Totango

MAY 26, 2021

Over the years, we’ve found that most companies are very oriented around a high-touch customer engagement model. However, as the world has shifted (particularly last year during the pandemic), the modern customer journey has shifted as well and it now requires a different engagement model. Lean into automation.

Customer Journey 97

Customer Journey Customer Journey Mapping Webinar Customer Success 97

Experience Investigators by 360Connext

JUNE 4, 2015

I hosted a webinar last week about digital experience. This is the next step after customer journey maps in some cases, the first case in others. In the webinar, we covered some of the typical issues we uncover during these micromapping exercises and we shared how to approach micromapping.

Omnichannel 219

Omnichannel Customer Journey Mapping Webinar Customer Journey 219

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? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat.

Customer Engagement 112

Customer Engagement Engagement Customer Journey Mapping Definition 112

Experience Investigators by 360Connext

DECEMBER 17, 2014

Invite a customer into your board meetings. Map the customer journey. (Or connect with us and leave it to the pros!). Find some part of the journey to examine more closely each month. There are places in the customer journey you know aren’t working. Make 2015 the year to fix them.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Experience Investigators by 360Connext

FEBRUARY 12, 2015

There are real and unique challenges with tracking the customer journey for SaaS organizations. While other types of organizations, like consumer packaged goods, also might never interact directly with customers, they might have an easier time identifying them and understanding how they use their products.

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

Experience Investigators by 360Connext

MAY 13, 2015

Do you know what’s chasing your customers away? Have you tried creating a customer journey map? Is it a living tool that reflects the true digital experiences your customers encounter? Join us on May 28th for a free webinar and you’ll learn how to jump in and discover the make or break moments.

Customer Journey Mapping 192

Customer Journey Mapping Webinar Social Media Consulting 192

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? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat.

Customer Engagement 87

Customer Engagement Engagement Customer Journey Mapping Definition 87

GetFeedback

JULY 19, 2019

Your customers are following their own customer journeys, not necessarily the processes you created for them. To know what to measure, it’s important to understand the actual customer. This means knowing where there may be friction in the journey, and how to ask about that to get the best results.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

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? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat.

Customer Engagement 62

Customer Engagement Engagement Customer Journey Mapping Definition 62

Feedbackly

OCTOBER 30, 2023

In this regard, every aspect from the moment the customer comes into contact with the brand until the post-purchase stage is refined and improved to meet customer needs and expectations. A CX program quintessentially needs a comprehensive customer journey map and a thorough understanding of your targeted audience.

Customer Experience 52

Customer Experience Customer Journey Mapping Touchpoint Customer Journey 52

Alida

AUGUST 9, 2017

In a recent Vision Critical webinar , Stephens shared his provocative thoughts and predictions on the evolving role of stores in retail. Stephens shared some great tips during the webinar. Begin with the customer journey. A thorough customer journey map enables you to understand what your customers are doing and why.

Retail 189

Retail 2017 Webinar Customer Journey Mapping 189

Totango

JANUARY 2, 2024

To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey. She also discussed the importance of CS having a good relationship with the Sales Operations team.

Customer Success 102

Customer Success Customer Journey Mapping 2024 Automotive 102

ClientSuccess

AUGUST 28, 2020

Being able to quickly pivot to help customers reach their goals – even if these are new goals established very recently – is key in stopping potential customer churn in its tracks. A dedicated customer churn platform gives CSMs the flexibility and insight they need to successfully change customer journey maps mid-program.

Customer Relationships 95

Customer Relationships Customer Journey Mapping 2020 Webinar 95

CSM Magazine

FEBRUARY 3, 2022

When Calabrio invited CX Consultant and Practitioner Clare Muscutt to present at a recent webinar, she asked delegates about the state of digital transformation for customer service in their organisation. Define – use all the data you have for customer journey mapping. A big opportunity to do things differently.

Customer Journey Mapping 52

Customer Journey Mapping Webinar Customer Journey Employee Experience 52

ClientSuccess

AUGUST 8, 2017

This live webinar is over and is now available as a recorded version. Webinar Details. Register to watch the recorded webinar here: Customer Success Pitfalls to Avoid During the Post-Sale Process. Register to watch the recorded webinar here: Customer Success Pitfalls to Avoid During the Post-Sale Process.

Webinar 40

Webinar Sales Customer Success Customer Journey Mapping 40

ChurnZero

JULY 16, 2021

Today’s customers expect (and sometimes demand) a never-ending wheel of attraction, engagement, and retention after purchasing both the simplest and most complex of SaaS offerings. ESG joined us for a webinar to discuss how automation and human touchpoints can not only coexist but amplify your outreach and efforts.

Touchpoint 98

Touchpoint Webinar Customer Success Events 98

ChurnZero

APRIL 8, 2020

Address customer concerns head on, offering transparency and the opportunity to build trust. Engage customers with rewards, badges, and gamification features. Communities also achieve amazing SEO results, which adds another string to your “using customer advocates as a marketing strategy” bow.

Customer Journey Mapping 81

Customer Journey Mapping Roadmap Customer Journey Customer Success 81

ClientSuccess

JANUARY 5, 2022

Whether through promotions, turnover, or new hires, new CSMs are bound to leave or join your customer account teams regularly. Unfortunately, these account transitions can be highly disruptive to your customer’s day-to-day engagement with your team. . eBook: CSM from the Trenches: Implementing Customer Success.

Customer Journey Mapping 68

Customer Journey Mapping Customer Journey Document Webinar 68

CSM Magazine

DECEMBER 18, 2021

With the help of workforce engagement management (WEM) software, you’ll have a clear overview and fewer sleepless nights. New and experienced employees need to know how to be productive when working in a hybrid arrangement, how to boost effectiveness in digital communication, and how to engage customers. Boost Relevant Training.

