Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Best practices 103

Best practices SaaS Journey mapping B2C 103

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer retention 86

Customer retention Upselling Enterprise Benchmark 86

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 83

B2B SaaS Education Brand ambassadors 83

ChurnZero

JULY 29, 2022

But keeping the customers you have is better. With the rise of the SaaS model, retention has dethroned acquisition as the primary means to achieve long-term growth and high valuation. In fact, according to one source, increasing your customer retention by just 5% can increase your revenue by up to 95%.

SaaS 98

SaaS Customer centricity Upselling Accountability 98

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

SaaS 111

SaaS Journey mapping Upselling Best practices 111

ClientSuccess

NOVEMBER 2, 2022

But customer satisfaction is another side to the CSM role that has become increasingly important over the last few years. SaaS organizations are focusing more on maintaining and cultivating long-term customer relationships than ever before, and CSMs are at the forefront of these efforts. Are NPS scores taking a dip?

Customer retention 70

Customer retention Upselling SaaS Accountability 70

ChurnZero

JULY 8, 2022

Oh, by the way, what’s your customer retention?” It was clear that, barring any wildly outlandish figures, customer retention wasn’t a dealbreaker in their decision to invest. Net revenue retention (NRR) is taking center stage as the qualifying metric for determining the health of a SaaS business.

SaaS 98

SaaS Metrics Customer retention Upselling 98

ChurnZero

JANUARY 10, 2022

SaaS customer onboarding makes or breaks your customer retention. It has a long-lasting impact on your customer and deep ties to their likelihood to churn. For this reason, unlocking the optimal SaaS customer onboarding experience is invaluable. Work Cross-Functionally During SaaS Customer Onboarding.

Best practices 98

Best practices SaaS Metrics Sales 98

CSM Practice

MAY 13, 2020

CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies and customer success management teams. We generated an overall analysis of the pandemic effects on Customer Success from around the globe. Renewals and Upsell Deals. Renewals and Upsell Deals.

SaaS 83

SaaS Surveys Upselling Customer retention 83

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition. Price comparison engines.

Customer retention 63

Customer retention Advertising Engineering Upselling 63

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. One step missed can bring a huge impact on your saas retention rate.

Customer retention 52

Customer retention SaaS Accountability Engineering 52

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

AUGUST 12, 2020

Your customer signed on in search of value, and the quicker you can deliver that value, the more likely you are to build lasting relationships with customers. 5 Tips to Maximize the Customer Onboarding Experience. Your sales and customer success teams play a role in designing, monitoring, and executing the onboarding phase.

SaaS 87

SaaS Upselling Enterprise Best practices 87

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. That means the customer needs to renew their contract more than once. You may believe that if the customer does not have any problem, the customer will renew the contract.

Best practices 40

Best practices Customer retention SaaS Metrics 40

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

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. It is because as they kept acquiring new customers, they overlooked the existing ones! As a result, customers churned and the firm couldn’t do anything about it. If not, start focusing on customer retention. Yet, success remained elusive.

SaaS 52

SaaS Customer retention Metrics B2B 52

Totango

FEBRUARY 5, 2019

We believe in data-driven, proactive customer success that lets you take control of your churn risk and strengthen your customer relationships. Reducing churn in this customer-centered subscription economy means placing the customer at the center of everything you do. Reducing Churn with SaaS Strategies.

SaaS 76

SaaS Upselling Customer retention Benchmark 76

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

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

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. That’s where customer retention comes in.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

CustomerSuccessBox

MARCH 14, 2022

Closing a SaaS sales deal could take a hefty time depending upon a lot of factors. But Once you have marked a deal and you have a brand new customer, your next big step kicks in here. Post-Sales refers to a collection of processes that you need to perform after a customer purchases your service. The Post Sales Process’.

CRM 52

CRM SaaS Sales Journey mapping 52

ChurnZero

DECEMBER 17, 2021

Customer acquisition and customer retention are cornerstones of building and maintaining revenue, but customer expansion — and a robust customer expansion strategy — can also be pillars of success. Resulting higher revenues are just that: a byproduct of increased customer satisfaction. Timing is essential.

Management 98

Management Upselling SaaS Education 98

ChurnZero

JULY 19, 2022

Many businesses start their relationship with potential long-term customers with free trials for their product or services. SaaS companies, however, have more to lose than your local grocery store if those customers don’t sign up for more. We’ll focus on Customer Success, process optimization, and personalization. .

SaaS 52

SaaS Feedback Personalization Upselling 52

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

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

CustomerSuccessBox

FEBRUARY 28, 2022

The net revenue retention rate which you may also state as the net retention rate in SaaS businesses is an indicator that depicts the profits and the revenue earned by the business. Let’s look at some of the best net retention rate and how they are doing good at it. Which is the key customer retention metrics to track?-

SaaS 52

SaaS Best practices Enterprise Customer retention 52

CustomerSuccessBox

JULY 9, 2021

Even though customers can be loyal to brands and return to them regularly, the nature of their relations is always short-term. In a SaaS business-like CustomerSuccessBox , anyone who buys a subscription to your product is a customer. Customers pay for the product in order to get immediate value from it. SaaS Customers.

SaaS 52

SaaS Customer retention Upselling Personalization 52

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. So, the question that arises is: How to reduce churn and improve retention with SaaS customer service?

SaaS 83

SaaS Customer Service Customer Support Best practices 83

SmartKarrot

DECEMBER 2, 2022

What if your SaaS (Software As A Service) company discovered a new source of revenue that could potentially boost sales by 20–30% with less effort and money than gaining new logos? A typical SaaS company, regrettably, is not doing enough to maximize this source of money. . Different Types of SaaS Expansion. Cross-sell.

Upselling 21

Upselling Management SaaS Benchmark 21

Totango

JANUARY 17, 2019

Customer retention is vital to the health of your business. In order to run a successful enterprise, you have to think in terms of customer growth and expansion. The digital transformation of business has given customers more choices and greater freedom from long-term arrangements.

SaaS 74

SaaS Enterprise Customer retention Upselling 74

ChurnZero

JULY 2, 2021

Choosing between Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) as your north-star growth metric isn’t an either-or question. SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success.

Customer retention 97

Customer retention Metrics Upselling Chief Customer Officer 97

Totango

SEPTEMBER 13, 2022

A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. Optimize customer onboarding. Onboarding.

SaaS 87

SaaS Upselling Best practices Customer retention 87

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Customer retention Upselling Chief Customer Officer 52

CustomerSuccessBox

JUNE 24, 2022

Every SaaS business lives and breathes by reducing churn and increasing recurring revenue. Monthly Recurring Revenue is a SaaS metric that you should be tracking in order to see where your SaaS business stands. This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

Totango

MAY 24, 2022

Then, we’ll distinguish what CRM software does from what a CS platform does, highlighting why a CRM tool alone isn’t enough to perform CS functions and how you can benefit from coupling your customer relationship management app with a strong supporting customer success platform. Easy retrieval of data from any device.

CRM 90

CRM SaaS Enterprise Sales 90

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Who should manage customer onboarding in a SaaS company?

SaaS 52

SaaS B2B Customer retention Upselling 52