7 Customer Success Trends You Can’t Ignore

customer success

The happier your customers are, the more money they’ll spend on your products and services.

This is the reason today’s leading organizations are investing significantly in customer success, doing everything within their power to ensure optimal customer experiences in each interaction. In fact, 72% of businesses say that customer success is a top priority.

Leading customer success teams are able to reduce churn below 1%, which increases the average customer lifetime value across the organization.

What exactly are these leading teams doing? We did some digging to find out. Here are seven customer success trends that are transforming businesses across the country.

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How to Design Holiday Emails: 6 Inspiring Examples + Tips

With Christmas, Kwanzaa, Hanukkah, New Year’s (and  Festivus!) just a couple short weeks away, we’re nearly in the home stretch when it comes to holiday email marketing. That means it’s go time for your digital marketing efforts.

Email marketing brings in 20 percent of holiday retail sales, so it’s no wonder so many companies send out email campaigns this time of year. Beyond the dollar amounts, festive newsletters can also brighten your subscribers’ days and show your brand cares about them — important parts of customer retention.

Brands are sending out season’s greetings, gift guides, holiday discounts, and other merry emails to put people in the spirit.

Need a little inspiration on what to send your email lists this holiday season? We’ve put together some cheerful examples and useful tips for your own holiday creations.

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Why is it Bad to Buy a List?

buy a list
This guy just sent to a bought list and now his sending reputation is in the toilet. Don’t let this be you!

We’ve all heard it’s bad to buy a list. That’s nothing new. But why? If it’s so bad, why do so many companies sell them?

It isn’t just because there’s some sort of moral compass marketers insist on following. There are proven consequences to buying email marketing lists — and they generally don’t turn out in your favor.

So, we’ve put together seven reasons it’s bad to buy a list, along with some alternatives that are well worth the effort.

Reasons to Steer Clear of Purchased Lists

In the B2B industry, it’s not unreasonable think of list-buying as an easy way to grow your list. Or, for small businesses who are just getting started, it’s a quick and easy market to tap into. Plus, tons of companies make it easy to buy a list – that’s why so many marketers have done it in the past.

While plenty of companies will tout the benefits of list buying – they won’t be too forthcoming about the fact that buying third-party lists has some definite downsides that can have negative impacts on your business – and the downsides may not be worth the satisfaction of having a bigger list.

Here are some of the consequences that go along with buying lists.

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11 Small Business Hacks to Boost Sales on a Tight Budget

boost sales

In the world of small businesses, cash is king.

Unfortunately, money’s tight for most companies.

Many small businesses simply lack the cash they need to grow their operations. In fact, a recent study found that 41% of small businesses have experienced cash flow problems.

Sound familiar?

The good news is that just because you may be facing a cash crunch doesn’t necessarily mean all hope is lost. Sometimes you just have to get a little creative.

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Thanksgiving Email Inspiration (Plus Tips for Your Own)

thanksgiving email

Thanksgiving is the time of year to practice gratitude, spend time with family, eat way more than you thought possible, take copious naps, and, of course, enjoy some football.

But before all of the turkey and food-coma snoozes, take some time to show your subscribers you’re grateful for them with a Thanksgiving–themed newsletter campaign.

We’ve put together 10 great examples ofThanksgiving emails to give you some inspiration, along with tips for crafting the perfect message.

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What SMBs Should Look For in a CRM

CRMWhen it comes to running a business of any size, building a relationship with your customers is essential to success.

A CRM (customer relationship management) tool is a key piece of software that promotes relationship building and improves organization for your sales and marketing processes. With it, you can analyze and assess every piece of customer-facing data your company collects, organize and streamline buyer journeys, and customize the buyer journey.

The fact is, consumers expect companies to provide service that’s both individualized and personable. While these expectations aren’t limited to retail or e-commerce, recent data collected by Accenture shows that more than half of customers are more likely to do business with a company that:

  • Recognizes their name
  • Knows what they’ve purchased in the past
  • Can make customized recommendations based on purchase history

It may be possible to keep track of this kind of information using Word documents, spreadsheets, and so forth during the early stages of your business.

But as you scale it becomes difficult, if not impossible, to maintain this kind of data by hand (trust us, we tried it). Things can, and will, start falling through the cracks.

In this article, we’ll discuss the main functions of a CRM that SMBs will find valuable, as well as some of the more advanced features to help you determine the best CRM tool for you.
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Should You Send More Email to Increase Revenue?

increase revenue by sending more email
You’ve (always) got mail!

Whether or not to send more email to increase revenue is can be a touchy subject.

Are you one send away from hitting the last nerve with customers, or will the next email be the one that pushes them to make a purchase? That seems like a stressful balancing act, with both retention and profit hanging in the balance.

