Totango

JUNE 24, 2022

SaaS companies face distinctive challenges, including pursuing different goals, using various methods to measure success, and relying on different tools to deliver successful outcomes. Delivering successful SaaS outcomes requires using tools to engage customers digitally, such as in-app messages, live chat, and email.

Best practices 109

Best practices SaaS Journey mapping B2C 109

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

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

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

Totango

FEBRUARY 24, 2021

Customer success tools can help you increase your revenue by promoting client satisfaction and retention. Here are six essential features to look when selecting customer success tools. Customer success tools don’t work in isolation. Data Availability from All Points on Your Customers’ Journey. Easy Integration.

Upselling 71

Upselling Journey mapping Accountability Analytics 71

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

AUGUST 9, 2022

To use segmented data for practical applications, teams may use tools such as key performance indicators (KPIs), dashboards and reports. Actions based on data trends can be automated using a tool such as a customer success platform that triggers workflows based on KPI monitoring. Six Best Practices for B2B Customer Segmentation.

Best practices 106

Best practices B2B Journey mapping Upselling 106

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 122

B2B Journey mapping SaaS Upselling 122

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

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. Share data and results of the customer experience analytics in an easy-to-use tool. To summarize, CSAT is a very good tool if you want to measure how a customer is satisfied with one-time interaction. How a CSAT survey can look like. Image by Retently.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Totango

MAY 6, 2022

You should consider pursuing value-adding engagements, such as offering upsells or inviting referrals. Tracking customer health scores in this way yields several benefits: Highlighting opportunities to increase revenue by reaching out to satisfied customers with upselling and referral offers. Helping you predict expansion.

Best practices 124

Best practices Upselling Metrics Journey mapping 124

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.

Journey mapping 81

Journey mapping SaaS Enterprise B2B 81

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.

SaaS 103

SaaS Upselling Metrics Journey mapping 103

CustomerSuccessBox

SEPTEMBER 7, 2021

8 Substantial Investment in Customer Journey Mapping. Throughout the customer journey, there are various touchpoints and with the smart technology and data-driven comprehensive, these insights are easily available. The journey of a customer doesn’t end when they buy your product, but it actually is the very beginning.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

CustomerSuccessBox

MARCH 14, 2022

Seamless customer journey mapping. Most SaaS businesses prefer to have a customer journey map in place to have a visual representation of the process a customer or prospect goes through to achieve a goal with your company. But sometimes defining a customer journey map could be a cumbersome process.

CRM 52

CRM SaaS Sales Journey mapping 52

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. Upsell purchases. Videos and webinars provide excellent tools for demonstrating product usage through screenshots.

SaaS 113

SaaS Journey mapping B2B Upselling 113

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. Segmentation is a powerful tool for promoting customer success outcomes. Proactively guide customer growth.

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

Taylor Reach Group

MARCH 10, 2020

Companies are looking at customer insight, customer journey mapping, CSAT, customer acquisition, data analytics, culture and brand. The better customer retention is, the more customers you have to generate revenue and upsell to. This of course means training the call center staff to use the tool consistently.

Customer Experience 123

Customer Experience Journey mapping Customer retention Chief Customer Officer 123

Pointillist

APRIL 17, 2019

You know you need the right customer data analytics tools to discover customer journeys, understand customer behavior and provide your customers with a better experience. Today, the number of customer data analytics tools are overwhelming. Over the past 30 years, BI tools have become the standard for enterprise decision making.

Analytics 51

Analytics Journey mapping Multichannel Government 51

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. Although it might sound hard to implement, in reality, there're modern tools which can help you with that. Share data and results of the customer experience analytics in an easy to use tool. The optimal way to reduce customer churn is to improve customer experience.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

GetFeedback

MAY 9, 2019

They’re also empowered with the necessary tools and encouraged to actively contribute to the customer experience. Customer journey map: A customer journey map summarizes the key interactions that a customer experiences with your brand. The VoC is the heartbeat of any customer experience program.

Customer Experience 134

Customer Experience Journey mapping Metrics Customer centricity 134

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. Use analytics tools to find information on your customer base’s demographics, interests, and behaviors. Use customer journey mapping. Attract more customers.

