Quadient

SEPTEMBER 7, 2022

If you follow the CCM market, then you probably know that the Aspire Leaderboard ranks as the most important annual vendor comparison research in the industry. In this blog, we'd like to share how you can leverage the dynamic Leaderboard filters to find a vendor that can support your transformation projects of today and the future.

Journey mapping 52

Journey mapping Management SaaS CRM 52

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. Why Optimizing Your SaaS Onboarding Matters. What Is the Client Onboarding Process?

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

Totango

NOVEMBER 5, 2021

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. So, that team is kind of like the architect who designs the journey for the customer. What may work for SaaS, may not work for another industry.

Journey mapping 111

Journey mapping Accountability Marketing Metrics 111

Nicereply

MARCH 23, 2021

For those of you not on Twitter, we’ve also included links to the best customer service podcasts, books, email newsletters, and blogs, so you can follow your favorites without logging on! You can follow his writing on the HelpScout Blog. Subscribe to his blog for great knowledge about elevating your customer service strategy.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Totango

AUGUST 9, 2022

Firmographics: such as company size, industry, and annual revenue. These may vary by company, industry, department and product, but common goals include: Developing buyer personas : Segmentation can be used to analyze buyer characteristics and develop ideal buyer personas quickly. What Are the Objectives of Customer Segmentation?

Best practices 100

Best practices B2B Journey mapping Upselling 100

Totango

AUGUST 5, 2022

The contents of a client onboarding questionnaire vary by industry. In general, for B2B clients in the SaaS industry, a client onboarding questionnaire may probe into areas such as: Preferred contact personnel and information. Information about the client’s products and services, features, and benefits. Marketing strategy.

B2B 84

B2B SaaS Journey mapping Sales 84

ChurnZero

MAY 3, 2022

Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. The only problem is knowing where to start—so we’re here to help. We’ll help you find your path to success. Start with our top five.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

ClientSuccess

JANUARY 12, 2021

While 2020 was a completely unprecedented time for most SaaS organizations, their customers, and their employees, it also forced customer success teams to rethink how they worked with accounts and the services they provide. Build a thorough customer success journey map for every single customer.

Journey mapping 53

Journey mapping Accountability SaaS Customer retention 53

Totango

NOVEMBER 5, 2021

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. So, that team is kind of like the architect who designs the journey for the customer. What may work for SaaS, may not work for another industry.

Journey mapping 85

Journey mapping Accountability Marketing Metrics 85

Lumoa

MARCH 12, 2023

Streamlined customer journey mapping. Having one centralized place where all customer data is tracked makes it easier to identify gaps and see how the customer journey develops. Having been around for quite some time, Clarabridge can leverage 150+ out-of-the-box industry models that can help you analyse customer feedback.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

ClientSuccess

AUGUST 28, 2020

Now that we’ve spent months in this ongoing crisis and, unfortunately, know how this kind of situation can impact a customer success team (and a larger SaaS organization in general) down the road , customer success teams can take these new insights to build a strategic plan for crisis management.

Journey mapping 95

Journey mapping SaaS Accountability Management 95

ClientSuccess

OCTOBER 12, 2020

The SaaS industry has gone through a ton of instability this year, and seasoned CSMs know that this time of change is far from over. 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.

Journey mapping 59

Journey mapping SaaS Accountability Metrics 59

ClientSuccess

NOVEMBER 15, 2017

Mapping out the customer journey ensures that all individuals and departments are on the same page when it comes to customer needs, customer handoffs and internal knowledge transfers , and most importantly, results. For this blog, we’re going to focus on the customer journey that begins the moment a sale is closed.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

Totango

NOVEMBER 5, 2021

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. So, that team is kind of like the architect who designs the journey for the customer. What may work for SaaS, may not work for another industry.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

ClientSuccess

DECEMBER 20, 2018

While there are a few structures and customer success compensation models available in the industry, it comes down to your unique team structure and goals to determine which one is right for you. The top five SaaS customer financial metrics are: Revenue Retention Rate (Gross and Net). Customer Lifecycle/Journey Mapping.

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

Totango

MARCH 4, 2022

In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. Then, we’ll consider how B2B customer service differs from customer success in a B2B context.

B2B 92

B2B Customer Service Interactive Voice Response B2C 92

Lumoa

MARCH 20, 2018

Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey." For more information, check " What is the customer journey and why does it matter to your business " by SurveyMonkey. Most of customer journey maps focus solely on customers.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Best practices 103

Best practices SaaS Journey mapping B2C 103

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Lumoa

MARCH 20, 2018

Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey." For more information, check " What is the customer journey and why does it matter to your business " by SurveyMonkey. Most of customer journey maps focus solely on customers.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

ClientSuccess

AUGUST 8, 2017

What approach to take to build the customer journey map. Aaron Fulkerson is the CEO of MindTouch and a leading innovator in open-source & SaaS software. In this webinar you will learn: How to approach post-sale lifecycle management with your customers. Your Presenters. Customer Success as a Culture: Product Leaders Edition.

