\nWhat Is Drift\u2019s Conversation Cloud?<\/a>
\nLet Your Customer\u2019s Activity Drive the Narrative<\/a>
\nConstant Communication Delivers Positive Results<\/a>
\nCustomer Experience Is Just ABM in Disguise<\/a>
\nFinal Thoughts and Additional Resources<\/a><\/p>\n"}]},{"chapter_title":"About This Guide","chapter_body":[{"acf_fc_layout":"image","image":{"ID":104405,"id":104405,"title":"2302-Drift-for-Customer-Retention-Expansion-1","filename":"2302-Drift-for-Customer-Retention-Expansion-1-scaled.jpg","filesize":534912,"url":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2302-Drift-for-Customer-Retention-Expansion-1-scaled.jpg","link":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2302-Drift-for-Customer-Retention-Expansion-1-scaled.jpg","alt":"","author":"122","description":"","caption":"","name":"wp-attachment-2302-drift-for-customer-retention-expansion-1","status":"inherit","uploaded_to":104373,"date":"2023-02-22 00:37:55","modified":"2023-02-22 00:37:55","menu_order":0,"mime_type":"image\/jpeg","type":"image","subtype":"jpeg","icon":"https:\/\/www.drift.com\/wp-includes\/images\/media\/default.png","width":361,"height":181,"sizes":{"thumbnail":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2302-Drift-for-Customer-Retention-Expansion-1-150x150.jpg","thumbnail-width":150,"thumbnail-height":150,"medium":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2302-Drift-for-Customer-Retention-Expansion-1-scaled.jpg","medium-width":361,"medium-height":181,"medium_large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2302-Drift-for-Customer-Retention-Expansion-1-scaled.jpg","medium_large-width":361,"medium_large-height":181,"large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2302-Drift-for-Customer-Retention-Expansion-1-scaled.jpg","large-width":361,"large-height":181,"1536x1536":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2302-Drift-for-Customer-Retention-Expansion-1-1536x770.jpg","1536x1536-width":1536,"1536x1536-height":770,"2048x2048":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2302-Drift-for-Customer-Retention-Expansion-1-2048x1027.jpg","2048x2048-width":2048,"2048x2048-height":1027,"third_width_square":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2302-Drift-for-Customer-Retention-Expansion-1-324x324.jpg","third_width_square-width":324,"third_width_square-height":324,"profile_24":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2302-Drift-for-Customer-Retention-Expansion-1-24x24.jpg","profile_24-width":24,"profile_24-height":24,"profile_48":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2302-Drift-for-Customer-Retention-Expansion-1-48x48.jpg","profile_48-width":48,"profile_48-height":48,"profile_96":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2302-Drift-for-Customer-Retention-Expansion-1-96x96.jpg","profile_96-width":96,"profile_96-height":96,"profile_150":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2302-Drift-for-Customer-Retention-Expansion-1-150x150.jpg","profile_150-width":150,"profile_150-height":150,"profile_300":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2302-Drift-for-Customer-Retention-Expansion-1-300x300.jpg","profile_300-width":300,"profile_300-height":300}}},{"acf_fc_layout":"body","body_text":"
\u201cGlobal recession warning.\u201d \u201cSharp economic downturn.\u201d \u201cPolycrisis era.\u201d<\/p>\n
Today\u2019s economic headlines are anything but comforting.<\/p>\n
In times like these, when every dollar seems to matter more than ever, businesses have been forced to sit down and look at what\u2019s really making an impact on their revenue.<\/p>\n
And number one, of course, is customers.<\/b><\/p>\n
It\u2019s no secret that it costs more to acquire a new customer than to retain one. In fact, a company that decreases their churn rate by just 5% can increase their profitability by anywhere between 25%-75%<\/span><\/a>.<\/p>\n But that\u2019s easier said than done.<\/p>\n When faced with economic uncertainty, your customers are also putting their tech stacks under a microscope. Every team is having the same debate: What parts of their tech stack can\u2019t they live without? And what can they afford to say goodbye to?<\/p>\n Drift isn\u2019t immune to this reality. Our go-to-market teams spend every day thinking about what makes a customer stay and what makes them want to grow with our brand.<\/p>\n So, what have we found helps us stay at the top of our customers\u2019 \u201cmust-have\u201d lists, no matter the state of the global economy?<\/p>\n That\u2019s what this guide is all about.<\/p>\n"},{"acf_fc_layout":"body","body_text":" By the end of this book, you\u2019ll learn:<\/b><\/p>\n As you\u2019ll find out throughout this guide, a successful customer retention (and expansion) strategy is comprised of many layers.<\/p>\n Is one strategy more top of mind for you than the others? You can skip ahead to learn:<\/p>\n The key to delivering a positive customer experience is ensuring that all of your go-to-market teams are singing the same song. A customer should never be left confused when they\u2019re being handed off from one team to another.<\/p>\n Through the power of conversations, Drift\u2019s Conversation Cloud<\/span><\/a> helps keep communication open and streamlined between all go-to-market teams.<\/p>\n By leveraging the features of Conversational Marketing, Conversational Sales, and Conversational Service, your marketing, sales, and support teams can all unite around the customer, determine the right next steps, and offer the best solution for that customer.<\/p>\n"},{"acf_fc_layout":"image","image":{"ID":104404,"id":104404,"title":"1","filename":"1.png","filesize":243031,"url":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/1.png","link":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/1.png","alt":"","author":"122","description":"","caption":"","name":"wp-attachment-wp-attachment-1-3","status":"inherit","uploaded_to":104373,"date":"2023-02-21 23:14:52","modified":"2023-02-21 23:23:28","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.drift.com\/wp-includes\/images\/media\/default.png","width":1350,"height":762,"sizes":{"thumbnail":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/1-150x150.png","thumbnail-width":150,"thumbnail-height":150,"medium":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/1.png","medium-width":1350,"medium-height":762,"medium_large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/1.png","medium_large-width":768,"medium_large-height":433,"large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/1.png","large-width":1350,"large-height":762,"1536x1536":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/1.png","1536x1536-width":1350,"1536x1536-height":762,"2048x2048":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/1.png","2048x2048-width":1350,"2048x2048-height":762,"third_width_square":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/1-324x324.png","third_width_square-width":324,"third_width_square-height":324,"profile_24":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/1-24x24.png","profile_24-width":24,"profile_24-height":24,"profile_48":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/1-48x48.png","profile_48-width":48,"profile_48-height":48,"profile_96":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/1-96x96.png","profile_96-width":96,"profile_96-height":96,"profile_150":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/1-150x150.png","profile_150-width":150,"profile_150-height":150,"profile_300":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/1-300x300.png","profile_300-width":300,"profile_300-height":300}}}]},{"chapter_title":"Let Your Customer\u2019s Activity Drive the Narrative","chapter_body":[{"acf_fc_layout":"body","body_text":" We\u2019ve all been there \u2014 that feeling of wanting to reach out to someone, but not quite knowing what to say.