Totango

MAY 10, 2022

In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. After considering what a customer engagement strategy is and its benefits, we’ll offer ten key tips for keeping enterprise executives and stakeholders engaged. Adoption of advanced product features.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

ShepHyken

JULY 22, 2016

” Plot Out Customer Journeys. Another crucial part of remodeling your customer service core is to begin using a customer journey map, if you have not already incorporated it into your workflow. Furthermore, customer journey mapping is a good opportunity to search for potential holes in the service chain.

Journey mapping 180

Journey mapping Customer Support Feedback Surveys 180

Quadient

JULY 25, 2022

Customer journey mapping software is the one tool you must have in your customer experience toolbox. What is customer journey software? . Customer journey software enables a business to create a customer journey map which helps them to visualize the process a customer goes through to accomplish a goal.

Journey mapping 52

Journey mapping Enterprise Multichannel Personalization 52

ClientSuccess

NOVEMBER 15, 2017

But while it may take on a different look than customer lifecycles at different size companies, it’s still vitally important to map out the customer experience and plan for various stages. 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. Sometimes there are several contacts associated with an account.

Journey mapping 110

Journey mapping Accountability Marketing Metrics 110

Quadient

JULY 25, 2022

One of the ways we understand the customer’s experience is through mapping and analyzing the journey through all customer touchpoints. What is Customer Journey Analysis? An alphabet soup of terms has emerged in the customer journey mapping arena. What are the benefits of Customer Journey Analysis?

Journey mapping 52

Journey mapping Transportation Analytics Customer Experience 52

Beyond Philosophy

FEBRUARY 28, 2016

In this post, we’ll address what this, prospectively, means to service groups in better understanding how to optimize this component of the customer journey. Not too long ago, a major high-tech company asked Beyond Philosophy to provide insight into our methods for journey-mapping their multi-channel customer service experience.

Journey mapping 150

Journey mapping Customer centricity Consulting Consulting 150

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. Sometimes there are several contacts associated with an account.

Journey mapping 84

Journey mapping Accountability Marketing Metrics 84

Totango

OCTOBER 20, 2021

A customer journey map systematically outlines what should happen at each stage in order for customers to enjoy a satisfying experience. How to Optimize Your Customer Journeys. There are many methods you can use to optimize customer journeys. Focus on intervening with renewals of accounts which are at risk of churn.

Journey mapping 91

Journey mapping Benchmark Best practices Accountability 91

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance. It’s indisputable, enduring value. It makes your CX team indispensable.

Customer Experience 71

Customer Experience Journey mapping Entertainment Enterprise 71

Totango

AUGUST 23, 2022

Then, we’ll consider why B2B touchpoints are useful for customer success teams and why mapping them out is such a powerful strategy. Finally, we’ll offer some guidelines on how to structure your B2B customer journey map around key touchpoints and how to use technology to automate an effective touchpoint management strategy.

B2B 115

B2B Journey mapping SaaS Engineering 115

Totango

AUGUST 18, 2022

Assigning account managers. Activating accounts. 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. Ensure that your platform of choice is scalable to grow and evolve alongside your enterprise.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

ClearAction

OCTOBER 25, 2022

Account: how managers are accountable for application of CX insights reveals your CXM ROI. 5 CXM competencies are Metrics & Analytics, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Operationalized CX Strategy. These 4 A’s are what’s missing in typical journey mapping.

Journey mapping 71

Journey mapping Customer centricity Accountability Metrics 71

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. For example, you might segregate all customers who have five or more users on their account.

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84

Totango

DECEMBER 16, 2020

One of the most exciting new trends in customer success is the emergence of out-of-the-box solutions that allow you to automate the implementation of optimized customer journey maps. This technology provides you with pre-designed templates for each stage of your customer journey, from lead acquisition to retention.

Journey mapping 71

Journey mapping Best practices Accountability Big data 71

Totango

OCTOBER 20, 2021

A customer journey map systematically outlines what should happen at each stage in order for customers to enjoy a satisfying experience. How to Optimize Your Customer Journeys. There are many methods you can use to optimize customer journeys. Focus on intervening with renewals of accounts which are at risk of churn.

Journey mapping 72

Journey mapping Benchmark Best practices Accountability 72

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. Sometimes there are several contacts associated with an account.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

Totango

MARCH 27, 2020

However, choosing the best solution for your enterprise is critical to optimizing lifecycle management and maximizing success. Choosing the Best B2B Customer Lifecycle Management Solution for Your Enterprise. Good B2B Customer Lifecycle Management (CLM) solutions set both you and your customers up for long-term success.

B2B 83

B2B Management Journey mapping Enterprise 83

Totango

AUGUST 9, 2022

Differentiating customer journeys : Customer journey maps outline the steps in your clients’ interactions with your brand and the actions you should take at each stage to promote a satisfying experience. Segmentation lets you customize journey maps for different customer segments for more personalized and enjoyable experiences.

Best practices 99

Best practices B2B Journey mapping Upselling 99

Totango

SEPTEMBER 1, 2022

QBRs in SaaS usually involve business clients, particularly clients with larger accounts, requiring more attention. Totango’s platform has out-of-the-box modules with built-in KPIs and automatically triggered workflows to optimize each stage of your customer’s journey. Updating goals, strategies, and KPIs to pursue future objectives.

