Customer Journey Mapping for SaaS Companies
GetFeedback
AUGUST 26, 2020
An overview of the customer journey map for SaaS companies, why it's important, and how it's executed.
Defining the Stages of the Customer Journey Map: Service
Education Services Group
JUNE 20, 2023
Continuing our series investigating all the stages of a customer journey map, I’m diving into everything that makes (or breaks) this chapter of the CX story. When SaaS (and, by extension, XaaS) came along, businesses had to start thinking differently about how they were acquiring and serving their customer bases.
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Lost in the maze? Simplify your customer journey map with these five tips
ChurnZero
JULY 6, 2023
As a customer success leader, I’ve seen time and time again companies over-engineer or altogether skip the most foundational step in building a great customer experience—and that is mapping the customer journey. In one of many similar instances, I was helping a SaaS company get to the root of its high customer churn.
Mapping Your SaaS Customer Journey in Seven Steps
Totango
FEBRUARY 23, 2022
Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important. What Is a SaaS Customer Journey?
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7 Best practices for a Customer Journey Map!
CustomerSuccessBox
MARCH 17, 2022
A customer journey map can help with this. Read further to know in detail about the best practices that you should follow for building an effective Customer Journey Map. What is a Customer Journey Map? Suggested Read : The Ultimate Guide on Customer Journey Mapping. Yes, but it is tough!
QBR in SaaS: Is the traditional QBR dead?
Totango
SEPTEMBER 1, 2022
Why Your QBR SaaS Model Needs an AI Makeover. Quarterly business reviews (QBRs)[LINK] have become a standard practice for software providers, but today’s QBR SaaS model is rapidly transforming. Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices.
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4 Steps to Mapping Your Customer’s SaaS Journey
ClientSuccess
AUGUST 18, 2020
This is where the customer journey map comes into play. In the new SaaS-based economy, customer journey maps are built to help customers reach their goals and to show value. Thus, the customer SaaS journey – while varied from industry to industry – widely remains the same. Stage 3: Renew.
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Top 6 Tips for a Successful SaaS Customer Engagement Strategy
Totango
AUGUST 25, 2022
Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. Next, we’ll share six keys to effective SaaS customer engagement.
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How to Create a Customer Journey Map and Improve CX
aircall
MARCH 27, 2017
This article is part two of a series on customer journey mapping. This second one explains how to plot a successful customer journey map and how to use it to your business’ and your customers’ advantage. Your customer journey map will be rooted in your customers’ actions, behaviors, challenges, and needs.
Customer Journey Mapping: A brand's GPS to loyalty and advocacy
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.
Should You Use a Freemium SaaS Model to Sell Your App?
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?
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Guest Post: 5 Reasons Why Customer Experience is the Pulse of Every Business
ShepHyken
AUGUST 27, 2021
This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. Jafar Sadhik is a passionate digital marketer possessing 6+ years of writing experience and sound knowledge in the fields like SaaS tools, data management, finance management, etc. .
Complete guide about SaaS Content Marketing
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.
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Is the SaaS business equivalent to “girl math”?
Education Services Group
AUGUST 25, 2023
The post Is the SaaS business equivalent to “girl math”? 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. appeared first on ESG.
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B2B Customer Journey Touchpoints CS Teams Need To Plan For
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. Making upsell offers.
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"Follow the Leader", Featuring Jeannie Walters
Call Center Weekly
JANUARY 10, 2018
How does the SaaS customer experience differ from traditional business models? Any customer experience has some of the same steps in the journey. The SaaS customer journey leans heavily on the customer to understand the product before buying, and that's why trial periods are so popular.
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When the Journey is the Destination, Quadient is a Leader
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?
Top Customer Engagement Tips for Retaining Executive Stakeholders
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.
Customer Success Executives Roundtable: Customer Lifecycle Journey
CSM Practice
AUGUST 7, 2020
The customer journey mapping helps improve the customer success team’s morale, reduce employee turnover, reduce fire fighting reactive mode, resolve business process issues, and improve customer data challenges. Here are the key takeaways from the CS Roundtable discussion: How Vitalsource defined its customer journey map?
Top LinkedIn Learning Courses for Customer Success
ChurnZero
FEBRUARY 9, 2021
Customer Experience: Journey Mapping. Course Description: If you strive for a customer-centric culture, you have to understand the customer’s journey—every step of the way. Customer journey mapping is a powerful way to find pain points and opportunities in your customer experience. Level: Intermediate.
How Online Communities Create Customer Advocacy and Retention
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!
Guest Post: How to Use the Customer Journey to Create an Engaging Affiliate Marketing Strategy
ShepHyken
FEBRUARY 26, 2021
Affiliates and Customer Journey. A deeper understanding of individual customer journey maps can help companies know what to promote or not. Making sure that affiliates are matched to each stage in the customer journey will help. Good content works best in every stage of the customer journey.