<\/p>\n Conversely, we\u2019ve all probably been on the receiving end of it, too. You get a text or email from someone who clearly wants to keep in touch, but it\u2019s like they hardly know you.<\/p>\n Thanks to today\u2019s vast supply of data, relevant and personalized customer interactions are no longer out of reach. And conversational solutions play a big <\/i>part in this.<\/p>\n In 2022, compared to 2021, 69% more marketers<\/span><\/a> with a Conversational Marketing solution said they were able to deliver relevant messaging for their users. Similarly, 48% of sellers reported that their Conversational Sales solution helped them learn about their customers more quickly.<\/p>\n Not to mention that, when your prospects become customers, you have access to even more data which will help you reach out with a message that will resonate. Here\u2019s how it all works.<\/p>\n Time is money, and money shouldn\u2019t be spent asking questions you could easily find the answers to.<\/p>\n Instead of waiting for your weekly, monthly, or even quarterly check-in with your customers, leverage website data to proactively reach out and make adjustments on the fly.<\/p>\n With the help of Drift Analytics and Insights<\/span><\/a>, you have the ability to see what pages your customers are visiting and what types of conversations they\u2019re starting on those pages. You can then use that information to prioritize product updates and have more productive conversations with your customers when those check-ins roll around.<\/p>\n"},{"acf_fc_layout":"blockquotes","quote":"Conversational insights take guessing out of the product feedback game. We\u2019re able to see which pages support conversations are starting on, and we\u2019re able to tag the chats based on different support issues. This helps the product team prioritize their work and helps us prioritize our customer training content.","citation":"Emily McGrath Just like how account executives (AEs) aim to quickly address pain points with their prospects, customer teams need shortcuts to help customers resolve product issues. Conversation tags<\/span><\/a> help teams quickly identify common pain points by flagging support tickets they\u2019re seeing frequently. These shortcuts further assist customer success managers (CSMs) in preparing for customer calls and creating content that will empower customers to resolve those issues on their own.<\/p>\n"},{"acf_fc_layout":"image","image":{"ID":104411,"id":104411,"title":"2_rev","filename":"2_rev.png","filesize":193609,"url":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2_rev.png","link":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2_rev.png","alt":"","author":"122","description":"","caption":"","name":"wp-attachment-2_rev","status":"inherit","uploaded_to":104373,"date":"2023-02-22 15:46:11","modified":"2023-02-22 15:46:11","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.drift.com\/wp-includes\/images\/media\/default.png","width":1350,"height":761,"sizes":{"thumbnail":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2_rev-150x150.png","thumbnail-width":150,"thumbnail-height":150,"medium":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2_rev.png","medium-width":1350,"medium-height":761,"medium_large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2_rev.png","medium_large-width":768,"medium_large-height":433,"large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2_rev.png","large-width":1350,"large-height":761,"1536x1536":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2_rev.png","1536x1536-width":1350,"1536x1536-height":761,"2048x2048":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2_rev.png","2048x2048-width":1350,"2048x2048-height":761,"third_width_square":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2_rev-324x324.png","third_width_square-width":324,"third_width_square-height":324,"profile_24":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2_rev-24x24.png","profile_24-width":24,"profile_24-height":24,"profile_48":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2_rev-48x48.png","profile_48-width":48,"profile_48-height":48,"profile_96":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2_rev-96x96.png","profile_96-width":96,"profile_96-height":96,"profile_150":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2_rev-150x150.png","profile_150-width":150,"profile_150-height":150,"profile_300":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/2_rev-300x300.png","profile_300-width":300,"profile_300-height":300}}},{"acf_fc_layout":"body","body_text":" The pages your customers visit on your site can tell you a lot<\/i> about where they are on their journey with your product. But how exactly do you get ahold of that information?<\/p>\n With a tool like Drift Prospector.<\/p>\n Drift Prospector<\/a><\/span> allows account executives (AEs) and CSMs to easily pin down what pages their customers are visiting most frequently and then prioritize their work accordingly. In Prospector, you can see exactly who from which account visited your site and the actions they took, as well as an AI-generated score<\/span><\/a> that tells you how engaged that company is with your brand.