Quadient

APRIL 24, 2016

Customer Journey Mapping: A brand's GPS to loyalty and advocacy. Don’t assume a customer journey is a linear path. Customers don’t see the journey: they just want to purchase a product or service from your company; get their product repaired as quickly as possible or get an answer to their question in a short amount of time.

Journey mapping 52

Journey mapping SaaS Healthcare Banking 52

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Customer service. Tech support.

B2B 116

B2B Journey mapping SaaS Engineering 116

CSM Practice

AUGUST 7, 2020

This session featured VitalSource, a leading education technology solutions provider led by William Chesser, VP for Customer Success, and Shanna Daniel, Manager for Partner Success Teams. The customer journey maps allow customer success managers to feel that they can lead the customer during their journey and become more proactive.

Journey mapping 81

Journey mapping Morale SaaS Education 81

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? Additional courses by Practical CSM: Business Fundamentals for Customer Success Managers.

Journey mapping 98

Journey mapping Best practices Consulting Consulting 98

Quadient

SEPTEMBER 16, 2022

This one: Customer Journey Mapping: A brand's GPS to loyalty and advocacy was written back in 2016 by Laurent Ghio, Quadient’s first Certified Customer Experience Professional. To access, simply visit check this link: The Forrester Wave™: Journey Mapping Platforms, Q2 2022. How far has it come?

Journey mapping 52

Journey mapping SaaS Marketing Analytics 52

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. A customer engagement strategy is an action plan for promoting active client use of your SaaS product. Use a customer journey map to structure your client engagement plan and identify success outcomes and best practices for each stage of engagement.

Journey mapping 77

Journey mapping SaaS Enterprise B2B 77

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

ChurnZero

APRIL 1, 2024

AI is changing just about everything within the SaaS and technology space. What was once time-consuming and tedious is becoming streamlined and automated, with customer success teams better able to manage their customers proactively. AI is here to stay and it will continue to make the lives of CSMs easier as it matures.

Journey mapping 76

Journey mapping Feedback SaaS Surveys 76

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 93

SaaS Best practices Journey mapping Customer advocacy 93

CustomerSuccessBox

DECEMBER 17, 2021

Every B2B Saas company tracks its conversion rate. Improving this key metric is fundamentally about optimizing your site and improving the buyer’s journey on the site. Onboarding – With B2B SaaS Onboarding becomes an important aspect of the customer lifecycle. Lifecycle and buyer journey maps are active documents.

Journey mapping 52

Journey mapping B2B SaaS Metrics 52

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. 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.

Journey mapping 111

Journey mapping Accountability Marketing Metrics 111

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. The term is borrowed from human resources management. Assigning account managers.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

CSM Practice

AUGUST 7, 2020

This session featured VitalSource, a leading education technology solutions provider led by William Chesser, VP for Customer Success, and Shanna Daniel, Manager for Partner Success Teams. The customer journey maps allow customer success managers to feel that they can lead the customer during their journey and become more proactive.

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. You can then send content to that customer segment providing advice on how to manage their team’s use of your app.

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

ChurnZero

MAY 3, 2022

Customer Success managers are beginning to realize there is no ‘easy’ button,” says the SuccessCOACHING team, the training arm of SuccessHACKER. Crash Course in Customer Success and SaaS Metrics (with Dave Kellogg). Start with: Becoming Customer-Centric (playlist) : How to champion CS within your organization.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

CustomerSuccessBox

SEPTEMBER 7, 2021

Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 Though personalization is an important factor, automation wherever possible makes it easy for the Customer Success Managers and the CS team. We also noticed that LinkedIn listed Customer Success Manager as the third most promising job for 2018.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

ChurnZero

APRIL 18, 2024

Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. Resources to dig deeper: 8 SaaS Onboarding Best Practices , How to Streamline Onboarding to Reduce Churn (webinar). So, now what?

Journey mapping 52

Journey mapping SaaS Metrics Engineering 52

ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. Whether Customer Success should own the renewal and/or expansion is a debated, and nuanced, topic in SaaS. The SaaS world is increasingly recognizing Customer Success as an essential function to the business. But Customer Success? Not so much.

