CustomerSuccessBox

MARCH 18, 2020

So, when the time comes for that renewal or upsell, you have built the relation to bring it up without any awkwardness. Video calls : We live in the age of Zoom , Google Hangouts and Webex. So you have no excuses for not doing a video call with your customers. The post Can’t travel? 6 alternatives for Customer Success Managers.

Management 115

Management SaaS Upselling Accountability 115

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. Communication can be via call, video conference or via email.

Best practices 40

Best practices Customer retention SaaS Metrics 40

ChurnZero

MAY 3, 2022

Did you know that, by the end of this week, one-third of internet users* will have watched a tutorial or how-to video? We also love their bite-sized CS skills videos that tackle common challenges for CSMs. Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 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

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

NOVEMBER 1, 2018

Patrick Campbell, CEO and Founder of ProfitWell, a SaaS analytics platform , takes this uncertainty a step further. In a recent article , Patrick questions the overall definition of customer success, echoing a common sentiment in the industry: is customer success about combating churn or is it focused on upsells and renewals?

Upselling 61

Upselling SaaS Accountability Analytics 61

CSM Practice

FEBRUARY 24, 2020

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. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

Metrics 52

Metrics Upselling SaaS Accountability 52

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Watch the full video below: Read the full transcript to learn more. 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.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

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

MARCH 27, 2019

Thus, increasing the retention rate, and creating potential opportunity for upsells / cross-sells too. Customer success managers have a lot of responsibilities like increasing retention, decreasing time to value, building key relationships, create upsell opportunities, etc. Liked this blog? Decide what to focus on.

Upselling 66

Upselling SaaS Best practices Feedback 66

CSM Practice

FEBRUARY 12, 2020

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. READ our Customer Success BLOG: [link].

Upselling 52

Upselling Customer centricity Sales Accountability 52

SmartKarrot

FEBRUARY 15, 2022

Success in SaaS is not as easy as it seems. How to Use Webinars to Supercharge SaaS Customer Success? . You can even add time stamps, closed captions, and annotations in the webinar video to ensure users can get back to it and learn. Renewals, upselling, and repurchasing. Where can customer success teams use webinars? .

SaaS 10

SaaS Education Upselling Technical Support 10

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. Web design and maintenance. Email marketing. Text marketing.

Customer retention 63

Customer retention Advertising Engineering Upselling 63

CSM Practice

DECEMBER 8, 2019

Customer churn is a vital metric for the success of any SaaS company and its customer success team. Churn directly affects the sustainability and growth of SaaS businesses as small monthly increases in churn percentage can compound over time and drastically reduce revenue. Revealing opportunities for cross-sells and upsells.

SaaS 88

SaaS Customer retention Accountability Feedback 88

CustomerSuccessBox

JUNE 13, 2019

In the SaaS world, the sales and marketing departments just bring in customers. In SaaS companies, as the company grows, the contribution of recurring revenue to the total revenue increases. Since recurring revenue is so critical, SaaS companies need to be proactive to survive. Here is the complete video of the discussion: ? ?.

SaaS 45

SaaS Sales Customer Support Upselling 45

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? In this blog, we’ll learn how. Naturally, businesses will want to rely on customer loyalty for sustainable growth and profitability. This is where customer success comes in.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. It involves leveraging customer feedback, reviews, videos, and other customer-created content to create an authentic customer experience. Often, we relate the onboarding with SaaS companies, when talking about onboarding, but it’s not a necessity.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Amity

FEBRUARY 2, 2016

• Blog Posts. The nature of the SaaS model means that there is a very direct relationship between your company’s ability to achieve its corporate goals and your customers’ ability to achieve their goals. 3 Ways to Elevate Customer Success in Your SaaS Business. Are Your Customer Success Stories Being Heard?

SaaS 80

SaaS Education Customer retention Sales 80

ClientSuccess

OCTOBER 22, 2019

At its core, customer advocacy is when customer service teams work with customers to determine what is best for the customer and their long-term goals instead of making strategic decisions from an upsell or corporate growth standpoint. The growth of customer advocacy has been a boon for customer success teams for a few reasons.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

CustomerSuccessBox

NOVEMBER 2, 2021

These are guides, video tutorials, or automated tutorials. This can be a hit or a miss as some customers might find it difficult to grasp through just videos. A Customer Success Manager (CSM) job is to build relations with the customer strong enough that opportunities of upsell and retention organically present themselves.

Sales 52

Sales Engineering Upselling Customer retention 52

ClientSuccess

JULY 5, 2017

As any SaaS professional knows, even the best laid plans sometimes hit roadblocks. Oftentimes low touch onboarding involves just a series of video tutorials or automated help guides. Pitfall #4: Expansion & Upsell (Weak Value Realization Post Implementation). Expansion and Upsell Best Practices. Missed opportunities.

