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 122

Customer Journeys Touchpoint B2B Social Media 122

Totango

APRIL 2, 2019

So, how can you understand the customer experience and know when to offer extra support to grow your relationship? Through customer journey mapping. And that information helps you implement the right customer success strategy. The Customer Journey Stages, Step by Step. Automate tasks.

Customer Journeys 110

Customer Journeys Effort Score How To Customer Success 110

Experience Investigators by 360Connext

AUGUST 20, 2024

Every employee, regardless of their role, should feel empowered to shape the customer experience. Give employees tools to share feedback about the customer journey. Provide any background you can around the current understanding of your customers. Offer a customer day more than once a year.

How To 282

How To Customer Journeys Customer Centricity Training 282

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer Journeys 99

Customer Journeys Self Service Touchpoint Customers 99

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.

Customer Journeys 81

Customer Journeys Customer Success Guidelines Customers 81

eglobalis

MARCH 30, 2025

Predictive CX analytics also thrives in banking: Banks combine transaction data, support contact history, and even external factors to create early warning scores for customer unhappiness. If a normally active banking customer suddenly reduces usage and contacts support twice in a month, a predictive model might signal a risk of attrition.

Survey 312

Survey Banking NPS Effort Score 312

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

ChurnZero

SEPTEMBER 1, 2020

The reality is that virtual events will be the norm going forward, at least in the short term. Virtual events present uniquely flexible opportunities for Customer Success professionals to brush up on skills and to learn from peers, albeit from the safety of being behind a webcam. 2) The Customer Conference.

Conference 98

Conference Customer Success Customer Journeys Industry 98

Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Steps to Implement Customer Journey Analytics.

Customer Journeys 93

Customer Journeys Analytics How To Government 93

Retently

NOVEMBER 29, 2024

This blend provides a well-rounded view of customer sentiments and highlights specific areas for improvement. Each stage of the customer journey requires targeted questions that align with the interaction. In Retail , an unfriendly store layout can leave customers feeling overwhelmed.

Survey 120

Survey Ecommerce Feedback Interaction 120

Adrian Swinscoe

NOVEMBER 13, 2024

I’ve followed HubSpot’s progress over the years from them pioneering the inbound marketing space over 15 years ago to where they are now a provider of […] The post Unlocking Growth: Key Insights from HubSpot’s GROW Europe 2024 Event first appeared on Adrian Swinscoe.

Marketing 64

Marketing Customer Journeys Customer Centricity Customer Retention 64

Gainsight

JANUARY 10, 2022

Past: Customer Success Started as a Community. The word “community” captures how the Customer Success movement got started. Customer Success Managers” were cropping up in dozens of SaaS companies, but they often felt isolated. The energy of that Pulse event was electric. And you know what?

Customer Success 27

Customer Success Chief Customer Officer Hotels Conference 27

Totango

FEBRUARY 11, 2020

This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies. The customer journey can be divided into four main stages.

Customer Success 122

Customer Success How To Metrics Customer Journeys 122

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community?

Customer Success 122

Customer Success Guidelines Social Media Tips 122

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer Journeys 76

Customer Journeys Self Service Touchpoint Customers 76

Experience Investigators by 360Connext

JANUARY 5, 2021

The brands with the most effective brand cultures are also the ones who use their customer-focus as a factor in their decisions. And being customer-centric isn’t reserved just for the customer support or customer success teams. Creating a culture focused on customers has to start and end with focusing on employees.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer Retention 90

Customer Retention Customer Journeys Customer Success Strategy 90

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. What is NPS, CSAT, and CES?

Customer Journeys 133

Customer Journeys Survey Effort Score NPS 133

Retently

JANUARY 13, 2025

So, if youre ready to transform your customer journey from frustrating to frictionless, lets dive into the CES tools that can make it happen. Trust us your customers (and your bottom line) will thank you! Analyze trends, identify friction points, and implement improvements that make a tangible impact on the customer journey.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Totango

NOVEMBER 15, 2021

Customer success tools extend the functionality of your CS platform, multiplying its value. By connecting data from other success tools to your CS tool, you can view and manage all your customer data from one place instead of leaving it isolated in separate information silos. Support: Zendesk, Jira.

