Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. Follow Net Promoter Score Best Practices to Boost Retention and Referrals. Net Promoter Score represents one of the best ways to measure customer loyalty by allowing you to gauge how likely your customers are to promote you to others.

Best practices 103

Best practices Surveys Upselling Journey mapping 103

Totango

OCTOBER 18, 2023

Totango, customer success software your business can’t outgrow, provides unlimited scalability and unmatched time to value that helps cross-functional enterprise teams drive productivity, retention, and expansion. This demand is just one reason why we put SuccessBLOCs at the heart of our software.

Journey mapping 108

Journey mapping Enterprise Best practices Marketing 108

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. Follow Net Promoter Score Best Practices to Boost Retention and Referrals. Net Promoter Score represents one of the best ways to measure customer loyalty by allowing you to gauge how likely your customers are to promote you to others.

Best practices 102

Best practices Surveys Upselling Journey mapping 102

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. Follow Net Promoter Score Best Practices to Boost Retention and Referrals. Net Promoter Score represents one of the best ways to measure customer loyalty by allowing you to gauge how likely your customers are to promote you to others.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

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. Why Map Your SaaS Customer Journey?

SaaS 117

SaaS Journey mapping Upselling Best practices 117

delighted

NOVEMBER 2, 2021

Learn more in our best practice guide below, with tips on what to include in your buyer personas and how to use them to better your business. . Buyer personas are an important part of customer journey mapping , as they help you to determine how a certain type of person might travel through your customer experience touchpoints.

Best practices 86

Best practices Surveys Journey mapping B2C 86

Calabrio

MARCH 25, 2025

In fact, research has found that: Companies with an active VoC program spend 25% less on customer retention Companies with mature VoC programs also drive higher employee engagement and lower customer service costs Discover top Voice of the Customer best practices to improve your VoC program. Real-time customer feedback tools.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

Education Services Group

JUNE 21, 2018

In fact, it’s also a solid place to start answering the question of what is customer journey mapping. However, so many businesses rely on reactive measures —when the actual goal should be identifying customer journey mapping tools and proactively defining what success looks like to customers at each stage of the customer lifecycle.

Journey mapping 53

Journey mapping Customer retention Enterprise Analytics 53

Education Services Group

JULY 5, 2023

Every customer journey map is a little bit different (or a lot different) depending on many factors, but one thing they all have in common is the end of the contract term. In our universal customer journey map, Loyalty comes after Service, and it’s not just about renewal. Loyalty – The story continues…forever?

Journey mapping 52

Journey mapping Engineering Sales Enterprise 52

Totango

MARCH 25, 2022

Having your design systems separate from your run systems means that the design stage of your customer journey is disconnected from the rest of the process. This means that your journey map diagrams quickly become outdated, so every time you want to make a change, you have to update multiple tools. . Enter Canvas.

Customer Experience 103

Customer Experience Journey mapping Finance Best practices 103

Totango

NOVEMBER 10, 2023

Is the customer journey mapping exercise a worthwhile effort? At the same time, the ability to keep a pulse on those changing dynamics is crucial to customer success—and a well implemented customer journey map can help do that. The key to making the customer journey map purposeful? We hope so!

Journey mapping 104

Journey mapping Construction B2B Education 104

Totango

OCTOBER 20, 2021

What is Customer Journey Optimization? Customer journey optimization is a strategy for improving customer experiences by mapping out steps in customers’ interactions with your brand and implementing best practices to deliver satisfying outcomes at key touchpoints. How to Optimize Your Customer Journeys.

Journey mapping 99

Journey mapping Benchmark Best practices Accountability 99

Totango

MAY 6, 2022

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. Establishing KPIs that link customer health to business outcomes at each stage of the customer journey.

Best practices 124

Best practices Upselling Journey mapping Metrics 124

Totango

MARCH 23, 2021

You can approach doing a customer journey analysis as a six-step process: Gather customer journey data. Map out your customer journey visually. Map out success goals for each stage of your customer journey. Apply your data to your customer journey map. Map out Your Customer Journey Visually.

Journey mapping 93

Journey mapping SaaS Best practices Benchmark 93

Totango

MAY 10, 2022

In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. After considering what a customer engagement strategy is and its benefits, we’ll offer ten key tips for keeping enterprise executives and stakeholders engaged. Adoption of advanced product features.

Journey mapping 81

Journey mapping SaaS Enterprise B2B 81

ChurnZero

JANUARY 10, 2025

Digital customer success trend #3: More digital in the enterprise The debate on whether digital is a segment or a strategy rages on (and honestly, will probably never end). In the enterprise space, where customers often have a dedicated CSM, automation and digital strategies should be used to compliment and strengthen those relationships.

B2B 52

B2B Journey mapping Metrics Enterprise 52

Totango

SEPTEMBER 1, 2022

Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices. Finally, we’ll offer some tips on updating your QBR SaaS strategy to leverage the latest technology and best practices. appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

SaaS 104

SaaS Journey mapping Upselling Best practices 104

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. We didn’t use any special tool. TC : Yes, definitely. What’s an auto QBR?

