Podcasts about customer lifecycle

Send us Fan MailGuest: You Mon Tsang, Co-Founder & CEO of ChurnZero  --  In this episode of SaaS Backwards, Ken Lempit talks with ChurnZero co-founder and CEO You Mon Tsang about why retention and expansion are becoming core drivers of SaaS growth, not just post-sale activities. As investors put more weight on metrics like NRR and GRR, founders need to rethink how they build and scale their companies. They discuss why customer success should be designed into the product and operating model from the beginning, and why too many companies still underinvest in their existing customer base. The conversation also explores how AI is reshaping customer teams—removing low-value work while making teams more strategic—and why trust, proof of ROI, and customer context are critical in a crowded SaaS market. Key takeaways Retention is now a primary driver of SaaS growth.  Customer success needs to be built in early, not added later.  AI is most valuable when it enhances human decision-making.  Strong customer context leads to better outcomes and expansion.  Trust and proof matter more than ever in the AI era.---Stalled pipeline? Lost deals? Diagnose your GTM gaps with a free, actionable checkup. 

Marketing im Kopf - ein Podcast von Luis BinderIn dieser Folge wird über verschiedene Unternehmen gesprochen, da Markennamen genannt werden, handelt es sich um UNBEZAHLTE WERBUNG!In dieser Folge: In der heutigen Podcastfolge von Marketing im Kopf geht's um 2 Konzepte, die im Kundenbeziehungsmanagement eine wichtige Rolle spielen: die Erfolgskette und den Customer Lifecycle. Es geht darum, wie Marketingmaßnahmen nicht direkt wirken, sondern über mehrere Zwischenstationen und warum reine Kundenzufriedenheit nicht ausreicht, um echte Loyalität zu erzeugen. Außerdem schauen wir uns an, was moderierenden Faktoren bedeuten und warum das Commitment von Kunden mindestens genauso wichtig ist wie ihre Zufriedenheit.____________________________________________Marketing-News der Woche:Welche Marken in Deutschland wirklich zählenKantar hat das Markenranking BrandZ Germany veröffentlicht. Das Modell kombiniert wirtschaftliche Kennzahlen mit echter Verbraucherwahrnehmung und zeigt: Markenwert entsteht nicht durch Bekanntheit allein. Marken, die konsequent in ihre Markenstrategie investieren, performen finanziell besser als der Marktdurchschnitt. Umzugskartons statt TarifwerbungKostenlos Umzugskartons statt Tarifwerbung: Vodafone hat eine neue Art der Werbung für sich entdeckt und unterstützt potenzielle Kunden im stressigen Umzugs-Moment. Genau dann, wenn Leute ohnehin entsprechende Entscheidungen treffen. Ein schönes Beispiel für Contextual Marketing, das wirklich zur Lebenssituation passt. Nicht unbedingt werblich, sondern hilfreich. US-Marken unter Druck: Kaufboykott wegen Trump?Von Strafzöllen bis zur angedrohten Annexion Grönlands: Die aktuelle US-Politik sorgt dafür, dass viele Menschen in Deutschland die USA und US-Marken kritischer sehen, auch, wenn die Marken erst mal weiterhin gekauft werden. Das Risiko gibt es aber und für Marken mit US-Mutterfirma eine Kommunikationsaufgabe.⁠KI frisst deinen Website-TrafficImmer mehr Menschen sprechen mit KI statt zu suchen und die Maschinen beginnen, Antworten und Entscheidungen zu übernehmen. Wer Antworten direkt bei ChatGPT oder Perplexity bekommt, klickt seltener auf klassische Websites. Content allein reicht nicht mehr. Sichtbarkeit in KI-Ergebnissen (Generative Engine Optimisation/GEO bzw. Answer Engine Optimisation/AEO) wird immer wichtiger.____________________________________________Vernetz dich gerne auf LinkedIn: ⁠https://www.linkedin.com/in/luisbinder/⁠ Instagram: https://www.instagram.com/marketingimkopf/Du hast Fragen, Anregungen oder Ideen? Melde dich unter: marketingimkopf@gmail.com Die Website zum Podcast findest du hier. [⁠⁠⁠https://bit.ly/2WN7tH5⁠⁠⁠]

What if every customer interaction – from sales to success – could be handled seamlessly by one Customer Agent? In this episode, Franka Martinovic, Director of Customer Support at Intercom, sits down with Rati Zvirawa, Director of Product Management at Intercom, to discuss the bold vision behind this reality we're moving towards with Fin. They discuss how a Customer Agent removes friction from the customer journey, the opportunities this unlocks for CX leaders, and why the companies leaning in early are gaining a powerful competitive edge.Watch this episode on YouTube: https://youtu.be/n1zKLUphn2c?si=cZtofh_5URe6yovoNewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Learn more about Pioneer: pioneer.fin.aiExplore Fin: https://www.fin.aiRead customer success stories: https://www.intercom.com/customersProduct FAQs: https://www.intercom.com/helpSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode of B2B Sales Trends, Harry Kendlbacher speaks with Rafa Mercado, VP, US Consumer & Travel Market Leader at Kyndryl, about redefining growth and building customer partnerships that last beyond the close. Rafa shares how Kyndryl is breaking down silos between sales and delivery, driving value after the deal is signed, and helping sellers stay relevant in a world of AI and hyper-informed buyers. Inside the conversation: - Why customer growth starts with helping clients grow — and how evidence-based impact builds credibility. - How to create tighter alignment between sales and delivery to ensure value is delivered. - Why post-sale value and proactive partnerships matter more than ever. - How enablement must evolve — and why sellers need to embrace self-enablement with AI. - The pillars of leading strategic conversations: industry acumen, financial literacy, challenger mindset, and executive presence. - How buying behavior is shifting — and why sellers must move from transactions to continuous value co-creation. If you want to understand what it takes to turn customer relationships into lasting partnerships, this episode is full of actionable insights.

Most business owners focus on attracting new leads but overlook one critical stage—nurturing and onboarding the customers they already have. In this episode, Sally Sparks-Cousins shares how to use customer lifecycle automation to prevent leads from slipping through the cracks and keep clients engaged from day one. You'll learn how to: Build lead collection campaigns that attract your dream clients Convert more leads with follow-up and long-term nurture sequences Keep engagement high with consistent, automated communication Present timely offers that turn warm leads into loyal customers If you've ever built an email list only to let it go cold, this tip will help you create an automation system that works while you sleep.

Send us a textThis episode of the Customer Success Playbook podcast is a breath of fresh Livingston, Montana air. Kevin Metzger sits down with Katie Smith, fractional CMO and founder of Wild Path Consulting, to unpack how strategic marketing and proactive customer listening can transform customer relationships and drive sustainable growth. Katie dives into tactics that ensure continuous customer engagement, especially in volatile markets, and shares actionable insights on how aligning customer feedback with marketing can unlock next-level success.Detailed Analysis: Katie Smith's marketing philosophy is simple but potent: Always keep your ear to the ground. As a fractional Chief Marketing Officer, she specializes in building scalable strategies by embedding listening loops throughout the customer lifecycle. In this episode, Katie unpacks the critical role of subtle, continuous feedback gathering—from onboarding questions like "What are you most excited about?" to reflective prompts such as "What has changed the most for you?"She emphasizes integrating these questions into everyday interactions rather than relying on clunky surveys. It's about embedding marketing intelligence into the customer success function. And here's the kicker: Katie makes a strong case that the insights from customer success should be fueling marketing strategy just as much as sales data does. That shift in mindset helps brands stay ahead of the curve—adjusting messaging, realigning offerings, and reinforcing value in real time.The conversation also touches on the broader organizational alignment between marketing and customer success teams. With fast-moving market shifts, this collaboration isn't just beneficial; it's essential. Katie leaves us with a compelling preview of part two, where the focus sharpens on co-owning long-term value across departments.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

In this episode of the Used Car Dealer Podcast, Zach talks with Tim Zierden, Chief Operating Officer at TradePending, to unpack how the company's trade-in, payment, video, and retention tools are “making automotive simple” for more than 5,000 dealerships. Tim shares what drew him to the role after two decades at Cox Automotive, KAR Global, and Dealertrack, the biggest milestones powering TradePending's recent expansion, and how real-time data helps dealers outpace tariff-driven price swings. The conversation also dives into AI-lite automation vs. personal video, the rise of CDPs, and the customer-life-cycle tactics that turn online shoppers into lifelong service customers. Whether you're wrestling with affordability headwinds or hunting for higher-ROI digital retailing solutions, Tim's insights are a must-listen.Below are the main questions Zach asks Tim, along with timestamps:00:37 Q) What pulled you toward TradePending after two decades in auto-tech?02:52 Q) Beyond the recent acquisitions, which milestone mattered most for the company's growth?04:01 Q) How does your “make automotive simple” mantra guide product decisions?05:21 Q) What's the biggest thing dealers say TradePending improves for engagement and sales?08:54 Q) How do you keep onboarding painless and support seamless for new clients?10:59 Q) How is TradePending helping dealers navigate today's tariff-driven price swings?14:49 Q) Which emerging tech or consumer habits will reshape dealerships next?17:19 Q) What fresh innovations are you rolling out to keep dealers competitive?19:27 Q) What key factors should dealers weigh when choosing digital-retail and trade-in tools?Listen to more episodes here: https://www.sellyautomotive.com/podcastRead the full transcription: https://blog.sellyautomotive.com/blog/tim-trade-pending

