ChurnZero

FEBRUARY 14, 2020

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. As a thoughtful touch, their Customer Success Manager will include a handwritten, personal note. Finding Loyalty in a Hopeless Place. t wears that never gave them the con?dence

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Journey mapping B2B SaaS Metrics 64

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.

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Journey mapping Customer Experience Education Best practices 40

ChurnZero

APRIL 3, 2020

To learn how Customer Success Managers can maximize this valuable customer time, we hosted a webinar with The Success League’s Amy Mustoe. Upcoming Webinar: Lessons Learned: A Reflection in Customer Journey Mapping. By understanding your customer’s journey, you can better deliver on their expectations.

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Journey mapping SaaS Sales Consulting 52

ClientSuccess

JANUARY 5, 2018

The entire customer journey is defined in the first few meetings between a customer and a customer success manager (CSM). Two Popular Examples of SaaS Onboarding Engagement Models: High Touch Onboarding: This model involves plenty of 1:1 interactions between a customer and a brand.

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ClientSuccess

DECEMBER 12, 2017

Churn, also known as attrition, is definitely not on any Customer Success Managers’ (CSM’s) most desired ‘Top Ten’ lists. Check out our resources below for more customer success best practices and insights for how your organization can put customers first: eBooks: 5 Ways to Surprise & Delight Your Customers.

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Journey mapping Best practices Benchmark Metrics 40

ChurnZero

AUGUST 28, 2020

SaaS onboarding makes or breaks your customer retention. To hear exactly what the experts had to say on how to crush onboarding, download the full eBook. Salespeople and CSMs must become much more familiar with change management. Manage customer outreach after onboarding completion: Be consistent.

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SaaS Journey mapping Metrics Sales 59

ClientSuccess

SEPTEMBER 8, 2020

When a SaaS organization is in the midst of scaling, there comes a time when there starts to be a clear differentiation between SMB customers and enterprise customers. This last factor – resource allocation – can make or break a customer success team’s large account management process. Check out these additional resources: .

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ClientSuccess

OCTOBER 12, 2020

If there is one thing that customer success managers have learned throughout the ups and downs of 2020, it’s that there is no such thing as being too prepared. 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.

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Journey mapping SaaS Accountability Metrics 59

ClientSuccess

JANUARY 12, 2021

While this mantra may be on most of our minds this year (especially after the complete doozy of 2020), some customer success managers (CSMs) may be having other thoughts. Build a thorough customer success journey map for every single customer. Make customer success an industry-wide initiative. Want to learn more?

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Journey mapping Accountability SaaS Customer retention 53

ClientSuccess

JANUARY 24, 2019

While the biggest customer handoffs happen between sales and customer success (aka, after a deal is signed and before onboarding occurs), there are actually quite a few different opportunities within the customer journey where handoffs may occur. Below is an example of a ClientSuccess Lifecycle Map using ClientSuccess SuccessCycles.

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ClientSuccess

APRIL 2, 2019

With better processes in place across the board, from finding new leads to the handoff processes between sales and service to the long-term management of high-quality accounts, customers will be more successful and profitable. 5 Best Practices to Build a Customer Success Journey Map.

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Sales Journey mapping Metrics Accountability 45

ClientSuccess

OCTOBER 16, 2017

As any Customer Success Manager (CSM) can attest to, customer success is not merely the work of a single person or even a single department. While there are often multiple focuses and objectives of B2B SaaS companies, customer success must be included among the top to survive and thrive. Ultimate Guide to SaaS Customer Success Metrics.

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Customer centricity B2B Journey mapping SaaS 41

SmartKarrot

AUGUST 4, 2020

Especially for the B2B organizations, customer experience is the new buzzword for the SaaS industries. It’s a shift customer success teams are uniquely poised to capitalize on, but only if they develop the means to monitor and manage long-term client experiences. Exudes a positive outlook at all times.

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Journey mapping SaaS Customer advocacy B2B 10