Totango

MARCH 26, 2021

Resources: The Customer Journey Map: An Ultimate Guide. Resources: Guide to Customer Growth. How to Improve Customer Retention—Even During a Pandemic. In the expansion phase, customers’ usage of their original purchase leads to advanced feature adoption and the purchase of new products and services.

SaaS 68

SaaS Best practices Upselling Education 68

Quadient

OCTOBER 1, 2021

The State of CX: A series on customer experience trends and beyond - empathy's key role. Fri, 10/01/2021 - 17:30. The evolution from customer communications to the more comprehensive approach of customer experience management represents the sea change in how businesses view their approach to customer growth and retention.

Customer Experience 52

Customer Experience Journey mapping Enterprise Customer centricity 52

Totango

DECEMBER 28, 2020

Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. Cisco incentives help pay for your customer success investments. There are two deadlines that need to be met by their partners in 2021.

Best practices 84

Best practices Upselling Analytics Technology 84

Education Services Group

MARCH 4, 2021

If you’ve already built your organization and need to advance to the next phase, then revisiting your customer journey maps or discovering the right digital strategy might be your next hurdle. You’ve already got a blueprint for Customer Success. You know your customer health scores can accurately predict churn.

Consulting 52

Consulting Consulting Journey mapping outsourcing 52

CSM Practice

MARCH 8, 2021

Their Customer Success organization has ~100 team members and is looking to grow. Delphix has 100 CSMs with projections to grow the team by 30% in 2021. Retention numbers have been trending in the right direction in the last 2 years. They moved from churn mitigation and renewals to enhancing customer value. The Challenge.

Journey mapping 52

Journey mapping Best practices Enterprise Customer retention 52

SmartKarrot

DECEMBER 2, 2020

Now that she is rendering her service at Slack, she is ensuring the best of customer service given to the clients that pull in massive customer retention and loyalty. Annette Franz, CEO, and Founder, CX Journey Inc. To understand how SmartKarrot can helps SaaS companies keep and grow loyal customers, Request a Demo.

Journey mapping 17

Journey mapping SaaS Customer retention Contact Center 17

Education Services Group

OCTOBER 27, 2020

I found the emphasis on the outside-in approach to be particularly impactful as Phil explained that many companies start with an inside-out approach to Customer Success and are now discovering that they should (or rather, should have ) involve[d] their customers more in the development of their own journeys and desired outcomes.

Education 52

Education Best practices Journey mapping Analytics 52

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

SmartKarrot

SEPTEMBER 25, 2020

To drive sales, it is important to focus on those long-term customer retention goals. And only a healthy correlation between the two can help your business to deliver a better customer experience and drive the revenue of your organization. But this time, in 2021, we do have to be extra cautious, owing to the unprecedented times.

Journey mapping 8

Journey mapping SaaS Customer retention Metrics 8

SmartKarrot

SEPTEMBER 25, 2020

To drive sales, it is important to focus on those long-term customer retention goals. And only a healthy correlation between the two can help your business to deliver a better customer experience and drive the revenue of your organization. But this time, in 2021, we do have to be extra cautious, owing to the unprecedented times.

Journey mapping 8

Journey mapping SaaS Customer retention Metrics 8

SmartKarrot

MARCH 8, 2022

Focused on customer happiness, Anika is passionate about developing and maintaining good relationships with customers. She has helped several companies grow and scale their business by developing streamlined customer success processes and successful customer retention strategies. Anita Toth. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer SaaS Coaching Customer centricity 21