Customer Journey

Get the latest best practices on each stage of the customer journey.

  • All
  • Adoption
  • Customer Engagement
  • Customer Retention & Churn
  • Escalations
  • Onboarding
  • Renewals
All
  • All
  • Adoption
  • Customer Engagement
  • Customer Retention & Churn
  • Escalations
  • Onboarding
  • Renewals
What is the cost difference associated with attaining a new customer versus keeping a new one, and how do you optimize both?
Customer Retention & Churn

Customer Retention vs New Customer Acquisition: How Do You Optimize Both?

4 – min read Your customer only sees one brand. For them, customer attraction and retention blur together into one ongoing journey.  It’s important to keep that perspective in …

Regular, effective customer engagement will help your customers realize value.
Customer Engagement

Why is Customer Engagement Important and Valuable?

4 – min read The difference between a friend and an acquaintance is the regularity and depth of your communication. A friend is part of your day-to-day life. You …

Customer retention optimization strategies will help you increase customer lifetime value.
Customer Retention & Churn

Customer Retention Optimization Strategies to Keep Customers Long-Term

4 – min read Your customers are your enterprise’s life’s blood. When you get a new customer, work to retain them and grow customer lifetime value. While the sales …

Adoption

How to Measure User Adoption and Increase Your Rates

5 – min read Metrics are a means to an end. They are not a goal in and of themselves. Their importance lies in their ability to reveal the …

You can beat these common onboarding challenges with the right software.
Onboarding

The Top Five Customer Onboarding Challenges and How to Solve Them

4 – min read Some people think the most important moment in the customer relationship is when they make the initial decision to purchase. But the period after the …

To thrive in this customer centered economy, you must engage customers proactively and regularly.
Best Practices

Understanding the Different Types of Customer Engagement

4 – min read The customer-centered economy has made it easier for customers to switch to a competitor if one company is not fully satisfying them. This has raised …

Retaining current customers ultimately leads to higher profits.
Best Practices

The Relationship Between Customer Retention and Profitability Explained

4 – min read Every business needs to be able to make and increase profits. We go to exhaustive lengths to find new ways to make our businesses more …

Importance of focusing on current customers, high customer retention.
Best Practices

Understanding the Importance of Customer Retention

3 – min read You wouldn’t throw your money away on the street, would you? Or drop it down the garbage disposal? If you’re not working hard to retain …

These best practices will help you fix and prevent low user adoption.
Adoption

What to Do About Low User Adoption

4 – min read It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. By now, they should be implementing your product …

Onboarding is a critical phase for customer success teams.
Best Practices

How to Onboard New Clients in the Customer-Centered Economy

5 – min read Imagine you’re a customer who’s just subscribed to a service or purchased a new product. In a perfect world, what would happen next? You’d probably …

Set the stage for the customer renewal process long before the deadline.
Best Practices

Making the Most of the Customer Renewal Process

4 – min read Renewal is a promise of future reward. In fact, an MRI study of the thought processes of loyal customers found that specific parts of the …

Voice of the Customer data is incredibly useful for customer success teams.
Customer Engagement

What is Voice of Customer and How Can You Leverage It?

5 – min read According to research by workplace collaboration specialist Atlassian, less than 1 in 5 people believe companies listen to their feedback. Whenever a customer offers feedback, …

Customer engagement objectives help your team stay on track.
Best Practices

Customer Engagement Objectives You Should Keep in Mind

3 – min read When consumers decide which brand of product to purchase, they pick the one they have the strongest relationship with. As such, it’s critical that customer …

Upsells should only be pursued when they make sense for the customer.
Renewals

Customer Success and Upsells: How to Make the Most of Opportunities

3 – min read When your goal is to grow your customer’s business, upselling becomes a means, not an end. That’s the advantage of working within a customer-centric environment. …

The best way to stop churn is to take proactive preventative measures.
Customer Retention & Churn

The Top 4 Causes of Customer Churn and How to Address Them

4 – min read In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more …

Customer Engagement

The Top Three Ways to Improve Customer Engagement and Loyalty for Enterprises

4 – min read Customer loyalty is priceless. If you retain customers, they’ll spend far more than the price of their initial purchase over a lifetime. Plus, current customers …

Onboarding

The Top 5 Customer Onboarding Metrics and How to Leverage Them

4 – min read Onboarding isn’t just about introductions; it’s about acceleration. Customers expect to see value from your product as soon as possible, so customer success teams should …

Renewals

How to Calculate Your Customer Renewal Rate

4 – min read Renewal is about a consistent revenue basis. The rate at which your customers extend their relationship with you determines how fast and how far your …