOptimizely
If generating demand for your product is a struggle, rest assured that you are in the majority. 63% of marketers say their top challenge is generating traffic and leads. So what's a marketer to do? We say: hypothesize and experiment.
Join us for this free seminar where SurveyMonkey will share how their marketing team experiments and optimizes different parts of their demand gen machine. You'll hear real stories, tactics, and outcomes that will inspire your own demand gen experimentation.
Driving Value through Customer Experience ManagmentVasken Knouni
The document discusses driving customer value through customer experience (CX) management. It defines CX as building an experience across an organization that delivers the brand promise to customers. The customer journey and touchpoints are highlighted across multiple stages from awareness to advocacy. Orchestrating CX across all channels including social, mobile, and digital is important to avoid silos and deliver consistent brand experiences. Metrics like willingness to pay more for better experiences can measure the impact of CX programs.
Marketing Funnel, Customer Journey & Persona Mapping by VirtualCMO Feb 2014Shane Lennon
This is part 2 of multi-part series of frameworks, practical tools, skills and examples of tools to help marketing teams (and organizations) adopt in the digital world.
There are plenty of other approaches and some are more 360 customer relationship – we took these approaches as they fit most organizations and cultures we work with or where they are in the adoption curve and are stepping stones towards that 360 degree approach. We focused on the digital funnel for use in marketing, customer journey and persona profile mapping.
This is part 2 the basic frameworks for a digital (any/all) marketing core competency and team – the focus on being customer centric and taking an outside-in view of the market.
In 2019, organizations are still struggling to prove the value of their Customer Experience (CX) efforts. Learn how you can build an effective Voice of the Customer program and quantify the business impact.
The document outlines a plan to build a customer journey-based voice of the customer (VoC) program. It discusses establishing design principles, mapping the customer journey, designing survey templates and a survey suite, building deployment mechanisms, integrating surveys with CRM workflows, designing reporting, and providing feedback into actions. The goal is to make VoC a natural and reinforcing part of the company's culture.
Personalization Strategy Workshop - San FranciscoOptimizely
This document provides details of a personalization strategy workshop held by Optimizely and CROmetrics. The agenda includes an opening by Brigitte Donner of Optimizely, a personalization strategy session led by Chris Neumann of CROmetrics, a networking break, and an advanced personalization demonstration and discussion led by Steve Ebin of Optimizely. The workshop aims to help attendees develop personalization strategies and provide examples of how to personalize experiences on their websites for different audiences.
We no longer live in a world of batch and blast. No two customers are alike, and it's up to you as marketers to identify who your customers are, how they are engaging with your company, how you can drive further engagement, and how to measure the impact of your communications and messaging. The ExactTarget Marketing Cloud gives you easy access to CRM data across the Salesforce Clouds to create a truly personalized journey for each and every customer—whether you have 100 or 100 million. Learn how to take your ExactTarget Salesforce Integration to the next level, with simple use cases to deliver relevant, dynamic, personalized conversations and develop real relationships with your customers though every step of their customer journey.
Take full advantage of your CRM data and build 1:1 customer relationships with the powerful combination of ExactTarget Marketing Cloud and Salesforce CRM.
This PPT is about a sales playbook. It is a systematic organization of all marketing and sales assets. Each asset is mapped to the buyer’s position in the sales cycle. It serves as a GPS for the channel partners.
Optimizing Your B2B Demand Generation MachineOptimizely
If generating demand for your product is a struggle, rest assured that you are in the majority. 63% of marketers say their top challenge is generating traffic and leads. So what's a marketer to do? We say: hypothesize and experiment.
Join us for this free seminar where SurveyMonkey will share how their marketing team experiments and optimizes different parts of their demand gen machine. You'll hear real stories, tactics, and outcomes that will inspire your own demand gen experimentation.
Driving Value through Customer Experience ManagmentVasken Knouni
The document discusses driving customer value through customer experience (CX) management. It defines CX as building an experience across an organization that delivers the brand promise to customers. The customer journey and touchpoints are highlighted across multiple stages from awareness to advocacy. Orchestrating CX across all channels including social, mobile, and digital is important to avoid silos and deliver consistent brand experiences. Metrics like willingness to pay more for better experiences can measure the impact of CX programs.
Marketing Funnel, Customer Journey & Persona Mapping by VirtualCMO Feb 2014Shane Lennon
This is part 2 of multi-part series of frameworks, practical tools, skills and examples of tools to help marketing teams (and organizations) adopt in the digital world.
There are plenty of other approaches and some are more 360 customer relationship – we took these approaches as they fit most organizations and cultures we work with or where they are in the adoption curve and are stepping stones towards that 360 degree approach. We focused on the digital funnel for use in marketing, customer journey and persona profile mapping.
This is part 2 the basic frameworks for a digital (any/all) marketing core competency and team – the focus on being customer centric and taking an outside-in view of the market.
In 2019, organizations are still struggling to prove the value of their Customer Experience (CX) efforts. Learn how you can build an effective Voice of the Customer program and quantify the business impact.
The document outlines a plan to build a customer journey-based voice of the customer (VoC) program. It discusses establishing design principles, mapping the customer journey, designing survey templates and a survey suite, building deployment mechanisms, integrating surveys with CRM workflows, designing reporting, and providing feedback into actions. The goal is to make VoC a natural and reinforcing part of the company's culture.
