“Why should my Customer Success (CS) team think marketing?” is a question I often hear from CS leaders. My short answer is that CS must evolve with the customer experience, and the experience is more digital and personal than ever before. Marketing wrote the book on digital and personalized engagement, so “thinking marketing” in CS is an easy win for higher engagement. But there’s a much deeper rationale I’d like to share.
One of the classic questions I get is “how do I measure and show results from customer advocacy”?, some even add “and quick results” to the query 🚀. Although customer advocacy should be viewed as a growth strategy, it can be fine tuned to show results early on.
Customer Advocacy is a business initiative with real goals measurements and improvement paths. While each company should define specific key performance indicators (KPIs) and timeframes at get go, the focus of this article is on bottom-line measurements.
So, here’s how to show results, fast, and with $$$$ signs at the end 😊
Tags: customer marketing,, customer advocacy, referral marketing, advocacy automation, voice of the customer, references, advocate marketing, social selling, customer-based lead generation, q4 sales growth, growth hacking, customer centric, customer success