CSM Practice

AUGUST 7, 2020

This session featured VitalSource, a leading education technology solutions provider led by William Chesser, VP for Customer Success, and Shanna Daniel, Manager for Partner Success Teams. The customer journey maps allow customer success managers to feel that they can lead the customer during their journey and become more proactive.

Journey mapping 52

Journey mapping Morale SaaS Education 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. We didn’t use any special tool. TC : Yes, definitely.

Journey mapping 110

Journey mapping Accountability Marketing Metrics 110

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

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

MAY 6, 2021

What is customer retention ? We’ll discuss what customer retention means as a concept, as a strategy and as a metric. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. What Is Customer Retention?

Customer retention 74

Customer retention Best practices Education Benchmark 74

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. We didn’t use any special tool. TC : Yes, definitely.

Journey mapping 84

Journey mapping Accountability Marketing Metrics 84

Quadient

OCTOBER 1, 2021

The common theme in customer experience trends is acceleration. It reflects not only new demands for digital agility and analytics but also a focus on the implementation of customer journey mapping and other customer-centric tools. Customer Experience. Customer Journey Mapping.

Customer Experience 52

Customer Experience Journey mapping Enterprise Customer centricity 52

Totango

DECEMBER 16, 2020

Automate Customer Success with Out-of-the-box Templates. One of the most exciting new trends in customer success is the emergence of out-of-the-box solutions that allow you to automate the implementation of optimized customer journey maps. Reduce Customer Churn by Detecting Risk.

Journey mapping 71

Journey mapping Best practices Accountability Big data 71

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. We didn’t use any special tool. TC : Yes, definitely.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

Nicereply

FEBRUARY 2, 2024

Create a Customer Success Strategy The first thing you need to do is create a customer success strategy for your business. Define what success means for your customers and create a strategy to help them succeed. Current customer experience : The customer journey map for your business and key areas of improvement.

Education 59

Education Accountability Customer retention Journey mapping 59

ClearAction

NOVEMBER 3, 2015

. "Outside-in" is a popular term in the customer experience field. It refers to the importance of customers' inputs as a guiding light for the inner workings of an enterprise. In the quest for "outside-in" most companies have voice of the customer programs, loyalty programs, and high-touch service.

Customer Experience 101

Customer Experience Journey mapping Enterprise Customer retention 101

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. You can plan this in the context of a customer journey map , which lays out the steps in your customer’s lifecycle as they progress from acquisition and onboarding through adoption and renewal.

Management 84

Management Best practices Journey mapping Metrics 84

CSM Practice

MARCH 8, 2021

A seasoned pro at optimizing customer success through digital systems and processes, Will shared their journey and experience in building out a mature customer success organization with the participants of this session. Enterprise-based products. They moved from churn mitigation and renewals to enhancing customer value.

Journey mapping 52

Journey mapping Best practices Enterprise Customer retention 52

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Noble Systems

FEBRUARY 20, 2019

Customers are quickly becoming intolerant of companies that cannot deliver an omnichannel experience. Research conducted by Aberdeen Group shows that companies that have omnichannel CX programs achieve a 91% higher increase in customer retention compared to those without one. Incorporate Journey Mapping and Orchestration.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

ClearAction

DECEMBER 14, 2017

Customer lifetime value (CLV) — profitability of customers’ cumulative purchases. Customer retention — efforts to extend a customer’s duration of ongoing purchases. Customer loyalty — efforts to expand customers’ share of wallet.

CRM 66

CRM Customer Care Customer Experience Customer advocacy 66

Totango

JUNE 4, 2021

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. Use your customer journey map to plan events that trigger customized offers.

B2C 62

B2C Upselling Journey mapping B2B 62

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. Referral rate.

Journey mapping 65

Journey mapping Upselling Metrics Customer retention 65

ClearAction

DECEMBER 14, 2017

Customer lifetime value (CLV) — profitability of customers’ cumulative purchases. Customer retention — efforts to extend a customer’s duration of ongoing purchases. Customer loyalty — efforts to expand customers’ share of wallet.

CRM 59

CRM Customer Care Customer Experience Customer advocacy 59

Noble Systems

FEBRUARY 20, 2019

Customers are quickly becoming intolerant of companies that cannot deliver an omnichannel experience. Research conducted by Aberdeen Group shows that companies that have omnichannel CX programs achieve a 91% higher increase in customer retention compared to those without one. Incorporate Journey Mapping and Orchestration.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

ClientSuccess

DECEMBER 20, 2018

When it comes to customer success as a pillar of growth in your business, the financial metrics will most likely take center stage. The top five SaaS customer financial metrics are: Revenue Retention Rate (Gross and Net). Customer Retention Rate/Customer Churn Rate. Customer Lifecycle/Journey Mapping.