Personalization Strategy Workshop - San FranciscoOptimizely
This document provides details of a personalization strategy workshop held by Optimizely and CROmetrics. The agenda includes an opening by Brigitte Donner of Optimizely, a personalization strategy session led by Chris Neumann of CROmetrics, a networking break, and an advanced personalization demonstration and discussion led by Steve Ebin of Optimizely. The workshop aims to help attendees develop personalization strategies and provide examples of how to personalize experiences on their websites for different audiences.
Spark a CX revolution: tips from the trenchesUserTesting
After countless customer interviews and years of analyzing customer insights, UserTesting experts Maggie Young and Stef Miller share the most-talked about initiatives that forward-thinking companies are focused on. Learn about how today’s modern brands are building a customer-centric culture.
How to Use Experimentation to Optimize Your Product and BusinessOptimizely
One thing that separates great product teams from the rest is how well they use analytics and experimentation to make decisions. Product teams live in a data-driven world and the bar is rising.
Analytics increasingly offer greater transparency into understanding how your customers are using your product, what’s working, and what isn't. A strong experimentation mindset enables you to systematically drive improvement.
In this webinar, product management expert Dan Olsen shares his Lean Product Analytics Process: a methodical, step-by-step approach to improving your product with analytics and experimentation. Dan also shares advice from his book The Lean Product Playbook, illustrating the concepts with real-world examples and case studies.
Watch the recording to learn how to harness the power of analytics and experimentation to improve your product.
The Future of Voice of Customer Programmes - from Research to Customer Engage...Richard Sedley
This document provides 7 tips for getting the most value from a Voice of Customer (VoC) program. The tips are: 1) keep it simple and clear; 2) provide recognition and feedback; 3) incorporate help, advice and entertainment; 4) balance ease of use and challenge to maintain engagement; 5) make the VoC program enjoyable; 6) represent your brand values and innovation; 7) focus on customer engagement rather than just research. The overall message is to design the VoC program to strengthen customer relationships and drive business value through engagement.
Customer Success Showcase: How IBM Exponentially Increased Customer Adoption ...Gainsight
If you're tackling Customer Success in a large enterprise, you likely have some enterprise-sized challenges to address. Does this sound familiar? You're leveraging multiple CRM systems. You have numerous different products and equally numerous business units. You've got different stakeholders and each of them wants things done their own way.
And above everything, you need to drive results in this complex environment.
Join Sanders Slavens, VP of Professional Services, Customer Success and Product Support at IBM Collaboration Solutions, to learn how IBM increased customer adoption of one of their cloud products over 10x in a year. Find out how IBM Collaboration Solutions brought together data from multiple CRM systems into Gainsight to drive exponential business outcomes for both IBM and its customers.
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.
How to Optimize for SaaS Retention | Masters of ConversionVWO
This document discusses optimizing retention for SaaS companies. It notes that retaining existing customers is much cheaper than acquiring new ones. It recommends focusing on customer lifetime value and the customer lifecycle stages of activation, adoption, expansion, referral, and reactivation. Key metrics for each stage are outlined. Choosing the right retention metrics involves understanding what predicts long-term customer success. The document also provides tips for running effective retention experiments by selecting targeted customer groups and ensuring experiments do not interfere with each other.
An Experimentation Framework: How to Position for Triple Digit GrowthOptimizely
You’ve done the button color A/B test, you’ve optimized your landing pages for better conversion. What next? At B2B organizations large and small, there is still tremendous potential for experimentation to drive innovation and growth. Learn how Brion’s growth team enables rapid iteration across a variety of different domains, teams, and organizations within Cisco. With an organization of 70,000 employees and many distributed divisions, enabling experimentation can be a complex initiative. Learn the framework for upleveling from random testing to
explicit strategy to position your org for triple digit growth.
Mailchimp: Scaling Experimentation Across TeamsOptimizely
Mailchimp, an all-in-one marketing platform for small businesses, has built innovative, beautiful products that empower those businesses to scale. No longer just an email marketing tool--the shiny, new marketing platform’s mission is to empower the underdog to connect with their audiences and create the customer loyalty that’s needed to grow.
In this webinar, Anne Reints, Senior Manager, Growth Analytics & Experimentation at Mailchimp, will discuss how Mailchimp is continuing to build a culture of experimentation and has leveraged testing across both their product and marketing teams.
Join this webinar and learn:
The history of growth and experimentation at Mailchimp
How Mailchimp grew their experimentation program by 6,000%+ in 12 months, going from just 1 experiment to over 60
About the launch of their internal Experimentation Resource Group
How they created a data-driven decision-making framework across the company
Don’t Redesign Your Website in the Dark: Master the redesign process with cus...Optimizely
- How to assemble your redesign dream team
- How to navigate the HIPPO and keep the focus on your customer
- Guidelines for validating a website redesign using customer data
Kyle Groff outlines a 9 step process for developing a world-class Voice of the Customer (VoC) program:
1. Map the customer journey and touchpoints.
2. Develop measurement channels for each touchpoint.
3. Test formats and refine questions.
4. Identify reporting levels from macro to micro.
5. Tie goals and incentives to customer experience metrics.
6. Develop an action process to make insights actionable.
Innes Vanderniepen discusses Brussels Airlines' multi-layered NPS program objectives of prioritization, focus areas, and closing the feedback loop. She emphasizes collaboration, communication, and gaining management support.
1. The document discusses tips and tools for conducting effective Voice of the Customer (VOC) research to better listen to and understand customers.
2. It outlines trends in VOC, common research methodologies like Net Promoter Score, and tools for text analytics, crowdsourcing, mobile surveys, and real-time action alerts.
