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Customer Journey
Get the latest best practices on each stage of the customer journey.
- All
- Customer Engagement
- Customer Onboarding
- Customer Renewals
- Customer Retention & Churn
- Escalations
- All
- Customer Engagement
- Customer Onboarding
- Customer Renewals
- Customer Retention & Churn
- Escalations
7 Customer Onboarding Best Practices
6 – min read Onboarding is defined as the actions your company takes after a customer signs up to use your product. These actions are crucial to customer success, …
Escalation Management Framework Techniques to Put into Action Now
5 – min read When operating within a customer-centered economy, maintaining client satisfaction is an absolute necessity—a fact that’s been made all the more true thanks to today’s increasingly …
7 Strategies for Turning Customers into Advocates
5 – min read Given that peer recommendations are among the most trusted sources of information about a business, positive reviews from existing customers can quickly turn into genuine …
How to Improve Customer Retention—Even During a Pandemic
6 – min read Customer retention is the continuation of a valued service. Like the binge-worthy series that demands one more late-night episode after another, when things are going …
Customer Retention During Economic Downturns: What’s Top of Mind for Your Customers?
5 – min read The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and …
How to Choose a Customer Engagement Model
4 – min read Dynamic customer engagement is key to building strong relationships with your customers. Customer engagement connects your customers with your company, through both personal and digital …
Building Your Product Adoption Strategy: 5 Ways to Improve Customer Engagement
5 – min read Customer success in the 2020s is a precision business. Just as resource companies have boosted yields and increased prospect success rates through the adoption of …
5 Stakeholder Engagement Best Practices to Improve Customer Communication
5 – min read Your communication with your customer is the force multiplier that can unlock the full potential of your product. The advice, lessons, and encouragement you provide …
How Data-Driven Customer Engagement Delivers Value to Each Customer
4 – min read For any business, the question of how to meet the needs of the client is front and center. After all, as the old adage goes, …
How to Predict Customer Churn—And What to Do About It
5 – min read To paraphrase the famous saying, there are only two things that are certain in business: churn and taxes. While it is impossible to completely avoid …
A Customer Onboarding Checklist for Successful CS Teams
3 – min read A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to …
How Should You Define Customer Success?
5 – min read In customer success, your customers define their own victories. No one-size-fits-all finish line exists that clients must strive to cross, and there is no Harvard …
5 Tips to Deliver a Great SaaS Customer Onboarding Experience
4 – min read Customer onboarding is an introduction to a new way of working. Your customer has sought out your product because they hope it will bring them …
Engaging Customers During COVID-19: How to Cut Through the Noise
3 – min read Customer engagement, while always a vital piece of the puzzle of success, has never been more important than it has become since the pandemic. The …
Proactive Stakeholder Engagement – Key Strategies During Covid-19 From Lucid and Totango
2 – min read As virtual teams and remote engagement become the norm for Customer Success teams, staying on top of customer needs and expectations is becoming more …
4 Ways to Speed Up New SaaS Customer Onboarding
6 – min read Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you …
Customer Churn During a Pandemic: What SaaS Companies Need to Know
4 – min read A crisis is a time for Customer Success teams. In situations such as the current COVID-19 pandemic, your CS team can take action to prevent …
3 Communications Strategies to Use During a Crisis
3 – min read Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and …
