CustomerSuccessBox

MARCH 25, 2021

Financial Mathematics of a SaaS business model. SaaS business models are different from traditional business models. Unlike the traditional business model, where once the opportunity is marked closed-won, it’s time to celebrate, but when it comes to SaaS, the acquisition is not the end game. Upsell, Expand, and Grow.

Customer retention 52

Customer retention SaaS B2B Upselling 52

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. The SaaS Debate: Who Owns the Renewal and Upsell? Whether Customer Success or sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. 31 st Fastest Growing SaaS Company on SaaS Mag’s list. Customer Success vs. Sales.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. But organizing and facilitating a forum for your customers and industry to connect over the pains and passions of a shared profession is one of the most organic and authentic ways to build loyalty.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

OCTOBER 30, 2020

Top SaaS CEOs Talk Compensation, Automation, and Investors. No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. The post Customer Success is Changing: Top SaaS CEOs Reveal What’s Ahead appeared first on ChurnZero.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

Comm100

NOVEMBER 11, 2015

Before you roll your eyes and point out that you don’t have a magic lamp to rub, consider your upselling game. Do you really know how to upsell? Maybe you’ve just been going about upselling the wrong way, with awkward timing and subpar recommendations. Find Appropriate Upsells. Have you even been trying?

Upselling 73

Upselling Sales Scripts B2C 73

CustomerSuccessBox

NOVEMBER 17, 2021

A major shift in the distribution model of software meant that SaaS metrics needed to evolve. We will be discussing all Net Revenue Retention in this blog. If you are a SaaS business, churn is your devil with the pitchfork. But SaaS leaders know the importance of Net Revenue Retention and tracking it.

Upselling 52

Upselling SaaS Metrics Accountability 52

ChurnZero

MAY 3, 2022

Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. Crash Course in Customer Success and SaaS Metrics (with Dave Kellogg). The top ten Customer Success blogs to bookmark and start reading.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

CustomerSuccessBox

DECEMBER 4, 2018

In the SaaS world, the customer-acquisition-cost (CAC) is high and the initial payment is peanuts compared to the lifetime value (LTV) of the customer. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. That means the customer needs to renew their contract more than once.

Best practices 40

Best practices Customer retention SaaS Metrics 40

Nicereply

JUNE 20, 2023

The SaaS model has blurred the lines between marketing, sales, conversion, on-boarding, training, support,and retention. With Customer Experience talent, communication style, and ability to upsell/renew without being or seeming “salesy” are also skills we tend to look for. Kristina: CX has really evolved over the past decade.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. Why Optimizing Your SaaS Onboarding Matters. What Is the Client Onboarding Process?

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

Totango

APRIL 4, 2024

I recently hosted a webinar with four leaders from our team to learn how they work together to bolster retention, expansion, and upsells as a truly unified CS and sales front. The overwhelming consensus was that there is, and will continue to be, a significant shift toward sustainable customer growth throughout the SaaS industry.

Sales 89

Sales Upselling Accountability SaaS 89

Totango

AUGUST 9, 2022

Firmographics: such as company size, industry, and annual revenue. Sales : Sales teams can use customer segmentation to group prospects and customers based on propensity to buy, potential transaction value and upsell opportunities. This enables more repeat business, more upsell opportunities, referrals and higher revenue.

Best practices 100

Best practices B2B Journey mapping Upselling 100

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. Even Data is reliable, accurate and complete, it can still become overwhelming.

Metrics 52

Metrics Upselling SaaS Accountability 52

CustomerSuccessBox

OCTOBER 5, 2021

In SaaS businesses, ARR/MRR is the lifeline for their existence. Surprisingly, only 10% of SaaS businesses ever get past the 125% MRR rate. The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. What would you do if you can’t maintain and improve your ARR?

Upselling 59

Upselling SaaS Metrics Accountability 59

Amity

FEBRUARY 18, 2014

While Geoffrey Moore is clear that the Four Gears model applies to consumer markets, as the SaaS business model evolves and industry adopts more of the tactics of consumer markets, it starts to resemble the B2C markets in many ways. I propose a modification of the 4 Gears model to help understand what we are seeing in the SaaS 2.0

B2B 48

B2B SaaS B2C Upselling 48

ChurnZero

JUNE 15, 2021

This is a guest blog post by Jeff Galowich, CEO of Blue Horizon Software. In a world seemingly obsessed with hyper-growth, this may sound like heresy, but when evaluating a B2B software-as-a-service (SaaS) company, the most important metric we look at is retention. cross-selling, upselling, etc.)

Metrics 59

Metrics SaaS Upselling Surveys 59

ChurnZero

MAY 3, 2022

Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. The only problem is knowing where to start—so we’re here to help. We’ll help you find your path to success. Start with our top five.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

ChurnZero

JANUARY 25, 2024

With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. Deep industry knowledge, customer understanding, or experience with similar products or customers gives candidates a competitive edge.

Education 52

Education Upselling Consulting Consulting 52

CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams. At the start, it is not feasible to focus on several KPIs like retention, onboarding, upsells etc. So what should the focus be on?

Upselling 65

Upselling Chief Customer Officer SaaS Sales 65

ClientSuccess

MARCH 9, 2020

As modern SaaS customers have changed and grown more complex over the last few years, the roles of customer success and customer experience have also changed. Amazing customer experiences often lead to recommendations and testimonials, which in turn usually mean an account renewal or upsell.

