Education Services Group

MAY 25, 2018

If it were possible to just make one sale, stop there and have a “forever customer,” everyone would be a Customer Success (CS) pro. It requires relationship building, thoroughly understanding customer needs, advocating for their wants, and helping every customer — not just the largest — flourish in ways they never could alone.

Customer Success 45

Customer Success White Paper Customer Journey Mapping Return on Investment 45

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.

B2C 118

B2C Customer Journey B2B Customer Journey Mapping 118

Education Services Group

APRIL 25, 2021

A 2020 Forrester report determined that a well-designed Customer Success program can yield a 91% return on investment over a three-year period. Here are the final six capabilities for a well-designed Customer Success organization. Engaged and productive CSMs are better able to grow an engaged and happy customer base.

Customer Success 91

Customer Success Roadmap White Paper Customer Journey Mapping 91

Confirmit

MAY 29, 2018

Design : Design your program to deliver both tactical and strategic benefits, mapped to your key business objectives. Listen: Put in place multi-channel data collection to ensure your customers can provide feedback in the way that suits them, driving high response rates and greater insight. When to Collect the Voice of the Customer?

Multi-Channel 40

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40