ClientSuccess

AUGUST 18, 2020

This is where the customer journey map comes into play. In the new SaaS-based economy, customer journey maps are built to help customers reach their goals and to show value. Thus, the customer SaaS journey – while varied from industry to industry – widely remains the same. Stage 3: Renew.

SaaS 74

SaaS Journey mapping Metrics Consulting 74

Totango

MARCH 16, 2021

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. B2B vs. B2C Customer Journeys: Comparisons and Contrasts.

B2C 118

B2C B2B Journey mapping SaaS 118

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Blog content.

B2B 119

B2B Journey mapping SaaS Upselling 119

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 77

SaaS Best practices Upselling Journey mapping 77

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. Blog content consumption. Examples include: Search engine queries and ads.

SaaS 110

SaaS Journey mapping B2B Feedback 110

Lumoa

FEBRUARY 9, 2023

Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey.” ” For more information, check “ What is the customer journey and why does it matter to your business ” by SurveyMonkey. Learn from the best.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Nicereply

MARCH 23, 2021

For those of you not on Twitter, we’ve also included links to the best customer service podcasts, books, email newsletters, and blogs, so you can follow your favorites without logging on! You can follow his writing on the HelpScout Blog. Subscribe to his blog for great knowledge about elevating your customer service strategy.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

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. You can approach doing a customer journey analysis as a six-step process: Gather customer journey data.

Journey mapping 90

Journey mapping SaaS Best practices Benchmark 90

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. Blog posts with tips addressing common concerns. Segment your customer database for personalized communications.

Customer retention 88

Customer retention Journey mapping SaaS Benchmark 88

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 113

Journey mapping Accountability Marketing Metrics 113

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. A customer engagement strategy is an action plan for promoting active client use of your SaaS product.

Journey mapping 79

Journey mapping SaaS Enterprise B2B 79

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 96

SaaS Journey mapping Best practices Customer advocacy 96

ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals, customer journey maps, health scores, segmentation, QBRs and much more. Crash Course in Customer Success and SaaS Metrics (with Dave Kellogg).

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. Whether Customer Success should own the renewal and/or expansion is a debated, and nuanced, topic in SaaS. The SaaS world is increasingly recognizing Customer Success as an essential function to the business. But Customer Success? Not so much.

Metrics 98

Metrics Journey mapping SaaS Sales 98

Lumoa

MARCH 20, 2018

Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey." For more information, check " What is the customer journey and why does it matter to your business " by SurveyMonkey. Most of customer journey maps focus solely on customers.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. Why Optimizing Your SaaS Onboarding Matters. A Customer Onboarding Checklist for Successful CS Teams.

Journey mapping 96

Journey mapping SaaS Upselling Enterprise 96

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 121

Best practices Upselling Metrics Journey mapping 121

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

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 88

Journey mapping Accountability Marketing Metrics 88

Totango

AUGUST 9, 2022

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. Segmentation lets you customize journey maps for different customer segments for more personalized and enjoyable experiences.

Best practices 103

Best practices B2B Journey mapping Upselling 103

ClientSuccess

AUGUST 28, 2020

Now that we’ve spent months in this ongoing crisis and, unfortunately, know how this kind of situation can impact a customer success team (and a larger SaaS organization in general) down the road , customer success teams can take these new insights to build a strategic plan for crisis management.

Journey mapping 95

Journey mapping SaaS Accountability Management 95

Quadient

SEPTEMBER 16, 2022

As a Customer Experience focused company with rapidly expanding software businesses, the Quadient team spends a lot of time analyzing our clients' journeys with our products and services, as well as the journeys of their customers that our software supports. We even have the old blog posts to prove it! How far has it come?

Journey mapping 52

Journey mapping SaaS Marketing Analytics 52

ClientSuccess

SEPTEMBER 17, 2019

It’s important to remember, however, that no two customers are the same, especially in the SaaS world. Instead, CSMs simply need to address their customer journey map to determine next steps. . What is a customer journey map. Why are customer journey maps important?

Journey mapping 53

Journey mapping Upselling SaaS Education 53

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 86

B2B SaaS Journey mapping Sales 86

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 95

B2B Customer Service B2C Interactive Voice Response 95

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. Develop a simple customer journey map The next step is to outline your digital customer journey. They feel it’s not good or clean enough to use.

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

ClientSuccess

SEPTEMBER 8, 2020

When a SaaS organization is in the midst of scaling, there comes a time when there starts to be a clear differentiation between SMB customers and enterprise customers. Understanding what your enterprise customers want to achieve with your product can help influence every decision made throughout the customer journey.

Accountability 52

Accountability Management SaaS Journey mapping 52

ClientSuccess

DECEMBER 20, 2018

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). Customer Lifecycle/Journey Mapping.

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

ClientSuccess

OCTOBER 12, 2020

The SaaS industry has gone through a ton of instability this year, and seasoned CSMs know that this time of change is far from over. Build a customer success journey map: Understanding the entire customer journey from onboarding to adoption to renewal to growth is key for proactive customer engagement.

Journey mapping 59

Journey mapping SaaS Accountability Metrics 59

Totango

MARCH 26, 2021

In today’s cloud-based environment, SaaS business models have increased awareness of how the pre-sales and post-sales phases form a unified experience from the customer’s perspective. Onboarding: your new customer takes their first steps towards becoming an active user deriving practical value from your SaaS product. Conversion.

SaaS 67

SaaS Best practices Upselling Education 67

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

ClientSuccess

NOVEMBER 15, 2017

Mapping out the customer journey ensures that all individuals and departments are on the same page when it comes to customer needs, customer handoffs and internal knowledge transfers , and most importantly, results. For this blog, we’re going to focus on the customer journey that begins the moment a sale is closed.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

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.

Journey mapping 53

Journey mapping SaaS Accountability Customer retention 53

Lumoa

MARCH 20, 2018

Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey." For more information, check " What is the customer journey and why does it matter to your business " by SurveyMonkey. Most of customer journey maps focus solely on customers.

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

Quadient

SEPTEMBER 7, 2022

In this blog, we'd like to share how you can leverage the dynamic Leaderboard filters to find a vendor that can support your transformation projects of today and the future. Mapping Future Success with Aspire's Grid Filters. Customer Journey Mapping. Scott Draeger. VP of Customer Transformation. Customer Communications.

Journey mapping 52

Journey mapping Management SaaS CRM 52

Totango

MARCH 2, 2021

Mapping out your customer journey stages empowers you to optimize each step for a satisfying experience that promotes higher retention. In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

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.

SaaS 52

SaaS Journey mapping Self service Upselling 52