Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

SaaS 94

SaaS Journey mapping Best practices Customer advocacy 94

Lumoa

MARCH 12, 2023

Streamlined customer journey mapping. Having one centralized place where all customer data is tracked makes it easier to identify gaps and see how the customer journey develops. Its features include survey creation, data analysis and reporting, customer journey mapping, and online reputation management.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

Totango

FEBRUARY 10, 2021

Set success goals for each stage of your customer journey map. Set Success Goals for Each Stage of Your Customer Journey Map. A great way to do this is to create a customer journey map. One is to survey customers occasionally about how likely they are to promote you to a friend or colleague.

Customer retention 86

Customer retention Journey mapping Benchmark SaaS 86

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. What’s an auto QBR?

Journey mapping 112

Journey mapping Accountability Marketing Metrics 112

Totango

MAY 6, 2022

Customer health score is one of the fastest and easiest ways to assess whether your SaaS customers are satisfied with your product and brand. Customer satisfaction : What kind of feedback are customers giving through metrics such as NPS and CSAT survey scores? Here we’ll cover what you need to know about customer health scores.

Best practices 118

Best practices Metrics Upselling Journey mapping 118

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. What’s an auto QBR?

Journey mapping 86

Journey mapping Accountability Marketing Metrics 86

Totango

MARCH 4, 2022

In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. Finally, we’ll explore what B2B customer service and customer success have in common and why you need them to work together to achieve winning SaaS business results. What is B2B Customer Service?

B2B 93

B2B Customer Service Interactive Voice Response B2C 93

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. On the other hand, economic headwinds continue to constrain CS budgets and headcounts.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 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. What’s an auto QBR?

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

Totango

JUNE 4, 2021

Or if a customer has not used an important feature yet, you can remind them about it with in-product messaging or by providing an NPS survey. Use your customer journey map to plan events that trigger customized offers. Cater Promotions to Client Needs. Rewards will differ from B2B to B2C customers. Ask for Customer Feedback.

B2C 62

B2C Upselling Journey mapping B2B 62

Liveops

JANUARY 25, 2019

While a good number of the solutions we’ve included here are designed for enterprise organizations, we made sure to feature many resources companies of any size can use to nurture and grow their audiences. See “the big picture” of your brand’s customer experience with an enterprise-level CX and NPS optimization toolset. Canvanizer.

Technology 82

Technology Customer Experience Journey mapping Enterprise 82

Totango

MARCH 26, 2021

In today’s cloud-based environment, SaaS business models have increased awareness of how the pre-sales and post-sales phases form a unified experience from the customer’s perspective. Onboarding: your new customer takes their first steps towards becoming an active user deriving practical value from your SaaS product. Conversion.

SaaS 66

SaaS Best practices Upselling Education 66

Education Services Group

JULY 20, 2021

We tried sending out a Customer Satisfaction Survey to our clients and would like to know some strategies to get higher number of responses. The survey has built in feature that indicates if the client opened the survey or not and seems many do not open. It’s worth it.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

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?” Say we have a historically on-prem enterprise business transitioning to a SaaS model (it’s happening a lot!). The answer is yes! Let’s look at an example.

Journey mapping 52

Journey mapping Best practices Enterprise SaaS 52

Totango

MARCH 2, 2021

Then we’ll break down how you can deliver value at each of your customer journey stages to promote higher customer retention and brand advocacy at the end of the process. Mapping the Stages of Today’s Customer Journey. The SaaS business model has transformed contemporary understanding of customer journey stages.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

Totango

MAY 6, 2021

As a concept, in a SaaS context, it represents how successful a company is at getting customers to renew subscriptions or licenses. Map Your Customer Journey. The foundation of an effective retention strategy is a customer journey map. Highlight Your Value Proposition throughout Your Customer Journey.

Customer retention 74

Customer retention Best practices Education Benchmark 74

CSM Practice

NOVEMBER 4, 2019

As SaaS companies mature, they are presented with bigger challenges that are associated with scaling. Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community. Their inquiries include the best approaches to: Operationalizing the customer journey.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

CSM Practice

OCTOBER 15, 2019

A steady stream of recurring revenue is essential for any SaaS company. Optimizing the renewal process is the solution to stabilizing and maintaining the recurring revenue streams from SaaS clients. Customer-centric journey mapping. It forms the basis for the company’s profitability and valuation.

Benchmark 40

Benchmark SaaS Journey mapping Analytics 40

CSM Magazine

MAY 30, 2016

marketing automation (think customer journey mapping and personalized content marketing). voice of the customer’ programs (proactive monitoring of customer feedback across touchpoints plus regular customer satisfaction surveys). ERP and other relevant enterprise systems that can supply data on customer interactions.

Customer Experience 64

Customer Experience Management CRM Journey mapping 64

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

OCTOBER 12, 2022

It is obvious that your enterprise’s greatest asset is its customer base. What is a customer account journey? A customer account journey is a sum of interactions that take place with a customer account within an enterprise. To map the client journey, you must first comprehend the B2B customer account journey.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

SmartKarrot

JULY 30, 2020

Customer Success is the buzzword in the modern SaaS companies. Chief Customer Officer (CCO) is one of the emerging customer success titles in modern SaaS companies. But when you apply for a SaaS product company, then be prepared for more technical rounds. An industry wide survey on some of the commonly used titles for CSM.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling Journey mapping 10