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

JUNE 8, 2021

You can watch the webinar here and check out a recap of some of the questions and answers from the live session below. 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. Watch the full webinar here.

Journey mapping 118

Journey mapping Marketing Advertising Best practices 118

ClientSuccess

JUNE 2, 2017

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. We held this webinar on Thursday, June 22, 2017 at 11:00 a.m. View the recorded webinar: Request the Recorded Webinar.

Journey mapping 40

Journey mapping SaaS Metrics Best practices 40

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. TC : Yes, definitely.

Journey mapping 91

Journey mapping Accountability Marketing Metrics 91

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. Videos and webinars provide excellent tools for demonstrating product usage through screenshots.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Education Services Group

JULY 21, 2022

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? Then align those and do journey mapping or customer experience mapping. What does the expectation from the customer look like?

Journey mapping 52

Journey mapping Chief Customer Officer SaaS Coaching 52

PeopleMetrics

JANUARY 24, 2022

We also offer help with journey mapping and training your people to deliver the differentiated experiences high-impact customers expect. our weekly webinar on all things CX, with our first one on Tuesday, February 1 st at 12 noon (EST). Wishing everyone the very best in 2022!

B2B 90

B2B Journey mapping B2C Benchmark 90

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

Serenova

JULY 5, 2019

Join our Wednesday, July 10, webinar for guidance and perspective from our guest speaker, Forrester Research VP and Principal Analyst Art Schoeller, on how you can move toward a more customer-centric contact center that delivers greater customer satisfaction and competitive differentiation. Fortunately, there’s help.

Customer centricity 40

Customer centricity Contact Center Journey mapping Self service 40

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. It comprises of four stages: Awareness – The first stage is to make your prospects aware of the key positioning of your business by analyzing their journey and knowing their interests. .

B2B 77

B2B Best practices Sales Chatbots 77

CSM Practice

MARCH 9, 2021

Journey mapping is very critical in understanding the touchpoints and critical milestones with customers. Understanding the journey that customers go through. Journey Mapping – Understanding the customer journey and identifying these critical moments of truths or “aha” moments is vital at the start.

Journey mapping 59

Journey mapping Customer Experience Management Chief Customer Officer 59

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. TC : Yes, definitely.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

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

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. Some of these include in-app communication and walkthroughs, chatbots , customer communities, knowledge bases, videos, and webinars, to name a few.

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

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

COPC

OCTOBER 26, 2023

Determining the information hierarchy we want the LLM to collect is part of the journey-mapping design process. This is achieved by empowering and inspiring teams, instituting sound processes grounded in best practices, and employing cutting-edge technology.

Technology 76

Technology Customer Experience APIs Consulting 76

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

Branch Mesenger

AUGUST 29, 2018

He has led customer engagement initiatives at Best Buy, Gallup, and UnitedHealth Group. His customer journey maps help customers understand customer loyalty. In the webinar (the complete transcript which is published below) outlined three key points: ???? I've done 45-minute webinars just on that. Great Clips.

Journey mapping 63

Journey mapping Employee engagement Feedback Airlines 63

ChurnZero

MARCH 11, 2020

Were you able to work with your peers in our customer base to share best practices to increase your proficiency and ROI with our product? Upcoming Webinar: Unpacking the Power of the Executive Business Review. Join this webinar to learn: The different types of customer reviews and when to use them.

Journey mapping 52

Journey mapping SaaS Finance Consulting 52

Totango

MARCH 2, 2021

Product webinars. You can automate this stage of the process by using your integrating Totango with your CRM platform to track marketing touches with prospects who have engaged with your website and deliver content relevant to where they are in their pre-sales journey. Make Each of Your Customer Journey Stages Count.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

Pointillist

JULY 25, 2018

‘Thinking in journeys’ is important when it comes to data integration for customer journey analytics, as explained in detail in step 4 below. Has a journey mapping exercise ever been conducted? If recent, these journey maps can provide starting points to start discovering important customer journeys.

Analytics 93

Analytics Government Metrics APIs 93

Branch Mesenger

SEPTEMBER 4, 2018

He has led customer engagement initiatives at Best Buy, Gallup, and UnitedHealth Group. His customer journey maps help customers understand customer loyalty. In the webinar (the complete transcript which is published below) outlined three key points: How to hire employees who care. It is now the best practice in retail.

Journey mapping 48

Journey mapping Sales Employee engagement Education 48

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. Start with simple self-paced courses, in-product guidance, and live online webinars and workshops.”

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

ChurnZero

MAY 22, 2024

CS hosts regular virtual roundtables, webinars, podcasts, and office hours sessions, and has a library of pre-recorded videos and assets available to customers. It’s a document that outlines every message being sent to your customers throughout their journey with your company. as a starting point.

Journey mapping 52

Journey mapping Surveys Accountability Feedback 52

CSM Practice

NOVEMBER 4, 2019

Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community. Interestingly, the best customer experience doesn’t always require a Customer Success Manager (CSM). 3 New Customer Onboarding Best Practices: [link].

Benchmark 45

Benchmark Journey mapping SaaS Analytics 45

JustCall

MARCH 8, 2023

With specialties in customer journey mapping, the voice of the customer, and product marketing, Sue is a sought-after guest expert for publications, podcasts, webinars, and live events. Follow Sue on LinkedIn 7. Follow Keri on LinkedIn 10.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

CX Journey

MAY 3, 2016

Through events, webinars, member calls, community forums, mentor-mentee relationships, and experts, there's no shortage of opportunities to learn from peers. Best practices and customer stories are shared regularly with employees. Again, the association is member-driven. This domain is where the rubber meets the road.

Customer Experience 40

Customer Experience Journey mapping Metrics Customer centricity 40

CSM Magazine

DECEMBER 28, 2021

Service journey mapping, channel strategies, self-service initiatives, and digital transformation are all important to developing and delivering a more pleasant and effortless customer experience. That is where employee engagement comes into the picture. Implement adequate tools – Tools play a critical role in an employee’s success.

Employee engagement 59

Employee engagement Customer Experience Coaching Brand ambassadors 59

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. Best practice webinars.

Metrics 61

Metrics Upselling Journey mapping CRM 61

ChurnZero

NOVEMBER 2, 2018

You will also learn how to administer and calculate NPS, recommended follow-up actions for each segment, and other best practices. Upcoming Webinar. Customer Journey Maps in a Multi-channel World – Get a clear understanding regarding how to actually create a customer journey map.

Journey mapping 95

Journey mapping Metrics Surveys Feedback 95

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. Best practice webinars.

Metrics 49

Metrics Upselling Journey mapping CRM 49

Pointillist

JULY 25, 2018

‘Thinking in journeys’ is important when it comes to data integration for customer journey analytics, as explained in detail in step 4 below. Has a journey mapping exercise ever been conducted? If recent, these journey maps can provide starting points to start discovering important customer journeys.

Analytics 43

Analytics Metrics Government Journey mapping 43

NICE inContact

MARCH 24, 2016

I recently did a webinar with CRMXchange on one-page journey mapping for contact centers. In today’s hyper-modern world, understanding and managing the customer journey is a best practice for staying competitive, yet journey mapping can be time-consuming and complex and overwhelming at first.

Journey mapping 48

Journey mapping Contact Center Best practices Customer Experience 48