Education Services Group

FEBRUARY 8, 2022

Over the years, we’ve helped many of our clients build customer journey maps as part of our Customer Success as a Service® business model. I want to give you an inside look at what makes journey mapping the ESG way so special. Because we get asked about our customer journey mapping workshops a lot.

Journey mapping 52

Journey mapping Customer Experience Sales Marketing 52

Education Services Group

JANUARY 5, 2022

They may sound the same, but customer journey maps are different from touchpoint maps (also known as service blueprints). They are both ways of looking at the customer journey, but one concentrates on the front-end, customer experience and the other focuses on the back-end processes that drive those experiences.

Journey mapping 52

Journey mapping Metrics Customer centricity Customer Experience 52

360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You leveraged customer journey mapping and invited various leaders to participate. .

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Journey mapping Customer Experience Education Feedback 188

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. If only we encountered more companies who embrace a similar mindset when it comes to knowing how customers experience their products and services. The path to developing a customer journey map is littered with obstacles.

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Journey mapping Customer retention Enterprise Analytics 53

Education Services Group

APRIL 28, 2020

Like many things in the world today, the role and purpose of education organizations inside companies is very dynamic. Once a stalwart of technology offerings, education departments were able to get by with producing quality content and scheduling courses to deliver that content for many years. Self-serve abilities become a premium.

Education 52

Education Finance Journey mapping Benchmark 52

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. But are you still sticking to the old-fashioned customer retention strategies?

Customer retention 52

Customer retention Journey mapping Education Feedback 52

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. But are you still sticking to the old-fashioned customer retention strategies?

Customer retention 52

Customer retention Journey mapping Education Feedback 52

360Connext

JANUARY 4, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You leveraged customer journey mapping and invited various leaders to participate. .

Journey mapping 72

Journey mapping Customer Experience Education Feedback 72

CSM Practice

AUGUST 7, 2020

Last July 21, 2020, CSM Practice had an awesome 8th session of the CS Executives Roundtable with the topic about Customer Lifecycle Journey. This session featured VitalSource, a leading education technology solutions provider led by William Chesser, VP for Customer Success, and Shanna Daniel, Manager for Partner Success Teams.

Journey mapping 81

Journey mapping Morale SaaS Education 81

Education Services Group

APRIL 21, 2021

According to TSIA’s The State of Customer Success 2020 , operationalizing the customer journey is one of the six key elements of scaling CS. TSIA has identified three critical capabilities for operationalizing Customer Success. CS Journey Map. If you have a journey map, you do!

Construction 94

Construction Journey mapping Customer retention Scripts 94

Totango

MAY 6, 2021

What is customer retention ? We’ll discuss what customer retention means as a concept, as a strategy and as a metric. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. What Is Customer Retention?

Customer retention 75

Customer retention Best practices Education Benchmark 75

Education Services Group

MAY 25, 2018

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). And that’s a revelation that must remain present throughout the customer journey. TIME TO FESS UP. Still doubtful?

Education 45

Education Journey mapping outsourcing Upselling 45

Education Services Group

DECEMBER 21, 2021

I attended a university with a top education program and immersed myself in the path to becoming a teacher. After graduation, I got my first job teaching second grade and settled into what I thought was a long career in education. What else could I do with a degree in Education? CS Term: Journey Map.

Journey mapping 52

Journey mapping Education Metrics SaaS 52

CSM Practice

AUGUST 7, 2020

Last July 21, 2020, CSM Practice had an awesome 8th session of the CS Executives Roundtable with the topic about Customer Lifecycle Journey. This session featured VitalSource, a leading education technology solutions provider led by William Chesser, VP for Customer Success, and Shanna Daniel, Manager for Partner Success Teams.

Journey mapping 52

Journey mapping Morale SaaS Education 52

Education Services Group

MAY 12, 2021

Many sessions revealed the need for developing prerequisites that bring forward company alignment for an overall customer engagement framework. It streamlines content delivery and doing so at the appropriate time can keep customers not only educated, but engaged, without adding fatigue. That’s a Wrap!

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Journey mapping Best practices Education Metrics 98

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. It gets complex because there’re multiple channels and ways customers might come to your brand.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Nicereply

FEBRUARY 2, 2024

Source SuperOffice In today’s competitive environment, where customers are spoiled for choice, customer success has become a key competitive differentiator. As such, you must find ways to educate and guide your customers on how to gain maximum value from the products they’ve purchased.

Education 59

Education Accountability Customer retention Journey mapping 59

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

CustomerSuccessBox

MARCH 14, 2022

Post-Sales refers to a collection of processes that you need to perform after a customer purchases your service. If your team is experiencing any bumps in the sales-to-customer success handoff process, then a post-sales CRM platform can help you efficiently and effectively fill these holes. Seamless customer journey mapping.

CRM 52

CRM SaaS Sales Journey mapping 52

Satrix Solutions

JUNE 11, 2018

If we drill it down to our industry – it is about employees having both ownership and understanding of the customer experience. Establishing that line of sight into what influences Net Promoter Score helps employees form a greater appreciation for how their work contributes to the customer experience. Customer Journey Mapping Exercise.

