CX Accelerator

OCTOBER 21, 2019

Using Asana is an excellent way to drive accountability and make sure the projects remain visible to the organization. The ability to source and find relevant articles, webinars, and resources in real-time. Half the battle in CX is getting stakeholders to move projects forward. Image Source: , Asana Youtube Channel.

Customer Experience 182

Customer Experience Journey mapping Education Accountability 182

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. Also, something that makes our team unique is that we have a team of about four or five people who focus on the journey map and the lifecycle management of the customer.

Journey mapping 115

Journey mapping Accountability Marketing Metrics 115

Clarabridge

NOVEMBER 9, 2016

Customer journey mapping is a hot topic, but many organizations don’t get full value out of their maps. To truly unlock the potential of a customer journey map, you need to understand the role of journey analytics. A journey map is just a tool. That’s where journey analytics comes in.

Journey mapping 40

Journey mapping Analytics Banking Education 40

ClientSuccess

AUGUST 28, 2020

Regardless of how successful your accounts were trending in the early months of 2020, an out-of-nowhere economic crisis is the perfect catalyst for organizations to ‘trim’ their vendor list down to the essentials. Webinar: Churn Prevention – How to Make Breakthroughs in Customer Success. Toolkit: Churn Management Toolkit .

Journey mapping 95

Journey mapping SaaS Accountability Management 95

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

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. Also, something that makes our team unique is that we have a team of about four or five people who focus on the journey map and the lifecycle management of the customer.

Journey mapping 91

Journey mapping Accountability Marketing Metrics 91

ClientSuccess

SEPTEMBER 8, 2020

This last factor – resource allocation – can make or break a customer success team’s large account management process. Understanding what your enterprise customers want to achieve with your product can help influence every decision made throughout the customer journey. The post What is Your Company’s Large Account Management Process?

Accountability 52

Accountability Management SaaS Journey mapping 52

CX Accelerator

OCTOBER 21, 2019

Using Asana is an excellent way to drive accountability and make sure the projects remain visible to the organization. The ability to source and find relevant articles, webinars, and resources in real-time. Half the battle in CX is getting stakeholders to move projects forward. Image Source: Asana Youtube Channel 4.

Customer Experience 140

Customer Experience Journey mapping Education Accountability 140

Totango

JULY 11, 2023

Leader” in the Grid® Report for Customer Success software “As an executive, I am able to see the entire health-state and directional forecast of my current account portfolio. You can see more about our latest features and customer stories in our recent webinars and on our blog. ” — Juan G.,

Journey mapping 88

Journey mapping Enterprise Accountability Feedback 88

ClearAction

JANUARY 14, 2015

After all, B2B account teams are usually quite involved with clients throughout a long sales cycle, interacting with various influencers of the buying decision and almost "living" the customer journey alongside their clients. State of Business-to-Business Customer Experience Management. Seeing the Full Picture.

Customer Experience 97

Customer Experience B2B Management B2C 97

Education Services Group

JULY 21, 2022

So, we kept it at 13 partners globally, and right now, those 13 partners represent over 400 accounts globally. Then, from specific modeling and strategies, I would map out who are the types of partners that you are wanting to bring in, and what type of implementation projects are they doing?

Journey mapping 52

Journey mapping Chief Customer Officer SaaS Coaching 52

Totango

AUGUST 11, 2022

This makes managing digital customer relationships significantly more complex operationally and technologically than traditional customer account management. If the decision-maker isn’t engaged, the account is at risk. Videos and webinars provide excellent tools for demonstrating product usage through screenshots.

SaaS 113

SaaS Journey mapping B2B Upselling 113

ChurnZero

JULY 16, 2021

ESG joined us for a webinar to discuss how automation and human touchpoints can not only coexist but amplify your outreach and efforts. In the webinar, we cover: Tips for making automated messaging feel more personal and relevant. If you missed the webinar, you can watch it on-demand. Q&A Recap. Marley Wagner , Sr.