<\/p>\n"},{"acf_fc_layout":"image","image":{"ID":104402,"id":104402,"title":"3","filename":"3.png","filesize":289721,"url":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/3.png","link":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/3.png","alt":"","author":"122","description":"","caption":"","name":"wp-attachment-wp-attachment-3-2","status":"inherit","uploaded_to":104373,"date":"2023-02-21 23:14:28","modified":"2023-02-21 23:31:35","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.drift.com\/wp-includes\/images\/media\/default.png","width":1349,"height":766,"sizes":{"thumbnail":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/3-150x150.png","thumbnail-width":150,"thumbnail-height":150,"medium":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/3.png","medium-width":1349,"medium-height":766,"medium_large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/3.png","medium_large-width":768,"medium_large-height":436,"large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/3.png","large-width":1349,"large-height":766,"1536x1536":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/3.png","1536x1536-width":1349,"1536x1536-height":766,"2048x2048":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/3.png","2048x2048-width":1349,"2048x2048-height":766,"third_width_square":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/3-324x324.png","third_width_square-width":324,"third_width_square-height":324,"profile_24":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/3-24x24.png","profile_24-width":24,"profile_24-height":24,"profile_48":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/3-48x48.png","profile_48-width":48,"profile_48-height":48,"profile_96":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/3-96x96.png","profile_96-width":96,"profile_96-height":96,"profile_150":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/3-150x150.png","profile_150-width":150,"profile_150-height":150,"profile_300":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/3-300x300.png","profile_300-width":300,"profile_300-height":300}}},{"acf_fc_layout":"body","body_text":" \u201cIntent\u201d isn\u2019t just a word thrown around by sales reps. Just as sales reps think about certain pages (such as the pricing page) as a signal of strong buyer intent, the pages that a customer visits can clue you into their intent, too.<\/p>\n For example, if a customer is frequently on your support page, that may be a sign that they need more assistance in their onboarding. Or, if they\u2019re an older customer, it could mean that they\u2019re looking to take their product usage to the next level. Either way, such visits indicate that it\u2019s a good time to reach back out.<\/p>\n Similarly, if you notice a customer is visiting your product page but their current package doesn\u2019t include that feature, then you\u2019ve just found your window of opportunity to start a conversation about an upgrade.<\/p>\n"},{"acf_fc_layout":"blockquotes","quote":"Our AEs use Drift Prospector to organize their book for retention and expansion. By looking at which accounts are most engaged, we\u2019re able to identify low-hanging fruit for expansion opportunities. Conversely, if we notice a customer isn\u2019t active on our site, it may be a sign to have a strategy call with our CSM.","citation":"Seamus McGrath Earlier, we talked about the potential stress you might feel when reaching out to someone you haven\u2019t talked to in a while.<\/p>\n While data can help to alleviate some of that pressure, more frequent communication can help too. That\u2019s why we suggest taking the data gathered from your conversations and Drift Prospector to be more proactive in your outreach.<\/p>\n"},{"acf_fc_layout":"blockquotes","quote":"The health and retention of a customer relies on a multi-threaded approach. It\u2019s the healthy balance of Drift strategy and execution, relationship-building, and keeping everyone informed that drives success.","citation":"Nikki Theohary Just because communication is important doesn\u2019t mean that it always has to be synchronous. That said, no matter what method of communication you choose, it should always leave a lasting impression.<\/p>\n For that, we\u2019ve got just the solution.<\/p>\n Drift Video<\/a><\/span> is a great way to let your customers know you\u2019re thinking about them without taking up time on their calendars. With Drift Video, your customers can easily put a face to your name while you answer their questions clearly and concisely.<\/p>\n If your customer has follow-up questions, they can use the chatbot alongside the video to ask them. Plus, you\u2019ll receive a notification when the customer starts watching the video, so you can respond in real time. And if you\u2019re not around or if the customer wants to talk more, they can easily book a meeting in chat for a time that is most convenient for them.<\/p>\n Need some inspiration? Here are a few of our favorite video plays that you can steal to spark conversations with your customers \ud83d\udc47<\/span><\/p>\n Whether it\u2019s to solve a problem or learn more about the ins and outs of your product, your customers rely on your expertise to make the most of what you offer. A quick way to answer your customers\u2019 questions is to send them a video going over the solution in real time.<\/p>\n This saves you from the constant back-and-forth of scheduling a meeting (which might not even happen for a day or two), and it lets your customer resolve their problem when it\u2019s most convenient for them.<\/p>\n Customer teams aren\u2019t immune from getting ghosted. If the responses to your emails seem to be getting fewer and fewer, try including a video with your message. Address the topic of the email in your video, then prompt your customer to book a meeting to discuss the topic further.<\/p>\n Even if your customer doesn\u2019t book a meeting or reply to your email, with Drift Video, you\u2019ll be able to see who has watched your video and exactly how much of it they watched. This way, even without a response, you at least know that they\u2019re thinking about you too.<\/p>\n Even in a digital-first world, face-to-face meetings are invaluable. Getting them on the calendar, however, can be a real headache.<\/p>\n Wouldn\u2019t it be great if you could get a meeting on the books by just clicking a link?<\/p>\n With Drift\u2019s Meeting Links<\/span><\/a>, you can.<\/p>\n Pro Tip:<\/strong> Because your customers are already known site visitors to Drift, you can use Drift Meetings<\/span><\/a> to greet your customers by name and drop a calendar right into the chat, so they can book a meeting with their AE or CSM immediately.<\/p>\n By dropping just one link in an email thread, your customers can instantly book a meeting at a time that works for both of you. Plus, they can loop in other stakeholders without any additional back and forth.<\/p>\n Adding your meeting link to your email signature will also allow customers to book a meeting with you anytime a question pops up. This way, your customers don\u2019t need to wait for a formal check-in and can get their questions answered when they\u2019re most top-of-mind.