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.

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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

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. Download this eBook to learn how to sell CS software internally, along with argument positions for each individual executive. Finding Loyalty in a Hopeless Place.

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Journey mapping B2B SaaS Metrics 64

ChurnZero

APRIL 3, 2020

Upcoming Webinar: Lessons Learned: A Reflection in Customer Journey Mapping. A customer journey map is a tool to help visualize the experiences of interacting with your company from the customer’s point of view. By understanding your customer’s journey, you can better deliver on their expectations.

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ClientSuccess

JANUARY 5, 2018

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. Ultimate Guide to SaaS Customer Success Metrics. Blogs: 5 Best Practices to Build a Customer Success Journey Map.

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ClientSuccess

DECEMBER 12, 2017

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. Ultimate Guide to SaaS Customer Success Metrics. 5 Best Practices to Build a Customer Journey Map.

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Journey mapping Best practices Benchmark Metrics 40

SmartKarrot

DECEMBER 2, 2020

She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Over 20 years, she has led the market, products, and CX initiatives in the SaaS niche. To understand how SmartKarrot can helps SaaS companies keep and grow loyal customers, Request a Demo.

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Journey mapping SaaS Customer retention Contact Center 17

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. Although we’ve given you a quick preview of the pressing onboarding topics we cover, we saved the best for last (and for the eBook). Customer Success Around the Web.

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SaaS Journey mapping Metrics Sales 59

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. Build a customer success journey map: Understanding the entire customer journey from onboarding to adoption to renewal to growth is key for proactive customer engagement.

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Journey mapping SaaS Accountability Metrics 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. Understanding what your enterprise customers want to achieve with your product can help influence every decision made throughout the customer journey.

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ClientSuccess

JANUARY 12, 2021

While 2020 was a completely unprecedented time for most SaaS organizations, their customers, and their employees, it also forced customer success teams to rethink how they worked with accounts and the services they provide. Build a thorough customer success journey map for every single customer. Want to learn more?

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Journey mapping Accountability SaaS Customer retention 53

ClientSuccess

APRIL 2, 2019

Customer Success Blogs: The Outcome Customer Journey: Defining Customer Handoffs, Success Metrics, and Outcome Between Departments. 5 Best Practices to Build a Customer Success Journey Map. Customer Success eBooks: Ultimate Guide to SaaS Customer Success Metrics.

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Sales Journey mapping Metrics Accountability 45

ClientSuccess

JANUARY 24, 2019

You can also develop a strong customer journey map or customer touch point map that will help this process. Introduce Key Stakeholders: Introduce key stakeholders early on in the customer journey, even if they won’t be needed until later on. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

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Journey mapping Best practices Accountability Sales 46

ClientSuccess

FEBRUARY 27, 2018

Having an organization-wide customer journey map in place can also identify hidden value points for increased customer satisfaction. eBooks: Ultimate Guide to SaaS Customer Success Metrics. Every department presents a unique opportunity for a customer to learn, grow, and succeed with outcomes.

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ClientSuccess

OCTOBER 16, 2017

While there are often multiple focuses and objectives of B2B SaaS companies, customer success must be included among the top to survive and thrive. Customer Success eBooks: Customer Success as a Culture: Customer Success Leaders Edition. Customer Success eBooks: Customer Success as a Culture: Customer Success Leaders Edition.

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SmartKarrot

AUGUST 4, 2020

Especially for the B2B organizations, customer experience is the new buzzword for the SaaS industries. Enhance brand credibility by sending them a few freebies such as relevant blog links or ebooks, which will be helpful for their business. An effective customer success leader builds a detailed customer journey map.

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