Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Identifying customers in the market for upsell offers and referral invitations.

Customer retention 100

Customer retention Upselling CRM SaaS 100

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. In this article, we’ll discuss five essential technology tools you can use to automate your contract renewal procedures. What Is Contract Renewal? In-App Promotions.

Customer retention 94

Customer retention SaaS Best practices Upselling 94

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. Under all the fancy showbiz lies the fact that running a SaaS business is very challenging. Benefits of having a Customer Success Software for your SaaS business-.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

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. One tool that Katie finds helpful in her role is a RACI matrix that designates accountability to relevant stakeholders involved in a project, task, or decision.

Sales 89

Sales Upselling Accountability SaaS 89

ChurnZero

DECEMBER 29, 2020

This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. A relic from bygone days of old-school Account Management, QBRs are a classic, but not timeless, practice; one that feels perfunctory and misplaced in today’s always-connected, data-enriched landscape.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Amity

FEBRUARY 24, 2016

Issue 77 - Customer Success Articles that are Certified Classics (Part 3). How do we decide which articles are Customer Success Classics? Well, to become certified classic, an article must be written well, easy to read, and most importantly, feature great content. • The Link Between Customer Success, Retention, and Upsells.

Upselling 48

Upselling SaaS Best practices Customer retention 48

Totango

SEPTEMBER 13, 2022

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. What Are The Benefits Of Having A Customer Success Playbook in SaaS? The benefits of customer success playbooks for SaaS providers are numerous. Onboarding.

SaaS 87

SaaS Upselling Best practices Customer retention 87

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In this article, we’ll cover what you need to know to create an effective onboarding checklist. 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.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. A customer engagement strategy is an action plan for promoting active client use of your SaaS product. Regular usage of accounts and product features. Trials of upsell products. What Is a Customer Engagement Strategy?

Journey mapping 77

Journey mapping SaaS Enterprise B2B 77

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? Customer Success Manager.

SaaS 52

SaaS B2B Customer retention Upselling 52

Totango

AUGUST 9, 2022

This article will give you six best practices for optimizing your B2B customer segmentation. Sales : Sales teams can use customer segmentation to group prospects and customers based on propensity to buy, potential transaction value and upsell opportunities. What Is B2B Customer Segmentation? Fill Out the Right Segmentation Buckets.

Best practices 100

Best practices B2B Journey mapping Upselling 100

Totango

MARCH 26, 2021

If you search Google, you’re likely to find every other article giving a slightly different opinion. In this article, we’ll paint a full picture that incorporates the latest technology and provides actionable advice for optimizing each stage of the customer lifecycle. Tactical goals: Making multiple marketing touches. Onboarding.

SaaS 66

SaaS Best practices Upselling Education 66

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 98

Upselling Metrics SaaS Sales 98

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. Finally, we’ll explore what B2B customer service and customer success have in common and why you need them to work together to achieve winning SaaS business results. What is B2B Customer Service?

B2B 92

B2B Customer Service Interactive Voice Response B2C 92

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 97

Upselling Metrics SaaS Sales 97

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . In this article, we will breakdown the factors shaping today’s CS compensation structure and discuss how these elements come to impact a business’s revenue and overall success. .

Upselling 64

Upselling Accountability Enterprise Metrics 64

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? And to understand how to enhance Customer Success Management, check out this article on 5 Best Practices to Enhance your Customer Success Management. What is the Ideal Number to start with?

Management 52

Management SaaS Customer advocacy Accountability 52

Totango

JUNE 1, 2021

By sharing the insights of these multi-dimensional data streams across your enterprise, you increase accountability for the customer experience and create a customer-centered enterprise that is poised to effectively deliver customer lifetime value. Unlike renewals, upsell opportunities are not tied to a specific timeframe.

Enterprise 69

Enterprise Upselling Metrics Accountability 69

Solvvy

JUNE 17, 2021

Scribd’s platform offers access to the best ebooks, audiobooks, magazine articles, documents, and more for over a million people around the world. Automation and personalization also serve an important role in retention, sales enablement, and upsell opportunities. Premium Service for Premium Customers.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

CustomerSuccessBox

NOVEMBER 2, 2021

Christoph Janz, a SaaS enthusiast, and a Venture Capitalist had published a brilliant article way back in 2014. It was meant for SaaS companies. The y-axis shows the average revenue per account (ARPA) per year. A churn you never accounted for, churn which is eating your portfolio like a termite.

SaaS 52

SaaS Customer retention Enterprise Accountability 52

CustomerSuccessBox

DECEMBER 9, 2021

This article aims to compile the key Customer Success KPIs we have to look out for in our Customer Success journey in 2022. Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. This takes into account the downgrades or upgrades with customer growth.