<\/p>\n"},{"acf_fc_layout":"image","image":{"ID":104397,"id":104397,"title":"8","filename":"8.png","filesize":161888,"url":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/8.png","link":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/8.png","alt":"","author":"122","description":"","caption":"","name":"wp-attachment-wp-attachment-8-2","status":"inherit","uploaded_to":104373,"date":"2023-02-21 23:13:18","modified":"2023-02-21 23:41:19","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.drift.com\/wp-includes\/images\/media\/default.png","width":646,"height":986,"sizes":{"thumbnail":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/8-150x150.png","thumbnail-width":150,"thumbnail-height":150,"medium":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/8.png","medium-width":646,"medium-height":986,"medium_large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/8.png","medium_large-width":646,"medium_large-height":986,"large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/8.png","large-width":646,"large-height":986,"1536x1536":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/8.png","1536x1536-width":646,"1536x1536-height":986,"2048x2048":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/8.png","2048x2048-width":646,"2048x2048-height":986,"third_width_square":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/8-324x324.png","third_width_square-width":324,"third_width_square-height":324,"profile_24":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/8-24x24.png","profile_24-width":24,"profile_24-height":24,"profile_48":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/8-48x48.png","profile_48-width":48,"profile_48-height":48,"profile_96":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/8-96x96.png","profile_96-width":96,"profile_96-height":96,"profile_150":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/8-150x150.png","profile_150-width":150,"profile_150-height":150,"profile_300":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/8-300x300.png","profile_300-width":300,"profile_300-height":300}}},{"acf_fc_layout":"blockquotes","quote":"I love being able to send a group link, so I don\u2019t have to chase a bunch of different calendars. I can suggest a time, and the customers can propose new times as needed.","citation":"Chris Cardone Marketers invest a lot <\/i>of time and money into their account-based marketing (ABM)<\/span><\/a> strategies, and for good reason: One study found that 72% of marketers<\/span><\/a> saw a higher return on investment with ABM compared to other types of marketing.<\/p>\n But ABM shouldn\u2019t end after the pre-sales experience. In fact, with all the customer data you now have, the post-sales experience is where the ABM party really gets started.<\/p>\n"},{"acf_fc_layout":"blockquotes","quote":"Post-sales is the opportunity to bring the account-based experience to the next level to accelerate adoption, maximize the value of your service, drive strategic engagement, and ultimately, expand and retain your best customers. By strategically aligning marketing, sales and customer success, you can create highly personalized customer experiences and treat customers differently based on their company size, their seniority, or their title.","citation":"Myriam Diarra As a customer becomes more mature with your product, their use cases expand, which means you can suggest new features to them. However, the most important thing here is to foster a strong relationship. You want to make sure your customer knows you care about them, that you recognize their goals, and understand that their goals differ from those of other customers.<\/p>\n Automation, custom messaging, and direct mail can all help you connect with your customers more effectively.<\/p>\n The first step towards creating a personalized experience for your site visitors is determining what your different site visitors may need. Artificial intelligence (AI) has proven to be a valuable assistant<\/span><\/a> in creating personas based on visitor needs, goals, intent, and behavior.<\/p>\n Drift\u2019s Conversational AI<\/a><\/span> proactively engages with every site visitor and fuels the conversation using what you already know about them (be it their company size, annual recurring revenue, or the topic mentioned).<\/p>\n With Conversational AI, you can hold more conversations with site visitors while still keeping things personalized. In fact, 69% of marketers surveyed<\/span><\/a> claimed personalization was a key reason for implementing an artificial intelligence solution in the first place.<\/p>\n Plus, more conversations equals more data \u2014 which means you\u2019ll be able to easily identify and categorize your customers\u2019 conversation topics. You can then use that information to train the AI chatbot<\/a> to better respond to customers and deliver a better website experience.<\/p>\n"},{"acf_fc_layout":"cta_block","title":"CASE STUDY","body":" How 1Password saved 16,000<\/em> service agent hours in only 6 months with Drift<\/p>\n","button_text":"Learn More","button_url":"https:\/\/www.drift.com\/case-studies\/1password\/","open_in_new_tab":true,"button_text_two":"","button_url_two":"","open_in_new_tab_two":false},{"acf_fc_layout":"body","body_text":" So, even if it\u2019s a small customer outside of your ICP that is looking for support, Drift\u2019s AI chatbot will serve up resources to answer their question quickly and effectively. And, of course, if the AI doesn\u2019t know the answer or the customer still has questions, they will be routed to your support team.<\/p>\n Conversely, if a VIP customer comes to your website in search of support, you can directly route them to their CSM who can answer the question and guide them through potential next steps.<\/p>\n Want to know what\u2019s even better? Thanks to real-time notifications<\/span><\/a> from Drift, AEs and CSMs get notified when their customer is live on their website. So, even if the customer is engaging with the AI chatbot, your team can click on the notification and jump right into chat to deliver a truly VIP experience.<\/p>\n"},{"acf_fc_layout":"image","image":{"ID":104396,"id":104396,"title":"9","filename":"9.png","filesize":231399,"url":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/9.png","link":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/9.png","alt":"","author":"122","description":"","caption":"","name":"wp-attachment-wp-attachment-9","status":"inherit","uploaded_to":104373,"date":"2023-02-21 23:13:05","modified":"2023-02-21 23:49:11","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.drift.com\/wp-includes\/images\/media\/default.png","width":1104,"height":790,"sizes":{"thumbnail":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/9-150x150.png","thumbnail-width":150,"thumbnail-height":150,"medium":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/9.png","medium-width":1104,"medium-height":790,"medium_large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/9.png","medium_large-width":768,"medium_large-height":550,"large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/9.png","large-width":1104,"large-height":790,"1536x1536":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/9.png","1536x1536-width":1104,"1536x1536-height":790,"2048x2048":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/9.png","2048x2048-width":1104,"2048x2048-height":790,"third_width_square":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/9-324x324.png","third_width_square-width":324,"third_width_square-height":324,"profile_24":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/9-24x24.png","profile_24-width":24,"profile_24-height":24,"profile_48":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/9-48x48.png","profile_48-width":48,"profile_48-height":48,"profile_96":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/9-96x96.png","profile_96-width":96,"profile_96-height":96,"profile_150":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/9-150x150.png","profile_150-width":150,"profile_150-height":150,"profile_300":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/9-300x300.png","profile_300-width":300,"profile_300-height":300}}},{"acf_fc_layout":"body","body_text":" Customers don\u2019t need to be sold to in the same way a prospect does \u2014 but they do need to get their questions answered just as efficiently. So, when a customer visits your website, they should be greeted as your customer.