Intercom, Inc.

SEPTEMBER 2, 2021

PMM at Intercom is what some people call full-stack product marketing, which is a bit of a jargony term, but essentially it means that PMMs here are there from the very beginning of the development of a product or feature. Now Intercom shifts to being more of a sales-led business.

Start-ups 211

Start-ups Sales Engineering 211

Totango

SEPTEMBER 22, 2023

We believe these collaborations are cornerstones for enterprises to deliver seamless experiences for their customers and to create the interconnectedness with cross-functional partners and systems needed to drive long-term revenue growth.

Outlook 114

Outlook Innovation Omnichannel Education 114

Intercom, Inc.

SEPTEMBER 28, 2021

This is a natural evolution for many SaaS tools as they move towards a healthier economic model, as captured in Christoph Janz’s seminal 2014 blog. The challenge for product managers is ensuring that your product evolves to meet the needs of your new customers without leaving long-term, smaller customers behind.

Legal 249

Legal Healthcare Compliance Sales 249

Customer Think

AUGUST 12, 2021

” In addition to helping us define our buyers in much richer terms, they are helping us think about how to incite them to buy. first appeared on Partners in EXCELLENCE Blog -- Making A Difference. Related Posts: Buyer Persona's -- A Great Starting Point For Sales! For years, [.]. The post Who Is OUR Buyer?

Sales 75

Sales 75

Totango

JULY 19, 2022

And since relationships are truly built after the sale is closed, your CRM will no longer be able to meet your needs as you continue to nurture and grow your customer base. . The traditional customer-acquisition-focused model, on which CRMs are built, starts with marketing and sales, and positions customer success as an afterthought.

CRM 90

CRM Customer Relationship Customer Acquisition Start-ups 90

Zendesk

APRIL 18, 2022

It’s no different for sales and marketing teams when sourcing leads. While you’re not sharing your work with a professor these days, your sales reps need to know where and how leads had first contact with your company. Blog articles. For one thing, understanding how a lead has found you aids in successful sales prospecting.

Social Media 98

Social Media CRM B2B B2C 98

ClientSuccess

FEBRUARY 8, 2023

It’s an important question to answer, as it can make all the difference in customer retention and long-term success. In this blog post, we’ll explore three different ownership models that help define roles between sales and customer success teams when it comes to customer renewals. How complex is your solution?

Sales 71

Sales Customer Relationship Customer Retention 71

Totango

JANUARY 22, 2024

Chris Dishman, SVP of Customer Success, Totango Short-term performance goals will be balanced with lifetime value creation In recent years, marketing has focused heavily on short-term performance, such as generating leads and driving sales.

AI 95

AI Engineering Business Growth Customer Acquisition 95

VOZIQ

AUGUST 13, 2023

Whether you are a sales professional looking to hone your skills or a business owner looking to boost your sales and retain more customers, this book has something for everyone. Find our pick of books from every quarter for customer retention/service and much more in our blogs section. These were our picks for the quarter.

Customer Acquisition 52

Customer Acquisition Customer Retention Finance Actionable Insights 52

Totango

AUGUST 23, 2022

For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. Touchpoints can be categorized in terms of: Where they occur in a customer’s lifecycle. During the sales process, including sales appointment scheduling, meetings and payment processes.

Touchpoint 116

Touchpoint B2B Customer Journey Map Social Media 116

Totango

DECEMBER 20, 2023

Data-oriented and customer-centric approach : Totango’s commitment to a data-oriented and customer-centric approach enhances user experiences and fosters long-term relationships. Excellent customer support : Users appreciate the responsive customer service, including the attentive sales team and supportive helpdesk.

Business Operations 109

Business Operations Customer Satisfaction Sales Customer Service 109

TeamSupport

NOVEMBER 11, 2020

Part 1 of this blog series highlights excerpts from the key concepts for using services to retain and grow recurring revenue. ServiceXRG suggests that by establishing standardized service sales processes and leveraging service sales automation, companies can assure that every service opportunity adheres to configuration and quoting practices.

Engineering 98

Engineering Education Sales Technology 98

Intercom, Inc.