Journey mapping 98

Journey mapping Accountability SaaS Education 98

ChurnZero

FEBRUARY 28, 2020

To learn how to drive product adoption with a digital strategy approach, we hosted a webinar with Megan Macaluso, VP of Strategic Development at ESG which delivers Customer Success as a Service. During the webinar, we discussed how to: Leverage email and in-app metrics to track overall customer engagement. Are these at-risk accounts?

Journey mapping 64

Journey mapping Customer centricity Accountability Metrics 64

PeopleMetrics

JANUARY 24, 2022

This embodies the 80/20 principle – that a small % of your customers (20%) account for a large proportion of your sales (80%). We also offer help with journey mapping and training your people to deliver the differentiated experiences high-impact customers expect. That 20% consist of high-impact customers.

B2B 90

B2B Journey mapping B2C Benchmark 90

CX Journey

FEBRUARY 27, 2015

I just hosted a webinar about the 7 Deadly Sins of Journey Mapping. Who is going to ensure that there is alignment and accountability across the organization? Where does accountability lie? I''m talking about personas, journey mapping, and voice of the customer. How will you listen to customers?

Customer Experience 86

Customer Experience Government Journey mapping Customer centricity 86

ChurnZero

OCTOBER 11, 2019

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. If you are trying to grow an account and reach out to them after their budgeting period is complete it will be a lot harder to get those additional dollars approved.

Journey mapping 66

Journey mapping Upselling SaaS Accountability 66

ClientSuccess

JANUARY 12, 2021

While 2020 was a completely unprecedented time for most SaaS organizations, their customers, and their employees, it also forced customer success teams to rethink how they worked with accounts and the services they provide. Build a thorough customer success journey map for every single customer. Want to learn more?

Journey mapping 53

Journey mapping SaaS Accountability Customer retention 53

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. Also, something that makes our team unique is that we have a team of about four or five people who focus on the journey map and the lifecycle management of the customer.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

Totango

OCTOBER 14, 2017

On the other hand, once a customer is marked as red, there is something wrong that requires immediate attention with either the value the customer is not getting or the engagement with the account. Action is required to address it. Customer health is also known as the one of the key components of an early warning system.

Metrics 105

Metrics Accountability Journey mapping Marketing 105

ClientSuccess

OCTOBER 12, 2020

The best way to stay on top of changing customer sentiments and shifting account goals is to put proactive strategies in place to better handle these kinds of situations. An account has been stagnant – not growing or expanding – for well beyond the normal amount of time. Your team may be REACTIVE if….

Journey mapping 59

Journey mapping SaaS Accountability Metrics 59

ChurnZero

APRIL 10, 2020

Implementation is a project-based team and rolls off customer accounts once the implementation phase is completed. Customer Success uses an account-based model where the customer relationship continues throughout their lifetime. At ChurnZero, we log these notes as an Activity on an Account in the customer’s onboarding journey. .

Journey mapping 61

Journey mapping Accountability Sales Analytics 61

ChurnZero

JUNE 27, 2023

In my view, an effective digital customer success strategy has four key steps involving: Customer data Customer segmentation Automation A customer journey map 1. In terms of data accuracy, the account fields and contact fields are the most important. A best practice is to keep your customer journey map to a single page.

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

Quadient

OCTOBER 30, 2020

Before ATMs, the only way customers could withdraw money from their account or deposit a cheque was by going to their specific bank branch. The best way to do this is by using journey mapping. This is another reason why journey mapping is so important. Customer Journey Mapping. Customer Experience.

Journey mapping 52

Journey mapping Customer Experience Banking Telecommunications 52

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. Customer Journey Mapping. Our experienced Client Account Enthusiasts will be your dedicated point of contact taking care of your questions and business needs 24-7.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

ChurnZero

APRIL 3, 2020

To learn how Customer Success Managers can maximize this valuable customer time, we hosted a webinar with The Success League’s Amy Mustoe. During this webinar, we covered: The types of customer reviews and when to use them. If you missed the webinar, you can watch it on-demand. How to do your homework before an EBR.

