Totango

AUGUST 23, 2022

Then, we’ll consider why B2B touchpoints are useful for customer success teams and why mapping them out is such a powerful strategy. Finally, we’ll offer some guidelines on how to structure your B2B customer journey map around key touchpoints and how to use technology to automate an effective touchpoint management strategy.

B2B 118

B2B Journey mapping SaaS Engineering 118

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. 4: Blake Morgan.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

Totango

AUGUST 18, 2022

The term is borrowed from human resources management. Assigning account managers. Completing these steps enables a new customer to start making practical use of your product and its features. It was originally used to describe the steps in training a new employee to start functioning as a member of the organization.

Journey mapping 95

Journey mapping SaaS Upselling Enterprise 95

Lumoa

APRIL 28, 2024

Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. Which Platform Fits Your Needs?

Feedback 83

Feedback Consulting Consulting Enterprise 83

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Irit Ezips is the Chief Customer Officer and CEO at CSM Practice. Irit has played a pivotal role in shaping Customer Success best practices and methodologies. The following is what she has to say.

Management 52

Management Upselling Accountability Metrics 52

Totango

MARCH 4, 2022

When delivered manually, it may be handled by dedicated customer service agents or by other company representatives, such as account managers and customer success managers. B2B customer success management is a strategy for promoting outcomes that meet client goals. B2B customer service may be manual or automated.

B2B 94

B2B Customer Service Interactive Voice Response B2C 94

Totango

MARCH 26, 2021

Now that we have an idea of what the customer lifecycle is, let’s take a closer look at each of its stages and how best practices combined with technology can help optimize the customer experience in each stage. Resources: The Customer Journey Map: An Ultimate Guide. 7 Customer Onboarding Best Practices.

SaaS 67

SaaS Best practices Upselling Education 67

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 87

Customer retention Journey mapping Benchmark SaaS 87

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

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. This will ensure that a new Customer Success Manager’s or customer’s first 90 days are productive.

Journey mapping 52

Journey mapping SaaS Upselling Accountability 52

Totango

JUNE 24, 2022

The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. SaaS technology allows companies to design customer journey maps that standardize success outcomes to be automated for repeatable, scalable results.

Best practices 105

Best practices SaaS Journey mapping B2C 105

Totango

DECEMBER 28, 2020

Leverage the latest customer success best practices. Instead, customer success focuses on delivering the right value to customers at the right time in their journey. Identifies at-risk customers and upsell opportunities quickly. Presents detailed customer journey analytics and team impact.

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. For example, customer success managers may reach out to customers with high health scores to cultivate sales opportunities.

B2B 71

B2B Accountability Journey mapping Sales 71

Education Services Group

MAY 11, 2018

We see two options: Max out overhead by hiring additional full-time CS managers. That’s where the cavalry, more commonly known as virtual Customer Success Managers (vCSM), comes in. take advantage of upsells and cross-sells. Extend customer coverage with outsourced resources. High churn rates. Renewal loss. Lower labor costs.

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

Totango

OCTOBER 22, 2019

Best practices: . Proactively manage customer communications. 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.

Best practices 49

Best practices Customer advocacy Upselling Accountability 49

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. How likely is it that you would recommend Acme’s website management service to a friend or colleague? NPS surveys can also be scheduled to go out at certain time-based points in the customer’s journey.

Best practices 99

Best practices Surveys Upselling Journey mapping 99

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. How likely is it that you would recommend Acme’s website management service to a friend or colleague? NPS surveys can also be scheduled to go out at certain time-based points in the customer’s journey.

Best practices 98

Best practices Surveys Upselling Journey mapping 98

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. How likely is it that you would recommend Acme’s website management service to a friend or colleague? NPS surveys can also be scheduled to go out at certain time-based points in the customer’s journey.

Best practices 96

Best practices Surveys Upselling Journey mapping 96

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

Amity

OCTOBER 12, 2017

I know I felt that way as a Customer Success Manager at Eloqua when I had my 30+ accounts and I felt like I was always online. Your mission should guide and empower your team on what to do if there were no processes or managers. Your mission should guide and empower your team on what to do if there were no processes or managers.

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. Quality assurance on Campaign Management Team’s functions.

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 know I felt that way as a Customer Success Manager at Eloqua when I had my 30+ accounts and I felt like I was always online. Your mission should guide and empower your team on what to do if there were no processes or managers. Your mission should guide and empower your team on what to do if there were no processes or managers.

Metrics 49

Metrics Upselling Journey mapping CRM 49

Totango

MAY 6, 2022

You should consider pursuing value-adding engagements, such as offering upsells or inviting referrals. Tracking customer health scores in this way yields several benefits: Highlighting opportunities to increase revenue by reaching out to satisfied customers with upselling and referral offers. Helping you predict expansion.

Best practices 120

Best practices Metrics Upselling Journey mapping 120

SmartKarrot

OCTOBER 26, 2022

Implementing a comprehensive account management program is the greatest approach to preventing an expensive breakup with your most valuable clients. Key account management is the tactical method businesses use to manage and expand their most crucial clients. 6 Account Management Best Practices for B2B Companies!

Best practices 11

Best practices B2B Accountability Management 11

Totango

AUGUST 11, 2022

First, we’ll look at how digital client relationships differ from live interactions and what this implies for SaaS customer relationship management. Upsell purchases. The latter may include managers, procurement officers, CEOs, investors, and others. Examples include: Search engine queries and ads. Social media posts.

SaaS 109

SaaS Journey mapping B2B Feedback 109

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. Bhavika Kochhar is an Enterprise Customer Success Manager, Americas, at Algonomy. Annette Franz. Bhavika Kochhar.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

AUGUST 2, 2023

Let us see what tools and resources can help you ensure that your Customer Success team is always ready to perform at its best. 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.

Benchmark 10

Benchmark Customer retention SaaS Customer centricity 10

Totango

MARCH 2, 2021

T his illustrates why an effective approach to customer journey management must take into account the customer’s entire experience, not just one component. You can help make this a smooth transition by taking steps such as: Assigning account managers to new customers. Make Each of Your Customer Journey Stages Count.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

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. Data Availability from All Points on Your Customers’ Journey. Easy Integration. Customer Health Scoring.

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

SmartKarrot

JUNE 10, 2020

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? The post Create the Perfect Customer Success Process with these 7 Best Practices appeared first on SmartKarrot l Comprehensive Customer Success.

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

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

A list of resolutions for customer success managers is great to help them steer in that direction. This list of new year’s resolutions will help customer success managers handle their priorities well for a successful run at the customer front. Here are 10 New Year’s resolutions for customer success managers in 2021.

Management 10

Management Customer centricity Journey mapping SaaS 10

ClientSuccess

OCTOBER 16, 2017

As any Customer Success Manager (CSM) can attest to, customer success is not merely the work of a single person or even a single department. Marketers often must work directly with customers to capture success stories or develop upsell marketing campaigns. 5 Best Practices to Build a Customer Success Journey Map.

Customer centricity 41

Customer centricity B2B Journey mapping SaaS 41