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 116

B2B Journey mapping SaaS Engineering 116

ChurnZero

NOVEMBER 22, 2021

And by implementing the Customer Success capacity planning and budgeting models shared in this article , Kristen did just that. In this article, we cover: Budgeting Benchmarks: Do They Cause More Harm than Good? Customer Success Budgeting Best Practices and Lessons Learned.

Benchmark 98

Benchmark Finance Best practices Sales 98

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. To put your goals of promoting customer success into action, you can define benchmarks that measure success in quantifiable terms. Proactively guide customer growth.

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

Totango

AUGUST 18, 2022

One way to tackle these challenges is to utilize a customer onboarding checklist for your CS team that delineates all of the targets that need to be hit during this stage of the customer journey. In this article, we’ll cover what you need to know to create an effective onboarding checklist.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

Totango

MAY 6, 2021

And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. You can systematically increase your customer retention by following some key best practices. These include: Mapping your customer journey. Map Your Customer Journey.

Customer retention 74

Customer retention Best practices Education Benchmark 74

Totango

DECEMBER 1, 2021

Agile CS goals should be quantified in terms of measurable objectives and benchmarks. As with KPIs, tasks can be keyed to a customer journey map template for organizational structure and clarity. Effective execution of an agile CS plan depends on following good governance and decision-making practices.

Government 97

Government Journey mapping Accountability Benchmark 97

CSM Magazine

JANUARY 10, 2020

Since things were “good” overall and no major pain points were obvious, I suggested that he and his leadership team perform an audit of their own customer’s journey and look for ways to add value to each interaction and touch-point. To be clear – a self-audit is not an assumptive journey map. Be deliberate about your efforts.

Customer Experience 64

Customer Experience Journey mapping Benchmark Customer centricity 64

Totango

JUNE 4, 2021

By combining technology with best practices, you can maximize interaction with your clients and build brand loyalty. Use your customer journey map to plan events that trigger customized offers. You can also elicit feedback after customers achieve customized benchmarks.

B2C 62

B2C Upselling Journey mapping B2B 62

Quadient

OCTOBER 22, 2021

Not only a source of peer insight, but these are also powerful educational and training forums with deep resources from videos and test environments to example code and articles to short courses. Case in point, in developing the first version of customer journey mapping we learned a great deal about CX. CCM migration experts.

Journey mapping 52

Journey mapping Enterprise Benchmark SaaS 52

Up Your Service

JANUARY 28, 2020

Utilizing both types of service standards is the best practice for creating predictable process performance and exceptional customer experience. Did you enjoy this article? If you found this article useful, you might enjoy reading these other popular posts from our blog: Creating Customer Journey Maps that Work.

Complaint resolution 52

Complaint resolution Best practices Journey mapping Scripts 52

ChurnZero

NOVEMBER 2, 2018

NPS – which is sometimes referred to as the “ The Ultimate Question ” – is a customer satisfaction benchmark that measures how likely your customers are to recommend your business to friends, colleagues, and other contacts. You can think of it as a numerical value that indicates how loyal your customers are. Unfortunately the news gets worse.

Journey mapping 95

Journey mapping Metrics Surveys Feedback 95

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Our favorite content from Ian : Customer Journey Mapping – are ‘static’ maps a waste of time and money?

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98