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. Engaging decision-makers in discussions about performance goals and metrics provides a transparent, objective basis to demonstrate product value.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. 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. A Customer Onboarding Checklist for Successful CS Teams.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

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. What’s an auto QBR?

Journey mapping 110

Journey mapping Accountability Marketing Metrics 110

Totango

AUGUST 9, 2022

This article will give you six best practices for optimizing your B2B customer segmentation. 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.

Best practices 99

Best practices B2B Journey mapping Upselling 99

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. What’s an auto QBR?

Journey mapping 84

Journey mapping Accountability Marketing Metrics 84

ClientSuccess

DECEMBER 20, 2018

Article: 3 Customer Success Compensation Models. Performance Metrics. Just as every customer success team has different types of compensation guidelines, so too do these teams rely on different metrics to track and guide department, team, and individual success. Compiled from feedback of the top customer success leaders in SaaS.

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

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. What’s an auto QBR?

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

ChurnZero

FEBRUARY 14, 2020

If B2B SaaS were on a dating site, it’d be looking for a lifelong commitment; a scary thought for potential suitors when there are plenty more fish in the sea. that undotted “i”—is part of what makes a handwritten note so special,” explains GrooveHQ in their article on letter scripts that’ll wow your customers. This is important.”

Journey mapping 64

Journey mapping B2B SaaS Metrics 64

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

Totango

MAY 6, 2021

We’ll discuss what customer retention means as a concept, as a strategy and as a metric. As a concept, in a SaaS context, it represents how successful a company is at getting customers to renew subscriptions or licenses. Map Your Customer Journey. Why is it important? And how do you do it? What Is Customer Retention?

Customer retention 74

Customer retention Best practices Education Benchmark 74

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. Mapping the Modern Customer Journey.

Journey mapping 65

Journey mapping Upselling Metrics Customer retention 65

Education Services Group

JULY 20, 2021

When using a CS tool to manage the customer journey and lifecycle, you can keep track of each of the playbooks and journey maps a customer might go down with more or less automation accordingly, but as you scale or change those touch points, that just means there’s more to account for as you go. Submit the form below!

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

ClientSuccess

JANUARY 5, 2018

Yesterday, David Skok , General Partner of Matrix Partners , published a great customer success article called Top Two Reasons for Churn. In this article, Skok discusses how failure to onboard a customer successfully and how loss of the champion who drove the purchase are two of the major reasons for churn.

Journey mapping 40

Journey mapping SaaS Feedback Sales 40

Lumoa

FEBRUARY 9, 2023

If you want to know, how B2C CX is different from B2B CX, check: this insightful article, written by Lynn Hunsaker “ The big difference between B2B customer experience and B2C ” in MarketingMag Brand Experience Brand experience is how you design, see and want your customer experience to be. So why should you care?

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Totango

MARCH 23, 2021

A customer journey analysis helps you improve SaaS client experience and increase retention by optimizing the steps customers take in their relationship with your product and brand. A customer journey analysis identifies what needs to happen at each step in the process in order to deliver satisfaction and avoid dissatisfaction.

Journey mapping 86

Journey mapping SaaS Best practices Benchmark 86

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

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. Common Customer Health Metrics. How do you calculate client health scores?

Best practices 116

Best practices Metrics Upselling Journey mapping 116

Lumoa

MARCH 20, 2018

If you want to know, how B2C CX is different from B2B CX, check: this insightful article written by Lynn Hunsaker " The big difference between B2B customer experience and B2C " in MarketingMag Brand experience Brand experience is how you design, see and want your customer experience to be. Wondering which metric to choose?

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Lumoa

MARCH 20, 2018

If you want to know, how B2C CX is different from B2B CX, check: this insightful article written by Lynn Hunsaker " The big difference between B2B customer experience and B2C " in MarketingMag Brand experience Brand experience is how you design, see and want your customer experience to be. Wondering which metric to choose?

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

NOVEMBER 2, 2018

Since then it has been used heavily by companies, both large and small, to assess customer satisfaction and has become an important metric for growth-driven technology businesses. Psychology Today had written an article that compiled the results of a few different studies in regards to how humans receive bad information versus good.

Journey mapping 95

Journey mapping Metrics Surveys Feedback 95

SmartKarrot

JANUARY 18, 2022

SaaS (Software as a service) has become a buzzword in recent years. A SaaS company is a service provider that hosts applications and makes them available to customers over the internet. The SaaS company is responsible for maintaining databases and servers and making sure that users can access the applications from almost all devices.

SaaS 11

SaaS Finance CRM Analytics 11

ChurnZero

DECEMBER 16, 2022

AM” stands for activity metrics or adoption metrics. Then also looking at the performance metrics or the “PM” metrics. I wrote an article about this too that’s on our blog that I’m happy to share if you’re interested in equivalent metrics. Those are the lagging indicators.

Metrics 98

Metrics Journey mapping Sales Accountability 98

SmartKarrot

JULY 26, 2021

This article attempts to answer some of the most frequently asked questions on customer experience. CX is based on the different interactions that the customers have throughout their journey. Popular customer experience metrics/ KPIs?). CX Metrics are the KPIs used by a company to track customer feedback. Bottom Line.

Customer Experience 11

Customer Experience Journey mapping SaaS Metrics 11

SmartKarrot

JUNE 10, 2020

Create a Customer Success Journey Map . A journey-map navigates a customer success process while dictating when your CS team should get involved with your customers? Establish your Metrics . What their responsibilities will be? And how to get access to data that they need from sales?

Best practices 10

Best practices Journey mapping SaaS Metrics 10

SmartKarrot

OCTOBER 26, 2022

You can measure these segmentations in the SmartKarrot customer success platform based on the following: Utilization Product usage & adoption NPS/Sentiment Engagement metrics. Track customer touchpoints and streamline communications using relevant metrics. contact-form-7]. ABM must prioritize quality over quantity.

Best practices 11

Best practices B2B Accountability Management 11

SmartKarrot

SEPTEMBER 25, 2020

Can you track customer metrics with that tech? Development and Engagement of Customer Health Score Metrics. The elements involved and the metrics truly define what “customer health” actually means for your business. Substantial Investment in Customer Journey Mapping. Why is Customer Journey Mapping so important?

Journey mapping 8

Journey mapping SaaS Customer retention Metrics 8

SmartKarrot

SEPTEMBER 25, 2020

Can you track customer metrics with that tech? Development and Engagement of Customer Health Score Metrics. The elements involved and the metrics truly define what “customer health” actually means for your business. Substantial Investment in Customer Journey Mapping. Why is Customer Journey Mapping so important?

Journey mapping 8

Journey mapping SaaS Customer retention Metrics 8