Waypoint Group

SEPTEMBER 2, 2015

Customer Journey Mapping has become a popular tool in the CX space and it’s a great starting point for understanding how your customers flow through the different touchpoints of your company. Manage expectations up front. Mark these points on your map.

Customer Journey Map 60

Customer Journey Map B2B B2C Touchpoint 60

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

Experience Investigators

JANUARY 7, 2025

Ready to set up for success? Understanding the Basics of Customer Experience Strategy Every department or business function needs a strategy. Customer experience is no exception. You may follow specific metrics like customer retention, customer lifetime value, and overall customer satisfaction.

Customer Experience 52

Customer Experience Customer Journey Map Touchpoint CX 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. . A customer-centric journey drives growth.

Customer Retention 34

Customer Retention Customer Journey Map Start-ups Sales 34

Experience Investigators

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You started by defining what customer experience success meant to your organization. .

Customer Experience 134

Customer Experience Customer Journey Map Close the Loop Voice of the Customer 134

Totango

FEBRUARY 23, 2022

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.

Customer Journey Map 117

Customer Journey Map Touchpoint Start-ups Social Media 117

PeopleMetrics

FEBRUARY 21, 2023

However, they did this several months ago and suddenly customer retention is starting to dip down again. Chances are that the change in customer needs wasn’t actually sudden but a gradual shift. Your customers’ needs are continually evolving, and smart businesses like yours know how important it is to keep up with them.

Customer Experience 117

Customer Experience Customer Journey Map Net Promoter Score Start-ups 117

SurveySensum

DECEMBER 30, 2024

If youre looking for advanced features, greater scalability, or a platform that aligns better with your unique customer needs and long-term CX goals, there are alternatives to CustomerGauge that may better suit your specific customer needs and long-term CX goals. Lets uncover them together, but lets start with what this platform is.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Totango

JUNE 24, 2022

While the challenges SaaS presents for customer success can be formidable, SaaS also offers some major advantages for software providers: The digital nature of SaaS means that providers can engage with clients digitally throughout their customer journey. Start with a SaaS Customer Journey Map.

Customer Journey Map 109

Customer Journey Map Net Promoter Score B2C Customer Satisfaction 109

Customer Bliss

SEPTEMBER 13, 2018

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team. By trying to understand what was happening with customer growth, they needed to know was it going up, going down?

Customer Journey Map 71

Customer Journey Map Customer Retention CX Transformation Customer Feedback 71

Totango

AUGUST 23, 2022

Then, we’ll consider why B2B touchpoints are useful for customer success teams and why mapping them out is such a powerful strategy. Finally, we’ll offer some guidelines on how to structure your B2B customer journey map around key touchpoints and how to use technology to automate an effective touchpoint management strategy.

Touchpoint 122

Touchpoint B2B Customer Journey Map Social Media 122

Lumoa

FEBRUARY 9, 2023

How do you take action on customer experience? Listen to your customers. Actions include short- and long-term follow-ups. As short-term actions, you should be able to follow up with each individual responder, especially taking care of critical comments. Acting on customer feedback doesn’t mean doing one thing.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Zendesk

FEBRUARY 10, 2022

When it comes to optimizing the customer experience (CX) , your work is never really done. Consumer expectations are increasingly rising, and the world of technology is constantly evolving—making it difficult for business leaders to keep up. Customers who describe a company’s CX as “good” are 37% more likely to recommend it to others.

Customer Experience 98

Customer Experience Unstructured Data Customer Journey Map Net Promoter Score 98

Totango

NOVEMBER 5, 2021

Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. What helped you build your customer journey map and what were the main factors you took into account? Instead, we just started with a journey in PowerPoint and created the lifecycle from there. . TC : Yes, definitely.

Customer Journey Map 115

Customer Journey Map Touchpoint Start-ups Engineering 115

Totango

APRIL 2, 2019

It’s a journey that promises recurring value, and it’s your job to make sure that every step of the way leaves a positive impression on the customer. So, how can you understand the customer experience and know when to offer extra support to grow your relationship? Through customer journey mapping.

Customer Journey Map 110

Customer Journey Map Education Customer Retention Start-ups 110

Intercom, Inc.

APRIL 28, 2022

It doesn’t take into account third-party review sites, peer-to-peer recommendations, or word-of-mouth; the handover process is messy and puts teams at odds with each other, and more often than not, it rewards high quarterly numbers rather than providing a good customer experience.

CRM 118

CRM Start-ups Voice of the Customer Customer Journey Map 118

Totango

MAY 6, 2022

This multidimensional approach allows you to align your customer health scoring system with your business priorities, giving you greater practical insight into how specific factors affect your client relationships. Common Customer Health Metrics. How to Improve Customer Health Score. How do you calculate client health scores?

Invoicing 124

Invoicing Customer Journey Map Customer Satisfaction Customer Relationship 124

Lumoa

MARCH 20, 2018

Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start! Actions include are short- and long-term follow-up. As short-term actions, you should be able to follow-up each individual responder, especially taking care of critical comments.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

PeopleMetrics

MAY 30, 2015

If we took the time to strip down key performance metrics like Net Promoter Scores and customer satisfaction, we’d end up with our basic ability to help customers achieve their goals. Because if we’re not helpful, then customers will look elsewhere. Customer journeys can be arduous. Keep up the good fight.

