CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. Plan the best SaaS Retention strategies that ensure customers stay with you for long. SaaS retention strategies that work help you turn hard-won consumers into long-term customers, and long-term customers into powerful advocates! Yet, success remained elusive.

SaaS 52

SaaS Customer retention Metrics B2B 52

Amity

AUGUST 30, 2018

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Accountability 67

Accountability Management Upselling Customer centricity 67

ChurnZero

FEBRUARY 14, 2023

SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. Learn from three SaaS CEOs.

SaaS 52

SaaS Metrics Customer retention Construction 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. 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

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Moderators keep their eyes on the road (and clock) to make sure speakers don’t veer the discussion too far off course, get stuck in a tangent, or miss a main point.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Amity

JANUARY 20, 2017

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Accountability 72

Accountability Management Upselling Customer centricity 72

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

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. Whether that revenue comes from an upsell, cross-sell, expansion, or something else, it’s still new revenue attributed to the customer. This is what’s commonly known as joint account planning.

Accountability 42

Accountability Upselling SaaS Feedback 42

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

ClientSuccess

OCTOBER 12, 2022

In today’s modern SaaS landscape, customer-focused teams constantly look for new ways to innovate and grow. Of course, big numbers like cost savings are critical, but what about other metrics driving customer satisfaction, renewals, and upsells? The right customer success platform won’t just impact your customers and accounts.

SaaS 76

SaaS Upselling Metrics CRM 76

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. You Mon: Accountability. You’re accountable every day, every month, every year. However often your renewal cycle is, you’re accountable. Of course, he was ten years ahead of the curve.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. You Mon: Accountability. You’re accountable every day, every month, every year. However often your renewal cycle is, you’re accountable. Of course, he was ten years ahead of the curve.

SaaS 52

SaaS B2B Upselling Metrics 52

CSM Practice

JUNE 4, 2021

A high touch customer success model involves frequent touchpoints with customers about the entire SaaS journey, from onboarding to after-sales activities. For example, conducting business reviews is expected to result in an increase in upsell revenues (See Expansion Revenues KPI example below). Expansion Revenues rate. Gross Churn .

SaaS 52

SaaS Upselling Metrics CRM 52

CustomerSuccessBox

JUNE 7, 2021

Acquiring your customers is just a first step in the fruitful partnership process and retaining them is the next big thing and for that matter, it becomes extremely crucial to reduce the churn for any SaaS Business. Of course, churn is inevitable, but the better we analyze and measure churn, the better we will be at reducing the churn.

SaaS 52

SaaS Customer retention Accountability Upselling 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. Account health KPIs- Product adoption, customer usage, etc.

Upselling 59

Upselling SaaS Metrics Accountability 59

ChurnZero

SEPTEMBER 8, 2021

Join Cloud and SaaS Founders, VC and Execs, in-person, once again in the SF Bay Area! The 7 th SaaStr Annual is the largest non-vendor confab in the world, uniting the global B2B SaaS community both online and off. 6 Tips to Learn Hw to Upsell and Cross-Sell – Discover how to expand your customer accounts with integrity. .

Personalization 95

Personalization SaaS Upselling B2B 95

CustomerSuccessBox

JUNE 5, 2019

TL;DR A single customer health score is not ideal for a B2B SaaS business. A SaaS customer goes through acquisition, onboarding, retention, and upsell. Ultimately, you have to identify unmet needs so that you can upsell / cross-sell. Applying it back to health of an account, a single customer health score is a deception.

Best practices 89

Best practices Accountability SaaS B2B 89

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

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. Customer success is, simply put, a snapshot of how profitable and, of course, successful a customer is throughout a vendor relationship. Looping in Customer Experience.

Customer Experience 97

Customer Experience Accountability Upselling SaaS 97

ChurnZero

JUNE 15, 2023

With less budget to go around, some SaaS companies are merging customer success and account management into one function that’s responsible for an account’s business strategy, product adoption, and value realization, as well as its renewal and expansion. number of daily logins) to the account level.

CRM 96

CRM Sales Analytics Accountability 96

Totango

MARCH 2, 2021

The SaaS business model has transformed contemporary understanding of customer journey stages. Before the rise of SaaS, the customer journey was typically viewed from a marketing and sales perspective, as represented by the image of a funnel marking the steps from brand awareness to a sale. Consideration. Product demonstrations.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

CustomerSuccessBox

FEBRUARY 17, 2022

If you’ve ever taken a Marketing 101 course, you’ve learned that retaining a customer is far more profitable than attracting new customers. Unfortunately, many SaaS companies overlook this and focus on generating new leads. I would say that Net Dollar Retention (NDR) is one of the most important metrics for SaaS companies.

