The Petrova Experience

SEPTEMBER 16, 2021

Before we dive into customer journey mapping tools, we must keep in mind that, by itself, journey mapping is not a customer experience product or service. A journey map is a visual representation of your end-to-end customer experience. Think of a journey map as a diagnostic tool.

Journey mapping 52

Journey mapping Customer centricity Surveys Feedback 52

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

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

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

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

ClientSuccess

JANUARY 12, 2021

Three 2021 customer success resolutions: 1. Continue the customer-first mindset that became popular in 2020. This past year was all about flexibility, pivoting, and delivering value to customers above all else. 2021 is not the year to go back to ‘before’. Make customer success an industry-wide initiative.

Journey mapping 53

Journey mapping Accountability SaaS Customer retention 53

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. Annette Franz is the Founder and CEO of CX Journey Inc. Anika Zubair. Anita Toth. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21