JivoChat

NOVEMBER 22, 2021

Do you have a Software as Service (Saas) company and haven’t developed any marketing strategies yet? SaaS content marketing is an important part of conquering visibility and showing the importance of your service. . The importance of SaaS Content Marketing? 10 Saas Content Marketing strategies to implement.

SaaS 52

SaaS Marketing B2B Metrics 52

Call Center Weekly

JANUARY 10, 2018

How does the SaaS customer experience differ from traditional business models? Any customer experience has some of the same steps in the journey. The SaaS customer journey leans heavily on the customer to understand the product before buying, and that's why trial periods are so popular.

Journey mapping 136

Journey mapping SaaS Consulting Consulting 136

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. A customer engagement strategy is an action plan for promoting active client use of your SaaS product.

Journey mapping 77

Journey mapping SaaS Enterprise B2B 77

Quadient

SEPTEMBER 16, 2022

As a Customer Experience focused company with rapidly expanding software businesses, the Quadient team spends a lot of time analyzing our clients' journeys with our products and services, as well as the journeys of their customers that our software supports. We even have the old blog posts to prove it! How far has it come?

Journey mapping 52

Journey mapping SaaS Marketing Analytics 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. Blog posts with tips addressing common concerns. Segment your customer database for personalized communications.

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals, customer journey maps, health scores, segmentation, QBRs and much more. Crash Course in Customer Success and SaaS Metrics (with Dave Kellogg).

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

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. Why Optimizing Your SaaS Onboarding Matters. A Customer Onboarding Checklist for Successful CS Teams.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. Whether Customer Success should own the renewal and/or expansion is a debated, and nuanced, topic in SaaS. The SaaS world is increasingly recognizing Customer Success as an essential function to the business. But Customer Success? Not so much.

Metrics 98

Metrics Journey mapping SaaS Sales 98

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. What may work for SaaS, may not work for another industry.

Journey mapping 111

Journey mapping Accountability Marketing Metrics 111

Nicereply

MARCH 23, 2021

For those of you not on Twitter, we’ve also included links to the best customer service podcasts, books, email newsletters, and blogs, so you can follow your favorites without logging on! You can follow his writing on the HelpScout Blog. Subscribe to his blog for great knowledge about elevating your customer service strategy.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

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. What may work for SaaS, may not work for another industry.

Journey mapping 85

Journey mapping Accountability Marketing Metrics 85

Totango

AUGUST 9, 2022

Differentiating customer journeys : Customer journey maps outline the steps in your clients’ interactions with your brand and the actions you should take at each stage to promote a satisfying experience. Segmentation lets you customize journey maps for different customer segments for more personalized and enjoyable experiences.

Best practices 100

Best practices B2B Journey mapping Upselling 100

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 84

B2B SaaS Journey mapping Sales 84

ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals , customer journey maps, health scores , segmentation , QBRs and much more. We’ll help you find your path to success. Start with our top five.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

CustomerSuccessBox

APRIL 19, 2022

Businesses are realizing the power of customer journey mapping to monitor customer experience performance and identify opportunities for improvement. Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes.

Metrics 52

Metrics Analytics SaaS Journey mapping 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. What may work for SaaS, may not work for another industry.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

ClientSuccess

AUGUST 28, 2020

Now that we’ve spent months in this ongoing crisis and, unfortunately, know how this kind of situation can impact a customer success team (and a larger SaaS organization in general) down the road , customer success teams can take these new insights to build a strategic plan for crisis management.

Journey mapping 95

Journey mapping SaaS Accountability Management 95

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 92

B2B Customer Service Interactive Voice Response B2C 92

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

CustomerSuccessBox

JUNE 17, 2022

Amongst all the types of analysis one may carry out using product analytics, our point of discussion would be churn analysis in this blog. Customer retention saves a SaaS firm from sinking. Did you know that most SaaS companies lose their new customers within the first week of their association? Retain customers. Closing note!

Analytics 52

Analytics SaaS Journey mapping Metrics 52

ClientSuccess

NOVEMBER 15, 2017

Mapping out the customer journey ensures that all individuals and departments are on the same page when it comes to customer needs, customer handoffs and internal knowledge transfers , and most importantly, results. For this blog, we’re going to focus on the customer journey that begins the moment a sale is closed.

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 103

Best practices SaaS Journey mapping B2C 103

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

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

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.

Journey mapping 40

Journey mapping Customer Experience Education Best practices 40

Totango

MARCH 12, 2021

A customer journey map template lays out a path to optimal outcomes promoting client retention. Here we’ll cover an eight-step approach to creating a customer journey map that encompasses all stages of your customers’ experience, including pre-sales and post-sales experiences. Mapping the Modern Customer Journey.

Journey mapping 66

Journey mapping Upselling Metrics Customer retention 66

Totango

JUNE 4, 2021

Use your customer journey map to plan events that trigger customized offers. For example, a B2C hotel chain might offer points to book rooms whereas a B2B SaaS company may offer a free month of service for an early renewal. Rewards will differ from B2B to B2C customers. Ask for Customer Feedback.

B2C 62

B2C Upselling Journey mapping B2B 62

ClientSuccess

AUGUST 8, 2017

What approach to take to build the customer journey map. Aaron Fulkerson is the CEO of MindTouch and a leading innovator in open-source & SaaS software. In this webinar you will learn: How to approach post-sale lifecycle management with your customers. Your Presenters. Customer Success as a Culture: Product Leaders Edition.

Sales 40

Sales Journey mapping SaaS Management 40

ChurnZero

OCTOBER 20, 2020

This is a guest blog post by Sunil Joseph, VP of Customer Success at Avanoo. One of the best ways to identify the areas that can be standardized vs. the areas that needs to be customized per customer is going through a customer journey mapping with your team. Make sure to include all stakeholders in the journey mapping process.

Journey mapping 52

Journey mapping Calibration Upselling Technical Support 52

SmartKarrot

JANUARY 27, 2022

As a SaaS (Software as a Service) B2B business owner, your ultimate objective is to retain your existing customers, make your existing customers adopt your product, reduce the churn rate, and make your customers successful through customer success. It includes blogs, online courses, and knowledge bases. Social media. Knowledge base.

Education 19

Education Journey mapping SaaS B2B 19

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

ClientSuccess

JUNE 2, 2017

How to unite your entire company around customer success. ? How to build and align the customer journey map and experience. Request the recorded webinar here: The Customer Success Maturity Maturity Model. Your Presenter. Customer Success as a Culture: Product Leaders Edition. Request a ClientSuccess demo.

Journey mapping 40

Journey mapping SaaS Metrics Best practices 40

Totango

MAY 6, 2021

As a concept, in a SaaS context, it represents how successful a company is at getting customers to renew subscriptions or licenses. Map Your Customer Journey. The foundation of an effective retention strategy is a customer journey map. What Is Customer Retention?

Customer retention 74

Customer retention Best practices Education Benchmark 74

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. The five big ways vCSMs will supplement your CS team: Customer journey mapping and opportunity discovery. Did you like this blog post?

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

Customer Service Life

NOVEMBER 13, 2018

This article was originally published on the ICMI Blog on August 28, 2018. Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career, I’d like to enlighten you on an important concept. Click here to read the original post. It’s called Minimum Viable Product (MVP).

Contact Center 60

Contact Center Morale Journey mapping SaaS 60

Education Services Group

JULY 20, 2021

They answered a number of audience questions during the session (recapped here on ChurnZero’s blog, but there were so many great ones, they didn’t have a chance to answer them all. Watch it here if you missed it!). So, I pulled together some of the still un-answered questions for our experts to respond to.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98