Customer Experience 120

Customer Experience Net Promoter Score Customer Journey Map Customer Feedback 120

Customer Bliss

AUGUST 28, 2020

So we broke it up. […] So one of the things we said post-COVID, and post all of the swirl and change that we’ve been going through: it’s important to really simplify our ways of working as well. Chelsie Rae Lee is the Chief Revenue and Customer Officer at Snacknation, a subscription-based snack company.

Customer Journey Map 129

Customer Journey Map Start-ups Customer Retention Innovation 129

Totango

AUGUST 18, 2022

In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. It was originally used to describe the steps in training a new employee to start functioning as a member of the organization. The term is borrowed from human resources management.

Customer Journey Map 99

Customer Journey Map Close the Loop Start-ups Technology 99

Totango

AUGUST 11, 2022

Client receptivity : Customer receptiveness to ideas and initiatives proposed by success managers will be influenced by their perception of digital interactions with your product and the value they derive from these interactions. Automated KPI monitoring can be set up to trigger alerts when accounts fall short of target goals.

Net Promoter Score 113

Net Promoter Score Social Media Customer Journey Map Customer Relationship 113

Experience Investigators

JUNE 22, 2021

Traditional business education and even standard business plans don’t include much focus on the customer’s journey beyond the basics of getting the sale and delivering a product or service. Even customer journey maps can neglect key phases of the customer experience. Set up alerts to get more details.

Close the Loop 108

Close the Loop Customer Journey Map Education Invoicing 108

Totango

NOVEMBER 5, 2021

Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. What helped you build your customer journey map and what were the main factors you took into account? Instead, we just started with a journey in PowerPoint and created the lifecycle from there. . TC : Yes, definitely.

Customer Journey Map 91

Customer Journey Map Touchpoint Start-ups Engineering 91

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. You can plan this in the context of a customer journey map , which lays out the steps in your customer’s lifecycle as they progress from acquisition and onboarding through adoption and renewal.

Net Promoter Score 91

Net Promoter Score Customer Journey Map Legal Social Media 91

Lumoa

MARCH 12, 2023

Listening to the voice of the customer sounds appealing in theory. One of the easiest (and smartest) ways to start is by implementing a customer experience platform. In This Article: What is a customer experience platform? Benefits of using a customer experience platform CX platforms benefit your business in many ways.

Customer Experience 78

Customer Experience Customer Journey Map Sentiment Analysis NPS 78

Totango

NOVEMBER 3, 2021

After diving deeper into what the Net Promoter Score question is and what it tells you, we’ll cover some tips on how to ask the NPS question the right way and how to follow up after conducting an NPS survey. Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty.

Net Promoter Score 103

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 103

Totango

NOVEMBER 3, 2021

After diving deeper into what the Net Promoter Score question is and what it tells you, we’ll cover some tips on how to ask the NPS question the right way and how to follow up after conducting an NPS survey. Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty.

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 get started? Back to Top.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Totango

NOVEMBER 3, 2021

After diving deeper into what the Net Promoter Score question is and what it tells you, we’ll cover some tips on how to ask the NPS question the right way and how to follow up after conducting an NPS survey. Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty.

Net Promoter Score 100

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 100

ClearAction

AUGUST 6, 2019

Thoughtful planning can spell the difference between limited value and transformational value from customer journey mapping. Hootsuite’s Vice President of Customers, Kirsty Traill, recently presented 1 how her team’s holistic approach is reaping transformational value, starting with increasing Marketing impact.

Customer Journey Map 48

Customer Journey Map Net Promoter Score Social Media NPS 48

SurveySensum

OCTOBER 2, 2024

Now, let us find out how CXM and CRM are distinct, how they are related, and in what aspect each one adds a different flavor to the complex sphere of customer relations. Criteria CXM CRM Primary Focus Optimizing the delivery of all aspects of the customers’ experience , from start to finish. Are there frustrations bubbling up?

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer Relationship CXM 52

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

FEBRUARY 2, 2023

This guide will dig into everything you need to know about customer experience. We’ll cover its importance, provide strategies for improving it, and look at what the future holds for customer experience in retail. Let’s get started. In This Article: What is Customer Experience and Why Is it Important?

Retail 88

Retail Net Promoter Score Customer Experience CX 88

Totango

DECEMBER 28, 2020

Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. Leverage the latest customer success best practices. Customer Success Is A Growth Strategy. Why is customer success so important? Customer Success Optimization.

CX 84

CX Start-ups Technology Technology 84

ClientSuccess

JANUARY 12, 2021

This past year was all about flexibility, pivoting, and delivering value to customers above all else. CSMs truly went above and beyond for their customers to ensure value, as customer retention meant more than ever. Across industries and organizations, customer success departments truly had a break-out year in 2020.

Customer Journey Map 53

Customer Journey Map Customer Retention Start-ups Sales 53

Lumoa

JANUARY 19, 2023

These preliminary steps will help you create a customer experience department that meets your customers’ needs and achieves your business goals. Identify the Company’s Goals Before you start looking for people or draft your CX strategy, your first step should be to clarify and understand the wider objectives of your organization.

Net Promoter Score 88

Net Promoter Score Customer Experience NPS Start-ups 88