Education Services Group

JULY 5, 2023

Every customer journey map is a little bit different (or a lot different) depending on many factors, but one thing they all have in common is the end of the contract term. In our universal customer journey map, Loyalty comes after Service, and it’s not just about renewal. Loyalty – The story continues…forever?

Journey mapping 52

Journey mapping Engineering Sales Enterprise 52

Calabrio

MARCH 25, 2025

Survey tools, for instance, enable businesses to gather structured data through questionnaires, measuring metrics like NPS, CSAT, and CES. Customer journey mapping tools These tools focus on visualizing and analyzing the customer journey across various touchpoints. Real-time customer feedback tools.

Journey mapping 52

Journey mapping Analytics Contact Center Surveys 52

ShepHyken

AUGUST 12, 2022

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. It is important to map the customer journey and identify the possible customer touchpoints.

Customer Support 187

Customer Support Self service Journey mapping Wait times 187

Totango

JUNE 24, 2022

The digital nature of SaaS customer experience means that success outcomes are defined primarily in terms of digital, measurable key performance indicators, such as product usage metrics. SaaS technology allows companies to design customer journey maps that standardize success outcomes to be automated for repeatable, scalable results.

Best practices 109

Best practices SaaS Journey mapping B2C 109

ChurnZero

JANUARY 10, 2025

Are these messages and engagement strategies actually working to move lagging metrics like net revenue retention (NRR) , churn rate , and expansion revenue, in the direction you want them to be going? But equally important, on the other side of the balance sheet, is revenue. How are these digital programs impacting revenue?

B2B 52

B2B Journey mapping Metrics Enterprise 52

Totango

APRIL 16, 2021

Knowing the user engagement metrics that matter for your business can help improve your performance. Support metrics. We’ll cover what each of these metrics measure, why they’re important and how to track them. We’ll cover what each of these metrics measure, why they’re important and how to track them. Support Metrics.

Metrics 71

Metrics Journey mapping Accountability Best practices 71

Totango

MAY 6, 2022

We’ll define customer health score, what metrics go into it, and what it tells you about customer accounts. ” The customer health score simplifies data from multiple data points by combining them into a single metric represented by a numeric score. Common Customer Health Metrics. What Is Customer Health Score?

Best practices 124

Best practices Upselling Metrics Journey mapping 124

Totango

MAY 10, 2022

In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. After considering what a customer engagement strategy is and its benefits, we’ll offer ten key tips for keeping enterprise executives and stakeholders engaged. Adoption of advanced product features.

Journey mapping 81

Journey mapping SaaS Enterprise B2B 81

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. What’s an auto QBR?

Journey mapping 115

Journey mapping Accountability Marketing Metrics 115

ClearAction

NOVEMBER 3, 2015

It refers to the importance of customers' inputs as a guiding light for the inner workings of an enterprise. Journey maps focus on. Metrics focus on. One of our clients was sophisticated in value stream mapping, or process management for smooth flow of information and materials. True Outside-In. touch-points.

Customer Experience 101

Customer Experience Journey mapping Enterprise Customer retention 101

Totango

MARCH 21, 2023

Identify metrics that drive impact Metrics are essential for customer success operations to thrive, and Katie highlighted NPS as a crucial organizational metric. Get started with customer journey mapping Establishing an effective customer journey map for your business can be a daunting task.

Journey mapping 86

Journey mapping Benchmark Metrics Surveys 86

Totango

MARCH 23, 2021

You can approach doing a customer journey analysis as a six-step process: Gather customer journey data. Map out your customer journey visually. Map out success goals for each stage of your customer journey. Apply your data to your customer journey map. Map out Your Customer Journey Visually.

Journey mapping 93

Journey mapping SaaS Best practices Benchmark 93

Totango

MARCH 27, 2020

However, choosing the best solution for your enterprise is critical to optimizing lifecycle management and maximizing success. Choosing the Best B2B Customer Lifecycle Management Solution for Your Enterprise. Beware of vanity metrics that don’t tell the full story.

B2B 83

B2B Management Journey mapping Enterprise 83

Totango

OCTOBER 20, 2021

A customer journey map systematically outlines what should happen at each stage in order for customers to enjoy a satisfying experience. How to Optimize Your Customer Journeys. There are many methods you can use to optimize customer journeys. Automate Customer Journey Optimization to Keep Your Clients Satisfied.

Journey mapping 99

Journey mapping Benchmark Best practices Accountability 99

Pointillist

MAY 19, 2020

Additionally, many companies are now structuring their organization around customer journeys. The majority of high performers (70%) have a role or team dedicated to journey management, compared to 31% of underperformers. “ Customer-centric enterprises are realizing the value of approaching CX from a journey-based perspective.

Management 94

Management Journey mapping Analytics Customer centricity 94

ClientSuccess

NOVEMBER 15, 2017

But while it may take on a different look than customer lifecycles at different size companies, it’s still vitally important to map out the customer experience and plan for various stages. Global organizations especially must pay attention to the Customer Journey Map and Customer Lifecycle Management.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

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. What’s an auto QBR?

