Totango

AUGUST 23, 2022

Then, we’ll consider why B2B touchpoints are useful for customer success teams and why mapping them out is such a powerful strategy. Finally, we’ll offer some guidelines on how to structure your B2B customer journey map around key touchpoints and how to use technology to automate an effective touchpoint management strategy.

B2B 116

B2B Journey mapping SaaS Engineering 116

Totango

JUNE 24, 2022

While the challenges SaaS presents for customer success can be formidable, SaaS also offers some major advantages for software providers: The digital nature of SaaS means that providers can engage with clients digitally throughout their customer journey. Start with a SaaS Customer Journey Map. Onboarding of new customers.

Best practices 103

Best practices SaaS Journey mapping B2C 103

Infinity

SEPTEMBER 1, 2021

Refine your sales scripts – As Shakespeare once said, ‘all the world’s a stage’. For your agents, the script is their time to shine. could be a more persuasive upsell for a weary traveller than ‘would you like to upgrade to first class?’. For example, ‘would you like more legroom?’ Key takeaways. So, what have we learned?

Scripts 52

Scripts Upselling Journey mapping Analytics 52

Infinity

MARCH 14, 2022

Whether you want to perfect scripts or provide better customer journeys, call monitoring can have a significant impact on sales, operations and even marketing. It can pinpoint common frustrations that stall conversion and improve your scripts to deliver successful outcomes every time. It’s not just about the bottom-line either.

Scripts 40

Scripts Upselling Analytics Journey mapping 40

Babelforce

NOVEMBER 30, 2022

Call center script. A call center script is a written guide which informs the way in which call center agents deal with particular sales or customer service scenarios. Customer Journey Map (CJM). This can be achieved through excel, or with workforce management software with built in business intelligence tools.

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52

Pointillist

JULY 25, 2018

The questions below will help you define the scope of your customer journey analytics project: Will the project be confined to a single team, such as customer experience or marketing, or will other business functions use the platform? Is your organization already aware of specific pain points and friction in your customers’ journeys?

Analytics 93

Analytics Government APIs Metrics 93

Pointillist

JULY 25, 2018

The questions below will help you define the scope of your customer journey analytics project: Will the project be confined to a single team, such as customer experience or marketing, or will other business functions use the platform? Is your organization already aware of specific pain points and friction in your customers’ journeys?

Analytics 43

Analytics Metrics Government Journey mapping 43