Call Center 52

Call Center Customer Journey Mapping Webinar Events 52

GetFeedback

DECEMBER 2, 2019

You must do the math to show why keeping customers satisfied, and measuring that consistently, is critical to successful outcomes for the overall business. It’s up to customer-centric leaders to engage the right ways to measure, communicate and take action on it. Have you ever experienced that as a customer?

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

Lumoa

FEBRUARY 21, 2023

In our last webinar, Lumoa CEO Carlos del Corral sat down with Mark Barrett and Sian Kerr from Watermelon Research to discuss just that. It looks at how feedback from the programs is being used to shape, inform, and create initiatives that are then applied to transform customer service. Here are some key insights.

Omnichannel 83

Omnichannel Insights Customer Journey Mapping Touchpoint 83

ChurnZero

JANUARY 4, 2024

. “As growth rates slowed in 2022 and 2023, there was a lot of pressure on SaaS businesses to double down on their customer bases, but many companies weren’t prepared to execute thoughtful strategies that require buy-in from multiple departments. Instead, educate and enable customers with a one-to-many approach.

2024 52

2024 Customer Success Chief Customer Officer 2023 52

ChurnZero

FEBRUARY 28, 2020

Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points. During the webinar, we discussed how to: Leverage email and in-app metrics to track overall customer engagement.

Customer Success 64

Customer Success Webinar Customer Journey Customer Journey Mapping 64

Call Experts

DECEMBER 18, 2019

With optimized tools, you can create optimized protocols and systems with the intention of your customers moving with ease to find answers. According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. How to Provide Personalized Customer Service.

Contact Center 81

Contact Center Call Center 2018 Omnichannel 81

Totango

AUGUST 14, 2020

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. That’s because defining customer success is a long-term joint project undertaken by you and your client.

Customer Success 77

Customer Success Definition Customer Journey Customers 77

Experience Investigators by 360Connext

APRIL 14, 2020

It’s one of the most useful tools you have in your customer experience toolbox at this moment. If you don’t have a journey map, now is a terrific time to create one. Why Journey Maps Matter Now More Than Ever. Customer Journey Maps are a great resource, especially in times of change like these.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

Quadient

OCTOBER 30, 2020

Recognizing that customer expectations and needs have rapidly changed, firms are now implementing programs aimed at improving customer engagement. ”. The best way to do this is by using journey mapping. Customer Communications. Customer Journey Mapping. Customer Experience.

Customer Experience 52

Customer Experience Telecommunications Customer Journey Mapping 2020 52

ChurnZero

APRIL 3, 2020

To learn how Customer Success Managers can maximize this valuable customer time, we hosted a webinar with The Success League’s Amy Mustoe. During this webinar, we covered: The types of customer reviews and when to use them. If you missed the webinar, you can watch it on-demand. Q&A Recap.

Customer Journey Mapping 52

Customer Journey Mapping Webinar Customer Success Customer Journey 52

ChurnZero

FEBRUARY 14, 2020

No one relates to “siloed systems” or “streamlined processes,” but they do care about annoying their bogged-down development team twice a week with manual email requests for a customer’s product usage stats. Customer Engagement (Testimonials, Referrals, Feedback). In this webinar, we will discuss how to: 1.

Net Promoter Score 64

Net Promoter Score Customer Journey Mapping Webinar B2B 64

Strativity

OCTOBER 16, 2017

Customer experience transformations can produce benefits such as more loyal and satisfied customers; improved sales, marketing, and service capabilities; and increased employee engagement. They forgo quantifying the financial benefits of improving customer experience but have obvious known costs of such initiatives.

Return on Investment 45

Return on Investment ROI Customer Experience Financial 45

ChurnZero

MAY 20, 2021

6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs). Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. But you end up turning your customer journey into an internal process map.

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

Strativity

OCTOBER 16, 2017

Customer experience transformations can produce benefits such as more loyal and satisfied customers; improved sales, marketing, and service capabilities; and increased employee engagement. They forgo quantifying the financial benefits of improving customer experience but have obvious known costs of such initiatives.

Return on Investment 40

Return on Investment ROI Customer Experience Financial 40

Heart of the Customer

AUGUST 22, 2018

Jim Tincher joins Shiftonomics to break down the customers’ journey, and how strongly it is impacted by corporate culture and the effort the company puts into empowering its frontline teams. You’ll Learn How to hire people who care Keys to maintaining employee engagement How to map each customer’s journey […].

Webinar 12

Webinar Culture Engagement Customer Journey Mapping 12

ChurnZero

MARCH 11, 2020

You may need to address gaps within your product, support delivery, user engagement or sales processes (e.g. There is one reason I’ll accept as uncontrollable churn, which is when a customer goes out of business. provides insight into who the ultimate decision-makers are in the organization to inform future engagement strategies).

ROI 52

ROI Customer Journey Mapping Webinar Return on Investment 52

CSM Practice

NOVEMBER 4, 2019

Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community. These efforts are geared towards presenting viable solutions to the challenges of building customer success at scale. Defining the role of partners in the customer success organization.

Customer Success 45

Customer Success Customer Journey Mapping NPS Presentation 45

SurveySparrow

MARCH 29, 2023

With the increasing number of eCommerce stores, business owners should find ways to streamline the experience of their customers. This is where mapping the ecommerce customer journey becomes important. The typical ecommerce customer journey can take days, and it can involve multiple channels.

Customer Journey 52

Customer Journey 2023 Customer Journey Mapping Touchpoint 52

InMoment XI

OCTOBER 10, 2023

What Exactly Are Customer Service Metrics? Customer service metrics are not just numbers on a dashboard; they are the narrative of a customer’s journey with a brand, much like a customer journey map. They answer critical questions: How efficiently are customer queries being addressed?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260