Education Services Group

JUNE 20, 2023

Continuing our series investigating all the stages of a customer journey map, I’m diving into everything that makes (or breaks) this chapter of the CX story. When SaaS (and, by extension, XaaS) came along, businesses had to start thinking differently about how they were acquiring and serving their customer bases.

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Journey mapping Government SaaS Self service 52

ShepHyken

AUGUST 27, 2021

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. He writes about how customer experience can determine the lifeline of a business. It is the volume of customers that makes the difference to a considerable extent.

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Customer Experience Technical Support Finance Customer advocacy 385

Education Services Group

AUGUST 25, 2023

So, to close this most languid of months, a month during which we vacation to become reacquainted with and to reintroduce ourselves to our families, I thought I’d focus my monthly article on a very serious meme that’s captured the flighty attention of TikTokers everywhere. The post Is the SaaS business equivalent to “girl math”?

SaaS 52

SaaS Sales Journey mapping Feedback 52

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

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SaaS Best practices Journey mapping Customer advocacy 92

ChurnZero

MAY 20, 2021

To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model. 6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs). Don’t lose the customer along the way. Transform Phase.

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

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. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Annette Franz is the Founder and CEO of CX Journey Inc. Anika Zubair. Annette Franz. Annette Franz.

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Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

OCTOBER 12, 2022

Also, in an enterprise with multiple stakeholders, the post-sales B2B customer journey commences with the onboarding stage. This means you must perform customer advocacy to ensure that the existing customers become your brand ambassador and promote your brand. After excellent CX comes customer advocacy.

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B2B Accountability Brand ambassadors Customer advocacy 10