Growth hackers have an obsessive focus on user growth. The best growth hackers realize that customer acquisition is only the first step to success. Finding creative growth opportunities that develop lifelong customers is growth hacker gold.
Our top 10 practical Customer Success growth hacks in this webinar helped:
- Adobe EchoSign identify and mobilize fans to become bigger, better fans
- LevelEleven create a sales pitch for their Customer Success program
- Gild establish and report on a success goals kick-off meeting
Sign up today and walk away with 10 proven, actionable, growth hacks that will generate a positive ROI for your Customer Success team.
Your users are like fine wine or good cheese: They get better over time. Which is why user retention is essential. With a steady retention rate your revenue just compounds over time. And increasing retention by just 10 percent will boost your business value by more than 30 percent.
That’s where artificial intelligence comes in. AI marketing tools let you anticipate customer needs, create personalized campaigns that make them feel seen and heard, lock on to essential customer purchasing patterns, deliver highly relevant messaging, marketing, and offers when and where they want to see them, and more. And with the volume of customer data you have at your fingertips, you can identify what characteristics make up high-value customers, so you know exactly where to put your focus.
Learn how tapping into your oil well of data and harnessing it via marketing automation platforms powered by AI and machine learning can strengthen your bottom line when you join this VB Live event!
In this webinar you'll learn:
* Key engagement strategies using AI
* How to use AI to strengthen campaigns (including creative, messaging, segmentation and personalization)
* The role of time-based triggering in automation and monetization
* The evolving trends in marketing automation and omnichannel marketing
* Kara Dake, VP Growth & Partnerships, Clevertap
* Aditi Mohanty, Digital Marketing Manager, Vodafone
* Rachael Brownell, Moderator, VentureBeat
* Stewart Rogers, Analyst-at-Large, VentureBeat
Sponsored by Clevertap
Customer experience technologies play significant roles, yet it’s not uncommon for CX tech to actually make it harder to be a happy customer. To get it right, you need to look at customer experience technology not from an employee’s viewpoint, but from your customer’s perspective.
For customer relationship management, automated customer interactions, customer loyalty, enterprise feedback management, customer communities, social media and other platforms, this presentation will show you how to get beyond a technology-centered definition of customer experience management to view things the way customers do, and to leverage CX tech to inspire customer-centered management company-wide in ways that customers will reward with enthusiastic recommendations and expanded spending with your brand.
About the speaker
Lynn Hunsaker is Chief Customer Officer of ClearAction Continuum, which centers businesses on customers by empowering marketing and customer experience teams to adopt customer-centric outside-in thinking and influence for accelerating growth. She led customer experience strategy at Applied Materials and Sonoco Products Company since the early 1990s where her roles included Voice of the Customer Manager, Customer Satisfaction Improvement Manager and Head of Corporate Quality. Lynn has authored 3 customer experience handbooks, including Innovating Superior Customer Experience, and she was author of the year in 2017 and 2015 on CustomerThink.com. She is past president of Silicon Valley American Marketing Association and currently on the Board of Directors for Customer Experience Professionals Association. Lynn co-founded the ClearAction Value Exchange, which helps companies crack the code to overcoming organizational barriers to success with customer-driven change initiatives.
Competing on customer experience in retail is not just a passing fad – it’s here to stay. Customers expect more, want convenience, and they change quickly. Retailers have responded by introducing new channels, services, and personalized marketing promotions to capture customers’ attention and wallet share. What does it take to really take to engage with customers? The answer is hidden in your data. According to Forbes, 80% of data is dark and untouched - meaning it’s never actually used to make improvements or changes deemed necessary by the customer.
In this discussion you’ll learn what is possible as we review how you can create a trusted 360-degree view of your customer and put the customer truly at the center of your operations. We’ll review how retailers of all types are delivering a customer experience that sets them apart from other brands to drive consumer loyalty. And we’ll share the best practices and use cases retailers have adopted to get to know their customers better by unleashing the disruptive power of their data.
Established over 200 years ago, John Wiley & Sons helps people and organizations develop the skills and knowledge they need to succeed. Through online scientific, technical, medical, and scholarly journals, combined with their digital learning, assessment and certification solutions, they help a diverse set of customers, including universities, learned societies, businesses, governments and individuals, increase the academic and professional impact of their work.
Wiley knew that a single customer identity would facilitate relationships, transaction flows and risk management. Groups such as Sales, Marketing, Product and Customer Service could realize efficiencies and drive revenue by better understanding who the customers are as well as their relationships to each other.