Metrics 98

Metrics Journey mapping SaaS Sales 98

ClientSuccess

NOVEMBER 15, 2017

For large enterprise or companies with a global reach, understanding the customer experience can take on a new life of its own—one that hinges fully on visible data and metrics across the entire customer journey. What Is Customer Lifecycle Management? How To Get Started With Customer Lifecycle Management.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? Additional courses by Practical CSM: Business Fundamentals for Customer Success Managers.

Journey mapping 52

Journey mapping Best practices Consulting Consulting 52

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. 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.

Journey mapping 85

Journey mapping Accountability Marketing Metrics 85

Quadient

JULY 21, 2022

Customer Experience Management Maturity. Dit vereist dat klantencommunicatie en digitale interacties uit een gecentraliseerde strategie voor customer experience management (CXM) komen, op basis van een compleet inzicht in wat klanten denken, voelen en zich gedragen. j.shah-thiel. Thu, 07/21/2022 - 14:48. Introductie.

Customer Experience 40

Customer Experience Management Journey mapping APIs 40

CustomerSuccessBox

APRIL 12, 2022

Customer journey mapping is the best way of understanding the customer journey as a whole. Throughout the customer journey, there are various touchpoints and with the smart technology and data-driven comprehensive, these insights are easily available. Additional Reads- 7 Best practices for a Customer Journey Map!

Journey mapping 52

Journey mapping Construction Sales SaaS 52

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. “I’m calling it now,” says CS management coach Ryan Johansen. Hiring and teams will continue to grow at a steady pace.”

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

ClientSuccess

AUGUST 28, 2020

Now that we’ve spent months in this ongoing crisis and, unfortunately, know how this kind of situation can impact a customer success team (and a larger SaaS organization in general) down the road , customer success teams can take these new insights to build a strategic plan for crisis management. Toolkit: Churn Management Toolkit .

Journey mapping 95

Journey mapping SaaS Accountability Management 95

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

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. 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.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

Totango

AUGUST 9, 2022

Customer success management : Customer success teams can use segmentation to customize automated and manual support for specific customer groups and individuals. Segmentation lets you customize journey maps for different customer segments for more personalized and enjoyable experiences.

Best practices 100

Best practices B2B Journey mapping Upselling 100

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. It can be a tremendous task to build a customer success plan when you hire your first Customer Success Manager. A customer success plan is a road map that your customer success team will follow to meet specific objectives.

Journey mapping 52

Journey mapping SaaS Upselling Accountability 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 92

B2B Customer Service Interactive Voice Response B2C 92

CSM Magazine

MAY 30, 2016

The reasons to embrace Customer Experience Management can be various, but the common truth is that businesses now find it hard to resist jumping on the bandwagon too as the age of the customer is finally and irrevocably here. But should you actually hire CX managers from the start? Most probably not. More cost-cutting points?

Customer Experience 64

Customer Experience Management CRM Journey mapping 64

ChurnZero

MAY 3, 2022

Customer Success managers are beginning to realize there is no ‘easy’ button,” says the SuccessCOACHING team, the training arm of SuccessHACKER. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 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 103

Best practices SaaS Journey mapping B2C 103

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

CustomerSuccessBox

JUNE 17, 2022

It, ultimately, helps customer success managers to drive product adoption among the users. It lets you go beyond those vanity metrics and tie the data back at every step of the customer journey. Suggested Read : What role can Customer Success Manager play in product management? Why is it not easier to predict churn?

Analytics 52

Analytics SaaS Journey mapping Metrics 52

ChurnZero

SEPTEMBER 1, 2020

This virtual event seeks to bring together everyone from Customer Success practitioners and leaders to SaaS-savvy folks. The event is ideal for leaders responsible for Customer Success strategy, funding, and monetizing the CS function, as well as for those managing a team of Customer Success Managers (CSMs).

Journey mapping 98

Journey mapping SaaS Best practices Technology 98

Education Services Group

JULY 21, 2022

We’re managing a portfolio of over 13,000 customers globally and we don’t have dedicated CSMs. So, we have a swarm CSM model, and we have eight CSMs managing that install base of 13,000 customers. And we walked them through what we do today from a customer lifecycle management perspective. How can we scale it?

Journey mapping 52

Journey mapping Chief Customer Officer SaaS Management 52