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? Trials of upsell products. Renewal of subscriptions.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

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 98

Journey mapping Best practices Consulting Consulting 98

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

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

Totango

AUGUST 9, 2022

Sales : Sales teams can use customer segmentation to group prospects and customers based on propensity to buy, potential transaction value and upsell opportunities. Success teams can also use segmentation to promote subscription renewal, spot upsell opportunities and analyze trends in customer product usage to better understand behavior.

Best practices 99

Best practices B2B Journey mapping Upselling 99

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

ChurnZero

JULY 14, 2021

Create Expansion Opportunities – One way to generate more revenue from your customer base is to make sure there is a clear path for upsell and cross-sell opportunities for your existing customers. To learn more about other SaaS terms and metrics you should be tracking today as a Customer Success professional check out our Churnopedia.

Journey mapping 98

Journey mapping Metrics Customer retention Upselling 98

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. Revenue Forecasting (Renewals, Expansion, Upsells, etc.). Not so much.

Metrics 98

Metrics Journey mapping SaaS Sales 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

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

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

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

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

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

CustomerSuccessBox

JUNE 17, 2022

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. Customer retention saves a SaaS firm from sinking. Put in place some well-defined parameters to analyze churn risks and plan strategies to improve retention over time.

Analytics 52

Analytics SaaS Journey mapping Metrics 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

OCTOBER 20, 2020

I wanted to share some tips on successfully transitioning from a services-based organization to a core Customer Success offering, with services as an upsell opportunity. You are looking for additional opportunities to upsell products and services and create a consistent and measurable experience for customers.

Journey mapping 52

Journey mapping Calibration Upselling Technical Support 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

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

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

Education Services Group

MAY 11, 2018

vCSMs help CS teams to scale their proven, human-centric strategy across larger or lower-value tiers without the expense and stress of hiring internal resources. take advantage of upsells and cross-sells. The five big ways vCSMs will supplement your CS team: Customer journey mapping and opportunity discovery.

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

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. Upsell purchases. How Digital Client Relationships Are Different.

SaaS 105

SaaS Journey mapping B2B Feedback 105

Totango

MARCH 16, 2021

B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping. How journeys differ for B2B and B2C customers. How to analyze your customer journey. Basics of Customer Journey Mapping. B2B vs. B2C Customer Journeys: Comparisons and Contrasts.

B2C 117

B2C B2B Journey mapping SaaS 117

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. By understanding customer needs, preferences, and behaviors, businesses can work to create and maintain customer engagement strategies that meet customer expectations. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. In the revenue-centric SaaS world, Amarachi strives to provide customers with the highest value at every step of their customer journey. Annette Franz is the Founder and CEO of CX Journey Inc.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

DECEMBER 22, 2020

Edtech companies now need to adapt to customer success strategies to give customers the best. Why does Edtech need Customer Success Strategies? Customer success in edtech requires a long-term strategy. Customer-centric strategies start, no team in place. The growing usage of customers needs to be met with.

Education 10

Education Customer centricity SaaS Journey mapping 10

SmartKarrot

AUGUST 2, 2023

Map Out Customer Journey – Customer journey mapping is not only a good way to develop a deeper understanding of your customers but also to analyze your CS team’s performance. You can utilize your customer mapping system to create a system for feedback for your CS team. NPS Benchmark: Target an NPS of 70 or above.

Benchmark 10

Benchmark Customer retention SaaS Customer centricity 10

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. CM strategy in the company could be decided into 6 components defined by Bob Hayes for CustomerThink. Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey."

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

SmartKarrot

JULY 30, 2020

Customer Success is the buzzword in the modern SaaS companies. Chief Customer Officer (CCO) is one of the emerging customer success titles in modern SaaS companies. Consider customer feedback to create strategies. CSMs need to approach customers for upselling and cross-selling. Well, it can be all of it. Wrapping Up.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling Journey mapping 10

Totango

MARCH 2, 2021

Then we’ll break down how you can deliver value at each of your customer journey stages to promote higher customer retention and brand advocacy at the end of the process. Mapping the Stages of Today’s Customer Journey. The SaaS business model has transformed contemporary understanding of customer journey stages.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

CustomerSuccessBox

JULY 22, 2022

In addition to highlighting the critical touch points from the CX, SaaS, and customer success perspectives, this blog will concentrate on best practices to assist you in optimizing them so you can quickly realize all the benefits. Additional Resource: 7 ways to optimize customer journey map. Customer Touchpoint Mapping.

SaaS 52

SaaS Journey mapping Self service Upselling 52

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. CM strategy in the company could be decided into 6 components defined by Bob Hayes for CustomerThink. Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey."

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

Babelforce

NOVEMBER 30, 2022

This is distinct from SaaS, which is more likely to be billed flexibly than ASP software. PaaS often provides an OS as well as infrastructure, but with fewer pre-built applications than a SaaS solution. Customer Journey Map (CJM). Automatic callback. Private Branch Exchange (PBX). Business practices and methodology.

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52

SmartKarrot

OCTOBER 26, 2022

This write-up highlights six best practices for efficient account management strategy to reap these advantages. Here is an explanation of the six account management best practices for B2B companies: Create consistent customer segments for upselling and cross-selling. 6 Account Management Best Practices for B2B Companies!

Best practices 11

Best practices B2B Accountability Management 11

ClientSuccess

OCTOBER 16, 2017

Marketers often must work directly with customers to capture success stories or develop upsell marketing campaigns. While there are often multiple focuses and objectives of B2B SaaS companies, customer success must be included among the top to survive and thrive. Ultimate Guide to SaaS Customer Success Metrics.

Customer centricity 41

Customer centricity B2B Journey mapping SaaS 41

SmartKarrot

OCTOBER 12, 2022

Customer account journey for B2B organizations can help with this. . The B2B customer experience is affected by various touchpoints throughout the customer account journey. When developing your customer service and marketing strategies, it is crucial to comprehend this complexity. This is a costly oversight.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

SmartKarrot

JUNE 10, 2020

Create a Customer Success Journey Map . A journey-map navigates a customer success process while dictating when your CS team should get involved with your customers? A recent survey conducted on SaaS companies shows that increment in retention rates by a few percentage points can result in profits increasing by over 25%.

Best practices 10

Best practices Journey mapping SaaS Metrics 10