Customer Journey Mapping for SaaS Companies
GetFeedback
AUGUST 26, 2020
An overview of the customer journey map for SaaS companies, why it's important, and how it's executed.
Defining the Stages of the Customer Journey Map: Service
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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Mapping Your SaaS Customer Journey in Seven Steps
Totango
FEBRUARY 23, 2022
Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important. What Is a SaaS Customer Journey?
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QBR in SaaS: Is the traditional QBR dead?
Totango
SEPTEMBER 1, 2022
Why Your QBR SaaS Model Needs an AI Makeover. Quarterly business reviews (QBRs)[LINK] have become a standard practice for software providers, but today’s QBR SaaS model is rapidly transforming. Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices.
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Top 6 Tips for a Successful SaaS Customer Engagement Strategy
Totango
AUGUST 25, 2022
Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. What Is SaaS Customer Engagement?
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Guest Post: 5 Reasons Why Customer Experience is the Pulse of Every Business
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. Jafar Sadhik is a passionate digital marketer possessing 6+ years of writing experience and sound knowledge in the fields like SaaS tools, data management, finance management, etc. .
How to Create a Customer Journey Map and Improve CX
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. Place personas on your map.
Is the SaaS business equivalent to “girl math”?
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”?
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Should You Use a Freemium SaaS Model to Sell Your App?
Totango
SEPTEMBER 17, 2021
The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are. What Is the Freemium SaaS Model?
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Customer Journey Mapping: A brand's GPS to loyalty and advocacy
Quadient
APRIL 24, 2016
Customer Journey Mapping: A brand's GPS to loyalty and advocacy. Don’t assume a customer journey is a linear path. Customers don’t see the journey: they just want to purchase a product or service from your company; get their product repaired as quickly as possible or get an answer to their question in a short amount of time.
Guest Post: How to Use the Customer Journey to Create an Engaging Affiliate Marketing Strategy
ShepHyken
FEBRUARY 26, 2021
This week we feature an article from Jyothi Tulasi, Outreach SEO Specialist at SmartKarrot Inc. They can be referred through an article, review, newsletter or on social media. Affiliates and Customer Journey. A deeper understanding of individual customer journey maps can help companies know what to promote or not.
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Complete guide about SaaS Content Marketing
JivoChat
NOVEMBER 22, 2021
Do you have a Software as Service (Saas) company and haven’t developed any marketing strategies yet? SaaS content marketing is an important part of conquering visibility and showing the importance of your service. . The importance of SaaS Content Marketing? 10 Saas Content Marketing strategies to implement.
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B2B Customer Journey Touchpoints CS Teams Need To Plan For
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.
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Top Customer Engagement Tips for Retaining Executive Stakeholders
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. Use a customer journey map to structure your client engagement plan and identify success outcomes and best practices for each stage of engagement.
Key Insights to Guide your CS Strategy in 2022
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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The Ultimate Client Onboarding Checklist for CS Teams
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.
How to Transform Customer Success Into a Profit Center with Metrics and Forecasting
ChurnZero
JANUARY 6, 2022
Customer Success represents a large source of revenue-generation for SaaS businesses. In this article, we cover how profit centers and cost centers differ, as well as how Customer Success teams can position themselves to be viewed as a profitable function by: Emphasizing their value with the right metrics. But Customer Success?
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7 Step Customer Success Strategy for Higher Lead Conversion and Customer Retention
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. Segment your customer database for personalized communications. Proactively guide customer growth.
Q&A with Aruba: How We Scaled Our Customer Engagement Strategy
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. What may work for SaaS, may not work for another industry.
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B2B Customer Segmentation: Six Best Practices
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.
Q&A with Aruba: How We Scaled Our Customer Engagement Strategy
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. What may work for SaaS, may not work for another industry.
50 Customer Service Experts You Should Be Following (even if you’re not on Twitter)
Nicereply
MARCH 23, 2021
John R Patterson – Speaker, Author, Customer Service and Leadership Consultant, John is generous with sharing great articles from a wide variety of writers on his Twitter feed. If you don’t want to miss the top articles, make sure to give him a follow. Find his Twitter chat recaps and recent articles on the HDI website.