Benchmark 52

Benchmark SaaS Customer retention Upselling 52

ChurnZero

SEPTEMBER 14, 2021

If your customer can benefit from a product upgrade or feature upsell, then it’s your duty to make your customer aware of the opportunity. Of course, it’s easy to claim you’re not good at something if you never practice, but that doesn’t mean you’re not capable. Should Customer Success own the renewal and/or upsell?

Sales 94

Sales Upselling Morale SaaS 94

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. Customer success is, simply put, a snapshot of how profitable and, of course, successful a customer is throughout a vendor relationship. Looping in Customer Experience.

Customer Experience 74

Customer Experience Upselling Accountability SaaS 74

Totango

MARCH 26, 2021

In today’s cloud-based environment, SaaS business models have increased awareness of how the pre-sales and post-sales phases form a unified experience from the customer’s perspective. Onboarding: your new customer takes their first steps towards becoming an active user deriving practical value from your SaaS product. Onboarding.

SaaS 66

SaaS Best practices Upselling Education 66

Amity

NOVEMBER 21, 2013

Reducing customer acquisition cost (CAC) is critical to the success of any SaaS business. A recent blog post by Lincoln Murphy, The SaaS Myth and Misguided Optimization , introduced the concept of SaaS CAC Efficiency – in a nutshell, it’s not so much a metric but a new SaaS CAC point of view.

SaaS 48

SaaS Upselling Metrics Accountability 48

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. Of course, for every problem you cannot be prepared with fixed processes but for at least the common problems, you have to have set processes.

Upselling 52

Upselling SaaS B2B Metrics 52

CustomerSuccessBox

MARCH 10, 2022

Of course, another serious alert is when they are facing the issue, and is expected of the client success manager to help them ease it. Figure out the upselling opportunities and act upon customer retention. And get alerts whenever there is a need to pay attention to their accounts. Resolve their issues. But hold that thought!

Management 52

Management Customer retention SaaS Customer advocacy 52

ClientSuccess

FEBRUARY 8, 2023

Of course, no physical trophies will be handed out, but we hope this list will help you as you strive for greater customer satisfaction, retention, and growth. Average number of engaged contacts : every customer account has a handful of key contacts or stakeholders driving your project on their side.

Metrics 75

Metrics Upselling B2B SaaS 75

ClientSuccess

APRIL 28, 2021

As a CSM, you’ve probably been ghosted a time or two – by clients, of course. If you’re a CSM working for a SaaS-based vendor, there are a few stages where a customer would typically go silent. When a customer account is moving smoothly, with no big issues or concerns, this may seem like a good thing to the discerning CSM.

Upselling 64

Upselling SaaS Metrics Accountability 64

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. Sales, marketing, product, support, and, of course, customer success will all be part of the ecosystem. Optimize your Account Expansion strategy. A customer account expansion strategy must be carefully organized in order to succeed.

Journey mapping 52

Journey mapping SaaS Upselling Accountability 52

CustomerSuccessBox

MAY 30, 2022

*Julie, a Customer Success Manager , with ABC corp (a B2B SaaS firm) is excited about the upcoming annual conference. Now, the concern here is that as a CSM, you could easily overlook a ‘green’ customer account thinking it to be a healthy one! Possibly, it can present a more accurate picture of the account’s health.

Upselling 52

Upselling Calibration Engineering Big data 52

Totango

MARCH 16, 2021

A customer journey map charts the stages your customer progresses through during the course of their relationship with you. A full journey map covers all stages from lead acquisition through subscription renewals, upsells, and referrals, although some maps abbreviate this to focus on the post-sales part of the process.

B2C 117

B2C B2B Journey mapping SaaS 117

ChurnZero

SEPTEMBER 8, 2021

Join Cloud and SaaS Founders, VC and Execs, in-person, once again in the SF Bay Area! The 7 th SaaStr Annual is the largest non-vendor confab in the world, uniting the global B2B SaaS community both online and off. 6 Tips to Learn Hw to Upsell and Cross-Sell – Discover how to expand your customer accounts with integrity. .

Personalization 52

Personalization SaaS Upselling B2B 52

ClientSuccess

APRIL 13, 2021

At the most basic level, businesses partner with SaaS vendors to solve a problem. And then, of course, deliver on these promises and outcomes to show value. While new features or functionality may require an upsell conversation, CSMs should leave these to account managers.

Upselling 52

Upselling SaaS Best practices Accountability 52

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Finally, because this is a customer-facing tool, we won’t be using it to document internal strategies for engaging and growing a customer account. Simplicity is the name of Joint Success Plan game.

Management 98

Management Chief Customer Officer Upselling SaaS 98

CSM Practice

JANUARY 13, 2021

In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention. Despite the obvious advantages of mastering and scaling the renewal process as SaaS companies grow, renewals still pose a big challenge for most. Renewal Rate.

SaaS 98

SaaS Customer centricity Accountability Education 98