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

Totango

MAY 10, 2022

Trials of upsell products. Promoting product usage increases the value clients derive from your product, increasing the likelihood of renewals, upsells, and referrals. Use a customer journey map to structure your client engagement plan and identify success outcomes and best practices for each stage of engagement.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

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

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

ChurnZero

JANUARY 6, 2022

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. Revenue Forecasting (Renewals, Expansion, Upsells, etc.). Increasing their predictability with leading indicators.

Metrics 98

Metrics Journey mapping SaaS Sales 98

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.

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84

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. Reward Customer Loyalty.

B2C 62

B2C Upselling Journey mapping B2B 62

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

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. Preferred content formats : How to present information in a manner that resonates with your audience, whether it’s through articles, videos, webinars, or other means. What is Customer Success?

Education 59

Education Accountability Customer retention Journey mapping 59

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. On the other hand, customers with a high NPS score may receive an automated upsell invitation as part of their renewal offer. B2B Customer Success vs. B2B Customer Service.

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

Totango

SEPTEMBER 17, 2021

Creates Upsell Opportunities. A free version of your product gives your sales team an opportunity to extend an upsell offer. This can help you refine your understanding of your customer journey map , helping you optimize your customer experience and sales process. What Are the Cons of a Freemium SaaS Model? Try it free.

SaaS 74

SaaS Best practices Upselling Journey mapping 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. Cross-sell and upsell purchases.

Journey mapping 65

Journey mapping Upselling Metrics Customer retention 65

ChurnZero

OCTOBER 20, 2020

I wanted to share some tips on successfully transitioning from a services-based organization to a core Customer Success offering, with services as an upsell opportunity. You are looking for additional opportunities to upsell products and services and create a consistent and measurable experience for customers.

Journey mapping 52

Journey mapping Calibration Upselling Technical Support 52

Totango

JUNE 17, 2021

This information can indicate how actively an account is being used, which can, in turn, suggest actions such as intervening to promote more active usage or offering an upsell to encourage greater usage. Definitions, Uses and Success Tips appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth.

B2B 71

B2B Accountability Journey mapping Sales 71

Totango

DECEMBER 28, 2020

It’s a head start that allows organizations to get right into the nitty gritty of real-time customer journey analytics and start building playbooks to tackle common customer scenarios. Identifies at-risk customers and upsell opportunities quickly. Presents detailed customer journey analytics and team impact.

Best practices 79

Best practices Upselling Analytics Technology 79

JustCall

MAY 14, 2020

Keeping the COVID crunch in mind, dedicate articles to how your product or service can help remote customer service teams. Thus tracing the journey map helps your agents to improve and provide a better experience. ’ 86% of senior-level marketers believe that a customer journey map is crucial, a study says.

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. Thus tracing the journey map helps your agents to improve and provide a better experience. ’ 86% of senior-level marketers believe that a customer journey map is crucial, a study says.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

Totango

AUGUST 14, 2020

Your customer is a long-term partner; the two of you are on a journey together. Ideally, this long-term partnership will see your customer reach milestones with your help, expand their use of your product, and upsell or cross-sell in other ways. In these challenging times, you can’t afford to buy before you try.

Enterprise 76

Enterprise Feedback Upselling Accountability 76

Totango

JUNE 24, 2022

While the challenges SaaS presents for customer success can be formidable, SaaS also offers some major advantages for software providers: The digital nature of SaaS means that providers can engage with clients digitally throughout their customer journey. Start with a SaaS Customer Journey Map. Onboarding of new customers.

Best practices 102

Best practices SaaS Journey mapping B2C 102

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

CX Journey

DECEMBER 7, 2016

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. Sales wasn’t keen on our communication strategy. Marketing needed to make website changes.

Upselling 64

Upselling Customer centricity Feedback Customer Experience 64

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

SEPTEMBER 16, 2020

When developing a marketing plan you’ll hear a lot of people talk about the customer journey, and with good reason. 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.

Customer Service 83

Customer Service Journey mapping Upselling Customer Experience 83

Totango

MAY 6, 2022

You should consider pursuing value-adding engagements, such as offering upsells or inviting referrals. Tracking customer health scores in this way yields several benefits: Highlighting opportunities to increase revenue by reaching out to satisfied customers with upselling and referral offers. Helping you predict expansion.

Best practices 116

Best practices Metrics Upselling Journey mapping 116

Totango

AUGUST 11, 2022

In this article, we’ll show you how to build client relationships digitally with your SaaS customers. Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Upsell purchases.

SaaS 105

SaaS Journey mapping B2B Feedback 105

Lumoa

MARCH 12, 2023

In This Article: What is a customer experience platform? Real-time insights into customer preferences and trends makes it easier to identify opportunities for cross-selling, upselling, and personalized promotions. Streamlined customer journey mapping. Listening to the voice of the customer sounds appealing in theory.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

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.”. However, you shouldn’t sit idle once the map is created. Let’s find out.

Journey mapping 52

Journey mapping Chief Customer Officer Upselling Customer retention 52

Totango

MARCH 2, 2021

How-to blogs, articles, and videos addressing your market’s pain points. In the expansion stage, customers increase the value they receive from your brand by adopting advanced product features and making cross-sell and upsell purchases. Make Each of Your Customer Journey Stages Count. Expansion and Growth. Loyalty and Advocacy.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

Totango

NOVEMBER 3, 2021

NPS surveys can also be scheduled to go out at certain time-based points in the customer’s journey. For example, you might schedule a survey to go out 30 days after a customer has completed onboarding to gauge their satisfaction or evaluate whether they’re ready for an upsell offer.

Best practices 96

Best practices Surveys Upselling Journey mapping 96

Totango

NOVEMBER 3, 2021

NPS surveys can also be scheduled to go out at certain time-based points in the customer’s journey. For example, you might schedule a survey to go out 30 days after a customer has completed onboarding to gauge their satisfaction or evaluate whether they’re ready for an upsell offer.

Best practices 95

Best practices Surveys Upselling Journey mapping 95

Totango

NOVEMBER 3, 2021

NPS surveys can also be scheduled to go out at certain time-based points in the customer’s journey. For example, you might schedule a survey to go out 30 days after a customer has completed onboarding to gauge their satisfaction or evaluate whether they’re ready for an upsell offer.

Best practices 93

Best practices Surveys Upselling Journey mapping 93

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

Totango

FEBRUARY 24, 2021

Data Availability from All Points on Your Customers’ Journey. Data relevant to customer success can come in from all points on your customer journey map , from onboarding and adoption to escalation and renewal. Look for a solution that supports the scale you’ll need to support your customers and grow your business.

Upselling 71

Upselling Journey mapping Analytics Accountability 71

SmartKarrot

MARCH 8, 2022

Annette Franz is the Founder and CEO of CX Journey Inc. With over 30 years in the industry, Annette is a professional coach, consultant, customer journey mapping facilitator, thought leader, and influencer. Ronni is a highly skilled leader who has reduced churn , increased customer retention and increased upsell opportunities.

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 64

Customer Experience Journey mapping B2C B2B 64

ProProfs Blog

DECEMBER 27, 2020

As one of the buyer’s journey map stages, consideration is where you also need to make sure that your goals align with that of your buyers. During this buyer journey mapping stage, they’ll think about product implementation and the start cost. So make sure you highlight them without sounding salesy. Decision Stage.

Journey mapping 148

Journey mapping Education B2B Sales 148

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