Could your digital business benefit from more physical marketing? Mark Stern is reimagining direct mail with experiential boxes designed to set your customers up for success and extend lifetime value.  Mark is a serial entrepreneur and founder of the Custom Box Agency, a design agency that specializes in optimizing the customer journey through direct mail. His innovative work caught the attention of Forbes, which featured him as one of the Next 1,000 Entrepreneurs redefining the American Dream. He was also highlighted in Joey Coleman's Wall Street Journal Bestseller, Never Lose an Employee Again. Before embarking on his entrepreneurial path, Stern was a top-ranked strategy consultant at Deloitte Consulting, the world's largest consulting firm. He is an MBA graduate from Duke University. Stern is also a six-time Spartan Trifecta holder and serves as a mentor at South by Southwest (SXSW), guiding up-and-coming startups.  Connecting the Digital to the Physical The idea for the Custom Box Agency was born out of Mark's experience buying online courses. After spending $2,000+ on a course, he was left to print out the workbook or go to the store to track down what he needed to get started. Oftentimes, he didn't end up starting at all. He began to wonder how course creators could better set their students up for success–beyond simply sending swag with the company logo. When Mark started shipping out his boxes, the idea immediately caught on. People shared unboxing videos and became unofficial ambassadors and salespeople for the business. In the first year, Custom Box Agency grew from zero to a million dollars in revenue, all through organic word-of-mouth. The 3 Customer Journeys One key aspect of Mark's custom box business is tailoring the boxes to the customer journey. There are three different types of journeys throughout the customer lifecycle: acquisition, delivery, and retention. And within those journeys, there are multiple steps. On the acquisition journey, prospects might discover you through social media, SEO, or in-person events. After someone finds you, you don't necessarily want to pitch them right away–those are cold leads. So you might nurture them through case studies, demos, or free content to build more of a relationship with them. From there, you have to close them as a customer. What does the point of sale look like?  After someone buys your product, you need to take them from onboarding to delivering the value you promised. Retention involves recognizing your clients. How do you celebrate them when they hit a milestone or introduce the next way that you can serve them? If someone goes through one journey, the question is, what's next?  Enjoy this episode with Mark Stern… Soundbytes 5:57-6:22 “If you have something digital, you need something physical to complement it. And now, in this day and age, where it's becoming even more relevant, is the rise of AI. We have so much digital content being pumped into the system. When we think about experience, design experiences seen through the senses, everything digital is only what you see and hear. A podcast is what you hear, YouTube is what you see and hear, and Facebook scrolling is what you see. I can activate the kinesthetic, touch, taste, and smell.” 13:28-13:42 “Recognition is huge. How do I celebrate you and see you when you hit a milestone or introduce the next way that I can serve you? So when we think about journey stacking, if people get through one journey, the question is, what's next? And that becomes the retention play. How do I extend the relationship and extend lifetime value?”  25:32-25:57 “How are we thinking about the programs we're creating, and are we engineering a replayable story? And we should be. The example I tell course creators and coaches all the time is, have you ever played a song and then six months later, listened to the song again and it had a new meaning? Or have you ever watched a movie and then years later, watched it again and it was a completely different experience? That's because we evolve.”  Quotes “It started this idea of, if you have something digital, you need something physical to compliment it.” “We went from zero to a million in the first year via word of mouth, just because we had a unique perspective on how can we truly set people up for success.” “Swag means stuff without a goal. Stop sending people stuff. Truly engineer the things that they need to be set up for success.” “People love getting surprises in the mail.”  “As an entrepreneur, it's important that we hold a bigger vision for our people than they hold for themselves.”  Links mentioned in this episode: From Our Guest Website: https://customboxagency.com/ Connect with Mark Stern on LinkedIn: https://www.linkedin.com/in/marustern/ Connect with brandiD Download our free guide to learn 16 crucial website updates that attract more leads and convert visitors into clients: https://thebrandid.com/website-tweaks/ Ready to elevate your digital presence with a powerful brand or website? Contact us here: https://thebrandid.com/contact-form/

Welcome back to another exciting episode of Straight Talk with Sally! In this week's show, we dive deep into the 7 Stages of the Customer Lifecycle and explore how automating these stages can revolutionise your business. If you're a small business owner, coach, or consultant looking to streamline your processes, this episode is for you!   Stay Connected & Get Exclusive Access: Join the Private OmniSAM Community: omnisam.com.au/gsdgroup Facebook Group: gsdfb.omnisam.com.au Watch the Live Stream & Subscribe for More Updates: OmniSAM YouTube: youtube.com/@omnisam Sally Sparks-Cousins YouTube: youtube.com/@sallysparkscousins Stay ahead of the curve and make the most of OmniSAM's powerful features—tune in now! 

There's a common misconception of the customer journey. It's often mistaken as the path to becoming a customer. Rather there should be emphasis on viewing it as a continuous cycle that extends beyond the initial sale. Join Doug and Jess as they discuss the significance of focusing on the entire customer lifecycle and the crucial role of revenue operations in mapping the customer journey. For updates on new episodes follow us on:LinkedIn: Lift Enablement, Doug Davidoff, Jess CardenasSubscribe to our YouTube channel!You can access the show notes and watch the video version of the show on our page. Thanks for listening and remember to just say no to shitty RevOps!

From the archive: This episode was originally recorded and published in 2021. Our interviews on Entrepreneurs On Fire are meant to be evergreen, and we do our best to confirm that all offers and URL's in these archive episodes are still relevant. Saumil Mehta leads Square's Square Point of Sale and CRM business unit. His responsibilities include overall ownership and organizational management across multiple functional disciplines, including Product, Engineering, and Design. Top 3 Value Bombs 1. Square's mission is to democratize access and participation in the economy for traditional or underserved audiences. 2. As entrepreneurs, you can now use the most robust tools available to design an exceptional customer lifecycle that helps your brand be omni-channel friendly. 3. It is not too early to get started today in producing outstanding customer experiences and brand advocates. Visit for more information on how to start, run, and grow your business with Square - Square's Business Resource Center Sponsors HubSpot When you combine the power of Marketing Hub and Content Hub, you can have your best quarter, every quarter. Visit Hubspot.com/marketers to learn more ThriveTime Show: Attend the world's highest rated business growth workshop taught personally by Clay Clark and NOW featuring Rich Dad Poor Dad Author Robert Kiyosaki and Eric Trump at ThrivetimeShow.com/eofire Optimize: To chat with JLD about Optimizing your life, click here: EOFire.com/optimize

From the archive: This episode was originally recorded and published in 2021. Our interviews on Entrepreneurs On Fire are meant to be evergreen, and we do our best to confirm that all offers and URL's in these archive episodes are still relevant. Saumil Mehta leads Square's Square Point of Sale and CRM business unit. His responsibilities include overall ownership and organizational management across multiple functional disciplines, including Product, Engineering, and Design. Top 3 Value Bombs 1. Square's mission is to democratize access and participation in the economy for traditional or underserved audiences. 2. As entrepreneurs, you can now use the most robust tools available to design an exceptional customer lifecycle that helps your brand be omni-channel friendly. 3. It is not too early to get started today in producing outstanding customer experiences and brand advocates. Visit for more information on how to start, run, and grow your business with Square - Square's Business Resource Center Sponsors HubSpot When you combine the power of Marketing Hub and Content Hub, you can have your best quarter, every quarter. Visit Hubspot.com/marketers to learn more ThriveTime Show: Attend the world's highest rated business growth workshop taught personally by Clay Clark and NOW featuring Rich Dad Poor Dad Author Robert Kiyosaki and Eric Trump at ThrivetimeShow.com/eofire Optimize: To chat with JLD about Optimizing your life, click here: EOFire.com/optimize

In this episode of the CX Insider Podcast, we're joined by Mohammed, an expert with over 15 years in customer-centric roles across telecom, retail, and NGOs. Now in the optical industry, Mohammed shares his insights into the unique challenges of customer experience in a space where healthcare meets luxury. Whether you're in retail, customer service, or just passionate about CX, this episode offers valuable lessons on putting customers at the heart of every business decision.   Content:   00:00 - Introduction   02:11– About Mohamed   04:53 – Brand Differentiation   07:57– Evolving Expectations   10:03– In Store Vs Online   15:32– Customer Retention   20:11 – Customer Lifecycle   22:39 – CX Basics   30:44 – Regional Preferences   35:06 – Quick-Fire Round

