aircall

MARCH 27, 2017

This article is part two of a series on customer journey mapping. The first article looked at the usefulness of the process for your business. This second one explains how to plot a successful customer journey map and how to use it to your business’ and your customers’ advantage.

Journey mapping 82

Journey mapping Accountability Customer retention Morale 82

Totango

FEBRUARY 10, 2021

When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers. Set success goals for each stage of your customer journey map. Segment your customer database for personalized communications.

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. Customer experience is how your customers perceive their interactions with your company.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Beyond Philosophy

OCTOBER 15, 2022

This week, we dive a little deeper on this concept, and explore how emotions affect the insights we get from Customer Science. If you’d like to read a bit more from Zhecho on emotional attachment being a key factor in customer-drive growth check out this article here. Key Ideas to Improve your Customer Experience.

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Journey mapping Customer emotions Consulting Consulting 195

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. But are you still sticking to the old-fashioned customer retention strategies?

Customer retention 52

Customer retention Journey mapping Education Feedback 52

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. But are you still sticking to the old-fashioned customer retention strategies?

Customer retention 52

Customer retention Journey mapping Education Feedback 52

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

SaaS 110

SaaS Journey mapping Upselling Best practices 110

ShepHyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This informative article is also entertaining, drawing an analogy between e-commerce and The Wizard of Oz.

Real estate 48

Real estate Customer Service Journey mapping Entertainment 48

NobelBiz

OCTOBER 24, 2023

Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. While they often are used interchangeably, these maps serve distinct purposes, have unique elements, and offer varying insights.

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Journey mapping Customer Experience Interactive Voice Response Contact Center 104

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

B2B 115

B2B Journey mapping SaaS Engineering 115

GetFeedback

NOVEMBER 19, 2018

How the customer loyalty loop and customer feedback via surveys will help you create a customer journey map that'll boost customer retention.

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Journey mapping Customer retention Surveys Feedback 78

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. We didn’t use any special tool. TC : Yes, definitely.

Journey mapping 110

Journey mapping Accountability Marketing Metrics 110

NobelBiz

MARCH 12, 2024

This table outlines the key differences between Unified and Traditional CXM in terms of their approach, integration, data usage, and impact on customer experience. When customers feel understood and valued at every interaction, they are more likely to develop a sense of loyalty towards the brand.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Totango

MAY 6, 2021

What is customer retention ? We’ll discuss what customer retention means as a concept, as a strategy and as a metric. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. What Is Customer Retention?

Customer retention 74

Customer retention Best practices Education Benchmark 74

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. We didn’t use any special tool. TC : Yes, definitely.

Journey mapping 84

Journey mapping Accountability Marketing Metrics 84

GetFeedback

NOVEMBER 19, 2018

How the customer loyalty loop and customer feedback via surveys will help you create a customer journey map that'll boost customer retention.

Journey mapping 60

Journey mapping Customer retention Surveys Feedback 60

Nicereply

FEBRUARY 2, 2024

Users now have more options than ever before and businesses have to work harder to retain them as customers. By implementing effective customer success initiatives, you can help customers gain maximum value from your product, thus increasing customer happiness. What is Customer Success?

Education 59

Education Accountability Customer retention Journey mapping 59

Totango

DECEMBER 16, 2020

Automate Customer Success with Out-of-the-box Templates. 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. Reduce Customer Churn by Detecting Risk.

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Journey mapping Best practices Accountability Big data 71

Totango

AUGUST 18, 2022

One way to tackle these challenges is to utilize a customer onboarding checklist for your CS team that delineates all of the targets that need to be hit during this stage of the customer journey. In this article, we’ll cover what you need to know to create an effective onboarding checklist.

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Journey mapping SaaS Upselling Enterprise 92

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

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. We didn’t use any special tool. TC : Yes, definitely.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

ClearAction

NOVEMBER 3, 2015

how the customer is doing. how to support customers’ goals. Journey maps focus on. customers’ consequences. all customers. Customer comments are. customer-facing staff. is grounded in customers’ realities. Customer retention. Skin-Deep Outside-In.

