Totango

NOVEMBER 5, 2021

Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey. Well, if you’re Aruba, you go digital.

Journey mapping 84

Journey mapping Accountability Marketing Metrics 84

JivoChat

NOVEMBER 22, 2021

Do you have a Software as Service (Saas) company and haven’t developed any marketing strategies yet? SaaS content marketing is an important part of conquering visibility and showing the importance of your service. . The importance of SaaS Content Marketing? 10 Saas Content Marketing strategies to implement.

SaaS 52

SaaS Marketing B2B Metrics 52

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. What Is a Customer Engagement Strategy? What Are the Benefits of Customer Engagement Strategies?

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

Totango

NOVEMBER 5, 2021

Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey. Well, if you’re Aruba, you go digital.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

Education Services Group

AUGUST 25, 2023

The post Is the SaaS business equivalent to “girl math”? You’re making money when you return laptops for refunds after laying people off – free money! My Tesla is basically free because I never have to pay for gas (credit to Stephen Colbert) Disclaimer : other than ego, no bros were injured during the writing and reading of this piece.

SaaS 52

SaaS Sales Journey mapping Feedback 52

Totango

MAY 6, 2021

We’ll discuss what customer retention means as a concept, as a strategy and as a metric. As a concept, in a SaaS context, it represents how successful a company is at getting customers to renew subscriptions or licenses. As a strategy, customer retention refers to the actions a company takes to proactively promote higher retention.

Customer retention 74

Customer retention Best practices Education Benchmark 74

ChurnZero

MAY 3, 2022

Start with: CSM Mastermind: Sharing Customer Feedback Effectively. Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals, customer journey maps, health scores, segmentation, QBRs and much more.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

ChurnZero

APRIL 8, 2020

Given these evident benefits, it’s easy to see why customer advocacy is a hot topic in the SaaS industry at the moment. . This places even more pressure on SaaS companies to retain their current customers and provide a product that delights users, and dramatically increases the need to build an army of customer advocates!

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

ClientSuccess

DECEMBER 20, 2018

While end-of-year planning is the perfect place to rethink game plans and ensure your strategy is in line with your company’s corporate goals , it’s also a time of opportunity and forward-thinking. Here are five customer success strategy stack pillars that will help take your customer success to world-class standards.

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. Customer Feedback. Choose Metrics that Emphasize Your Value. Not so much.

Metrics 98

Metrics Journey mapping SaaS Sales 98

CustomerSuccessBox

SEPTEMBER 7, 2021

Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 Future strategies are focused on aggregating customer data and incorporating AI to provide valuable and accurate insights on usage trends, potential churn, and growth opportunities. #3 8 Substantial Investment in Customer Journey Mapping.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. Why Optimizing Your SaaS Onboarding Matters. A Customer Onboarding Checklist for Successful CS Teams.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

CustomerSuccessBox

APRIL 12, 2022

The needs of customers are continuously evolving and with that, you as a business should also reshape your strategy to keep up with the trend and maintain the growth of your business. Here we have jotted down the essential strategies to be included in your Customer success checklist for the year 2022. Prescriptive Customer Success.

Journey mapping 52

Journey mapping Construction Sales SaaS 52

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 91

B2B Customer Service Interactive Voice Response B2C 91

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. It’s an exciting time to be in customer success. 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

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. In other words, with a Customer Success strategy. A customer success plan is a road map that your customer success team will follow to meet specific objectives. A well-thought-out strategy is only as effective as its execution.

Journey mapping 52

Journey mapping SaaS Upselling Accountability 52

ChurnZero

MAY 3, 2022

Start with: CSM Mastermind: Sharing Customer Feedback Effectively CSM Mastermind: Handling High-Risk Customers and Preventing Churn Moments of Truth (playlist): Focused, impactful CS advice from leaders. Delivering success… starts with the ability and knowledge of the individuals responsible for delivering it.”

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

Totango

JUNE 4, 2021

We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs. We’ll also show you how technology can help you automate your engagement strategy. You can apply this strategy to automated messages throughout your customer journey.

B2C 62

B2C Upselling Journey mapping B2B 62

CustomerSuccessBox

APRIL 19, 2022

Businesses are realizing the power of customer journey mapping to monitor customer experience performance and identify opportunities for improvement. Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes.

Metrics 52

Metrics Analytics SaaS Journey mapping 52

Education Services Group

JULY 10, 2019

An effective Customer Success strategy depends on buy-in from your channel partners as well. So in today’s SaaS-dominated B2B landscape, channel relationships are in need of an update. that’s where adopting a Customer Success strategy comes into play. Customer Success Strategies Across the Channel.

