Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. A customer engagement strategy is an action plan for promoting active client use of your SaaS product. Use a customer journey map to structure your client engagement plan and identify success outcomes and best practices for each stage of engagement.

Journey mapping 77

Journey mapping SaaS Enterprise B2B 77

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 93

SaaS Best practices Journey mapping Customer advocacy 93

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. The term is borrowed from human resources management. Assigning account managers.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM.

Journey mapping 52

Journey mapping Best practices Consulting Consulting 52

ChurnZero

MAY 3, 2022

Customer Success managers are beginning to realize there is no ‘easy’ button,” says the SuccessCOACHING team, the training arm of SuccessHACKER. Customer Success skills (playlist) : Quick tips and best practices for CSMs on the ground. Crash Course in Customer Success and SaaS Metrics (with Dave Kellogg).

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Best practices 103

Best practices SaaS Journey mapping B2C 103

ChurnZero

APRIL 18, 2024

Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. Resources to dig deeper: 8 SaaS Onboarding Best Practices , How to Streamline Onboarding to Reduce Churn (webinar). So, now what?

Journey mapping 52

Journey mapping SaaS Metrics Engineering 52

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. “I’m calling it now,” says CS management coach Ryan Johansen.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey.

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Journey mapping Accountability Marketing Metrics 111

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?

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B2B Customer Service Interactive Voice Response B2C 92

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. You can then send content to that customer segment providing advice on how to manage their team’s use of your app.

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

ClientSuccess

NOVEMBER 15, 2017

For large enterprise or companies with a global reach, understanding the customer experience can take on a new life of its own—one that hinges fully on visible data and metrics across the entire customer journey. What Is Customer Lifecycle Management? How To Get Started With Customer Lifecycle Management.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

CustomerSuccessBox

APRIL 12, 2022

Customer journey mapping is the best way of understanding the customer journey as a whole. Throughout the customer journey, there are various touchpoints and with the smart technology and data-driven comprehensive, these insights are easily available. Additional Reads- 7 Best practices for a Customer Journey Map!

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Journey mapping Construction Sales SaaS 52

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

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey.

Journey mapping 85

Journey mapping Accountability Marketing Metrics 85

ChurnZero

MAY 3, 2022

Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. Customer Success managers are beginning to realize there is no ‘easy’ button,” says the SuccessCOACHING team, the training arm of SuccessHACKER.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. It can be a tremendous task to build a customer success plan when you hire your first Customer Success Manager. A customer success plan is a road map that your customer success team will follow to meet specific objectives.

Journey mapping 52

Journey mapping SaaS Upselling Accountability 52

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

ChurnZero

SEPTEMBER 1, 2020

It’s an opportunity to join a community of experts and ABX trailblazers as they share best practices and their innovative solutions to forge meaningful relationships. This virtual event seeks to bring together everyone from Customer Success practitioners and leaders to SaaS-savvy folks. 2) The Customer Conference.

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Journey mapping SaaS Best practices Technology 98

Quadient

OCTOBER 22, 2021

We’re in your corner, committed to building a state-of-the-art customer experience management system that is optimal for your unique needs. It takes a village to be successful, and with Quadient, you have unparallel access to an expert support team that shares collective wisdom of best practices. CCM migration experts.

Journey mapping 52

Journey mapping Enterprise Benchmark SaaS 52

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

CSM Practice

MARCH 8, 2021

Customer Journey. Multi-year Plan Management. Delphix outlined a five-year plan to set up gradually mature a customer success practice: The multi-year plan was socialized and validated by the executive team to ensure enrolment and alignment on expectations. Moments of Value. Hiring the Right CSMs. Automate to scale.

Journey mapping 52

Journey mapping Best practices Enterprise Customer retention 52

ChurnZero

MARCH 11, 2020

This is a guest post by Jay Nathan , Founder & Managing Partner at Customer Imperative. Traditional product management and marketing teams tend to focus on win/loss analysis in the sales process. This is a valuable practice that increases our ability to close new business. Churn destroys SaaS business valuation.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

Education Services Group

JULY 21, 2022

We’re managing a portfolio of over 13,000 customers globally and we don’t have dedicated CSMs. So, we have a swarm CSM model, and we have eight CSMs managing that install base of 13,000 customers. And we walked them through what we do today from a customer lifecycle management perspective. How can we scale it?