<\/p>\n"},{"acf_fc_layout":"blockquotes","quote":"With prospects, you need to make your best educated guess on what they\u2019re looking for, and what the best next steps are for them to take. With customers, however, you actually have the data to inform the type of conversation you have with them.","citation":"Stacy Chen Take advantage of Drift\u2019s personalization tokens<\/span><\/a> to greet your customers by name and to suggest what they may be looking for. You can even direct them to a new product you\u2019ve released or an event you\u2019re hosting.<\/p>\n The typical call-to-action for a prospect is to book a sales meeting. Clearly, that doesn\u2019t make sense for someone who has already purchased your product.Instead, try encouraging your customers to book a meeting with their account executive or offer up a new use case for them to try. Some CTAs you can try include:<\/p>\n Direct mail is far from dead<\/a><\/span>. In fact, it\u2019s a great way to show your customers how much you care and turn them into advocates of your brand.<\/p>\n"},{"acf_fc_layout":"blockquotes","quote":"The goal of a strong customer marketing campaign is the ability to surprise and delight your customers.","citation":"Ashlyn Paquette When someone receives a gift from your company, you increase your chances of having that customer post about you on social media. For the price of that gift, you now have more word-of-mouth affirmation of your product and brand.<\/p>\n Harnessing the power of ABM<\/span><\/a> will help you take your gifting strategy to the next level.<\/p>\n While you should always be showing your customers you care about them, the end of the year is a great time to give them a little extra love.<\/p>\n So, don\u2019t just email a holiday greeting and call it a day. Consider gifting your top accounts a little something extra. You can simply add a link to the end of your email which will invite them to your website to claim their gift.<\/p>\n To make it easy for your customers to claim their gift, turn your page into a Conversational Landing Page<\/span><\/a>. This makes it so that, in just one or two clicks, your customers can claim their desired gift. You can include a picture of the gift directly in the playbook, so your customer knows exactly what to look out for.<\/p>\n"},{"acf_fc_layout":"image","image":{"ID":104393,"id":104393,"title":"12","filename":"12.png","filesize":516332,"url":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/12.png","link":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/12.png","alt":"","author":"122","description":"","caption":"","name":"wp-attachment-wp-attachment-12","status":"inherit","uploaded_to":104373,"date":"2023-02-21 23:12:23","modified":"2023-02-21 23:49:11","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.drift.com\/wp-includes\/images\/media\/default.png","width":1109,"height":1031,"sizes":{"thumbnail":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/12-150x150.png","thumbnail-width":150,"thumbnail-height":150,"medium":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/12.png","medium-width":1109,"medium-height":1031,"medium_large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/12.png","medium_large-width":768,"medium_large-height":714,"large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/12.png","large-width":1109,"large-height":1031,"1536x1536":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/12.png","1536x1536-width":1109,"1536x1536-height":1031,"2048x2048":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/12.png","2048x2048-width":1109,"2048x2048-height":1031,"third_width_square":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/12-324x324.png","third_width_square-width":324,"third_width_square-height":324,"profile_24":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/12-24x24.png","profile_24-width":24,"profile_24-height":24,"profile_48":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/12-48x48.png","profile_48-width":48,"profile_48-height":48,"profile_96":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/12-96x96.png","profile_96-width":96,"profile_96-height":96,"profile_150":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/12-150x150.png","profile_150-width":150,"profile_150-height":150,"profile_300":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/12-300x300.png","profile_300-width":300,"profile_300-height":300}}},{"acf_fc_layout":"body","body_text":" If you\u2019ve just created a new landing page or content offer, consider enticing your customers to the page with a gift.<\/p>\n Make sure that, once a customer clicks the link to the new page in your email, they will immediately be met with a personalized chatbot to greet them. Set things up so that if the customer finishes going through the bot flow and books a meeting with their AE, they\u2019ll receive the gift in the mail.<\/p>\n"},{"acf_fc_layout":"image","image":{"ID":104392,"id":104392,"title":"13","filename":"13.png","filesize":353732,"url":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/13.png","link":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/13.png","alt":"","author":"122","description":"","caption":"","name":"wp-attachment-wp-attachment-13","status":"inherit","uploaded_to":104373,"date":"2023-02-21 23:12:10","modified":"2023-02-21 