JANUARY 14, 2021

In this episode of Inside Intercom, we caught up with Hubert for a chat about starting small, committing to a product strategy that helps you reach your long-term goals and making sure everyone’s on the same page. A segmentation matrix can help product teams be laser-focused on both the long-term vision and the day-to-day plan.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Inside Customer Service

AUGUST 11, 2022

Inside Target, a sales associate also told me I needed to download the app. shopping bag if I wasn’t writing this blog post. The "Payment Method" button on the signup screen suggested I'd be entering my payment info next, but first I had to agree to the Terms of Service and the Privacy Policy. This is where I hit a dead end.

Customer Experience 172

Customer Experience Government Customer Service Start-ups 172

Zendesk

FEBRUARY 17, 2022

And if you wait to interact with them until the end of their decision-making process, you’re missing out on profitable sales opportunities. Essentially, it’s what a sales funnel looks like from a prospect’s perspective. This allows your sales reps to be more intentional about what actions they’re taking and when.

Social Media 98

Social Media Sales Education CRM 98

Totango

MARCH 21, 2023

Enter customer success operations: a data-driven process that helps organizations understand how their initiative performance impacts key business results – ultimately safeguarding revenue for long-term growth. Be sure to check out our recent blog from Customer Success Festival in Austin, 5 Tips to Supercharge your CS Operations Playbook.

Customer Journey Map 81

Customer Journey Map NPS Touchpoint Start-ups 81

Uniphore

DECEMBER 7, 2021

According to Deloitte , retailers can expect sales to increase by 7-9% — a very merry holiday, indeed.?However, noted higher online sales ?that Never Miss a Thing Subscribe to our blog for the latest industry news, updates and more from Uniphore. However, obstacles still loom. supply chain isn’t smoothing out.

Retail 130

Retail CX Omnichannel Artificial Intelligence 130

Zendesk

APRIL 16, 2021

Sales reps know nothing’s harder than patiently nurturing a lead, establishing a relationship with them, and carefully converting them into a customer—nothing, of course, except finding a good lead in the first place. Lead generation is often a huge challenge for sales and marketing professionals. But it doesn’t have to be.

Social Media 98

Social Media B2B Sales Start-ups 98

Intercom, Inc.

NOVEMBER 30, 2022

So we got our blog posts and our Twitter threads, and even a few ropey TikToks. Product: file storage vs collaboration, support product vs sales product etc. Sign-up method: Self-serve & PLG vs sales-led and account managed. You have a flow (could be product, sign up, sales, whatever). It’s their reason for being.

Engineering 151

Engineering E-commerce Start-ups B2B 151

Totango

OCTOBER 25, 2022

In this blog, we’ll share some of the most important keys to effective CS team organization: We’ll look at what we mean by customer success and CS team structure. You can engage them in conversations that guide them through the sales process, answer questions, and help them use your product best. Prioritize Reducing Churn.

Sales 94

Sales Customer Satisfaction Start-ups CRM 94

CSAT.AI

JANUARY 4, 2023

In our November blog on customer segmentation , we talked about the value in grouping your customers by separate criteria to streamline customer service and to identify who your real customers are. Your long-term customer base is your brand’s lifeblood, and their data is important to get clear. Track Holiday Customer Data Separately.

Net Promoter Score 78

Net Promoter Score Sentiment Analysis Customer Acquisition Entertainment 78

Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. The strategy of using customer engagement to increase sales can be framed in terms of balancing customer acquisition costs (CAC) with customer lifetime value (CLTV).

Net Promoter Score 97

Net Promoter Score Customer Acquisition NPS Customer Journey Map 97

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. A customer-centered approach makes customer satisfaction a top priority before as well as during and after the sale. In the old days, growing your business was easy.

Customer Satisfaction 101

Customer Satisfaction B2C B2B Customer Relationship 101

Totango

JULY 31, 2020

In particular, correctly identifying, engaging, and managing your key stakeholders is critical to driving adoption, minimizing risk, and ensuring long term relationship success. As virtual teams and remote engagement become the norm for Customer Success teams, staying on top of customer needs and expectations is becoming more challenging.

Scorecard 105

Scorecard Sales Technology Technology 105

Intercom, Inc.

OCTOBER 13, 2021

People tend to think short-term when it comes to career progression. Managers can and should help them map out longer-term career goals and, together, hatch a plan to reach them. Over the last couple of years, ever since we did that blog post, we’ve built a series of ladders. Are they working hard with sales?

