Totango

JULY 31, 2020

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 and your customer. How SaaS Enterprises Can Streamline New User Onboarding.

SaaS 127

SaaS Healthcare Customer retention Enterprise 127

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

ClientSuccess

JANUARY 25, 2021

The old adage that ‘your current customers are your best marketing tool’ still holds true, even in the age of digital marketing and SaaS vendors. Your current customers know your product inside and out and, hopefully, have seen firsthand the value your solution provides and the support of your account management team.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

CustomerSuccessBox

JULY 9, 2021

A customer journey is very specific to the physical experiences your customers have. Importance of Customer Journey in SaaS. In the SaaS business, the customer is the ultimate boss. Customer onboarding is the first thing that a customer goes through after buying/subscribing to your product.

SaaS 59

SaaS Journey mapping B2C B2B 59

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. It helps articulate the health of a SaaS business. Learn from three SaaS CEOs.

SaaS 52

SaaS Metrics Customer retention Construction 52

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer retention 110

Customer retention Analytics Airlines Personalization 110

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

Totango

JULY 21, 2020

One of the most important ways to reduce churn and stay relevant to your customers is to make sure your team is as flexible and agile as possible. The current COVID-19 pandemic has not been kind to many industries, and SaaS is no exception. In March of this year, SaaS stocks reached a 20 percent decline from their selling highs.

SaaS 64

SaaS Calibration Enterprise Customer retention 64

ProProfs Blog

SEPTEMBER 13, 2019

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. As you can see, delivering the perfect saas customer support experiences is directly correlated with your churn and retention.

SaaS 83

SaaS Customer Service Customer Support Best practices 83

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Enterprise 92

Enterprise Finance SaaS Analytics 92

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. So, if your retention is on the rocks, and you’re wondering what else you can possibly do to save it, make sure you’re marketing to your customers.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Totango

SEPTEMBER 6, 2022

A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers. For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time.

SaaS 106

SaaS Technical Support Benchmark Accountability 106

ChurnZero

JUNE 16, 2020

SaaStock has been helping SaaS businesses gain traction, grow and scale for the last five years with their in-person conferences. That’s what led them to bring that value online with their SaaStock Remote event last week. That’s what led them to bring that value online with their SaaStock Remote event last week.

SaaS 92

SaaS Customer retention Customer centricity B2B 92

ChurnZero

MARCH 22, 2019

Did you know: For every 1% increase in revenue retention, a SaaS company’s valuation increases by 12% after five years? This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. Q&A Recap.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

Totango

MAY 24, 2022

CRM apps are designed to manage customer data for sales purposes. CS platforms are designed to deliver satisfying customer experiences to promote post-sales customer retention and pre-sales upgrades from freemium products. Tracking customer progress toward KPI goals. Identifying upsell and referral opportunities.

CRM 90

CRM SaaS Enterprise Sales 90

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Making upsell offers.

B2B 116

B2B Journey mapping SaaS Engineering 116

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Online brand advocacy.

SaaS 106

SaaS Journey mapping B2B Feedback 106

ProProfs Blog

APRIL 17, 2020

In short, your success relies on the fact that your customers don’t leave you. And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%. That’s one of the reasons why y ou formulate strategies to retain your customers. 5: Customer Satisfaction Score. #6:

Metrics 142

Metrics Customer retention SaaS Surveys 142

ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. With 12,500 attendees, 250 speakers, 200 sponsors, their missions is to provide the SaaS community with unparalleled access to the top minds in SaaS.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

CSM Practice

FEBRUARY 24, 2020

1. Average Revenue Per Account (ARPA). The Average Revenue Per Account is a profitability metric that assesses your company’s revenue per customer account, usually calculated on a yearly, quarterly, or monthly basis. Average Revenue Per Customer = Total Revenue / Number of Accounts.

Metrics 52

Metrics Upselling SaaS Accountability 52

CSM Practice

MAY 22, 2022

Hence, the Customer Success framework is the foundation to design and build your aligned processes. Why is it important to design a Customer Success framework ? . The recurring revenue model of the B2B SaaS industry pushes the Customer Success teams to retain and expand the existing customer base. Key takeaways.

Brand ambassadors 59

Brand ambassadors SaaS B2B Customer retention 59

CustomerSuccessBox

MAY 18, 2022

Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. If you are someone working in a SaaS startup, this blog has excellent thoughts to share with you. 16 Ventures.

