The Year of the Customer Marketer - 2017 Benchmark Report Presentation

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Customer Marketing is in a transformational phase. Organizations are identifying and leveraging the success of their customer advocates to not only be a key market differentiator but also drive revenue growth through the incredible experiences you make for them. In this webinar, industry leaders from Koyne Marketing, aPriori Technologies, Genesys, and Gainsight join Influitive for a panel discussion on the current state of customer marketing in 2017. You can read the full Customer Marketing Benchmark Report here http://influitive.com/resources/benchmark-report-2017-state-customer-marketing/

Business

@INFLUITIVE@INFLUITIVE
The Year of the Customer
Marketer
2017 Benchmark Report Presentation
January 26 10 AM PT | 1PM ET

@INFLUITIVE@INFLUITIVE
Steve Gershik
CEO and
Principal
Koyne Marketing
Jim Williams
VP Marketing
Influitive
Nicole Granucci
Head of Global
Customer Marketing
Genesys
Sandy Turcotte-Lim
Director, Advocate &
Content Marketing
aPriori Technologies
Will Robins
Sr Business
Operations Associate
Gainsight

@INFLUITIVE
Creating
Advocates
Marketing to
Customers

@INFLUITIVE@INFLUITIVE
Housekeeping
● Presentation: 35-40 minutes
● Q&A to follow
● Haven’t read the report?
Download it at Influitive.com
under Resources

@INFLUITIVE
Company
Type
Respondent
Role
HQ Location
Annual
Revenue
60%
under $25
million
40% over
$26
million
77%
B2B
7% B2C
83%
North
America
13%
Europe
55% in
Marketing
Roles
22%
CEO/Owner
10% in
Customer
Service
Roles

@INFLUITIVE
Customer Marketing: Poised for Growth
expect their programs
to grow
93%
will increase staffing
or budget 62%

@INFLUITIVE
More strategic alignment needed between
activities and metrics
Most widely used customer marketing activities. Most tracked customer marketing metrics.

@INFLUITIVE
Customer Marketers Need Help Reporting
Revenue
27%
do not track
program results

@INFLUITIVE
B2B’s New Power Couple: CMO & VP CS
18%
do not have a customer
satisfaction program in
place
100% of these were small
companiesYears of customer satisfaction program.

@INFLUITIVE
Large companies are more satisfied with their
customer marketing programs
Corresponding Trends
● Revenue
● Customer Satisfaction
Programs
Satisfaction with customer marketing results
Why?

@INFLUITIVE
AdvocateHub, the Advocate Marketing Platform
mobileweb embedded

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The Year of the Customer Marketer - 2017 Benchmark Report Presentation

1. @INFLUITIVE@INFLUITIVE The Year of the Customer Marketer 2017 Benchmark Report Presentation January 26 10 AM PT | 1PM ET

2. @INFLUITIVE@INFLUITIVE Steve Gershik CEO and Principal Koyne Marketing Jim Williams VP Marketing Influitive Nicole Granucci Head of Global Customer Marketing Genesys Sandy Turcotte-Lim Director, Advocate & Content Marketing aPriori Technologies Will Robins Sr Business Operations Associate Gainsight

3. @INFLUITIVE Creating Advocates Marketing to Customers

4. @INFLUITIVE@INFLUITIVE Housekeeping ● Presentation: 35-40 minutes ● Q&A to follow ● Haven’t read the report? Download it at Influitive.com under Resources

5. @INFLUITIVE Company Type Respondent Role HQ Location Annual Revenue 60% under $25 million 40% over $26 million 77% B2B 7% B2C 83% North America 13% Europe 55% in Marketing Roles 22% CEO/Owner 10% in Customer Service Roles

6. @INFLUITIVE Customer Marketing: Poised for Growth expect their programs to grow 93% will increase staffing or budget 62%

7. @INFLUITIVE More strategic alignment needed between activities and metrics Most widely used customer marketing activities. Most tracked customer marketing metrics.

8. @INFLUITIVE Customer Marketers Need Help Reporting Revenue 27% do not track program results

9. @INFLUITIVE B2B’s New Power Couple: CMO & VP CS 18% do not have a customer satisfaction program in place 100% of these were small companiesYears of customer satisfaction program.

10. @INFLUITIVE Large companies are more satisfied with their customer marketing programs Corresponding Trends ● Revenue ● Customer Satisfaction Programs Satisfaction with customer marketing results Why?

11. @INFLUITIVE AdvocateHub, the Advocate Marketing Platform mobileweb embedded

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