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

ChurnZero

FEBRUARY 9, 2021

This course can be taken on its own as an introduction to the topic, or as one in a series of courses from PracticalCSM.com that build upon each other to cover the entirety of CSM best practices in greater detail. Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Level: Intermediate.

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Journey mapping Best practices Upselling Consulting 98

Totango

MAY 6, 2022

You should consider pursuing value-adding engagements, such as offering upsells or inviting referrals. Tracking customer health scores in this way yields several benefits: Highlighting opportunities to increase revenue by reaching out to satisfied customers with upselling and referral offers. Helping you predict expansion.

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Best practices Upselling Metrics Journey mapping 124

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. First, we’ll examine what a SaaS QBR is and why they’ve become so important.

SaaS 104

SaaS Journey mapping Upselling Best practices 104

ProProfs Blog

DECEMBER 27, 2020

As one of the buyer’s journey map stages, consideration is where you also need to make sure that your goals align with that of your buyers. During this buyer journey mapping stage, they’ll think about product implementation and the start cost. How to Create Content for Each Stage of the Buyer’s Journey.

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Journey mapping Education B2B Sales 148

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.

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B2B Journey mapping SaaS Upselling 122

Totango

MAY 10, 2022

Trials of upsell products. Promoting product usage increases the value clients derive from your product, increasing the likelihood of renewals, upsells, and referrals. Use a customer journey map to structure your client engagement plan and identify success outcomes and best practices for each stage of engagement.

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Journey mapping SaaS Enterprise B2B 81

OctopusTech

SEPTEMBER 9, 2023

With this comprehensive guide, you will discover the pros, cons, and best practices performed by outsourced call center services. In addition to this, they are also trained in upselling techniques. They will use the best practices and valuable insights for better interaction and to deliver high-quality customer service.

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Best practices outsourcing Call Center virtual call center 62

ChurnZero

MAY 3, 2022

A consulting firm that specializes in helping tech and services organizations optimize their CS effectiveness, CSM Practice offers an encyclopedic CS YouTube channel covering everything from the basics of CS to deep dives into KPIs. Customer Success skills (playlist) : Quick tips and best practices for CSMs on the ground.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

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.

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Journey mapping SaaS Upselling Enterprise 99

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. Examples include: Search engine queries and ads. Social media posts. Demonstration videos. FAQ searches.

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SaaS Journey mapping B2B Upselling 113

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

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. .

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Journey mapping Upselling SaaS Education 53

ChurnZero

FEBRUARY 9, 2021

This course can be taken on its own as an introduction to the topic, or as one in a series of courses from PracticalCSM.com that build upon each other to cover the entirety of CSM best practices in greater detail. Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Level: Intermediate.

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Journey mapping Best practices Upselling Consulting 52

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. On the other hand, customers with a high NPS score may receive an automated upsell invitation as part of their renewal offer.

B2B 98

B2B Customer Service B2C Interactive Voice Response 98

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?

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SaaS Best practices Upselling Journey mapping 78

Totango

MARCH 26, 2021

Now that we have an idea of what the customer lifecycle is, let’s take a closer look at each of its stages and how best practices combined with technology can help optimize the customer experience in each stage. Resources: The Customer Journey Map: An Ultimate Guide. 7 Customer Onboarding Best Practices.

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SaaS Best practices Upselling Education 68

Totango

JUNE 4, 2021

By combining technology with best practices, you can maximize interaction with your clients and build brand loyalty. By tying your cross-sell and upsell offers into your customers’ actual use of your product, you not only increase engagement, but you increase the attractiveness of your offers, helping boost your revenue.

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B2C Upselling Journey mapping B2B 63

Totango

DECEMBER 28, 2020

Leverage the latest customer success best practices. It’s a head start that allows organizations to get right into the nitty gritty of real-time customer journey analytics and start building playbooks to tackle common customer scenarios. Identifies at-risk customers and upsell opportunities quickly.

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Best practices Upselling Analytics Technology 84

Totango

FEBRUARY 24, 2021

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. Look for a solution that supports the scale you’ll need to support your customers and grow your business.

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Upselling Journey mapping Accountability Analytics 71

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

Totango

MARCH 2, 2021

The Increase Customer Adoption SuccessBLOC provides you with insights into customer adoption and helps you implement best practices that guide customers through the process of unlocking more value from your product. Extending customized cross-sell and upsell offers to customers based on their purchase and usage history and needs.

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Upselling SaaS Brand ambassadors Sales 63

Totango

JUNE 17, 2021

This information can indicate how actively an account is being used, which can, in turn, suggest actions such as intervening to promote more active usage or offering an upsell to encourage greater usage. Active Users. You can drill down into as much granular detail as you desire when defining segments.