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Three effective strategies for improving customer onboarding with AI
ChurnZero
APRIL 1, 2024
AI is changing just about everything within the SaaS and technology space. It’s easier than ever before to map out effective customer journeys with au tomated milestones and tasks. Onboarding is an essential part of any customer journey map, and sets the tone for the rest of the customer journey.
Customer Journey Map: All You Need to Know
SmartKarrot
JULY 24, 2020
A customer journey map is the visual representation of all these steps they take in their entire relationship with your business. To run a successful SaaS business, it is most important to understand your customers. A customer journey map helps you do all that. Why use a Customer Journey Map?
7 Step Customer Success Strategy for Higher Lead Conversion and Customer Retention
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.
Digital customer engagement: how to balance one-to-one and digital interaction
ChurnZero
APRIL 18, 2024
Resources to dig deeper: 8 SaaS Onboarding Best Practices , How to Streamline Onboarding to Reduce Churn (webinar). 2: Customer journeys Analog / High-touch: Align metrics with account health by tracking performance through customer milestones. Digital: Set up consistent journey metrics (e.g.
Buyer Journey vs Customer Lifecycle: a Comprehensive Guide
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.
The Ultimate Client Onboarding Checklist for CS Teams
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.
Key Insights to Guide your CS Strategy in 2022
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.
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Q&A with Aruba: How We Scaled Our Customer Engagement Strategy
Totango
NOVEMBER 5, 2021
Also, something that makes our team unique is that we have a team of about four or five people who focus on the journey map and the lifecycle management of the customer. So, that team is kind of like the architect who designs the journey for the customer. What may work for SaaS, may not work for another industry.
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What are the best Customer Success YouTube channels? Start with our top five.
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. Crash Course in Customer Success and SaaS Metrics (with Dave Kellogg).
Top 10 trends shaping the future of Customer Success in 2021
CustomerSuccessBox
SEPTEMBER 7, 2021
Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 8 Substantial Investment in Customer Journey Mapping. Throughout the customer journey, there are various touchpoints and with the smart technology and data-driven comprehensive, these insights are easily available. 9 CX and UX will Make the Cut.
Customer Success Executives Roundtable: Customer Lifecycle Journey
CSM Practice
AUGUST 7, 2020
The customer journey mapping helps improve the customer success team’s morale, reduce employee turnover, reduce fire fighting reactive mode, resolve business process issues, and improve customer data challenges. Here are the key takeaways from the CS Roundtable discussion: How Vitalsource defined its customer journey map?
How to Transform Customer Success Into a Profit Center with Metrics and Forecasting
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.
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Customer Success Checklist for 2022
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!
Top LinkedIn Learning Courses for Customer Success
ChurnZero
FEBRUARY 9, 2021
Customer Experience: Journey Mapping. Course Description: If you strive for a customer-centric culture, you have to understand the customer’s journey—every step of the way. Customer journey mapping is a powerful way to find pain points and opportunities in your customer experience. Level: Intermediate.
Q&A with Aruba: How We Scaled Our Customer Engagement Strategy
Totango
NOVEMBER 5, 2021
Also, something that makes our team unique is that we have a team of about four or five people who focus on the journey map and the lifecycle management of the customer. So, that team is kind of like the architect who designs the journey for the customer. What may work for SaaS, may not work for another industry.
What is Customer Lifetime Value and How to Calculate It
ChurnZero
JULY 14, 2021
To learn more about other SaaS terms and metrics you should be tracking today as a Customer Success professional check out our Churnopedia. How to Create an Effective Customer Journey Map – Find out how to map out your customer’s journey using these examples and templates. . Customer Success Around the Web.
B2B Customer Segmentation: Six Best Practices
Totango
AUGUST 9, 2022
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. Segmentation lets you customize journey maps for different customer segments for more personalized and enjoyable experiences.
Why is customer journey analytics imperative for your business? How to analyze customer journey metrics?
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.
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The top 2024 customer success trends predicted by industry experts
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. On the other hand, economic headwinds continue to constrain CS budgets and headcounts.
Q&A with Aruba: How We Scaled Our Customer Engagement Strategy
Totango
NOVEMBER 5, 2021
Also, something that makes our team unique is that we have a team of about four or five people who focus on the journey map and the lifecycle management of the customer. So, that team is kind of like the architect who designs the journey for the customer. What may work for SaaS, may not work for another industry.
How to Craft the Best Client Onboarding Questionnaire
Totango
AUGUST 5, 2022
In general, for B2B clients in the SaaS industry, a client onboarding questionnaire may probe into areas such as: Preferred contact personnel and information. Using a client onboarding questionnaire offers numerous advantages, particularly for companies in the B2B SaaS industry. Why Create a Client Onboarding Questionnaire?
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Customer Churn Software: Can You Improve Customer Relationships During a Crisis?
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.
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