Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

SaaS 117

SaaS Journey mapping Upselling Best practices 117

Totango

JUNE 24, 2022

While the challenges SaaS presents for customer success can be formidable, SaaS also offers some major advantages for software providers: The digital nature of SaaS means that providers can engage with clients digitally throughout their customer journey. Start with a SaaS Customer Journey Map.

Best practices 109

Best practices SaaS Journey mapping B2C 109

ClearAction

NOVEMBER 3, 2015

. "Outside-in" is a popular term in the customer experience field. It refers to the importance of customers' inputs as a guiding light for the inner workings of an enterprise. In the quest for "outside-in" most companies have voice of the customer programs, loyalty programs, and high-touch service.

Customer Experience 101

Customer Experience Journey mapping Enterprise Customer retention 101

CSM Practice

AUGUST 7, 2020

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. The customer journey maps allow customer success managers to feel that they can lead the customer during their journey and become more proactive.

Journey mapping 81

Journey mapping Morale SaaS Education 81

DMG Consulting

FEBRUARY 7, 2018

2018 Enterprise Service Goals . On an annual basis, DMG conducts a worldwide survey of enterprise, customer service and contact center servicing goals for the upcoming year. The results of DMG’s annual survey reflect enterprise priorities and investment direction. Delivering a personalized customer experience.

Enterprise 48

Enterprise Journey mapping Contact Center Consulting 48

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.

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

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

Totango

MAY 6, 2022

These benefits make customer health scores an extremely valuable tool for increasing customer retention and revenue. How to Improve Customer Health Score. Monitoring customer health score helps you track, manage and improve client relations. There are several steps you can take to manage your customer’s health.

Best practices 124

Best practices Upselling Journey mapping Metrics 124

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.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

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.

Journey mapping 91

Journey mapping Accountability Marketing Metrics 91

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 76

Customer retention Best practices Education Benchmark 76

Noble Systems

FEBRUARY 20, 2019

Customers are quickly becoming intolerant of companies that cannot deliver an omnichannel experience. Research conducted by Aberdeen Group shows that companies that have omnichannel CX programs achieve a 91% higher increase in customer retention compared to those without one. Incorporate Journey Mapping and Orchestration.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. 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.

Management 91

Management Journey mapping Best practices Metrics 91

CSM Practice

AUGUST 7, 2020

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. The customer journey maps allow customer success managers to feel that they can lead the customer during their journey and become more proactive.

Journey mapping 52

Journey mapping Morale SaaS Education 52

Totango

DECEMBER 16, 2020

Automate Customer Success with Out-of-the-box Templates. 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. Reduce Customer Churn by Detecting Risk.

Journey mapping 72

Journey mapping Best practices Accountability Big data 72

ClearAction

DECEMBER 14, 2017

Customer lifetime value (CLV) — profitability of customers’ cumulative purchases. Customer retention — efforts to extend a customer’s duration of ongoing purchases. Customer loyalty — efforts to expand customers’ share of wallet.

Customer Care 66

Customer Care CRM Customer Experience Customer advocacy 66

Totango

AUGUST 11, 2022

Client receptivity : Customer receptiveness to ideas and initiatives proposed by success managers will be influenced by their perception of digital interactions with your product and the value they derive from these interactions.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Lumoa

MARCH 12, 2023

Benefits of using a customer experience platform CX platforms benefit your business in many ways. Their ultimate goal is to enable you to improve the customer experience. Improving your CX can result in: Better customer retention. 81% of customers make a second purchase after a great experience. High costs.

Customer Experience 78

Customer Experience Journey mapping Analytics Consulting 78

ClearAction

DECEMBER 14, 2017

Customer lifetime value (CLV) — profitability of customers’ cumulative purchases. Customer retention — efforts to extend a customer’s duration of ongoing purchases. Customer loyalty — efforts to expand customers’ share of wallet.

Customer Care 59

Customer Care CRM Customer Experience Customer advocacy 59

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

Quadient

OCTOBER 1, 2021

The common theme in customer experience trends is acceleration. It reflects not only new demands for digital agility and analytics but also a focus on the implementation of customer journey mapping and other customer-centric tools. Customer Experience. Customer Journey Mapping.