Customer Experience 97

Customer Experience Accountability Upselling SaaS 97

Totango

MARCH 5, 2021

To set a target CRR, research what CRR scores are common in your industry. For example, in the SaaS industry, 35% is a good retention rate. Retaining customers is far less expensive than the cost of acquiring new ones and can bring growth in the form of upsells from current customers.

Customer retention 86

Customer retention Upselling Enterprise Benchmark 86

SmartKarrot

MARCH 2, 2022

And this is even more difficult when it comes to companies that offer SaaS products. To grow and succeed in such a dense market, it is important for SaaS companies/product owners to come up with an effective growth marketing framework – with 100% effective growth marketing strategies. Like what you are reading?

SaaS 12

SaaS Marketing Upselling Engineering 12

CustomerSuccessBox

MAY 31, 2021

With that said, let’s look at the answer to the most fundamental question, as to how many Success managers should a SaaS company really need? The other responsibilities of a CSM includes- i) Account escalation ii)Periodic health check iii) customer advocacy iv) Renewals and upsells. What is the Ideal Number to start with?

Management 52

Management SaaS Customer advocacy Accountability 52

ClientSuccess

SEPTEMBER 27, 2018

For many customer success teams, however, the rapid growth of the industry (especially in the SaaS world) has left heads spinning. For today’s SaaS customer relationships, it’s not enough just to work directly with the project manager or end users on your customer’s team. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

SaaS 74

SaaS Finance Metrics Upselling 74

Totango

DECEMBER 3, 2020

Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. .

Upselling 64

Upselling Accountability Enterprise Metrics 64

ClientSuccess

MARCH 9, 2020

As modern SaaS customers have changed and grown more complex over the last few years, the roles of customer success and customer experience have also changed. Amazing customer experiences often lead to recommendations and testimonials, which in turn usually mean an account renewal or upsell.

Customer Experience 74

Customer Experience Upselling Accountability SaaS 74

CSM Practice

SEPTEMBER 25, 2020

06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 13:20 – Nick shares his blog post about the four-step playbook for reopening with your customers. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. The Interview: . 08:10 – 2 things that companies are looking for.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

ClientSuccess

JULY 13, 2021

Modern CSMs working in the SaaS industry wear a lot of hats – and we mean a lot. Every day, SaaS organizations make announcements about new product features, issues, alerts, and platform ideas. How can you broach this upsell opportunity, and when? The best CSMs take in all of this information with their customers in mind.

Accountability 52

Accountability SaaS Upselling Best practices 52

CustomerSuccessBox

APRIL 27, 2021

In a subscription economy, customer retention is a necessary focus for business as a SaaS customer only pays 5-15% of total potential Lifetime Value upfront, the rest will only come in as future revenue IF you’re able to retain that customer. Now you can distribute accounts to your CSM based on region, industry, or customer segment.

Customer retention 52

Customer retention SaaS Accountability Engineering 52

SmartKarrot

JANUARY 18, 2021

Many entrepreneurs have joined the bandwagon of SaaS industry, but they are yet to realize that SaaS growth model is quite different from traditional ones. A deep understanding of SaaS growth levers can take your business to the next level. SaaS is a growing industry. Two growth levers in SaaS.

SaaS 10

SaaS Customer retention Upselling Marketing 10

CustomerSuccessBox

DECEMBER 12, 2019

Since the last 5 years, Customer Success has become a buzzword in not only the B2B SaaS industry but several other industries too. Customer success team is responsible for a lot of things like increasing LTV of customer base, reducing churn, facilitate renewals, create upsell opportunities, provide references, .

SaaS 59

SaaS Upselling Construction B2B 59

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. Even Data is reliable, accurate and complete, it can still become overwhelming.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. Even Data is reliable, accurate and complete, it can still become overwhelming.

Metrics 52

Metrics SaaS Customer retention Upselling 52

Totango

APRIL 30, 2021

Developing marketing content for blogs, social media and video platforms. In the B2B SaaS industry, the average CAC is $205 per customer using organic search and social media methods and $341 per customer using paid advertising, estimates SEO provider First Page Sage. These costs will vary by industry. Email marketing.

Customer retention 63

Customer retention Advertising Engineering Upselling 63

CustomerSuccessBox

FEBRUARY 28, 2022

This is why the blog explains why the ‘ LAER model in Customer Success’ is too important a topic to ignore. The LAER (Land, Adopt, Expand, Renew) model was developed by Technology Services Industry Association (TSIA). This is a customer engagement model which helps SaaS businesses drive growth. What is a LAER model?

Upselling 52

Upselling Customer advocacy SaaS Education 52

Totango

MARCH 4, 2022

In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. Then, we’ll consider how B2B customer service differs from customer success in a B2B context.

B2B 92

B2B Customer Service Interactive Voice Response B2C 92

CSM Practice

MAY 22, 2022

The recurring revenue model of the B2B SaaS industry pushes the Customer Success teams to retain and expand the existing customer base. The importance of the CS framework has increased because Customer Success is now a critical business practice in most SaaS organizations. Renewals and/or Expansion . Key takeaways.

Brand ambassadors 59

Brand ambassadors SaaS B2B Customer retention 59