Sales 40

Sales Upselling Best practices SaaS 40

CSM Practice

FEBRUARY 24, 2020

While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. You can follow the links above to read the entire blog series. READ our Customer Success BLOG: [link]. Customer Financial Metrics. Customer Heath Metrics. 2. Active Users.

Metrics 52

Metrics Education Best practices Accountability 52

JustCall

APRIL 5, 2023

In this blog, we will explore what customer success management is about, the instrumental role its software plays in driving customer success, as well as the various customer success management tools utilized in this endeavour. This allows more opportunities for your team to upsell and cross-sell to customers.

Management 52

Management CRM Analytics Customer retention 52

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. Demonstration videos. Blog content consumption. Video chat.

SaaS 107

SaaS Journey mapping B2B Feedback 107

JivoChat

JUNE 1, 2021

Even if you sell SaaS, you can use software like G2 or Capterra to display user reviews and increase your social proof to make the most of this touchpoint. Here are important post-purchase touchpoints to keep in mind: Upselling and cross-selling emails. Video call — Offer a live demo to showcase your product features.

CRM 52

CRM Advertising Chatbots Surveys 52

Education Services Group

FEBRUARY 5, 2019

Guiding your customers at the right pace, with the right understanding of their business, and providing the right tools are the keys to a successful SaaS customer journey. Tutorials, videos, and other educational resources will make the path to adoption easier. Did you like this blog post? 5) Advocacy.

Education 40

Education Upselling Marketing SaaS 40

Amity

DECEMBER 14, 2016

In the always-on world of SaaS, the role of customer success varies across companies and industries. Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. 1-2pm Read the InVision Weekly Digest and catch up on blog - This is a block of time held on my calendar every week.

Management 84

Management Finance Enterprise Accountability 84

CSM Practice

JULY 24, 2019

Here are some solutions that you can use to foster a customer-centric mindset across all departments in your SaaS company: 1. Sales – The CSM can identify expansion, cross-sells, upsells or renewal opportunities that customers might be interested in while assisting them to close more deals. Align Strategy with Customer Needs.

Customer centricity 45

Customer centricity Feedback Finance Upselling 45

Amity

MAY 9, 2016

When I was a Customer Success Manager at Eloqua, the role was managing accounts (Renewals, Upsells, Cross-Sells, Success Planning). I have also been encouraging all of our customer-facing teams to do more video calls because it helps build that relationship too. Cross-sell, upsell, retention.

Coaching 56

Coaching Upselling Accountability Sales 56

SmartKarrot

MARCH 15, 2022

In SaaS companies, the growth strategy is extremely important. SaaS companies like Zoom, Netflix, and Slack offer a great product experience. If someone becomes a customer if they read a blog, watch a video, or download an ebook- it is marketing-led growth. There has been a shift in how businesses work and run.

Sales 10

Sales Marketing SaaS Customer retention 10

ClientSuccess

JULY 16, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Through these interactions, I firmly believe it will help create stronger relationships, as well as increase our opportunities for upsell and renewals.

Sales 41

Sales Upselling SaaS Best practices 41

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. Check the video below from UX Mastery to understand the basics of customer journey mapping. Often, we relate the onboarding with SaaS companies, when talking about onboarding, but it's not a necessity. To get started, check this detailed guide to SaaS onboarding.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

ChurnZero

JUNE 28, 2019

While Guitar Hero was a part of my life growing up – though I never really nailed those solos – my video game consoles have mostly gone unused. Whether it pertains to upcoming customer milestones or perhaps a potential upsell opportunity, great CSMs can identify small actions that can drive business outcomes.

B2B 49

B2B B2C Entertainment Customer advocacy 49

SmartKarrot

JUNE 30, 2021

Why Product Adoption is Critical for SaaS Success? Product adoption is critical for SaaS success and affects the profitability and performance of the product to a large extent. This is why product adoption improves SaaS success. A good product adoption strategy will enhance your SaaS success. Evaluation.

SaaS 10

SaaS Upselling Metrics Advertising 10

Amity

MAY 25, 2016

Also, the opportunity to be a part of a SaaS company really allowed me to progress, get new opportunities, and create new skillsets which has led me to this stage now, leading this team. Considering we are a SaaS organization and where we wanted to take those two customer-facing teams, we knew it was the right thing to do, and it has been.

Best practices 90

Best practices Metrics Sales SaaS 90

Nicereply

JUNE 18, 2020

SaaS and eCommerce have been around long enough that some companies now have customers for over a decade. In SaaS, the most common cohort analysis is done based on the time of signup. We break down the perfect apology for customer service on our blog, where you can also find a sample apology to adapt for your needs.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

SmartKarrot

JUNE 2, 2022

Customer experience is crucial for any B2B SaaS business. Any B2B SaaS business must keep the customers with the business with a good customer experience. Improvements in customer experience lead to increase upsell and cross-sell chances by 20-40% Reduced churn Improved customer satisfaction. Like what you are reading?

B2B 10

B2B Customer Experience B2C Banking 10