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

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. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Customer engagement can occur at any point in your customer journey where clients interact with your brand – before or after purchase. A low NPS tends to indicate low engagement.

SaaS 96

SaaS Upselling Metrics Journey mapping 96

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. Segment your customer database for personalized communications. Proactively guide customer growth.

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. What is Customer Journey Orchestration? Journey orchestration goes beyond traditional personalization techniques.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

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. Reward Customer Loyalty.

B2C 62

B2C Upselling Journey mapping B2B 62

Totango

MARCH 4, 2022

On the other hand, customers with a high NPS score may receive an automated upsell invitation as part of their renewal offer. These differences help make B2B customer success a distinct enterprise from B2B customer service. B2B Customer Success vs. B2B Customer Service. Commonalities between B2B Customer Service and Customer Success.

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

Totango

SEPTEMBER 17, 2021

Creates Upsell Opportunities. A free version of your product gives your sales team an opportunity to extend an upsell offer. This can help you refine your understanding of your customer journey map , helping you optimize your customer experience and sales process. What Are the Cons of a Freemium SaaS Model? Try it free.

SaaS 74

SaaS Best practices Upselling Journey mapping 74

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Customer experience journey map — pictorial representation of a customer’s thoughts and actions while shopping or using a product or service.

CRM 66

CRM Customer Care Customer Experience Customer advocacy 66

Totango

MARCH 26, 2021

Resources: The Customer Journey Map: An Ultimate Guide. Extend customers cross-sell and upsell offers. Use in-app messages, email and phone surveys to extend cross-sell and upsell offers. Build a reputation as a thought leader by sharing content that meets your audience’s needs. Conversion.

SaaS 66

SaaS Best practices Upselling Education 66

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. Cross-sell and upsell purchases.

Journey mapping 65

Journey mapping Upselling Metrics Customer retention 65

Nicereply

FEBRUARY 2, 2024

Current customer experience : The customer journey map for your business and key areas of improvement. Preferred content formats : How to present information in a manner that resonates with your audience, whether it’s through articles, videos, webinars, or other means.

Education 59

Education Accountability Customer retention Journey mapping 59

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Customer experience journey map — pictorial representation of a customer’s thoughts and actions while shopping or using a product or service.

CRM 59

CRM Customer Care Customer Experience Customer advocacy 59

Totango

OCTOBER 1, 2019

Being a customer-centered enterprise means acting as a trusted advisor and helping your customers get greater business value from your product. Customer journey optimization is a way of not only mapping the stages of customer progression but also identifying ways to add customer value along the way.

Enterprise 81

Enterprise Metrics Benchmark Upselling 81

Totango

JUNE 17, 2021

This information can indicate how actively an account is being used, which can, in turn, suggest actions such as intervening to promote more active usage or offering an upsell to encourage greater usage. Definitions, Uses and Success Tips appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth.

B2B 71

B2B Accountability Journey mapping Sales 71

Totango

AUGUST 14, 2020

Customer success means creating data-driven engagements that provide ongoing value to the customer and growth opportunities to the enterprise. Your customer is a long-term partner; the two of you are on a journey together. appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth.

Enterprise 76

Enterprise Feedback Upselling Accountability 76

Tethr

JULY 29, 2020

Your customers have already provided all of the insights you need and have given you feedback along their journey—you just have to learn to extract it. Using listening enterprise platforms like Tethr , organizations can gather intelligence from conversations and derive actionable insights in a timely manner.

Brand ambassadors 66

Brand ambassadors Upselling Advertising Sales 66

Totango

DECEMBER 28, 2020

It’s a head start that allows organizations to get right into the nitty gritty of real-time customer journey analytics and start building playbooks to tackle common customer scenarios. Identifies at-risk customers and upsell opportunities quickly. Presents detailed customer journey analytics and team impact.

Best practices 79

Best practices Upselling Analytics Technology 79

Totango

NOVEMBER 12, 2019

Offering customers a smooth transitional experience is an enterprise-wide effort. Also, this creates a detailed record in case customers return to the sales stage in the future, such as for expansion or an upsell opportunities. It requires clear and easy communication channels between sales and customer success.

Sales 60

Sales Enterprise Upselling Best practices 60

CSM Practice

OCTOBER 15, 2019

Resolving those problems result in increased renewal rate, increased adoption, and easier upsells. Customer-centric journey mapping. 3. Optimize Business Capabilities. Per TSIA benchmark study, company size is the most commonly used segmentation strategy. Well-crafted renewal processes for each segment.

Benchmark 40

Benchmark SaaS Journey mapping Analytics 40

SmartKarrot

NOVEMBER 11, 2020

Internet, Cable & Phone As a Vice President of Customer Success, you will define and optimize the customer lifecycle, applying customer journey mapping, and identifying standardized interventions for each point in the journey. Serve as the technical point of contact for new Enterprise and Professional account setups.

