Retently

OCTOBER 1, 2018

We believe that happens because not enough businesses use a customer journey map to keep track of clients’ desires, needs, and behaviors – basically the kind of information that can help you prevent high customer churn rates. What Is the Customer Journey? What Is a Customer Journey Map?

Customer Journeys 107

Customer Journeys Touchpoint Social Media CEM 107

Education Services Group

FEBRUARY 8, 2022

Over the years, we’ve helped many of our clients build customer journey maps as part of our Customer Success as a Service® business model. I want to give you an inside look at what makes journey mapping the ESG way so special. Because we get asked about our customer journey mapping workshops a lot.

Customer Journeys 52

Customer Journeys Exercises Customer Success Customer Satisfaction 52

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.

Customer Journeys 118

Customer Journeys Touchpoint B2B Social Media 118

ChurnZero

SEPTEMBER 20, 2024

As a customer success leader, it’s your job to construct the best team model with the CSMs you have. Sales machine. Given that customer success is a newer discipline, many of your CSMs probably came from a different team, specialty, or industry entirely. Project manager extraordinaire. Marketing master.

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Customer Success Customer Journeys How To Exercises 52

ECXO

APRIL 28, 2021

Customer Success – Sowing the Seeds for Mutual Growth. While the role of customer success is not new, it has rapidly become mainstream as companies now recognize its contribution to business growth. According to Jason Lemkin, “Customer success is where 90% of the revenue is”. Share on whatsapp.

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Customer Success B2C Customer Journeys B2B 290

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. You and your partner need to know what success looks like before they launch.

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Customer Success Contact Center Average Handle Time Touchpoint 177

Totango

AUGUST 13, 2024

But making it work demands a balancing act of two core things: supporting customer outcomes and empowering the internal CS team with business-critical insights. In particular, you need to arm your customer success team with razor-sharp processes and cutting-edge tools that optimize long-term customer value throughout the post-sales journey.

Customer Success 108

Customer Success Data Strategy Tips 108

Education Services Group

JUNE 21, 2018

While this wise quote may have come from the unlikely lips of Drake (award-winning hip-hop artist for the uninitiated), it couldn’t more accurately describe the importance of Customer Success (CS). In fact, it’s also a solid place to start answering the question of what is customer journey mapping.

Customer Journeys 53

Customer Journeys Customer Philosophy Exercises Customer Retention 53

Experience Investigators by 360Connext

DECEMBER 15, 2023

An organization’s leadership must believe in the value of customer experience. Their support will ensure CX initiatives receive the cross-company support and resources they deserve (and need to thrive). Share customer journey maps and insights. As you are building customer journey maps, share what you find.

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Communication Tips Customer Journeys Customer Experience 304

Totango

JULY 11, 2023

G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software!

Customer Journeys 85

Customer Journeys Customer Success Sports Roadmap 85

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. Start with defining the customer journey. Hedgpeth shared that the first thing a customer success leader should do when joining a new company is create the journey map.

Customer Journeys 62

Customer Journeys Tips Chief Customer Officer Healthcare 62

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

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Customer Success Tips Self Service Customer Journeys 102

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. You and your partner need to know what success looks like before they launch.

Customer Success 156

Customer Success Contact Center Average Handle Time Touchpoint 156

ECXO

JUNE 23, 2024

Of course, I am extending the concept and exaggerating its use, but my point is that we can think that Customer Success acts as a kind of double agent because it serves both the customer and the company simultaneously, and clearly both sides are not enemies at all! It holds significant importance for any business.

Customer Centricity 344

Customer Centricity Culture Customer Journeys Customer Satisfaction 344

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? Value Realization Best Practices for Customer Success Management.

Course 98

Course Customer Journeys Customer Success Consulting 98

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). The cohesion between these teams can significantly drive customer value and results, which impacts retention, expansion, and, ultimately, predictable growth.

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Sales Customer Success Strategy Industry 110

SmartMessage Blog

OCTOBER 27, 2022

Today, all brands spend a lot of effort on customer journey maps, that is, creating new customers and retaining their existing customers. From the moment of entering the customer’s radar to the phase of loyalty and advocacy, every touch matters. What is a Customer Experience Map?

Customer Journeys 40

Customer Journeys Customer Experience Omni-Channel Analysis 40

CustomerSuccessBox

APRIL 12, 2022

While the core of the Customer success function involves anticipating client difficulties and providing proactive solutions to the customers. 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.

Customer Success 52

Customer Success Customer Journeys Net Promoter Score Effort Score 52

Education Services Group

APRIL 21, 2021

If you’re wondering what the ESG Customer Success Maturity Model is and why we built it, go back and read the first installment of this three-part series. Here in part two, I’ll talk about the second phase of Customer Success maturity – Operationalize. CS Journey Map. Let’s break that down a bit.

