Yes I am and the best way to do it is bucket your expenses. I look at foundational marketing expenses - think of recurring, must do expenses ie website, brand ads, some tech, etc.
Then look at Industry GTM or campaign ...read more

3k views1 Comment

Are you using any tools to generate ideas for LinkedIn posts and responses? If so, which one(s) have you found to be the most effective?

Suzanne ReedCMO3 months ago

AI GPTs (Generative Pre-trained Transformers) are great for idea starters and organizational structure. They provide detail around simple thoughts, statements, or questions, and enable you to think down paths that you want ...read more

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10.1k views7 Comments

What KPIs does your marketing/sales team(s) use to assess a client's likelihood to renew or leave?

KPIs, Metrics & Reporting

Suzanne ReedCMO5 months ago

Drawing from my experience in the banking sector, one of the first indicators we would look at is a decrease in fees. We would compare fees year over year, and any significant reduction could potentially be a red flag.

Another ...read more

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842 views6 Comments

In your opinion, what is one thing your organization is doing today that actively has a positive impact on customer retention? What could you be doing better?

Customer Relationship Management (CRM)

Suzanne ReedCMO5 months ago

From our perspective, one of the things we do well is monitor all channels. We aggregate data from our social listening, direct messaging on our social channels, and Google reviews, especially concerning the residential side ...read more

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2.8k views1 Upvote6 Comments

How do you coordinate a successful customer journey across multiple business units?

Customer Relationship Management (CRM)

Suzanne ReedCMO5 months ago

Journey mapping is fundamental to ensure you understand all the touchpoints across each of the various departments and how that would impact the customer journey. Working cross functionally with open and transparent communication ...read more

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519 views2 Comments

What does customer journey mapping look like at your organization today? What tools do you use, and how to you choose what areas of the journey to communicate to customers/clients?

Suzanne ReedCMO5 months ago

Our customer journey mapping is a process that's currently underway. Initially, we've tried to map the journey of some existing clients, starting from their prospect stage through to onboarding, and observing how they interact ...read more

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337 views2 Comments

What strategies have you found most effective for re-engaging "at-risk" customers (i.e., customers that are considering leaving your product/service)?

Suzanne ReedCMO5 months ago

In our approach, we've found that a combination of personal attention and strategic planning is most effective. We work closely with our client account service manager, who is part of our growth team, to re-engage at-risk ...read more

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196 views2 Comments

Does your organization have a team dedicated specifically to customer retention? If so, where does that team sit and how is it organized today?

Suzanne ReedCMO5 months ago

In our organization, the responsibility for customer retention lies with all of our service teams. However, we are in the process of establishing a new role - Client Account Service Manager. This individual will be part of ...read more

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57 views2 Comments

How does your organization define customer engagement today? How do you measure it, and what does your "customer grading" strategy look like?

Suzanne ReedCMO5 months ago

Our approach to customer engagement depends on the program we're running and the stakeholders that we’re servicing. For instance, on the property side for our residents, we use surveys to understand their experiences when ...read more

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28 views2 Comments

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