Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important. Each stage in the customer’s journey builds on the previous stage.

SaaS 117

SaaS Journey mapping Upselling Best practices 117

Avaya

APRIL 3, 2017

I wanted to explore some of the observations from the conference—especially those about contact center operators leveraging customer journey maps for serving customers effectively via chat, SMS and other messaging communiques. It’s not surprising to find a female agent is more successful upselling to a male customer buying flowers.

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Journey mapping Chatbots Contact Center Airlines 58

VocalCom

JULY 31, 2017

For this reason, many companies are using customer journey mapping to study the user experience and learn where improvements can be made. Here are five key benefits of customer journey mapping. As a customer moves from one touchpoint to another, a map may indicate how easily he is able to do so. Reduced costs.

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Journey mapping Contact center software Interactive Voice Response Upselling 48

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

JUNE 24, 2022

For example, a B2C customer might prioritize user experience, while a B2B client might emphasize return on investment. 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

Babelforce

JUNE 3, 2021

There are a lot of benefits to upselling. Upselling is great. That’s not always easy – but we’re going to look at 7 tried and true techniques that will make your upselling as effective and as sustainable as possible. In this post: What is upselling? First, what is upselling? Upselling isn’t always done well.

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Upselling Interactive Voice Response Outbound sales Contact Center 52

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. Through customer journey mapping. This is also a good time to add upsells to accounts that have high customer health scores. Customize Notifications and Health Scores.

Journey mapping 110

Journey mapping Upselling Accountability Feedback 110

VocalCom

JULY 15, 2019

To identify these moments, it’s essential to create a customer journey map. These maps allow brands to gain a visual understanding of the entire customer experience, anticipate problems that may arrive at each step, and ultimately find solutions proactively. To better understand customers’ feelings. To identify gaps in service.

Journey mapping 48

Journey mapping Contact center software Interactive Voice Response Upselling 48

Totango

AUGUST 9, 2022

For example, a marketing team might study the social media activity of all website visitors who purchased a specific product to identify the characteristics of visitors who are most likely to buy. For example, customers can be grouped based on potential support issues and preemptively sent relevant self-service tools, like tutorial links.

Best practices 106

Best practices B2B Journey mapping Upselling 106

Totango

AUGUST 23, 2022

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. What Are B2B Customer Journey Touchpoints? B2B customer journey touchpoints are occasions when business customers interact with a brand.

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B2B Journey mapping SaaS Upselling 122

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. The surveys are usually sent to customers shortly after an interaction with a company is complete, for example, after a customer has contacted customer support. Most of customer journey maps focus solely on customers. Learn from the best.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Totango

SEPTEMBER 1, 2022

In general, QBR meetings help ensure that SaaS clients receive the value they’re paying for from their software provider, promoting higher subscription renewal, upsell, and referral rates. Overall, the benefits of SaaS QBRs boil down to higher subscription renewal rates and more revenue from upsells and referrals.

SaaS 104

SaaS Journey mapping Upselling Best practices 104

ProProfs Blog

DECEMBER 27, 2020

As one of the buyer’s journey map stages, consideration is where you also need to make sure that your goals align with that of your buyers. During this buyer journey mapping stage, they’ll think about product implementation and the start cost. So make sure you highlight them without sounding salesy. Decision Stage.

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Journey mapping Education B2B Sales 148

Totango

MAY 6, 2022

You should consider pursuing value-adding engagements, such as offering upsells or inviting referrals. For example, you may find that one account has a low score primarily because of low engagement, while another has support issues. These include: Creating a customer journey map as a framework for managing customer health.

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Best practices Upselling Metrics Journey mapping 124

ChurnZero

JULY 14, 2021

Customer Lifetime Value Example: Your average customer pays your business $25,000 a per year (ARPU). Create Expansion Opportunities – One way to generate more revenue from your customer base is to make sure there is a clear path for upsell and cross-sell opportunities for your existing customers. Your average customer lifetime is 4.5

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Journey mapping Metrics Customer retention Upselling 98

Taylor Reach Group

MARCH 10, 2020

Companies are looking at customer insight, customer journey mapping, CSAT, customer acquisition, data analytics, culture and brand. In another example with a similar issue, my experience at Nordstrom was entirely different. The better customer retention is, the more customers you have to generate revenue and upsell to.

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Customer Experience Journey mapping Customer retention Chief Customer Officer 123

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. Segment your customer database for personalized communications. Proactively guide customer growth.

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Customer engagement can occur at any point in your customer journey where clients interact with your brand – before or after purchase. A low NPS tends to indicate low engagement.

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SaaS Upselling Metrics Journey mapping 103

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Examples include: Search engine queries and ads. Upsell purchases. Social media posts. Demonstration videos.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Totango

MAY 10, 2022

Trials of upsell products. Promoting product usage increases the value clients derive from your product, increasing the likelihood of renewals, upsells, and referrals. Use a customer journey map to structure your client engagement plan and identify success outcomes and best practices for each stage of engagement.

