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The Year of the Customer Marketer

2017 Benchmark Report Presentation

January 26 10 AM PT | 1PM ET

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Steve GershikCEO and Principal

Koyne Marketing

Jim WilliamsVP Marketing

Influitive

Nicole GranucciHead of Global Customer Marketing

Genesys

Sandy Turcotte-LimDirector, Advocate & Content Marketing

aPriori Technologies

Will RobinsSr Business Operations Associate

Gainsight

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Creating Advocates

Marketing to Customers

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Housekeeping

● Presentation: 35-40 minutes

● Q&A to follow

● Haven’t read the report? Download it at Influitive.com under Resources

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Company Type

Respondent Role

HQ Location

Annual Revenue

60% under $25 million

40% over $26

million 77% B2B

7% B2C

83%

North America

13% Europe

55% in Marketing

Roles

22% CEO/Owner

10% in

Customer Service Roles

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Customer Marketing: Poised for Growth

expect their programs to grow93%

will increase staffing or budget

62%

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More strategic alignment needed between activities and metrics

Most widely used customer marketing activities.

Most tracked customer marketing metrics.

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Customer Marketers Need Help Reporting Revenue

27%

do not track program results

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B2B’s New Power Couple: CMO & VP CS

18%

do not have a customer satisfaction program in place

100%

of these were small companiesYears of customer satisfaction program.

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Large companies are more satisfied with their customer marketing programs

Corresponding Trends

● Revenue

● Customer Satisfaction Programs Satisfaction with customer marketing

results

Why?

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AdvocateHub, the Advocate Marketing Platform

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