Totango

MARCH 16, 2021

In this article, we’ll look at the B2B vs. 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.

B2C 118

B2C B2B Journey mapping SaaS 118

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. What Is SaaS Customer Engagement?

SaaS 103

SaaS Upselling Metrics Journey mapping 103

Education Services Group

JUNE 20, 2023

Continuing our series investigating all the stages of a customer journey map, I’m diving into everything that makes (or breaks) this chapter of the CX story. When SaaS (and, by extension, XaaS) came along, businesses had to start thinking differently about how they were acquiring and serving their customer bases.

Journey mapping 52

Journey mapping Government SaaS Self service 52

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

B2B 122

B2B Journey mapping SaaS Upselling 122

Quadient

APRIL 24, 2016

Customer Journey Mapping: A brand's GPS to loyalty and advocacy. Don’t assume a customer journey is a linear path. Customers don’t see the journey: they just want to purchase a product or service from your company; get their product repaired as quickly as possible or get an answer to their question in a short amount of time.

Journey mapping 52

Journey mapping SaaS Healthcare Banking 52

Lumoa

FEBRUARY 9, 2023

If you want to know, how B2C CX is different from B2B CX, check: this insightful article, written by Lynn Hunsaker “ The big difference between B2B customer experience and B2C ” in MarketingMag Brand Experience Brand experience is how you design, see and want your customer experience to be.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Totango

SEPTEMBER 17, 2021

The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are. What Is the Freemium SaaS Model?

SaaS 78

SaaS Best practices Upselling Journey mapping 78

Totango

MARCH 23, 2021

A customer journey analysis helps you improve SaaS client experience and increase retention by optimizing the steps customers take in their relationship with your product and brand. A customer journey analysis identifies what needs to happen at each step in the process in order to deliver satisfaction and avoid dissatisfaction.

Journey mapping 93

Journey mapping SaaS Best practices Benchmark 93

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Why Digital Client Relationships are Crucially Important for SaaS Businesses.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Nicereply

MARCH 23, 2021

John R Patterson – Speaker, Author, Customer Service and Leadership Consultant, John is generous with sharing great articles from a wide variety of writers on his Twitter feed. If you don’t want to miss the top articles, make sure to give him a follow. Find his Twitter chat recaps and recent articles on the HDI website.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

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 99

SaaS Journey mapping Best practices Customer advocacy 99

Totango

NOVEMBER 5, 2021

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. So, that team is kind of like the architect who designs the journey for the customer. What may work for SaaS, may not work for another industry.

Journey mapping 115

Journey mapping Accountability Marketing Metrics 115

Lumoa

MARCH 20, 2018

If you want to know, how B2C CX is different from B2B CX, check: this insightful article written by Lynn Hunsaker " The big difference between B2B customer experience and B2C " in MarketingMag Brand experience Brand experience is how you design, see and want your customer experience to be. by David Cooperstein C.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. In this article, we cover how profit centers and cost centers differ, as well as how Customer Success teams can position themselves to be viewed as a profitable function by: Emphasizing their value with the right metrics. But Customer Success?

Metrics 98

Metrics Journey mapping SaaS Sales 98

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. Segment your customer database for personalized communications. Proactively guide customer growth.

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. One way to tackle these challenges is to utilize a customer onboarding checklist for your CS team that delineates all of the targets that need to be hit during this stage of the customer journey. A Customer Onboarding Checklist for Successful CS Teams.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. A customer engagement strategy is an action plan for promoting active client use of your SaaS product. Use a customer journey map to structure your client engagement plan and identify success outcomes and best practices for each stage of engagement.

Journey mapping 81

Journey mapping SaaS Enterprise B2B 81

Totango

MAY 6, 2022

Customer health score is one of the fastest and easiest ways to assess whether your SaaS customers are satisfied with your product and brand. These include: Creating a customer journey map as a framework for managing customer health. Planning best practices to promote health for customers at each stage of their customer journey.

Best practices 124

Best practices Upselling Journey mapping Metrics 124

JivoChat

NOVEMBER 22, 2021

Do you have a Software as Service (Saas) company and haven’t developed any marketing strategies yet? SaaS content marketing is an important part of conquering visibility and showing the importance of your service. . The importance of SaaS Content Marketing? 10 Saas Content Marketing strategies to implement.

SaaS 52

SaaS Marketing B2B Metrics 52

Totango

AUGUST 9, 2022

This article will give you six best practices for optimizing your B2B customer segmentation. Differentiating customer journeys : Customer journey maps outline the steps in your clients’ interactions with your brand and the actions you should take at each stage to promote a satisfying experience.

Best practices 106

Best practices B2B Journey mapping Upselling 106

Totango

NOVEMBER 5, 2021

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. So, that team is kind of like the architect who designs the journey for the customer. What may work for SaaS, may not work for another industry.

