Totango

FEBRUARY 10, 2021

In this guide, we’ll lay out a seven-step customer success strategy you can use to promote winning outcomes for your clients: Prioritize a culture of customer success. Set success goals for each stage of your customer journey map. Segment your customer database for personalized communications.

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

Totango

MARCH 4, 2022

Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. What is B2B Customer Service? Lost passwords.

B2B 92

B2B Customer Service Interactive Voice Response B2C 92

Totango

JUNE 4, 2021

We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs. By combining technology with best practices, you can maximize interaction with your clients and build brand loyalty. Rewards will differ from B2B to B2C customers.

B2C 62

B2C Upselling Journey mapping B2B 62

CSM Practice

MARCH 8, 2021

They often relied on last-minute “heroics” measures to salvage customers that were at high churn risk. No unified voice and view of customers at the executive table. While Delphix had a World Class Customer Support organization, other functions at the time were reporting into various business units and not clearly defined.

Journey mapping 52

Journey mapping Best practices Enterprise Customer retention 52

ChurnZero

APRIL 3, 2020

Then, how do I take customer groups that fit that profile, but are smaller and not high touch, and provide that same information? Maybe it’s best practices or pieces of the product that they’re not using—all coming out in an automated way, such as providing customer health checks on a quarterly basis with a link to a webinar.

Journey mapping 52

Journey mapping SaaS Sales Consulting 52

JustCall

MARCH 8, 2023

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. She has built three CS organizations and has experience leading customer success, support, and professional services teams.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Liveops

JANUARY 25, 2019

Replicate the one-on-one, in-store customer experience with best-in-class live chat software. Improve efficiency and satisfaction by giving your customer support team the ability to connect with customers across channels. Customer Engagement and Retention. Learn more: userlike.com. Learn more: zendesk.com.

Technology 82

Technology Customer Experience Journey mapping Enterprise 82

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. Flavio is the VP of Operations and Customer Support at DigiCert, Inc., Flavio Martins. Jake Perez.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ProProfs Blog

OCTOBER 30, 2021

It equips the team with the data on whether the customers have liked or disliked the products and services – making room for further improvements. . Let’s illustrate with an example of a SaaS organization. Helps to Identify Unhappy Customers (Reducing Customer Churn). Best Practices of Collecting Customer Feedback.

Feedback 143

Feedback Surveys Customer centricity Metrics 143

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. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Annette Franz is the Founder and CEO of CX Journey Inc. Anika Zubair. Annette Franz. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Online brand advocacy.

SaaS 106

SaaS Journey mapping B2B Feedback 106

SmartKarrot

AUGUST 2, 2023

These tools are helpful for CS teams to anticipate customer needs and personalize their interactions. 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.

Benchmark 10

Benchmark Customer retention SaaS Customer centricity 10

CustomerSuccessBox

JULY 22, 2022

In addition to highlighting the critical touch points from the CX, SaaS, and customer success perspectives, this blog will concentrate on best practices to assist you in optimizing them so you can quickly realize all the benefits. What are Customer Touchpoints? Customer Touchpoint Mapping.

SaaS 52

SaaS Journey mapping Self service Upselling 52

ChurnZero

NOVEMBER 2, 2018

You will also learn how to administer and calculate NPS, recommended follow-up actions for each segment, and other best practices. From Zero to 100: How to Scale Customer Support and Customer Success at Your Startup. Customer Success Around the Web. Upcoming Webinar.

Journey mapping 95

Journey mapping Metrics Surveys Feedback 95

ClientSuccess

OCTOBER 16, 2017

When an entire organization is committed to customer success, it can help foster new ideas and move the company forward. There is a lot an organization can accomplish when it’s fully customer-focused, but it needs executive buy in to get there. Customer Success Must Always Be The Top Initiative. It Helps Facilitate New Ideas.

Customer centricity 41

Customer centricity B2B Journey mapping SaaS 41

SmartKarrot

DECEMBER 3, 2020

Having a team whose core mentality is being customer-centric will help improve the customer success process. Every department should be involved in making sure customers achieve their goals with great support and information. Focus on Customer Journey. Mapping your customer’s journey is not easy.

Management 10

Management Customer centricity Journey mapping SaaS 10