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 117

B2B Journey mapping SaaS Engineering 117

Nicereply

FEBRUARY 2, 2024

A Salesforce survey found that 94% of customers are more likely to purchase again because of positive customer service. Current customer experience : The customer journey map for your business and key areas of improvement. Everyone, from sales to engineering, must integrate customer success into everything they do.

Education 59

Education Accountability Customer retention Journey mapping 59

Totango

SEPTEMBER 17, 2021

A January 2021 survey by the Technology and Services Industry Association (TSIA) found that 55% of technology providers now use freemium offers. A free version of your product can be promoted on search engines and social media. Creates Upsell Opportunities. What Are the Pros of a Freemium SaaS Model? Why is it so common?

SaaS 75

SaaS Best practices Upselling Journey mapping 75

GetFeedback

MAY 9, 2019

Customer journey map: A customer journey map summarizes the key interactions that a customer experiences with your brand. When it’s developed right and optimized, any employee should be able to understand the key touchpoints in the customer’s journey and what is related to their particular role in the CX program.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Examples include: Search engine queries and ads. Customer satisfaction and feedback surveys. Upsell purchases.

SaaS 107

SaaS Journey mapping B2B Feedback 107

Nicereply

MARCH 8, 2023

Here are some ways you can get started: Customer journey mapping Know your customers, their needs, and their goals. You can create buyer personas and map their journeys to pinpoint key places where your customers need to hit certain milestones or where they might need extra support. Create brand advocates.

Customer Service 52

Customer Service Journey mapping B2C Metrics 52

CustomerSuccessBox

DECEMBER 13, 2021

Traditional Customer Success Software works on a traditional rule-based engine to generate early warning signs. It enables CSMs to retain customers with confidence, drive adoption to deliver value, and make sure shot upsells. Customer Journey Mapping. Why is Customer Journey Mapping so important?

Journey mapping 52

Journey mapping Customer advocacy Upselling Big data 52