3. The presentation provides best practices for using VOC research to drive innovation, growth, and customer retention.
Full Funnel Optimization for B2B Companies | Masters of Conversion by VWOVWO
In this presentation, Taran and Arpit will showcase the power of Full Funnel Optimization. The objective is to break the myth that optimization is only something you do at the top of the funnel when driving more leads through your marketing campaigns. Get a pragmatic view of how to enable optimization at all stages of your sales and marketing funnel along with practical, real-life examples.
They will breakdown a typical B2B sales and marketing funnel and highlight optimizations you can run at every stage. The possible impact would be an increase in your sales by upto 60% by running these proven optimization techniques.
The document discusses key findings from a voice of the customer study:
1. 91% of customers feel it's important for brands to offer feedback channels, though only 50% feel brands are more receptive to feedback today than 3 years ago.
2. While 69% of customers provided feedback to a brand in the past year, they want acknowledgment, evidence the brand took action, or rewards in return for their feedback.
3. One-third of customers have switched brands due to a frustrating feedback experience, so customers care about the feedback experience and want it to be easy and engaging.
Business Process Playbook - An introductionRobert Topley
A business process playbook (BPP) provides a central location to document processes, improve process management, and foster a common understanding of processes. It features visual process maps, allows searching by different attributes, and identifies process owners. The BPP also monitors process performance. Maintaining an up-to-date BPP can be challenging and requires organizational buy-in, but it offers benefits like standardized processes, improved training, and a basis for process improvement.
Experimental statistics is only one of the many powerful analytical techniques companies are using to supercharge their experiment ideation, segmentation, and analysis. Check out this content for a refresher of key stats issues and a discussion on how to use data for better test and bigger wins.
Cloud customer journey and customer success managementOmid Razavi
This document discusses cloud customer journey and success management. It begins by outlining the traditional siloed services model and how cloud customers now expect a more holistic approach. It then presents a cloud customer services framework that aligns supplier actions like support, success management, education and community with customer needs. Finally, it introduces the cloud customer journey as a four stage process covering value definition, delivery, realization and validation to drive customer success and growth.
Building an Effective Voice of the Customer ProgramUserZoom
The document is a summary of a webinar on building an effective voice of the customer (VOC) program. The webinar discussed:
- The current landscape of VOC programs and tools, with analytics being a major focus of IT investment in 2014.
- Getting started with a VOC program by designing a simple, relevant, and scalable program, and acquiring information on customers and context.
- Improving the effectiveness of VOC programs by strategizing, prioritizing, acquiring information and context, collaborating across teams, and regularly evaluating the program.
- Key recommendations included assessing organizational priorities and stakeholders, defining clear ownership and accountability, cultivating collaboration over confrontation, and adapting the program as needs change over
It’s budget season, and chances are you’re losing sleep over next year’s Customer Success spend. Have you allocated the right amount for headcount? Technology? Enablement? How will your Finance team respond? Are you even in the right ballpark?
Budgeting is one of the most stressful periods on any leader’s calendar—the stakes are just so high. What you need is an extremely practical, hands-on guide through the process from two experts who know the process as well as anyone—Gainsight’s CCO and CFO, Allison Pickens and Igor Beckerman.
In this webinar, you’ll learn:
How to scale your budget based on sales goals for new logos and ARR
Best practices for per-ARR expenditure
High-ROI investments for the next fiscal year
Tactics for setting headcount and CSM account load
And much, much more
This document provides guidance on creating an integrated content strategy to successfully enable a channel of partners. It discusses developing value messaging to promote leadership and differentiation. It also discusses onboarding new partners by demonstrating value and leadership and helping partners develop their own messaging. The document outlines goals for an integrated content strategy around aligning partner business models, integrating company messages into partner solutions, and executing on joint sales and marketing initiatives. It provides examples of how other companies have succeeded through solution packaging and integrating offerings with existing partner solutions.
From $0 to $1 Billion, Scaling Customer Success at Eloqua Webinar SlidesAmity
The document summarizes Paul Teshima's presentation on scaling customer success at Eloqua from 0 to $1B in revenue. It discusses developing a customer success maturity model with different stages as a company grows from 0-20 customers to over 1,000. Each stage focuses on different metrics and practices for customer success managers. The presentation provides advice on hiring, processes, and tools needed at each stage to most effectively scale customer success.
The document summarizes findings from the 2013 Pacific Crest SaaS survey. It discusses trends toward lower acquisition costs through methods like trials and internet sales, resulting in smaller deal sizes and increased churn. High-growth companies are more effective at renewals and upselling existing customers. A new wave of "personal SaaS" is emerging focused on engagement, collaboration and empowering users through continuous product cycles and engagement platforms. Customer success is now key to long-term growth and profitability.
Spark a CX revolution: tips from the trenchesUserTesting
After countless customer interviews and years of analyzing customer insights, UserTesting experts Maggie Young and Stef Miller share the most-talked about initiatives that forward-thinking companies are focused on. Learn about how today’s modern brands are building a customer-centric culture.
How to Use Experimentation to Optimize Your Product and BusinessOptimizely
One thing that separates great product teams from the rest is how well they use analytics and experimentation to make decisions. Product teams live in a data-driven world and the bar is rising.
Analytics increasingly offer greater transparency into understanding how your customers are using your product, what’s working, and what isn't. A strong experimentation mindset enables you to systematically drive improvement.