Send us a textThe conversation delves into the intricacies of the customer lifecycle, challenging the oversimplified view many companies hold. Armaly introduces the concept of customer satisfaction as a dynamic, wave-like journey, emphasizing the importance of understanding and adapting to its ebbs and flows. The discussion covers crucial aspects of customer success, including seamless handoffs between departments, data-driven processes, personalized enablement, and the strategic use of AI in enhancing customer relationships.Detailed AnalysisThe Dynamic Customer Journey: Armaly dispels the myth of a linear customer journey, likening it instead to riding a roller coaster or surfing a wave. This analogy underscores the emotional and unpredictable nature of customer satisfaction, urging businesses to adopt a more nuanced approach to customer success.Seamless Departmental Transitions: The podcast highlights the critical importance of smooth handoffs between different teams, from sales to onboarding to enablement. Armaly stresses that these transitions are pivotal in maintaining customer momentum and preventing friction that could lead to negative perceptions.Data-Driven Customer Success: The conversation emphasizes the need for unified, data-driven processes across organizations. Access to comprehensive customer information enables personalized interactions and timely support, contributing to a more effective customer success strategy.Personalized Onboarding and Enablement: Armaly advocates for tailored onboarding experiences, recognizing that each customer has unique needs and learning styles. The discussion extends to enablement, emphasizing the importance of empowering customers to understand the full potential of products in solving their specific challenges.Health Scoring and Proactive Management: The podcast delves into the concept of sophisticated health scoring systems as a "crucible for business transformation." These systems provide real-time insights into customer relationship health, allowing for proactive intervention and risk mitigation.The Role of AI in Customer Success: Armaly shares insights on how AI is revolutionizing customer relationship management, citing examples from Oracle. He emphasizes the need for a strategic approach to AI implementation, balancing automation with the essential human touch in customer interactions.Breaking Down Silos: The discussion touches on the potential of AI to break down organizational silos, fostering a more collaborative and customer-centric approach across different departments.The Human Element in Customer Success: Despite the focus on technology and data, the podcast reinforces the importance of human connection in building lasting customer relationships, as exemplified by Armaly's personal anecdotes.This episode provides valuable insights for businesses looking to enhance their customer success strategies, offering a blend of strategic thinking, practical advice, and forward-looking perspectives on the evolving landscape of customer relationship management.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textSummaryIn this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger engage in an insightful discussion with Peter Armaly,  about the intricacies of the customer lifecycle. The conversation delves into the dangers of oversimplifying customer engagement, the importance of seamless handoffs between teams, and strategies for driving adoption and optimization throughout the customer journey.Detailed AnalysisUnderstanding the Customer LifecyclePeter Armaly emphasizes the risks of oversimplifying the customer lifecycle, highlighting that it can lead to misunderstandings and potential churn. He stresses the importance of recognizing the natural ebbs and flows in customer satisfaction and the need for processes and people to be in place to address these fluctuations.Onboarding and EnablementThe discussion covers the critical phases of onboarding and enablement. Armaly underscores the importance of clear communication, setting specific expectations, and personalizing the experience for each customer. He advocates for multi-format learning plans and regular check-ins to ensure progress.Optimization and RenewalsA significant portion of the conversation focuses on the often-overlooked optimization phase. Armaly promotes the use of sophisticated health scoring systems to continuously monitor customer progress towards their desired outcomes. He argues that optimization should be an ongoing process rather than a last-minute effort before renewal.Cross-Functional CommunicationThe podcast highlights the necessity of regular communication between customer success, sales, and renewal teams. This collaboration ensures a comprehensive understanding of the customer's situation and helps identify upsell opportunities and potential risks early on.AI in Customer SuccessThe conversation concludes with a discussion on the role of AI in customer success. Armaly sees AI as a valuable tool for automating mundane tasks, improving CRM systems, and potentially breaking down organizational silos. However, he cautions against unstructured experimentation and advocates for a centralized, strategic approach to AI implementation in customer success operations.Business-Relevant InsightsOversimplification of the customer lifecycle can lead to misaligned expectations and increased churn.Personalized enablement and training plans are crucial for customer adoption and success.Continuous optimization throughout the customer journey is more effective than focusing solely on renewal periods.Cross-functional communication between customer success, sales, and renewal teams is vital for a holistic understanding of customer health.AI has the potential to significantly improve efficiency in customer success operations, but its implementation should be strategic and centralized.Find Peter on LinkedinPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Hello and welcome to the PreSales podcast, is your host and PreSales Collective general manager Chris Mabry.  Today I'm speaking with Julia Lustig, SE Leader at Seismic and Co-Host of the Revenue Circus Podcast. We explore how to create content on Linkedin,  the future of solution consulting examining how this role is evolving in response to new challenges and technologies. We also discuss the importance of collaboration across departments and how AI is reshaping the pre-sales landscape. You can find Julia Lustig on LinkedIn: https://www.linkedin.com/in/julia-lustig/ Remember, these insights are not just theoretical; they are actionable strategies you can implement in your own work. Thanks for tuning in, at PreSales Collective we are all about connecting and learning and growing together. we look forward to seeing you next time!

In this episode, Austin LaRoche, CEO of Attack Interactive, discusses strategies for attracting, converting, and closing customers in the e-commerce industry. He emphasizes the importance of diversifying marketing channels and understanding the target market to improve the attract phase of the customer journey. Austin also highlights the differences between B2B and B2C approaches to converting leads. He stresses the significance of delighting customers and creating a positive experience to encourage customer loyalty. Austin provides actionable tips, including focusing on conversion metrics, simplifying reporting, and prioritizing performance marketing over brand marketing. Key Episode Takeaways: Diversify marketing channels to attract a variety of customers Understand the target market and tailor marketing efforts accordingly Differentiate between B2B and B2C approaches to converting leads Delight customers to encourage loyalty and positive word-of-mouth Focus on conversion metrics, simplify reporting, and prioritize performance marketing If you feel Austin and his team at ATAK Interactive can help you, you may visit: https://www.atakinteractive.com/  For show transcript and past guests, please visit https://www.ecommercemarketingpodcast.com Or on YouTube at: https://www.youtube.com/channel/UC3PgT0NOGzpdPGQtBK0XLIQ  Follow Arlen: Twitter: https://twitter.com/askarlen   Facebook: https://www.facebook.com/arlen.robinson.7   Instagram: https://www.instagram.com/arlenyohance/   LinkedIn: https://www.linkedin.com/in/arlenrobinson/   Past guests on the ecommerce marketing podcast include Neil Patel, Nemo Chu, Luke Lintz, Luke Carthy, Amber Armstrong, Kris Ruby and many more. Thanks for listening. Be sure to subscribe and leave a review.  

In this episode of Enterprising Insights, host Keith Kirkpatrick discusses the state of Omnichannel Communications, delving into some statistics around the current utilization of omnichannel engagement strategies and channels, discusses a survey highlighting retailers' use of the approach and discusses the challenges that are still facing the market. Finally, he will close out the show with the “Rant or Rave” segment, where Kirkpatrick picks one item in the market, and he will either champion or criticize it.  

In this Inner Edison Podcast episode, host Ed Parcaut is joined by special guest Mark Stern, founder of CustomBoxAgency.com, to discuss the critical aspects of defining success metrics, effective onboarding, and enhancing the customer journey.

In this episode of Let's talk ABM, we speak with Marcelo Fernandes, Global Head of Adoption & ABM, Vice-President at SAP, about the power of Customer Lifecycle ABM. Marcelo is a seasoned B2B Marketer with more than 25 years of experience in technology marketing and entrepreneurship. In his current role, he oversees two key strategic initiatives at SAP - Account-based Marketing and Adoption.Here's what they cover: The evolution of ABM at SAP The rollout and impact of a global ABM Framework How SAP chooses accounts for its ABM program Why ABM is key to customer adoption and advocacy

This week on the Revenue Insights Podcast, we are joined by Anthony Palladino, Chief Revenue Officer, Blake Kelly, Head of Enablement and Partnerships and Kirsten Vonck, Head of Customer Success at Mabl. In this episode, Lee, Anthony, Blake and Kirsten explore how the Value Hypothesis framework goes beyond basic discovery to drive sales success and improve customer lifecycle management. They delve into strategies for building trust, creating compelling value propositions, and fostering consultative relationships. They further delve into the importance of understanding customer environments, maintaining credibility, and continuously iterating on account plans. Additionally, they share insights on leveraging AI and other technologies to enhance the sales process and deliver consistent value to clients. Anthony is a growth leader with a track record of driving significant revenue increases and building robust customer-facing organizations. At Splunk, he led the Americas Field Organization from pre-IPO to $1 billion in revenue, and as Chief Revenue Officer at Aisera, he increased revenue eightfold. Before joining Mabl, where he will drive global adoption of their low-code intelligent test automation, he quadrupled revenue as Senior Vice President at CloudBees. Blake is a high-performing professional with over a decade of experience in customer-facing roles, who founded the Postman GTM Enablement motion. He is now leveraging his extensive expertise to empower Mabl's Go-To-Market team. Kirsten is an Experienced Customer Success Leader with a demonstrated history of working in the SaaS industry with a specific concentration in cloud computing and QA automation.

Adam Butt is the Founder and CEO of UN/COMMON, a fully integrated e-commerce and marketing agency facilitating sustainable and profitable growth. In his role, he leads a team of over 50 people to scale $10-100 million international brands, including Liquid Death, Rare Beauty, and Beauty Blender. Adam launched UN/COMMON with only $500 in capital before growing it into a multimillion-dollar agency. He is also a serial investor in companies like American Battery Technology and Postscript. In this episode… With the lines between digital and physical blurred, DTC brands must capture the entire customer lifecycle. Yet these businesses often don't consider the foundational factors that comprise the lifecycle, like content, the customer experience, branding, acquisition, and conversions. How can you prioritize and optimize the customer lifecycle to gain market share and create a distinctive brand? According to multimillion-dollar agency founder Adam Butt, each component of the customer lifecycle must be cohesive. If you have strong acquisition and retention strategies but an inconsistent website experience, your lifecycle is likely to malfunction. However, Adam warns not to segment your efforts into a single channel. Instead, create a comprehensive omnichannel strategy by tracking the entire customer journey and adding incremental value at each stage. Building a personable brand requires cultivating a community of loyal customers through authenticity and organic connection. On this episode of the Up Arrow Podcast, the Founder and CEO of UN/COMMON, Adam Butt, joins William Harris to talk about optimizing the customer lifecycle. Adam addresses the issues with specialized agency structures, how he built and scaled UN/COMMON, and case studies of a successful customer lifecycle.