Journey mapping 52

Journey mapping SaaS Sales Consulting 52

ChurnZero

APRIL 18, 2024

CustomerGuru CEO Lynn Tsoflias outlined the benefits of both high-touch and digital-focused CSMs in the webinar, Scaling Customer Success : So, what’s at the top of your list to keep for analog interactions? Resources to dig deeper: 8 SaaS Onboarding Best Practices , How to Streamline Onboarding to Reduce Churn (webinar).

Journey mapping 52

Journey mapping SaaS Metrics Best practices 52

CSM Magazine

NOVEMBER 29, 2021

You can even use a free customer journey map and input the collected data without any fuss. It involves the following tools: Create a customer journey map. And the best way to achieve this is to be present in their lives through regular emails, loyalty rewards, webinars, conventions, social media updates, and so on.

Customer Service 59

Customer Service Journey mapping Analytics Feedback 59

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.

Journey mapping 52

Journey mapping Upselling Accountability Feedback 52

CX Journey

JANUARY 3, 2018

In last July's webinar with CallidusCloudCX, I talked about nine behaviors of CX Losers. Journey maps : by definition, when you map customer journeys, you must involve cross-functional stakeholders, which (a) gets them collaborating and sharing and (b) helps them see how various departments impact a single customer journey.

Journey mapping 59

Journey mapping Government Morale Coaching 59

Totango

OCTOBER 14, 2017

On the other hand, once a customer is marked as red, there is something wrong that requires immediate attention with either the value the customer is not getting or the engagement with the account. Action is required to address it. Customer health is also known as the one of the key components of an early warning system.

Metrics 86

Metrics Accountability Journey mapping Marketing 86

ChurnZero

MAY 20, 2021

Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. A Customer Success platform allows CSMs to manage more accounts at a higher level. Traits: Product-market fit. $6M Warning Sign to Level Up. Operationalize Phase.

Chief Customer Officer 90

Chief Customer Officer Journey mapping Accountability Customer advocacy 90

Education Services Group

FEBRUARY 26, 2020

Keep up-to-date journey maps and workflows on hand. ESG’s VP of Strategic Development, Megan Macaluso recently discussed this topic on a ChurnZero webinar. Create alignment between Customer Success and Marketing. Take time to build a relationship with your Marketing team and work together to accomplish your common goals.

Journey mapping 75

Journey mapping Metrics Marketing B2B 75

ChurnZero

MARCH 6, 2020

With millennials’ growing notoriety as job-hoppers , its critical that companies figure out how to retain today’s largest employee base, which accounts for 35% of the global workforce. Upcoming Webinar: Unpacking the Power of the Executive Business Review. For a high-earner, this cost can amount to 2x their annual salary.

Journey mapping 69

Journey mapping Benchmark Coaching Sales 69

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. Product webinars. You can help make this a smooth transition by taking steps such as: Assigning account managers to new customers. Case Studies. Datasheets.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

ChurnZero

MARCH 11, 2020

Yes, there are only four, and while there are multiple reasons at play, it’s important to choose one primary churn category for each lost account. Some of these questions could be awkward to ask for an account or customer success manager who’s been involved in the relationship. Product fit. Don’t be discouraged by churn.

Journey mapping 52

Journey mapping SaaS Finance Consulting 52

ChurnZero

SEPTEMBER 20, 2019

To talk on this topic of how to build effective Success Plans we hosted a well-attended webinar last week with Jackie Golden, CEO of LandNExpand. During the webinar she taught attendees how to: Identify the high value problems your customers have that your solution can solve. Upcoming Webinar. Q&A Recap.

Journey mapping 66

Journey mapping Marketing Customer retention Sales 66