ChurnZero

MAY 3, 2022

A consulting firm that specializes in helping tech and services organizations optimize their CS effectiveness, CSM Practice offers an encyclopedic CS YouTube channel covering everything from the basics of CS to deep dives into KPIs. Scaling Customer Success (playlist) : Working smarter to scale through automation and data.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

Totango

AUGUST 18, 2022

Completing these steps enables a new customer to start making practical use of your product and its features. Thus, in your customer journey map , onboarding fills in the gap between your customer’s conversion to a premium buyer and their adoption of your product into their daily workflow.

Journey mapping 95

Journey mapping SaaS Upselling Enterprise 95

Totango

JUNE 4, 2021

By combining technology with best practices, you can maximize interaction with your clients and build brand loyalty. However, today’s technology allows you to go much further with personalization by incorporating data about your customer’s profile and behavior. Incorporate Personalization into Automated Messaging.

B2C 62

B2C Upselling Journey mapping B2B 62

Totango

SEPTEMBER 17, 2021

It also gives you an opportunity to deliver them a data-driven, customized experience and demonstrate how your product meets their individual needs. Creates Upsell Opportunities. A free version of your product gives your sales team an opportunity to extend an upsell offer. This approach is also user-centric.

SaaS 76

SaaS Best practices Upselling Journey mapping 76

Totango

MARCH 4, 2022

Totango’s platform achieves this by combining KPI monitoring with automatically and manually triggered workflows called SuccessPlays , which reflect best practices for specific situations. On the other hand, customers with a high NPS score may receive an automated upsell invitation as part of their renewal offer.

B2B 94

B2B Customer Service Interactive Voice Response B2C 94

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. Configurable best practices, scorecards, and communication templates. Proactively guide customer growth.

Customer retention 87

Customer retention Journey mapping Benchmark SaaS 87

ChurnZero

MAY 3, 2022

2: CSM Practice A consulting firm that specializes in helping tech and services organizations optimize their CS effectiveness, CSM Practice offers an encyclopedic CS YouTube channel covering everything from the basics of CS to deep dives into KPIs. Customer Success Career (playlist) : Tips for getting hired, then hiring your own team.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

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. This makes success quantifiable for objective, data-driven CS management.

Best practices 105

Best practices SaaS Journey mapping B2C 105

CustomerSuccessBox

FEBRUARY 23, 2022

Everyone enjoys a “how-to” guidebook that outlines all of the best practices for implementing, optimizing, and expanding their customer success function. How do you know where your consumers are right now in their journey? You do if you have a client journey map.

Journey mapping 52

Journey mapping SaaS Upselling Accountability 52

Totango

DECEMBER 28, 2020

Leverage the latest customer success best practices. 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.

Best practices 81

Best practices Upselling Analytics Technology 81

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. Segmentation works best when paired with the right technology. Active Users.

B2B 71

B2B Accountability Journey mapping Sales 71

Totango

OCTOBER 22, 2019

Best practices: . Using health scores to determine which customers may need more attention and which ones benefit from upsells. . Best practices: Develop and follow a standardized customer adoption user manual. Best practices: Create a standard contract template. Currently onboarding customers .

Best practices 49

Best practices Customer advocacy Upselling Accountability 49

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty.

Best practices 99

Best practices Surveys Upselling Journey mapping 99

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty.

Best practices 98

Best practices Surveys Upselling Journey mapping 98

Totango

NOVEMBER 12, 2019

Make sure everyone in the organization has access to a customer’s history so that any member will be able to review all touchpoints and customer data with context. Best Practices for the Sales to Customer Success Handoff. The best way to do this is to create automatic triggers that fire when a specific behavior is exhibited.

Sales 60

Sales Enterprise Upselling Best practices 60

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty.

Best practices 96

Best practices Surveys Upselling Journey mapping 96

SmartKarrot

OCTOBER 5, 2023

Account mining, or the practice of deepening relationships with existing customers to upsell or cross-sell, is the gold standard for sustained business growth. A detailed client profile can help spot upsell or cross-sell opportunities. The buyers profile assessment and mapping is a must. What are their needs? Challenges?

Accountability 10

Accountability Upselling Journey mapping Feedback 10

Education Services Group

MAY 25, 2018

Simply put: CS helps customers have the very best product experience possible. Unlocking a proverbial holy grail of enhanced product adoption, increased renewals, thriving upsells and product advocacy requires collaboration with other business units, especially Education Services (ES). But CS organizations can’t do it alone.

Education 45

Education Journey mapping outsourcing Upselling 45

CustomerSuccessBox

JUNE 8, 2022

Irit has played a pivotal role in shaping Customer Success best practices and methodologies. Because this encapsulates not just logo churn, meaning the number of customers that have actually left, but also the actual impact on the business, including down sells, and then offset by some of the upsell work that your team might have led.