In the first episode of the new series, Chris and guests cover creating demand, capturing intent, converting pipeline, and expanding accounts. Led by Chris Walker, the latest discussion unpacks a nuanced take on shifting from traditional lead gen to more sophisticated demand gen strategies, influenced by hard data and innovative approaches. The conversation gravitated towards the art of balancing investments across the customer lifecycle, where Chris introduced a groundbreaking shift from department-centric to buyer-centric pipeline sources. With the touch of a strategist, the distinctions between creating demand and capturing intent were deeply explored, revealing a rich perspective on marketing's evolution beyond siloed analytics towards a seamless go-to-market vision. His insights resonate with an industry acutely aware of the need to refine marketing budgets and tactics, ensuring everything from webinars to SDR outreaches is measured against the modern buyer's journey. Thanks to our friends at Hatch for producing this episode. Get unlimited podcast editing at www.hatch.fm

With more than a decade of experience in eCom & digital marketing, retention marketing expert Alex Greifeld shares her insights on life cycle marketing. In this episode, we dive deep on topics of- Key phases to customer life cycle: prospect phase, nurture phase and loyalty phaseWhy your strategy should be different for loyal customers vs new customers Strategies to convert a one time customer into a loyal customerHow 50% of the loyalty is built before first-time purchase via brand marketingHow promoting best sellers on your most expensive channels lift your conversation rate The 30 first golden days of communication: Period to retain more customersWhat mistakes brands make which don't help customer retention What metrics to use for brands to check their retention strategies Strategies for direct mail for ecomm brands Mistakes commonly made during loyalty programs How to strategically approach your retention in 2024Find Alex Greifeld on - https://nobestpractices.co/https://twitter.com/heyitsalexPhttp://nobestpractices.co/newsletter/

Trong tập Tăng trưởng kinh doanh bền vững với Customer Lifecycle Marketing này, Tiến sĩ Đinh Lê Đạt - Đồng sáng lập Hiệp hội CDP Institute Đông Nam Á, sẽ chia sẻ với host Mai Trang về mô hình Customer Lifecycle Marketing (CLM), giúp doanh nghiệp tăng trưởng kinh doanh bền vững là như thế nào? CLM là một chiến lược phát triển doanh nghiệp dựa vào mục tiêu gia tăng giá trị vòng đời khách hàng (Customer Lifetime Value), trải nghiệm thương hiệu (Brand Experience), và phương pháp tiếp thị CLM được chia ra 5 bước hành trình khách hàng bao gồm việc hợp nhất các kênh trực tuyến và ngoại tuyến, với một hệ thống tích hợp hoàn chỉnh nhằm cung cấp cho khách hàng trải nghiệm mua sắm toàn diện, thông qua việc thu thập dữ liệu khách hàng. CDP với tính năng tự động hóa tiếp thị là nền tảng then chốt hỗ trợ việc tổng hợp dữ liệu, xử lý dữ liệu và sắp xếp dữ liệu, đồng thời cho phép nhà tiếp thị thấu hiểu từng khách hàng để triển khai chiến lược truyền thông, sản phẩm & dịch vụ hiệu quả trên quy mô lớn.  Dr. Dinh Le Dat - Co-founder of Customer Data Platform Institute Southeast Asia, Co-founder of Antsomi, a leading AI-driven Customer Data Platform solution in Southeast Asia.  In this episode of Sustainable Business Growth with Customer Lifecycle Marketing, Dr. Dinh Le Dat - Co-founder of Customer Data Platform Institute Southeast Asia - shares with Host Mai Trang the story of the Customer Lifecycle Marketing (CLM) model that helps businesses grow sustainably. CLM is a business development strategy based on the goal of increasing customer lifetime value and brand experience. The CLM marketing method is divided into 5 customer stages that involves merging online and offline channels with a complete, integrated system to provide customers with a holistic shopping experience through the collection of customer data. The CDP integrated marketing automation is the core engine that powers data aggregation, data processing and data wrangling and hence allows effective insights, product & services and communications strategies to be utilised at scale for marketers. 00:00 - Giới thiệu nội dung và khách mời 03:02 - Customer Lifecycle là gì? 06:19 - Customer lifecycle & Product lifecycle 09:33 - Những yếu tố giúp phân loại Customer Lifecycle 16:35 - Coming Up. 17:10 - Chí phí giữ chân khách hàng và tìm KH mới 19:16 - Vì sao Customer Lifecycle cần thiết trong năm 2023 và xa hơn? 24:02 - Làm như thế nào để giữ chân khách hàng? 28:22 - Ghi nhận hành vi khách hàng ở offline 31:52 - Coming Up 32:18 - Bước tiếp theo trên hành trình chăm sóc KH 34:06 - Chăm sóc khách hàng loyal 35:56 - Khai thác tiềm năng khách hàng "ngủ đông" 40:33 - Ứng dụng Customer Lifecycle một cách bền vững 44:29 - Outro. Dẫn Chuyện - Host | Mai Trang Kịch Bản - Scriptwriter | Mai Trang Biên Tập - Editor | Atlan Nguyễn Truyền Thông - Social | Ngọc Anh  Sản Xuất - Producer | Anneliese Mai Nguyen  Trợ Lý Sản Xuất - Producer Assistant | Ngọc Huân  Quay Phim - Cameraman | Nhật Trường, Hải Long  Âm Thanh - Sound | Khanh Trần  Hậu Kỳ - Post Production | Khanh Trần  Thiết Kế - Design | Nghi Nghi  Makeup Artist - Trang Điểm | Ngọc Nga #Vietsuccess #BusinessInsights #OmniNext #CustomerLifecycleMarketing #LifecycleMarketing

Lex chats with Cynthia Kleinbaum Milner, CMO at MoneyLion - a mobile banking and financial membership platform that integrates spending, saving, borrowing, and investing tools to empower consumers towards better financial wellness. Kincking off the conversation, Cynthia delves into the intricacies of charting a career in the ever-evolving landscape of digital transformation, sharing her transition from brand marketing to holistic marketing. As they navigate through industry insights, Cynthia provides a closer look at the challenges and strategies of targeting different sectors and personas, as well as marketing at scale across various business verticals. A significant portion of the discussion revolves around MoneyLion's journey. Cynthia charts the evolution of the platform, highlighting its transformation from its early days to a renowned digital banking platform, underscoring its core value proposition. This leads to an insightful conversation on the growth, valuation, and shifting fintech market trends that have shaped MoneyLion's trajectory. Cynthia goes on to detail the importance of financial literacy within the app, focusing on content evolution and user value. She further discusses the nuances of content discovery, the company's revenue model, and the balance between engagement and profitability. Navigating the tricky waters of financial influencers, Cynthia stresses the importance of balancing content quality with regulatory compliance. The podcast culminates with a forward-looking view, as Cynthia sheds light on MoneyLion's strategic priorities in the upcoming years. MENTIONED IN THE CONVERSATION MoneyLion's Website: https://bit.ly/45YHQVlCynthia's LinkedIn profile: https://bit.ly/460jn1S Topics: Fintech, marketing, brand, e-commerce, customer lifecycle, embedded finance, brand, Marketplace Companies: MoneyLion, Walmart, Bonobos, Nestle, Gilt Groupe, Even Financial, Malka, ZenDrive ABOUT THE FINTECH BLUEPRINT 

Natalie Furness is the founder and CEO of RevOps Automated, a technology consultancy serving international businesses to scale revenue by aligning people, processes and data systems. Natalie is ranked in the top 10 Revenue Operations LinkedIn thought leaders worldwide. She is president of the RevOps Research Collective and internationally recognised author of The Annual RevOps Report. Alongside her day job, Natalie is passionate about inspiring people to influence positive change and evokes action through her keynote speeches and seminars. This episode covers:   How to generate more revenue Enriching your contacts Defining key stages in customer journeys and lifecycles Tracking customer journeys using CRM Data hygiene and strategies to cleanse data correctly What to consider when choosing platforms, tools, and software for your business Integrating platforms Turning marketing-qualified leads into sales-qualified leads Demographics and firmographicsHow to segment your data Intent markers Links & references:Katie Street: https://www.linkedin.com/in/katiestreet/Natalie Furness: https://www.linkedin.com/in/nataliefurness/RevOps Automated: https://www.revopsautomated.com/ HubSpot: https://www.hubspot.com/ Get in touch: hello@street.agencyKatie Street https://www.linkedin.com/in/katiestreet/ https://www.instagram.com/streetmate/ Street Agency https://street.agency/ https://www.instagram.com/street.agency/ https://www.linkedin.com/company/streetagency/