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Journey mapping SaaS Enterprise B2B 81

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. The surveys are usually sent to customers shortly after an interaction with a company is complete, for example, after a customer has contacted customer support. Check the video below from UX Mastery to understand the basics of customer journey mapping.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Method:CRM

JULY 11, 2022

These are examples of how people and products deliver a great customer experience. . To give you an idea, here are just a few examples of results that come from improving customer experience: Marketplaces boost their sales and reduce customer complaints. Use customer journey mapping. Attract more customers.

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Customer Experience Journey mapping CRM Metrics 92

Totango

NOVEMBER 3, 2021

For example: How likely is it that you would recommend the Acme Company to a friend or colleague? For example, you might analyze how many of your Detractors complained about customer service issues to determine whether this is a significant factor in dissatisfaction levels.

Best practices 103

Best practices Surveys Upselling Journey mapping 103

Pointillist

SEPTEMBER 10, 2020

This limited subset of the customer experience is not sufficient to enable journey orchestration, because customer journeys are not limited to marketing channels. The context is centered on their current goal, which is represented by the journeys they are on, and comprises the entirety of their experience with the company.

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Personalization Interactive Voice Response Enterprise Upselling 128

Totango

NOVEMBER 3, 2021

For example: How likely is it that you would recommend the Acme Company to a friend or colleague? For example, you might analyze how many of your Detractors complained about customer service issues to determine whether this is a significant factor in dissatisfaction levels.

Best practices 102

Best practices Surveys Upselling Journey mapping 102

Totango

NOVEMBER 3, 2021

For example: How likely is it that you would recommend the Acme Company to a friend or colleague? For example, you might analyze how many of your Detractors complained about customer service issues to determine whether this is a significant factor in dissatisfaction levels.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

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. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates.

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Journey mapping SaaS Upselling Enterprise 99

ClientSuccess

SEPTEMBER 17, 2019

After all, the right processes can help increase product utilization, satisfaction, and ultimately lead to upsells. Instead, CSMs simply need to address their customer journey map to determine next steps. . Instead, CSMs simply need to address their customer journey map to determine next steps. .

Journey mapping 53

Journey mapping Upselling SaaS Education 53

Lumoa

SEPTEMBER 16, 2020

When developing a marketing plan you’ll hear a lot of people talk about the customer journey, and with good reason. Example of a customer journey map (Image source) The customer journey is a map that shows how a customer goes from their initial awareness of your product to an eventual conversion.

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Customer Service Journey mapping Upselling Customer Experience 78

ProProfs Blog

MAY 29, 2020

Map Your Customers’ Journey: Just walking a mile in your customers’ shoes is not enough; map this journey out. Make use of customer journey and customer experience maps to accurately track the various touchpoints and the impact they have on your customers. Examples of Customer Touchpoints.

Advertising 109

Advertising Surveys Journey mapping Feedback 109

Pointillist

JULY 25, 2018

The questions below will help you define the scope of your customer journey analytics project: Will the project be confined to a single team, such as customer experience or marketing, or will other business functions use the platform? Is your organization already aware of specific pain points and friction in your customers’ journeys?

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Analytics Government Metrics APIs 93

Totango

MARCH 4, 2022

Common examples of B2B customer service issues that arise in a SaaS context include: Billing problems. For example, the Totango customer success platform can be set up to trigger automated emails for customers experiencing common support issues, providing them with links to relevant tutorials or other helpful information.

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B2B Customer Service B2C Interactive Voice Response 98

Totango

JUNE 4, 2021

For example, you can set up Totango Spark’s SuccessBLOC modules to trigger automated messages based on specific customer behaviors. 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.

B2C 63

B2C Upselling Journey mapping B2B 63

Totango

FEBRUARY 24, 2021

Data Availability from All Points on Your Customers’ Journey. Data relevant to customer success can come in from all points on your customer journey map , from onboarding and adoption to escalation and renewal. Look for a solution that supports the scale you’ll need to support your customers and grow your business.

Upselling 71

Upselling Journey mapping Accountability Analytics 71

Totango

SEPTEMBER 17, 2021

Creates Upsell Opportunities. A free version of your product gives your sales team an opportunity to extend an upsell offer. This can help you refine your understanding of your customer journey map , helping you optimize your customer experience and sales process. What Are the Cons of a Freemium SaaS Model?

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SaaS Best practices Upselling Journey mapping 78

Amity

MAY 22, 2016

This includes your vision, goals, customer data, metrics, timetable, journey map etc. Do a quick Google search on “customer success management” or “customer experience management” – here is a great example of a search result that contains the steps to doing customer journey mapping.

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Journey mapping Chief Customer Officer B2B SaaS 57

Totango

OCTOBER 22, 2019

Using health scores to determine which customers may need more attention and which ones benefit from upsells. . Monitoring important KPIs, such as license utilization, product usage, and adoption rates. . Paying close attention to any customer feedback. . Engaging with customers frequently. .

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Best practices Customer advocacy Upselling Accountability 49