“So you don't spend your time or waste your time on actually convincing days, emails, calls, presentations, QBRs, and then you actually show them the value before they actually make the investment. So we call this active upsell. We started experimenting with it, and it's a powerful tool”
quote is from the automated transcript, cleaned for reading:
filler sounds and stutters are removed, nothing is rephrased. names can be misheard
(the analysis reads context, assessments check outside sources). how →
More from Merve Nazlioglu
Disclosure
Insider mailed customers physical digital frames with personalized CEO video greetings
“You know, maybe just sending a digital frame in a box, which we did at Insider, so real tactic here. And the digital frame was personalized to the person who's receiving it. So you tap on the digital frame, which is a photo frame, which we all have, you know, …”
Merve NazliogluJul 7, 2023▶ 8:03How To Boost Your Net Retention Revenue (NRR) to Over 140% with Insider's CEO and CMO
“So I think, ah, the outside of the, taking the gifts outside of the box and creating those experiences is really gonna be the future of customer marketing. It's all about relationships. Even if you send them a frickin' scooter, it's not gonna buy you that rela…”
Merve NazliogluJul 7, 2023▶ 9:41How To Boost Your Net Retention Revenue (NRR) to Over 140% with Insider's CEO and CMO
Insight
Nazlioglu: B2B SaaS should reward customer advocacy with gamified point systems
“Thinking about what we ask from them we can reward them with a point system. So, 50 points for your G to review, 200 points for your lovely speaking opportunity at Reshape, with Hyundai maybe, or with some other panelists, and that way they're accumulating poi…”
Merve NazliogluJul 7, 2023▶ 22:32How To Boost Your Net Retention Revenue (NRR) to Over 140% with Insider's CEO and CMO
Insight
Nazlioglu: Offering upfront review incentives leads to mediocre customer ratings
“If you really want to send them an Amazon, Amazon voucher or some sort of present and recognize them, do it after, not before. Don't say, here's a 20 dollar Amazon voucher for you. Can you please give me a review? You will end up getting maybe two star, three …”
Merve NazliogluJul 7, 2023▶ 26:18How To Boost Your Net Retention Revenue (NRR) to Over 140% with Insider's CEO and CMO
Insight
Nazlioglu: Customer marketing teams are often structurally isolated and lonely within organizations
“Customer marketing teams are lonely. They are quite lonely in the organization. They have to work with sales. They have to work with customer success teams. They have to work with customers.”
Merve NazliogluJul 7, 2023▶ 29:02How To Boost Your Net Retention Revenue (NRR) to Over 140% with Insider's CEO and CMO
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