In this episode of The Customer Acquisition Show, Tom Meredith is joined by Rashna and Suhrid from Tier 11. They talk about what's working now on Google Ads. They discuss topics such as brand exclusion and restriction, the shift towards broad match keywords, the impact of AI on advertising strategies, and the upcoming changes in Google Analytics. They also touch on the importance of having a well-optimized website and the future of advertising with generative AI and dynamic search ads.Chapters:00:00:00 - Welcome to The Customer Acquisition Show: What's Working Now on Google Ads!00:03:30 - Understanding Brand Exclusion and Brand Restrictions in Search Marketing.00:07:08 - Constantly Adapting to Facebook's Updates: Unlocking Opportunities through Change.00:12:34 - Google Introduces One-click Broad Match Upgrade for Marketers.00:18:04 - Smart Ads: Budget Considerations and Levers in Google's Hands.00:22:01 - Benefits and Challenges of Google's New Features for Advertising and Account Suspension Issues.00:27:03 - Google's Focus Shifts from Keywords to Website Content.00:31:58 - The Importance of Organic versus Paid Content in Google's User Experience.00:34:38 - Shifting Focus in Google Ads: A Move Towards Experimentation and Asset Optimization.00:38:51 - Effective Combination of Dynamic Search Ads and Remarketing Audience for Improved Results.00:43:22 - Latest Google Ads Updates: Reengagement and Customer Acquisition Goals.Links and Resources:Tiereleven.comGet your queries answered here: hi@tiereleven.comThanks so much for joining us this week. Want to subscribe to The Customer Acquisition Show? Have some feedback you'd like to share? Connect with us on iTunes and leave us a review!

Metrics - they're not easy, but that means if you nail them, you have the edge in your deals. In this episode, the Med Men break down the three things that people get wrong when it comes to Metrics.Andy and Pim talk about the importance of asking yourself the question, “Who cares about this?” as well as how you can carry Metrics through to all stages of the Customer Lifecycle. If you have any questions about using Metrics, or any suggestions of what you'd like to see the Med Men cover next, make sure to comment below!Until next time - cheers! Med Men is a MEDDICC MEDIA production, where CEO Andy Whyte and CRO Pim Roelofsen dive into aspects of the MEDDIC framework, and look good doing it. Who are Pim Roelofsen and Andy Whyte?Pim Roelofsen Born and raised in the Netherlands, Pim lived in the Dutch Caribbean and London, before making the move back home. Having been involved in tech sales for 10 years, Pim is passionate about MEDDICC and is a big believer that more organizations should adopt the qualification framework for sales and beyond. Pim empowers sales organizations across the globe to implement the tried and tested framework as MEDDICC CRO. Andy Whyte The founder of MEDDICC™ and the author of the five-star rated “MEDDICC' book, it's no surprise that Andy has an impressive sales career spanning over 18 years. Andy first started out as a door-to-door, double-glazing salesman where he quickly built up an appetite for sales, hungry for more, he started his B2B career as an SDR, progressing through the ranks to eventually lead the EMEA at Branch before moving on to set up MEDDICC™. Andy used MEDDIC in multiple companies as an individual contributor and sales leader and even implemented MEDDPICC into two SaaS organizations. Known for his mantra “Nobody ever regrets qualifying out” and his passion for the science and art of sales. Away from the day-to-day, Andy practices many skills as a chef, sports coach, taxi, and cleaner in his most important role to date - DAD.

In this episode of The Next CMO podcast, I speak to Melissa Sargeant, CMO of AlphaSense, a market intelligence platform used by the world's leading companies and financial institutions. Since 2011, our AI-based technology has helped professionals make smarter business decisions by delivering insights from an extensive universe of public and private content—including company filings, event transcripts, news, trade journals, expert calls, and equity research. Our platform is trusted by over 2,000 enterprise customers, including a majority of the S&P 100. Headquartered in New York City, AlphaSense employs over 1,000 people across offices in the U.S., U.K., Finland, Germany, and India.Learn more about Melissa SargeantLearn more about AlphaSenseFollow Peter Mahoney on Twitter and LinkedInLearn more about Peter's company, AcceleratusLearn more about Planful for MarketingJoin The Next CMO CommunityRecommend a guest for The Next CMO podcastProduced by PodForte

On the Girls in Marketing Podcast this week, we are joined by Amelia Cohen who is a Solution Engineer for Marketing Cloud at Salesforce. If you're wanting to learn about customer lifecycles, this episode is for you. Amelia has expertise in customer journeys and digital marketing and she helps clients develop and consult on effective marketing strategies for businesses within her role. She also serves as the WhatsApp specialist within Marketing Cloud and is dedicated to staying on top of emerging trends in mobile marketing. Topics covered in this episode: Customer lifecycles and journeys Integrating customer experience and marketing Using customer data The acquisition and retention of customers Understanding your customer Don't forget to follow our podcast to be notified when our next episode is released! If you're new around here, make sure you get involved with Girls in Marketing: LinkedIn: https://www.linkedin.com/company/girls-in-marketing/ Instagram: https://www.instagram.com/girlsinmarketing/ TikTok: https://www.tiktok.com/@girlsinmarketingg Website: https://www.girlsinmarketing.com

From streaming services to ice cream, creative commerce is revolutionizing commerce by integrating all phases of the buying cycle. Learn how on this week's What It Means with VP, Principal Analyst Jay Pattisall and Principal Analyst Kelsey Chickering.

¿Qué herramienta de Marketing Hub o Customer Journey debo comprar? Hay varios nombres para este tipo de herramientas: Marketing Automation vs Marketing Cloud Inbound Marketing vs Outbound Marketing Campaign Management vs Omnichannel Marketing Omnichannel Customer Engagement vs Cross-Marketing Engagement Journey Orchestrations vs Customer Journey Marketing Hub vs Customer Lifecycle Marketing En fin, hay diferentes soluciones con diferentes nombres, desde Emarsys y hasta Salesforce Marketing Cloud y desde Twilio hasta Infobip, dependiendo de los requerimientos. La pregunta es: ¿Que solución o soluciones compro? Algunas opciones son: Ortto https://www.youtube.com/watch?v=CFyT3ZrgxyQ Emarsys https://www.youtube.com/live/7I3lOwcqYwc?feature=share Infobip https://www.youtube.com/watch?v=VW9emJyF5Qg&t https://www.youtube.com/watch?v=URWJQJQWXNU&t SalesManago https://www.youtube.com/watch?v=Yi3_Vc5oKhQ&t SAP https://www.youtube.com/watch?v=u7-UHOmJUKA Verint https://www.youtube.com/watch?v=EgBIPXtHoFI SAS https://www.youtube.com/watch?v=krxjmzCCOaY&t Microsoft https://www.youtube.com/watch?v=QuhPhdTbUrM&t Advisory: https://www.cx2advisory.com/ Consultoría e Implementaciones: https://www.solvisconsulting.es/ Podcasts: https://podcast.cx2advisory.com/ Blog: https://www.cx2advisory.com/blog Twitter: https://twitter.com/jesus_hoyos LinkedIn: https://www.linkedin.com/in/jesushoyos/ #solvis #podcastdecrm #conversacionesdecrm #capsulasdecustomerengagement Nota: Dependiendo de las condiciones (lugar, hora, conexión de la Internet, dispositivos), la grabación del video puede tener algunas fallas de técnicas. Mil disculpas por adelantado.

Matt Lachowitzer shares his strategy for keeping his team engaged and communicative, including shutting down his business for three days to hold a company meeting. The meeting focused on differentiation, engagement, and culture and included a keynote speaker and team-building activities. The episode highlights Matt's commitment to creating a fun, engaging workplace culture that fosters collaboration and growth. Matt Lachowitzer, Matt's Automotive Service Center, Fargo-Moorhead, North Dakota and Minnesota. Listen to Matt's previous episodes HERE Show Notes:   Watch Full Video: HERE Purpose of the company meeting [00:03:28] Differentiation [00:03:49] Matt Lachowitzer talks about the importance of differentiation and how they brought in a speaker to help their team think about how they can differentiate themselves from other businesses. Communication tools [00:05:23] Shutting down the business for a company meeting [00:07:23] Training Breakout Sessions [00:09:29] Matt talks about the different breakout sessions they had during the training event, including technician training classes and service advisor and manager training. Feedback and Extracurricular Activities [00:13:36] Customer Lifecycle and Experience [00:17:36] FORD [00:18:41] Matt explains the FORD acronym, which stands for Family, Occupation, Recreation, and Dreams, and how his company uses it to build relationships with customers. Company Culture [00:20:39] Matt emphasizes the importance of company culture and how it has led him to start his own coaching company, Hammer Consulting. Rockstar of the Month [00:20:48] Matt talks about his company's Rockstar of the Month award, given to team members who embody the company's culture and attitude. Importance of Establishing Culture [00:23:53] Carm and Matt discuss the importance of establishing a company culture and how it can be done through small efforts like showing employees that you care. Thanks to our Partner, Dorman Products. Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour Connect with the Podcast: -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections

Carol Hamilton, CCO, Provenir AIFinancial fraud and risk vectors are constantly evolving. Accessing real-time data and applying it to the latest defensive measures in a fully automated fashion makes AI fit for the fight. Current solutions can automate this process, but deployment is not without its problems. What's needed is a new approach to improve the speed and accuracy of fraud decisions without producing large volumes of false positives. Robin Amlôt of IBS Intelligence speaks to Carol Hamilton, CCO of Provenir AI.

