CSM Practice

AUGUST 7, 2020

Offering a digital alternative to physical business events, Customer Success Executives Roundtable helps professionals to identify actionable solutions to their key challenges whether they’re working at home or in the office. Here are the key takeaways from the CS Roundtable discussion: How Vitalsource defined its customer journey map?

Journey mapping 52

Journey mapping Morale SaaS Education 52

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 85

Customer retention Journey mapping Benchmark SaaS 85

ChurnZero

SEPTEMBER 1, 2020

The reality is that virtual events will be the norm going forward, at least in the short term. Virtual events present uniquely flexible opportunities for Customer Success professionals to brush up on skills and to learn from peers, albeit from the safety of being behind a webcam. There is, however, a silver lining.

Journey mapping 98

Journey mapping SaaS Best practices Technology 98

SmartKarrot

JULY 24, 2020

Customer journey, when seen from a simplest viewpoint, is the series of events a customer goes through in various interactions they have with your business. A customer journey map is the visual representation of all these steps they take in their entire relationship with your business. Why use a Customer Journey Map?

Journey mapping 10

Journey mapping SaaS Upselling Analytics 10

Nicereply

MARCH 23, 2021

In creating a customer-centric business, journey mapping can be a great tool, but even the language we use to name the stages of the #CX journey should reflect the customer's point of view! You can often catch him on the road speaking at conferences, meetups, and events. Here, I explain how to approach it.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

ChurnZero

JULY 16, 2021

Today’s customers expect (and sometimes demand) a never-ending wheel of attraction, engagement, and retention after purchasing both the simplest and most complex of SaaS offerings. Consider what does it look like when a customer has transitioned to adoption or value realization, and then associate events with that.

Journey mapping 98

Journey mapping Accountability SaaS Education 98

Totango

JUNE 4, 2021

Use your customer journey map to plan events that trigger customized offers. For example, a B2C hotel chain might offer points to book rooms whereas a B2B SaaS company may offer a free month of service for an early renewal. Rewards will differ from B2B to B2C customers. Ask for Customer Feedback.

B2C 62

B2C Upselling Journey mapping B2B 62

Education Services Group

JULY 20, 2021

ME: Consider developing health scoring based on customer sentiment, engagement, and other key customer events. While this tends to be a more manual approach, CS tools can be leveraged to help put reporting and planning in place based off these steps and events.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

JustCall

MARCH 8, 2023

With specialties in customer journey mapping, the voice of the customer, and product marketing, Sue is a sought-after guest expert for publications, podcasts, webinars, and live events. Follow Sue on LinkedIn 7. Melinda’s contributions to CX make her a highly sought-after leader in the industry.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

ChurnZero

MAY 20, 2021

Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. But you end up turning your customer journey into an internal process map. We also tend to only correlate proactiveness with negative events. Traits: Product-market fit. $6M

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

CustomerSuccessBox

JULY 9, 2021

Customer journey maps are a tool to understand how people and companies buy your software. A customer journey is very specific to the physical experiences your customers have. Importance of Customer Journey in SaaS. In the SaaS business, the customer is the ultimate boss. Create your customer journey map.

SaaS 59

SaaS Journey mapping B2C B2B 59

Amity

JUNE 26, 2014

As a result, he observes models of other SaaS companies and actively engages with social media to assist in determining the best strategies for BMC clients. They’ve just started customer journey mapping. We’ve captured the majority of this Meetup but we aren’t doing the event justice. Looking to be a CSM at BMC?

Journey mapping 48

Journey mapping SaaS Scripts Sales 48

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Why Digital Client Relationships are Crucially Important for SaaS Businesses.

SaaS 106

SaaS Journey mapping B2B Feedback 106

ChurnZero

AUGUST 28, 2020

SaaS onboarding makes or breaks your customer retention. Another approach: segment first by markets and tiers, and then determine personas by customer journey phase. . Define and correlate key onboarding events to your customers’ success: Define your customers’ success in terms of technical success versus business success.

SaaS 59

SaaS Journey mapping Metrics Sales 59

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

Quadient

SEPTEMBER 7, 2022

Mapping Future Success with Aspire's Grid Filters. Quadient appears in the Leaders' quadrant for Communications Experience Platforms (CXP), Vendor-hosted SaaS CCM, and AnyPrem CCM Software on the Aspire Leaderboard for 2022, with the default vendor rankings in place. Customer Journey Mapping. Scott Draeger. Experience.

Journey mapping 52

Journey mapping Management SaaS CRM 52

Liveops

JANUARY 25, 2019

Brainstorm and lay out customer journeys with this free, no-frills canvas-making tool. Go deeper into customer journey mapping with software that not only identifies touchpoints but assigns individuals to be accountable for managing and improving metrics associated with each touchpoint. Canvanizer. Learn more: canvanizer.com.

Technology 82

Technology Customer Experience Journey mapping Enterprise 82

SmartKarrot

JUNE 10, 2020

Create a Customer Success Journey Map . A journey-map navigates a customer success process while dictating when your CS team should get involved with your customers? A recent survey conducted on SaaS companies shows that increment in retention rates by a few percentage points can result in profits increasing by over 25%.

Best practices 10

Best practices Journey mapping SaaS Metrics 10

SmartKarrot

DECEMBER 3, 2020

Focus on Customer Journey. Mapping your customer’s journey is not easy. Attend an event tailored for the community. Events and conferences are great opportunities to learn and network. Events will also help CSMs build their own personal brand and learn via future cooperation.

Management 10

Management Customer centricity Journey mapping SaaS 10

SmartKarrot

JANUARY 21, 2021

Applications – Customer Data Platform: This type of CDP offers profile management along with customer engaging applications ( customer journey mapping and marketing automation). Event-Stream Database : In an Event-Stream, you get to see a 180 degree opposite version.

CRM 10

CRM Journey mapping Marketing Multichannel 10