In this webinar, product management expert Dan Olsen shares his Lean Product Analytics Process: a methodical, step-by-step approach to improving your product with analytics and experimentation. Dan also shares advice from his book The Lean Product Playbook, illustrating the concepts with real-world examples and case studies.
Watch the recording to learn how to harness the power of analytics and experimentation to improve your product.
The Future of Voice of Customer Programmes - from Research to Customer Engage...Richard Sedley
This document provides 7 tips for getting the most value from a Voice of Customer (VoC) program. The tips are: 1) keep it simple and clear; 2) provide recognition and feedback; 3) incorporate help, advice and entertainment; 4) balance ease of use and challenge to maintain engagement; 5) make the VoC program enjoyable; 6) represent your brand values and innovation; 7) focus on customer engagement rather than just research. The overall message is to design the VoC program to strengthen customer relationships and drive business value through engagement.
Customer Success Showcase: How IBM Exponentially Increased Customer Adoption ...Gainsight
If you're tackling Customer Success in a large enterprise, you likely have some enterprise-sized challenges to address. Does this sound familiar? You're leveraging multiple CRM systems. You have numerous different products and equally numerous business units. You've got different stakeholders and each of them wants things done their own way.
And above everything, you need to drive results in this complex environment.
Join Sanders Slavens, VP of Professional Services, Customer Success and Product Support at IBM Collaboration Solutions, to learn how IBM increased customer adoption of one of their cloud products over 10x in a year. Find out how IBM Collaboration Solutions brought together data from multiple CRM systems into Gainsight to drive exponential business outcomes for both IBM and its customers.
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.
How to Optimize for SaaS Retention | Masters of ConversionVWO
This document discusses optimizing retention for SaaS companies. It notes that retaining existing customers is much cheaper than acquiring new ones. It recommends focusing on customer lifetime value and the customer lifecycle stages of activation, adoption, expansion, referral, and reactivation. Key metrics for each stage are outlined. Choosing the right retention metrics involves understanding what predicts long-term customer success. The document also provides tips for running effective retention experiments by selecting targeted customer groups and ensuring experiments do not interfere with each other.
An Experimentation Framework: How to Position for Triple Digit GrowthOptimizely
You’ve done the button color A/B test, you’ve optimized your landing pages for better conversion. What next? At B2B organizations large and small, there is still tremendous potential for experimentation to drive innovation and growth. Learn how Brion’s growth team enables rapid iteration across a variety of different domains, teams, and organizations within Cisco. With an organization of 70,000 employees and many distributed divisions, enabling experimentation can be a complex initiative. Learn the framework for upleveling from random testing to
explicit strategy to position your org for triple digit growth.
Mailchimp: Scaling Experimentation Across TeamsOptimizely
Mailchimp, an all-in-one marketing platform for small businesses, has built innovative, beautiful products that empower those businesses to scale. No longer just an email marketing tool--the shiny, new marketing platform’s mission is to empower the underdog to connect with their audiences and create the customer loyalty that’s needed to grow.
In this webinar, Anne Reints, Senior Manager, Growth Analytics & Experimentation at Mailchimp, will discuss how Mailchimp is continuing to build a culture of experimentation and has leveraged testing across both their product and marketing teams.
Join this webinar and learn:
The history of growth and experimentation at Mailchimp
How Mailchimp grew their experimentation program by 6,000%+ in 12 months, going from just 1 experiment to over 60
About the launch of their internal Experimentation Resource Group
How they created a data-driven decision-making framework across the company
Don’t Redesign Your Website in the Dark: Master the redesign process with cus...Optimizely
- How to assemble your redesign dream team
- How to navigate the HIPPO and keep the focus on your customer
- Guidelines for validating a website redesign using customer data
Kyle Groff outlines a 9 step process for developing a world-class Voice of the Customer (VoC) program:
1. Map the customer journey and touchpoints.
2. Develop measurement channels for each touchpoint.
3. Test formats and refine questions.
4. Identify reporting levels from macro to micro.
5. Tie goals and incentives to customer experience metrics.
6. Develop an action process to make insights actionable.
Innes Vanderniepen discusses Brussels Airlines' multi-layered NPS program objectives of prioritization, focus areas, and closing the feedback loop. She emphasizes collaboration, communication, and gaining management support.
1. The document discusses tips and tools for conducting effective Voice of the Customer (VOC) research to better listen to and understand customers.
2. It outlines trends in VOC, common research methodologies like Net Promoter Score, and tools for text analytics, crowdsourcing, mobile surveys, and real-time action alerts.
3. The presentation provides best practices for using VOC research to drive innovation, growth, and customer retention.
Full Funnel Optimization for B2B Companies | Masters of Conversion by VWOVWO
In this presentation, Taran and Arpit will showcase the power of Full Funnel Optimization. The objective is to break the myth that optimization is only something you do at the top of the funnel when driving more leads through your marketing campaigns. Get a pragmatic view of how to enable optimization at all stages of your sales and marketing funnel along with practical, real-life examples.
They will breakdown a typical B2B sales and marketing funnel and highlight optimizations you can run at every stage. The possible impact would be an increase in your sales by upto 60% by running these proven optimization techniques.
The document discusses key findings from a voice of the customer study:
1. 91% of customers feel it's important for brands to offer feedback channels, though only 50% feel brands are more receptive to feedback today than 3 years ago.
2. While 69% of customers provided feedback to a brand in the past year, they want acknowledgment, evidence the brand took action, or rewards in return for their feedback.
