Qualtrics

AUGUST 10, 2020

Every customer you attract costs money, and getting the balance right between how much you pay to attract a customer, and how much that customer is worth to your business is one of the most important ones to get right. In this guide, we look at CAC (Customer Acquisition Cost) and how you can calculate and optimize yours.

Customer Acquisition 26

Customer Acquisition Social Media Advertising/ Marketing Technology 26

Intercom, Inc.

SEPTEMBER 10, 2020

As an engineer by training, in pressure situations he tends to “lean to the quant.” Intercom’s Kate O’Hanlon recently caught up with Mark to talk about his approach to scaling, and why it’s a mistake to think that the formula for success is just about getting product-market fit and then adding sales reps. . Next comes go-to-market fit.

Customer Retention 226

Customer Retention Sales Customer Acquisition Start-ups 226

ClearAction

APRIL 13, 2023

As a start, CMOs and CCOs and COOs can work together to give guidance to Business Development for Ideal Customer Profiles. CMOs and CCOs work hard to attract and expand customers, yet gaps in brand integrity can ruin your results. Both acquisition and retention are less of an uphill battle when you have high brand integrity.

Customer Acquisition 62

Customer Acquisition Customer Retention CX Customer Loyalty 62

Intercom, Inc.

JULY 9, 2020

We look at the death of the 10 blue links and why Google is now an answer engine as opposed to a search engine. Growing up with SEO. To get us started, could you just tell us a little bit about your background and how you first became interested in SEO? I first got started in SEO, I think at around 16 years old.

Engineering 199

Engineering Start-ups E-commerce B2C 199

Intercom, Inc.

OCTOBER 29, 2019

We could no longer assume all our customers had uniform needs and could be reached the same way. Having grown to more than 300 people, communication between colleagues became complex , fracturing that crisp, shared notion of the customer we once took for granted. Understanding our most and least engaged customers at a granular level.

B2C 184

B2C Finance Engineering Sales 184

Intercom, Inc.

OCTOBER 2, 2018

That metaphor started to break as Inside Intercom covered more and more topics in a variety of mediums such as text, illustration, audio and video. When we started thinking about what the future of Inside Intercom would look and feel like, we distilled the tone of the blog down to four words: opinionated (confident, witty, but not angry).

Engineering 162

Engineering Social Media Customer Acquisition Start-ups 162

Intercom, Inc.

FEBRUARY 6, 2020

What started off as little more than an experiment has paid dividends. Today Udemy for Business boasts 80% of the Fortune 100 – the top 100 largest US companies by revenue – as customers. At the helm of Udemy for Business’ customer acquisition machine is their VP of Marketing Yvonne Chen.

B2B 243

B2B B2C Start-ups Sales 243

Beyond Philosophy

APRIL 14, 2022

For example, from the supply-side perspective, McDermott says the organization that thinks CX is important but does nothing about it probably still sees customer service as a cost center rather than a revenue-generating engine for growth. However, Shopify recognizes that the contact center employees were the ones talking to customers.

Customer Satisfaction 78

Customer Satisfaction Contact Center Customer Acquisition CX 78

SurveySensum

SEPTEMBER 11, 2023

With that in mind, after working with different companies in this industry, we have compiled a list of 13 key SaaS KPIs and metrics of 2023 that you need to start tracking to measure your success. This is why SaaS businesses must focus heavily on retaining customers and ensuring that they keep using their products and services.

Net Promoter Score 52

Net Promoter Score Customer Acquisition NPS Customer Satisfaction 52

Intercom, Inc.

APRIL 25, 2019

This is episode seven of Scale , a brand new podcast series on moving from startup to scale up. New managers also go through five weeks of training on company culture, taking calls from customers and working in the Zappos warehouse. It’s only then that they start the job they were hired for.

Sales 136

Sales Customer Acquisition Start-ups Engineering 136

Zendesk

FEBRUARY 17, 2022

You show up for a session, only to learn that taking a single class requires a hefty membership fee. Lead magnets provide insight into what makes your prospective buyers tick—your sales team can leverage that information to increase their chances of converting them into customers. Feeling deflated, you walk out the door.

Social Media 98

Social Media Engineering Customer Acquisition Start-ups 98

SurveySensum

NOVEMBER 23, 2023

Now, let’s explore the eleven key drivers propelling the digitization of customer experience. In general, you should follow the latest research on what your customers want and run surveys of your own to figure out how to tailor CX to their preferences. But the biggest influence is the improvement in CX itself.

