ProProfs Blog

JUNE 28, 2019

Customer journey mapping has become such a buzzword in business that 34% of companies are already implementing it into their customer service. However, the idea behind mapping the customer journey is quite intuitive. It may take months of reading articles and attending webinars to get to the free trial stage.

Journey mapping 95

Journey mapping Entertainment Sales Big data 95

ClientSuccess

JUNE 2, 2017

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. We held this webinar on Thursday, June 22, 2017 at 11:00 a.m. View the recorded webinar: Request the Recorded Webinar.

Journey mapping 40

Journey mapping SaaS Metrics Best practices 40

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. 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. TC : Yes, definitely.

Journey mapping 91

Journey mapping Accountability Marketing 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.

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Journey mapping Surveys Feedback Metrics 92

ChurnZero

APRIL 8, 2020

Ultimately, if you’re looking to reduce churn and increase retention rates—and let’s face it, which SaaS company is not focused on these metrics?—developing Upcoming Webinar: Lessons Learned: A Reflection in Customer Journey Mapping. Here’s a guide to help you make sure that’s the case. Who doesn’t want a piece of that?!

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

CX Accelerator

OCTOBER 21, 2019

The ability to source and find relevant articles, webinars, and resources in real-time. Whether you need a quick and easy way to bring a customer journey map to life, or you’re looking to build an engaging presentation deck for the C-Suite, Canva can help you do it quickly and professionally. Three of my favorite benefits?

Customer Experience 140

Customer Experience Journey mapping Education Accountability 140

ChurnZero

FEBRUARY 28, 2020

But, if you’re using digital communication, you have access to all sorts of “marketing” metrics to better understand your customers’ product and communication engagement. During the webinar, we discussed how to: Leverage email and in-app metrics to track overall customer engagement. as a potential good starting place.

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Journey mapping Customer centricity Accountability Metrics 64

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

OCTOBER 14, 2017

Customer Health Score takes multiple dimensions of customer data metrics and classifies them into a single representation of green, yellow or red. They use the excel formulas to summarize the metrics across a row and come up with a number. Is there a single reason, multiple reasons, and what are those reasons?

Metrics 105

Metrics Accountability Journey mapping Marketing 105

ChurnZero

JULY 16, 2021

ESG joined us for a webinar to discuss how automation and human touchpoints can not only coexist but amplify your outreach and efforts. In the webinar, we cover: Tips for making automated messaging feel more personal and relevant. If you missed the webinar, you can watch it on-demand. Q&A Recap. Marley Wagner , Sr.

Journey mapping 98

Journey mapping Accountability SaaS Education 98

ChurnZero

OCTOBER 11, 2019

In order to be pushing towards these goals you will want to diligently track your progress against these metrics throughout the quarter. . Upcoming Customer Success Webinar. Join the webinar to learn: Why most onboarding efforts are ineffective and do not set your customers up for success with your software.

Journey mapping 66

Journey mapping Upselling SaaS Accountability 66

Serenova

JULY 5, 2019

Certainly not an easy task—especially amid the daily leadership challenges of improving efficiency metrics, training and engaging agents, and reversing the tide of attrition. In preparation for the webinar, I learned more about the research and insights that Art is planning to share. Fortunately, there’s help.

Customer centricity 40

Customer centricity Contact Center Journey mapping Self service 40

CX Journey

MARCH 31, 2015

A couple weeks ago, I participated in a webinar with Kyle Antcliff of Intradiem. We talked about the employee experience, employee journey mapping, and solutions that drive or impact workforce efficiency. It needs to be understood (using tools like personas, journey mapping, and surveys and other listening posts).

Journey mapping 64

Journey mapping Morale Employee engagement Airlines 64

Education Services Group

FEBRUARY 26, 2020

Keep up-to-date journey maps and workflows on hand. Which metrics and KPIs will you be keeping a close eye on to indicate if your new strategies are working? Metrics, You Say? Keep in mind that all of these metrics are expressed as percentages. Create alignment between Customer Success and Marketing. Delivery Rate.

Journey mapping 75

Journey mapping Metrics Marketing B2B 75

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

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. 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. TC : Yes, definitely.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

ChurnZero

FEBRUARY 14, 2020

Upcoming Webinar: Digital Customer Success Strategies to Drive User Adoption. Wednesday, February 19, 2020, 2:00 – 3:00 PM EST. Often, getting access to the data points that matter most early in the customer journey can be difficult. In this webinar, we will discuss how to: 1. Relationships need to be nourished and nurtured.

Journey mapping 64

Journey mapping B2B SaaS Metrics 64

ChurnZero

APRIL 18, 2024

CustomerGuru CEO Lynn Tsoflias outlined the benefits of both high-touch and digital-focused CSMs in the webinar, Scaling Customer Success : So, what’s at the top of your list to keep for analog interactions? Resources to dig deeper: 8 SaaS Onboarding Best Practices , How to Streamline Onboarding to Reduce Churn (webinar).

Journey mapping 52

Journey mapping SaaS Metrics Best practices 52

Totango

OCTOBER 14, 2017

Customer Health Score takes multiple dimensions of customer data metrics and classifies them into a single representation of green, yellow or red. They use the excel formulas to summarize the metrics across a row and come up with a number. Is there a single reason, multiple reasons, and what are those reasons?

Metrics 86

Metrics Accountability Journey mapping Marketing 86

ClientSuccess

OCTOBER 12, 2020

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. Webinar: Lessons Learned from Building 3 Customer Success Teams from Scratch. Steps for a PROACTIVE customer success team.