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

Lumoa

JANUARY 19, 2023

Map Your Current Customer Journey To gain a better understanding of how exactly your customers interact with your business, you will need to map out the current customer journey. Here’s an example of how an enterprise customer experience department might be structured.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Education Services Group

JUNE 8, 2021

More and more, larger enterprises are taking a look at their successful CS efforts and wondering, “Can I apply this to my channel partner relationships?” But just how to go about applying Customer Success best practices to Partner Success has yet to be fully defined. The answer is yes! Let’s look at an example.

Journey mapping 52

Journey mapping Best practices Enterprise SaaS 52

CSM Practice

NOVEMBER 16, 2020

For some companies, they take customer journey mapping at a basic level to the point that it doesn’t encapsulate the maximum value that you can get out of this exercise. There are even companies with customer success teams but don’t have customer journey maps which can be considered as a loophole.

Journey mapping 52

Journey mapping B2B Chief Customer Officer Customer retention 52

Education Services Group

JULY 10, 2019

In addition to providing collateral, it’s wise to undergo a customer journey mapping exercise with your channel partners to encourage buy-in. Customer journey maps help companies understand how customers experience their product or service and equip channel partners with necessary information regarding customer needs.

Journey mapping 40

Journey mapping Customer centricity SaaS Sales 40

Totango

MARCH 26, 2021

Resources: The Customer Journey Map: An Ultimate Guide. Resources: Guide to Customer Growth. How to Improve Customer Retention—Even During a Pandemic. In the expansion phase, customers’ usage of their original purchase leads to advanced feature adoption and the purchase of new products and services.

SaaS 66

SaaS Best practices Upselling Education 66

Totango

DECEMBER 28, 2020

Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. The post Top 5 Takeaways from the Cisco CX Specialization Certification appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth.

Best practices 79

Best practices Upselling Analytics Technology 79

Education Services Group

JULY 20, 2021

MW: And once you have that foundation, I highly recommend creating a customer communication calendar. Sometimes small companies can get away without one, and just sort of “know” when others are sending customer-facing messaging, but there is no way that works in an Enterprise organization. It’s worth it.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

Education Services Group

APRIL 28, 2020

Sequencing education outreach with Customer Success outreaches must be coordinated through the eyes of the customer. Documenting an education-specific journey map is a requirement to make this happen. Self-serve abilities become a premium.

Education 52

Education Finance Journey mapping Benchmark 52

ijgolding

SEPTEMBER 21, 2015

One such function that still appears to be absent from the plethora of Customer Journey mapping workshops being conducted all over the world is IT. The post What has Customer Experience got to do with me, the Chief Information Officer? The site serves 80,000+ visitors per month from 200 countries.

Customer Experience 78

Customer Experience Journey mapping Customer centricity Finance 78

ChurnZero

SEPTEMBER 20, 2019

But it will create a more collaborative approach but those are always the challenges in customer lifecycle models. I think people build these great journey maps out with great intention. Improving Customer Health Scores – Check out three ways to improve how you are using customer health scores today.

Journey mapping 66

Journey mapping Marketing Customer retention Sales 66

SmartKarrot

MARCH 8, 2022

Focused on customer happiness, Anika is passionate about developing and maintaining good relationships with customers. She has helped several companies grow and scale their business by developing streamlined customer success processes and successful customer retention strategies. Anita Toth. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

CSM Magazine

DECEMBER 20, 2016

Many important aspects of customer experience have deeply technological implications that cannot be managed by ‘analog’ methods any longer, such as customer segmentation, journey mapping, content personalization, satisfaction scoring, analytics, and one-silo customer data management that underpins it all.

Customer Experience 40

Customer Experience Government Chief Customer Officer Journey mapping 40

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. Start with a SaaS Customer Journey Map.

Best practices 102

Best practices SaaS Journey mapping B2C 102

SmartKarrot

DECEMBER 2, 2020

Sue Nabeth Moore, Customer Success Leader. She is also the founder of Success Track Enterprise which is aimed at refining, defining, and scaling customer success organizations in and across Europe. Annette Franz, CEO, and Founder, CX Journey Inc.

Journey mapping 17

Journey mapping SaaS Customer retention Contact Center 17

Education Services Group

OCTOBER 27, 2020

I found the emphasis on the outside-in approach to be particularly impactful as Phil explained that many companies start with an inside-out approach to Customer Success and are now discovering that they should (or rather, should have ) involve[d] their customers more in the development of their own journeys and desired outcomes.

Education 52

Education Best practices Journey mapping Analytics 52

Lumoa

MARCH 12, 2023

Benefits of using a customer experience platform CX platforms benefit your business in many ways. Their ultimate goal is to enable you to improve the customer experience. Improving your CX can result in: Better customer retention. 81% of customers make a second purchase after a great experience. High costs.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83