Gainsight

FEBRUARY 26, 2024

Well-defined customer touchpoints are the foundation of a strong digital experience with your product. As the SaaS industry evolves and gets more sophisticated, so do customer and user journeys along these touch points. Here’s a look at how to drive adoption with digital user journeys.

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SurveySensum

OCTOBER 5, 2020

For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. It will tell you at what different stages you should launch customer surveys to collect feedback. . At what touchpoints and milestones should you launch feedback surveys?

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PeopleMetrics

JANUARY 24, 2022

All customers being treated the same – in CX programs, customers are often treated equally despite clear evidence that some customers contribute more and their expectations are different. These trends have created what I believe is the next frontier in CX – high-impact customer experience. Fire away those ad hoc surveys!

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Gainsight

DECEMBER 8, 2022

Using Gainsight Journey Orchestrator, Salesforce, Calendly, and group webinars, the company was able to convert its drawn-out and highly personalized onboarding journey into a standardized, templated digital journey. Ask Yourself: Can This Be a Digital Touchpoint?

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Wootric CX Blog

MARCH 15, 2020

Here’s a quick guide on how to automate closing the loop on customer feedback. Improve customer experience at customer journey touchpoints. To get serious about retention, consider asking for feedback at critical SaaS journey points–after onboarding, support interactions, and during product/feature use.

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InMoment XI

OCTOBER 10, 2023

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. These metrics delve deep, capturing the nuances of every touchpoint, from the initial inquiry to post-purchase survey.

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SmartKarrot

JANUARY 18, 2023

Participate in webinars as a subject matter expert as needed. Coordinate the various departments associated with customer experience management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance, and customer touchpoints.

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ChurnZero

JANUARY 10, 2020

His expertise is helping organizations focus on the customer journey to deliver an extraordinary customer experience, underpinned by world-class customer success, on-boarding and support organizations. . Investing in our customers’ success is one of ShootProof’s top priorities.

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CustomerSuccessBox

NOVEMBER 1, 2018

In the webinar “ Playbook: Delivering Customer Success to Fortune 500 ”, Tj speaks about his experiences, mistakes, and wins while setting up customer success at XebiaLabs and dealing with Fortune 500 customers. What does the customer journey look like? Implementation: Setting customers up for success.

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GetFeedback

JULY 19, 2019

If you’re beginning to get positive feedback on a touchpoint in your customer journey that you set out to improve, you’ve got an insight into your CX process and the decisions you’re making. Ninety-five percent of disgruntled customers do not complain to the entity responsible for their dissatisfaction.

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Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. If so, you are not alone.

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NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here.

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CSM Magazine

SEPTEMBER 20, 2021

Focus on the Entire Customer Journey. Generally, businesses interact with the customers on standalone touchpoints in their journeys such as: First purchase. However, studies reveal that focusing on the entire customer journey instead of these standalone touchpoints is one of the vital customer service skills.

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