23:49:11","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.drift.com\/wp-includes\/images\/media\/default.png","width":1170,"height":1204,"sizes":{"thumbnail":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/13-150x150.png","thumbnail-width":150,"thumbnail-height":150,"medium":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/13.png","medium-width":1170,"medium-height":1204,"medium_large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/13.png","medium_large-width":768,"medium_large-height":790,"large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/13.png","large-width":1170,"large-height":1204,"1536x1536":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/13.png","1536x1536-width":1170,"1536x1536-height":1204,"2048x2048":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/13.png","2048x2048-width":1170,"2048x2048-height":1204,"third_width_square":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/13-324x324.png","third_width_square-width":324,"third_width_square-height":324,"profile_24":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/13-24x24.png","profile_24-width":24,"profile_24-height":24,"profile_48":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/13-48x48.png","profile_48-width":48,"profile_48-height":48,"profile_96":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/13-96x96.png","profile_96-width":96,"profile_96-height":96,"profile_150":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/13-150x150.png","profile_150-width":150,"profile_150-height":150,"profile_300":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/13-300x300.png","profile_300-width":300,"profile_300-height":300}}}]},{"chapter_title":"Final Thoughts and Additional Resources","chapter_body":[{"acf_fc_layout":"body","body_text":" Ready to streamline your path to more revenue by creating advocates for your business? Drift is here to help.<\/b><\/p>\n Regardless of the state of the economy, customers should always be your number one priority. Luckily, showing your customers you care takes very few additional resources.<\/p>\n With a little bit of research, a little bit of prioritization, and a whole lot of creativity, you can turn your customers into your biggest brand advocates.<\/p>\n Check out these additional resources we\u2019ve compiled to dive deeper into some of the topics discussed above:<\/p>\n The Go-to-Market Guide to Drift<\/b><\/a><\/span><\/p>\n Read how the Drift team uses Drift for marketing, sales, operations, and service.<\/p>\n Personalization That Actually Feels Personal<\/b><\/a><\/span><\/p>\n Learn how to use ABM to build relationships and revenue, according to Drift, 6sense, and Qualtrics.<\/p>\n The Account-Based Personalization Playbook<\/b><\/a><\/span><\/p>\n Read how to bring traditional in-person selling to real-time digital experiences.<\/p>\n AI for Humans<\/b><\/a><\/span><\/p>\n Understand what AI really is, how sales and marketing teams can use it, and why robots aren\u2019t coming for your jobs.<\/p>\n Understanding Drift Conversational Service<\/b><\/a><\/span><\/p>\n Learn how Conversational Service can help you grow customer value, improve team efficiency, and reduce costs.<\/p>\n\n
\n
Drift Analytics & Insights<\/h3>\n
Director of Customer Experience<\/span> ","citation_headshot":{"ID":104391,"id":104391,"title":"emily headshot","filename":"emily-headshot.png","filesize":21593,"url":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/emily-headshot.png","link":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/emily-headshot.png","alt":"","author":"122","description":"","caption":"","name":"wp-attachment-wp-attachment-emily-headshot","status":"inherit","uploaded_to":104373,"date":"2023-02-21 23:12:04","modified":"2023-02-21 23:23:28","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.drift.com\/wp-includes\/images\/media\/default.png","width":114,"height":114,"sizes":{"thumbnail":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/emily-headshot.png","thumbnail-width":114,"thumbnail-height":114,"medium":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/emily-headshot.png","medium-width":114,"medium-height":114,"medium_large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/emily-headshot.png","medium_large-width":114,"medium_large-height":114,"large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/emily-headshot.png","large-width":114,"large-height":114,"1536x1536":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/emily-headshot.png","1536x1536-width":114,"1536x1536-height":114,"2048x2048":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/emily-headshot.png","2048x2048-width":114,"2048x2048-height":114,"third_width_square":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/emily-headshot.png","third_width_square-width":114,"third_width_square-height":114,"profile_24":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/emily-headshot-24x24.png","profile_24-width":24,"profile_24-height":24,"profile_48":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/emily-headshot-48x48.png","profile_48-width":48,"profile_48-height":48,"profile_96":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/emily-headshot-96x96.png","profile_96-width":96,"profile_96-height":96,"profile_150":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/emily-headshot.png","profile_150-width":114,"profile_150-height":114,"profile_300":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/emily-headshot.png","profile_300-width":114,"profile_300-height":114}}},{"acf_fc_layout":"body","body_text":"Drift Prospector<\/h3>\n
Mid-Market Sales Manager <\/span>","citation_headshot":{"ID":104387,"id":104387,"title":"seamus headshot","filename":"seamus-headshot.png","filesize":20520,"url":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/seamus-headshot.png","link":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/seamus-headshot.png","alt":"","author":"122","description":"","caption":"","name":"wp-attachment-wp-attachment-seamus-headshot","status":"inherit","uploaded_to":104373,"date":"2023-02-21 23:11:44","modified":"2023-02-21 23:23:28","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.drift.com\/wp-includes\/images\/media\/default.png","width":114,"height":114,"sizes":{"thumbnail":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/seamus-headshot.png","thumbnail-width":114,"thumbnail-height":114,"medium":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/seamus-headshot.png","medium-width":114,"medium-height":114,"medium_large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/seamus-headshot.png","medium_large-width":114,"medium_large-height":114,"large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/seamus-headshot.png","large-width":114,"large-height":114,"1536x1536":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/seamus-headshot.png","1536x1536-width":114,"1536x1536-height":114,"2048x2048":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/seamus-headshot.png","2048x2048-width":114,"2048x2048-height":114,"third_width_square":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/seamus-headshot.png","third_width_square-width":114,"third_width_square-height":114,"profile_24":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/seamus-headshot-24x24.png","profile_24-width":24,"profile_24-height":24,"profile_48":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/seamus-headshot-48x48.png","profile_48-width":48,"profile_48-height":48,"profile_96":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/seamus-headshot-96x96.png","profile_96-width":96,"profile_96-height":96,"profile_150":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/seamus-headshot.png","profile_150-width":114,"profile_150-height":114,"profile_300":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/seamus-headshot.png","profile_300-width":114,"profile_300-height":114}}}]},{"chapter_title":"Constant Communication Delivers Positive Results","chapter_body":[{"acf_fc_layout":"body","body_text":"