This episode features an interview with Chris Koehler, Chief Marketing Officer at Box where he's responsible for the global marketing strategy. Chris has over 20 years of experience leading product, sales, and marketing teams for companies like Adobe, E*TRADE, and SunTrust Bank. In this episode, Kailey and Chris discuss cost effective events, simplifying tools, and test and learn culture.-------------------Key Takeaways:With events starting to pick back up, it's important to strike a balance between customers who may be experiencing digital fatigue and those not ready to attend in-person events. Marketers have to find ROI of these events quickly and engage with customers in cost effective ways.Tech layoffs are not slowing down, so leaders need to look at saving money and getting the most value out of their current investments. Marketers can look to product awareness and simplification of tools and processes to drive customer retention.Because of the economic upheaval we're seeing, it's important to implement a test and learn culture. Starting small to see what drives the highest impact for customers is effective in creating new strategies.-------------------“I think there's a massive opportunity, especially in an environment where it's going to be harder to get new customers, focus on existing customers and clearly understanding what are the specific actions, or products, or capabilities that they use that drive stickiness and retention. [...] We basically have programs across marketing, our CS, our sales organization, our product together to figure out how do we unify that.” – Chris Koehler-------------------Episode Timestamps:‍*(02:41) - Chris's career journey*(10:02) - Industry trends in customer engagement in tech*(17:48): How the current economic climate is changing Chris's marketing tactics*(22:17) - Challenges in the customer engagement journey*(25:50) - How Chris defines “good data”*(27:45) - How Box is using good data to build customer engagement*(37:11): A time Chris was surprised by data*(39:01) - Changes in the next 6-12 months in marketing‍*(40:40) - An example of another company doing it right with customer engagement (hint: it's Slack, Atlassian, Adobe)*(41:38) - Chris's recommendations for upleveling customer engagement-------------------Links:Connect with Chris on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios

ALL ROADS LEAD TO CUSTOMER EXPERIENCEDuane Dufault is back with this very important message.Duane explains that understanding the customer lifecycle is the key to putting product, sales, and marketing, all on the same page. So tune in today and understand why with Duane in this latest episode of Sales Transformation. Want to book more meetings and close more deals? Start selling the way your buyers want to buy with Humantic AI! Stop sending boring sales e-mails and start sending personalized GIFs and Memes with VIDU.io!TRANSFORMING MOMENTSProduct, sales, and marketing, all on the same pageProduct is right in the middle of it allUnderstand and breakdown your entire customer lifecycle“You just have to understand that all roads lead to customer experience, if you're not building an amazing product customer is going to churn.”   - DUANE: It's the customer that matters, not the department Connect with DuaneDuane Dufault | SellingSaaS | DuaneDufault.comConnect with CollinLinkedIn | YouTube | Newsletter | Twitter | IG | TikTok

Madison Zimmerman has taken full lifecycle marketing on as head of marketing at Property Meld, a proptech (property technology) B2B SaaS company. Our discussion includes:* Generating new leads through webinars. Making webinars that people actually show up to and find interesting -- it's true, it's possible.* Managing inbound with HubSpot. How marketing and their outbound BDR team use HubSpot for marketing and sales automation.* Quantifying pain to justify pricing. Their custom scorecard drives their sales process and helped them increase their prices. * Coordinating with customer success. Beyond generating leads, their marketing team focuses on win rates and retention, all in HubSpot.* Trying new technologies. They implemented a new lead concierge tool called Chili Piper. It works and they learned something else, too.Find Madison Zimmerman on LinkedIn: https://www.linkedin.com/in/madisonzimmerman/Learn more about Property Meld: https://propertymeld.com/

Working is becoming the new norm. We have to convince fewer businesses that this is the future of work life and rather show them the best way to do it. The Firstbase platform enables companies to manage the entire employee outfitting lifecycle from onboarding through offboarding; making remote work incredible. Colleen Ruggiero, the Director of CX, provides insight into their remote world and how her role influences the buying journey and the entire customer lifecycle. With their self-service website, Colleen is focused on driving enhancements from customer feedback and ensuring they are offering high-level information to enhance the customer experience.

Craig Rosenberg has worked with hundreds, if not thousands of B2B SaaS companies as the co-founder of TOPO, Distinguished analyst at Gartner, and now as Chief Platform Officer at Scale Venture Partners.Across Craig's roles, he was able to take an expensive view across each stage of a SaaS company's growth including strategy, people, process, technology, tactics, and over time METRICS!Craig highlighted that the best companies in the world were/are "metrics" driven, and as Craig started to work with larger, enterprise-class companies beyond SaaS being "metrics and data" driven was even more critical to decision-making."End to End" Customer Journey is an often discussed subject, but what is it really? Craig's perspective is most customer journey mapping is too generic and needs to be very focused on how the customer buys starting with using third-party internet activity to marketing interactions to Sales Development to Sales and then ending at "Closed-Won". Going beyond Closed-Won to include customer engagement, retention, and expansion,Going beyond mapping and understanding the entire customer journey including acquisition, retention, and expansion, companies need to "SEGMENT" the metrics by customer cohort, such as SMB vs Mid-Market vs Enterprise. Another view should be based upon "HOW" the prospect/customer came into the customer lifecycle process, such as lead source and/or lead channel.When I asked "who" in a company should map the customer lifecycle, Craig's response was quite pragmatic: "whoever is best at mapping the customer lifecycle in your company". Craig added that Revenue Operations is a perfect organization to take the lead on customer journey mapping, and building a "coalition" across Marketing, Sales, and Customer Success. An important caveat is that without the support and involvement of the CEO it becomes less significant and strategic.Another topic we discussed, was if a company should involve customers in the "journey mapping" process. Craig said of course, but you only need to include a few customers in the process as talking with more than 10 customers will provide diminishing returns.Next, I asked Craig about what metrics are priorities to measure the efficiency of the customer lifecycle across acquisition, retention, and expansion. Craig started with the Four Vital Signs Framework to track in a SaaS company:- Growth- Efficiency- Churn- BurnNext, we discussed if any of the Vital Signs are more important at each stage of a company's evolution. Craig's first recommendation was to instrument and begin capturing metrics for all four vital signs early in the journey. Certain metrics like churn/Customer Retention will become more important as a company grows beyond the first and second renewal cycles, but identifying and instrumenting for metrics should begin earlier than most companies believe are required.No matter what stage of growth your SaaS company is currently in, this discussion with Craig Rosenberg provides many interesting, insightful perspectives on the importance and priority of metrics across the customer lifecycle.

Winning business as a real estate agent is all about moments – but how do you make those moments work for you? Lee Woodward discusses how to use data, relationships and opportunities within the customer lifecycle to secure more sales.Hosted by Lee Woodward and brought to you by Realtair. Prospect, list and sell real estate with one login with Realtair.

Specifically, Brandon discusses:Gen-Z and how ways of working affect brands.How this impacts acquisition.The pitfalls of running an LTV focused business.To find out more about Brandon, click here

Nanda Kumar, President & CEO, SunTec Business SolutionsBanks have a wealth of data but often have technology gaps hindering their ability to use that data in the most effective way. Pressure for change is coming from customers and their desire for more personalised solutions and, also, by the need for banks to streamline internal processes and digitise operations. Nanda Kumar, President and CEO of SunTec Business Solutions discusses trends in banking technology with Robin Amlôt of IBS Intelligence

Today's question will be answered by Ramzi Marjaba, Sr. Sales Engineer at Ixia Solutions Group, and author and host of the wildly competitive podcast "We the Sales Engineers"

On this episode, we invite Marloes van de Ven, ASEAN & India Manager for Customer Success at Autodesk, to furnish us with the value conversation behind engaging early in the customer lifecycle.

In this episode of Mobile Growth & Pancakes, Esther Shatz is joined by Victor Seca, who was the Marketing Manager at OLX Brasil when the interview was recorded. They discuss the customer lifecycle, how they manage it at OLX in their real estate category, and a time when OLX recommended a cemetery plot to a user as their next home.

