A New Inbound Approach To Customer Success

Gainsight

If you’re familiar with HubSpot, then the word that probably comes to mind is “inbound.”. Inbound marketing was the concept upon which we founded HubSpot: that outbound, interruption-based marketing was going extinct, and instead of interrupting people to get their attention, you needed to start attracting an engaged audience to grow bigger and better. In 2018, based on a new set of observations, we decided to update one of the core concepts of inbound marketing.

What we shipped: 5 new features to help build a differentiated customer experience

Inside Intercom

At Intercom we think a lot about what it means to deliver a differentiated customer experience. Another key piece in delivering a differentiated customer experience is the Inbox. Median first time response will now measure the median time for a teammate’s first reply to a customer through inbound conversation, manual message or auto-message. The heatmap for new conversations will now be a sum of all new inbound conversations, rather than average.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Product Management Roles: Whose Job is it? [+Webinar]

280 Group

You can think of the differentiation as “inbound” vs. “outbound.”. The Product Manager owning “inbound” communication – input from the market that drives the requirements for the product being developed.

Getting conversational: HubSpot’s CEO on a new species of disruptor

Inside Intercom

Brian also shares HubSpot’s strategy for creating an industry-defining category that helped more than 86,000 customers in over 120 countries move from unwelcome outbound marketing to permission-based inbound marketing. It’s going to be really hard to create an inbound marketing category.

7 Reasons Why Products Fail

280 Group

Competition : Closing of feature gaps, increased market share, creating differentiation. Product Management is frequently described as Inbound Marketing. Proper positioning and messaging are a must to provide understanding of product benefits and competitive differentiation.

Product Manager vs Product Marketing Manager

280 Group

It’s often said that a Product Manager has a more inbound focus, while a Product Marketing Manager has a more outbound focus. Defines the Whole Product concept to ensure value and differentiation.

Dear Strategy: 058 SEO, SEM, and Other Marketing Strategy Trends

Dear Strategy

That being the case, what usually differentiates product strategies from business strategies simply has to do with the level of detail that will be covered at the tactical level. The other differentiating factor is that, whereas a product strategy will cover all of the markets that a product will be sold into (not always grouped together, but certainly all covered in one plan), a marketing strategy is usually focused on one singular market at a time. Inbound and Outbound Marketing.

What is proactive support?

Intercom

But now that customer experience has become a critical differentiator for modern consumers, this reactive approach to customer support is no longer good enough. It reduces inbound conversation volume without sacrificing customer happiness.

8 steps to craft a winning sales strategy, according to industry leaders

Inside Intercom

When done correctly, your sales strategy will help your sales team execute with focus – SMB or enterprise, inbound or outbound, hunting or farming. Establish clear, differentiated roles on your sales team. Establish clear, differentiated roles on your sales team. Let’s take inbound sales and outbound sales, for example. Inbound and outbound require vastly different skills and workflows.

The Activities of a Strategic Product Manager

ProductPlan

Try these inbound/outbound efforts exercise by dividing your PM activities into either an “inbound effort” or “outbound effort” bucket. Common inbound effort activities include: Setting the vision. Common outbound effort activities include: Competitive differentiation.

Why customer engagement is the key to business growth in 2022 and beyond

Inside Intercom

As a result, digital technologies are being seen as the critical differentiators they are. Customer experience is becoming a critical differentiator for consumers, and it’s having a direct effect on businesses’ bottom lines.

Product-Led Growth

Product Bookshelf

Sales-led companies begin with a content strategy, capture inbound traffic with landing pages, nurture those leads with email, hand-off to sales, and then close the deal through a high-touch sales process. For differentiated companies, free trials and demos work well.

3 Ways To Educate the Market That Actually Work

The Product Coalition

The key to understanding which level you are at lies in understanding where your differentiation is?—?at Everyone knows educating the market is hard to nearly impossible, but people always bring up examples like Facebook or the iPhone whenever I discuss it in my lectures.

Why is The Best Customer Support a nice-to-have Strategy!

Usersnap

The importance of fast responses to support tickets is not only something that many large corporations use to differentiate themselves from their competitors. And it will be a great inbound marketing channel for new prospects too.