Customer Experience 101

Customer Experience Journey mapping Enterprise Customer retention 101

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. You can plan this in the context of a customer journey map , which lays out the steps in your customer’s lifecycle as they progress from acquisition and onboarding through adoption and renewal.

Management 84

Management Best practices Journey mapping Metrics 84

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. This will decrease handle time and minimize customer frustration.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

VocalCom

MAY 28, 2018

When it comes to customer retention, emotions play a decisive role. Companies that consider and act upon the feelings of customers at different points along the sales journey are more likely to win loyalty. Here are five tips for addressing customers’ emotions to ensure quality experiences at every step of their journey.

Customer Experience 48

Customer Experience Journey mapping Contact center software Customer emotions 48

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. Article: 3 Customer Success Compensation Models. Customer Retention Rate/Customer Churn Rate.

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

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. Referral rate.

Journey mapping 65

Journey mapping Upselling Metrics Customer retention 65

Totango

JUNE 4, 2021

By tying your cross-sell and upsell offers into your customers’ actual use of your product, you not only increase engagement, but you increase the attractiveness of your offers, helping boost your revenue. Use your customer journey map to plan events that trigger customized offers.

B2C 62

B2C Upselling Journey mapping B2B 62

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. This will decrease handle time and minimize customer frustration.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

JustCall

MARCH 14, 2023

In this blog, we’ll look at doable techniques and recommendations to improve customer experience in this article. Why Improving Customer Experience is Essential for Business Success Studies show that companies that prioritize customer experience are likely to outperform their competitors by a significant margin.

Customer Experience 52

Customer Experience Banking Chatbots Interactive Voice Response 52

Lumoa

FEBRUARY 2, 2023

This guide will dig into everything you need to know about customer experience. We’ll cover its importance, provide strategies for improving it, and look at what the future holds for customer experience in retail. In This Article: What is Customer Experience and Why Is it Important? Let’s get started.

Customer Experience 94

Customer Experience Chatbots Surveys Journey mapping 94

Education Services Group

FEBRUARY 16, 2022

That understanding offers companies the opportunity to expand the concept of customer-centricity and takes it into the realm of work, details, effort, emotion, and measurement. It’s not hard to find proof of the need.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Journey mapping Coaching 52

Totango

MARCH 26, 2021

As the concept of the customer lifecycle has developed, understandings have changed under the influence of technology. If you search Google, you’re likely to find every other article giving a slightly different opinion. Some information is out-of-date, while some presentations give a partial perspective on the customer lifecycle.

SaaS 66

SaaS Best practices Upselling Education 66

Global Response

MARCH 18, 2022

From setting helpful metrics and KPIs to track and improve on, to doing customer and market research to understand your audience’s pain points, there’s a lot of call center strategies that can take your customer experience from standard to superior. The customer journey map for each business will be unique.

Call Center 71

Call Center Customer Experience Abandon rate Average Handle Time 71

ShepHyken

JULY 13, 2018

This week we feature an article by Christa Heibel about how investing in a personalized customer experience can create life-long customers in the B2B space. – Shep Hyken. If you’ve been habituated to think that the customer experience (CX) is strictly for B2C (business serving customers) verticals, you’re not alone.

B2C 38

B2C Customer Experience B2B Journey mapping 38

ClearAction

NOVEMBER 14, 2017

One of the keys to success in doing this is to demonstrate humility and a desire for ongoing alignment with the customer. Everyone knows that customer retention is most valuable. Proactively managing potential obstacles of repurchase is the most cost-effective and sure way to retain customers and grow their business with you.

B2B 59

B2B Customer Experience Journey mapping Engineering 59

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. In This Article: Preliminary Steps 1. Map Your Current Customer Journey 3. A customer journey map provides a detailed visual representation of how your customer moves through each interaction with your brand and what experiences they have.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94