3. One-third of customers have switched brands due to a frustrating feedback experience, so customers care about the feedback experience and want it to be easy and engaging.
Business Process Playbook - An introductionRobert Topley
A business process playbook (BPP) provides a central location to document processes, improve process management, and foster a common understanding of processes. It features visual process maps, allows searching by different attributes, and identifies process owners. The BPP also monitors process performance. Maintaining an up-to-date BPP can be challenging and requires organizational buy-in, but it offers benefits like standardized processes, improved training, and a basis for process improvement.
Experimental statistics is only one of the many powerful analytical techniques companies are using to supercharge their experiment ideation, segmentation, and analysis. Check out this content for a refresher of key stats issues and a discussion on how to use data for better test and bigger wins.
Cloud customer journey and customer success managementOmid Razavi
This document discusses cloud customer journey and success management. It begins by outlining the traditional siloed services model and how cloud customers now expect a more holistic approach. It then presents a cloud customer services framework that aligns supplier actions like support, success management, education and community with customer needs. Finally, it introduces the cloud customer journey as a four stage process covering value definition, delivery, realization and validation to drive customer success and growth.
Building an Effective Voice of the Customer ProgramUserZoom
The document is a summary of a webinar on building an effective voice of the customer (VOC) program. The webinar discussed:
- The current landscape of VOC programs and tools, with analytics being a major focus of IT investment in 2014.
- Getting started with a VOC program by designing a simple, relevant, and scalable program, and acquiring information on customers and context.
- Improving the effectiveness of VOC programs by strategizing, prioritizing, acquiring information and context, collaborating across teams, and regularly evaluating the program.
- Key recommendations included assessing organizational priorities and stakeholders, defining clear ownership and accountability, cultivating collaboration over confrontation, and adapting the program as needs change over
It’s budget season, and chances are you’re losing sleep over next year’s Customer Success spend. Have you allocated the right amount for headcount? Technology? Enablement? How will your Finance team respond? Are you even in the right ballpark?
Budgeting is one of the most stressful periods on any leader’s calendar—the stakes are just so high. What you need is an extremely practical, hands-on guide through the process from two experts who know the process as well as anyone—Gainsight’s CCO and CFO, Allison Pickens and Igor Beckerman.
In this webinar, you’ll learn:
How to scale your budget based on sales goals for new logos and ARR
Best practices for per-ARR expenditure
High-ROI investments for the next fiscal year
Tactics for setting headcount and CSM account load
And much, much more
This document provides guidance on creating an integrated content strategy to successfully enable a channel of partners. It discusses developing value messaging to promote leadership and differentiation. It also discusses onboarding new partners by demonstrating value and leadership and helping partners develop their own messaging. The document outlines goals for an integrated content strategy around aligning partner business models, integrating company messages into partner solutions, and executing on joint sales and marketing initiatives. It provides examples of how other companies have succeeded through solution packaging and integrating offerings with existing partner solutions.
From $0 to $1 Billion, Scaling Customer Success at Eloqua Webinar SlidesAmity
The document summarizes Paul Teshima's presentation on scaling customer success at Eloqua from 0 to $1B in revenue. It discusses developing a customer success maturity model with different stages as a company grows from 0-20 customers to over 1,000. Each stage focuses on different metrics and practices for customer success managers. The presentation provides advice on hiring, processes, and tools needed at each stage to most effectively scale customer success.
The document summarizes findings from the 2013 Pacific Crest SaaS survey. It discusses trends toward lower acquisition costs through methods like trials and internet sales, resulting in smaller deal sizes and increased churn. High-growth companies are more effective at renewals and upselling existing customers. A new wave of "personal SaaS" is emerging focused on engagement, collaboration and empowering users through continuous product cycles and engagement platforms. Customer success is now key to long-term growth and profitability.
Does tomorrow matter to today's organizations? How would we manage differently if we managed as if tomorrow mattered? Where would our focus be? How is that different from today's focus?
With a focus on talent development, the learning will take place and the knowledge will be acquired that will builld the dynamic organization of the future--one that is self-assessing, self-correcting, and stimulated for sustainable growth. Learn the ten characteristics of a Knowledge Creating Organization and the Super Seven Strategies for Human Resources to Manage As If Tomorrow Mattered.
Amity is a customer relationship management platform that helps SaaS companies improve customer retention, adoption, renewals, and upsells. It does this by integrating business and customer usage data with automated workflows to provide insights and actions. This transforms service delivery from a cost center to a predictable revenue engine. Amity is seeking $500k in funding to expand sales, marketing, customer success, and product development.
The Art (and Science) of Sales PlaybooksRalph Barsi
This presentation unveils the growing popularity of Sales Playbooks in today's B2B organizations. Where Sales Playbooks are not yet in place, the presentation provides a helpful guide to get you started.
Prepared for the AA-ISP Inside Sales Conference, November 12, 2013, Dallas TX.
Presenters: Dionne Mischler & Ralph Barsi
10 Best Practices to Add Automation to Your Customer Success ProcessAmity
Automation can simplify your Customer Success operations. When adding automation your Customer Success process, taking the right steps can help you save time and money. When done wrong, CS automation can cause frustration for both your team and to your customers.
Scaling Customer Success: Strategies for Account Segmentation Webinar SlidesAmity
Effective strategy in a SaaS business often means offering different service levels to different customer segments. However, it is often not obvious where to draw the lines. What are the right criteria to use for segmentation? What are the types of services to offer? How to organize to delivery these services economically?