Customer Experience 52

Customer Experience E-commerce CX AI 52

Intercom, Inc.

JUNE 3, 2021

Not too long ago (although it honestly seems like a lifetime), we were buckling up to navigate the COVID-19 pandemic and all of the tough, unparalleled challenges it forced us to face. And so, now’s the time to start thinking about accelerating our business strategies and grabbing the opportunities it brings. Should we sink bigger?

Start-ups 228

Start-ups Engineering Healthcare Sales 228

Intercom, Inc.

MARCH 22, 2018

Five years ago Brian Rothenberg joined Eventbrite to start its cross-functional growth team. Brian: My career actually started back when I was in college, coincidentally in the event ticketing space. I started my first company, Eventticketsnow.com, when I was a freshman out of my dorm room. We raised a $1.5-million

Start-ups 189

Start-ups Engineering B2C B2B 189

Intercom, Inc.

DECEMBER 12, 2019

Most SaaS companies start with a free software offering – providing a preview of their product’s capabilities before encouraging their users to grow into pro or enterprise solutions. This is Season Two of Scale , Intercom’s podcast series on moving from startup to scale-up. Vidyard did the opposite. Research supports this view.

Sales 169

Sales Start-ups Customer Acquisition Compliance 169

Intercom, Inc.

APRIL 11, 2019

Six years ago, Segment were just four engineers sitting in an apartment on Russian Hill in San Francisco. They had a great product, a few hundred customers but there was a problem – they had just 6 months of runway. This is episode five of Scale , a brand new podcast series on moving from startup to scale up.

Customer Acquisition 162

Customer Acquisition Innovation Start-ups B2B 162

SugarCRM

SEPTEMBER 30, 2021

Most buying journeys start online, with a general web search, specific vendor websites, or review sites as the first resources buyers use to inform themselves about their purchases. The Content Marketing Institute found that 7 out of 10 customers like brands’ articles more than ads. Engineering as Marketing.

E-commerce 49

E-commerce Finance Engineering Education 49

MattsenKumar

MAY 18, 2021

With limited users, the competition will become stiff, and the focus will surely shift from customer acquisition to customer retention. With a limited number of customers to acquire, it makes sense to spend on customer retention and clock a higher customer lifetime value. Customer make informed decisions.

E-commerce 52

E-commerce Net Promoter Score Engineering Social Media 52

Intercom, Inc.

NOVEMBER 14, 2019

As a brand new company, you might engage in plenty of initiatives that are inherently un-scalable – because there’s no better way to nurture customer love than through a personal relationship. It’s time to start thinking about retention at scale and bring onboard a customer success team. Gainsight research backs this up.

Sales 108

Sales Gaming Education Customer Relationship 108

Intercom, Inc.

JANUARY 31, 2019

“You need to be explicit about who you’re not going to serve” In the early days, as you get a little bit of publicity and people start spreading the word, you get all kinds of requests and attention and potential customers coming your way. April: Most companies start with an idea to make an existing thing better.

Sales 165

Sales Start-ups CRM Engineering 165

SixteenVentures

DECEMBER 31, 2019

Of course, what “success” looks like for your customers is 100% unique to your customers, in the context of your product or service. Customer Success is not just about retaining customers. The Definitive Guide to Customer Success 2020. Customer Success Frequently Asked Questions (FAQs).

Start-ups 136

Start-ups Sales NPS Non-Profits 136

Intercom, Inc.

JUNE 28, 2018

This week we released The Growth Handbook , a collection of tested frameworks and invaluable lessons to help steer your company’s trajectory up and to the right. If you have $100 and you’re starting up, I’d bet $80 of it in the activation phase. Your problem is almost always going to be in activation first.

Start-ups 160

Start-ups Engineering Gaming Innovation 160

Zendesk

JANUARY 24, 2022

Focus on achievements that you can back up with evidence or that hiring managers could confirm with a call to your current or previous employer. Similar to sales manager resumes, sales executive resumes aim to showcase concrete experience and skills—plus statistics to back them up. Empathetic customer service skills.

Sales 98

Sales Engineering Education Business Administration 98

Lumoa

FEBRUARY 28, 2023

The second barrier to organizing actionable customer feedback is the level of manual effort involved. In many cases, customer insights teams are forced to dump data into Excel or Google Sheets and manually read and tag each piece of feedback. The post Optimizing your customer feedback strategy in 2023 appeared first on Lumoa.

