Totango

MARCH 16, 2021

B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping. How journeys differ for B2B and B2C customers. How to analyze your customer journey. Basics of Customer Journey Mapping. B2B vs. B2C Customer Journeys: Comparisons and Contrasts.

B2C 118

B2C B2B Journey mapping SaaS 118

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important. Each stage in the customer’s journey builds on the previous stage.

SaaS 117

SaaS Journey mapping Upselling Best practices 117

Totango

APRIL 2, 2019

It’s a journey that promises recurring value, and it’s your job to make sure that every step of the way leaves a positive impression on the customer. Through customer journey mapping. This is also a good time to add upsells to accounts that have high customer health scores. Gather Feedback.

Journey mapping 110

Journey mapping Upselling Accountability Feedback 110

Totango

JUNE 24, 2022

While the challenges SaaS presents for customer success can be formidable, SaaS also offers some major advantages for software providers: The digital nature of SaaS means that providers can engage with clients digitally throughout their customer journey. Start with a SaaS Customer Journey Map. Onboarding of new customers.

Best practices 109

Best practices SaaS Journey mapping B2C 109

Totango

MAY 6, 2022

We’ll define customer health score, what metrics go into it, and what it tells you about customer accounts. An average result indicates that the customer relationship is strained, placing the account at risk of churn. Usage : How often do customers use their accounts, what features do they use, and how long per session?

Best practices 124

Best practices Upselling Metrics Journey mapping 124

Totango

AUGUST 23, 2022

Then, we’ll consider why B2B touchpoints are useful for customer success teams and why mapping them out is such a powerful strategy. Finally, we’ll offer some guidelines on how to structure your B2B customer journey map around key touchpoints and how to use technology to automate an effective touchpoint management strategy.

B2B 122

B2B Journey mapping SaaS Upselling 122

Totango

AUGUST 9, 2022

Sales : Sales teams can use customer segmentation to group prospects and customers based on propensity to buy, potential transaction value and upsell opportunities. Success teams can also use segmentation to promote subscription renewal, spot upsell opportunities and analyze trends in customer product usage to better understand behavior.

Best practices 106

Best practices B2B Journey mapping Upselling 106

Totango

SEPTEMBER 1, 2022

QBRs in SaaS usually involve business clients, particularly clients with larger accounts, requiring more attention. In general, QBR meetings help ensure that SaaS clients receive the value they’re paying for from their software provider, promoting higher subscription renewal, upsell, and referral rates.

SaaS 104

SaaS Journey mapping Upselling Best practices 104

CCNG

OCTOBER 19, 2022

Temkin, 2018) Just 34% of respondents report they have three or more years of experience developing end-to-end journey maps, and 83% report their organization struggles to use customer journey maps to identify and prioritize CX efforts. Gartner, 2022) CX programs that exceed management expectations are 2.3

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

CustomerSuccessBox

SEPTEMBER 7, 2021

The reality is most traditional rule engines use only 1% of data to set up rules as with hundreds of data points, it is impossible for the human mind to comprehend, analyze, correlate and configure rules for Account health and alerts with accurate thresholds. 8 Substantial Investment in Customer Journey Mapping.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

Totango

FEBRUARY 10, 2021

Set success goals for each stage of your customer journey map. Set Success Goals for Each Stage of Your Customer Journey Map. A great way to do this is to create a customer journey map. For example, you might segregate all customers who have five or more users on their account.

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

Totango

MAY 10, 2022

Regular usage of accounts and product features. Trials of upsell products. Promoting product usage increases the value clients derive from your product, increasing the likelihood of renewals, upsells, and referrals. An engagement strategy promotes client actions and activities such as: Completion of onboarding set-up.

Journey mapping 81

Journey mapping SaaS Enterprise B2B 81

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Upsell purchases. If the decision-maker isn’t engaged, the account is at risk. Social media posts.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Totango

AUGUST 18, 2022

Assigning account managers. Activating accounts. Thus, in your customer journey map , onboarding fills in the gap between your customer’s conversion to a premium buyer and their adoption of your product into their daily workflow. Client onboarding procedures typically cover steps such as: Welcoming new customers.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

ChurnZero

OCTOBER 11, 2019

If you decide you want to hit 98% renewed revenue and a certain revenue amount in upsells, commit to doing the necessary activities to reach that number. Know Your Accounts’ Budgeting Timeline. For accounts that are up for renewal in Q4, you should have a good understanding of their budgeting process and timeline.

Journey mapping 66

Journey mapping Upselling SaaS Accountability 66

ClientSuccess

SEPTEMBER 17, 2019

After all, the right processes can help increase product utilization, satisfaction, and ultimately lead to upsells. Instead, CSMs simply need to address their customer journey map to determine next steps. . Instead, CSMs simply need to address their customer journey map to determine next steps. .

Journey mapping 53

Journey mapping Upselling SaaS Education 53

Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Customer engagement can occur at any point in your customer journey where clients interact with your brand – before or after purchase. A low NPS tends to indicate low engagement.

SaaS 103

SaaS Upselling Metrics Journey mapping 103

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Pointillist

SEPTEMBER 10, 2020

The context is centered on their current goal, which is represented by the journeys they are on, and comprises the entirety of their experience with the company. Take, for example, a customer desiring to move money from one account to another via their mobile phone. As with campaign automation, RTIM often falls short for the customer.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

GetFeedback

MAY 9, 2019

This means they operate consistently based on a clear set of values, holding themselves and their teams accountable for their particular ownership of the customer experience. . Customer journey map: A customer journey map summarizes the key interactions that a customer experiences with your brand.

