Lumoa

FEBRUARY 9, 2023

Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Customer Effort Score (CES) Customer Effort Score (CES) is a customer experience metric used to measure customer effort and customer satisfaction. Wondering which metric to choose?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Education Services Group

JUNE 20, 2023

Continuing our series investigating all the stages of a customer journey map, I’m diving into everything that makes (or breaks) this chapter of the CX story. When SaaS (and, by extension, XaaS) came along, businesses had to start thinking differently about how they were acquiring and serving their customer bases.

Journey mapping 52

Journey mapping Government SaaS Self service 52

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 78

SaaS Best practices Upselling Journey mapping 78

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. We’ll define customer health score, what metrics go into it, and what it tells you about customer accounts. Common Customer Health Metrics. How do you calculate client health scores?

Best practices 124

Best practices Upselling Journey mapping Metrics 124

Lumoa

MARCH 20, 2018

Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Wondering which metric to choose? Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey."

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

ChurnZero

JANUARY 10, 2025

You dont have to live in a futuristic time warp to know that customers (yes, even B2B and SaaS customers) are more and more online, working when and how it works for them, and they want (and sometimes need) to engage with your products and your company in that same flexible, at-their-fingertips kind of way.

B2B 52

B2B Journey mapping Metrics Enterprise 52

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 93

Journey mapping SaaS Best practices Benchmark 93

ChurnZero

JULY 14, 2021

This metric helps determine which customers are your most profitable and can be useful both pre-sale to focus on acquiring highly valuable customers but then also post-sale to make sure your Customer Success team is able to focus their efforts on retaining your customers with the strongest lifetime value. Customer Success Around the Web.

Journey mapping 98

Journey mapping Metrics Customer retention Upselling 98

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. A customer engagement strategy is an action plan for promoting active client use of your SaaS product. Engaging decision-makers in discussions about performance goals and metrics provides a transparent, objective basis to demonstrate product value.

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

ChurnZero

APRIL 8, 2020

Given these evident benefits, it’s easy to see why customer advocacy is a hot topic in the SaaS industry at the moment. . This places even more pressure on SaaS companies to retain their current customers and provide a product that delights users, and dramatically increases the need to build an army of customer advocates!

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

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. Customer Experience Metrics Will Improve Your Company’s Performance.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

ChurnZero

DECEMBER 1, 2023

The essential handbook for building the modern customer success program Are you ready to elevate your SaaS business with a robust customer success program? Dive into “the ultimate guide to customer success in SaaS” and gain the insights and strategies you need to create a high-performing customer success team.

SaaS 52

SaaS Customer advocacy Journey mapping Customer centricity 52

CustomerSuccessBox

MARCH 14, 2022

Closing a SaaS sales deal could take a hefty time depending upon a lot of factors. Especially in the SaaS industry, where customer retention is the lifeblood of the SaaS business, you need to make sure that you provide an outstanding experience to your customers by planning a smoother post-sales process with a clear-cut checklist.

CRM 52

CRM SaaS Sales Journey mapping 52

ChurnZero

AUGUST 28, 2020

SaaS onboarding makes or breaks your customer retention. Recruit cross-functional team members to review customer feedback, map internal workflows, and define responsibilities and metrics. How to Create an Effective Customer Journey Map – Check out these customer journey examples and templates. .

SaaS 59

SaaS Journey mapping Metrics Sales 59

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

CustomerSuccessBox

APRIL 19, 2022

Businesses are realizing the power of customer journey mapping to monitor customer experience performance and identify opportunities for improvement. Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes.

Metrics 52

Metrics Analytics SaaS Journey mapping 52

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. A Customer Onboarding Checklist for Successful CS Teams. What Is the Client Onboarding Process?

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. What’s an auto QBR?

Journey mapping 91

Journey mapping Accountability Marketing Metrics 91

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

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

CustomerSuccessBox

DECEMBER 17, 2021

The effectiveness of this optimization process can be measured using metrics associated with the buyer’s life cycle. The buyer’s journey is the sum total of all the experiences a typical user has during their encounters with your brand. Every B2B Saas company tracks its conversion rate. What is the customer lifecycle?

