Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

Net Promoter Score 97

Net Promoter Score Customer Acquisition NPS Customer Journey Map 97

Totango

SEPTEMBER 1, 2022

This helps to ensure that your product delivers the value your client expects while underscoring the value your client is receiving, laying the groundwork for subscription renewal by satisfied customers. Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices. What Is a QBR in SaaS?

Customer Journey Map 98

Customer Journey Map Artificial Intelligence Net Promoter Score AI 98

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. So, that team is kind of like the architect who designs the journey for the customer.

Customer Journey Map 85

Customer Journey Map Touchpoint Start-ups Engineering 85

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. Guiding customers through how to use basic features.

Customer Journey Map 93

Customer Journey Map Close the Loop Start-ups Technology 93

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. So, that team is kind of like the architect who designs the journey for the customer.

Customer Journey Map 62

Customer Journey Map Touchpoint Start-ups Engineering 62

Intercom, Inc.

JANUARY 16, 2020

We chatted about the company’s evolution from RealtimeBoard, a tool beloved by the UX community, to Miro – a rapidly growing SaaS innovator that boasts Dell, Netflix, Ikea, and Spotify amongst their steadily growing roster of clients. In our discussion we unpack what this means for them as a company and for their customers.

Start-ups 249

Start-ups Engineering Sales Innovation 249

Kerry Bodine

OCTOBER 5, 2015

In a recent post , I lamented how many companies today focus on business strategy first and customer experience strategy second. Everyone loves to talk about how Zappos.com delivers a great customer experience. As Tony says in his book, “It was good for our customers, and it was good for our bottom line.”).

Customer Experience 97

Customer Experience Real Estate Customer Journey Map Finance 97

SugarCRM

SEPTEMBER 30, 2021

Most buying journeys start online, with a general web search, specific vendor websites, or review sites as the first resources buyers use to inform themselves about their purchases. The Content Marketing Institute found that 7 out of 10 customers like brands’ articles more than ads. Lead magnets are a powerful conversion tool.

E-commerce 49

E-commerce Finance Engineering Education 49

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. Customer service managers. Here’s how to plan an effective stakeholder management strategy and track your performance. How Do You Optimize Stakeholder Engagement? Performance metrics for evaluating and optimizing plan implementation. Chief technology officers.

Net Promoter Score 85

Net Promoter Score Customer Journey Map Legal Customer Retention 85

SurveySensum

FEBRUARY 6, 2024

Launch cancellation surveys – a smart way to find out why customers say goodbye, but in a friendly and helpful way. A cancellation survey is a set of questions sent to users to determine why your customers are leaving. Well, research says that businesses can win back 70% of dissatisfied customers when their issues are resolved.

Customer Feedback 52

Customer Feedback Net Promoter Score Start-ups Text Analytics 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.

Customer Journey Map 103

Customer Journey Map Net Promoter Score B2C Customer Satisfaction 103

Totango

AUGUST 11, 2022

Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. In this article, we’ll show you how to build client relationships digitally with your SaaS customers. Examples include: Search engine queries and ads.

Net Promoter Score 106

Net Promoter Score Social Media Customer Journey Map Customer Relationship 106

Totango

MARCH 16, 2021

The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping.

B2C 117

B2C B2B Customer Journey Map E-commerce 117

CX Accelerator

JULY 1, 2019

When you have a child on the Autism spectrum , you gain an unusual view of Customer Experience. Inclusive Design Redesigning the customer experience will require implementing inclusive design strategies. Inclusive Design Redesigning the customer experience will require implementing inclusive design strategies.

Customer Experience 140

Customer Experience Customer Journey Map CX Education 140

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.

Customer Journey Map 66

Customer Journey Map Net Promoter Score Customer Retention Sales 66

Aquire

NOVEMBER 25, 2021

Creating a customer journey map can be a game-changer for your customer experience strategy. That’s why if you want to use an omnichannel approach effectively , and deliver excellent customer experience across all those touchpoints, you need to understand and map the customer journey.

