ChurnZero

APRIL 8, 2020

After all, whether you like to admit it or not, customers tend to trust their peers much more than your brand. Given these evident benefits, it’s easy to see why customer advocacy is a hot topic in the SaaS industry at the moment. . Before we go any further, what exactly is customer advocacy?

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

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.

Journey mapping 40

Journey mapping Customer Experience Education Best practices 40

ClientSuccess

NOVEMBER 15, 2017

It can be tempting to write off this extra step if your company is part of a larger, more mature marketplace as the customer experience is likely well documented and established. Global organizations especially must pay attention to the Customer Journey Map and Customer Lifecycle Management.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

ChurnZero

MARCH 11, 2020

However, SaaS companies should also be taking advantage of the opportunity to learn from churned (and renewed) customers using similar techniques. Insights from paying customers who have actually used your product often uncover challenges and opportunities that prospective customers can’t. Customer Success Around the Web.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

ChurnZero

FEBRUARY 14, 2020

Now, read on to discover how to spread love among your customers and receive it in return. If B2B SaaS were on a dating site, it’d be looking for a lifelong commitment; a scary thought for potential suitors when there are plenty more fish in the sea. dence to own their role in the customer relationship. How thoughtful is that?

Journey mapping 64

Journey mapping B2B SaaS Metrics 64

ClientSuccess

JANUARY 5, 2018

The entire customer journey is defined in the first few meetings between a customer and a customer success manager (CSM). Onboarding is an extremely critical point in the customer experience. The onboarding phase is a critical time for customers, so it shouldn’t be rushed or expedited in any way.

Journey mapping 40

Journey mapping SaaS Feedback Sales 40

SmartKarrot

DECEMBER 2, 2020

Customer Success as a niche is highly competitive and caters to a large volume of masses. Simply put, this calls for affirmative thought leaders that promise exceptional customer experience that garnishes a competitive edge over the rest. Sue Nabeth Moore, Customer Success Leader.

Journey mapping 17

Journey mapping SaaS Customer retention Contact Center 17