Journey mapping Metrics Upselling 
Totango
MARCH 12, 2021
A customer journey map template lays out a path to optimal outcomes promoting client retention. Here we’ll cover an eight-step approach to creating a customer journey map that encompasses all stages of your customers’ experience, including pre-sales and post-sales experiences. Consideration. New vs. returning visitors.
ChurnZero
JANUARY 6, 2022
Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. Choose Metrics that Emphasize Your Value. Changing the perception of Customer Success within your organization starts by evaluating your metrics. Not so much.
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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.
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?
Totango
MAY 10, 2022
Trials of upsell products. Engaging decision-makers in discussions about performance goals and metrics provides a transparent, objective basis to demonstrate product value. Promoting product usage increases the value clients derive from your product, increasing the likelihood of renewals, upsells, and referrals.
CCNG
OCTOBER 19, 2022
Temkin, 2018) Just 34% of respondents report they have three or more years of experience developing end-to-end journey maps, and 83% report their organization struggles to use customer journey maps to identify and prioritize CX efforts. Gartner, 2018) 17% of CX Leaders are using CES as a core CX metric. IDC, 2022).
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.
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