Do You Measure Up? Metrics for Enterprise SaaS Product Managers

Amplitude

Number of inbound contacts from account reps (otherwise known as Account Executives, Technical Account Managers), and CAC (cost of customer acquisition). As we will cover in the next section, the ability to convert leads into paying customers is one of the biggest differentiators between a successful and unsuccessful product company. Gone are the days of selling “software in a box.” Compared to one-time-purchase software, SaaS products offer a few key benefits.

Make the most of every customer interaction with the Engagement OS

Inside Intercom

Which makes customer experience (CX) the most important differentiator and success factor your business has. On your site, in product, in-app, on web, or on mobile, inbound and outbound – the messaging possibilities are endless.

Found in translation: How multilingual support helps you scale customer experiences

Inside Intercom

There is a lot of opportunity to differentiate yourself with multilingual support; 35% of end users would even be willing to switch products to one that offers support in their native tongue! For online businesses, our customers can come from any part of the world and at any time.

A simple and comprehensive guide to value chain analysis

Cacoo

Differentiation. Leading on a differentiation strategy is tricky because you need to supply a product or service that no one else offers. Differentiation leadership examples include Dyson and Apple. Inbound Logistics. Support activities — especially those regarding technical innovation and HR management — can provide a valuable source of differentiation advantage as businesses become more innovative and markets more competitive.

How user analytics helped us reduce mobile app churn: a case study

Mixpanel

Highly engaged users didn’t use our “set lead priority” and “sort pipeline by priority” features (which we promoted as our app’s differentiating functionality). Highly engaged users regularly set vacations in the app, which automatically rejected all inbound leads while they were on vacation. Clement Kao is a Product Manager at Blend , a San Francisco-based startup that partners with lenders and technology providers to re-imagine consumer finance.

Finding & Nurturing Top Talent | Elpie Bannister & Alex Yang | BoS Europe 2019

Business of Software Conference

Other organisations, like Google, offer fantastic learning opportunities and growth progression and we believe that most NGOs will also try to differentiate on their organisational purpose. There’s inbound hiring and there’s outbound hiring.

Build a growth stack, not a tech stack

Inside Intercom

“Tools in your growth stack should unleash better collaboration and faster decision-making” For example, a while back, the Intercom team was looking for tools to improve how we route inbound leads. In a crowded marketplace, a relentless commitment to the customer’s experience can be your strongest differentiation. Tech stacks are the backbone of modern sales and marketing operations.

What 14 startup investors and advisors taught us about chasing (and finding) product-market fit

Mixpanel

Also, you will find the customers that you paid for may not be good quality customers, or that you’re not making something differentiated enough.” Your customers tell other people about it, your startup inbound requests are consuming you and you are not able to sleep at night.

Why Most Companies Fail At Moving Up or Down Market

Brian Balfour

As a result they've differentiated their product on the things that enterprise customers care about: customization, security, and scale (that's their Market Product Fit). As a result they've differentiated their product on “All In One” since thats what mid-market customers care about. Since the product still requires a fair amount of setup and education to work they use Inbound Sales (Content) and Channel Partnerships (Product Channel Fit).

How user analytics helped us reduce mobile app churn: a case study

Mixpanel

Highly engaged users didn’t use our “set lead priority” and “sort pipeline by priority” features (which we promoted as our app’s differentiating functionality). Highly engaged users regularly set vacations in the app, which automatically rejected all inbound leads while they were on vacation. Clement Kao is a Product Manager at Blend , a San Francisco-based startup that partners with lenders and technology providers to re-imagine consumer finance.

MadKudu’s Liam Boogar-Azoulay on building apps to expand your product’s reach

Inside Intercom

One sure sign of a key brand is if the vast majority of your lead generation is from inbound, organic results. These are great companies with high inbound volumes. And we actually have an out-of-the-box lead score that’s pretty good at differentiating a director at Microsoft from a restaurant owner. So when we look at the bottom of funnel metrics for brand, I intend to look at inbound, organic sign-ups or, for enterprise products, demo scheduling.

