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.

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Customer Journey 2021 Customer Journey Mapping Touchpoint 92

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. Need help getting started?

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ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. Practicing empathy puts us in the proper headspace to learn from our customers.

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Customer Success Customer Journey Mapping Customer Confidence Blog 80

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.

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Customer Journey 2021 Customer Journey Mapping Touchpoint 73

Totango

OCTOBER 18, 2023

Leader” in the Grid® Report for Customer Success Software and “Leader” in Grid® Report for Customer Data Platform are two of our favorites and clearly demonstrate our commitment to driving customer business results. This demand is just one reason why we put SuccessBLOCs at the heart of our software.

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2023 Customer Journey Mapping Customer Journey Customer Success 102

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.

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Customer Journey 2021 Customer Journey Mapping Touchpoint 62

Feedbackly

JANUARY 13, 2023

This is where the customer journey comes in handy. What is customer journey? A customer journey , also known as the buyer’s journey, is a core element of any CX strategy. Call it the roadmap to understanding your customers! Here are the five main stages of a customer journey.

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Totango

NOVEMBER 3, 2022

Start with defining the customer journey. While teams may often refer to “the customer journey,” how do you ensure alignment and shared understanding of what that means across your business? Hedgpeth shared that the first thing a customer success leader should do when joining a new company is create the journey map.

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Customer Journey Chief Customer Officer Healthcare Customer Journey Mapping 62

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Their discussion covered three key strategies for powering up customer success. Nick jokes, “it is by far one of the most difficult things in the world.”

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Customer Journey Mapping 2023 Metrics Customer Success 81

Totango

MAY 26, 2021

We recently polled the Customer Success industry asking about the top challenges they are facing. Over the years, we’ve found that most companies are very oriented around a high-touch customer engagement model. Data is the lifeblood of a digital customer success program. The customer journey is not linear.

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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.

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Customer Success Customer Journey Mapping Customer Centricity Leadership 98

Clarivate

DECEMBER 6, 2018

Denver, CO, December 6, 2018 – CustomersFirst Now (CFN), a leading provider of Journey Mapping software and Customer Experience consulting services, has been named the winner of the 2018 Aragon Research Innovation Award for Customer Journey Mapping. About CustomersFirst Now.

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Customer Journey Mapping 2018 Customer Journey Innovation 49

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.

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SmartKarrot

MAY 6, 2022

From a bird’s eye view, the customer journey is a simple, transactional journey happening between a seller and a buyer. However, a deeper dive into the ocean of customer journey brings you face-to-face with the complexities associated. Rather, it is a journey from A to Z with several touchpoints in between.

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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.

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Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 71

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?

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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.

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Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? B2B vs. B2C Customer Service.

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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.

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ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. But Customer Success? Not so much.

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Metrics Customer Success Customer Journey Mapping Net Promoter Score 98

Totango

AUGUST 14, 2020

In customer success, your customers define their own victories. No one-size-fits-all finish line exists that clients must strive to cross, and there is no Harvard Business School concept of accomplishment you can award your customer before resting on well-earned laurels. Creating Better Customers, by Definition.

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Customer Success Definition Customer Journey Customers 76

Totango

AUGUST 9, 2022

This lets B2B businesses customize their operations for groups of customers with common characteristics or personalize them for individual clients. This type of customization provides customers with better service while yielding better results for B2B teams working in marketing, sales, customer service, and customer success.

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B2B Customer Journey Mapping Social Media Net Promoter Score 100

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.

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Customer Success Customer Journey Mapping Customer Centricity Leadership 52

Totango

MARCH 25, 2022

Your team sets out to map a new customer success workflow or process, but each person has a different way of doing it. You may prefer using sticky notes, while another team member likes slide decks and yet another prefers digital mapping tools. Does this sound familiar to you? Design and Run All-in-One.

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Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. What Is a Customer Engagement Strategy? How to Track Customer Engagement.

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ChurnZero

APRIL 1, 2022

You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference. You’ve never done Customer Success before. There’s so much to do.

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Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

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Feedbackly

JANUARY 10, 2023

Although this method of collecting feedback shows good response rates, customer feedback should be collected on multiple sales and marketing channels, and should be constructed with the concept of customer journey mapping in mind (I will touch on this topic later on). CX Platform: Customer Journey Mapping (Nice to Have).

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Customer Journey Mapping Customer Experience Customer Journey Feedback 52

Amity

JANUARY 9, 2019

This article was originally published on WnTD's blog. One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. It can create a poor and inconsistent customer experience.

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Totango

AUGUST 18, 2022

One way to tackle these challenges is to utilize a customer onboarding checklist for your CS team that delineates all of the targets that need to be hit during this stage of the customer journey. Educating the customer on how your platform can support their business goals.

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Lumoa

APRIL 28, 2024

More than 80% of business leaders see customer experience as a growing priority in 2024. If you’re reading this blog post, you are probably one of them. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? Which Platform Fits Your Needs?

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ChurnZero

OCTOBER 20, 2020

This is a guest blog post by Sunil Joseph, VP of Customer Success at Avanoo. There has been a seismic shift in terms of how organizations are making the transition to structuring their customer teams to focus on Customer Success and Customer Service separately.

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CSM Practice

NOVEMBER 4, 2019

Some foundational questions still require attention in our growing customer success community. These questions include customer success funding and reporting, as well as appropriate customer segmentation. Mature SaaS companies are generally more concerned with the elements of scaling customer success.

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Totango

SEPTEMBER 1, 2022

While you and your client may still choose to hold quarterly reviews as a routine procedure, you can establish additional procedures to fill the gap between QBRs at strategic points in your client’s customer journey. This approach gives your customer success team maximum advantage over your QBR strategy.

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Customer Journey Mapping Net Promoter Score Customer Journey B2B 98

Education Services Group

MAY 24, 2023

A customer journey map is one of the first things you think of when you’re trying to improve the customer experience. It’s a roadmap of every interaction you have with your customer from the first moment they learn about your business to the moment they decide to renew (or not renew).

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ChurnZero

MAY 18, 2021

This is a guest blog post by Dhruv Mehta from Acquire. Before everything else, let’s begin with understanding what customer journey mapping is all about. What is customer journey mapping? Do you know what made Google Maps so popular? The structure of a customer journey map.

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Customer Journey Mapping Customer Journey Loyalty Programs Reference 84

ShepHyken

JANUARY 18, 2021

For example, I believe you should obsess about customer journey maps, but they have to be done right. 5 Key Customer Loyalty and Engagement Trends for 2021 by Michelle Wildenauer. Enrich the customer experience by starting with your employees by Michelle MacCarthy.

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