ChurnZero

FEBRUARY 9, 2021

This course can be taken on its own as an introduction to the topic, or as one in a series of courses from PracticalCSM.com that build upon each other to cover the entirety of CSM best practices in greater detail. Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Level: Intermediate.

Journey mapping 52

Journey mapping Best practices Consulting Consulting 52

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 115

B2B Journey mapping SaaS Engineering 115

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. Customer Success skills (playlist) : Quick tips and best practices for CSMs on the ground.

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 92

Journey mapping SaaS Upselling Enterprise 92

Totango

JUNE 4, 2021

By combining technology with best practices, you can maximize interaction with your clients and build brand loyalty. By tying your cross-sell and upsell offers into your customers’ actual use of your product, you not only increase engagement, but you increase the attractiveness of your offers, helping boost your revenue.

B2C 62

B2C Upselling Journey mapping B2B 62

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 66

SaaS Best practices Upselling Education 66

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

SEPTEMBER 17, 2021

Creates Upsell Opportunities. A free version of your product gives your sales team an opportunity to extend an upsell offer. This can help you refine your understanding of your customer journey map , helping you optimize your customer experience and sales process. What Are the Cons of a Freemium SaaS Model?

SaaS 74

SaaS Best practices Upselling Journey mapping 74

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. Key performance indicators should be defined for each customer journey stage.

Best practices 102

Best practices SaaS Journey mapping B2C 102

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 91

B2B Customer Service Interactive Voice Response B2C 91

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. We also love their bite-sized CS skills videos that tackle common challenges for CSMs.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

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 79

Best practices Upselling Analytics Technology 79

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. Active Users. You can drill down into as much granular detail as you desire when defining segments.

B2B 71

B2B Accountability Journey mapping Sales 71

Education Services Group

MAY 11, 2018

vCSMs provide the critical human touch that augments tech touch and bottom-tier neglect described in our blog post, 3 Customer Success Best Practices to Scale People & Automation. take advantage of upsells and cross-sells. That’s where the cavalry, more commonly known as virtual Customer Success Managers (vCSM), comes in.

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

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

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 95

Best practices Surveys Upselling Journey mapping 95

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 93

Best practices Surveys Upselling Journey mapping 93

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

Totango

NOVEMBER 12, 2019

Best Practices for the Sales to Customer Success Handoff. Also, this creates a detailed record in case customers return to the sales stage in the future, such as for expansion or an upsell opportunities. This enables you to assist customers faster and more effectively. . Implement a repeatable handoff process.

Sales 60

Sales Enterprise Upselling Best practices 60

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

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

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

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 116

Best practices Metrics Upselling Journey mapping 116

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 105

SaaS Journey mapping B2B Feedback 105

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

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

SmartKarrot

AUGUST 2, 2023

FAQs and best practices are the best set of knowledge base resources, to begin with. Customer feedback is the best feedback showing your team’s performance and the areas where they can improve. You can utilize your customer mapping system to create a system for feedback for your CS team.

Benchmark 10

Benchmark Customer retention SaaS Customer centricity 10

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. Extending customized cross-sell and upsell offers to customers based on their purchase and usage history and needs.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

Totango

FEBRUARY 24, 2021

Data Availability from All Points on Your Customers’ Journey. Data relevant to customer success can come in from all points on your customer journey map , from onboarding and adoption to escalation and renewal. Look for a solution that supports the scale you’ll need to support your customers and grow your business.

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

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