Journey mapping 52

Journey mapping B2B SaaS Metrics 52

Liveops

JANUARY 25, 2019

Behavior Metrics, Insights, and Testing. Brainstorm and lay out customer journeys with this free, no-frills canvas-making tool. Go deeper into customer journey mapping with software that not only identifies touchpoints but assigns individuals to be accountable for managing and improving metrics associated with each touchpoint.

Technology 82

Technology Customer Experience Journey mapping Enterprise 82

Amity

MAY 22, 2016

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? This includes your vision, goals, customer data, metrics, timetable, journey map etc. You don’t have metrics or KPIs. Improve customer satisfaction – (33%).

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

ClientSuccess

DECEMBER 20, 2018

Performance Metrics. Just as every customer success team has different types of compensation guidelines, so too do these teams rely on different metrics to track and guide department, team, and individual success. The top five SaaS customer financial metrics are: Revenue Retention Rate (Gross and Net). Renewal Ownership.

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

Lumoa

MARCH 20, 2018

Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Wondering which metric to choose? Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey."

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

Education Services Group

FEBRUARY 26, 2020

This can work if your product is super simple (think Spotify or Netflix), but in our experience, most products are just not that easy to navigate (especially in the B2B SaaS world). Keep up-to-date journey maps and workflows on hand. Metrics, You Say? Keep in mind that all of these metrics are expressed as percentages.

Journey mapping 75

Journey mapping Metrics Marketing B2B 75

ProProfs Blog

OCTOBER 30, 2021

Let’s illustrate with an example of a SaaS organization. Throughout the study, the group never received any direct marketing from the company and they closely measured the metrics such as purchasing behavior, deflection rate, and profitability. Helps in meeting key metrics. The results have been amazing. “ NPS Surveys.

Feedback 143

Feedback Surveys Customer centricity Metrics 143

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

ChurnZero

OCTOBER 11, 2019

If you work in a B2B SaaS company, you know that across the board, Q4 is always the biggest sales quarter of the year. In order to be pushing towards these goals you will want to diligently track your progress against these metrics throughout the quarter. . Know Your Accounts’ Budgeting Timeline. Customer Success Around the Web.

Journey mapping 66

Journey mapping Upselling SaaS Accountability 66

ClientSuccess

FEBRUARY 27, 2018

Here is a brief playbook on how customer success teams can define customer handoff and streamline the customer success journey between departments. Align Handoffs, Data Collection, and Success Metrics Between Departments. First, it’s imperative to align departments across the entire customer journey. Define Customer Handoffs.

Metrics 40

Metrics Journey mapping Coaching SaaS 40

ChurnZero

JUNE 27, 2023

A digital approach is key to improving business growth metrics such as net revenue retention (NRR) and gross revenue retention (GRR). In my view, an effective digital customer success strategy has four key steps involving: Customer data Customer segmentation Automation A customer journey map 1. Note: Click on image to enlarge.

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

ChurnZero

FEBRUARY 14, 2020

If B2B SaaS were on a dating site, it’d be looking for a lifelong commitment; a scary thought for potential suitors when there are plenty more fish in the sea. Leverage digital email/in-app metrics as a way to track overall engagement 2. Because the only thing more disappointing than receiving Sweethearts, is a box full of blank ones.

Journey mapping 64

Journey mapping B2B SaaS Metrics 64

ClientSuccess

NOVEMBER 15, 2017

For large enterprise or companies with a global reach, understanding the customer experience can take on a new life of its own—one that hinges fully on visible data and metrics across the entire customer journey. Global organizations especially must pay attention to the Customer Journey Map and Customer Lifecycle Management.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

CustomerSuccessBox

APRIL 12, 2022

It will go a long way in putting together the usage metrics about active users and letting CSMs know which features are adored by customers. Customer journey mapping is the best way of understanding the customer journey as a whole. Additional Reads- 7 Best practices for a Customer Journey Map!

Journey mapping 52

Journey mapping Construction Sales SaaS 52

Education Services Group

JULY 20, 2021

When using a CS tool to manage the customer journey and lifecycle, you can keep track of each of the playbooks and journey maps a customer might go down with more or less automation accordingly, but as you scale or change those touch points, that just means there’s more to account for as you go.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

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 62

Journey mapping Accountability Marketing Metrics 62