Putting on the Customer Marketing Hat!
Some companies are lucky if they have a dedicated “Customer Marketing” team. If you don’t have one, here are some hacks to fill in the gap without diluting focus from your CSM/ AM duties.
Tired of asking marketing for help?
Marketing teams have enough and more on their plate given the focus on growth.
Some companies are lucky if they have a dedicated “Customer Marketing” team. If you don’t have one, here are some hacks to fill in the gap without diluting focus from your CSM/ AM duties.
𝐋𝐞𝐭 your clients 𝐛𝐞 𝐭𝐡𝐞 𝐟𝐢𝐫𝐬𝐭 𝐭𝐨 𝐤𝐧𝐨𝐰 𝐚𝐛𝐨𝐮𝐭 𝐚 𝐧𝐞𝐰 𝐩𝐫𝐨𝐝𝐮𝐜𝐭 𝐥𝐚𝐮𝐧𝐜𝐡 – ever had a customer calling you with disappointment that they got to know of a new launch from social media and not you? Fix it.
𝐓𝐚𝐤𝐞 𝐟𝐞𝐞𝐝𝐛𝐚𝐜𝐤 𝐬𝐦𝐚𝐫𝐭𝐥𝐲 𝐚𝐧𝐝 𝐬𝐡𝐚𝐫𝐞 𝐢𝐭 𝐰𝐢𝐭𝐡 𝐭𝐡𝐞 𝐩𝐚𝐫𝐭𝐢𝐜𝐢𝐩𝐚𝐧𝐭𝐬 – Doing a training? No need to go back to office and send out a separate mail requesting feedback. Do it immediately after the training is over. Doing a webinar? Add a poll slide to collect feedback. Share the summary and what actions you will take immediately with the participants
𝐀𝐜𝐭 𝐨𝐧 𝐭𝐡𝐞𝐢𝐫 𝐟𝐞𝐞𝐝𝐛𝐚𝐜𝐤 – There is no better marketing than making your customers feel heard. When you act on their feedback inform them in a nice, personalised email.
𝐑𝐞𝐩𝐮𝐫𝐩𝐨𝐬𝐞 𝐜𝐨𝐧𝐭𝐞𝐧𝐭 – Use training material, FAQ, recurrent support tickets as fodder for weekly bite sized newsletter which you can mail merge to thoughtfully segmented of customers
𝐄𝐱𝐩𝐥𝐨𝐢𝐭 𝐢𝐧𝐢𝐭𝐢𝐚𝐭𝐢𝐯𝐞𝐬 𝐛𝐲 𝐲𝐨𝐮𝐫 𝐦𝐚𝐫𝐤𝐞𝐭𝐢𝐧𝐠 𝐭𝐞𝐚𝐦 – It’s easy to not bother with what marketing is doing. But be aligned with them. Are they hosting an event? Make sure relevant customers are invited. Marketing working on blogs? Let them know of topics your customers are interested in.
Collaborate – Finally add value to marketing and sales teams to receive support from them. Is customer success planning a webinar for customers? What if you open it to prospects and generate leads?
How are you marketing to your customers in the absence of a dedicated department?