Best practices Customer retention Journey mapping White Paper 
Education Services Group
JUNE 21, 2018
In fact, it’s also a solid place to start answering the question of what is customer journey mapping. If only we encountered more companies who embrace a similar mindset when it comes to knowing how customers experience their products and services. The path to developing a customer journey map is littered with obstacles.
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.
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Education Services Group
MAY 11, 2018
That’s where the cavalry, more commonly known as virtual Customer Success Managers (vCSM), comes in. vCSMs provide the critical human touch that augments tech touch and bottom-tier neglect described in our blog post, 3 Customer Success Best Practices to Scale People & Automation. A more agile business model.
Education Services Group
MAY 25, 2018
5 PITFALLS TO AVOID WHEN INTEGRATING EDUCATION SERVICES INTO CUSTOMER SUCCESS STRATEGIES. Skipping the development of a customer journey map. Not introducing ES into every stage of the customer journey. Limiting ongoing conversation or not fully engaging with customers.
Education Services Group
APRIL 25, 2021
In the early stages of Customer Success, CSMs have a tendency to fall into supportive, reactive roles as the organization finds its footing. But once you’ve leveled up, it’s critical to ensure your CSMs have a plan of action to follow based on advanced analytical insights, customer segmentation, and customer journey maps.
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