Customer Experience 134

Customer Experience Metrics Journey mapping Customer centricity 134

CustomerSuccessBox

JULY 9, 2021

The custome r journey is the process by which a customer interacts with a company in order to achieve a goal. Customer journey maps are a tool to understand how people and companies buy your software. A customer journey is very specific to the physical experiences your customers have. Create your customer journey map.

SaaS 59

SaaS Journey mapping B2C B2B 59

Education Services Group

JULY 28, 2019

You wouldn’t ask your accountant for help with child care. Segmentation drives how you engage with customers, who is working with them, how you create customer journey maps, and how your customers are being marketed to — appropriately segmenting them is critical to fostering Customer Success and more broad business success.

Accountability 40

Accountability Journey mapping Marketing Upselling 40

Totango

FEBRUARY 24, 2021

How many customer accounts can you support? Data Availability from All Points on Your Customers’ Journey. Data relevant to customer success can come in from all points on your customer journey map , from onboarding and adoption to escalation and renewal. How many emails can you send out per month?

Upselling 71

Upselling Journey mapping Accountability Analytics 71

Totango

MARCH 4, 2022

When delivered manually, it may be handled by dedicated customer service agents or by other company representatives, such as account managers and customer success managers. In many cases, a dedicated customer success manager is assigned to an individual customer account. B2B customer service may be manual or automated.

B2B 98

B2B Customer Service B2C Interactive Voice Response 98

Pointillist

JULY 25, 2018

The questions below will help you define the scope of your customer journey analytics project: Will the project be confined to a single team, such as customer experience or marketing, or will other business functions use the platform? Is your organization already aware of specific pain points and friction in your customers’ journeys?

Analytics 93

Analytics Government Metrics APIs 93

ClientSuccess

MAY 4, 2021

If you’re like most CSMs, it can sometimes feel as though months – even years – of working with a customer account can go by in a flash. As many customer success teams are looking to use 2021 as a reset for their processes and accounts, it may also be a good idea to use this year to revamp your planning workflows. The bottom line?

Journey mapping 52

Journey mapping Upselling Accountability Feedback 52

Totango

JUNE 17, 2021

This criteria segments customers based on how many licenses an account is utilizing out of the total number available, an important engagement metric. This can help indicate whether an account is tending toward churn or renewal and what corresponding action should be taken. Account Status. Active Users. Customer Health Score.

B2B 71

B2B Journey mapping Accountability Sales 71

Totango

SEPTEMBER 17, 2021

Creates Upsell Opportunities. A free version of your product gives your sales team an opportunity to extend an upsell offer. This can help you refine your understanding of your customer journey map , helping you optimize your customer experience and sales process. What Are the Cons of a Freemium SaaS Model?

SaaS 78

SaaS Best practices Upselling Journey mapping 78

Totango

MARCH 2, 2021

T his illustrates why an effective approach to customer journey management must take into account the customer’s entire experience, not just one component. You can help make this a smooth transition by taking steps such as: Assigning account managers to new customers. Setting up a post-discovery call to set customer goals.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

CustomerSuccessBox

MARCH 14, 2022

Post-sales customer data is often disconnected and includes inconsistent account and contact information, products purchased, contracts, entitlements, tenants, tickets, case escalations, feature requisitions, etc. Seamless customer journey mapping. But sometimes defining a customer journey map could be a cumbersome process.

CRM 52

CRM SaaS Sales Journey mapping 52

Amity

MAY 22, 2016

This includes your vision, goals, customer data, metrics, timetable, journey map etc. Do a quick Google search on “customer success management” or “customer experience management” – here is a great example of a search result that contains the steps to doing customer journey mapping.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

Lumoa

MARCH 12, 2023

Real-time insights into customer preferences and trends makes it easier to identify opportunities for cross-selling, upselling, and personalized promotions. Streamlined customer journey mapping. Its features include survey creation, data analysis and reporting, customer journey mapping, and online reputation management.

Customer Experience 78

Customer Experience Journey mapping Analytics Consulting 78

CustomerSuccessBox

FEBRUARY 23, 2022

How do you know where your consumers are right now in their journey? You do if you have a client journey map. It’s vital to have the map in place so you can figure out when and how to create a CS roadmap. A Customer Success roadmap differs from a customer journey map in a few ways.

Journey mapping 52

Journey mapping SaaS Upselling Accountability 52

ChurnZero

DECEMBER 1, 2023

Customer expansion: identify opportunities for upsells and cross-sells. What’s the difference between customer success, customer support, account management, and professional services? Understand the unique roles of customer success compared to customer support, account management, and professional services.

SaaS 52

SaaS Customer advocacy Journey mapping Customer centricity 52

Totango

MARCH 26, 2021

Resources: The Customer Journey Map: An Ultimate Guide. Establish a relationship between your customer and their account manager. Extend customers cross-sell and upsell offers. Use in-app messages, email and phone surveys to extend cross-sell and upsell offers. Conversion.

SaaS 68

SaaS Best practices Upselling Education 68

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. Now, nearly half of CS teams have advanced to own account expansion opportunities like renewals and upsell. Staff augmentation.

Consulting 52

Consulting Consulting Journey mapping outsourcing 52