Senior Manager, Mid-Market Customer Success Team <\/span>","citation_headshot":{"ID":104390,"id":104390,"title":"nikki headshot","filename":"nikki-headshot.png","filesize":24849,"url":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/nikki-headshot.png","link":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/nikki-headshot.png","alt":"","author":"122","description":"","caption":"","name":"wp-attachment-wp-attachment-nikki-headshot","status":"inherit","uploaded_to":104373,"date":"2023-02-21 23:11:59","modified":"2023-02-21 23:25:15","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.drift.com\/wp-includes\/images\/media\/default.png","width":114,"height":114,"sizes":{"thumbnail":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/nikki-headshot.png","thumbnail-width":114,"thumbnail-height":114,"medium":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/nikki-headshot.png","medium-width":114,"medium-height":114,"medium_large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/nikki-headshot.png","medium_large-width":114,"medium_large-height":114,"large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/nikki-headshot.png","large-width":114,"large-height":114,"1536x1536":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/nikki-headshot.png","1536x1536-width":114,"1536x1536-height":114,"2048x2048":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/nikki-headshot.png","2048x2048-width":114,"2048x2048-height":114,"third_width_square":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/nikki-headshot.png","third_width_square-width":114,"third_width_square-height":114,"profile_24":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/nikki-headshot-24x24.png","profile_24-width":24,"profile_24-height":24,"profile_48":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/nikki-headshot-48x48.png","profile_48-width":48,"profile_48-height":48,"profile_96":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/nikki-headshot-96x96.png","profile_96-width":96,"profile_96-height":96,"profile_150":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/nikki-headshot.png","profile_150-width":114,"profile_150-height":114,"profile_300":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/nikki-headshot.png","profile_300-width":114,"profile_300-height":114}}},{"acf_fc_layout":"body","body_text":"Drift Video<\/h3>\n
\n
\n<\/strong>When your customers hit a big milestone with you, send them a quick video to congratulate them. You can send this video to the most active user of your product, but you might also want to send it to their bosses and executives. These people may not be in the weeds with your product as much, but they do sign the checks.
\n![\"\"](\"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/4.png\")
<\/li>\n
\nA personalized video can be a great way to broaden your connections within an account and make friends in higher places. One of our favorite plays is to send a video via LinkedIn Messaging to our customers\u2019 executives.<\/p>\n![\"\"](\"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/5.png\")
\nThrough a video, you can directly explain who you are and why you\u2019re reaching out. That way, you allow your customers to put a face to your name \u2014 while showing how much time and effort you put into building relationships with each individual customer.<\/p>\n<\/li>\n![\"\"](\"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/6.png\")
\nPro Tip:<\/strong> Create a database of videos where you answer frequently asked questions and address logical next steps. This way, when a customer comes to you with one of those questions, you can send them an answer in less than a minute.<\/li>\n![\"\"](\"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/7.png\")
<\/li>\n<\/ol>\n"},{"acf_fc_layout":"body","body_text":"Drift Meetings<\/h3>\n
Customer Success Manager, Focused Mid-Market <\/span>","citation_headshot":{"ID":104389,"id":104389,"title":"chris headshot","filename":"chris-headshot.png","filesize":21660,"url":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/chris-headshot.png","link":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/chris-headshot.png","alt":"","author":"122","description":"","caption":"","name":"wp-attachment-wp-attachment-chris-headshot","status":"inherit","uploaded_to":104373,"date":"2023-02-21 23:11:54","modified":"2023-02-21 23:23:29","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.drift.com\/wp-includes\/images\/media\/default.png","width":114,"height":114,"sizes":{"thumbnail":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/chris-headshot.png","thumbnail-width":114,"thumbnail-height":114,"medium":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/chris-headshot.png","medium-width":114,"medium-height":114,"medium_large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/chris-headshot.png","medium_large-width":114,"medium_large-height":114,"large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/chris-headshot.png","large-width":114,"large-height":114,"1536x1536":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/chris-headshot.png","1536x1536-width":114,"1536x1536-height":114,"2048x2048":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/chris-headshot.png","2048x2048-width":114,"2048x2048-height":114,"third_width_square":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/chris-headshot.png","third_width_square-width":114,"third_width_square-height":114,"profile_24":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/chris-headshot-24x24.png","profile_24-width":24,"profile_24-height":24,"profile_48":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/chris-headshot-48x48.png","profile_48-width":48,"profile_48-height":48,"profile_96":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/chris-headshot-96x96.png","profile_96-width":96,"profile_96-height":96,"profile_150":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/chris-headshot.png","profile_150-width":114,"profile_150-height":114,"profile_300":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/chris-headshot.png","profile_300-width":114,"profile_300-height":114}}}]},{"chapter_title":"Customer Experience Is Just ABM In Disguise","chapter_body":[{"acf_fc_layout":"body","body_text":"