Ed Powers and Joshua Robitaille will share their lessons learned developing the segmentation strategy used at SurveyGizmo today.
TSW "Scaling Customer Success Activities for the Mid-Market”Victoria Spencer
This document discusses scaling customer success activities for mid-market accounts. It proposes implementing a remote customer advocacy program with centralized teams to personally engage mid-market customers via phone based on data-driven risk factors. Lessons learned include analyzing customer segments, gathering comprehensive customer data, facilitating collaboration between advocates and sales teams, and defining processes while also retaining advocates through training and career opportunities. The goal is to proactively monitor at-risk customers and identify expansion opportunities to maintain high renewal rates across the large installed base.
How to Drive Efficiency With Automated Customer Success PlaysAmity
Automating success plays is a strong and reliable way to increase your efficiency while driving transparency and consistency throughout your customer engagements.
From high touch to low touch engagement models, there are ways to leverage automation to increase your productivity and that of your team, while exceeding your customer’s expectation with value-driven, timely engagements and actions.
Driving Product Adoption with Insight-driven PlaybooksAmity
Driving product adoption is the key activity of any Customer Success team. It determines the effectiveness of free trials, paid pilots, churn reduction, renewals, upsells and referrals. Strong adoption leads to very strong growth.
In this webinar, you will learn how to:
- Identify when and where adoption stalls?
- Designing playbooks for driving customer adoption?
- Optimize the performance of your playbooks and Customer Success teams.
- Provide power insights to your sales, marketing and product management teams.
Amity is a powerful Customer Success platform that provides deep insights into product adoption for all your customers.
Customer Success Webinar Series: How Automation is revolutionizing Customer S...Gainsight
The document discusses how automation is revolutionizing customer success through 1:Many programs. It provides examples of how to structure a 1:Many program including establishing lifecycle-based, usage-based, and thought leadership content series. The roles of customer success, marketing, and a dedicated 1:Many program lead are also outlined. Case studies from Network For Good demonstrate how their customer marketing is the backbone of 1:1 interactions and how they leverage tools and content to improve customer outcomes through onboarding, risk mitigation, and successful customer campaigns.
Transform Your Sales Playbooks with Brain ScienceVeelo
Learn how enablement technology and a sprinkle of brain science can help transform sales playbooks into dynamic sources of information to help your sales team stay on message and better position, qualify and sell.
Customer success is gaining momentum and many companies are transitioning into the new model that puts the customer in the center of operations.
This is an introductory presentation which helps explain where does customer success feet in the grand scheme of things, what is the charter of this initiatives and what is Totango technology.
How to Align Customer Success Management with Services / Support / TrainingGainsight
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to Align Customer Success Management with Services/Support/Training - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Five9, Zendesk, Ooyala, ServiceRocket
The keys to scaling your customer success programGainsight
Keys to Scaling Your Customer Success Program
In a recent Sandhill.com poll of Silicon Valley executives, many execs expressed concern over scaling their customer success teams while maintaining a high quality and personalized service experience for their customers. At Gainsight, we don’t believe scale and quality to be mutually exclusive.
There are 3 key areas of focus that can ensure companies achieve their customer success goals and realize the economies of scale that are so important to growing businesses. On June 25th at 10 am PDT, Lincoln Murphy, Customer Success Evangelist at Gainsight and world renowned SaaS expert, will show you how a customer success strategy focused on segmentation, automation, and documentation is key to scaling Customer Success. A customer success program that lacks strategic thinking in any of these areas is sure to fall short and unlikely to achieve scale or meaningful results.
In this 60 minute webinar on the keys to scale we will discuss:
- How can you implement automation without harming customer relationships?
- What is the right strategy to segment your customer base?
- Which process are important to document and which aren’t?
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
How to Automate Low Touch Customer SuccessGainsight
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to Automate Low Touch Customer Success - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Blackbaud, Huddle, New Relic
How can we make a bigger impact with customer success? We open it up for everyone. When everybody within the company in participating in the customer success mission a bigger impact to the business is created. From higher adoption, higher retention and lower churn, revenue expansion, customer advocacy and overall higher growth.
Zoe, customer success technology by Totango is enabling for companies to open up customer success and include the entire company in that mission.
Totango provides customer success solutions for growing businesses thru data-driven, customer centric approach.
This document discusses seven steps for achieving customer success at scale for software as a service (SaaS) companies. It begins by reviewing the current state of the SaaS business model and profitability challenges. It then outlines four cost buckets that impact profitability: cost of goods sold, customer acquisition costs, customer expansion costs, and customer retention costs. The document proposes that customer success is critical to long-term profitability. It provides seven steps for customer success at scale, including establishing a charter, financial model, critical practices, success metrics, skills, offers, and technology to support the customer lifecycle from adoption to renewal to expansion.
How to Scale Your Customer Success Management OrganizationGainsight
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to Scale Your Customer Success Management Organization - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Box, Marketo, Salesforce.com
Developing the Ultimate Customer Success Strategy - Storm VenturesLincoln Murphy
Customer Success has evolved rapidly from a way to simply make customers “happy” or reduce churn to driving a true growth engine for the business. There’s simply no more efficient – and done correctly, rapid, exponential, and sustainable – growth than growth within and from your existing customer base.
As customers succeed and evolve, their relationship with you should evolve and grow as well; but you have to ensure that happens. That’s Customer Success-driven Growth.
