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.

Journey mapping 82

Journey mapping Accountability Customer retention Morale 82

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 110

Journey mapping Accountability Marketing Metrics 110

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 92

SaaS Best practices Journey mapping Customer advocacy 92

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. In this guide, we’ll lay out a seven-step customer success strategy you can use to promote winning outcomes for your clients: Prioritize a culture of customer success. Proactively guide customer growth.

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84

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

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

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.

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Journey mapping SaaS Healthcare Banking 52

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

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

B2B 115

B2B Journey mapping SaaS Engineering 115

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?

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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.

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Journey mapping Accountability Marketing Metrics 62

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.

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Journey mapping SaaS Metrics Engineering 52

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.

SaaS 52

SaaS Sales Journey mapping Feedback 52

CSM Practice

AUGUST 7, 2020

CSM Practice conducts Customer Success Executives Roundtable every third Tuesday of the month where you can connect and exchange strategies and tactical advice with your peers. The customer journey maps allow customer success managers to feel that they can lead the customer during their journey and become more proactive.

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Journey mapping Morale SaaS Education 81

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.

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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.

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Journey mapping SaaS Metrics Accountability 49

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.

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Journey mapping Best practices Consulting Consulting 98

CSM Practice

MARCH 8, 2021

What are the steps to achieve world-class Customer Success with End-to-End Strategy Design? How can you define the current situation of the company, uncover core challenges and opportunities, develop and execute customer success strategies best fit for your organization?

Journey mapping 52

Journey mapping Best practices Enterprise Customer retention 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. Crash Course in Customer Success and SaaS Metrics (with Dave Kellogg).

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!

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Customer advocacy Journey mapping SaaS Gamification 81

Education Services Group

JUNE 4, 2020

Identifying and testing new CS strategies. You can utilize incubation to try a new communication strategy on an established segment of your customers or to test new aspects of your CS framework as you build out. What phase of your customer journey map are you focusing on? Customers change. Their needs change.

Journey mapping 52

Journey mapping Construction Benchmark SaaS 52

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

CSM Practice

AUGUST 7, 2020

CSM Practice conducts Customer Success Executives Roundtable every third Tuesday of the month where you can connect and exchange strategies and tactical advice with your peers. 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

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.

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Journey mapping Construction Sales SaaS 52

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. Every B2B Saas company tracks its conversion rate. provide a way to measure the effectiveness of customer journey optimization.

Journey mapping 52

Journey mapping B2B SaaS Metrics 52

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. Choose Metrics that Emphasize Your Value. But Customer Success? Not so much.

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Metrics Journey mapping SaaS Sales 98

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?

Journey mapping 10

Journey mapping SaaS Upselling Analytics 10

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.

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Journey mapping Engineering SaaS Upselling 96

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

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.

Journey mapping 52

Journey mapping Best practices Consulting Consulting 52

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. 3 Strategies for Best-In-Class CSM Onboarding – Learn three areas to consider in order to ensure your team onboarding is effective. Customer Success Around the Web.

Journey mapping 98

Journey mapping Metrics Customer retention Upselling 98

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

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. A marketing analysis of the client’s target audience, marketing strategy, and competitors. Marketing strategy. An analysis of the client’s workflow. Internal workflow.

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B2B SaaS Journey mapping Sales 83

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

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

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?

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B2B Customer Service Interactive Voice Response B2C 91

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