Customer journeys

We spoke to Ralph Meyer, Enterprise Customer Success Manager at Procore Technologies, ahead of his presentation at the Customer Success Festival in London. Ralph asks the question: 'How do we shift from a product-focused discussion to solving business challenges?’...

The product roadmap acts as a guide and strategic plan of action, which clearly communicates how your short-term product efforts match up with your long-term organizational goals....

The customer journey is rarely seamless. But if you’re not utilizing customer data to address where customers are churning, it can be difficult to know where to start when fixing it....

The customer journey is typically a visual representation of a user’s journey with an organization, and how they interact with it at various points over time and across channels....

Every customer success professional will be acutely aware of how important it is to get customers to use their product. A low-adoption rate is one thing, but unengaged customers left to their own devices may decide to cancel their subscription....

When you think of the three keywords in the title – engaged, happy, successful– which one seems the most significant? Actually, the only one that really matters is success. Once you have a strong roadmap for customer success, those other traits will naturally follow....

Mutual engagement plans provide concrete and quantifiable evidence of all the work you and your stakeholders have been able to accomplish – even better if they’re led by customer success....

I believe it's easier to get at what customer onboarding should be by identifying frankly, what it shouldn't be. The sophistication and comprehensiveness of each organization's onboarding motion exists somewhere on a spectrum....

Your job is to empower sales reps to engage with customers. Customer journey mapping allows you to see those touchpoints in a more meaningful context....

Max Smith-Gee, Head of Customer Success at Simpo took the time to answer some burning questions on everything from onboarding to aligning the sales process to customer journeys....

There are several strategies for retaining customers (many of which we’ve written about) that can help transform your bottom line, but today we’re going to focus solely on the importance of building lasting relationships with your customers....

In this Q&A, Christopher Simpson of Direct Commerce discusses client engagement in the digital era. Plus, his views on customer success in 2021....

Lots of customer retention—the ultimate goal for SaaS businesses like yours. Keeping churn rates low and long-term subscriptions ticking over is what...