Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. Why Optimizing Your SaaS Onboarding Matters.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

SaaS 92

SaaS Best practices Journey mapping Customer advocacy 92

ClientSuccess

NOVEMBER 15, 2017

But while it may take on a different look than customer lifecycles at different size companies, it’s still vitally important to map out the customer experience and plan for various stages. Global organizations especially must pay attention to the Customer Journey Map and Customer Lifecycle Management. Blog Posts.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. Read on to learn the keys to effective customer success for SaaS clients. Read on to learn the keys to effective customer success for SaaS clients. How Is Customer Success for SaaS Different from Other Businesses.

Best practices 102

Best practices SaaS Journey mapping B2C 102

Totango

MARCH 4, 2022

In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. Finally, we’ll explore what B2B customer service and customer success have in common and why you need them to work together to achieve winning SaaS business results. What is B2B Customer Service?

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. It’s an exciting time to be in customer success.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

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 84

Customer retention Journey mapping Benchmark SaaS 84

Totango

NOVEMBER 5, 2021

Also, something that makes our team unique is that we have a team of about four or five people who focus on the journey map and the lifecycle management of the customer. So, that team is kind of like the architect who designs the journey for the customer. We didn’t use any special tool. TC : Yes, definitely. What’s an auto QBR?

Journey mapping 110

Journey mapping Accountability Marketing Metrics 110

Totango

MARCH 26, 2021

In today’s cloud-based environment, SaaS business models have increased awareness of how the pre-sales and post-sales phases form a unified experience from the customer’s perspective. Onboarding: your new customer takes their first steps towards becoming an active user deriving practical value from your SaaS product. Conversion.

SaaS 66

SaaS Best practices Upselling Education 66

Totango

AUGUST 5, 2022

In general, for B2B clients in the SaaS industry, a client onboarding questionnaire may probe into areas such as: Preferred contact personnel and information. Using a client onboarding questionnaire offers numerous advantages, particularly for companies in the B2B SaaS industry. Why Create a Client Onboarding Questionnaire?

B2B 83

B2B SaaS Journey mapping Sales 83

Totango

NOVEMBER 5, 2021

Also, something that makes our team unique is that we have a team of about four or five people who focus on the journey map and the lifecycle management of the customer. So, that team is kind of like the architect who designs the journey for the customer. We didn’t use any special tool. TC : Yes, definitely. What’s an auto QBR?

Journey mapping 84

Journey mapping Accountability Marketing Metrics 84

Quadient

OCTOBER 22, 2021

We also provide benchmark performances for a variety of scalable infrastructures for private cloud, on-prem and SaaS deployments to help clients accurately model multiple architectures before making a long-term commitment to CCM infrastructure. . How did we become the leading CCM vendor with the best customer success? .

Journey mapping 52

Journey mapping Enterprise Benchmark SaaS 52

Totango

MAY 6, 2021

And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. As a concept, in a SaaS context, it represents how successful a company is at getting customers to renew subscriptions or licenses. These include: Mapping your customer journey.

Customer retention 74

Customer retention Best practices Education Benchmark 74

CSM Practice

MARCH 8, 2021

A seasoned pro at optimizing customer success through digital systems and processes, Will shared their journey and experience in building out a mature customer success organization with the participants of this session. Enterprise-based products. Pull best practices up to the High touch team for “digital assist” add ons.

Journey mapping 52

Journey mapping Best practices Enterprise Customer retention 52

Education Services Group

JUNE 8, 2021

More and more, larger enterprises are taking a look at their successful CS efforts and wondering, “Can I apply this to my channel partner relationships?” But just how to go about applying Customer Success best practices to Partner Success has yet to be fully defined. The answer is yes! Let’s look at an example.

Journey mapping 52

Journey mapping Best practices Enterprise SaaS 52

Totango

NOVEMBER 5, 2021

Also, something that makes our team unique is that we have a team of about four or five people who focus on the journey map and the lifecycle management of the customer. So, that team is kind of like the architect who designs the journey for the customer. We didn’t use any special tool. TC : Yes, definitely. What’s an auto QBR?

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

Totango

JUNE 4, 2021

By combining technology with best practices, you can maximize interaction with your clients and build brand loyalty. Use your customer journey map to plan events that trigger customized offers. We’ll also show you how technology can help you automate your engagement strategy. Rewards will differ from B2B to B2C customers.

B2C 62

B2C Upselling Journey mapping B2B 62

ClientSuccess

DECEMBER 20, 2018

For the average SaaS-focused customer success teams, there are four main buckets of metrics to consider: financial metrics, customer health metrics, usage metrics, and team performance metrics. The top five SaaS customer financial metrics are: Revenue Retention Rate (Gross and Net). Customer Lifecycle/Journey Mapping.

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

Natalie Petouhof

OCTOBER 12, 2016

With SaaS solutions, the SI’s role is changing to focus on strategy, tactics and choosing technology. Customer experience SIs guide brands’ CX journeys on all channels (e.g., SIs use gaps to create a long- and short-term road map, emphasizing low-hanging fruit and large ROI. Best practices methodology .

Customer Experience 45

Customer Experience Journey mapping Consulting Consulting 45

Liveops

JANUARY 25, 2019

While a good number of the solutions we’ve included here are designed for enterprise organizations, we made sure to feature many resources companies of any size can use to nurture and grow their audiences. See “the big picture” of your brand’s customer experience with an enterprise-level CX and NPS optimization toolset. Canvanizer.

Technology 82

Technology Customer Experience Journey mapping Enterprise 82

ChurnZero

APRIL 3, 2020

A: EBRs are typically for enterprise because they’re a higher touch. 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

CSM Practice

NOVEMBER 4, 2019

As SaaS companies mature, they are presented with bigger challenges that are associated with scaling. Mature SaaS companies are generally more concerned with the elements of scaling customer success. Their inquiries include the best approaches to: Operationalizing the customer journey.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

Education Services Group

JULY 20, 2021

Sometimes small companies can get away without one, and just sort of “know” when others are sending customer-facing messaging, but there is no way that works in an Enterprise organization. MW: And once you have that foundation, I highly recommend creating a customer communication calendar. It’s worth it.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

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. a leading provider of enterprise SSL Certificate Management and PKI technology for security in the Internet of Things. Flavio Martins.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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

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. Why Digital Client Relationships are Crucially Important for SaaS Businesses.

SaaS 105

SaaS Journey mapping B2B Feedback 105

Totango

MARCH 23, 2021

A customer journey analysis helps you improve SaaS client experience and increase retention by optimizing the steps customers take in their relationship with your product and brand. You can approach doing a customer journey analysis as a six-step process: Gather customer journey data.

Journey mapping 86

Journey mapping SaaS Best practices Benchmark 86

Totango

MAY 6, 2022

Customer health score is one of the fastest and easiest ways to assess whether your SaaS customers are satisfied with your product and brand. These include: Creating a customer journey map as a framework for managing customer health. Planning best practices to promote health for customers at each stage of their customer journey.

Best practices 116

Best practices Metrics Upselling Journey mapping 116

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

Totango

MARCH 2, 2021

Then we’ll break down how you can deliver value at each of your customer journey stages to promote higher customer retention and brand advocacy at the end of the process. Mapping the Stages of Today’s Customer Journey. The SaaS business model has transformed contemporary understanding of customer journey stages.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63