Customer Journeys 94

Customer Journeys System Customer Success NPS 94

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys.

Customer Journeys 146

Customer Journeys Survey Effort Score NPS 146

Totango

MARCH 19, 2021

The traditional customer journey infographic envisioned the customer’s experience from a sales and marketing standpoint, visualizing a funnel marking the steps from a lead acquisition through a sale, also known as the buyer’s journey. Keep in mind that onboarding can also begin in the presales process.

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Infographics Customer Journeys Customer Experience Customer Retention 125

ChurnZero

NOVEMBER 17, 2020

This is a guest blog post by Kristen Hayer, Founder & CEO of The Success League. . Oh, Sales and Customer Success, you are my two favorite disciplines! My career started in Sales, or rather, I was slowly talked into a Sales career by a string of managers who knew I had the drive to be a great salesperson.

Sales 98

Sales Customer Success Measurement Customers 98

Totango

NOVEMBER 27, 2023

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

Report 94

Report Trends Customer Success Self Service 94

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). building advocacy

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Customer Success Net Promoter Score Customers Customer Retention 166

CustomerSuccessBox

APRIL 19, 2022

Businesses are realizing the power of customer journey mapping to monitor customer experience performance and identify opportunities for improvement. What is Customer Journey Analytics? Why is it important to have Customer Journey Analytics?

Customer Journeys 52

Customer Journeys Metrics Analytics Touchpoint 52

Totango

JUNE 8, 2021

From there, we decide which customer journey we put them down. . . What advice do you have for visualizing the customer journey in order to ensure you are meeting the needs of your customers? What do we learn in our existing customer journeys and what do we want to take from that?

Customer Journeys 117

Customer Journeys Exercises Communication Engagement 117

ChurnZero

SEPTEMBER 27, 2024

Outcomes based customer success, a strategy that focuses on ensuring customers achieve their desired outcomes, sounds intuitive. But with so many stakeholders in the picture, including your team, your customers, and other internal teams, it’s easier said than done. What are the milestones?

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Totango

OCTOBER 12, 2022

Combined with intense competition and sign-up discounts, not to mention global inflation prompting many consumers to rethink their budgets, the customer retention stakes are high. . With the potential for churn dramatically increasing, customer success is a key priority. Leading the charge. Expert collaborators.

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Customer Success Culture Survey Customer Journeys 113

ClientSuccess

DECEMBER 7, 2021

Instead, your team should be looking across the customer success journey to identify new and exciting ways to leverage surveys for the most accurate data and actionable feedback. Here are six winning customer journey survey strategies to introduce to your customers this year: 1. The post-sale survey.

Customer Journeys 83

Customer Journeys Survey Strategy NPS 83

ChurnZero

DECEMBER 21, 2023

Designing a successful post-sale strategy requires choices, says CXology’s Tim Conder. Without making those choices upfront, you’ll find it hard to create a good customer experience and scale it, and you’ll easily fall into the chaotic trap of “doing what it takes”. Here’s the webinar in full.

Sales 52

Sales Customer Success Tourism Roadmap 52

Totango

MAY 17, 2023

When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. VP of Customer Success at Veriforce, Andy Kearney. The idea that CS can own the entire customer journey is both unrealistic and outdated.

Sales 109

Sales Marketing Sports Customer Journeys 109

Totango

NOVEMBER 12, 2019

Do you continue to get the same level of attention from that company’s customer success (CS) team? As you can see from the customer’s perspective, the attention you offer after a sale is completed is just as important as the attention you show during the sales process. Establish inter-team workflows.

Sales 60

Sales Customer Success Customer Journeys How To 60

Education Services Group

AUGUST 16, 2022

Customer Success Plans are key to starting your customer relationships off on the right foot. CSMs use them to guide their first interactions with the customer, helping them clarify and set expectations, set up an action plan for moving forward, and establish critical milestones to work toward through the customer journey.

Sales 52

Sales Customer Success Leadership Meeting 52

Feedbackly

JANUARY 10, 2023

Remember, even if your strategy is in its early stages now, it will grow and evolve, as will your company. To scale your CX strategy (and your success), choose the right system to support your long-term needs. Your Customer Experience platform needs to be able to handle modern multichannel data collection.

Customer Journeys 52

Customer Journeys Customer Experience Company How To 52

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. 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.

Customer Success 98

Customer Success Customer Journeys Customer Centricity Tips 98

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 107

Customer Success Effort Score Touchpoint Customers 107

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

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Metrics Customer Journeys Net Promoter Score Self Service 105