Customer Experience implementation & automation — Chip House // Insightly
- B2B
- CRM, Email Marketing, Data & Analytics
- SAAS
- Marketing Strategy, Branding, Growth Marketing, Performance Marketing
- Part 1CRMs that improve Digital Marketing performance — Chip House // Insightly
- Part 2 Customer Experience implementation & automation — Chip House // Insightly
Show Notes
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02:44Managing customer experiences as a midMost mid-market companies use CRMs to manage their customer data. This gives them access to better customer data and enables them to provide more personalized and satisfying customer experiences.
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04:09Managing and optimizing customer experience with limited resourcesSales and marketing teams are typically familiar with using CRMs and other SaaS tools. So, they use those tools to be relevant and provide personalized experiences no matter where a prospect is in the buyer's journey.
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05:46How CRMs enable nonCRMs allow you to decide how you want to respond. If someone downloads your ebook or study, you can have a rep follow up or put them through an automated nurture process before reaching out and potentially being creepy.
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07:53The significance of being journeyProspective buyers are more likely to engage in business with a company if they enjoy the sales process. So, its critical to be aware of whats happening with prospects no matter where they are in the journey.
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10:25Companies with aligned technology and customer dataCompanies with technology and customer data aligned across their marketing, sales, customer support, and success teams saw a significant increase in revenue last year. Generally, company alignment is self-reported.
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11:14How to figure out whether a company is alignedOrganizations that report alignment have higher retention, customer satisfaction, and growth rates. It starts with having technology that allows them to engage with customers in a personal way throughout the lifecycle.
Quotes
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"The number one reason organizations adopt a CRM is better customer data. If I have better customer data, I can be more authentic, responsive, and personalized with my customers." -Chip House, CMO, Insightly
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"A buyer is much more likely to do business with you if they enjoy the sales process." -Chip House, CMO, Insightly
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"Being journey-aware from the first touchpoint through to the most current touchpoint, no matter where in your organization, is critical." -Chip House, CMO, Insightly
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"Aligned companies say that theyre growing faster than companies that dont have alignment around customer data." -Chip House, CMO, Insightly
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"Companies with the best customer experiences are 2.5 times more likely to report significant growth than all others." -Chip House, CMO, Insightly
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"Over one-third of companies with completely aligned technology and customer data across marketing, sales, and customer success teams…compared with just 14% of those with less alignment." -Chip House, CMO, Insightly
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"Organizations that report alignment also are reporting higher retention rates, higher customer satisfaction rates, and higher growth rates." -Chip House, CMO, Insightly
- Part 1CRMs that improve Digital Marketing performance — Chip House // Insightly
- Part 2 Customer Experience implementation & automation — Chip House // Insightly
Up Next:
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Part 1CRMs that improve Digital Marketing performance — Chip House // Insightly
Chip House, Chief Marketing Officer at Insightly, discusses the role and importance of CRMs in improving digital marketing. Every business that deals with customer data needs a system to manage it. Yet, even sizable businesses today do not have a CRM and are still defaulting to spreadsheets to do the job. Today, Chip talks about CRMs that improve digital marketing performance.
Play Podcast -
Part 2Customer Experience implementation & automation — Chip House // Insightly
Chip House, Chief Marketing Officer at Insightly, discusses the role and importance of CRMs in improving digital marketing. Customer experiences matter and companies with the best customer experiences are more likely to report significant growth than other companies. But, the only way to provide those customer experiences is to have marketing, sales, and customer success teams aligned around customer data. Today, Chip talks about managing customer experience in a complex organization.