Customer Experience 52

Customer Experience Journey mapping Enterprise Customer centricity 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. We didn’t use any special tool. TC : Yes, definitely.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

ijgolding

SEPTEMBER 21, 2015

One such function that still appears to be absent from the plethora of Customer Journey mapping workshops being conducted all over the world is IT. The post What has Customer Experience got to do with me, the Chief Information Officer? The site serves 80,000+ visitors per month from 200 countries.

Customer Experience 78

Customer Experience Journey mapping Customer centricity Finance 78

Totango

NOVEMBER 3, 2021

Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty. This dual insight helps make NPS one of the most popular customer satisfaction metrics, predicting customer retention as well as referrals.

Best practices 103

Best practices Surveys Upselling Journey mapping 103

Totango

NOVEMBER 3, 2021

Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty. This dual insight helps make NPS one of the most popular customer satisfaction metrics, predicting customer retention as well as referrals.

Best practices 102

Best practices Surveys Upselling Journey mapping 102

CSM Practice

MARCH 8, 2021

A seasoned pro at optimizing customer success through digital systems and processes, Will shared their journey and experience in building out a mature customer success organization with the participants of this session. Enterprise-based products. They moved from churn mitigation and renewals to enhancing customer value.

Journey mapping 52

Journey mapping Best practices Enterprise Customer retention 52

Noble Systems

FEBRUARY 20, 2019

Customers are quickly becoming intolerant of companies that cannot deliver an omnichannel experience. Research conducted by Aberdeen Group shows that companies that have omnichannel CX programs achieve a 91% higher increase in customer retention compared to those without one. Incorporate Journey Mapping and Orchestration.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

Totango

NOVEMBER 3, 2021

Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty. This dual insight helps make NPS one of the most popular customer satisfaction metrics, predicting customer retention as well as referrals.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

CustomerSuccessBox

DECEMBER 13, 2021

Some common customer success automation tools include: Welcome emails and follow-up messages AI chatbots Design automated customer workflows throughout the customer lifecycle Drive product adoption with automated engagement like sharing high value action steps with new user over self onboarding Drip. Customer Journey Mapping.

Journey mapping 52

Journey mapping Customer advocacy Upselling Big data 52

ClientSuccess

DECEMBER 20, 2018

When it comes to customer success as a pillar of growth in your business, the financial metrics will most likely take center stage. The top five SaaS customer financial metrics are: Revenue Retention Rate (Gross and Net). Customer Retention Rate/Customer Churn Rate. Customer Lifecycle/Journey Mapping.

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

Totango

JUNE 4, 2021

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. Use your customer journey map to plan events that trigger customized offers.

B2C 63

B2C Upselling Journey mapping B2B 63

Education Services Group

JULY 20, 2021

MW: And once you have that foundation, I highly recommend creating a customer communication calendar. Sometimes small companies can get away without one, and just sort of “know” when others are sending customer-facing messaging, but there is no way that works in an Enterprise organization. It’s worth it.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

Totango

DECEMBER 28, 2020

Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. The post Top 5 Takeaways from the Cisco CX Specialization Certification appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth.

Best practices 84

Best practices Upselling Analytics Technology 84

Lumoa

JANUARY 19, 2023

Map Your Current Customer Journey To gain a better understanding of how exactly your customers interact with your business, you will need to map out the current customer journey. Here’s an example of how an enterprise customer experience department might be structured.

Customer Experience 88

Customer Experience Metrics Feedback Employee engagement 88

Totango

MARCH 2, 2021

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. Mapping the Stages of Today’s Customer Journey.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

Totango

MARCH 26, 2021

Resources: The Customer Journey Map: An Ultimate Guide. Resources: Guide to Customer Growth. How to Improve Customer Retention—Even During a Pandemic. In the expansion phase, customers’ usage of their original purchase leads to advanced feature adoption and the purchase of new products and services.

SaaS 68

SaaS Best practices Upselling Education 68