Customer Advocacy

/Customer Advocacy
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The Definition of Customer Advocacy

By | 2018-06-29T09:57:09+00:00 June 29th, 2018|Customer Advocacy|

Customer experiences are king especially if you’re in a highly competitive industry. We have long known this to be true for B2C companies like airlines, hotels, banks, consumer goods etc that earn the loyalty of their customers based upon positive experiences. Our VP of Customer Advocacy, John Warne, believes this is true for B2B companies as well. Today, every B2B customer has choices to make and there are many viable competitors to choose from. There’s [...]

Everything you Need to Know About Customer Advocacy

By | 2018-05-31T13:56:33+00:00 May 31st, 2018|Customer Advocacy|

Chapter 1: From Customer Experience to Customer Advocacy (a Primer) While there’s plenty of chatter about Customer Success being your “driving purpose” in a post-sales strategy, we have a slightly different take. Your customer’s success is a critical step on the road to garnering their loyalty and, ultimately, their advocacy. Attaining this end goal starts with how you manage your customer experiences. In a recent LinkedIn forum discussion, Customer Success enthusiasts debated the definitions of [...]

Hubspot: How Do You Build Customer Loyalty? Lessons from a Lemonade Stand

By | 2018-06-05T16:16:45+00:00 April 17th, 2018|Customer Advocacy, Customer Success, Customer Success Best Practices, Featured In|

Did you ever run a lemonade stand growing up? If not, you can surely recall seeing the scenario play out on TV or in a movie: A small child tries to peddle lemonade for a quarter -- it’s young entrepreneurship at its best. What do you do when you happen upon the adorable and smart neighbor who regularly sells lemonade on the corner to raise money for a team fundraiser, for example? You stop and buy some, [...]

Customer Success is not enough

By | 2018-04-11T10:47:16+00:00 April 10th, 2018|Customer Advocacy|

Ask 10 CSMs what success in their job means to them, and they will have 10 answers, ranging from: keeping my customers from churning onboarding my customers successfully helping my customers adopt our solution identifying opportunities within accounts for growth facilitating my customers’ attainment of outcomes managing the renewal process None of these are wrong. They are all part of many CSM job descriptions. However, to limit customer success to these roles alone is not [...]

From Customer Experience to Customer Advocacy (a Primer)

By | 2018-05-31T15:48:36+00:00 March 12th, 2018|Customer Advocacy|

While there’s plenty of chatter about Customer Success being your “driving purpose” in a post-sales strategy, we have a slightly different take. Your customer’s success is a critical step on the road to garnering their loyalty and, ultimately, their advocacy. Attaining this end goal starts with how you manage your customer experiences. In a recent LinkedIn forum discussion, Customer Success enthusiasts debated the definitions of Customer Experience and Customer Success. As we ignite the fire [...]