Enterprise 10

Enterprise Journey mapping Best practices Government 10

Totango

MARCH 16, 2021

B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping. How journeys differ for B2B and B2C customers. How to analyze your customer journey. Basics of Customer Journey Mapping. B2B vs. B2C Customer Journeys: Comparisons and Contrasts.

B2C 117

B2C B2B Journey mapping SaaS 117

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. Onboarding of new customers.

Best practices 102

Best practices SaaS Journey mapping B2C 102

Amity

OCTOBER 12, 2017

This model is designed to be used at any stage of your company from start-up to a full-blown enterprise. A large component of the customer journey is clearly laying out the proactive measures that your organization is prepared to take. Renewals and upsells. Customer onboarding. Customer health scoring. Internal account reviews.

Metrics 61

Metrics Upselling Journey mapping CRM 61

Amity

OCTOBER 12, 2017

This model is designed to be used at any stage of your company from start-up to a full-blown enterprise. A large component of the customer journey is clearly laying out the proactive measures that your organization is prepared to take. Renewals and upsells. Customer onboarding. Customer health scoring. Internal account reviews.

Metrics 49

Metrics Upselling Journey mapping CRM 49

SmartKarrot

MARCH 8, 2022

Annette Franz is the Founder and CEO of CX Journey Inc. With over 30 years in the industry, Annette is a professional coach, consultant, customer journey mapping facilitator, thought leader, and influencer. Bhavika Kochhar is an Enterprise Customer Success Manager, Americas, at Algonomy. Annette Franz. Bhavika Kochhar.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Lumoa

MARCH 12, 2023

Real-time insights into customer preferences and trends makes it easier to identify opportunities for cross-selling, upselling, and personalized promotions. Streamlined customer journey mapping. 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

MAY 6, 2022

You should consider pursuing value-adding engagements, such as offering upsells or inviting referrals. Tracking customer health scores in this way yields several benefits: Highlighting opportunities to increase revenue by reaching out to satisfied customers with upselling and referral offers. Helping you predict expansion.

Best practices 116

Best practices Metrics Upselling Journey mapping 116

SmartKarrot

JULY 30, 2020

Driving customer success goals that include increasing renewal rates, reducing churn, boosting cross-selling and upselling. Raising the lifetime value of the customers and encouraging brand advocacy Creating customer journey map Designing touchpoints framework for each milestone reached by the customer.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling Journey mapping 10

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. Upsell purchases. Examples include: Search engine queries and ads. Social media posts. Demonstration videos. FAQ searches.

SaaS 105

SaaS Journey mapping B2B Feedback 105

Pointillist

APRIL 17, 2019

In this post, I’ll review the pros and cons of six major categories: customer data platforms, business intelligence software, customer analytics tools, digital experience platforms, journey mapping tools, and customer journey analytics software. One of the core criteria for CDPs is that they’re a marketer-led technology.

Analytics 51

Analytics Journey mapping Multichannel Government 51

Totango

NOVEMBER 3, 2021

NPS surveys can also be scheduled to go out at certain time-based points in the customer’s journey. For example, you might schedule a survey to go out 30 days after a customer has completed onboarding to gauge their satisfaction or evaluate whether they’re ready for an upsell offer.

Best practices 96

Best practices Surveys Upselling Journey mapping 96

Totango

NOVEMBER 3, 2021

NPS surveys can also be scheduled to go out at certain time-based points in the customer’s journey. For example, you might schedule a survey to go out 30 days after a customer has completed onboarding to gauge their satisfaction or evaluate whether they’re ready for an upsell offer.

Best practices 95

Best practices Surveys Upselling Journey mapping 95

Totango

NOVEMBER 3, 2021

NPS surveys can also be scheduled to go out at certain time-based points in the customer’s journey. For example, you might schedule a survey to go out 30 days after a customer has completed onboarding to gauge their satisfaction or evaluate whether they’re ready for an upsell offer.

Best practices 93

Best practices Surveys Upselling Journey mapping 93

Totango

FEBRUARY 24, 2021

Data Availability from All Points on Your Customers’ Journey. Data relevant to customer success can come in from all points on your customer journey map , from onboarding and adoption to escalation and renewal. Look for a solution that supports the scale you’ll need to support your customers and grow your business.

Upselling 71

Upselling Journey mapping Analytics Accountability 71

JustCall

MARCH 6, 2023

What is Customer Journey Analytics? Customer journey analytics is the process of understanding how every customer interaction impacts a business. It often starts with a customer journey map. 10 Benefits of Customer Journey Analytics 1. What are some common features of customer journey analytics software?

Analytics 52

Analytics Journey mapping Metrics Feedback 52

Totango

MARCH 2, 2021

In the expansion stage, customers increase the value they receive from your brand by adopting advanced product features and making cross-sell and upsell purchases. Extending customized cross-sell and upsell offers to customers based on their purchase and usage history and needs. Make Each of Your Customer Journey Stages Count.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63