Tools 117

Tools Customer Success Software Self Service 117

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. For example, “Enterprise Customer Success Manager”.

Customer Success 52

Customer Success How To Insurance Culture 52

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Onboarding Tutorials.

Customer Success 112

Customer Success Management Net Promoter Score Effort Score 112

Totango

OCTOBER 1, 2019

Customer journey optimization is a way of not only mapping the stages of customer progression but also identifying ways to add customer value along the way. Because the customer journey is not linear, your customers may be split between your sales and customer success team.

Customer Journeys 81

Customer Journeys Voice of Customer Customers Metrics 81

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 133

Net Promoter Score Consulting NPS Customer Success 133

Experience Investigators by 360Connext

MARCH 23, 2021

It’s a point of friction in some ways but it also is a necessary part of scaling customer experience. Ask your Customer Success Team, Account Managers, or other customer relationship specialists to include you in one client meeting a month. There is some inherent bias here, because they will pick the easy customer!

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271

Education Services Group

MAY 12, 2021

Madeline Evans, Digital Customer Success Manager. I must say, TSIA Interact Spring 2021 event was quite possibly one of the most engaging and insightful virtual events I’ve attended in the CS industry in my career thus far! Joshua Robitaille, Customer Success Program Manager. Engagement: It’s Dynamic!

Interaction 98

Interaction Customer Journeys Touchpoint Customer Success 98

Totango

JULY 19, 2021

And in this customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. Churn Reduction.

Customer Success 126

Customer Success Tips Feedback Customers 126

CustomerSuccessBox

JULY 9, 2021

Customer journey maps are a tool to understand how people and companies buy your software. A customer journey is very specific to the physical experiences your customers have. Importance of Customer Journey in SaaS. In the SaaS business, the customer is the ultimate boss. Onboarding.

Customer Journeys 59

Customer Journeys B2C B2B Touchpoint 59

Totango

AUGUST 8, 2021

Driving software adoption through customer success in the 2020s is a precision business. We recommend six best practices for using customer information to improve engagement with your software product and increase the likelihood of customer renewal : Establish Goals and Milestones. Build a Customer Community.

Software 118

Software Customer Engagement Customer Success Engagement 118

ChurnZero

MAY 11, 2021

Last week Technology & Services Industry Association (TSIA) hosted their Spring virtual event called – TSIA Interact 2021. The event offered an opportunity for thousands of attendees to collaborate with one another and with TSIA member companies like DocuSign, RingCentral and ServiceNow. Customer Success Around the Web.

Interaction 98

Interaction Net Promoter Score Customer Success Conference 98

Kayako

JANUARY 21, 2016

But there’s one part we don’t hear as much about, and that’s the vital role played by a customer success manager. The customer success manager role bridges the gap between sales and support and, in SaaS organizations especially, they are almost indispensable. What is a customer success manager?

Sales 120

Sales Customer Success Management Customers 120

Kayako

AUGUST 12, 2022

eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery. The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer Journeys 62

Customer Journeys Self Service Touchpoint Customers 62

Totango

JUNE 15, 2022

Maintaining strong customer relationships is key to the long-term success of both your customers and your organization, which is why it is vitally important to proactively deliver value through customer success best practices during both good and bad economic times, such as: . Let us help you.

Customer Success 108

Customer Success Exercises Customer relationships Communication 108

Totango

APRIL 18, 2023

As businesses are laser-focused on retaining and growing current clients, they’re turning to their customer success (CS) teams and leaders to make it happen. link] We’ve always been committed to elevating the role of CS within the customer journey and accelerating the path to scaled customer success.

Innovation 105

Innovation Customer Success Customer Journeys System 105

Totango

DECEMBER 16, 2020

Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Incorporating artificial intelligence for smarter success solutions.

Trends 72

Trends Customer Journeys Customer Success Net Promoter Score 72

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Customer success is still new.

Customer Success 108

Customer Success Tips Chief Customer Officer Leadership 108