Genroe

JANUARY 21, 2015

So you don’t have to re-learn those lessons the hard way I’ve pulled together this massive list of Net Promoter best practice tips. NPS is Not Just a Metric. I can’t express enough that it’s not about the metric. It’s best practice. With so much time invested, lots of lessons have been learned.

Best practices 110

Best practices Surveys Benchmark Feedback 110

Totango

JUNE 17, 2021

In a B2B context, here are some of the most useful ways to segment customers and when you might want to use each: License Utilization. This criteria segments customers based on how many licenses an account is utilizing out of the total number available, an important engagement metric. Customer Health Score.

B2B 71

B2B Accountability Journey mapping Sales 71

Totango

JUNE 24, 2022

Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B. For example, a B2C customer might prioritize user experience, while a B2B client might emphasize return on investment. A customer journey map lays the foundation for the effective deployment of technology for CS.

Best practices 103

Best practices SaaS Journey mapping B2C 103

PeopleMetrics

FEBRUARY 25, 2022

Here are a few of the most important concepts to keep in mind: Customer journey mapping. Mapping out the journeys that your own customers take with your business is an essential part of CX strategy. Moments of truth, also called pain points, are crucial touchpoints in your customer journey. CX metrics and KPIs.

Customer Experience 71

Customer Experience Journey mapping Feedback Metrics 71

JustCall

MARCH 8, 2023

Sue Duris is a customer experience and marketing leader with over 20 years of experience in the B2B sector. With specialties in customer journey mapping, the voice of the customer, and product marketing, Sue is a sought-after guest expert for publications, podcasts, webinars, and live events. Follow Sue on LinkedIn 7.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Callminer

FEBRUARY 27, 2019

We gathered best practices from 25 industry experts on voice of the customer programs and here is their advice: 1. B2B organizations will want to segment customers by objectives and personas using both explicit (i.e. Also, a customer segmentation best practice is to create a category for lapsed customers.

Best practices 174

Best practices Journey mapping Surveys Feedback 174

Education Services Group

FEBRUARY 26, 2020

This can work if your product is super simple (think Spotify or Netflix), but in our experience, most products are just not that easy to navigate (especially in the B2B SaaS world). Keep up-to-date journey maps and workflows on hand. Metrics, You Say? Keep in mind that all of these metrics are expressed as percentages.

Journey mapping 75

Journey mapping Metrics Marketing B2B 75

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . What appears to matter more is consistency across the journey stages and thoroughness of implementing journey mapping practices. Not so fast. .

Journey mapping 78

Journey mapping B2C B2B Surveys 78

ClearAction

DECEMBER 27, 2017

Everybody owns our guiding principle of Client First, and everybody in the company owns the metrics associated with Client First.” The bank’s CEO runs an Enterprise Client First Forum once every other month to discuss best practices across all the lines of business. B2B Customer Experience: Do This, Not That.

Customer Experience 54

Customer Experience B2B Banking Journey mapping 54

ClearAction

DECEMBER 31, 2015

” Metrics for Customer Experience Management. “The gravity of upside and downside to customer experience metrics selection cannot be overstated. There are two paths of metrics you should be monitoring in order to see clearly what’s predictive of the beloved end-results: (1) action plan metrics and (2) program metrics.”

Customer Experience 63

Customer Experience Government Journey mapping Metrics 63

Horizon CX

DECEMBER 31, 2018

For example, viable and extremely capable Journey mapping software that previously required serious investment can now be obtained for a fraction of the cost. Customer Journey Mapping is another case in point. Case in point—How many more articles are necessary to explain NPS? We just need to become more reasonable.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. The wording also may vary depending on whether your market is a B2B or B2C niche. This dual insight helps make NPS one of the most popular customer satisfaction metrics, predicting customer retention as well as referrals.

Best practices 97

Best practices Surveys Upselling Journey mapping 97

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. The wording also may vary depending on whether your market is a B2B or B2C niche. This dual insight helps make NPS one of the most popular customer satisfaction metrics, predicting customer retention as well as referrals.

Best practices 96

Best practices Surveys Upselling Journey mapping 96

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. The wording also may vary depending on whether your market is a B2B or B2C niche. This dual insight helps make NPS one of the most popular customer satisfaction metrics, predicting customer retention as well as referrals.

Best practices 94

Best practices Surveys Upselling Journey mapping 94

GetFeedback

JANUARY 19, 2020

Let’s step through a fictional customer journey and discuss how best to ask for feedback at each touchpoint, using this journey map developed by Jim Tincher of Heart of the Customer , a specialist in journey map consulting. . Click here to enlarge map) . Touchpoint survey best practices.

Surveys 146

Surveys Journey mapping Feedback B2B 146

SmartKarrot

OCTOBER 26, 2022

This write-up highlights six best practices for efficient account management strategy to reap these advantages. Any B2B business can use these account management best practices to improve the performance of its core accounts. 6 Account Management Best Practices for B2B Companies!

Best practices 11

Best practices B2B Accountability Management 11

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

SmartKarrot

AUGUST 2, 2023

FAQs and best practices are the best set of knowledge base resources, to begin with. Customer feedback is the best feedback showing your team’s performance and the areas where they can improve. You can utilize your customer mapping system to create a system for feedback for your CS team.

Benchmark 10

Benchmark Customer retention SaaS Customer centricity 10

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Is Customer Experience the Key to B2B Differentiation? Follow Augie on Social Media: Twitter: Augie Ray (@augieray). Bruce Temkin.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ProProfs Blog

DECEMBER 27, 2020

To make sure your efforts are reaping benefits, track metrics such as number of new visitors, percentage of new visitors vs. overall visitors, and number of new direct visitors. Remember: At this stage of the buyer journey there are two things your buyer is unaware of: the solution they’d need to solve their problem and your brand.

Journey mapping 148

Journey mapping Education B2B Sales 148

Liveops

JANUARY 25, 2019

Behavior Metrics, Insights, and Testing. Brainstorm and lay out customer journeys with this free, no-frills canvas-making tool. Go deeper into customer journey mapping with software that not only identifies touchpoints but assigns individuals to be accountable for managing and improving metrics associated with each touchpoint.

Technology 82

Technology Customer Experience Journey mapping Enterprise 82

ClientSuccess

OCTOBER 16, 2017

Ensuring customers see success and thrive with a B2B product takes the work and input of an entire organization, from the CEO down to the last intern. Having a portfolio of satisfied customers who are content with their service and are ready to engage and communicate with a brand is a literal dream of any B2B organization.

Customer centricity 41

Customer centricity B2B Journey mapping SaaS 41

SmartKarrot

AUGUST 4, 2020

Especially for the B2B organizations, customer experience is the new buzzword for the SaaS industries. The best way is to show enthusiasm towards your customers to create a feeling of excitement about your service or product. This helps to keep your customers motivated about your brand and improves customer success metrics.

Journey mapping 10

Journey mapping SaaS Customer advocacy B2B 10