Totango

AUGUST 23, 2022

Then, we’ll consider why B2B touchpoints are useful for customer success teams and why mapping them out is such a powerful strategy. Finally, we’ll offer some guidelines on how to structure your B2B customer journey map around key touchpoints and how to use technology to automate an effective touchpoint management strategy.

B2B 115

B2B Journey mapping SaaS Engineering 115

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. To put your goals of promoting customer success into action, you can define benchmarks that measure success in quantifiable terms. Proactively guide customer growth.

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84

Peter Lavers

FEBRUARY 20, 2019

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. As a recognised CX influencer they invited me to a Roundtable event to give me and others a sneak preview of the findings and the opportunity to meet and discuss the big issues with its researchers and authors.

Chief Customer Officer 100

Chief Customer Officer Benchmark B2B Analytics 100

CSM Magazine

JULY 29, 2015

MaritzCX has announced CXMasters™, an intensive career development event for customer experience (CX) professionals who want to expand and validate their skills, increase customer loyalty, and earn professional recognition. The CXMasters event offers three certification track opportunities or six individual course options.

Journey mapping 45

Journey mapping Best practices Benchmark Surveys 45

CX Accelerator

OCTOBER 25, 2018

Despite a general soreness from impromptu desert hiking in the picture above, as well as a beard full of whipped topping from the “Wild West Olympics”, it was a remarkable event. What a fantastic couple of days at the Arizona Biltmore. Naturally, Customer Experience and AI were on the tip of everyone’s tongue.

Journey mapping 140

Journey mapping Metrics Contact Center Benchmark 140

Nicereply

JANUARY 12, 2021

There are a few ways to go about learning this: Create a “getting to know you” event. Get the ball rolling by scheduling an event strictly for your team to get to know you. Learn about the customer journey map. Does your company already have a customer journey map ? What do they care about?

Customer Support 87

Customer Support Management Journey mapping Benchmark 87

Totango

AUGUST 25, 2022

A customer journey map helps you optimize these engagements by planning what customers ideally should experience to receive satisfaction at strategic points in their journey and which actions can help facilitate this. Most common engagement metrics focus on the adoption phase of the customer journey.

SaaS 96

SaaS Upselling Metrics Journey mapping 96

Totango

JUNE 4, 2021

Use your customer journey map to plan events that trigger customized offers. You can elicit feedback at strategic points in your customer journey from surveys such as NPS, CSAT, CES, or even a custom survey. You can also elicit feedback after customers achieve customized benchmarks.

B2C 62

B2C Upselling Journey mapping B2B 62

Totango

OCTOBER 1, 2019

Goals to Consider: Product usage compared to benchmarks. . Once that renewal campaign begins, it needs to be personalized to the customer and their unique journey. High license utilization. High product feature access. Renewal and churn are not tied to specific dates on a calendar.

Enterprise 81

Enterprise Metrics Benchmark Upselling 81

ChurnZero

NOVEMBER 22, 2021

In this article, we cover: Budgeting Benchmarks: Do They Cause More Harm than Good? Calculating Regular Journey Touchpoints. Budgeting Benchmarks: Do They Cause More Harm than Good? Benchmarks are helpful in that they show you what other people are doing. How to Perform a Top-Down Analysis for Customer-to-CSM Ratio.

Benchmark 98

Benchmark Finance Best practices Sales 98

Pointillist

JULY 25, 2018

‘Thinking in journeys’ is important when it comes to data integration for customer journey analytics, as explained in detail in step 4 below. Has a journey mapping exercise ever been conducted? If recent, these journey maps can provide starting points to start discovering important customer journeys.

Analytics 93

Analytics Government APIs Metrics 93

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

delighted

MAY 4, 2021

It’s important to note, you can use a mix of both relational and transactional surveys to capture feedback throughout the customer lifecycle in a customer journey map. What makes this a relationship survey is the fact that: The question isn’t specific to any particular event or transaction.

Metrics 77

Metrics Surveys Feedback Benchmark 77

ClearAction

OCTOBER 25, 2018

As such, customer experience tools are being embraced by marketers: journey mapping, personas, single view of the customer, story-telling, customer life cycle management, and customer lifetime value. 4 2017 CMO Digital Benchmarking Study , Leapfrog Marketing Institute. Why is it insufficient?

Customer centricity 59

Customer centricity Marketing Journey mapping Enterprise 59

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Pointillist

JULY 25, 2018

‘Thinking in journeys’ is important when it comes to data integration for customer journey analytics, as explained in detail in step 4 below. Has a journey mapping exercise ever been conducted? If recent, these journey maps can provide starting points to start discovering important customer journeys.

Analytics 43

Analytics Metrics Government Journey mapping 43

COPC

MAY 16, 2018

This information can be found in a variety of ways, including benchmarking competitors, consumer research, customer surveys and focus groups. This can be done by plotting customer satisfaction and dissatisfaction scores in a CX Matrix as well as by exploring the current customer experience through customer journey mapping.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42