Before you start to tiptoe across a swaying email marketing tightrope, let’s answer some age-old questions: Can you send too many emails? Or does sending more often make you more money? This recent article by Lissa Harris from Entrepreneur magazine provides a compelling argument for why this might be true.

Let’s dive into both sides of this digital debate to see which approach brings the best results.
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We Don’t Care What You Say. Remote Work > Office.

work remoteRemote work is more common now than it’s ever been. We loved reading Jerry Useem’s article,”When Working From Home Doesn’t Work,” from The Atlantic‘s November issue.

Useem revisits IBM’s announcement in March to bring remote workers back into the office and looks at differing studies that make compelling cases for why working remote does or does not boost productivity.

While the arguments for pros and cons of remote work are all valid, we’re very much in favor of not having an office.

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Your Guide to a Solid Sales Pipeline

solid sales pipelineQuestion: How do you get people to buy what you’re selling? Answer: Build a sales pipeline.

At first, it sounds like a pretty straightforward question.

But when you think about it, the process of making a sale is rather complex. Even if you sell small-ticket items, a lot goes on from the moment an individual becomes interested in your product to the moment they actually buy it.

It’s not enough for you to simply be present when a prospect is ready to buy. You need to be there through every step of the buyer’s journey, providing information and assistance to help nurture your prospects along the path to purchase.

In short: You need a solid sales pipeline.
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Robly Tips & Tricks: Use Buttons to Get More Clicks

get more clicksUsing buttons is a great way to get more clicks.

We’re taking some of our most frequently asked questions from our Support channels – as well as some of the features we think are super handy but underused – and highlighting them here on our blog.

Buttons are much better than text links when it comes to a solid Call to Action – we’re going to show you how to add them in two easy steps.

Even if you’re not using Robly for your email marketing platform, we’ll show you examples of why they work better to get more clicks. Perhaps not coincidentally, you’ll want to click the button below read more. 🙂
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Your Email Marketing Cheat Sheet: Dos and Don’ts

dos and don'ts for email marketing

Most companies don’t hand out Email Marketing 101 guides when you join the team. You’re probably busy enough figuring out all of the company’s account logins. And even for more seasoned marketers, there are always new ways of doing things and newer, more updated tools coming out.

To (hopefully) make your job a little easier, we’ve put together the Top 40 dos and don’ts for email marketing.
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Robly Tips & Tricks: Add a First Name to Your Email

add a first name to your emailsHow to add a first name is by far one of the most commonly asked questions we get in support.

While wowing your customers with personalization may require more than just adding a first name to your email campaign sends, you should still absolutely do this – it’s par for the course these days.

However, it is important to consider how often you use it – it’s not necessary every single time you send, and can be a turnoff for subscribers in the too-early stages of communication.

Fortunately in Robly, adding a merge tag for first name is insanely easy.
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But Seriously, How Do You Grow Your List?

Last week we talked about how to boost your open rates – this week we want to back up a step – how do you grow your list?

You probably already know that growing a mailing list is essential to generating revenue.

If you’re unaware (or perhaps skeptical) of the power of a mailing list, then note following statistics:

  • 72% of consumers prefer to receive communications from companies via email
  • Depending on your industry, email open rates can reach almost one in four subscribers
  • On average, email marketing has an ROI of 4,300%

Shall we get started, then?
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23+ Books Every SaaS Executive Should Read

books every executive should readLaunching a business is no small task. Fortunately, we live in an age where access to tips, tricks, and the hindsight of others is a click or two away. Robly CEO Adam Robinson, a voracious reader, shares his list of books every SaaS executive should read.

“I recommend many of these to people who are starting non-software business, ” he says, “but the list, on the whole, is the list of a software entrepreneur.”

We’ve grouped his picks into seven different categories:

  1. General Entrepreneurial Philosophy
  2. Diligent Start-up Launch
  3. Marketing
  4. Product Development
  5. Sales
  6. Pricing
  7. Management

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5 Ways to Boost Email Open Rates (Fast)


email open ratesYou don’t need a magic spell or complicated code to improve your email open rates – though we must admit, it would be nice if there was a secret shortcut. Fortunately all it takes is some savvy marketing techniques and the right tools.

Open rates are calculated by dividing unique opens by the total number of emails sent, minus bounces. Don’t worry, your marketing automation platform handles the math.

Your task is to figure out ways to boost that number.

Unless you’ve discovered flying unicorns and have a 100-percent open rate, there’s room for improvement (also if you’ve discovered the unicorns please send pics immediately).

Email open rates vary widely by industry, but they tend to fall around the 20-percent mark.

If you’re ready to watch your email open rates go up fast, start incorporating these five techniques now.
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