Sales 40

Sales Journey mapping SaaS Management 40

ClientSuccess

JUNE 2, 2017

Dave Blake is Founder/CEO of ClientSuccess , a SaaS platform that helps customer success teams build relationships that last by giving them easy-to-use tools to proactively manage, retain, and grow their existing customer base. The webinar is called “The Customer Success Maturity Model” You can request the recorded version here.

Journey mapping 40

Journey mapping SaaS Metrics Best practices 40

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. Mapping the Modern Customer Journey.

Journey mapping 66

Journey mapping Upselling Metrics Customer retention 66

CSM Practice

NOVEMBER 4, 2019

As SaaS companies mature, they are presented with bigger challenges that are associated with scaling. Mature SaaS companies are generally more concerned with the elements of scaling customer success. Their inquiries include the best approaches to: Operationalizing the customer journey.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

CSM Practice

OCTOBER 15, 2019

A steady stream of recurring revenue is essential for any SaaS company. Optimizing the renewal process is the solution to stabilizing and maintaining the recurring revenue streams from SaaS clients. To do so, most organizations currently use industry standard CRM systems in combination with a marketing automation system.

Benchmark 40

Benchmark SaaS Journey mapping Analytics 40

SmartKarrot

MARCH 8, 2022

Now get ready to be inspired as we shine a spotlight on these powerful women and how their achievements are shaping the industry. An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. Who else would you nominate?

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Natalie Petouhof

MAY 27, 2016

Customer Experience IOT in the Automotive Industry-Upcoming. **. . • Halo Uses Xively’s Internet of Things Platform to Redefine Safety Devices. • Customer Experience IOT in the Automotive Industry-Upcoming. **. The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming.

CRM 40

CRM Automotive Analytics Big data 40

SmartKarrot

DECEMBER 2, 2020

Today, in this blog we will discuss about such remarkable women who have carved their own stamp in their respective areas of expertise. She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Sue Nabeth Moore, Customer Success Leader.

Journey mapping 17

Journey mapping SaaS Customer retention Contact Center 17

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 117

B2C B2B Journey mapping SaaS 117

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Blog content consumption. Examples include: Search engine queries and ads.

SaaS 106

SaaS Journey mapping B2B Feedback 106

ChurnZero

JUNE 27, 2023

In my view, an effective digital customer success strategy has four key steps involving: Customer data Customer segmentation Automation A customer journey map 1. Develop a simple customer journey map The next step is to outline your digital customer journey. They feel it’s not good or clean enough to use.

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

SmartKarrot

DECEMBER 22, 2020

Edtech is an interesting industry. Monitor customer’s unique needs and workflows to help them achieve their goals Create unique customer journey maps through personalized, customized, digital engagements Improve visibility for a product across all its dimensions and functions.

Education 10

Education Customer centricity SaaS Journey mapping 10

SmartKarrot

MAY 25, 2022

Customer Journey Mapping is a critical aspect of any business. It breaks down the entire process of conversion into chunks of phases in the journey. It provides a detailed view of the journey of a prospect rather than just showing the end result. Are you planning to implement a customer journey map in your organization?

Journey mapping 10

Journey mapping B2B SaaS Construction 10

SmartKarrot

JULY 30, 2020

Customer Success is the buzzword in the modern SaaS companies. In this blog, we are going to see various customer success team roles along with their titles that companies are employing in this department. Chief Customer Officer (CCO) is one of the emerging customer success titles in modern SaaS companies. Wrapping Up.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling Journey mapping 10

Totango

MARCH 2, 2021

Mapping out your customer journey stages empowers you to optimize each step for a satisfying experience that promotes higher retention. In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

ChurnZero

NOVEMBER 2, 2018

In some industries, this number can get as high as 80%. If you want to be a leading company in your industry, it’s critical that you respond and address your passive customers’ needs as quickly as possible and learn what it takes to earn that recommendation. Blog Author: Abby Hammer , VP Products & Customer Success, ChurnZero.

Journey mapping 95

Journey mapping Metrics Surveys Feedback 95

SmartKarrot

OCTOBER 26, 2022

From customer acquisition to revenue, they may be seen at every stage of the customer journey map. It might involve reading blog posts, clicking on adverts, leaving reviews, getting in touch with customer service, etc. In SaaS (Software As A Service) firms, this lack of objectivity is extremely significant.

Best practices 11

Best practices B2B Accountability Management 11