CSM Practice

NOVEMBER 16, 2020

For some companies, they take customer journey mapping at a basic level to the point that it doesn’t encapsulate the maximum value that you can get out of this exercise. There are even companies with customer success teams but don’t have customer journey maps which can be considered as a loophole.

Customer Journey Map 52

Customer Journey Map B2B Customer Retention Start-ups 52

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

1 to 1

APRIL 10, 2025

To avoid this, CX leaders must demonstrate that enhancing customer experience is not just about satisfaction but about achieving tangible business results such as increasing revenue, improving retention, reducing costs, and strengthening competitive differentiation. Below is a step-by-step approach.

B2B 26

B2B CX CX Transformation Net Promoter Score 26

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. Built from the ground up around the Accounts Experience methodology, CustomerGauge offers B2B brands guidance for customer surveying and revenue growth, among other things.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Intercom, Inc.

NOVEMBER 21, 2019

One of our mantras here at Intercom is that customer retention is the new conversion. In an era when more and more businesses adopt a subscription model, strong customer retention is the key to sustainable long-term growth and requires a laser-like focus. . What they’re thinking, how they’re feeling.

Customer Retention 34

Customer Retention Customer Journey Map Start-ups Sales 34

Totango

JUNE 24, 2022

You’re not only obliged to deliver high value with superior service, but you also need to deliver a smooth, no-hassle digital experience to keep customers happy. Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B. Start with a SaaS Customer Journey Map.

Customer Journey Map 109

Customer Journey Map Net Promoter Score B2C Customer Satisfaction 109

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Are you accelerating repurchases through your customer experience touch-points with industrial customers? One of the keys to success in doing this is to demonstrate humility and a desire for ongoing alignment with the customer.

Touchpoint 59

Touchpoint B2B Customer Experience Customer Journey Map 59

Lumoa

MARCH 20, 2018

Whether you’re new to customer experience or coming for little inspiration, this is the right place. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. Most of customer journey maps focus solely on customers.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Shep Hyken

SEPTEMBER 27, 2021

My Comment: This one may be more of a personalized marketing strategy than customer experience, but then again, customer experience and marketing go hand in hand. This works for any type of business but is especially powerful in the B2B world. Find ways to promote your customers on social media. It’s a simple idea.

Customer Service 17

Customer Service E-commerce Real Estate Social Media 17

Totango

AUGUST 11, 2022

Customer satisfaction and feedback surveys. These digital interactions may involve both SaaS product users and other B2B stakeholders with a role in the buyer decision process. Customer engagement : SaaS customer engagement is reflected in the quality, frequency, and duration of client digital interactions with your product.

Net Promoter Score 113

Net Promoter Score Social Media Customer Journey Map Customer Relationship 113

Zendesk

OCTOBER 20, 2023

It also empowers customer service reps with the information they need to provide an exceptional customer experience (CX). Delivering excellent customer service can drive revenue, increase customer retention , stimulate business growth, and improve customer satisfaction.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Lumoa

MARCH 20, 2018

B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Shep Hyken

OCTOBER 6, 2022

Well, again, my observations show that pretty much every team tasked with improving the customer experience and driving more sales and customer retention is doing some form of journey mapping. And they should as it’s probably the cheapest and simple way of finding opportunities to improve the customer experience.

Predictive Analytics 65

Predictive Analytics Customer Journey Map Touchpoint Customer Relationship 65

Totango

JUNE 4, 2021

By tying your cross-sell and upsell offers into your customers’ actual use of your product, you not only increase engagement, but you increase the attractiveness of your offers, helping boost your revenue. Use your customer journey map to plan events that trigger customized offers. Ask for Customer Feedback.

B2C 63

B2C Customer Journey Map NPS B2B 63

Totango

NOVEMBER 3, 2021

By varying the wording, you can gather information about customer loyalty to your brand, one of your products, one of your services, or even a more granular item such as a specific product feature. The wording also may vary depending on whether your market is a B2B or B2C niche.

Net Promoter Score 103

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 103

Totango

NOVEMBER 3, 2021

By varying the wording, you can gather information about customer loyalty to your brand, one of your products, one of your services, or even a more granular item such as a specific product feature. The wording also may vary depending on whether your market is a B2B or B2C niche.

Net Promoter Score 102

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 102

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? How do you design and manage a CX strategy?

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Totango

NOVEMBER 3, 2021

By varying the wording, you can gather information about customer loyalty to your brand, one of your products, one of your services, or even a more granular item such as a specific product feature. The wording also may vary depending on whether your market is a B2B or B2C niche.

Net Promoter Score 100

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 100

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Gainsight

APRIL 12, 2022

The outcomes should include a clear customer journey map, defined roles, and responsibilities, all driving us toward the company objective of gaining and retaining customers. Remain Customer-Centric. Lastly, and most significantly, change management in customer success must be all about the customer.

Customer Journey Map 52

Customer Journey Map Management Consulting Start-ups B2B 52

SurveySensum

NOVEMBER 6, 2023

Its importance lies in the fact that It is a simple survey that makes it easy for customers to respond, and for businesses to interpret and act on the feedback. It assesses customer loyalty , which is closely linked to customer retention and advocacy. But this is not the only question to ask in an NPS survey.

NPS 52

NPS Close the Loop Text Analytics Customer Satisfaction 52

Customer Bliss

OCTOBER 11, 2018

In this interview, Jay also shares examples from 3 companies (B2C and B2B) who’ve successfully operationalized talk triggers that keep their businesses booming and customers talking. The employment of these triggers means these companies don’t have to rely on paid advertising to grow and reach new customers.

Social Media 42

Social Media B2C CX Customer Acquisition 42

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 125

Customer Retention B2B Non-Profits Customer Acquisition 125

eglobalis

DECEMBER 11, 2024

Customer Journey Mapping Experimentation is invaluable for customer journey mapping in a customer experience strategy. By testing different journey scenarios and touchpoints, businesses can gain a clearer understanding of the actual customer paths.

CX 389

CX Customer Journey Map Compliance Social Media 389

Gainsight

MARCH 31, 2025

While new customers will always be important, the rising cost of acquisition means organizations are relying on existing customers to drive growth. Specifically for B2B SaaS companies, the average customer acquisition cost (CAC) is 76% higher for new customers than it is for expansion business.

Customer Journey Map 52

Customer Journey Map Customer Acquisition B2B Education 52

Gainsight

APRIL 22, 2025

It’s about keeping and growing your existing customers. Buyers are cautious, especially in B2B. Combined, that not only makes landing new customers harder, but also ups the ante on keeping them. As Nick Mehta, CEO, Gainsight, said during Revenue Unplugged: You cant out-hunt the leaky bucket anymore. Budgets are shrinking.

Sales 52

Sales Data Entry Customer Journey Map AI 52