In this workshop we will cover:
- how the evolution of Customer Success should change your strategy
- what the 8 elements of Customer Success Management are and why they matter
- what these changes will look like inside your company (org structure, compensation models, etc)
- the keys to making expansion within - and from - your customer base work in a way that is customer-positive at scale
This will be interactive, so bring your questions; we don't want you to leave with any questions you came with, but you'll definitely leave with a lot of new ones!
Speaker: Lincoln Murphy
Lincoln Murphy is a world-renowned Growth Architect, Consultant, Author, and Keynote Speaker, and one of the earliest evangelists for Customer Success. As founder of Sixteen Ventures, he’s used Customer Success to drive growth across the entire customer lifecycle for more than 400 SaaS and enterprise software companies around the world.
Digitized Products Best Practice Guide - EVRYTHNGRids Vazi
Your products can be transformed into connected digital assets. Physical objects can be augmented with an engaging new digital layer of content and experiences, accessed with smartphones.
Download this guide to learn the best practices for digitizing your products. We’ll answer the most important questions behind every successful product activation and give you our recipe for success.
7 things you can inject to your marketing right now - Power Up Direct & Digit...Michael Leander
7 things you can inject to your marketing right now - Power Up Direct & Digital Marketing Workshop in Lisbon - part 1 by Michael Leander
Organized by http://www.markedu.com
This document discusses using email marketing to engage customers throughout their lifecycle with a company. It recommends segmenting customers into stages like prospects, new customers, loyal customers, and disengaged customers. It also advocates using triggers, personalization, interactivity, and testing to send the right messages to customers as their needs change. Interactivity techniques highlighted include calls to action, preference centers, social sharing, user generated content, video, and storytelling. The goal is to increase engagement, revenue, and brand loyalty over time.
The document provides information on three individuals:
1) The first individual is the CEO and founder of Provado Marketing, Inc. and NameGoat.com, with over 8 years of experience blending technical, design, and marketing skills.
2) The second individual has 8 years of experience as a developer at companies, with formal degrees in computer science and marketing.
3) The third individual has broad experience as a designer for traditional and new media agencies.
The document provides information about Econsultancy and the training it offers. Econsultancy is a company that bridges the gap between digital strategy and implementation through research, training, and events. It offers public and private training courses, subscriptions to online resources, industry events, and digital transformation services. The document then discusses Econsultancy's training in more detail, including practitioner-led courses on topics like email marketing that are 1-3 days long. It also offers online learning modules and an online classroom. The rest of the document provides an overview of a course on increasing email marketing conversions in 3 steps: getting subscribers to open emails, click on content, and complete a conversion on the landing page.
The document provides information about Econsultancy and the training it offers. Econsultancy is a company that bridges the gap between digital strategy and implementation through research, training, and events. It offers public and private training courses, subscriptions to online resources, industry events, and digital transformation services. The document then discusses Econsultancy's training in more detail, including practitioner-led courses on topics like email marketing that are 1-3 days long. It also offers online learning modules and an online classroom. The rest of the document provides an overview of a course on increasing email marketing conversions in 3 steps: getting subscribers to open emails, click on content, and complete a conversion on the landing page.
This document summarizes a webinar about onboarding techniques. The webinar discusses why onboarding is important, best practices for onboarding including knowing your subscribers, setting expectations, delivering value and prompting next actions. It also discusses how to use marketing tools from ExactTarget to create welcome series and journeys to improve the onboarding experience. Speakers Kandice Carlson and Matt Fleckenstein led the webinar and discussed how onboarding sets the stage for engagement and success.
The document summarizes an inbound marketing technology summit. It discusses how marketing has changed with the rise of digital media and how most businesses still use outdated marketing methods. It then provides an overview of inbound marketing and how it works using content and automation tools to attract and nurture leads. The document includes examples of how to map content to the buyer's journey and set up lead nurturing workflows with targeted emails to improve conversion rates.
This document provides an outline for a webinar on delivering value pricing through B2B sales teams. The webinar discusses understanding customer value, differentiating offerings to create value for customers, communicating value to customers, and capturing value through effective pricing. It emphasizes the important role sales teams play in having value discussions with customers, collecting customer feedback, and consistently communicating value messages to help win more deals. Attendees are encouraged to think about how they can ensure their sales and pricing teams work together to execute value-based strategies.
The document discusses customer retention and lifetime value. It begins by explaining why customer retention is important as retained customers buy more, are less price sensitive, and have higher lifetime value. It then discusses how to retain customers by recruiting the right customers, segmenting them by lifetime value, and communicating with them to build loyalty. The document provides an example of a lighting manufacturer that saw 82% increase in orders and 86% increase in order size by building relationships with select customers. It stresses the importance of calculating customer lifetime value to determine which customers to target retention efforts towards. The document outlines how to calculate lifetime value and provides examples of how strategies like loyalty programs and event-driven communications can increase lifetime value. It discusses how lifetime value analysis can
This three part series provides a complete overview of End-to-End Customer Engagement and reveals the proven best-practices of In-Store Clienteling; Multi-Channel Campaign Management and Analytics; Ecommerce and Consumer-Facing Digital Technologies.
PART 1: In-Store Clienteling
The panel of industry experts offer an informative, in-depth look at In-Store Clienteling including:
• Clienteling defined: the trends and technologies of In-Store Clienteling
• Managing the shift in the retailer-customer relationship
• Culture change: techniques for creating a Clienteling culture
• Implementation: best-practices in capturing, converting and keeping customers
• Calculating the ROI: real-world examples
• Clienteling outlook: what the future has in store
To build and maintain customer loyalty, it is necessary to maintain high service standards and consistently provide customers with an exceptional experience. To increase customer volume, you need customers who become advocates because they are enthusiastic about their exceptional experience. This paper discusses consistent experience in the energy industry and how you can utilize consistent experience ratings to build and maintain your brand equity.