Customer Experience 60

Customer Experience Journey mapping Education Customer retention 60

ClearAction

AUGUST 6, 2019

Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. Thoughtful planning can spell the difference between limited value and transformational value from customer journey mapping. Customer Journey Mapping Best Practices.

Marketing 48

Marketing Journey mapping Customer centricity Best practices 48

Totango

APRIL 2, 2019

It’s a journey that promises recurring value, and it’s your job to make sure that every step of the way leaves a positive impression on the customer. So, how can you understand the customer experience and know when to offer extra support to grow your relationship? Through customer journey mapping.

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Journey mapping Upselling Accountability Feedback 107

Nicereply

JUNE 20, 2022

Optimizing the customer journey is one of the best ways to ensure your sales funnel converts well and maintains a high ROI. It also boosts customer satisfaction, increasing customer retention, loyalty, and overall brand affinity. So, how exactly can you optimize the customer journey?

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Totango

AUGUST 18, 2022

Guiding customers through how to use basic features. Describing where to access self-service and customer support tools. Educating the customer on how your platform can support their business goals. Ensuring a smooth handoff between the Onboarding Team to the Customer Success Team.

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Journey mapping SaaS Upselling Enterprise 95

CSM Magazine

MAY 19, 2023

It focuses on creating a seamless and delightful experience for customers throughout their journey, including pre-sales, actual purchase, and post-sales support. This approach is crucial as it directly impacts customer retention, brand loyalty, and revenue generation.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52

REVE Chat Blog

JUNE 10, 2020

Higher customer retention: Omnichannel CX strategy empowers customers to connect with the brand through their preferred channels by making a smooth transition in the same interaction. It increases satisfaction and acts as the best customer retention strategy. Plot your customer journey map.

Customer Experience 75

Customer Experience Journey mapping Self service Multichannel 75

CX Journey

JUNE 19, 2015

The customer room will contain details about the customer ( personas ) and the customer journey; it will include artifacts from that journey, including screenshots, pictures, relevant tools and processes that the customer uses or interacts with (e.g., Customer rooms allow them to.

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Journey mapping Chief Customer Officer Education Engineering 71

DMG Consulting

FEBRUARY 7, 2018

Improving customer journey mapping and analytics. Enhancing customer engagement. The top servicing goals in 2018 were similar to those in 2017, although 2 new items made it onto the top 10 list: improving customer journey mapping and analytics, and enhancing staff engagement.

Enterprise 48

Enterprise Journey mapping Contact Center Consulting 48

Education Services Group

MARCH 4, 2021

If you’ve already built your organization and need to advance to the next phase, then revisiting your customer journey maps or discovering the right digital strategy might be your next hurdle. You’ve already got a blueprint for Customer Success. You know your customer health scores can accurately predict churn.

Consulting 52

Consulting Consulting Journey mapping outsourcing 52

Education Services Group

APRIL 25, 2021

In the early stages of Customer Success, CSMs have a tendency to fall into supportive, reactive roles as the organization finds its footing. But once you’ve leveled up, it’s critical to ensure your CSMs have a plan of action to follow based on advanced analytical insights, customer segmentation, and customer journey maps.

Journey mapping 91

Journey mapping Construction Analytics Education 91

Education Services Group

JULY 20, 2021

Product updates, like Marley talked about in the webinar, aren’t likely to be considered spammy because their focus is on information and education. Outside of that, one major thing to think about when automating is the number of actions you automate to the customer aren’t the only automations.

Accountability 98

Accountability Chatbots Surveys Journey mapping 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

MARCH 26, 2021

Resources: The Customer Journey Map: An Ultimate Guide. Quick advice: In this stage and the prior stage, strive to provide content that solves prospects’ needs and educates them about the value you offer. Usage increases as the customer learns more about how to use your product and how to apply it to meet their needs.

SaaS 67

SaaS Best practices Upselling Education 67

Fonolo

SEPTEMBER 12, 2018

Step 2: Create a “Customer Experience Map”. This step, similar to a customer journey map, is vital as it vividly points out consumer touch points that can establish a personal connection between the company and the customer. Shai Berger , Co-Founder and CEO, Fonolo. Moderator: Sangeeta Bhatnagar.

Customer Experience 73

Customer Experience Management Journey mapping Construction 73

Education Services Group

JULY 10, 2019

Whether your product is software, a telephony system, or a team of consultants, if it’s got your branding and logo on it, you want to ensure the customer experiences it in a cohesive way. if there are gaps in adoption, usage, or education, smoothing out the journey from sale to the customer’s hands can help immensely.

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Journey mapping SaaS Customer centricity Sales 40

Lumoa

FEBRUARY 2, 2023

To help you with the mapping process, divide your customer journey into different segments or steps. The five stages of customer journey mapping are awareness, consideration, purchase, retention, and advocacy. Increasing customer retention rates by just 5% can increase profits by between 25% and 95%.

Customer Experience 88

Customer Experience Chatbots Surveys Journey mapping 88

Education Services Group

OCTOBER 27, 2020

I found the emphasis on the outside-in approach to be particularly impactful as Phil explained that many companies start with an inside-out approach to Customer Success and are now discovering that they should (or rather, should have ) involve[d] their customers more in the development of their own journeys and desired outcomes.

Education 52

Education Best practices Journey mapping Analytics 52