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

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. In this guide, we’ll lay out a seven-step customer success strategy you can use to promote winning outcomes for your clients: Prioritize a culture of customer success. Proactively guide customer growth.

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

Totango

NOVEMBER 5, 2021

Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. 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. Well, if you’re Aruba, you go digital.

Journey mapping 111

Journey mapping Accountability Marketing Metrics 111

Totango

SEPTEMBER 17, 2021

The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are. What Is the Freemium SaaS Model?

SaaS 75

SaaS Best practices Upselling Journey mapping 75

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

B2B 116

B2B Journey mapping SaaS Engineering 116

Totango

MARCH 16, 2021

B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping. How journeys differ for B2B and B2C customers. How to analyze your customer journey. Basics of Customer Journey Mapping. B2B vs. B2C Customer Journeys: Comparisons and Contrasts.

B2C 117

B2C B2B Journey mapping SaaS 117

Totango

NOVEMBER 5, 2021

Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. 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. Well, if you’re Aruba, you go digital.

Journey mapping 85

Journey mapping Accountability Marketing Metrics 85

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

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. What Is a Customer Engagement Strategy? What Are the Benefits of Customer Engagement Strategies?

Journey mapping 77

Journey mapping SaaS Enterprise B2B 77

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Blog content consumption. How Digital Client Relationships Are Different.

SaaS 106

SaaS Journey mapping B2B Feedback 106

Lumoa

FEBRUARY 9, 2023

By understanding customer needs, preferences, and behaviors, businesses can work to create and maintain customer engagement strategies that meet customer expectations. Customer Feedback Loops Customer feedback loops are customer experience strategies used to capture customer feedback and quickly respond to customer inquiries.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Totango

NOVEMBER 5, 2021

Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. 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. Well, if you’re Aruba, you go digital.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

Lumoa

MARCH 20, 2018

CM strategy in the company could be decided into 6 components defined by Bob Hayes for CustomerThink. Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey." Check the video below from UX Mastery to understand the basics of customer journey mapping.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Totango

MAY 6, 2021

We’ll discuss what customer retention means as a concept, as a strategy and as a metric. As a concept, in a SaaS context, it represents how successful a company is at getting customers to renew subscriptions or licenses. As a strategy, customer retention refers to the actions a company takes to proactively promote higher retention.

Customer retention 74

Customer retention Best practices Education Benchmark 74

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

ClientSuccess

DECEMBER 20, 2018

While end-of-year planning is the perfect place to rethink game plans and ensure your strategy is in line with your company’s corporate goals , it’s also a time of opportunity and forward-thinking. Here are five customer success strategy stack pillars that will help take your customer success to world-class standards.

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

Totango

MARCH 23, 2021

A customer journey analysis helps you improve SaaS client experience and increase retention by optimizing the steps customers take in their relationship with your product and brand. You can approach doing a customer journey analysis as a six-step process: Gather customer journey data.

Journey mapping 87

Journey mapping SaaS Best practices Benchmark 87

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

SmartKarrot

DECEMBER 30, 2021

Customer journey mappings have gained a lot of traction amongst B2B SaaS organizations. But you need to spend quality time and resources in the journey mapping process. Unfortunately, customer journey maps fall short of expectations a lot of time. Like what you are reading? Sign up for our newsletter.

Journey mapping 10

Journey mapping B2B SaaS Feedback 10

ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. Choose Metrics that Emphasize Your Value. But Customer Success? Not so much.

Metrics 98

Metrics Journey mapping SaaS Sales 98

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

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

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. A marketing analysis of the client’s target audience, marketing strategy, and competitors. Marketing strategy. An analysis of the client’s workflow. Internal workflow.

B2B 84

B2B SaaS Journey mapping Sales 84

Totango

AUGUST 9, 2022

In a B2B context, a customer segmentation strategy typically aims to achieve several key objectives. 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.

Best practices 100

Best practices B2B Journey mapping Upselling 100

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

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

OCTOBER 12, 2020

The SaaS industry has gone through a ton of instability this year, and seasoned CSMs know that this time of change is far from over. The best way to stay on top of changing customer sentiments and shifting account goals is to put proactive strategies in place to better handle these kinds of situations.

Journey mapping 59

Journey mapping SaaS Accountability Metrics 59

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

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. The purpose of churn analysis is to derive the insights from the customers who left your product to come back with the strategy to retain all those who would later on. Retain customers.

Analytics 52

Analytics SaaS Journey mapping Metrics 52

Totango

JUNE 4, 2021

We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs. We’ll also show you how technology can help you automate your engagement strategy. You can apply this strategy to automated messages throughout your customer journey.

B2C 62

B2C Upselling Journey mapping B2B 62

Totango

MARCH 2, 2021

Mapping out your customer journey stages empowers you to optimize each step for a satisfying experience that promotes higher retention. In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

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

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. CX Strategy and Skills “Then” vs. Now. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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

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

Lumoa

MARCH 20, 2018

CM strategy in the company could be decided into 6 components defined by Bob Hayes for CustomerThink. Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey." Check the video below from UX Mastery to understand the basics of customer journey mapping.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

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. Segmentation Strategy.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45