Journey mapping 115

Journey mapping Accountability Marketing Metrics 115

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 18, 2022

Completing these steps enables a new customer to start making practical use of your product and its features. 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. Define your goals and KPIs.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

Totango

MARCH 27, 2020

However, choosing the best solution for your enterprise is critical to optimizing lifecycle management and maximizing success. Choosing the Best B2B Customer Lifecycle Management Solution for Your Enterprise. Good B2B Customer Lifecycle Management (CLM) solutions set both you and your customers up for long-term success.

B2B 83

B2B Management Journey mapping Enterprise 83

Totango

OCTOBER 20, 2021

What is Customer Journey Optimization? Customer journey optimization is a strategy for improving customer experiences by mapping out steps in customers’ interactions with your brand and implementing best practices to deliver satisfying outcomes at key touchpoints. How to Optimize Your Customer Journeys.

Journey mapping 76

Journey mapping Benchmark Best practices Accountability 76

Customer Guru

AUGUST 21, 2018

Megan Burns is a preeminent CX expert and is the CEO and founder of Experience Enterprises, a boutique consulting firm that helps organizations build and execute plans for CX transformation. Among her many areas of expertise are reducing churn with customer and employee journey mapping, reputation management, and brand storytelling.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Totango

DECEMBER 6, 2021

Older approaches viewed the customer journey from the perspective of the seller, visualizing the customer experience as a linear progression toward sales conversion using the image of a funnel channeling prospects toward sales. At each stage in the flywheel journey, desired success outcomes can be defined.

SaaS 99

SaaS Journey mapping Best practices Customer advocacy 99

ClientSuccess

NOVEMBER 15, 2017

But while it may take on a different look than customer lifecycles at different size companies, it’s still vitally important to map out the customer experience and plan for various stages. Global organizations especially must pay attention to the Customer Journey Map and Customer Lifecycle Management. Blog Posts.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

Totango

DECEMBER 16, 2020

One of the most exciting new trends in customer success is the emergence of out-of-the-box solutions that allow you to automate the implementation of optimized customer journey maps. This technology provides you with pre-designed templates for each stage of your customer journey, from lead acquisition to retention.

Journey mapping 72

Journey mapping Best practices Accountability Big data 72

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. Configurable best practices, scorecards, and communication templates. Proactively guide customer growth.

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

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. We didn’t use any special tool. TC : Yes, definitely. What’s an auto QBR?

Journey mapping 91

Journey mapping Accountability Marketing Metrics 91

Totango

MARCH 4, 2022

Totango’s platform achieves this by combining KPI monitoring with automatically and manually triggered workflows called SuccessPlays , which reflect best practices for specific situations. These differences help make B2B customer success a distinct enterprise from B2B customer service.

B2B 98

B2B Customer Service B2C Interactive Voice Response 98

bold360 Blog

MAY 5, 2020

They’ve already been doing a lot of the day-to-day practices and exercises that COVID-19 requires. Startups have been an incredible model for mid-market and enterprise companies because they’ve been nimble, agile, and frugal all along the way. Best practices for remote people management. Adrian Brady-Cesana.

Journey mapping 87

Journey mapping Best practices Consulting Consulting 87

Totango

MAY 11, 2021

For optimal results, use software that allows you to automate best practices for these steps. You can plan this in the context of a customer journey map , which lays out the steps in your customer’s lifecycle as they progress from acquisition and onboarding through adoption and renewal. Identify Who Your Stakeholders Are.

Management 91

Management Journey mapping Best practices Metrics 91

Totango

DECEMBER 1, 2021

As with KPIs, tasks can be keyed to a customer journey map template for organizational structure and clarity. Effective execution of an agile CS plan depends on following good governance and decision-making practices. This should reference your KPI metrics and lay out a path to achieve each.

Government 103

Government Journey mapping Accountability Benchmark 103

Interactions

NOVEMBER 21, 2022

After more than 17 years of helping the world’s leading enterprises scale their contact centers, we’ve learned a thing or two. Here’s our best practices when it comes to achieving financial stability with CX agility. Learn more about customer journey mapping here. . Evaluate the Current State of Agility.

Journey mapping 62

Journey mapping Contact Center Self service Best practices 62

Totango

JANUARY 2, 2024

To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey.

Automotive 106

Automotive Journey mapping Self service Sales 106

Totango

AUGUST 11, 2022

To improve your relationships with SaaS clients, you can systematically apply customer success best practices to critical points where your customers interact with you digitally along each step of their customer journey. 14 Ways to Improve Client Relationships Digitally.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Totango

JUNE 8, 2021

So, it’s important to use your underlying data so that you know what the customers are doing, where they are in their journey and what they need at that time. So, what we’ve done to help force that, is to isolate specific customers and go back in time and figure out what was their journey. Watch the full webinar here.

Journey mapping 118

Journey mapping Marketing Advertising Best practices 118

Liveops

JANUARY 25, 2019

While a good number of the solutions we’ve included here are designed for enterprise organizations, we made sure to feature many resources companies of any size can use to nurture and grow their audiences. See “the big picture” of your brand’s customer experience with an enterprise-level CX and NPS optimization toolset. Canvanizer.

Technology 82

Technology Customer Experience Journey mapping Enterprise 82