Pragmatic Live Transcripts (Prioritizing Your Product Launch)

Pragmatic Marketing

You know, I think we always want to tell an interesting and unique and differentiated story but we don't want to just make it up. You know, we have our inbound conference every year, which was where we launch the majority of we were to do a lot of launches. You guys just did inbound like in the last couple of weeks. Listen to the podcast episode here. Rebecca.

Pragmatic Live Transcripts (Prioritizing Your Product Launch)

Pragmatic Marketing

You know, I think we always want to tell an interesting and unique and differentiated story but we don't want to just make it up. You know, we have our inbound conference every year, which was where we launch the majority of we were to do a lot of launches. You guys just did inbound like in the last couple of weeks. Listen to the podcast episode here. Rebecca.

How B2C companies are using live chat to drive sales and offer a personalized customer experience

Inside Intercom

What differentiates Intercom is how engaging the the Visitor Auto Messages are. Lauren says, “Before we were fielding inbound requests just using email and phone, but with chat we’ve opened up a completely new channel for sales. For online businesses, customer experience is king. It can be pretty simple if you listen to what your customers want, which usually boils down to a personalized, quick and low friction experience.

B2C 55

BrowserStack’s Mark Rudden on hypergrowth in a global pandemic

Inside Intercom

We have business development doing inbound and outbound. There are tons of companies that on the surface all look very similar, and even talking to them, sometimes, it felt very similar, and I needed a way to differentiate between some of the opportunities that were around in Dublin.

Your next wave of growth will come from conversational relationships

Inside Intercom

In a crowded market, great experiences play an increasingly pivotal role in catching customers’ attention and differentiating you from competitors. Send proactive support messages that anticipate issues and reduce inbound conversations.

How to Think About Scaling Your Customer Success Team

Gainsight

So, is there inbound coming in? At Pulse 2016, SaaStr’s Customer Success for Start-ups track was one of the most popular series of sessions in the entire conference. This is a transcript of a really valuable panel featuring Jason Lemkin , Christina Shen , Adam Strong , and April Oman.

360Learning’s Joei Chan on embracing innovation as a content marketer

Inside Intercom

Before, I was working in other startups, working in content marketing, doing lead generation and inbound marketing but with a strong focus on telling brand stories and creating different types of formats of content. Ideally, this wouldn’t be a conflict.

Understanding your ideal customers and how to sell to them

Inside Intercom

April: I think the best thing B2B SaaS vendors can do is stay really focused on their differentiators because there are things about your solution that your best customers really love about you, and the rest of it really doesn’t matter. If people understand your core value and your core differentiators, then you’ll stand out on your own from all these other folks who are like, “Hey, we’re everything for everybody.”

Sparking conversations: How every team can benefit from conversational support

Intercom

Increased market share (42%) , increased differentiation or advantage relative to competitors (32%) , and better informed business and R&D decisions (29%). It’s clearer than ever that customers (and businesses) prefer conversational support.

Reflecting on the Intercom journey – Karen Peacock and Des Traynor in conversation

Inside Intercom

And, yes, that means we have to be good for targeting, marketing, messages, and yes, it means we need to be really good at structuring thousands of inbound conversations and doing ticketing workflows and triage and all that sort of stuff.

A playbook for the impatient SDR: 4 key tips to grow your sales career

Inside Intercom

Buyers now have more information than ever before, inbound and outbound SDRs have to change their approach to capture buyer interest and add value, and the skill set needed to be successful has changed. This is accomplished through inbound qualification, or from outbound outreach to prospective customers. SDRs who do this perform better in interviews and differentiate themselves from candidates who have similar quota attainment numbers as SDRs.

New at Intercom uncut: Watch our entire virtual launch event

Inside Intercom

We had an inbound sales team as well, basically quite a few groups. So tell us about how you’ve differentiated there. One, differentiation, and two, industry standards”. One, differentiation, and two, industry standards.

Positioning For Growth: How To Make Complex Products Obviously Awesome | April Dunford, Ambient Strategy | BoS USA 2019

Business of Software Conference

But what I learned after doing this literally like nine thousand times is if you start anywhere you will generally end up with neat positioning that isn’t necessarily differentiated and if you want positioning that wins in a market you have to show how you’re different than everyone else.