Journey mapping 59

Journey mapping SaaS Accountability Metrics 59

CX Journey

OCTOBER 20, 2015

If you're not familiar with that, it's a metric created by Corporate Executive Board (CEB) , based on the following questions, using a 7-point verbal scale: Please indicate the extent to which you agree or disagree with the following statements about your service experience, overall: - The company made it easy for me to handle my issue. -

Customer Experience 75

Customer Experience Scripts Customer effort Journey mapping 75

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. Is it a good experience?

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

Lumoa

FEBRUARY 21, 2023

In our last webinar, Lumoa CEO Carlos del Corral sat down with Mark Barrett and Sian Kerr from Watermelon Research to discuss just that. Focusing Heavily on Metrics The first sign that a VoC program is losing momentum is when it becomes just another way to measure and report performance metrics. Here are some key insights.

Gamification 78

Gamification Journey mapping Feedback Metrics 78

GetFeedback

DECEMBER 2, 2019

If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. Without tracking and understanding this important metric, it’s impossible to know if you are delivering the experience your customers are expecting from you. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts.

Benchmark 78

Benchmark Journey mapping Metrics Customer centricity 78

CX Journey

JANUARY 3, 2018

In last July's webinar with CallidusCloudCX, I talked about nine behaviors of CX Losers. Journey maps : by definition, when you map customer journeys, you must involve cross-functional stakeholders, which (a) gets them collaborating and sharing and (b) helps them see how various departments impact a single customer journey.

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Journey mapping Government Morale Coaching 59

ChurnZero

DECEMBER 16, 2022

In our webinar, “ Focusing on ICBs to accelerate user adoption and success ,” Jason shares strategies for mapping and rewarding ideal customer behaviors to drive adoption, product engagement and customer retention. AM” stands for activity metrics or adoption metrics. Those are the lagging indicators. Jason: Absolutely.

Metrics 98

Metrics Journey mapping Sales Accountability 98

ChurnZero

JULY 9, 2021

What proof points and metrics are you citing? For more resources on the role of customer fit in retention, check out: [Webinar] Should New Sales be Held Accountable for Churn? How to Create an Effective Customer Journey Map – Find out how to map out your customer’s journey using these examples and templates. .

Journey mapping 75

Journey mapping Sales Marketing Metrics 75

ChurnZero

MARCH 11, 2020

When you’re presenting churn categories to an executive team and board members, simple, clear metrics win the day. Upcoming Webinar: Unpacking the Power of the Executive Business Review. Join this webinar to learn: The different types of customer reviews and when to use them. A note on “Didn’t realize ROI”.

Journey mapping 52

Journey mapping SaaS Finance Consulting 52

NobelBiz

FEBRUARY 14, 2023

We talk about training and coaching contact center staff and more in our webinar episode available through here. How can contact centers use customer journey mapping to identify gaps in their customer view? Identifying gaps: By analyzing the customer journey map, contact centers can identify gaps in the customer experience.

Contact Center 52

Contact Center CRM Journey mapping Government 52

ChurnZero

SEPTEMBER 20, 2024

Can keep a high-volume list of customers on track with customer journeys, including feedback surveys, performance reviews, and product resources (company benefit: updated customer journey mapping) Online community manager. Remember also that hard and soft skills can be learned and improved upon.

Journey mapping 52

Journey mapping Construction Upselling Accountability 52

Totango

AUGUST 14, 2020

Customer success teams use a customizable range of metrics to create a live account of customer status called the customer health score. Customer definition of success: The product and customer experience are so smooth and offer so much value that the customer is excited to share their experience and bring others on board.

Enterprise 80

Enterprise Feedback Upselling Accountability 80

Amity

OCTOBER 12, 2017

A large component of the customer journey is clearly laying out the proactive measures that your organization is prepared to take. The Customer Journey will help determine the people you need and the processes you will roll out so it’s critical to invest in the proper resources for this initiative. Best practice webinars.

Metrics 61

Metrics Upselling Journey mapping CRM 61

UJET

MARCH 22, 2021

While we have no shortage of reports and dashboards at our disposal that will show us how the KPIs are trending, you need to be able to drill into the metrics to understand what’s driving them up or down. Learn more about building an intelligent IVR by listening to our most recent webinar.

Interactive Voice Response 82

Interactive Voice Response Virtual Agent Contact Center Self service 82

CX Journey

MAY 3, 2016

Through events, webinars, member calls, community forums, mentor-mentee relationships, and experts, there's no shortage of opportunities to learn from peers. You'll take what you learned during listening and journey mapping and redesign the experience to meet your customers' needs. Again, the association is member-driven.

Customer Experience 40

Customer Experience Journey mapping Metrics Customer centricity 40

Nicereply

FEBRUARY 2, 2024

Preferred content formats : How to present information in a manner that resonates with your audience, whether it’s through articles, videos, webinars, or other means. Current customer experience : The customer journey map for your business and key areas of improvement.

Education 59

Education Accountability Customer retention Journey mapping 59

ChurnZero

NOVEMBER 2, 2018

Since then it has been used heavily by companies, both large and small, to assess customer satisfaction and has become an important metric for growth-driven technology businesses. C-Suite – Used as a KPI, NPS provides one simple metric that impacts the entire company and provides a clear picture to the health of the organization.

Journey mapping 95

Journey mapping Metrics Surveys Feedback 95

JustCall

NOVEMBER 23, 2022

It contains all communications, like skimming through products on the business website, reading blog posts, watching promotional videos, interacting with staff in-store, making purchases, attending webinars, and utilizing your goods or service. In this way, client assistance is a measurable, remote event.

Customer Experience 52

Customer Experience Customer Service Journey mapping Chatbots 52