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.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. Start with simple self-paced courses, in-product guidance, and live online webinars and workshops.”

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

ChurnZero

APRIL 3, 2020

To learn how Customer Success Managers can maximize this valuable customer time, we hosted a webinar with The Success League’s Amy Mustoe. During this webinar, we covered: The types of customer reviews and when to use them. If you missed the webinar, you can watch it on-demand. How to do your homework before an EBR.

Journey mapping 52

Journey mapping SaaS Sales Consulting 52

ChurnZero

MARCH 11, 2020

Yes, there are only four, and while there are multiple reasons at play, it’s important to choose one primary churn category for each lost account. Were you able to work with your peers in our customer base to share best practices to increase your proficiency and ROI with our product? Product fit. Don’t be discouraged by churn.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

JustCall

MARCH 8, 2023

With specialties in customer journey mapping, the voice of the customer, and product marketing, Sue is a sought-after guest expert for publications, podcasts, webinars, and live events. Follow Sue on LinkedIn 7. Kellie builds on the philosophy of customer success and believes that it is the growth engine of an organization.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

ChurnZero

APRIL 24, 2020

A customer journey map is a tool to help visualize the experiences of interacting with your company from the customer’s point of view. By understanding your customer’s journey, you can better deliver on their expectations. If you missed the webinar, you can watch it on-demand. Q&A Recap.

Journey mapping 72

Journey mapping Sales Best practices Metrics 72

Education Services Group

FEBRUARY 26, 2020

Keep up-to-date journey maps and workflows on hand. ESG’s VP of Strategic Development, Megan Macaluso recently discussed this topic on a ChurnZero webinar. Create alignment between Customer Success and Marketing. Take time to build a relationship with your Marketing team and work together to accomplish your common goals.

Journey mapping 75

Journey mapping Metrics Marketing B2B 75

CSM Practice

NOVEMBER 4, 2019

Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community. Interestingly, the best customer experience doesn’t always require a Customer Success Manager (CSM). 3 New Customer Onboarding Best Practices: [link].

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

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. Best practices and customer stories are shared regularly with employees. Empower them , but hold them accountable. Again, the association is member-driven.

Customer Experience 40

Customer Experience Journey mapping Metrics Customer centricity 40

Amity

OCTOBER 12, 2017

I know I felt that way as a Customer Success Manager at Eloqua when I had my 30+ accounts and I felt like I was always online. It is important that as you round the corners along this journey that you do follow a certain path. This also includes addressing the most asked CS question ever: “how many accounts should a CSM own?”

Metrics 61

Metrics Upselling Journey mapping CRM 61

Amity

OCTOBER 12, 2017

I know I felt that way as a Customer Success Manager at Eloqua when I had my 30+ accounts and I felt like I was always online. It is important that as you round the corners along this journey that you do follow a certain path. This also includes addressing the most asked CS question ever: “how many accounts should a CSM own?”

Metrics 49

Metrics Upselling Journey mapping CRM 49

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. In terms of data accuracy, the account fields and contact fields are the most important. A best practice is to keep your customer journey map to a single page.

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

Totango

AUGUST 11, 2022

Monitoring and managing all these interactions effectively requires technology tools to collect data from multiple customer contact points, analyze the results, and put the information to practical use. If the decision-maker isn’t engaged, the account is at risk. 14 Ways to Improve Client Relationships Digitally.

SaaS 106

SaaS Journey mapping B2B Feedback 106

Totango

MARCH 2, 2021

T his illustrates why an effective approach to customer journey management must take into account the customer’s entire experience, not just one component. Product webinars. You can help make this a smooth transition by taking steps such as: Assigning account managers to new customers. Case Studies. Datasheets.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

ChurnZero

NOVEMBER 2, 2018

Customer Success/Support – For these departments, NPS is all about routine account engagement and proactive identification of issues that may be related to churn, reduction in usage, etc. You will also learn how to administer and calculate NPS, recommended follow-up actions for each segment, and other best practices.

Journey mapping 95

Journey mapping Metrics Surveys Feedback 95

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 APIs Metrics 93

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 43

Analytics Metrics Government Journey mapping 43