ChurnZero

JANUARY 6, 2022

Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. This article was adapted from a portion of ChurnZero’s BIG RYG session “ Customer Success as a Profit Center ” presented by Matthew Brown, Director Customer Enablement, Solink.

Metrics 98

Metrics Journey mapping SaaS Sales 98

Totango

AUGUST 25, 2022

In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Extend upsell offers or referral incentives to customers with high satisfaction ratings.

SaaS 96

SaaS Upselling Metrics Journey mapping 96

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.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

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.

SaaS 66

SaaS Best practices Upselling Education 66

Totango

SEPTEMBER 17, 2021

What these various forms of the freemium SaaS model all have in common is that they take product-led growth approach to marketing and sales. The freemium sales model has become widespread in the SaaS industry. Creates Upsell Opportunities. Why is it so common? Differentiating You from the Competition.

SaaS 74

SaaS Best practices Upselling Journey mapping 74

Nicereply

FEBRUARY 2, 2024

This article examines what customer success is and why it’s important, and shares valuable tips to build a customer success strategy. This will simplify your B2C or B2B sales lead generation efforts since prospective clients will come to you with pre-established trust courtesy of the positive reviews by your happy customers.

Education 59

Education Accountability Customer retention Journey mapping 59

Totango

JUNE 17, 2021

Sales funnel stages. However, audience segmentation is geared towards audiences segmented from a marketing and sales perspective. It can be used for marketing and sales interactions with your customers, in which case it is essentially similar to audience segmentation. Onboarding progress. Feature adoption. Renewal status.

B2B 71

B2B Accountability Journey mapping Sales 71

ChurnZero

OCTOBER 20, 2020

Customer Success on the other hand is focusing on the relationship and value post sale to help the customer uncover exponential value through adoption and outcomes in their investment with your product. . Make sure to include all stakeholders in the journey mapping process. Customer Success offerings. .

Journey mapping 52

Journey mapping Calibration Upselling Technical Support 52

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.

Journey mapping 65

Journey mapping Upselling Metrics Customer retention 65

JustCall

MAY 14, 2020

Keeping the COVID crunch in mind, dedicate articles to how your product or service can help remote customer service teams. For instance, the Sales team can share call related information and call recording with the Customer Success team. Map Out Your Customer’s Journey. You can also write about FAQs by users.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

JustCall

MAY 14, 2020

Keeping the COVID crunch in mind, dedicate articles to how your product or service can help remote customer service teams. For instance, the Sales team can share call related information and call recording with the Customer Success team. Map Out Your Customer’s Journey. You can also write about FAQs by users.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

CX Journey

DECEMBER 7, 2016

Sales wasn’t keen on our communication strategy. Product didn’t trust the current upsell/cross-sell machinations for the new stuff. Ultimately, we created what we called a “fishbowl” (which I’ll refer to as a “journey room” for the sake of this article) in the middle of our office. The pricing/packaging looked great.

Upselling 64

Upselling Customer centricity Feedback Customer Experience 64

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.

B2C 117

B2C B2B Journey mapping SaaS 117

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. If you’re hungry for knowledge, check also: This article by Blake Morgan on the difference between Brand and Customer Experience, “ Brand Or Customer Experience: Who Leads, Who Follows?

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Lumoa

MARCH 12, 2023

In This Article: What is a customer experience platform? The purpose of a CX platform is to create a big-picture, comprehensive view of the customer journey. Another customer reaches out to your sales team to get a demo. Increased sales and revenue. Better targeting and customer engagement results in more sales.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

Lumoa

SEPTEMBER 16, 2020

Example of a customer journey map (Image source) The customer journey is a map that shows how a customer goes from their initial awareness of your product to an eventual conversion. The need for a customer journey map is simple to understand. The need for a customer journey map is simple to understand.

Customer Service 83

Customer Service Journey mapping Upselling Customer Experience 83

Totango

MARCH 2, 2021

Mapping out your customer journey stages empowers you to optimize each step for a satisfying experience that promotes higher retention. In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

CustomerSuccessBox

DECEMBER 24, 2021

An article published in Harvard Business Review states that “the most important interactions [with a customer] are ‘moments of truth,’ those few points of contact that hold the greatest potential to delight — or alienate — an organization’s customers.”. Find out the moments of value in a customer journey. Let’s find out.

Journey mapping 52

Journey mapping Chief Customer Officer Upselling Customer retention 52

SmartKarrot

MARCH 8, 2022

Her diverse yet unique skills include customer life cycle optimization from pre-sales. 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. Anika Zubair. Annette Franz. Catherine Blackmore.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. If you're hungry for knowledge, check also: This article by Blake Morgan on the difference between Brand and Customer Experience, " Brand Or Customer Experience: Who Leads, Who Follows? " by David Cooperstein C.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

ProProfs Blog

DECEMBER 27, 2020

Honestly, it can get annoying when you come across pushy sales representatives during your buyer’s journey who treat you like a sales target that needs to be acquired at any cost. Understand that not all your buyers journey end up converting into customers. This is where the sales team needs to: Answer buyer’s questions.

Journey mapping 148

Journey mapping Education B2B Sales 148

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. If you're hungry for knowledge, check also: This article by Blake Morgan on the difference between Brand and Customer Experience, " Brand Or Customer Experience: Who Leads, Who Follows? " by David Cooperstein C.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

REVE Chat Blog

NOVEMBER 21, 2019

Lead generation is one of the most critical steps in sales and marketing for this is where businesses get their precious pool of prospects that can eventually become loyal customers. . Provide real time sales assistance with live chat. The data can be used by the sales team to approach the visitors. .

Best practices 77

Best practices B2B Sales Chatbots 77

ClearAction

NOVEMBER 16, 2023

VoC managers’ bandwidth gets further consumed when special interest VoC multiplies as various teams want customer insights for what they are developing or journey mapping. Natural byproducts of this diagram’s formula are churn reduction, upselling, cross-selling, referrals, and acquisition cost reduction.

B2B 62

B2B Feedback B2C Enterprise 62

SmartKarrot

OCTOBER 12, 2022

It may appear that this only applies to B2C companies that conduct direct sales to customers. Creating a customer account journey can tell the tale of your customer’s interactions with your brand across all touchpoints. This should be made clear in pre-sale conversations with customers. Then comes the adoption stage.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

SmartKarrot

OCTOBER 26, 2022

The classic business proverb, 80% of your sales originate from 20% of your clientele, holds true for most firms. When a sale is closed, the work is not finished. Here is an explanation of the six account management best practices for B2B companies: Create consistent customer segments for upselling and cross-selling.

Best practices 11

Best practices B2B Accountability Management 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? And how to get access to data that they need from sales? What their responsibilities will be? Get the Right Tool. Establish your Metrics .

Best practices 10

Best practices Journey mapping SaaS Metrics 10