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 92

B2B Customer Service Interactive Voice Response B2C 92

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 93

Journey mapping SaaS Upselling Enterprise 93

Totango

FEBRUARY 10, 2021

Set success goals for each stage of your customer journey map. Incorporate customer feedback. Set Success Goals for Each Stage of Your Customer Journey Map. A great way to do this is to create a customer journey map. Incorporate Customer Feedback. Proactively guide customer growth.

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

ChurnZero

MAY 3, 2022

Start with: CSM Mastermind: Sharing Customer Feedback Effectively CSM Mastermind: Handling High-Risk Customers and Preventing Churn Moments of Truth (playlist): Focused, impactful CS advice from leaders. Delivering success… starts with the ability and knowledge of the individuals responsible for delivering it.”

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

CustomerSuccessBox

FEBRUARY 23, 2022

Create a path map, set customer success KPIs, align your cross-functional teams, select the right tools, and establish a robust feedback loop. Everyone enjoys a “how-to” guidebook that outlines all of the best practices for implementing, optimizing, and expanding their customer success function.

Journey mapping 52

Journey mapping SaaS Upselling Accountability 52

Totango

JUNE 24, 2022

At the same time, the distinctive nature of SaaS offers unique advantages for customer success management, including the ability to engage customers digitally, the technological means to automate successful results, and opportunities to leverage customer feedback. Key performance indicators should be defined for each customer journey stage.

Best practices 103

Best practices SaaS Journey mapping B2C 103

Totango

OCTOBER 22, 2019

Best practices: . Paying close attention to any customer feedback. . 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. Gathering customer feedback.

Best practices 49

Best practices Customer advocacy Upselling Accountability 49

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

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. NPS surveys can also be scheduled to go out at certain time-based points in the customer’s journey. For example, since NPS Promoters are satisfied with your brand, offering them an upsell discount might be an appropriate follow-up action.

Best practices 97

Best practices Surveys Upselling Journey mapping 97

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. NPS surveys can also be scheduled to go out at certain time-based points in the customer’s journey. For example, since NPS Promoters are satisfied with your brand, offering them an upsell discount might be an appropriate follow-up action.

Best practices 96

Best practices Surveys Upselling Journey mapping 96

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. NPS surveys can also be scheduled to go out at certain time-based points in the customer’s journey. For example, since NPS Promoters are satisfied with your brand, offering them an upsell discount might be an appropriate follow-up action.

Best practices 94

Best practices Surveys Upselling Journey mapping 94

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

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

A large component of the customer journey is clearly laying out the proactive measures that your organization is prepared to take. The Customer Journey will help determine the people you need and the processes you will roll out so it’s critical to invest in the proper resources for this initiative. Renewals and upsells.

Metrics 61

Metrics Upselling Journey mapping CRM 61

Amity

OCTOBER 12, 2017

A large component of the customer journey is clearly laying out the proactive measures that your organization is prepared to take. The Customer Journey will help determine the people you need and the processes you will roll out so it’s critical to invest in the proper resources for this initiative. Renewals and upsells.

Metrics 49

Metrics Upselling Journey mapping CRM 49

Totango

MAY 6, 2022

Customer satisfaction : What kind of feedback are customers giving through metrics such as NPS and CSAT survey scores? You should consider pursuing value-adding engagements, such as offering upsells or inviting referrals. These include: Creating a customer journey map as a framework for managing customer health.

Best practices 117

Best practices Metrics Upselling Journey mapping 117

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. Customer satisfaction and feedback surveys. Upsell purchases. Elicit frequent feedback. Social media posts.

SaaS 106

SaaS Journey mapping B2B Feedback 106

SmartKarrot

AUGUST 2, 2023

FAQs and best practices are the best set of knowledge base resources, to begin with. Utilize Data for a Better Feedback System No business process can get better without a feedback system and Customer Success is no exception. Your CS team must get feedback about their performance to get better at their work.

Benchmark 10

Benchmark Customer retention SaaS Customer centricity 10

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

The Increase Customer Adoption SuccessBLOC provides you with insights into customer adoption and helps you implement best practices that guide customers through the process of unlocking more value from your product. Sending surveys to elicit feedback and remind customers of the value they’ve been receiving from your product.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

SmartKarrot

JUNE 10, 2020

Customer success process is a framework that helps you to make sure that your customers understand your products easily, and improves your capacity to respond to issues, questions and feedbacks much quicker. Create a Customer Success Journey Map . What their responsibilities will be? Establish your Metrics .

Best practices 10

Best practices Journey mapping SaaS Metrics 10

Pointillist

JULY 25, 2018

The questions below will help you define the scope of your customer journey analytics project: Will the project be confined to a single team, such as customer experience or marketing, or will other business functions use the platform? Is your organization already aware of specific pain points and friction in your customers’ journeys?

Analytics 93

Analytics Government APIs Metrics 93

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. It will open the door for upselling. Map your customer journey . What is Lead generation? .

Best practices 77

Best practices B2B Sales Chatbots 77

Pointillist

JULY 25, 2018

The questions below will help you define the scope of your customer journey analytics project: Will the project be confined to a single team, such as customer experience or marketing, or will other business functions use the platform? Is your organization already aware of specific pain points and friction in your customers’ journeys?

Analytics 43

Analytics Metrics Government Journey mapping 43

SmartKarrot

DECEMBER 3, 2020

Focus on Customer Journey. Mapping your customer’s journey is not easy. Monitor feedback and take it seriously. Collect feedback from customers through surveys, or via direct feedback. You can become closer to experts in your field, learn amazing tips, best practices, and grow mutually.

Management 10

Management Customer centricity Journey mapping SaaS 10