Customer engagement is the ongoing interactions between company and customer, offered by the company, chosen by the customer.” Paul Greenberg, CRM Expert   Customers choose to interact with businesses that offer them value and service them throughout the customer journey.   While some may believe email marketing is dying, it is actually the backbone of digital marketing. It shows up at every step of the customer journey and the customer life cycle. The more customer centric and personalised the emails the higher the engagement and conversion.    Kath Pay, consultant at Holistic Email Marketing, shares her wisdom and gives insight on how lifecycle marketing can optimise customer engagement.      Kath is well-known for her conversion-focused approach and is a huge fan of testing and optimising. She introduced the principles of consumer psychology and behavioural science into email more than five years ago, and this, combined with conversion-centred design; are applied throughout the customer journey within Kath's holistic approach to email marketing.  Takeaway #1 Lifecycle marketing is a form of personalization.    Takeaway #2 Strategy first. Tactics second.   Takeaway #3 Reframe what you do, your site, your email, your language in a way that connects with the customer. Connect with Kath Pay   Email kath@holisticemail.com Website www.holisticemailmarketing.com  Linkedin https://www.linkedin.com/in/kathpay/ Twitter https://twitter.com/kathpay Sponsors: Kurious Digital The eCommerce platform we use to run all our eCommerce businesses. If you are in the market for a new eCommerce platform, check it out. Their new monthly subscription service has made this even more accessible. Have a look around their site and book a demo. Lightbulb Agency Light bulb agency is an end to end eCommerce business that does anything that you don't really want to do or have the expertise to do with eCommerce. It offers a range of services such as product research, website creation, marketing, traffic generation, customer service, picking and fulfilment. Lightbulb ship from the UK all over the world for a number of customers.  If you're in the market for eCommerce services, look up Lightbulb Agency.   Links to other platforms where this podcast is available: Apple Podcasts Stitcher Spotify

If you have just 9 months to reach your target buyer, how do you not only do it quickly, but also thoughtfully? This is the exact challenge Ryan Beren faces every day. As the Senior Ecommerce Manager for the maternity brand Ingrid and Isabel, he's working within an incredibly specific customer lifecycle. He explained that a limited timeline has forced him to become more creative and pay careful attention to the signals customers share.

Lincoln Murphy is SaaS Marketing & Business Model Expert, revolutionizing the industry as a Growth Hacker & Customer Success Strategist. Since 2006, he has directly helped 300+ SaaS companies accelerate their growth by optimizing the Customer Lifecycle, from customer acquisition to retention. Remember to download our 10- day Growth Hacking course for free at https://www.growthhackingpodcast.com/freecourse For more information and resources, visit https://www.growthhackingpodcast.com