During this webinar, Frank Guastafeste, Associate Director of Customer Data Governance at John Wiley & Sons, shares:
•How Wiley discovers a whole new level of customer insights to differentiate engagement in every phase of the customer journey
•The processes and business roles required to implement a single customer master record within a data governance framework
•The challenges Wiley faced and the successes it has realized from a focus on data quality and governance
Brands in every industry and geography feel an urgency to meet the conversational needs of their customers. Executives walk the fiscal tightrope between exceptional customer experiences and operational efficiency. Today’s contact center, as the communications hub for customers, is caught in the middle of the battle. Customers value fast, frictionless convenience; executives must invest accordingly.
Join Opus Research Lead Analyst Dan Miller and Program Director Mitch Lieberman, with Abinash Tripathy, Chief Strategy Officer and Co-Founder from Helpshift, as they address the urgent topics that help brands and enterprises supercharge customer service experiences, including:
* How digital messaging promotes operational excellence while meeting — and exceeding — customer needs
* Strategic steps necessary to support top-line growth and in-depth customer engagement
* How brands infuse intelligence, accuracy, and precision into company/customer conversations
* How to leverage investments and resources to build the next generation of customer service and support
Jeanne Bliss, Author of The Chief Customer Officer, will break down how to deliver meaningful customer experiences that drive profitability and growth. It’s not about a point in time; it’s about a process that leads to customer rave. Learn 5 key competencies every company must have and why a new kind of executive – the Chief Customer Officer – is paramount to this process.
Omer Gotlieb, Chief Customer Officer at Totango, will follow Jeanne to briefly share his experiences in setting up Totango's customer success team and how they strive to continuously deliver value to their customers.
Businesses and product managers love to shout about being “data-driven.” Data is obviously fundamental, but with an industry average conversion rate of 3%, most of our data is internal-facing and biased towards the minority of existing customers who have successfully converted. What about the majority who are non-customers? We are often blind to why non-customers fail, yet break-through products can come from understanding the potential customers who never show up in your dashboards and models. Stop navel gazing and join this session where Chad Jennings will share case studies, frameworks and methods you can use to uncover insights that can drive not only growth but useful, usable and delightful products.Read more >
When requesting budget for new tooling a service leader's biggest ‘enemy’ is last year’s result. Why would you need extra budget when you’ve had a track record of year-over-year margin contribution without that budget? In this webinar Coen Jeukens, Director of Global Customer Transformation at ServiceMax from GE Digital will explain how you can articulate value above and beyond business as usual. Discover how to use metrics that matter to the decision makers in the board and deliver instant success.Read more >
Lisa Nakano, SiriusDecisions Service Director for Customer Engagement Strategies, will share research and methodology behind the value that customers can bring to your company if engaged with strategically. A new data report on the performance of B-to-B customer referral programs will be shared by Trisha Winter, CMO of Amplifinity. Together they will prove with data the case for leveraging customers for demand generation and the results seen by companies that are running this as an always on channel.
What you'll learn:
- Why peers are critical to creating demand
- How to engage with customers to help create demand
- Performance benchmarks for customer referral programs
- Case study examples and business impact
Customer advocacy is great when you can get it, but getting it is usually ad hoc. With new technology available, savvy customer marketers are realizing that there are ways to scale customer advocacy and harness it for demand generation.
Bob Peterson, Research Director for Customer Advocacy at Sirius Decisions will discuss the drivers behind investment in customer advocacy and Trisha Winter, CMO of Amplifinity will share examples of how Customer Marketing can get started.
By empowering its associates worldwide with great customer data, Hyatt Hotels Corporation is creating seamless, memorable and personalized experiences to entice guests to choose Hyatt, increase customer lifetime value, improve efficiencies, and drive growth for their brand. Fueled by customer data management technology and a next-generation customer 360 view, Hyatt is reinvigorating its service culture and fostering innovation on a global scale.
Join this webinar, hosted by CRM Magazine, to hear Tom Smith and SriHari Thotapalli from Hyatt and Jakki Geiger from Informatica share:
•How Hyatt is creating a single view of the customer (SVOC) across 600 properties and 12 brands, managing highly complex B2C and B2B customer relationships
•How an SVOC empowers Hyatt's 100,000 associates to deliver memorable guest experiences
•The customer data management strategy at the heart of Hyatt's guest experience management strategy
•The lessons Hyatt's team has learned from this experience as well as the next steps on their journey
Growth is the major buzzword in mobile. Yet, what does it mean to grow your active user base if you can’t effectively engage and retain those users? The challenge many mobile apps are now facing is how to keep users once they’re onboarded. It costs more to acquire new users than it does to retain existing customers, however, it’s not easy to scale growth with retention.