How to Craft the Best Client Onboarding Questionnaire
Totango
AUGUST 5, 2022
In general, for B2B clients in the SaaS industry, a client onboarding questionnaire may probe into areas such as: Preferred contact personnel and information. Using a client onboarding questionnaire offers numerous advantages, particularly for companies in the B2B SaaS industry. Why Create a Client Onboarding Questionnaire?
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B2B Customer Service vs. Customer Success
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?
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Understanding Your Customer Lifecycle in 2021
Totango
MARCH 26, 2021
If you search Google, you’re likely to find every other article giving a slightly different opinion. In this article, we’ll paint a full picture that incorporates the latest technology and provides actionable advice for optimizing each stage of the customer lifecycle. Resources: The Customer Journey Map: An Ultimate Guide.
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Q&A with Aruba: How We Scaled Our Customer Engagement Strategy
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. What may work for SaaS, may not work for another industry.
5 Pillar Customer Success Strategy Stack
ClientSuccess
DECEMBER 20, 2018
Article: 3 Customer Success Compensation Models. For the average SaaS-focused customer success teams, there are four main buckets of metrics to consider: financial metrics, customer health metrics, usage metrics, and team performance metrics. The top five SaaS customer financial metrics are: Revenue Retention Rate (Gross and Net).
Customer Success in SaaS: A Complete Guide & Best Practices
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.
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6 Ways to Spread the Customer Love
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.”
What CCM solution reviews say about your potential for CX success
Quadient
OCTOBER 22, 2021
Not only a source of peer insight, but these are also powerful educational and training forums with deep resources from videos and test environments to example code and articles to short courses. Case in point, in developing the first version of customer journey mapping we learned a great deal about CX.
7 Great Customer Engagement Ideas
Totango
JUNE 4, 2021
Use your customer journey map to plan events that trigger customized offers. For example, a B2C hotel chain might offer points to book rooms whereas a B2B SaaS company may offer a free month of service for an early renewal. Rewards will differ from B2B to B2C customers. Ask for Customer Feedback.
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Your Customer Journey Map Template: 8 Steps to Successful Client Outcomes
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.
Top Customer Success Courses and Training that every CSM needs in 2022
CustomerSuccessBox
MARCH 14, 2022
Includes: 4 articles 3 downloadable resources Full lifetime access Access on mobile and TV Assignments Certificate of completion. hours on-demand video 2 articles Full lifetime access Access on mobile and TV Assignments Certificate of completion. Customer Success Courses to pursue in 2022. Creator : Gustavo Escobar Henríquez.
Moving from a Services-Based to a Core Customer Success Organization
ChurnZero
OCTOBER 20, 2020
This article will be helpful for you, if you find yourself in one of the following situations: If you are managing a Customer Success team and trying to transition your engagement model from al-a-carte per customer to a consistent and predictable engagement model. Make sure to include all stakeholders in the journey mapping process.
How to Retain More Clients: Benefits and Strategies
Totango
MAY 6, 2021
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. The foundation of an effective retention strategy is a customer journey map. What Is Customer Retention?
4 CX Actions for the Cash-strapped, Resource-limited Contact Center
Customer Service Life
NOVEMBER 13, 2018
This article was originally published on the ICMI Blog on August 28, 2018. Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career, I’d like to enlighten you on an important concept. Click here to read the original post. It’s called Minimum Viable Product (MVP).
Webinar Q&A: Why High Touch and Tech Touch Should Be Friends, Not Enemies
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!
3 Easy Steps For Building a Repeatable and Highly Beneficial Customer Onboarding Process
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.
Understanding the B2B Customer Journey and How It Differs from B2C
Totango
MARCH 16, 2021
In this article, we’ll look at the B2B vs. 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.
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Achieving Customer Success Maturity: Focus Areas, Pitfalls, and Warning Signs
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. Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success.
A to Z Guide to Customer Experience Definitions and Terms (Updated)
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.
How to Build Client Relationships Digitally: 14 Pro Tips
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.
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Follow Six Steps to a Successful Customer Journey Analysis
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.
Top 50 Women Leaders in Customer Success 2022
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.
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