1. A unified customer success center that provides a seamless content experience across all stages of the customer journey (research, buy, succeed) can increase new customer revenue by 38%, decrease customer relationship costs by 47%, and increase renewal probability by 62%.
2. By analyzing user behavior data from content interactions, companies can gain insights to improve marketing, sales, product, and content strategies. This helps connect companies better with buyers and customers.
3. Converting documentation and other existing content into an engaging digital experience platform has significant business benefits for companies, as shown by analytics from MindTouch customers.
Introduction to the Pirate Metrics – AARRR related to customer development and business model canvas in order to gain insights on how your customers behave and create an environment where you easily can validate startup hypothesis avoiding the commonly used feel good metrics.
This document discusses how interactive webinars can enable continuous lead generation for sales teams. It notes that continuous qualified leads is a top priority for salespeople but is difficult for marketing to provide. The document then introduces PresenterNet's approach of using interactive webinars that allow attendees to provide information and request follow-ups. This generates a steady flow of qualified leads at low cost. It also discusses best practices for webinar lead generation programs.
Spyder lynk best practices, steps to activation, specs slide shareSpyderLynk
This document provides best practices for using 2D mobile barcodes, or SnapTags, in marketing campaigns. It discusses how to achieve consumer awareness, interest, understanding, ability, and success through proper placement of SnapTags, use of incentives and instructions, and overall campaign execution. Key recommendations include placing SnapTags prominently, using calls to action and compelling incentives, explaining how to participate clearly, and choosing an experienced partner to ensure a positive consumer experience.
Spyder lynk best practices, steps to activation, specs slide shareSpyderLynk
This document provides best practices for mobile barcode campaigns based on statistical analysis from various campaigns. It discusses how to achieve consumer awareness, interest, understanding, ability to participate, and success through proper placement of barcodes, use of incentives, instructions, accessibility, and campaign execution. It also gives examples of how large brands like Coca-Cola, Office Depot, and Bud Light have successfully used mobile barcodes to increase engagement.
Emailvision is a global SaaS leader in email and social marketing. It has 400+ employees in 18 countries and sends 5 billion emails per month. Emailvision's Campaign Commander platform allows clients to automate and manage email marketing campaigns at scale. Case studies showed how Emailvision helped Sony and Van Cleef & Arpels improve email marketing performance. Customers praised Emailvision's expertise, services, and new social media features in Campaign Commander Social Edition.
Lean Launchpad Tucson - Customer RelationshipsAaron Eden
The document outlines an agenda for an Aaron Eden workshop on business model development. It lists topics to be covered from May to July, including first pitches, experiment day, value propositions, customers, distribution channels, and lessons learned presentations. It also lists some discussion topics like customer relationships, value propositions, and channel diagrams. The source is noted as coming from Steve Blank's Aaron Eden workshop website.
2. What Are Playbooks?
Lifecycle marketing tactics are essential
to your brand’s success.
But where do you start?
3. What Are Playbooks?
Step-by-step guides for executing
perfect digital marketing
campaigns throughout the
customer lifecycle.
But where do you start?
Simplify your lifecycle Deliver the right content Create campaigns easily
marketing efforts. at the right time. with a step-by-step wizard.
4. The Customer Lifecycle
With ExactTarget Playbook’s simple steps, lifecycle marketing is easy.
ACQUIRE ONBOARD ENGAGE RETAIN
Invite customers Make a strong first Provide value that Don’t give up on
to connect across impression, and set turns prospects into the unengaged
multiple channels. the stage for ongoing customers and subscriber.
communications. brand enthusiasts.
5. Why Playbooks?
Boost ROI with the efficiency of Playbooks.
RETURN ON INVESTMENT
DIGITAL MARKETING TACTICS
7. Overview- Welcome Series
Subscribers stop engaging for a number of reasons:
• Irrelevancy
• Non-personalized messages
• Not enough data about your subscribers
Welcome Series automatically onboard your clients
and reinforces your company’s value proposition.
Setting proper expectations at the beginning of a
customer’s lifecycle, lead to higher retention rates.
8. Microsoft Example
Why does this work?
• Thanks Customer
• Reminder about features and value
• Relevant Calls to Action:
o Link to Welcome Center
o Office Video Training Series
Results?
• Open rate 50% above industry
average
• 63% viewed complete training video
10. Walking through a series
Welcome Confirm Reward
Welcome
Day One: DayConfirm
Three: Welcome
Day Five:
Estimates:
Welcome subscriber to the program.
Open Rate 34.65% Estimates:
Email to onboard subscriber into the
Open Rate 35.63% Estimates:
Engage consumers further into the
Open Rate 41.56%
Set Expectations about the types and
Clicks 8.37% brand experience. Gain customer
Clicks 7.89% brand experience via community,
Clicks 10.76%
frequencies of email communications. information. Track profile information relevant offers and product/service
Educate on HOW subscribers were while including an incentive for full insights.
opted-in. completion.
12. Onboarding
ACQUIRE ONBOARD ENGAGE RETAIN
Invite customers Make a strong first Provide value that Don’t give up on
to connect across impression, and set turns prospects into the unengaged
multiple channels. the stage for ongoing customers and subscriber.
communications. brand enthusiasts.