ChurnZero

JANUARY 9, 2025

Companies that do not map customer journeys lose 15-20% of potential revenue growth as they fail to identify and act on conversion and upselling opportunities. here is a guide for three areas to focus on as your go-to-market teams map the customer experience and hold each other accountable for its successful execution.

Journey mapping 52

Journey mapping Marketing Upselling Education 52

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

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 114

SaaS Journey mapping Upselling Best practices 114

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. What Is SaaS Customer Engagement?

SaaS 100

SaaS Upselling Metrics Journey mapping 100

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. CM strategy in the company could be decided into 6 components defined by Bob Hayes for CustomerThink. 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

Totango

JUNE 24, 2022

The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. SaaS technology allows companies to design customer journey maps that standardize success outcomes to be automated for repeatable, scalable results.

Best practices 106

Best practices SaaS Journey mapping B2C 106

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.

Upselling 52

Upselling Interactive Voice Response Outbound sales Contact Center 52

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. In this guide, we’ll lay out a seven-step customer success strategy you can use to promote winning outcomes for your clients: Prioritize a culture of customer success. Proactively guide customer growth.

Customer retention 88

Customer retention Journey mapping SaaS Benchmark 88

Totango

APRIL 2, 2019

Through customer journey mapping. By mapping the customer journey stages, you can visualize the customer success cycle from the customer’s point of view, including their perceptions of received value and the actions customers take as a result. And that information helps you implement the right customer success strategy.

Journey mapping 108

Journey mapping Upselling Accountability Feedback 108

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. By understanding customer needs, preferences, and behaviors, businesses can work to create and maintain customer engagement strategies that meet customer expectations. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ChurnZero

FEBRUARY 9, 2021

Customer Experience: Journey Mapping. Course Description: If you strive for a customer-centric culture, you have to understand the customer’s journey—every step of the way. Customer journey mapping is a powerful way to find pain points and opportunities in your customer experience. Level: Intermediate.

Journey mapping 98

Journey mapping Best practices Upselling Consulting 98

Totango

SEPTEMBER 1, 2022

Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices. Finally, we’ll offer some tips on updating your QBR SaaS strategy to leverage the latest technology and best practices. Updating goals, strategies, and KPIs to pursue future objectives. What Is a QBR in SaaS?

SaaS 101

SaaS Journey mapping Upselling Best practices 101

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

B2B 119

B2B Journey mapping SaaS Upselling 119

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.

Journey mapping 148

Journey mapping Education B2B Sales 148

Totango

AUGUST 9, 2022

Sales : Sales teams can use customer segmentation to group prospects and customers based on propensity to buy, potential transaction value and upsell opportunities. Success teams can also use segmentation to promote subscription renewal, spot upsell opportunities and analyze trends in customer product usage to better understand behavior.

Best practices 103

Best practices B2B Journey mapping Upselling 103

CCNG

OCTOBER 19, 2022

Gartner, 2018) According to customers, in 2022, only 3% of companies are customer-obsessed — putting customers at the center of their leadership, strategy, and operations — a decrease of 7 percentage points from the prior year. Forrester, 2022) 80% of CEOs believe they deliver superior customer experience. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. What Is a Customer Engagement Strategy? Trials of upsell products. Adoption of advanced product features.

Journey mapping 79

Journey mapping SaaS Enterprise B2B 79

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. CS Operations: Strategies, Tactics & Goals (RYG Leadership Hour).

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

ChurnZero

JULY 14, 2021

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. 3 Strategies for Best-In-Class CSM Onboarding – Learn three areas to consider in order to ensure your team onboarding is effective.

Journey mapping 98

Journey mapping Metrics Customer retention Upselling 98

GetFeedback

MAY 9, 2019

At this level, you’re also working on developing a customer experience strategy. At this stage, the cross-functional CX coalition team is also working on engaging the entire workforce in the strategy. Purposeful leadership: Leaders within a company need to be aligned on the importance of CX and must agree on the proposed strategy.

Customer Experience 134

Customer Experience Metrics Journey mapping Customer centricity 134

CustomerSuccessBox

SEPTEMBER 7, 2021

Future strategies are focused on aggregating customer data and incorporating AI to provide valuable and accurate insights on usage trends, potential churn, and growth opportunities. #3 8 Substantial Investment in Customer Journey Mapping. Throughout the entire journey, understand your customers, their behaviors, and their needs.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

Totango

AUGUST 11, 2022

Finally, we’ll cover how customer success software can help you automate your digital client relationship-building strategy. 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.