Customer Journey Map 98

Customer Journey Map Net Promoter Score Touchpoint Social Media 98

Kerry Bodine

JANUARY 11, 2019

Number 10: The Customer Journey DOES NOT EQUAL The Customer Lifecycle. A customer journey is related to , but is not the same thing as, a customer lifecycle. The two main differences: 1) Customer journeys align with your customers’ goals or tasks — lifecycles don’t.

Customer Experience 76

Customer Experience Customer Journey Map Touchpoint Start-ups 76

Zendesk

APRIL 16, 2021

Sales reps know nothing’s harder than patiently nurturing a lead, establishing a relationship with them, and carefully converting them into a customer—nothing, of course, except finding a good lead in the first place. With the right tools and advice, anyone can become an expert in how to generate leads. But it doesn’t have to be.

Social Media 98

Social Media B2B Sales Start-ups 98

Totango

FEBRUARY 24, 2021

Customer success tools can help you increase your revenue by promoting client satisfaction and retention. Here are six essential features to look when selecting customer success tools. Customer success tools don’t work in isolation. How many customer accounts can you support? Easy Integration.

Net Promoter Score 71

Net Promoter Score Scorecard Customer Journey Map Customer Relationship Management 71

Kerry Bodine

JANUARY 10, 2019

Number 10: The Customer Journey DOES NOT EQUAL The Customer Lifecycle. A customer journey is related to , but is not the same thing as, a customer lifecycle. The two main differences: 1) Customer journeys align with your customers’ goals or tasks — lifecycles don’t.

Customer Experience 48

Customer Experience Customer Journey Map Touchpoint Start-ups 48

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. Practicality counts and this is an amazing progress comparing with previous years.

CX 52

CX Social Media Sports Customer Service 52

SurveySensum

MAY 25, 2023

20 tNPS survey questions with examples How to calculate tNPS? Takeaway In the realm of customer-centric businesses, one thing is clear—they understand the immense power of customer feedback. To stay ahead of the curve and continuously improve the customer experience, businesses turn to a variety of customer feedback metrics.

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Customer Satisfaction 52

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Totango

APRIL 16, 2021

Engaging your customers is the key to lowering churn and leaving no client behind. Customer health score. Customer sentiment indicator. It can help you identify the core features of your product that your customers find the most value in. Here are six top KPI categories to track: License utilization. Support metrics.

Net Promoter Score 69

Net Promoter Score NPS Customer Journey Map Customer Feedback 69

Kerry Bodine

NOVEMBER 15, 2017

Yesterday I co-hosted a journey mapping webinar with our partner J.D.Power. You’ll find them grouped them into four categories: general questions, how to get started, types of journey maps, and our journey mapping process. We believe that you can’t outsource a great customer experience.

Customer Journey Map 48

Customer Journey Map Contact Center Touchpoint Start-ups 48

SugarCRM

JUNE 15, 2020

So you’ve identified the need for marketing automation and are ready to make the investment in a tool that works for you. Target and automate your communication process with customers and opportunities. Map data fields and inputs to use cases. But now what? It’s time to hit the ground running … almost.

Social Media 26

Social Media Start-ups Technology Technology 26

ProProfs

DECEMBER 27, 2022

85% of customers report being dissatisfied with their sales call experiences, according to Salesforce. . This blog post discusses a central piece of the puzzle for every sales hiring or training process – sales assessment. With that said, let’s jump into the post. What Is Sales Assessment? . Cognitive abilities.

Sales 52

Sales Retail Gaming Start-ups 52

Intercom, Inc.

AUGUST 25, 2020

Isolated iteration by either side can result in confused messaging and a product that doesn’t deliver on what the customer wants or expects. By ensuring the external messaging is in sync with the internal product planning your opportunity for success and customer satisfaction is greatly increased. Hello, Paul.

Start-ups 238

Start-ups Engineering Sales B2B 238