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52

Totango

APRIL 16, 2021

This lays the groundwork for subscription renewals and upsell opportunities. In a SaaS context, it is especially useful when applied to onboarding emails in conjunction with digital-first customer success technology such as Totango Spark. Usage data may also highlight an upsell opportunity. Periodic Check-ins .

Personalization 69

Personalization Upselling Benchmark SaaS 69

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? This article shares three successful approaches B2B SaaS companies took to retain customers in the first wave. This is a guest blog post by Anita Toth, Chief Churn Crusher. . This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

CustomerSuccessBox

MAY 9, 2022

Doing business while keeping a pleasant client relationship has become exceedingly challenging in today’s hyper-competitive SaaS industry. The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn). .”

Metrics 52

Metrics Upselling Customer advocacy CRM 52

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we decided to tap industry experts for a verbal duel on the subject where the winners take home the esteemed (and priceless) prize of bragging rights and SaaS street cred. You need specialists.

Upselling 98

Upselling SaaS Sales Accountability 98

Totango

AUGUST 21, 2020

Now with visibility across the account, they can easily see where there is risk, opportunity, health scoring for each part of their customer’s footprint and can easily see the broader account team ownership and domain specialists as OneSAP account team. Q: How did SAP manage CS prior to the Totango deployment?

Upselling 115

Upselling Accountability Metrics SaaS 115

Totango

OCTOBER 20, 2022

Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. They should be comfortable performing sales functions such as encouraging subscription renewals, upselling, and cross-selling. What Makes a Good Customer Success Manager? Problem-Solving.

Management 91

Management Upselling Coaching Best practices 91

ChurnZero

JULY 22, 2021

In this article, we cover the top considerations for identifying that best fit, as well as examples of expansion scenarios for applying the rules. It’s impossible to account for every expansion scenario, so you’ll need to refine your rules as you encounter new situations. The SaaS Debate: Who Owns the Renewal and Upsell?

Sales 98

Sales Upselling Enterprise SaaS 98

ChurnZero

JULY 17, 2020

Keeping a renewing client allows you to increase your Customer Success team’s efficiency and grow your SaaS business. Account Executive – A hunter. Account Manager – A farmer. The person who constantly has conversations with your accounts whenever there is an opportunity for upselling and expansion.

Sales 59

Sales Chief Customer Officer Upselling Accountability 59

SmartKarrot

MAY 26, 2020

Companies started realizing that there are possibilities of expanding their businesses with existing customers too through upselling and cross-selling. Below are a few important steps you may consider for approaching customers for upselling or cross-selling your products. Know your customers. Wait for the right time. Train your team.

Upselling 10

Upselling SaaS Customer retention Metrics 10

Amity

MAY 17, 2016

SaaS Tattler Issue 84: Structuring Customer Success - What Works, What Doesn’t. As the landscape of SaaS companies continues to expand, it has become increasingly more difficult to find a SaaS company without some form of a dedicated Customer Success structure in place.

Real estate 65

Real estate SaaS Upselling Sales 65

Totango

FEBRUARY 10, 2021

Lead conversion: the decision-making process which converts a prospect into a buyer (such as signing up for a free trial of a SaaS product). Onboarding: actions your customer takes after purchase to become an active user of your product or service (such as activating their SaaS account and setting up their profile).

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

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. Decide what to focus on. Liked this blog?

Upselling 66

Upselling SaaS Best practices Feedback 66

Totango

SEPTEMBER 24, 2020

The SaaS and subscription markets have many choices available, and low overheads and customizable conditions make switching between business solutions effortless. Maximize each employee’s unique potential to create value for your customers by automating account assignments. The Importance of Creating Value for Customers.

Enterprise 78

Enterprise Upselling Accountability Metrics 78

ChurnZero

NOVEMBER 27, 2019

T hey can serve to increase the accountability of both your customer s and your team. . . ChurnZero’s CCO, Abby Hammer, spoke about getting the resources you need to combat the major obstacle to scaling your SaaS business – Churn! . Drivers for corporate growth are no longer limited to Sales and Marketing.

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

Totango

APRIL 30, 2021

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. Account management and renewal costs. Customer marketing to promote renewals cross-sells and upsells. Price comparison engines.

Customer retention 63

Customer retention Advertising Engineering Upselling 63

Amity

OCTOBER 12, 2016

Saas Tattler Issue 94 - Let Your Emails Be Heard! In this article, Colin Toh lets you in on a secret: getting answers by asking a "No"-oriented question. • How to Send SaaS Onboarding Emails Without Being a Nag. When it comes to your first clients, you need to do whatever it takes to get your accounts live.

SaaS 64

SaaS Upselling Metrics Education 64