SaaS 110

SaaS Journey mapping B2B Feedback 110

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.

Journey mapping 96

Journey mapping SaaS Upselling Enterprise 96

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. In the section below, we outline three strategies that every Customer Success team can use to increase their perception as a profit center. Customer Lifetime Value (CLV).

Metrics 98

Metrics Journey mapping SaaS Sales 98

Method:CRM

JULY 11, 2022

Retaining customers is also a great way to secure more cross-selling and upselling opportunities since you already have an idea of what they want or need. One of the best ways to form a customer experience strategy is through data. Use customer journey mapping. This is where customer journey mapping comes in.

Customer Experience 92

Customer Experience Journey mapping CRM Metrics 92

REVE Chat Blog

NOVEMBER 21, 2019

Similarly, businesses should also inculcate lead generation ideas and strategies to improve the customer base for their growth. No matter if you are a small business or a big enterprise, acquiring customers with lead generation ideas play a vital part of any business strategy. . It will open the door for upselling.

B2B 77

B2B Best practices Sales Chatbots 77

JustCall

MAY 14, 2020

But are you still sticking to the old-fashioned customer retention strategies? Implementing new actionable customer retention strategies to stop customers from getting churned has become the need of the hour. ” So read below to learn the customer retention strategies that can help you keep your revenue stream stable.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

JustCall

MAY 14, 2020

But are you still sticking to the old-fashioned customer retention strategies? Implementing new actionable customer retention strategies to stop customers from getting churned has become the need of the hour. ” So read below to learn the customer retention strategies that can help you keep your revenue stream stable.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

Totango

NOVEMBER 3, 2021

This strategy may be deployed piecemeal, but for best results, you can create and automate standard operating procedures defining events in a customer’s journey which trigger NPS surveys. NPS surveys can also be scheduled to go out at certain time-based points in the customer’s journey.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

Totango

JUNE 4, 2021

We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs. We’ll also show you how technology can help you automate your engagement strategy. You can apply this strategy to automated messages throughout your customer journey.

B2C 62

B2C Upselling Journey mapping B2B 62

Totango

NOVEMBER 3, 2021

This strategy may be deployed piecemeal, but for best results, you can create and automate standard operating procedures defining events in a customer’s journey which trigger NPS surveys. NPS surveys can also be scheduled to go out at certain time-based points in the customer’s journey.

Best practices 99

Best practices Surveys Upselling Journey mapping 99

Totango

NOVEMBER 3, 2021

This strategy may be deployed piecemeal, but for best results, you can create and automate standard operating procedures defining events in a customer’s journey which trigger NPS surveys. NPS surveys can also be scheduled to go out at certain time-based points in the customer’s journey.

Best practices 97

Best practices Surveys Upselling Journey mapping 97

ChurnZero

FEBRUARY 9, 2021

Customer Experience: Journey Mapping. Course Description: If you strive for a customer-centric culture, you have to understand the customer’s journey—every step of the way. Customer journey mapping is a powerful way to find pain points and opportunities in your customer experience. Level: Intermediate.

Journey mapping 52

Journey mapping Best practices Upselling Consulting 52

Totango

SEPTEMBER 17, 2021

This is a high-tech variation on the classic sales strategy of offering prospects a free demonstration, illustrated by the proverbial test drive used for selling automobiles where salesmen turn a quick test drive into a weekend test to a purchase. Creates Upsell Opportunities. Informs Your Product Roadmap.

SaaS 77

SaaS Best practices Upselling Journey mapping 77

Totango

MARCH 4, 2022

B2B customer success management is a strategy for promoting outcomes that meet client goals. To achieve this goal, customer success teams work with clients to define objectives, develop strategies, implement plans and monitor results. Integrate Your B2B Customer Service into a Winning Customer Success Strategy.

B2B 95

B2B Customer Service B2C Interactive Voice Response 95

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Customer experience journey map — pictorial representation of a customer’s thoughts and actions while shopping or using a product or service.

CRM 66

CRM Customer Care Customer Experience Customer advocacy 66

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. You can use a similar strategy to monitor and promote adoption. Customer Health Scoring.

Upselling 71

Upselling Journey mapping Analytics Accountability 71