SaaS 52

SaaS Upselling Education Customer retention 52

ChurnZero

JUNE 12, 2020

Who ensures the renewal process happens for all your accounts? Again, if you replied, “Customer Success Director or above,” you’re not getting the most value from leadership. They reactively respond to raised events or close their eyes and wait to see what happens with auto-renew clients. “If Strong Excel and Salesforce skills.

SaaS 80

SaaS Metrics Customer retention Analytics 80

SmartKarrot

OCTOBER 13, 2023

Retaining those customers for the long haul is equally, if not more, essential. A high customer retention rate is a testament to a company’s customer-centric approach, resulting in increased profits, positive word-of-mouth, and enhanced brand reputation. While points and discounts are great, think outside the box.

Customer retention 10

Customer retention Customer centricity Education Feedback 10

CSM Practice

FEBRUARY 24, 2020

1. Average Revenue Per Account (ARPA). The Average Revenue Per Account is a profitability metric that assesses your company’s revenue per customer account, usually calculated on a yearly, quarterly, or monthly basis. Average Revenue Per Customer = Total Revenue / Number of Accounts.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

1. Average Revenue Per Account (ARPA). The Average Revenue Per Account is a profitability metric that assesses your company’s revenue per customer account, usually calculated on a yearly, quarterly, or monthly basis. Average Revenue Per Customer = Total Revenue / Number of Accounts.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). As we enter another year, Customer Success is poised to be more sophisticated. As we enter another year, Customer Success is poised to be more sophisticated. Managing customer relationships is crucial.

SaaS 52

SaaS Metrics Accountability Upselling 52

ChurnZero

APRIL 27, 2021

As ChurnZero recently secured a Series B investment bringing our total funding that has been raised to date to $35 million, we thought we’d take a look back and see the role that Customer Success plays at each respective stage of funding for SaaS companies. Your customer base, and therefore revenue need to be recurring as well.

SaaS 98

SaaS Metrics Sales Marketing 98

SmartKarrot

MAY 11, 2022

The first lesson a B2B SaaS (Software as a Service) marketer learns about account-based marketing tactics is that you cannot possibly target each customer in your niche. This is the hard truth of account-based marketing strategy. Develop and execute targeted marketing for key accounts. The answer is quite simple.

Accountability 10

Accountability Marketing B2B SaaS 10

CustomerSuccessBox

FEBRUARY 20, 2022

Significantly changing from red to green, allowing the customer success teams to know the status of the customer relationship with the product, which gives them insights to enhance it better over time. Tip: Calculating a perfect customer health score for SaaS. All the needed information for an account is in one place.

SaaS 52

SaaS B2B Accountability Upselling 52

Education Services Group

JULY 20, 2021

As much as you automate to the customer, consider automating activities to your CSMs. Scheduling/automating QBRs and touchpoint tasks can be simple ways to help time manage accounts so the CSM doesn’t have to comb through their full account list each day or week. Do you foresee a rise in the implementation of this strategy?

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

ChurnZero

JANUARY 17, 2020

Prior to deploying a Customer Success p latform, many companies find their CS operations comprised of an endless web of spreadsheets and unorganized documentation. The approach that may have worked for managing a small number of customer accounts can prove an obstacle as your company scales.

Best practices 72

Best practices Accountability Upselling SaaS 72

ChurnZero

MAY 15, 2020

Facing massive economic instability for the first time, Customer Success teams had to devise crisis preparedness and communication plans as well as customer retention strategies to minimize churn. The data in this article is sourced from SaaS businesses across 20 industries that use ChurnZero. 2x emails sent.

Benchmark 72

Benchmark Accountability SaaS Customer retention 72

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. Do you have enough empathy to know how your response is being received through your customer’s eyes? 6 Customer Retention Strategies That Kee p Customers Coming Back .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Education Services Group

MAY 6, 2021

Candidates can bless organizations with additional qualities above and beyond these four, but having a CSM that is a self-starter, demonstrates empathy, is tech savvy, and possesses a customer-first mindset is the strongest foundation you can ask for. 3 Accept that the customer lifecycle is not infinite. The Decision Maker(s). •

Accountability 92

Accountability Construction SaaS Sales 92

SmartKarrot

JULY 8, 2020

Building a successful SaaS business is a herculean task that comes with a unique set of challenges. The wide range of SaaS solutions available in the market makes it difficult to woo new customers. This, in turn, requires you to track various metrics to boost customer retention and maximize revenue. . Churn Rate.

SaaS 10

SaaS Analytics Metrics Customer retention 10