SaaS 97

SaaS Journey mapping Upselling Best practices 97

Totango

OCTOBER 20, 2021

A customer journey map systematically outlines what should happen at each stage in order for customers to enjoy a satisfying experience. How to Optimize Your Customer Journeys. There are many methods you can use to optimize customer journeys. Focus on intervening with renewals of accounts which are at risk of churn.

Journey mapping 62

Journey mapping Benchmark Best practices Accountability 62

Totango

DECEMBER 1, 2021

This provides transparency and accountability and empowers a data-driven approach to customer success. You can define KPIs for any stage of the customer journey , including onboarding, adoption, and expansion. As with KPIs, tasks can be keyed to a customer journey map template for organizational structure and clarity.

Government 96

Government Journey mapping Accountability Benchmark 96

Nicereply

FEBRUARY 2, 2024

Customer Experience vs. Customer Service vs. Account Management While there are similarities with other customer-facing initiatives, you shouldn’t confuse customer success with other similar terms. To help you make the distinction, here are brief explanations of customer success, customer experience, customer service, and account management.

Education 59

Education Accountability Customer retention Journey mapping 59

Totango

MARCH 4, 2022

When delivered manually, it may be handled by dedicated customer service agents or by other company representatives, such as account managers and customer success managers. In many cases, a dedicated customer success manager is assigned to an individual customer account. B2B customer service may be manual or automated.

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

Totango

MAY 11, 2021

The first step is to identify the key stakeholders for a given account and their roles. Determine who the stakeholders are for specific accounts. Once you have a list of the stakeholders for a given account, you can categorize them in order to develop communication strategies that match their roles. Legal advisors.

Management 84

Management Best practices Journey mapping Metrics 84

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. What is Customer Journey Orchestration? Journey orchestration goes beyond traditional personalization techniques.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Totango

DECEMBER 6, 2021

Older approaches viewed the customer journey from the perspective of the seller, visualizing the customer experience as a linear progression toward sales conversion using the image of a funnel channeling prospects toward sales.

SaaS 92

SaaS Best practices Journey mapping Customer advocacy 92

Totango

JUNE 17, 2021

This criteria segments customers based on how many licenses an account is utilizing out of the total number available, an important engagement metric. This can help indicate whether an account is tending toward churn or renewal and what corresponding action should be taken. Account Status. Active Users. Customer Health Score.

B2B 71

B2B Accountability Journey mapping Sales 71

Noble Systems

FEBRUARY 20, 2019

In order to respond efficiently and effectively to customer requests, all necessary customer data, relevant account information and knowledge base articles must be accessible through the agent’s unified desktop. Incorporate Journey Mapping and Orchestration. This will decrease handle time and minimize customer frustration.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

ChurnZero

FEBRUARY 28, 2020

Q: What journey mapping resources and tools do you recommend? A: There are a ton of journey mapping tools out there and a lot of them do similar things. Otherwise, there are a lot of great journey map tools that are pretty inexpensive. A: Segmentation is a critical step before customer journeys.

Journey mapping 64

Journey mapping Customer centricity Accountability Metrics 64

Education Services Group

JULY 20, 2021

Scheduling/automating QBRs and touchpoint tasks can be simple ways to help time manage accounts so the CSM doesn’t have to comb through their full account list each day or week. How do you recommend approaching managing the health of an account when CSMs have 200+ accounts? It’s worth it.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

SmartKarrot

MARCH 3, 2023

Role: Director of Enterprise Customer Success Location: San Diego, CA, United States (Remote) Organization: Drata As a Director of Enterprise Customer Success you’ll focus on creating, implementing, building, and leading the enterprise customer success strategy with our VP of Customer Success and senior team.

Enterprise 19

Enterprise Journey mapping Finance Accountability 19

ClientSuccess

DECEMBER 20, 2018

The base + variable option is typically more beneficial to growth-based customer teams because it embraces accountability and rewards hitting clear targets such as growth, renewals, and account expansion. Customer Lifecycle/Journey Mapping. Article: 5 Best Practices to Build a Customer Success Journey Map.

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

Quadient

JULY 25, 2022

What is Customer Journey Mapping? It has become increasingly important for companies to invest time, money, and resources in properly developing journey maps. What is a Customer Journey Map? Customer journey mapping provides a window into the overall CX. Why is journey mapping important?

Journey mapping 52

Journey mapping Customer centricity Best practices Customer Experience 52

Noble Systems

FEBRUARY 20, 2019

In order to respond efficiently and effectively to customer requests, all necessary customer data, relevant account information and knowledge base articles must be accessible through the agent’s unified desktop. Incorporate Journey Mapping and Orchestration. This will decrease handle time and minimize customer frustration.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

Avaya

JANUARY 16, 2018

The rise (and simplification) of customer journey mapping. Our data shows that 70% of companies believe improving customer experience requires mapping out ‘desired state’ customer journeys. Security, Privacy and Accountability Pressures Spike. The question we have is: how can this be made simpler?

Journey mapping 72

Journey mapping Contact Center Enterprise Personalization 72

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. Renewal rate. On-time renewal rate.

Journey mapping 65

Journey mapping Upselling Metrics Customer retention 65