Charlie McDermott is the founder of the Business & Entrepreneur Network (BEN), helping small business owners put automated systems in place so that their businesses don't rule them, they rule their business In this interview Charlie reveals the 7 stages of the perfect customer lifecycle so that we can increase sales, get more testimonials and build a huge legion of satisfied customers who refer us to their friends Joey Bushnell: Hey everyone, this is Joey Bushnell, today I have with me a special guest Charlie Mcdermott. Charlie, thank you very much for being with me today. Charlie McDermott: Absolutely, thank you for the invite. Joey Bushnell: Let me tell you a little bit about Charlie and what he has done in the marketing world... Speaker, author, and founder of the Business & Entrepreneur Network, Charlie McDermott helps small business owners clear the path to building valuable, scalable and… saleable businesses via automation and the creation of direct response marketing assets. Charlie started his first business as a college student at West Chester University located in Pennsylvania, and grew it into an 8-figure health club empire. Twenty-two years later he sold that business to focus his marketing expertise on Hollywood where he used over twenty different forms of media to breakthrough the clutter and land his son acting roles in feature films and television shows including, The Office, Private Practice, Medium, and a full-time gig as Axl Heck on the hit ABC comedy, “The Middle”. Today, Charlie works with hundreds of entrepreneurs every month online from as far away as Australia and via live events held in the Philadelphia, PA and Wilmington, DE areas. Charlie, thank you for being on the call with me today. Charlie McDermott: Thank you I'm excited. Joey Bushnell: Today we're going to be talking about how sometimes business owners are working too hard. We are going to be talking about how people can increase sales with automation. My first question is... Why is automation critical to business growth, success and financial independence? Charlie McDermott: Great question. I started this business and entrepreneur group “The Business Entrepreneur network”. I created a monster because I taught our students, about 200 small business owners and we do live events and other things too, but the problem is I taught them how to be great marketers. You would think how that would be an awesome thing, however when you get really good at marketing, you build your business, get a lot of customers and if you aren't set up properly you can get very busy. For many business owners it becomes a vicious cycle of marketing the way the business comes in. It's like go,go,go and serve,serve,serve then you're absolutely exhausted and they wake up the next day and say “Oh my goodness sales are down” do it again, market go,go,go and it ends up burning these guys out in many cases. Even in the best case it's just not a fun way to live because they end up working 7 days a week and missing out on family events. So about 6 months into the start of this group a light bulb hit us and what enabled me to sell my health club business and spend 2 years with my son out in Hollywood and help him in his acting career was that I was able to build systems in my business and sell. If you have a choice of owning Joe's pizza shop or Joe's in the shop flipping the dough and is at the cash register with the white powder on his hair and on his fingers. He's serving up your pizza slice and locking up at night and the morning and even cleaning the floors. Or would you rather have a McDonalds? I have yet to go to into a McDonalds and have the honor of finding Mr Donald in a McDonalds. They don't need to be there. Those businesses are set up with systems, as we know, that frees the business owner up to do other things to enjoy life and have a predictable cash flow versus Joe's pizza shop, it's all in Joe's head. When Joe decides to retire or move on or take his son to Hollywood, Joe is screwed because it's all in his head. Bringing back our Business and Entrepreneur network, marketing is very important and certainly you need to have a good product or service. But if don't have good systems in place so you aren't doing the same thing over and over again, spending way to much time doing manual stuff, stuff that costs in our area $10-$12 an hour, when you are worth $500 or more an hour, you are not going to be able to grow your business. Joey Bushnell: You talk a lot about building a valuable business versus what you call an ABCYT business. Can you give our audience some direction on how to build a valuable business? Charlie McDermott: For our members from the start, everything we do should be based on selling our business at some point. It's OK if you don't want to but sometimes things change. When I got my Health club business I was a college student and 23 years later my kids are teenagers and I wanted to do some things and it just made sense for me to sell my business at that point. Without those systems in place you don't have a valuable business. So Joe's pizza shop is worth maybe $50,000, if he's got a good location or special recipe versus the McDonalds which is worth millions. The only difference is McDonalds has the systems in place, therefore that's what you want to build a business that has the turn key operation possibilities. The last thing you want to do is wake up in the middle of the night and say “Oh my goodness, if Joe gets hit by a bus or if Mary decides to leave or take maternity leave” all of a sudden as a business owner, many times our support people end up dumping their work on you. It traps you again from growing your business and that is not a valuable business. The ABCYT is the “Always be chasing your tail” phenomenon that business owners do pretty much every day of the week. We get caught up in the fires, we end up doing things ourselves, no one else can do it as good as we can versus spending their time building the systems so the same thing happens over again consistently and you take as much of the human factor out of the equation as possible. Joey Bushnell: What are the 3 gaping holes in the sales funnel? Charlie McDermott: This starts evolving to taking the human piece out of the equation and especially in the areas where it is critical that we eliminate as much error as possible. When I say error it's not that staff are screwing up, it's that many times they forget, they get busy and stuff doesn't happen when it should. So when you look at a typical sales funnel you have your big top where people come on board. For an internet business they come in through the website, a retail store they are coming through the door and for other businesses they are coming through the phones. For many businesses they are coming through all of those areas and others. Question number 1 is... Are we capitalizing on that traffic? Are folks coming to our websites, shopping, picking tyres and then leaving without giving information? In my health club business, this goes back 8 years since I sold it, back then it cost us $350 to bring in a new sale. We had an army of sales folks and it would drive me crazy if I saw a prospect come through our doors and then 5 minutes later leave and then find out that they didn't get their information. We have no way to follow up with that person and we either have to do expensive advertising to maybe get them back or just sit and wait. I didn't like those options. So we made darn sure we had a system in place that captured that information. The problem with most businesses and the difference between now and then is websites really weren't that critical back then. Today a lot of folks start there. Especially in the bricks and mortar retail service businesses. They kind of get a feel for things then if they choose to visit, they'll head to the store. So if you are not capturing information on the website at the beginning of that funnel that is one of the 3 areas where you are missing the boat. That is a huge gaping hole. If you have 100 people at your website today and none of them give you information you've lost that big time. If people stop in the store and we're not capturing information. Have something in place even if it's only 10% or 5%, over the course of a year that's a huge amount of dollars that could flow to your bottom line. Then when we get those votes, who give us that information then what happens? If you are fortunate to have a sales staff, great, even if it's yourself doing the sales you all probably have busy seasons. In my health club our busy season was January through to March/ April. People after the new years wanted to lose weight and had their goals and it was lousy weather so why not join a health club, it's something to do. Then a few months later we slow down a bit. What would happen with our sales staff during those months is they would become order takers instead of sales people. The difference between an order taker and a sales person is the order takers are sitting there waiting for the business to come in and hand them a check versus a sales person who is working their leads and prospecting. What would happen in the first quarter of our business is a lot of the warm to cold leads wouldn't get followed up on because my sales team was just living off the cream. People just walking in the door saying “Hey, sign me up, here's my money”. The question there is, if I had to do it all over again, and we had 8-9 full time sales people, what if we could have automated all those warm to cold leads? So there would have been follow up happening every single day or so many times a week and it didn't involve our sales people, it was consistent and at the end of the week, 2 weeks, whatever the buying cycle is, we could bring them in as a sale and it wouldn't cost us a nickel. Wouldn't that be a great system? I probably could have cut my sales staff in half or better yet keep them at 8 and let them do what they are good at which is sell. They spent probably 80-90% of their time on the phones and a lot of it was voicemail versus if we could free them up just to sell, our sales would have gone through the roof. The businesses out there have the ability now where software is available to automate their sales and marketing so that they capture information when folks come on to the website. Then those prospects get what is called “Nurtured” along the way so you can identify those who are hot and want to buy today and we are going to pull them in as quickly as possible. But it's that bulk of folks who won't buy for upwards of maybe a year or two. There are some statistics out there, Gartner research says 67% of prospective buyers that tell you no today, will be ready to buy in the next year. Unfortunately most businesses give up after a few days or weeks so they miss out on 67%. SiriusDecisions says 80% of leads you consider to be dead, will buy within the next 2 years. These are flat out dead leads that businesses give up on and 80% of those could become buyers. So another huge, huge hole there. Joey Bushnell: Wow, definitely some food for thought there. How can a business owner plug the holes that they currently have in their bucket and instead increase the sales, referrals and testimonials automatically? Charlie McDermott: The best thing is to get us imperfect humans out of the equation as much as possible. One way is to have the systems in place obviously, and to have a program that leads a bread trail so you can lead your prospect from the beginning point to the end point, obviously being sales transaction. The challenge is, where is the end point for a lot of businesses? If your buying cycle is a week, we'd all like it to be in 7 days but as we just heard in those statistics, it may take up to 2 years. So what if we had a system in place that went 2 years and beyond? You can do that, you can put that in place so you don't miss sales. Not to go crazy with statistics but here is one that will just blow everyone away. It was a question with my sales team because no one wants to be that stereotype pushy sales person who is trying to high pressure me, we have a lot of that in the health business industry. Unfortunately that hurts businesses, they give up too soon and they miss out on the bulk of sales. 48% of businesses quit after the first call that's almost half, 24% after the second and 90% quit after the 4th. So only 10% of businesses keep it going for 5 or more contacts. That is important because when you look at when these deals close 81% on or after the 5th contact. So 10% are tapping into the 81% that close. The challenge is for business owners to stay front of mind, continually have a message and have those contacts without it costing them an arm and a leg. By doing things such as sending out emails but in an automated way so that you as an example have a “Thank you card” for some businesses as a way to say thanks for visiting. Then a series of emails that go out over weeks and months that continue to nurture that prospect and let them know that you are still there. Occasionally give them an offer to bring them back in to see if you can close the sale. But to do it in a way that doesn't involve a whole lot of time and energy is a huge advantage you have over your competition. Joey Bushnell: I understand that one of the major services your company provides is business automation based on the 7 stages of the perfect customer lifestyle. Could you tell us about these 7 stages please? Charlie McDermott: This is a way of looking at your business differently than most. The typical business is all about prospecting, bringing the traffic in, capturing that information, nurturing those prospects, converting them to print then what happens is they start all over again. They go back to generating traffic, bringing them in, negotiating, whatever that process is to closing the sales and starting over again. The opportunity there, let me jump back to my health business again, 60-70% of our members, when I sold it we had about 12,000 members at the time, were referring new members to us. So most businesses have the ability to control that rather than just relying on “I give you a good job or product, you'll tell your friends and family”. Unfortunately in this day an age with so much clutter and so much distraction that isn't necessarily true. What you want to do is put a system in place that reminds folks that you are there and you can help their friends and families and basically build referrals. Going back to generating more traffic and closing more sales right after the last sale, the next step in the perfect customer life cycle is what we call the “Deliver and Wow” stage. The wow stage is all about delivering the unexpected. So under promising and over delivering we've all heard that before. What if after someone purchases your product or service they got something in the mail or via email that was a digital download that didn't cost you anything but was an extra added bonus that made them think “Wow these guys are really special”. Every business out there battles with buyers remorse. I don't care what product or service you are selling and certainly the more high end it is the more you are battling. This is also a great strategy to reduce that or eliminate that because now you are making these folks who were maybe thinking “Umm I don't know if I made the right decision” then in the next day or the next hour there is something they get which was totally unexpected and totally takes their mind off “Did I make the right decision” to “Wow this is the right decision for me”. So the wow sequence is exactly what is sounds like. It's all about wowing your customer and it's an automated sequence that starts form the moment they purchase. As an example when someone purchases something on a website or in your store the actual purchase would trigger a thank you card or email that says “Hey, thanks for purchasing”. Then a series of events could happen over the next few days, weeks, months or even years to make them feel great abut their purchase. Here is what happens in most businesses, that I just had an experience with last year, we decided to get our house painted. Joey have you ever had a house painted? Joey Bushnell: I haven't had one painted but I painted one before. Charlie McDermott: Right so after you painted you know it's good for life. That is what my painting contractor thought too. However 3-4 years into it I noticed the paint was peeling. Did you ever see that on a paint job? Joey Bushnell: Yes Charlie McDermott: You would think that these guys would contact their customers after a period of time and say “Hey your house may be in need of more paint, or if it's not maybe you want to change the color of it”. So last year I decided it was time and I liked the guys who did our house last time, fair price, did a great job. I didn't even want to shop I just wanted to get them here. Do you think I could remember who they were? Joey Bushnell: Probably not, no. Charlie McDermott: No I couldn't, I looked, I couldn't remember. They sent us nothing, no phone calls, emails, nothing. So I end up shopping around and finding another painting contractor and it's a shame because I lost out, they certainly lost out on about a $3,000-$5,000 gig there. That is the way it is with a lot of businesses they assume they'll remember us, we did such a great job and sold such a great product. I don't care if it's 3 years, 3 months or 3 weeks even, folks today have a short memory because there is too much stuff going on. The wow sequence should happen and continue for a long long time. Especially if you are in a business like the car, real estate or things of that nature, you are dependent on them coming back 5-7 years down the road, you don't want them to forget about you. Then there is the point where after the sale, folks are either happy or not happy. Wouldn't you want to know if someone wasn't satisfied with your product or service? In most businesses the only time we find out is if they are really ticked off and you get a nasty letter phone call or whatever it is. Thank goodness so we can fix it but it's probably the 80-20 rule there. 80% of folks who weren't satisfied never tell us but they are telling their friends and everyone else and maybe even going on social media and so forth. Today more than ever it's important to have a sequence in place even a simple email that goes out on an automated basis, let's say 30 days after the purchase that says “We love having you as a customer, hopefully your product is going great for you doing everything it says and then some. By the way can you let us know if you are happy or not happy? Just click a yes or no button right here.” The "yes button" saying they are happy, goes into a separate sequence and when I say sequence I mean a series of emails or it could be postcards, voicemail blasts or anything you can think of. The next email that comes out at a certain point in time could be “Now that we know you are happy maybe it's a good time to ask for a testimonial, or tell you about our referral program". It would be kind of awkward to ask for a testimonial if they weren't happy with the product or joining the referral program so they can blast it out to the whole universe. That is obviously important and good to know who is going to support you. But more importantly it's the folks who aren't happy. The second they click that no button, you could trigger an email that goes out to your PA or receptionist to make a call right away and connect with that person. Have an email that goes out at the same time saying “we are sorry we are going to do everything we can to fix it...” I did this back in the day with my health club business but we didn't have email, we found that our unhappy customers end up being our best supporters because we were able to fix things and listen to them which no other business was doing. So when we got them back to being happy they were the happiest customers ever. So there's a huge opportunity to have something in place not just for the obvious, you don't want someone negatively talking about your business but the extreme positive that those guys and gals are going to be with you for life because you are one of the only businesses that listens to them. So to summarize the 7 stages in this perfect customer lifecycle are... 1. We want to attract the traffic 2. We want to capture them as leads in our business whether it's with web forms on the website, phone calls and have those systems in place or if they come in to our business. 3. We want to nurture them in the 3rd stage. Whether they are ready to buy today or 2 years from now there is some kind of a system in place that keeps my business front of mind. 4. Then there is the convert the sales point, which is important. At some point we want to generate dollars from this group. These next few stages are really critical and the ones that most businesses leave out. 5. The deliver and wow 6. The up sell customers stage there is huge opportunity there that most business forget to up sell and cross sell. Once a customer has bought your product, 30 days later they may be ideal candidate for your next product or service. 7. Then the final stage number 7 is focusing on getting referrals. Referrals whether you have 60-70% like I did in my business or 10-20% you can still build that business and that's the best kind of business you can get. One because it doesn't cost you an extra nickel and we tend to listen to our friends and family members when purchasing something than an ad in the newspaper. Joey Bushnell: Brilliant, Charlie that is some great information and thank you for letting us know the 7 stages that was very cool and I was taking a lot of notes while you were talking there. Charlie, where can we get more of this stuff from you and how can we learn more about you and your programs? Charlie McDermott: Yes there are 2 places... The business and entrepreneur network you can find at www.benresults.com Ben is the acronym for business and entrepreneur network and we branded it after Philadelphia's best known entrepreneur. You may know this guy, Benjamin is his first name and he is a big time inventor Joey Bushnell: Benjamin Franklin? Charlie McDermott: Yes you got it. In the states Ben is a $100 so we give away Ben's at all of our events and have some fun there. But our automation you is www.automationyou.com is our automation services where we help businesses automate their sales and marketing. We get them from working so hard, back to some sanity where their profits are significantly more then they were and they can maybe go on a vacation now and then. Joey Bushnell: Charlie, we'll put both of those links where people are watching it. I'd just like to say thank you for your time today and the great information that you have shared with us. Charlie McDermott: Thank you for the offer Joey