Head of Customer Lifecycle Marketing <\/span>","citation_headshot":{"ID":104386,"id":104386,"title":"myriam headshot","filename":"myriam-headshot.png","filesize":25377,"url":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/myriam-headshot.png","link":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/myriam-headshot.png","alt":"","author":"122","description":"","caption":"","name":"wp-attachment-wp-attachment-myriam-headshot","status":"inherit","uploaded_to":104373,"date":"2023-02-21 23:11:39","modified":"2023-02-21 23:44:34","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.drift.com\/wp-includes\/images\/media\/default.png","width":114,"height":114,"sizes":{"thumbnail":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/myriam-headshot.png","thumbnail-width":114,"thumbnail-height":114,"medium":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/myriam-headshot.png","medium-width":114,"medium-height":114,"medium_large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/myriam-headshot.png","medium_large-width":114,"medium_large-height":114,"large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/myriam-headshot.png","large-width":114,"large-height":114,"1536x1536":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/myriam-headshot.png","1536x1536-width":114,"1536x1536-height":114,"2048x2048":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/myriam-headshot.png","2048x2048-width":114,"2048x2048-height":114,"third_width_square":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/myriam-headshot.png","third_width_square-width":114,"third_width_square-height":114,"profile_24":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/myriam-headshot-24x24.png","profile_24-width":24,"profile_24-height":24,"profile_48":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/myriam-headshot-48x48.png","profile_48-width":48,"profile_48-height":48,"profile_96":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/myriam-headshot-96x96.png","profile_96-width":96,"profile_96-height":96,"profile_150":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/myriam-headshot.png","profile_150-width":114,"profile_150-height":114,"profile_300":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/myriam-headshot.png","profile_300-width":114,"profile_300-height":114}}},{"acf_fc_layout":"body","body_text":"Conversational AI<\/h3>\n
Custom Messaging<\/h3>\n
Conversion Marketing Manager <\/span>","citation_headshot":{"ID":104388,"id":104388,"title":"stacy headshot","filename":"stacy-headshot.png","filesize":25913,"url":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/stacy-headshot.png","link":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/stacy-headshot.png","alt":"","author":"122","description":"","caption":"","name":"wp-attachment-wp-attachment-stacy-headshot","status":"inherit","uploaded_to":104373,"date":"2023-02-21 23:11:49","modified":"2023-02-21 23:49:11","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.drift.com\/wp-includes\/images\/media\/default.png","width":114,"height":114,"sizes":{"thumbnail":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/stacy-headshot.png","thumbnail-width":114,"thumbnail-height":114,"medium":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/stacy-headshot.png","medium-width":114,"medium-height":114,"medium_large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/stacy-headshot.png","medium_large-width":114,"medium_large-height":114,"large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/stacy-headshot.png","large-width":114,"large-height":114,"1536x1536":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/stacy-headshot.png","1536x1536-width":114,"1536x1536-height":114,"2048x2048":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/stacy-headshot.png","2048x2048-width":114,"2048x2048-height":114,"third_width_square":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/stacy-headshot.png","third_width_square-width":114,"third_width_square-height":114,"profile_24":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/stacy-headshot-24x24.png","profile_24-width":24,"profile_24-height":24,"profile_48":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/stacy-headshot-48x48.png","profile_48-width":48,"profile_48-height":48,"profile_96":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/stacy-headshot-96x96.png","profile_96-width":96,"profile_96-height":96,"profile_150":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/stacy-headshot.png","profile_150-width":114,"profile_150-height":114,"profile_300":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/stacy-headshot.png","profile_300-width":114,"profile_300-height":114}}},{"acf_fc_layout":"body","body_text":"\n
\n
![\"\"](\"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/10.png\")
<\/li>\n\n
\n![\"\"](\"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/11.png\")
<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n"},{"acf_fc_layout":"body","body_text":"Direct Mail Campaigns<\/h3>\n
Customer Marketing Lifecycle Manager <\/span>","citation_headshot":{"ID":104385,"id":104385,"title":"ashlyn headshot","filename":"ashlyn-headshot.png","filesize":27632,"url":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/ashlyn-headshot.png","link":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/ashlyn-headshot.png","alt":"","author":"122","description":"","caption":"","name":"wp-attachment-wp-attachment-ashlyn-headshot","status":"inherit","uploaded_to":104373,"date":"2023-02-21 23:11:33","modified":"2023-02-21 23:49:11","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.drift.com\/wp-includes\/images\/media\/default.png","width":114,"height":114,"sizes":{"thumbnail":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/ashlyn-headshot.png","thumbnail-width":114,"thumbnail-height":114,"medium":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/ashlyn-headshot.png","medium-width":114,"medium-height":114,"medium_large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/ashlyn-headshot.png","medium_large-width":114,"medium_large-height":114,"large":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/ashlyn-headshot.png","large-width":114,"large-height":114,"1536x1536":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/ashlyn-headshot.png","1536x1536-width":114,"1536x1536-height":114,"2048x2048":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/ashlyn-headshot.png","2048x2048-width":114,"2048x2048-height":114,"third_width_square":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/ashlyn-headshot.png","third_width_square-width":114,"third_width_square-height":114,"profile_24":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/ashlyn-headshot-24x24.png","profile_24-width":24,"profile_24-height":24,"profile_48":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/ashlyn-headshot-48x48.png","profile_48-width":48,"profile_48-height":48,"profile_96":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/ashlyn-headshot-96x96.png","profile_96-width":96,"profile_96-height":96,"profile_150":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/ashlyn-headshot.png","profile_150-width":114,"profile_150-height":114,"profile_300":"https:\/\/www.drift.com\/wp-content\/uploads\/2023\/02\/ashlyn-headshot.png","profile_300-width":114,"profile_300-height":114}}},{"acf_fc_layout":"body","body_text":"Holiday Gifting<\/h3>\n
New Offer Promotion<\/h3>\n