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Why SaaS Leaders Should Outsource Their Customer Success Program

BlueOcean

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?

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Lessons Learned When Constructing A Seamless Customer Journey

Gainsight

A carefully crafted customer journey is not static. If you’re facing the need to revisit and revamp your customer experience, our discussion with Mai Elizer, Senior Solutions Engineer at Comeet , offered invaluable insights into constructing a predictable and efficient customer journey.

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B2B Customer Journey Touchpoints CS Teams Need To Plan For

Totango

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.

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Customer Success Hot Takes! — Setting your customer success team up to drive next-level results

Totango

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so!

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The Modern Customer Success Playbook

The evolution of every high-functioning, effective customer success strategy centers around three C’s: connected experiences, an engaging customer journey, and a culture built on customer-centricity. Satisfaction won’t cut it. But where do you start? But where do you start?

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How to Create a Customer Journey Map

Feedbackly

Customer behavior is a complex phenomenon that evolves continuously. While it’s difficult to fit it within a framework, understanding your customers and forecasting how they will behave can help businesses to a great extent. What is customer journey mapping? It’s easily editable and can be customized to fit your brand.

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Mapping Your SaaS Customer Journey in Seven Steps

Totango

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

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The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. Build “walk-through-fire” customer AND employee loyalty. Inspire personal accountability in the workplace.