Customer journey

During a recession, it’s inevitable that budgets are cut, teams reduced, and plans scaled back. And it’s often marketing that gets the first cuts. But here, we have the tools you need to take a proactive approach to shoring up your marketing budgets, making them anti-fragile and recession-proof....

Discover how aligning customer marketing and success teams can drive retention, boost post-sale revenue, and deliver seamless customer experiences. This report outlines four actionable strategies to overcome role ambiguity and create stronger, more profitable customer relationships....

Although often represented in linear form, the reality is that there are often cycles or skipping across the journey. It’s key to mention that each consumer will approach this journey differently - this is why customer personas are at the heart of customer journey work....

I want to dive into the sudden rise in hybrid B2B purchasing and offer some strategic best practices for implementing this approach in your own organization....

Understanding customer goals is super important for marketers because it helps you figure out how to talk to people in a way that really hits home....

In this episode of Customer Marketing Catch-up, Annie Eissler, VP of Customer, Partner & Expert Insights Marketing at AlphaSense talks to us about the importance of customer experience and how customer journey mapping can help align teams to support retention and growth....

In this episode of Customer Marketing Catch-up, Virgnia Bryant, Director of Customer Marketing at Github talks to us about the next stage of evolution for customer marketing....

While customer marketing and community marketing are each rock-solid strategies in their own right, they can complement each other - like macaroni and cheese - both versatile and important in their own right, but even more brilliant together....

Customer marketing is a science. Along with needing to do research, conduct experiments, and prove findings, customer marketing also has its fair share of specific concepts and lingo you'll have to learn....

In this episode of Customer Marketing Catch-up, we talk to Meaghan Sullivan, Marketing Customer Programs Lead at Google, about how to excel in the digital workplace as a customer marketer....

In this episode of Customer Marketing Catch-up, we talk to Cetiera Carmona, Senior Manager, Customer Growth at BigCommerce, about the five types of customer data to leverage during the growth stage of the customer journey....

We’re very excited to share our top tips for building a powerful upsell engine that drives value for your customers and revenue for your business. If you're just getting started with building upsell programs and campaigns, our tips are laid out in our suggested order of operation....

Reducing customer cognitive load (how much they're thinking before making a purchase) to improve their experience - article explains what it is, why it's important, and how to reduce it....

Customer marketing is a position that often supports and aids other areas of the business where they're not commonly involved. It's a role most commonly refered to as a post-purchase position, and yet customer marketers need to have a basic understanding of the whole customer journey....

"The first thing to understand is that all customers are looking for more than a product..." In this episode, we talk to Jennifer Susinski about her understanding of customer advocacy as a customer advocacy and experience manager for over seven years....