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Outsource – A Dirty Word?

As a function of my role as Business Development Manager at ESG, I spend a lot of time talking with Customer Success leaders. And from those conversations, I’ve found that many of them very much dislike the idea of outsourcing any part of their business. In fact, I recently spoke with a gentleman who boldly […]

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The Customer Birth Certificate (CBC)

When you think of the milestones in life, you may think of graduating college, your first corporate job, marriage, parenthood, retirement, and building a legacy. And, some of these life events don’t even happen in sequential order (or at all). More often, they come in a “non-traditional” order and one is not a prerequisite to […]

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Who Owns Your Customer Communication? Marketing or Customer Success?

Fact: keeping customers is more cost effective than adding new ones. The numbers vary depending on industry, time scale, and who you ask, but the consensus is that it’s five to ten times more expensive to acquire a new customer than it is to retain an existing one. Furthermore, existing customers are more likely to […]

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Upgrade from Freemium to Premium with Tech Touch

Everyone loves free stuff — like free samples of fancy cheese at the grocery store. But there’s a reason the store hands out free samples, and it’s not out of the goodness of their heart. They want you to spend money on a whole block of the fancy cheese. Freemium SaaS models — where the […]

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Customer Success Tools: The New ATM?

In the 1980s, ATMs started to become widespread in banks across the country. Bank customers didn’t have to go up to the counter or interact with a human being at all in order to make a deposit or withdrawal, and tellers were worried. They thought ATMs would replace them, making their jobs unnecessary and at […]

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Marketing Automation: Combining Nurture with Education

What’s your definition of Marketing Automation? Marketing on steroids? That’s pretty much a common phrase to hear! In a nutshell, the sole purpose of any automated marketing program is to attract those that WANT to be attracted. At the end of the day, what do we want to do as a business? Nurture prospects, turn […]

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How to Create a Cross-Channel Strategy that Works

Troy Burk, CEO and Founder of Right On Interactive, shared this thought-provoking article with us, and we want to share it with you! How to create a cross-channel strategy that works By Troy Burk Creating a cross-channel engagement strategy ranks as one of the most significant marketing needs today. With so many businesses in the […]

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Gamification: Work and Play Do Mix

Gaming in the workplace and the learning space is a relatively new concept that is making gamification one of THE buzzwords of 2014. If people around the world are spending 3 billion hours a week playing video games, there must be a lure here that is worthy of checking into! Is gamification the latest fad […]

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Transforming Voice of Customer Through Social Listening

Have you ever stopped and listened, but didn’t hear anything? Probably unlikely. At the minimum, even if no one is physically speaking, we can hear the little things… our own heartbeat, the sigh of a coworker, the hum of a motor. We hear all day long but, are we really listening to the people around […]

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Finding Your Best-Fit Audience

Lauren Littlefield, Director of Marketing at Right On Interactive, shared this thought provoking article with us, and we want to share it with you! Finding your best-fit audience By Lauren Littlefield Do you know who is your brand’s audience? Do you have an ideal or “best-fit” customer? These are important questions to consider before implementing […]

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