Customer Feedback 83

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 83

SugarCRM

NOVEMBER 23, 2021

Given the landscape of far-sighted customers and fierce competition, making the sale can be quite challenging. That is why most B2B marketers mainly focus on customer acquisition to the detriment of retention. Customer retention is not a single event that happens at contract renewal. Closing Thoughts.

Customer Retention 26

Customer Retention Artificial Intelligence CRM Customer Acquisition 26

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. It ties up lines and makes the whole center fall behind. With hosted UC, customer representatives can be situated anywhere, from their homes to even other satellite offices of yours.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Intercom, Inc.

JUNE 28, 2018

This week we released The Growth Handbook , a collection of tested frameworks and invaluable lessons to help steer your company’s trajectory up and to the right. If you have $100 and you’re starting up, I’d bet $80 of it in the activation phase. Your problem is almost always going to be in activation first.

Start-ups 126

Start-ups Engineering Gaming Innovation 126

Comm100

FEBRUARY 10, 2022

When you sign up on Netflix, the streaming platform first asks about your preferences regarding languages and genres you’d like to consume. What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support.

Customer Service 52

Customer Service Social Media Omnichannel Customer Acquisition 52

Intercom, Inc.

JULY 26, 2018

Here are five quick takeaways: Josh’s goal with Baremetrics was to get it up and running as quickly as possible, following Reid Hoffman’s suggestion that if you’re happy with the product, you haven’t launched early enough. He craved thoughtful feedback from real customers (instead of free beta users) and rushed to market.

Non-Profits 137

Non-Profits Finance Start-ups Customer Acquisition 137

ClearAction

OCTOBER 12, 2022

Like concentric circles, or a Russian doll, start with Earnings per Share and work backward. They track the efficiency and effectiveness of making up for things going wrong. Customer Acquisition Costs (CAC) are influenced by Net Promoter Score (NPS), Health Score, and Satisfaction ratings. So, what’s the solution?

Key Driver Analysis 62

Key Driver Analysis Non-Profits Net Promoter Score NPS 62

Zendesk

JUNE 28, 2022

This program was built to help companies transform their reps into highly skilled salespeople who understand the enterprise sales process and can deliver great value to customers. Enterprise processes often mean a higher cost of customer acquisition, a longer sales cycle, and a tougher audience for sales pitches. Sales Engine.

Sales 52

Sales B2B Engineering Start-ups 52

Intercom

APRIL 7, 2022

Businesses quickly realized they were spending a bit too much on awareness and customer acquisition and not nearly enough on retention. And that, according to Catherine Blackmore , was the dawn of customer success. Here are a few key takeaways: Every customer success manager starts as a firefighter. Short on time?

Start-ups 59

Start-ups Retail Technology Technology 59

Intercom

JULY 19, 2021

By capturing more data, enabling you to spot trends and opportunities, and improving the customer – and agent – experience, conversational support can be a game changer for every facet of your business. Ready to turn your support function into an engine for growth for your entire business? Enhanced customer satisfaction (58%).

Machine Learning 64

Machine Learning Customer Satisfaction Sales Education 64

CX Journey

FEBRUARY 21, 2019

Once they land on your site, it needs to finish the work you started and convert a high number of visitors into customers. However, your conversion funnel may be lacking, creating a problematic customer experience (CX) rather than a positive one. Current customers often spend more than new ones per transaction, too.

CX 35

CX Start-ups Social Media Customer Acquisition 35

Intercom, Inc.

MARCH 29, 2022

You’ll meet some of our customers, including Wayne Stewart from Atlassian and Brian Lederman from Coda, as they explore the ways Intercom is helping them scale their businesses. And I am personally dedicated to continuing to ramp up our product investment to ensure that our pace of innovation, it only accelerates from here.

Start-ups 118

Start-ups Innovation Sales NPS 118

CX Journey

FEBRUARY 21, 2019

Once they land on your site, it needs to finish the work you started and convert a high number of visitors into customers. However, your conversion funnel may be lacking, creating a problematic customer experience (CX) rather than a positive one. Current customers often spend more than new ones per transaction, too.

CX 32

CX Start-ups Social Media Customer Acquisition 32

MattsenKumar

JUNE 3, 2021

Emerging markets recorded up to an 80% increase in online shopping during COVID-19. This becomes a status quo, and governments from around the world started following it. In the United States, people started hoarding toilet paper and packaged food products. The local government imposed a lockdown and controlled the spread.

E-commerce 52

E-commerce Retail Non-Profits Government 52