Totango

APRIL 2, 2019

It’s a journey that promises recurring value, and it’s your job to make sure that every step of the way leaves a positive impression on the customer. Through customer journey mapping. This is also a good time to add upsells to accounts that have high customer health scores. Customize Notifications and Health Scores.

Journey mapping 105

Journey mapping Upselling Accountability Feedback 105

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.

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84

Totango

AUGUST 18, 2022

Thus, in your customer journey map , onboarding fills in the gap between your customer’s conversion to a premium buyer and their adoption of your product into their daily workflow. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

ChurnZero

MAY 3, 2022

Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. The only problem is knowing where to start—so we’re here to help. We also love their bite-sized CS skills videos that tackle common challenges for CSMs.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

ChurnZero

JANUARY 6, 2022

Revenue Forecasting (Renewals, Expansion, Upsells, etc.). Many of the trends that are transforming Customer Success into a profit center are already underway. Customer Lifetime Value (CLV). Tactical Outcome-Based Metrics (Think: How “X” Impacts “Y”). Health Scores. Gross Revenue Retention (GRR).

Metrics 98

Metrics Journey mapping SaaS Sales 98

Totango

JUNE 4, 2021

By tying your cross-sell and upsell offers into your customers’ actual use of your product, you not only increase engagement, but you increase the attractiveness of your offers, helping boost your revenue. Use your customer journey map to plan events that trigger customized offers. Reward Customer Loyalty.

B2C 62

B2C Upselling Journey mapping B2B 62

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. Cross-sell and upsell purchases.

Journey mapping 65

Journey mapping Upselling Metrics Customer retention 65

Totango

MARCH 26, 2021

Resources: The Customer Journey Map: An Ultimate Guide. Extend customers cross-sell and upsell offers. Use in-app messages, email and phone surveys to extend cross-sell and upsell offers. Build a reputation as a thought leader by sharing content that meets your audience’s needs. Conversion.

SaaS 66

SaaS Best practices Upselling Education 66

GetFeedback

MAY 9, 2019

Customer insight: Customer data should be captured across the entire journey to identify trends, issues, and take action in real time. How do you launch a CX program? From this feedback, you can identify trends and opportunities to improve customer experience. The VoC is the heartbeat of any customer experience program.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Totango

JUNE 17, 2021

This information can indicate how actively an account is being used, which can, in turn, suggest actions such as intervening to promote more active usage or offering an upsell to encourage greater usage. Definitions, Uses and Success Tips appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth.

B2B 71

B2B Accountability Journey mapping Sales 71

SmartKarrot

OCTOBER 5, 2023

Account mining, or the practice of deepening relationships with existing customers to upsell or cross-sell, is the gold standard for sustained business growth. A detailed client profile can help spot upsell or cross-sell opportunities. The buyers profile assessment and mapping is a must. Dive deeper into the dynamic duo here.

Accountability 10

Accountability Upselling Journey mapping Feedback 10

Totango

DECEMBER 28, 2020

It’s a head start that allows organizations to get right into the nitty gritty of real-time customer journey analytics and start building playbooks to tackle common customer scenarios. Identifies at-risk customers and upsell opportunities quickly. Presents detailed customer journey analytics and team impact.

Best practices 79

Best practices Upselling Analytics Technology 79

SmartKarrot

MAY 6, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Chevin Fleet Solutions As a Director of Customer Success, you will optimize the CS mission, vision, and customer journey map with the VP of Customer Success & Support. Help foster a company-wide, customer-centric CSM-focused culture.

Journey mapping 19

Journey mapping Coaching Government Upselling 19

Totango

AUGUST 14, 2020

Your customer is a long-term partner; the two of you are on a journey together. Ideally, this long-term partnership will see your customer reach milestones with your help, expand their use of your product, and upsell or cross-sell in other ways. In these challenging times, you can’t afford to buy before you try.

Enterprise 76

Enterprise Feedback Upselling Accountability 76

OctopusTech

SEPTEMBER 9, 2023

They gather and analyze the data on the basis of customer trends, tastes and preferences, and their pattern of queries. These reports help in strategic planning, product development, and decision-making so that their clients always go with the competition by adapting to the changing marketing trends.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

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

SmartKarrot

MARCH 26, 2021

Role: Senior Manager / Director, Customer Success Location: Remote, Boston, MA, US Organization: MackeyRMS As a Senior Manager/Director of Customer Success, you will manage a team of CSMs as well as own accounts, including renewals and upsells. Develop a Trusted Advisor relationship with the customer’s users, champions, and exec sponsors.

Journey mapping 10

Journey mapping Customer advocacy Best practices Upselling 10

Totango

OCTOBER 22, 2019

Using health scores to determine which customers may need more attention and which ones benefit from upsells. . Tracking escalation trends. Monitoring important KPIs, such as license utilization, product usage, and adoption rates. . Paying close attention to any customer feedback. . Engaging with customers frequently. .

Best practices 49

Best practices Customer advocacy Upselling Accountability 49

SmartKarrot

DECEMBER 16, 2020

Develop listening points in customer journey map e.g., usage, satisfaction, and development opportunities, with standardized interventions for each point in the journey. Learn and maintain in-depth knowledge of NarrativeWave’s solution, industry trends, and the competitive landscape.

