Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. A customer engagement strategy is an action plan for promoting active client use of your SaaS product. Regular usage of accounts and product features. Hold periodic meetings with executives and stakeholders to review performance and adjust.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

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. Use customizable stages throughout onboarding to ensure that your customers are meeting their anticipated goals. .

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84

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. ” How will customer success teams evolve and adapt to meet those expectations, and what challenges will they encounter?

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Totango

AUGUST 9, 2022

Additionally, sales teams can match customer segmentation data with sales representative segmentation data to optimize the pairing of prospects with representatives and scheduling sales meetings. 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

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. A customer success plan is a road map that your customer success team will follow to meet specific objectives. How do you know where your consumers are right now in their journey? You do if you have a client journey map.

Journey mapping 52

Journey mapping SaaS Upselling Accountability 52

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. Finally, we’ll explore what B2B customer service and customer success have in common and why you need them to work together to achieve winning SaaS business results. What is B2B Customer Service?

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

ChurnZero

OCTOBER 11, 2019

If you work in a B2B SaaS company, you know that across the board, Q4 is always the biggest sales quarter of the year. Know Your Accounts’ Budgeting Timeline. For accounts that are up for renewal in Q4, you should have a good understanding of their budgeting process and timeline. Timing is everything.

Journey mapping 66

Journey mapping Upselling SaaS Accountability 66

ChurnZero

SEPTEMBER 1, 2020

Don’t let QBRs and Zoom meetings get in the way of your career development. The event will dive into ways to think out of the box and evolve your account-based approach to customer relationships. This virtual event seeks to bring together everyone from Customer Success practitioners and leaders to SaaS-savvy folks.

Journey mapping 98

Journey mapping SaaS Best practices Technology 98

Totango

MARCH 26, 2021

In today’s cloud-based environment, SaaS business models have increased awareness of how the pre-sales and post-sales phases form a unified experience from the customer’s perspective. Onboarding: your new customer takes their first steps towards becoming an active user deriving practical value from your SaaS product. Conversion.

SaaS 66

SaaS Best practices Upselling Education 66

ClientSuccess

APRIL 15, 2019

When one looks at the typical SaaS method of sales and customer success, there is a clear funnel in place. In the past few years as the traditional SaaS sales and marketing model has taken hold, customer churn has been the sole responsibility of customer success teams. Here are three ways SaaS companies can address customer churn: 1.

SaaS 50

SaaS Journey mapping Benchmark Sales 50

ClientSuccess

NOVEMBER 15, 2017

For this blog, we’re going to focus on the customer journey that begins the moment a sale is closed. As soon as an account transfers from ‘prospect’ to ‘customer’, the lifecycle begins and the customer success team is responsible for providing an exceptional experience. The customer lifecycle the moment that experience your brand.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

ChurnZero

MARCH 11, 2020

However, SaaS companies should also be taking advantage of the opportunity to learn from churned (and renewed) customers using similar techniques. Performance (didn’t meet product/service delivery expectations). Churn destroys SaaS business valuation. What doing your homework for the meeting looks like. Product fit.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. Read on to learn the keys to effective customer success for SaaS clients. Read on to learn the keys to effective customer success for SaaS clients. How Is Customer Success for SaaS Different from Other Businesses.

Best practices 102

Best practices SaaS Journey mapping B2C 102

Education Services Group

JUNE 4, 2020

What phase of your customer journey map are you focusing on? Who are your target customers, how many of them will be part of the incubation, and what parameters do they meet? What if you have a fledgling new CS organization, or are introducing CS into a non-SaaS business ?

Journey mapping 52

Journey mapping Construction Benchmark SaaS 52

ChurnZero

APRIL 3, 2020

So, for the next account that Sales hands off to you, do it right from the very beginning. Set the expectation that you’re going to have quarterly meetings, and these are the things that we’ll cover. You want to look knowledgeable about their company while also getting the account or stakeholder to answer new questions.

Journey mapping 52

Journey mapping SaaS Sales Consulting 52

ChurnZero

OCTOBER 20, 2020

One of the best ways to identify the areas that can be standardized vs. the areas that needs to be customized per customer is going through a customer journey mapping with your team. Organize a RACI (Responsible, Accountable, Consulted, Informed) conversation, and outline the overall customer experience.

Journey mapping 52

Journey mapping Calibration Upselling Technical Support 52

CustomerSuccessBox

APRIL 6, 2022

Plan the detailed Customer Journey. Create a map of your customer’s journey map from several angles – Now that you’ve spoken with your customers, it’s time to figure out how to help them succeed with your product. Suggested Read : 10 Customer Success KPIs every SaaS company should track.