E-commerce 118

E-commerce Start-ups Hospitality Hospitality 118

ECXO

MAY 16, 2024

This blog post will explore the essence of customer-centric leadership and key factors that form the basis of a successful customer-focused organization. It includes all touchpoints where the customer interacts with the organization, such as marketing, website visits, customer service, and after-sales service.

Touchpoint 69

Touchpoint Customer Journey Map Education CX 69

Comm100

MAY 19, 2020

Note: This blog post was originally published on Jul. If you’re reading this blog post, you probably already know that live chat is a platform that allows you to chat directly with your website visitors. Live chat is a must-have tool for your business, and this blog post is going to cover exactly why that is. Increase sales.

Sales 111

Sales Customer Service Start-ups Customer Retention 111

Intercom, Inc.

JULY 4, 2018

The term “product-first” is implicitly set up in contrast to what came before, which were mostly sales-driven companies. I genuinely haven’t talked to a single person who really likes using their product or speaks enthusiastically about it, yet it’s viewed as absolutely essential to sales teams. Everyone uses it.

Gambling 191

Gambling Start-ups Innovation Sales 191

Helpt

FEBRUARY 27, 2024

We’re going to start this blog post with a heavy dose of nerdy: place yourself back to when you played your last Japanese roleplaying game or Dungeons and Dragons. Sales and Marketing : Strong communication skills and a positive company image play a crucial role in attracting new clients and growing your business.

Gaming 98

Gaming Innovation Start-ups Customer Satisfaction 98

Execs In The Know

OCTOBER 9, 2023

Loyalty is the single biggest metric to predict a company’s long-term success for sales growth, customer behavior, and profitability. AI Makes It Easier to Build Long-Term Relationships When AI is applied in an intelligent, conversation-first way, the technology is more effective at delivering personalized service to drive loyalty.

AI 52

AI Customer Service CX Technology 52

Totango

APRIL 28, 2021

In practical terms, Mr. Yuan has built a culture that values customer engagement above sales quotas and long-term customer growth above securing new business. A customer-centric culture means putting greater emphasis on long-term metrics and practical business ROI. Use the Right Customer Success Metrics.

Customer Acquisition 71

Customer Acquisition Sales Start-ups Voice of the Customer 71

SugarCRM

MAY 18, 2023

Our previous blog post discussed the core CRM features for sales automation. In this blog post, we’ll touch on the key features of lead management within a CRM. Lead Routing Once leads are captured by your CRM, they are distributed to marketing and sales professionals for further nurturing.

CRM 40

CRM Sales 40

Totango

JUNE 17, 2021

We’ll discuss the subtle shade of difference between customer segmentation and audience segmentation, two terms with some overlap that are often used interchangeably. Sales funnel stages. The term “customer segmentation” is often used interchangeably with a similar term “audience segmentation.” Onboarding progress.

B2B 71

B2B Customer Journey Map Sales Technology 71

Beyond Philosophy

NOVEMBER 21, 2017

I like a good deal as much as anyone, but as a customer experience consultant I’ve always thought these frenzied holiday sales were penny wise and pound foolish. And while the strategy can work in the short term, it’s no way to generate loyal customers in the long run. The Problem with Price Slashing.

Retail 124

Retail Sales Gaming Customer Loyalty 124

Intercom, Inc.

DECEMBER 19, 2018

The best of the blog. Significant digits: 240 blog posts, 18 videos. In the face of this technology, businesses have three options – ignore it, see adoption as a box-ticking exercise or embrace it and think long-term. Analytics, biz ops, marketing, sales, support, recruiting, finance, HR. We killed the blog.

Engineering 150

Engineering Start-ups Gaming Sales 150

Hodusoft

MAY 11, 2022

Limitation to switching vendors due to lock-in contract terms. A large organization can easily set up an on-premise PBX system to ensure long-term cost-benefit. The blog covers all the important factors differentiating on-premise PBX and hosted IP PBX solutions. High initial installation charges. Cloud-based PBX.

CX 98

CX Government Actionable Insights Omnichannel 98

TeamSupport

NOVEMBER 10, 2020

This blog series highlights excerpts from four key concepts for using services to retain and grow recurring revenue. When customers succeed with the products they purchase, it increases the likelihood of sustained recurring revenue and creates opportunities to expand the long term. Establish Service Programs Aligned to Customer Needs.

B2B 59

B2B Sales Education Business Operations 59