Journey mapping 10

Journey mapping Finance Upselling Coaching 10

Lumoa

MARCH 12, 2023

Real-time insights into customer preferences and trends makes it easier to identify opportunities for cross-selling, upselling, and personalized promotions. Streamlined customer journey mapping. Its features include survey creation, data analysis and reporting, customer journey mapping, and online reputation management.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

CustomerSuccessBox

DECEMBER 13, 2021

Here are some of the Customer Success trends in 2022 that will help you make sense of the incoming changes. If you are still unfamiliar, Customer Success is all about being proactive in reaching out to customers and improving their experience at every point in their customer journey. Customer Success trends in the year 2022.

Journey mapping 52

Journey mapping Customer advocacy Upselling Big data 52

CCNG

OCTOBER 19, 2022

Here are over 100 customer experience stats and trends for you to discover. Temkin, 2018) Just 34% of respondents report they have three or more years of experience developing end-to-end journey maps, and 83% report their organization struggles to use customer journey maps to identify and prioritize CX efforts.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey.” Most of customer journey maps focus solely on customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

SmartKarrot

AUGUST 2, 2023

This helps you understand customers’ expectations , their pains, emerging trends, and your CS team’s performance and areas for improvement as well. 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.

Benchmark 10

Benchmark Customer retention SaaS Customer centricity 10

Totango

NOVEMBER 3, 2021

It’s an opportunity to analyze your scores across your customer base to detect trends and correlations. NPS surveys can also be scheduled to go out at certain time-based points in the customer’s journey. You can define different follow-up actions based on where survey respondents fall in their NPS score range.

Best practices 96

Best practices Surveys Upselling Journey mapping 96

Totango

NOVEMBER 3, 2021

It’s an opportunity to analyze your scores across your customer base to detect trends and correlations. NPS surveys can also be scheduled to go out at certain time-based points in the customer’s journey. You can define different follow-up actions based on where survey respondents fall in their NPS score range.

Best practices 95

Best practices Surveys Upselling Journey mapping 95

Totango

NOVEMBER 3, 2021

It’s an opportunity to analyze your scores across your customer base to detect trends and correlations. NPS surveys can also be scheduled to go out at certain time-based points in the customer’s journey. You can define different follow-up actions based on where survey respondents fall in their NPS score range.

Best practices 93

Best practices Surveys Upselling Journey mapping 93

JustCall

MARCH 6, 2023

What is Customer Journey Analytics? Customer journey analytics is the process of understanding how every customer interaction impacts a business. It often starts with a customer journey map. 10 Benefits of Customer Journey Analytics 1.

Analytics 52

Analytics Journey mapping Metrics Feedback 52

Totango

FEBRUARY 24, 2021

Data Availability from All Points on Your Customers’ Journey. Data relevant to customer success can come in from all points on your customer journey map , from onboarding and adoption to escalation and renewal. Look for a solution that supports the scale you’ll need to support your customers and grow your business.

Upselling 71

Upselling Journey mapping Analytics Accountability 71

Totango

MARCH 2, 2021

In the expansion stage, customers increase the value they receive from your brand by adopting advanced product features and making cross-sell and upsell purchases. Extending customized cross-sell and upsell offers to customers based on their purchase and usage history and needs. Make Each of Your Customer Journey Stages Count.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

Pointillist

APRIL 17, 2019

In this post, I’ll review the pros and cons of six major categories: customer data platforms, business intelligence software, customer analytics tools, digital experience platforms, journey mapping tools, and customer journey analytics software. What is Journey Mapping? What are Customer Analytics Tools?

Analytics 51

Analytics Journey mapping Multichannel Government 51

Infinity

MARCH 14, 2022

It allows you to enhance the quality of your calls and deflect low-value ones by tracking keywords and conversational trends. Are there any pitfalls in the customer journey that prevents someone making a purchase? You can read more about customer journey mapping here. It’s not just about the bottom-line either.

Scripts 40

Scripts Upselling Analytics Journey mapping 40

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey." For more information, check " What is the customer journey and why does it matter to your business " by SurveyMonkey.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey." For more information, check " What is the customer journey and why does it matter to your business " by SurveyMonkey.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. So VoC managers conduct numerous analyses to prove the connection between customer feedback and revenue trends.

B2B 62

B2B Feedback B2C Enterprise 62

Education Services Group

JULY 28, 2019

Segmentation drives how you engage with customers, who is working with them, how you create customer journey maps, and how your customers are being marketed to — appropriately segmenting them is critical to fostering Customer Success and more broad business success. Approaches to Segmenting Your Customers.

Accountability 40

Accountability Journey mapping Marketing Upselling 40

Babelforce

NOVEMBER 30, 2022

As distinct from the daily/weekly/monthly reports used to measure wider performance trends, an interval report allows you to measure specific KPIs and general performance at a specific time of day (e.g. Customer Journey Map (CJM). lunchtime). Call Transfer Rate (CTR).

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52