Customer centricity 52

Customer centricity Journey mapping Feedback Government 52

Amity

MAY 22, 2016

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? This includes your vision, goals, customer data, metrics, timetable, journey map etc. Improve customer satisfaction – (33%). You don’t have a plan.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

ChurnZero

MAY 20, 2021

Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. A Customer Success platform allows CSMs to manage more accounts at a higher level. If a customer skips two meetings in a row, is that a trigger? Traits: Product-market fit. $6M

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

Education Services Group

MAY 11, 2018

meet their desired outcomes. The added bonus of vCSMs focusing on low- and middle-tier customers is that existing CSMs can stay focused on key accounts and initiatives. The five big ways vCSMs will supplement your CS team: Customer journey mapping and opportunity discovery. Renewal loss. vCSMs deliver more customers who….

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

Amity

JULY 28, 2014

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? This includes your vision, goals, customer data, metrics, timetable, journey map etc. — You don’t have a plan. and the involvement of key stakeholders. You don’t have a process.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS Metrics 48

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

ChurnZero

SEPTEMBER 20, 2019

The original C-level or VP level decision makers nearly always ignore or refuse to meet with CSMs during QBR or Customer Success Plan meetings. What I’ve done with teams is, give CSMs the ability to bring those issues into weekly meetings to say, I have a customer and I’m stuck at the low level.

Journey mapping 66

Journey mapping Marketing Customer retention Sales 66

Amity

JUNE 26, 2014

A quick recap on the panelists: Maheen Memon – Technical Account Manager at Nulogy, a cloud-based supply-chain solution for contract packaging. Technical account management in Nulogy is post-sales. They’ve just started customer journey mapping. Looking to be a CSM at BMC? Looking to be a TAM at Nulogy?

Journey mapping 48

Journey mapping SaaS Scripts Sales 48

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. In the revenue-centric SaaS world, Amarachi strives to provide customers with the highest value at every step of their customer journey. Annette Franz is the Founder and CEO of CX Journey Inc.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

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. Why Digital Client Relationships are Crucially Important for SaaS Businesses.

SaaS 105

SaaS Journey mapping B2B Feedback 105

CustomerSuccessBox

MARCH 14, 2022

Closing a SaaS sales deal could take a hefty time depending upon a lot of factors. Especially in the SaaS industry, where customer retention is the lifeblood of the SaaS business, you need to make sure that you provide an outstanding experience to your customers by planning a smoother post-sales process with a clear-cut checklist.

CRM 52

CRM SaaS Sales Journey mapping 52

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

SmartKarrot

JULY 30, 2020

Customer Success is the buzzword in the modern SaaS companies. Chief Customer Officer (CCO) is one of the emerging customer success titles in modern SaaS companies. They need to take into account both positive and negative feedback. Your subordinates are the ones who would be directly handling the customer accounts.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling Journey mapping 10

Totango

MAY 6, 2022

Customer health score is one of the fastest and easiest ways to assess whether your SaaS customers are satisfied with your product and brand. We’ll define customer health score, what metrics go into it, and what it tells you about customer accounts. Adoption : How many licensed accounts sold are actually being used?

Best practices 116

Best practices Metrics Upselling Journey mapping 116

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. Its features include survey creation, data analysis and reporting, customer journey mapping, and online reputation management.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

CustomerSuccessBox

JULY 22, 2022

In addition to highlighting the critical touch points from the CX, SaaS, and customer success perspectives, this blog will concentrate on best practices to assist you in optimizing them so you can quickly realize all the benefits. Additional Resource: 7 ways to optimize customer journey map. Customer Touchpoint Mapping.

SaaS 52

SaaS Journey mapping Self service Upselling 52

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Education Services Group

DECEMBER 21, 2021

Typically represented as red, yellow, green, this score helps to identify which accounts are at risk and require urgent attention and which are doing well and can continue to be nurtured and primed for growth. CS Term: Journey Map. Teacher Term: Lexile, Quantile, F&P. CS Term: Executive Business Review (EBR).

Journey mapping 52

Journey mapping Education Metrics SaaS 52

SmartKarrot

OCTOBER 26, 2022

Implementing a comprehensive account management program is the greatest approach to preventing an expensive breakup with your most valuable clients. Key account management is the tactical method businesses use to manage and expand their most crucial clients. 6 Account Management Best Practices for B2B Companies!

Best practices 11

Best practices B2B Accountability Management 11

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. They capitalize on this by improving customer experience to meet these needs thereby retaining and acquiring new customers across the market.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98