Totango

MARCH 26, 2021

At one time, customer lifecycle models took a seller-centric perspective which split the pre-sales phase of the customer’s journey from the post-sales phase. A satisfying post-sales experience sets the stage for subscription renewals and referrals, laying a foundation for additional sales.

SaaS 66

SaaS Best practices Upselling Education 66

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

SaaS 93

SaaS Best practices Journey mapping Customer advocacy 93

Beyond Philosophy

JANUARY 29, 2021

Many organizations want a silver-bullet solution for Customer Experience , one quick thing they can do that will fix everything. However, there isn’t one for Customer Experience. It takes constant attention and small, deliberate changes to improve Customer Experience.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

Lumoa

JUNE 9, 2020

Just as with customer experience in every other business segment, eCommerce customer experience is growing increasingly important in our current economic climate. The eCommerce market is expected to grow by 11 trillion dollars between 2021-2025. Read about how Reima is improving their digital customer experience.

Customer Experience 83

Customer Experience Feedback Surveys Analytics 83

ChurnZero

FEBRUARY 9, 2021

. As we think ahead to how we want 2021 to go, you might be thinking about professional goals and ways to grow your skills over the next year. This course address what CSM is and why it’s important; what types of situations CSM applies to; and how CSM can help increase a company’s sales revenues and profitability.

Journey mapping 52

Journey mapping Best practices Consulting Consulting 52

CSM Magazine

DECEMBER 10, 2021

The Great Resignation is a topic receiving plenty of attention in 2021 and for good reason. It’s important to keep in mind that every emerging customer experience challenge we are trying to solve in the post-pandemic digital world reflects a similar employee experience challenge.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

JustCall

MARCH 8, 2023

And customer experience has emerged as one of those areas where they have had a significant impact over the past few years. Annette Franz Founder and CEO, CX Journey Inc. Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Interactions

SEPTEMBER 9, 2021

2021 is a highly digitized world. Online grocery sales rose 54% in 2020 and are expected to hit almost $200B in 2024. Learn more about using digital technologies to improve satisfaction and the customer experience with our customer journey mapping resources. .

Airlines 62

Airlines Banking Journey mapping Accountability 62

Infinity

JANUARY 31, 2022

Throughout 2021, the customer experience became the new battleground for businesses. The pandemic caused a massive shift in the way businesses operate and connect with their customers. Many businesses pumped budget into developing digital channels to satisfy new customer needs and improve the customer experience.

Journey mapping 52

Journey mapping Analytics Scripts Sales 52

Totango

SEPTEMBER 17, 2021

What these various forms of the freemium SaaS model all have in common is that they take product-led growth approach to marketing and sales. It gives the individual user an opportunity to experience your product for themselves. The freemium sales model has become widespread in the SaaS industry. Promotes Customer Loyalty.

SaaS 75

SaaS Best practices Upselling Journey mapping 75

Education Services Group

OCTOBER 27, 2020

Quite eye-opening, I learned that 80% of B2B Sales interactions between suppliers and buyers will occur via digital channels by 2025. Digital Engagement is arguably one of the most critical pieces of a customer journey. There must be constant CS education across the board – this includes support and sales!

Education 52

Education Best practices Journey mapping Analytics 52

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. With a quick Amazon book search, customer service keyword results are north of 100,000.

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Caroline was also named one of the Top 100 Customer Success Strategists for 2020-2021.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

CSM Magazine

JULY 7, 2022

Total Experience can be a powerful tool for engagement and growth, but only with an intentional strategy behind it. Kate Kompelien, Executive Director of Experience Strategy at Avtex, explains. By solving employee needs, you directly solve some of your customer needs and vis versa. Prioritize, build, and launch your experience.

Journey mapping 59

Journey mapping Employee engagement Feedback Metrics 59

delighted

FEBRUARY 7, 2022

It’s no wonder then that the online share of retail sales is expected to touch a record-breaking 21.8% by 2024, indicating a drastic shift in customer preferences courtesy of COVID-19. But with global lockdowns in play, one of the things that ‘home-confined customers’ craved for is in-person ( real-world ) experiences.

Journey mapping 70

Journey mapping Sales Banking Personalization 70

Natalie Petouhof

AUGUST 15, 2022

Customer experience (CX) has become the overwhelming top initiative for business leaders. It outweighs the price, product quality, and every other factor when customers choose a brand. In 2021, 67% of millennials dropped a brand because of a single bad experience, per my research. Loyalty can be fleeting though.

Multichannel 52

Multichannel Journey mapping Average Handle Time Banking 52

SmartKarrot

SEPTEMBER 25, 2020

Did you know that over 86% of the buyers are willing to pay more for great customer experience? In fact, a Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. There is a stronger alignment between customer success and sales of your business.

Journey mapping 8

Journey mapping SaaS Customer retention Metrics 8

SmartKarrot

SEPTEMBER 25, 2020

Did you know that over 86% of the buyers are willing to pay more for great customer experience? In fact, a Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. There is a stronger alignment between customer success and sales of your business.

Journey mapping 8

Journey mapping SaaS Customer retention Metrics 8

SmartKarrot

DECEMBER 3, 2020

This list of new year’s resolutions will help customer success managers handle their priorities well for a successful run at the customer front. With the Coronavirus pandemic that has shaken the world in 2020, it is important to look for improvements in customer retention in 2021. Create a customer-centric culture.

Management 10

Management Customer centricity Journey mapping SaaS 10

Interactions

JANUARY 7, 2021

Those with effective automated customer experience applications were able to react quickly and effectively. With consumer comfort growing and businesses realizing that customer experience automation powered by AI is a necessity to survive, what does the future look like? Dave Parkinson, EVP of Sales.

Customer Experience 62

Customer Experience Journey mapping Enterprise Customer Care 62