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Journey mapping Chief Customer Officer SaaS Management 52

ClientSuccess

MARCH 27, 2018

Many times the process of defining the pre and post sales stages is part of building out a customer journey map or strategy. One of the key takeaways from Jeppsen’s approach is to define what you want the customer to experience along the journey before you define the stage names. Let’s dive into this a little deeper.

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Journey mapping Customer Experience Education Best practices 40

Education Services Group

DECEMBER 21, 2021

One of the most intimidating things about being new to Customer Success, at least for me, was learning the metrics that are typically used when measuring success in a SaaS business. CS Term: Journey Map. Teacher Term: Lexile, Quantile, F&P. CS Term: Handling tricky customers. Teacher Term: Parents.

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Journey mapping Education Metrics SaaS 52

Education Services Group

JUNE 8, 2021

But just how to go about applying Customer Success best practices to Partner Success has yet to be fully defined. Every company is different, and, much like Customer Success, you need to figure out what works best for your business, your partners, and your end-users. The answer is yes! Let’s look at an example.

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Journey mapping Best practices Enterprise SaaS 52

Natalie Petouhof

OCTOBER 12, 2016

They work with all functional departments, such as marketing, sales, customer service, supply chain, ecommerce, IT, digital performance management (DPM) and back-office systems. With SaaS solutions, the SI’s role is changing to focus on strategy, tactics and choosing technology. Best practices methodology .

Customer Experience 45

Customer Experience Journey mapping Consulting Consulting 45

ClientSuccess

APRIL 15, 2019

When one looks at the typical SaaS method of sales and customer success, there is a clear funnel in place. In the past few years as the traditional SaaS sales and marketing model has taken hold, customer churn has been the sole responsibility of customer success teams. Here are three ways SaaS companies can address customer churn: 1.

SaaS 50

SaaS Journey mapping Benchmark Sales 50

ClientSuccess

JUNE 2, 2017

The webinar will help you determine your current customer success maturity and guide you through the next steps and best practices to strengthen your approach to customer success. How to build and align the customer journey map and experience. We held this webinar on Thursday, June 22, 2017 at 11:00 a.m. Your Presenter.

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Journey mapping SaaS Metrics Best practices 40

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. Emilia D’Anzica Founder, Managing Partner at Growth Molecules Emilia D’Anzica is a prominent figure in the field of customer experience.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Education Services Group

JUNE 4, 2020

If proven effective in incubation, you then roll the new process out to the rest of your team of Customer Success Managers and your entire customer base. What phase of your customer journey map are you focusing on? What if you have a fledgling new CS organization, or are introducing CS into a non-SaaS business ?

Journey mapping 52

Journey mapping Construction Benchmark SaaS 52

ClientSuccess

JANUARY 24, 2019

While the biggest customer handoffs happen between sales and customer success (aka, after a deal is signed and before onboarding occurs), there are actually quite a few different opportunities within the customer journey where handoffs may occur. Customer Handoff Best Practices. That is always awkward.

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Journey mapping Best practices Accountability Sales 46

Netomi

JANUARY 5, 2022

Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

APRIL 3, 2020

To learn how Customer Success Managers can maximize this valuable customer time, we hosted a webinar with The Success League’s Amy Mustoe. Upcoming Webinar: Lessons Learned: A Reflection in Customer Journey Mapping. By understanding your customer’s journey, you can better deliver on their expectations.

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. Related Links.

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Benchmark Journey mapping Analytics SaaS 45

CustomerSuccessBox

MARCH 14, 2022

According to a research study done by Mordor Intelligence, the compound annual growth rate estimated for the global customer success management market, let alone in the timeframe of 5 years (2021-2026) is estimated to be 25.02%. We have curated the best courses and training handpicked for you to select the best out of the best.

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Journey mapping Accountability Construction Management 52