Journey mapping 40

Journey mapping Customer centricity SaaS Sales 40

ChurnZero

MARCH 11, 2020

From these discussions, we were able to gain incredible insights into the root causes of customer churn that informed our strategy from marketing and sales through product and service delivery. However, SaaS companies should also be taking advantage of the opportunity to learn from churned (and renewed) customers using similar techniques.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Best practices 102

Best practices SaaS Journey mapping B2C 102

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. Customer Engagement (Testimonials, Referrals, Feedback). Upcoming Webinar: Digital Customer Success Strategies to Drive User Adoption. Customer Success Around the Web.

Journey mapping 64

Journey mapping B2B SaaS Metrics 64

ClientSuccess

NOVEMBER 15, 2017

For larger companies or organizations in more mature markets or even global markets, customer lifecycle mapping can be a key differentiator from competitors in a crowded industry. Global organizations especially must pay attention to the Customer Journey Map and Customer Lifecycle Management. Why Is It Important? Blog Posts.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

CustomerSuccessBox

APRIL 6, 2022

Plan the detailed Customer Journey. Create a map of your customer’s journey map from several angles – Now that you’ve spoken with your customers, it’s time to figure out how to help them succeed with your product. Collect Feedback. Read : Customer Feedback Loop.

Customer centricity 52

Customer centricity Journey mapping Feedback Government 52

Education Services Group

JUNE 8, 2021

There are many reasons to utilize an MVP model to develop various Customer Success strategies in general, and we’ve talked before about how best to approach the MVP process when it comes to CS. Say we have a historically on-prem enterprise business transitioning to a SaaS model (it’s happening a lot!). Let’s look at an example.

Journey mapping 52

Journey mapping Best practices Enterprise SaaS 52

ChurnZero

OCTOBER 20, 2020

One of the best ways to identify the areas that can be standardized vs. the areas that needs to be customized per customer is going through a customer journey mapping with your team. Make sure to include all stakeholders in the journey mapping process. Customer Success offerings. . Customer Success Around the Web.

Journey mapping 52

Journey mapping Calibration Upselling Technical Support 52

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. Do you foresee a rise in the implementation of this strategy? Take back that time spend copying records over and let the CSMs focus more on that next set of action items.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

ChurnZero

MAY 20, 2021

Even for more tenured Customer Success organizations, it’s an ongoing challenge to maintain consistency and perspective in your strategies and processes – keeping the customer at the center of your bustling and expanding operations. As your strategies and processes change, make sure to involve your team. Traits: Product-market fit. $6M

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

ProProfs Blog

OCTOBER 30, 2021

This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you. What is Customer Feedback? Source: Broadly.

Feedback 143

Feedback Surveys Customer centricity Metrics 143

CustomerSuccessBox

MARCH 14, 2022

Surprisingly, those same SaaS executives routinely make bad decisions simply because they misinterpret their data. This course is for: If you work with customers and are interested in the topics of marketing, market research, sales, customer service, and strategy this course is for you. Customer | How To Manage Customer Feedback.

Journey mapping 52

Journey mapping Accountability Construction Management 52

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

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. Ask For Customer Feedback. At every step of the way, ask for customer feedback. Ultimate Guide to SaaS Customer Success Metrics.

Journey mapping 40

Journey mapping SaaS Feedback Sales 40

SmartKarrot

JANUARY 27, 2022

As a SaaS (Software as a Service) B2B business owner, your ultimate objective is to retain your existing customers, make your existing customers adopt your product, reduce the churn rate, and make your customers successful through customer success. Implementing communication strategies and plans will help users get the best from the product.

Education 19

Education Journey mapping SaaS B2B 19

ChurnZero

JUNE 27, 2023

The answer is simple: you need a digital-first strategy. In my view, an effective digital customer success strategy has four key steps involving: Customer data Customer segmentation Automation A customer journey map 1. This affects your customer segmentation strategy. They feel it’s not good or clean enough to use.

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

SmartKarrot

AUGUST 2, 2023

Utilize Data for a Better Feedback System No business process can get better without a feedback system and Customer Success is no exception. Your CS team must get feedback about their performance to get better at their work. Having a feedback system puts your team on track for continuous improvement.

Benchmark 10

Benchmark Customer retention SaaS Customer centricity 10

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. Customer satisfaction and feedback surveys. Subscription renewals.

SaaS 105

SaaS Journey mapping B2B Feedback 105