Helping You Achieve Your Business Goals
Does your current marketing provider offer an experienced partner who helps guide your efforts, measures success, and helps you meet your goals?
Your business has BIG goals, and you’re working hard to achieve them every day. Chances are, you’re focused on driving new customers to your business and driving retention through great customer experiences that foster long-term loyalty. With big goals like that, there’s nothing more valuable than having a trusted partner by your side who not only shares your goals and your vision but can help bring both of those things to life.
That’s why, at Bell Media, all of our Digital Marketing clients work with a dedicated Customer Success Manager (CSM).
Care to know more about how this partnership works? Let’s talk about how our Customer Success Managers are partners in helping you achieve your big goals.
What is a Customer Success Manager?
Let’s start with what Customer Success Managers aren’t. They aren’t just Account Managers with different titles. Account managers’ primary goal is to get renewals and upsells. Customer Success Managers’ primary goal is to help clients like you succeed in their business goals. Both roles are charged with keeping revenue coming into their company and both may make renewals and upsells, but the metrics and resulting priorities of a Customer Success Manager are different from an Account Manager.
For example, Account Managers’ success metrics often involve the number of renewals and upsells. Customer Success Managers’ success metrics, on the other hand, are tied to the success of their customers. When a Customer Success Manager recommends an upsell, it’s because it’s a path to helping their client achieve a stated business goal.
At Bell Media, we’re in the business of helping our customers achieve their BIG business goals so we have Customer Success Managers.
Your Customer Success Manager is your daily point of contact and meets regularly with you to discuss campaign performance and plan for the future. We hand-pick the right Customer Success Manager for your business to provide the most value to the relationship. All of our Customer Success Managers are Google Certified experts in Digital Marketing. Many of our CSMs also specialize by industry, from Healthcare to Home Services and more.
Why is a Customer Success Manager Important For My Marketing and Business?
Your CSM is Your Strategic Business Partner.
Does your current Marketing provider have a deep understanding of your business and goals? That’s where our Account Managers start. Your customers and prospects take action based on needs and motivations that we must first understand so we can create Digital experiences that compel them to take action. Digital Marketing is an important part of your success, but we’re also a strategic partner. From lead management to calculating ROI, we offer guidance and smart strategies.
Your CSM Takes A Data-Driven Approach.
We love Digital Marketing because it’s always evolving and challenging us in new ways. That’s why, at Bell Media, education is one of our core values. Your Customer Success Manager stays up-to-date on Digital trends and online behaviors that can help benefit you. But it doesn’t stop there. We share those insights with you, and we love helping educate you, your teams, and your leadership on the value of your customers’ digital experiences.
Experience and Expertise Are A Key Component of Your CSM’s Role.
One of the most powerful aspects of Digital Marketing is the ability to know your customers. We can see where they’ve been, who they are, and the online actions they’ve taken. All of our insights around your customers’ online journey are grounded in data. We pull analytics verified from multiple sources to share your successes and opportunities. Studying your prospects’ online behavior helps us uncover their motivations, and we use those insights to create better and better online experiences for them. Every report you receive from your Customer Success Manager will demonstrate that approach.
Your CSM Leads Your Account Team.
Once your campaigns go live, your Customer Success Manager is your main point of contact for all things Bell Media. But what you may not realize is that your CSM is also leading and coordinating a host of Production team members who are dedicated to your campaigns’ success. From writers and designers to website developers and search engine optimizers, your behind-the-scenes account team is communicating regularly with your CSM about your goals and opportunities.
We Succeed When You Succeed
We consider it a great privilege to be chosen by our clients to help drive their business outcomes. That’s why we build our Customer Success Team with highly-qualified, passionate account managers who you will enjoy working with and learn from while driving great results.