Management 52

Management Upselling Accountability Metrics 52

Amity

OCTOBER 12, 2017

I recommend that you should gather some baseline data as well as input from your team, the other company functions (Product, Marketing, and Sales especially) and customers and draft out a mission statement. A large component of the customer journey is clearly laying out the proactive measures that your organization is prepared to take.

Metrics 61

Metrics Upselling Journey mapping CRM 61

SmartKarrot

MARCH 26, 2021

Role: Senior Manager / Director, Customer Success Location: Remote, Boston, MA, US Organization: MackeyRMS As a Senior Manager/Director of Customer Success, you will manage a team of CSMs as well as own accounts, including renewals and upsells. Develop a Trusted Advisor relationship with the customer’s users, champions, and exec sponsors.

Journey mapping 10

Journey mapping Customer advocacy Best practices Upselling 10

SmartKarrot

NOVEMBER 11, 2020

Internet, Cable & Phone As a Vice President of Customer Success, you will define and optimize the customer lifecycle, applying customer journey mapping, and identifying standardized interventions for each point in the journey. Role: Vice President of Customer Success Location: Englewood, CO, US Organization: WOW!

Enterprise 10

Enterprise Journey mapping Best practices Government 10

Amity

OCTOBER 12, 2017

I recommend that you should gather some baseline data as well as input from your team, the other company functions (Product, Marketing, and Sales especially) and customers and draft out a mission statement. A large component of the customer journey is clearly laying out the proactive measures that your organization is prepared to take.

Metrics 49

Metrics Upselling Journey mapping CRM 49

Totango

MAY 6, 2022

” The customer health score simplifies data from multiple data points by combining them into a single metric represented by a numeric score. You should consider pursuing value-adding engagements, such as offering upsells or inviting referrals. What does a high or low customer health score indicate?

Best practices 120

Best practices Metrics Upselling Journey mapping 120

Totango

AUGUST 11, 2022

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. Examples include: Search engine queries and ads. Social media posts. Demonstration videos. FAQ searches.

SaaS 109

SaaS Journey mapping B2B Feedback 109

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

AUGUST 2, 2023

Customer Success Platform – A comprehensive Customer Success Platform helps your team to manage the customer data, track their interaction and identify the opportunities for engagement. Without a robust CS platform, your team will get tangled in the huge web of customer data and waste their time dealing with repetitive tasks.

Benchmark 10

Benchmark Customer retention SaaS Customer centricity 10

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. Ellie is passionate about developing exceptional customer experiences through Customer Success best practices.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Totango

FEBRUARY 24, 2021

They analyze and apply data provided by other apps you use when interacting with customers, such as customer relationship management software, marketing platforms, dropbox, aws3, and customer service software. Can you segment customer data to deliver customized service to customers at scale without scaling your team up?

Upselling 71

Upselling Journey mapping Analytics Accountability 71

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. Touch points are exchanges between companies and clients that take place during a client’s journey.

SaaS 52

SaaS Journey mapping Self service Upselling 52

Pointillist

JULY 25, 2018

Whether you’re just starting to evaluate an investment in a customer journey analytics platform or you’ve already made the decision and have chosen a vendor, it’s time to think about how to implement customer journey analytics in your organization. Do they track customer journeys? No background in data science is necessary.

Analytics 93

Analytics Government APIs Metrics 93

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. How to Create Content for Each Stage of the Buyer’s Journey.

Journey mapping 148

Journey mapping Education B2B Sales 148

SmartKarrot

JUNE 10, 2020

Then you’ll proceed to invest in customer research and gather important statistics and data on your customers’preferences. . Create a Customer Success Journey Map . A journey-map navigates a customer success process while dictating when your CS team should get involved with your customers? Establish your Metrics

Best practices 10

Best practices Journey mapping SaaS Metrics 10

REVE Chat Blog

NOVEMBER 21, 2019

Top expert marketers agree that lead generation ideas and best practices are the most important element in their marketing arsenal. Top lead generation ideas & best practices that work. The data can be used by the sales team to approach the visitors. . It will open the door for upselling.

Best practices 77

Best practices B2B Sales Chatbots 77

Pointillist

JULY 25, 2018

Whether you’re just starting to evaluate an investment in a customer journey analytics platform or you’ve already made the decision and have chosen a vendor, it’s time to think about how to implement customer journey analytics in your organization. Do they track customer journeys? No background in data science is necessary.

Analytics 43

Analytics Metrics Government Journey mapping 43

SmartKarrot

DECEMBER 3, 2020

Focus on Customer Journey. Mapping your customer’s journey is not easy. These unique customer journeys across different touchpoints will make it easier for customer success managers to track. Keep your data-centered. There are many new, innovative ways to get CS and CX data. Keep track of customer behavior.

Management 10

Management Customer centricity Journey mapping SaaS 10