B2B 71

B2B Journey mapping Accountability Sales 71

ChurnZero

MAY 3, 2022

2: CSM Practice A consulting firm that specializes in helping tech and services organizations optimize their CS effectiveness, CSM Practice offers an encyclopedic CS YouTube channel covering everything from the basics of CS to deep dives into KPIs. We also love their bite-sized CS skills videos that tackle common challenges for CSMs.

Journey mapping 52

Journey mapping SaaS Customer centricity Education 52

CustomerSuccessBox

FEBRUARY 23, 2022

Everyone enjoys a “how-to” guidebook that outlines all of the best practices for implementing, optimizing, and expanding their customer success function. How do you know where your consumers are right now in their journey? You do if you have a client journey map.

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Journey mapping SaaS Upselling Accountability 52

REVE Chat Blog

NOVEMBER 21, 2019

Top expert marketers agree that lead generation ideas and best practices are the most important element in their marketing arsenal. Top lead generation ideas & best practices that work. It will open the door for upselling. Map your customer journey . What is Lead generation? .

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B2B Best practices Sales Chatbots 77

Lumoa

APRIL 28, 2024

You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. For security, ISO 27001 is the world’s best-known standard for information security management systems (ISMS). You reach them where they are with the messages that resonate with them.

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Feedback Consulting Consulting Enterprise 78

Totango

OCTOBER 22, 2019

Best practices: . Using health scores to determine which customers may need more attention and which ones benefit from upsells. . Best practices: Develop and follow a standardized customer adoption user manual. Best practices: Create a standard contract template. Currently onboarding customers .

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Best practices Customer advocacy Upselling Accountability 49

Education Services Group

MAY 11, 2018

vCSMs provide the critical human touch that augments tech touch and bottom-tier neglect described in our blog post, 3 Customer Success Best Practices to Scale People & Automation. take advantage of upsells and cross-sells. That’s where the cavalry, more commonly known as virtual Customer Success Managers (vCSM), comes in.

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Journey mapping Best practices Upselling outsourcing 40

CustomerSuccessBox

JULY 22, 2022

In addition to highlighting the critical touch points from the CX, SaaS, and customer success perspectives, this blog will concentrate on best practices to assist you in optimizing them so you can quickly realize all the benefits. Touch points are exchanges between companies and clients that take place during a client’s journey.

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SaaS Journey mapping Self service Upselling 52

Totango

NOVEMBER 12, 2019

Best Practices for the Sales to Customer Success Handoff. Also, this creates a detailed record in case customers return to the sales stage in the future, such as for expansion or an upsell opportunities. This enables you to assist customers faster and more effectively. . Implement a repeatable handoff process.

Sales 60

Sales Upselling Enterprise Best practices 60

Education Services Group

MAY 25, 2018

Simply put: CS helps customers have the very best product experience possible. Unlocking a proverbial holy grail of enhanced product adoption, increased renewals, thriving upsells and product advocacy requires collaboration with other business units, especially Education Services (ES). But CS organizations can’t do it alone.

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Education Journey mapping outsourcing Upselling 45

ClientSuccess

OCTOBER 16, 2017

Marketers often must work directly with customers to capture success stories or develop upsell marketing campaigns. 5 Best Practices to Build a Customer Success Journey Map. Sales team members work hand-in-hand with CSMs to get new accounts off the ground and handle any resulting business from the relationship.

Customer centricity 41

Customer centricity B2B Journey mapping SaaS 41

Amity

OCTOBER 12, 2017

A large component of the customer journey is clearly laying out the proactive measures that your organization is prepared to take. The Customer Journey will help determine the people you need and the processes you will roll out so it’s critical to invest in the proper resources for this initiative. Renewals and upsells.

Metrics 61

Metrics Upselling Journey mapping CRM 61

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 43

Analytics Metrics Government Journey mapping 43

Amity

OCTOBER 12, 2017

A large component of the customer journey is clearly laying out the proactive measures that your organization is prepared to take. The Customer Journey will help determine the people you need and the processes you will roll out so it’s critical to invest in the proper resources for this initiative. Renewals and upsells.

Metrics 49

Metrics Upselling Journey mapping CRM 49

CustomerSuccessBox

JUNE 8, 2022

Irit has played a pivotal role in shaping Customer Success best practices and methodologies. Because this encapsulates not just logo churn, meaning the number of customers that have actually left, but also the actual impact on the business, including down sells, and then offset by some of the upsell work that your team might have led.

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Management Upselling Accountability Chief Customer Officer 52