Totango

SEPTEMBER 17, 2021

The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are. What Is the Freemium SaaS Model?

SaaS 74

SaaS Best practices Upselling Journey mapping 74

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 84

Journey mapping Accountability Marketing Metrics 84

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

ChurnZero

APRIL 18, 2024

Congratulations – you’re adopting a digital customer success strategy! 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. Older but valuable tactics can absolutely fit into your new digital strategy.

Journey mapping 52

Journey mapping SaaS Metrics Engineering 52

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

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. Eight Strategies to Keep More Customers. These include: Mapping your customer journey.

Customer retention 74

Customer retention Best practices Education Benchmark 74

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

MAY 3, 2022

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. Customer Experience Metrics Will Improve Your Company’s Performance.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

ChurnZero

JULY 14, 2021

This metric helps determine which customers are your most profitable and can be useful both pre-sale to focus on acquiring highly valuable customers but then also post-sale to make sure your Customer Success team is able to focus their efforts on retaining your customers with the strongest lifetime value. Customer Success Around the Web.

Journey mapping 98

Journey mapping Metrics Customer retention Upselling 98

CustomerSuccessBox

DECEMBER 17, 2021

And the “buyer journey” and the “customer lifecycle” are two main examples. A complete understanding will allow you to implement effective marketing and user optimization strategies. The effectiveness of this optimization process can be measured using metrics associated with the buyer’s life cycle.

Journey mapping 52

Journey mapping B2B SaaS Metrics 52

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

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. A Customer Onboarding Checklist for Successful CS Teams. What Is the Client Onboarding Process?

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. Taking care of KPIs.

Journey mapping 52

Journey mapping Construction Sales SaaS 52

ChurnZero

MAY 3, 2022

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. We’ll help you find your path to success.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

Totango

AUGUST 9, 2022

In a B2B context, a customer segmentation strategy typically aims to achieve several key objectives. Differentiating customer journeys : Customer journey maps outline the steps in your clients’ interactions with your brand and the actions you should take at each stage to promote a satisfying experience.

Best practices 99

Best practices B2B Journey mapping Upselling 99

CustomerSuccessBox

JUNE 17, 2022

It lets you go beyond those vanity metrics and tie the data back at every step of the customer journey. The purpose of churn analysis is to derive the insights from the customers who left your product to come back with the strategy to retain all those who would later on. Track and Measure Metrics and KPIs.

Analytics 52

Analytics SaaS Journey mapping Metrics 52

Education Services Group

FEBRUARY 26, 2020

This is nearly impossible without incorporating Digital Customer Success into your overall CS strategy. This can work if your product is super simple (think Spotify or Netflix), but in our experience, most products are just not that easy to navigate (especially in the B2B SaaS world). Keep up-to-date journey maps and workflows on hand.

Journey mapping 75

Journey mapping Metrics Marketing B2B 75

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. Global organizations especially must pay attention to the Customer Journey Map and Customer Lifecycle Management.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

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. Upcoming Webinar: Digital Customer Success Strategies to Drive User Adoption. Leverage digital email/in-app metrics as a way to track overall engagement 2.

Journey mapping 64

Journey mapping B2B SaaS Metrics 64

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

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

JustCall

MARCH 8, 2023

They are defining the future of CX through creative ideas, innovative approaches, and impactful strategies. Annette Franz Founder and CEO, CX Journey Inc. Star Hofer Chief Customer Officer, PartnerStack Star Hofer is an experienced customer success professional with over 18 years of SaaS implementations under her belt.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

ClientSuccess

JUNE 2, 2017

Customer success metrics that drive results and revenue. ? How to unite your entire company around customer success. ? How to build and align the customer journey map and experience. View last month’s webinar: The Ultimate Guide to Customer Success Metrics: Request the Recorded Webinar. Your Presenter.

Journey mapping 40

Journey mapping SaaS Metrics Best practices 40

ClientSuccess

APRIL 15, 2019

When one looks at the typical SaaS method of sales and customer success, there is a clear funnel in place. In the past few years as the traditional SaaS sales and marketing model has taken hold, customer churn has been the sole responsibility of customer success teams. Here are three ways SaaS companies can address customer churn: 1.

SaaS 50

SaaS Journey mapping Benchmark Sales 50

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? Any suggestions for how to automate outreach when adoption/usage metrics must be collected manually?

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

ClientSuccess

MARCH 27, 2018

Many times the process of defining the pre and post sales stages is part of building out a customer journey map or strategy. One of the key takeaways from Jeppsen’s approach is to define what you want the customer to experience along the journey before you define the stage names. Let’s dive into this a little deeper.

Journey mapping 40

Journey mapping Customer Experience Education Best practices 40

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. Mapping the Modern Customer Journey.

Journey mapping 65

Journey mapping Upselling Metrics Customer retention 65

CSM Practice

NOVEMBER 4, 2019

As SaaS companies mature, they are presented with bigger challenges that are associated with scaling. Mature SaaS companies are generally more concerned with the elements of scaling customer success. Their inquiries include the best approaches to: Operationalizing the customer journey. Segmentation Strategy.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

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. Suggested Read : 10 Customer Success KPIs every SaaS company should track.

Customer centricity 52

Customer centricity Journey mapping Feedback Government 52

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. Each renewal badge is an unfiltered mix of unique businesses at different levels, yet, a general renewal strategy is employed.

Benchmark 40

Benchmark SaaS Journey mapping Analytics 40

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. Strategies for determining and incorporating the right level of automation by segment. Sometimes, it gets sticky, and you have to move stuff.

Journey mapping 98

Journey mapping Accountability SaaS Education 98

ClientSuccess

DECEMBER 12, 2017

Reviewing an ended customer relationship is an opportunity to gather critical metrics and begin to set benchmarks. Step 3: Incorporate Findings Into Strategy Going Forward. Ultimate Guide to SaaS Customer Success Metrics. 5 Best Practices to Build a Customer Journey Map.

Journey mapping 40

Journey mapping Best practices Benchmark Metrics 40

Lumoa

FEBRUARY 9, 2023

Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Customer Effort Score (CES) Customer Effort Score (CES) is a customer experience metric used to measure customer effort and customer satisfaction. Customer churn is the opposite of retention.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Hero Digital

JUNE 19, 2019

Instead, it’s essential to use a cloud-based application to watch over your entire IT infrastructure, including SaaS applications. While most journey maps reveal a typical path a customer may take, journey analytics shows a multitude of routes across channels.

Customer Experience 62

Customer Experience Journey mapping Analytics Customer centricity 62

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. Ultimate Guide to SaaS Customer Success Metrics. Blogs: 5 Best Practices to Build a Customer Success Journey Map.

Journey mapping 40

Journey mapping SaaS Feedback Sales 40

ChurnZero

JUNE 27, 2023

The answer is simple: you need a digital-first strategy. A digital approach is key to improving business growth metrics such as net revenue retention (NRR) and gross revenue retention (GRR). This affects your customer segmentation strategy. Finally, a digital CS strategy isn’t only for long-tail customers.

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52