Journey mapping 91

Journey mapping Accountability Marketing Metrics 91

Totango

MARCH 4, 2022

In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. Finally, we’ll explore what B2B customer service and customer success have in common and why you need them to work together to achieve winning SaaS business results. What is B2B Customer Service?

B2B 98

B2B Customer Service B2C Interactive Voice Response 98

Education Services Group

AUGUST 25, 2023

So, to close this most languid of months, a month during which we vacation to become reacquainted with and to reintroduce ourselves to our families, I thought I’d focus my monthly article on a very serious meme that’s captured the flighty attention of TikTokers everywhere. The post Is the SaaS business equivalent to “girl math”?

SaaS 52

SaaS Sales Journey mapping Feedback 52

Totango

AUGUST 5, 2022

In general, for B2B clients in the SaaS industry, a client onboarding questionnaire may probe into areas such as: Preferred contact personnel and information. Using a client onboarding questionnaire offers numerous advantages, particularly for companies in the B2B SaaS industry. Why Create a Client Onboarding Questionnaire?

B2B 89

B2B SaaS Journey mapping Sales 89

Totango

MARCH 26, 2021

If you search Google, you’re likely to find every other article giving a slightly different opinion. In this article, we’ll paint a full picture that incorporates the latest technology and provides actionable advice for optimizing each stage of the customer lifecycle. Resources: The Customer Journey Map: An Ultimate Guide.

SaaS 68

SaaS Best practices Upselling Education 68

ClientSuccess

DECEMBER 20, 2018

Article: 3 Customer Success Compensation Models. For the average SaaS-focused customer success teams, there are four main buckets of metrics to consider: financial metrics, customer health metrics, usage metrics, and team performance metrics. The top five SaaS customer financial metrics are: Revenue Retention Rate (Gross and Net).

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

Lumoa

MARCH 20, 2018

If you want to know, how B2C CX is different from B2B CX, check: this insightful article written by Lynn Hunsaker " The big difference between B2B customer experience and B2C " in MarketingMag Brand experience Brand experience is how you design, see and want your customer experience to be. by David Cooperstein C.

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

ChurnZero

FEBRUARY 14, 2020

If B2B SaaS were on a dating site, it’d be looking for a lifelong commitment; a scary thought for potential suitors when there are plenty more fish in the sea. that undotted “i”—is part of what makes a handwritten note so special,” explains GrooveHQ in their article on letter scripts that’ll wow your customers. This is important.”

Journey mapping 64

Journey mapping B2B SaaS Metrics 64

Totango

NOVEMBER 5, 2021

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. So, that team is kind of like the architect who designs the journey for the customer. What may work for SaaS, may not work for another industry.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

Lumoa

MARCH 12, 2023

In This Article: What is a customer experience platform? Streamlined customer journey mapping. Having one centralized place where all customer data is tracked makes it easier to identify gaps and see how the customer journey develops. Aiwo CX SaaS tool gives you an understanding from multiple angles.

Customer Experience 78

Customer Experience Journey mapping Analytics Consulting 78

Totango

MARCH 2, 2021

Then we’ll break down how you can deliver value at each of your customer journey stages to promote higher customer retention and brand advocacy at the end of the process. Mapping the Stages of Today’s Customer Journey. The SaaS business model has transformed contemporary understanding of customer journey stages.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

Education Services Group

JULY 20, 2021

When using a CS tool to manage the customer journey and lifecycle, you can keep track of each of the playbooks and journey maps a customer might go down with more or less automation accordingly, but as you scale or change those touch points, that just means there’s more to account for as you go. Submit the form below!

Chatbots 98

Chatbots Accountability Surveys Journey mapping 98

Totango

MAY 6, 2021

As a concept, in a SaaS context, it represents how successful a company is at getting customers to renew subscriptions or licenses. Map Your Customer Journey. The foundation of an effective retention strategy is a customer journey map. What Is Customer Retention?

Customer retention 76

Customer retention Best practices Education Benchmark 76

Quadient

AUGUST 8, 2022

And when integrated with other SaaS insurance solutions , CCM can take insurance operations — both internal and customer-facing — to the next level. For this article, we consulted the customer communications management experts at Quadient, a Duck Creek partner, to gain insight into this important topic.

Customer Experience 52

Customer Experience Management Journey mapping SaaS 52

Totango

JUNE 4, 2021

Use your customer journey map to plan events that trigger customized offers. For example, a B2C hotel chain might offer points to book rooms whereas a B2B SaaS company may offer a free month of service for an early renewal. Rewards will differ from B2B to B2C customers. Ask for Customer Feedback.

B2C 63

B2C Upselling Journey mapping B2B 63

Customer Service Life

NOVEMBER 13, 2018

This article was originally published on the ICMI Blog on August 28, 2018. Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career, I’d like to enlighten you on an important concept. Click here to read the original post. It’s called Minimum Viable Product (MVP).

Contact Center 60

Contact Center Morale Journey mapping SaaS 60

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98