Join Andrew Chen, growth at Uber, and Momchil Kyurkchiev, CEO and co-founder of Leanplum, to learn:
- How to build a complementary strategy for mobile growth and retention
- How to create a system of mobile growth built in and around the product
- Predictions for the future of mobile growth and retention hacking
What is the strategic difference between customer service and customer experience? How can contact centers improve ROI by improving the customer experience? Join us as Nate Brown breaks it all down, and arms you with strategic direction to drive growth in the year ahead. You'll learn how to gain the buy-in you need to move your CX initiatives forward, how to find opportunities for quick wins, and how to leverage customer feedback to generate revenue. Bonus: attendees will gain free access to Nate's newly released CX Primer tool.Read more >
Today’s digital-savvy customers expect to be able to buy on their terms - how they want and whenever they want. This is good news for retailers because customers who buy across multiple channels are more loyal and spend more. But in order to win and retain these customers, retailers need to create a seamless and holistic experience at every customer touchpoint, and many are falling short of realising this to its full potential and failing to meet rapidly rising customer expectations.
On this webinar, we will discuss how retailers can rise to this challenge by developing a deep understanding of their customers’ needs and expectations across the entire customer journey, break down organisational silos, and deliver seamless and connected journeys that delight customers and drive business growth.
On this webinar you will:
- Learn how to develop a thorough understanding of your customers
- Learn how retailers are breaking down silos and using cross-channel analytics
- Understand how to create a shared vision organisation-wide
In this 30-minute webinar, learn how to (O)rganize, (M)easure, and (G)enerously Compensate your customer success managers. Omer Gotlieb, Totango’s Chief Customer Officer, will share 4 metrics that align managers and team members with clear priorities, incentives and compensation.Read more >
Over the last decade, have companies significantly improved the customer experience they deliver? We have to ask ourselves why we see so many corporations with dedicated design, innovation and customer success teams, yet their products and services do not reflect this investment. Great customer experience cannot be achieved in a vacuum. It is everyone’s responsibility and its success is dependent upon a company that fosters this culture. Customer Experience needs to be part of the company DNA. As leaders we need to inspire and ignite a new way of thinking about factors that contribute to exceptional design and develop strategies for achieving this great endeavor.Read more >
Generation Z currently makes up 24% of the global population and is set to have significant spending power. This "digitally native" population cohort, born between 1993 and 2007, will be a substantial customer base in the future.
• Discover the characteristics of Generation Z and how they differ from previous generations
• Understand the social, technological, economic, environmental and political trends shaping Gen Z
• Explore which markets are most important for targeting the Gen Z customer
Whether you are an entrepreneur, a corporate leader or a multi-national organization, the ability to attract and retain your most profitable customer relationships has never been more important nor as difficult as it is today. This energizing, content rich presentation based on Solomon’s best-selling book, The Rules of Woo cuts through the clutter to the essence of what today’s customers really want and need from our businesses.
Interwoven with tales of organizations both large and small, attendees walk away with real life and often hilarious examples of what to do (and what not to do) in the race to Woo profitable customers and win their loyalty for the long run. If your organization struggles with heightened customer expectations, difficult new competitors, or challenging market dynamics this session is for you!
Hear how we’re delivering a new approach to business applications, through a single cloud service of purpose-built apps that will help you manage specific business functions.
Turn your customers in to fans by reinventing your Sales, Customer Service, Finance, Field Service, Operations, Marketing and Project Service Automation processes. This completely integrated platform includes Productivity and Reporting tools, Internet of Things, and is also extensible through its own easy to use graphical development and workflow tools, allowing IT professionals to implement, build and deploy a new level of functionality for a wide range of business processes, using world-class technology.
No longer an emerging technology, cloud computing has matured into a powerful engine for business innovation and growth. To deliver the kind of benefits that customers have come to expect from their cloud-based solutions, there is new relationship model, based on Customer Success, that have not existed in the traditional enterprise software business. In this presentation, we will discuss the cloud customer journey, and the role of customer success towards business outcome and profitable growth.Read more >
Dreamforce 2014 put the spotlight firmly on Customer Success and we couldn't be more thrilled. What does it mean to have Salesforce be a Customer Success Platform? It means moving beyond just marketing and selling to customers and then stepping away. It means engaging with customers on an on-going basis and making sure that they are seeing success using your products and services.
Totango helps transform Salesforce into a Customer Success Platform by unlocking the insights and signals hidden inside engagement data and enabling everyone that uses Salesforce (i.e., sales, marketing, customer support, and customer success) to act upon them.
In this webinar we partner with Resumator's VP of Customer Success, Kristen Hayer, to share the ways that they use Totango to drive customer success, marketing and sales via Salesforce.