Age: 38

Gender: Female

Occupation: Marketing Manager in Tech Startup, full time position, 10 employees at the company, Delaware based company, B2B marketing focus, fast growing company, reports to marketing VP, 5 reports, team consists of social media and SEO specialist, content and email marketing, digital ads expert, and website product expert, each team member has 3-5 years of experience in the field, need to stay current with new innovation in the market and new technology and strategies. Sarah is focused on lead generation, brand awareness and nurture leads. KPIs include, # of leads by channel, # of opportunities created, marketing influenced pipeline and revenue, brand mention, website visits. Sarah likes to experiment with new tools, platforms and strategy. B2B focused and lead generation and brand awareness focused .Social media marketing, brand awareness, digital strategy, B2B Marketing, Lead Generation, Brand Awareness, content marketing, website conversion optimization, customer journey optimization are some of the focus area. Some of the platforms in their martech stack include salesforce, hubspot, wordpress, adobe creative suite, semrush, google analytics, google ads, linkedin ads, ever webinar, zoominfo, clearbit, amplitude, google workspace and tableau for dashboards. They like to collaborate with cross functional teams, namely sales, product, engineering and support team. They are currently adopting agile marketing and weekly scrums with the team. They value the importance of social media cx, are looking to scale the team, but not sure where to start and best practices. CX today is mostly reactive and not proactive and looking to learn more about how to scale this proactively to other channels like support and sales. With high satisfaction rate, their NPS scores are low, as they don't measure loyalty today, just measuring customer happiness and satisfaction scores and need to be improved, also improve csat survey response rate. They are a growing startup, are trying to achieve 10x growth in 3 years. They recently did a series A and looking to raise Series B and C. Average Deal size is $10,000. Customer life time value is 3 years. churn rate is 5%. Customer acquisition cost is $5,000.

Education: Master's Degree, Marketing

Age: 42

Gender: Male

Occupation: Customer Service Manager at Mid-Sized Retail Company, full time position, 200 employees at the company, New York based company, B2C marketing focus, reports to VP of operations, 10 reports, customer support, call center and social media support, each team member has 3-5 years of experience in the field, need to improve NPS and CSAT scores. David is focused on customer satisfaction, improve customer retention, reduce churn rate and improve upsell rate. KPIs include, # of support tickets, average resolution time, first contact resolution, CSAT score, NPS score, customer retention rate, churn rate, upsell rate. David likes to stay current with new support platforms, tools and strategy. B2C focused and customer retention and upselling are some of the focus area .Social media marketing, customer support strategy, digital strategy, B2C Marketing, retention, customer satisfaction, content marketing, support automation, and chatbot integration are some of the focus area. Some of the platforms in their martech stack include salesforce service cloud, hubspot, wordpress, adobe creative suite, semrush, google analytics, google ads, ever webinar, zoominfo, clearbit, amplitude, google workspace and tableau for dashboards. They like to collaborate with cross functional teams, namely sales, product, engineering and marketing team. They are currently adopting agile customer support and weekly scrums with the team. They value the importance of social media cx, are looking to scale the team, but not sure where to start and best practices. CX today is mostly reactive and not proactive and looking to learn more about how to scale this proactively to other channels like support and sales. With high satisfaction rate, their NPS scores are low, as they don't measure loyalty today, just measuring customer happiness and satisfaction scores and need to be improved, also improve csat survey response rate. They are a growing mid-sized retail company, and are trying to achieve 20% growth in 3 years. They recently did a private equity buyout and are looking to improve operational efficiencies. Average Deal size is $50. Customer life time value is 5 years. churn rate is 20%. Customer acquisition cost is $25.

Education: Bachelor's Degree, Advertising

Age: 35

Gender: Female

Occupation: Social Media Specialist at Small Business, full time position, 10 employees at the company, Massachusetts based company, B2C marketing focus, reports to the founder, 1 reports, a virtual assistant. Each member has 1-2 years of experience in the field, they need to improve social media reach, brand awareness and lead generation. Emily is focused on improving social media reach and engagement, improve brand awareness, drive lead generation and improve upsell rate. KPIs include, # of followers, # of likes, # of shares, # of comments, reach, impression, website visits, # of leads from social media, upsell rate, conversion rate. Emily likes to stay current with new social media trends, tools and strategies. B2C focused and improving social media reach, engagement, followers and lead generation are some of the focus area .Social media marketing, brand awareness, digital strategy, B2C Marketing, lead generation, customer satisfaction, content marketing, support automation, and influencer marketing are some of the focus area. Some of the platforms in their martech stack include shopify, hubspot, wordpress, adobe creative suite, canva, capcut, semrush, google analytics, google ads, ever webinar, zoominfo, clearbit, amplitude, google workspace and tableau for dashboards. They like to collaborate with cross functional teams, namely operations, product, and customer service team. They are currently adopting agile social media marketing and monthly scrums with the team. They value the importance of social media cx, are looking to improve social media engagement and best practices. CX today is mostly reactive and not proactive and looking to learn more about how to scale this proactively to other channels like support and sales. They are a growing small business, and are trying to achieve 50% growth in 3 years. They recently got a loan from SBA and are looking to improve profits. Average Deal size is $10. Customer life time value is 1 year. churn rate is 30%. Customer acquisition cost is $5.

Education: Bachelor's Degree, Communications