Journey mapping 91

Journey mapping Accountability Marketing Metrics 91

Liveops

JANUARY 25, 2019

While a good number of the solutions we’ve included here are designed for enterprise organizations, we made sure to feature many resources companies of any size can use to nurture and grow their audiences. Behavior Metrics, Insights, and Testing. Brainstorm and lay out customer journeys with this free, no-frills canvas-making tool.

Technology 82

Technology Customer Experience Journey mapping Enterprise 82

Totango

SEPTEMBER 1, 2022

To implement an up-to-date QBR SaaS strategy that makes full use of today’s technology, here are some action steps you can take: Lay a foundation for success by adopting a customer success platform that lets you build QBRs into your customer journey map by monitoring customer data in real-time.

SaaS 104

SaaS Journey mapping Upselling Best practices 104

Totango

AUGUST 18, 2022

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. Tracking this metric can help your customer success team identify when individual customers need help completing onboarding.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

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

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 106

Best practices B2B Journey mapping Upselling 106

Totango

AUGUST 25, 2022

A customer journey map helps you optimize these engagements by planning what customers ideally should experience to receive satisfaction at strategic points in their journey and which actions can help facilitate this. The key metric here is churn. The same applies to CLTV. Higher CLTV means lower churn.

SaaS 103

SaaS Upselling Metrics Journey mapping 103

Totango

MAY 11, 2021

Performance metrics for evaluating and optimizing plan implementation. 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. Track the Right Metrics to Promote Proactive Engagement.

Management 91

Management Journey mapping Best practices Metrics 91

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. This means knowing where there may be friction in the journey, and how to ask about that to get the best results. Create your VoC feedback mosaic.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

Totango

DECEMBER 1, 2021

This should reference your KPI metrics and lay out a path to achieve each. As with KPIs, tasks can be keyed to a customer journey map template for organizational structure and clarity. The post How to Bring Agile Innovation to Customer Success appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Government 103

Government Journey mapping Accountability Benchmark 103

CX Journey

FEBRUARY 17, 2015

A party that has an interest in an enterprise or project. Have a high-level understanding of your customer types (including the various personas), customer touchpoints, and the customer journey. Create supporting materials, e.g., customer journey map , potential governance structure , etc., What is a stakeholder?

Journey mapping 62

Journey mapping Government Customer centricity Enterprise 62

Totango

OCTOBER 20, 2021

A customer journey map systematically outlines what should happen at each stage in order for customers to enjoy a satisfying experience. How to Optimize Your Customer Journeys. There are many methods you can use to optimize customer journeys. Automate Customer Journey Optimization to Keep Your Clients Satisfied.

Journey mapping 76

Journey mapping Benchmark Best practices Accountability 76

Lumoa

APRIL 28, 2024

Despite efforts to collect and analyze feedback, employees frequently struggle to pinpoint what affects these metrics. However, if you are looking for a one-shop-stop solution for customer and employee experience and you have the budget of a large-scale enterprise, Qualtrics can be the right solution for you.

Feedback 78

Feedback Consulting Consulting Enterprise 78

Totango

OCTOBER 1, 2019

Being a customer-centered enterprise means acting as a trusted advisor and helping your customers get greater business value from your product. Customer journey optimization is a way of not only mapping the stages of customer progression but also identifying ways to add customer value along the way. Escalation. Onboarding.

Enterprise 81

Enterprise Metrics Benchmark Upselling 81

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance. It’s indisputable, enduring value. It makes your CX team indispensable.

Customer Experience 71

Customer Experience Journey mapping Entertainment Enterprise 71

Interaction Metrics

MARCH 20, 2025

That’s why at Interaction Metrics, we help companies cut through the noise and make meaningful improvements in the customer experience. this is what we do at Interaction Metrics. Journey mapping : We favored tools that visualize every step of the customer experience , from first-click excitement to post-purchase hiccups.

Enterprise 62

Enterprise Surveys Analytics Feedback 62

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

Calabrio

FEBRUARY 25, 2025

A customer journey or interaction analytics platform may collect and analyze aspects of customer interactions to offer insights on how to improve key service or sales metrics. Real-Time Dashboards and Reporting: Monitor key metrics and track performance within intuitive dashboards.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

TeleDirect

JUNE 2, 2021

Improving the customer experience – it’s something most companies want, and probably every enterprise needs. Try an outsourced call center with proven metrics for success. For more info on improving the customer experience, check out our blog on customer journey mapping – it has many parallels with the ideas presented here.

Customer Experience 59

Customer Experience Journey mapping Business Process Outsourcing outsourcing 59

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. Project management, to ensure that projects are well organized, completed on time and meet key metrics.

Customer Experience 88

Customer Experience Metrics Feedback Employee engagement 88

Clarabridge

MARCH 21, 2017

Focus on sources that are high impact and drive key metrics. Sometimes an issue affects your metrics, such as NPS or customer satisfaction, regardless of the volume. Big data analytics techniques make it possible to collect and analyze customer experience data at every touchpoint, all along the journey. Let us show you.

Customer Experience 61

Customer Experience Big data Journey mapping Metrics 61