Customer Experience 92

Customer Experience Journey mapping CRM Metrics 92

Totango

AUGUST 18, 2022

Describing where to access self-service and customer support tools. 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. Personalizing dashboard interfaces. Introducing navigational features.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. Totango includes data monitoring tools and data-triggered automatic workflows called SuccessPlays , which let you define when customers should be sent automated emails. Website Pop-up NPS Surveys.

Best practices 103

Best practices Surveys Upselling Journey mapping 103

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. Totango includes data monitoring tools and data-triggered automatic workflows called SuccessPlays , which let you define when customers should be sent automated emails. Website Pop-up NPS Surveys.

Best practices 102

Best practices Surveys Upselling Journey mapping 102

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. Totango includes data monitoring tools and data-triggered automatic workflows called SuccessPlays , which let you define when customers should be sent automated emails. Website Pop-up NPS Surveys.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

CustomerSuccessBox

JULY 9, 2021

The custome r journey is the process by which a customer interacts with a company in order to achieve a goal. Customer journey maps are a tool to understand how people and companies buy your software. A customer journey is very specific to the physical experiences your customers have. Onboarding.

SaaS 59

SaaS Journey mapping B2C B2B 59

ChurnZero

OCTOBER 11, 2019

Q4 is where the magic happens – prospects are geared up and ready to buy, to capitalize on extra end of year budget and set themselves and their teams up to have the right tools moving into the new year. Put Forward Upsell Opportunities. You should be very clear about what you want to achieve. Customer Success Around the Web.

Journey mapping 66

Journey mapping Upselling SaaS Accountability 66

Totango

MARCH 4, 2022

When delivered through automation, it may deploy tools such as online knowledge bases, chatbots and interactive voice response (IVR) phone systems. They have different definitions, purposes, methods and tools. On the other hand, customers with a high NPS score may receive an automated upsell invitation as part of their renewal offer.

B2B 98

B2B Customer Service B2C Interactive Voice Response 98

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?

Analytics 93

Analytics Government Metrics APIs 93

Lumoa

MARCH 12, 2023

A customer experience platform is a set of tools designed to help a business manage and improve—you guessed it—the customer experience they provide. These tools typically include features such as customer data management, analytics and reporting, automation, and personalization. Streamlined customer journey mapping.

Customer Experience 78

Customer Experience Journey mapping Analytics Consulting 78

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

Your product itself serves as your main promotional tool, selling itself by demonstrating value. A freemium model provides a powerful marketing tool by giving you opportunities to build brand awareness. Creates Upsell Opportunities. A free version of your product gives your sales team an opportunity to extend an upsell offer.

SaaS 78

SaaS Best practices Upselling Journey mapping 78

CustomerSuccessBox

DECEMBER 24, 2021

The most effective way to understand the touchpoints that your firm has with your customers is through the process of customer journey mapping. This tool is incredibly helpful in identifying opportunities for your organization. However, you shouldn’t sit idle once the map is created. Start with the customer journey map.

Journey mapping 52

Journey mapping Chief Customer Officer Upselling Customer retention 52

Totango

MARCH 2, 2021

The Totango Spark platform’s Freemium SuccessBLOC provides tools to help you automate the process of guiding freemium prospects along the journey to becoming paying customers. Totango Spark includes a number of tools to help you promote a successful adoption experience. Make Each of Your Customer Journey Stages Count.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

Lumoa

APRIL 28, 2024

If you are looking for a customer experience platform that fits your needs, we compared three major tools to help you find the right one: Medallia, Qualtrics, and Lumoa. You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI.

Feedback 78

Feedback Consulting Consulting Enterprise 78

Totango

MARCH 26, 2021

Resources: The Customer Journey Map: An Ultimate Guide. Extend customers cross-sell and upsell offers. Use in-app messages, email and phone surveys to extend cross-sell and upsell offers. Build a reputation as a thought leader by sharing content that meets your audience’s needs. Conversion.

SaaS 68

SaaS Best practices Upselling Education 68