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Mark D. Flanagan • February 20, 2018 • B2B Customer Onboarding

THE FIRST DAYS and weeks of a B2B relationship are critical toward driving customer satisfaction and building value. Companies must boost their customer understanding, fully align their functional groups, and improve communications in order to succeed during the onboarding period. And those achievements require appropriate investment. If your firm just gained a new business-to-business customer, a strong focus on performance in the first days or weeks of serving that customer can boost the lifetime value of the relationship. However, B2B product and service providers often fail to truly...

Mark D. Flanagan • March 29, 2017 • 

This blog post originally appeared in:

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Mark D. Flanagan • March 28, 2017 • 

What happens when a customer signs up for your product or service?

A lot of people think that that moment—the signup—is when they’ve “won” the customer.

But...

Mark D. Flanagan • June 23, 2016 • Wow, freemium

David Skok has published another detailed article about the advantages of free trials and freemiums, and more so about how to maximize the effectiveness of these methods.

Our highly shortened summary of his article...

"Wow! is the moment in a free trial where your buyer suddenly sees the benefit they get from using your product, and says to themselves “Wow! This is great!”.  It’s also the moment where you have converted them into a fan who is likely to buy."

We've all had that moment and want to give our prospects that experience.

But there is a lot of...

Mark D. Flanagan • June 1, 2016 • email

Seamus Egan, over at Huffington Post, has published five tips to starting off marketing relationships right, because as he points out in his first sentence, you only get once chance at first impressions.

Here is our quick summary, below is link the full story if you are hungry for more:

  1. Fast. Send something good right away to stay fresh in the minds of customers and prospects.
  2. Customize. Somehow who responds to a newsletter perhaps...
Mark D. Flanagan • May 23, 2016 • feedback

Vic Dadson's new article on B2C (Business 2 Community) looks into what is new in the world of on-boarding.

While she suggests that many successful businesses have always worked hard to deliver a quality experience for thie customers, it was more difficult to track the results, to find out how happy customers really are.

Today, with email, websites and web forms, Twitter, Linked-In, Facebook, and more, there are many ways to track customer satisfaction. But of course, you need...

Mark D. Flanagan • May 16, 2016 • churn, profit

 

David Skok has posted an extended article about reducing churn by keeping customers happy. He sets the stage nicely: "Because most startups are created by passionate product people, they tend to fall in love with their product and its features. Often this means that they lose touch with the simple messaging around business benefits."

It does take extra effort to reach out and really understand your client's needs, business model, and best ways to make use of your product or service. It may not always pay to make...

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