ClientSuccess

FEBRUARY 8, 2023

Research Vectors by Vecteezy Many customer success leaders in the SaaS space are faced with the same question: who should own customer renewals? It’s an important question to answer, as it can make all the difference in customer retention and long-term success. Things To Consider… How complicated are your contracts?

SaaS 71

SaaS Upselling Accountability Sales 71

Totango

MAY 17, 2021

Product engagement tells you how actively customers are using your product or platform. Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. It can also be considered in terms of account activity. A highly engaged customer may be in the market for an upsell offer.

Management 62

Management Upselling Metrics Accountability 62

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time.

Upselling 65

Upselling Accountability Customer retention Metrics 65

CustomerSuccessBox

NOVEMBER 2, 2021

The y-axis shows the average revenue per account (ARPA) per year. In the x-axis you can see how many customers you need, for a given ARPA, to get to $100 million in annual revenues. Let’s extend the metaphor to the 4th and 5th types of customers, and call them “mice” and “flies” . And that’s true enough.

SaaS 52

SaaS Customer retention Enterprise Accountability 52

Nicereply

FEBRUARY 2, 2024

Customer Experience vs. Customer Service vs. Account Management While there are similarities with other customer-facing initiatives, you shouldn’t confuse customer success with other similar terms. On the contrary, customer success is proactive and aims to anticipate and solve problems before customers reach out.

Education 59

Education Accountability Customer retention Journey mapping 59

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . They are becoming standard because companies are increasingly recognizing how CS technologies can reduce churn and generate revenue by improving the customer experience.

Upselling 64

Upselling Accountability Enterprise Metrics 64

Totango

AUGUST 18, 2022

By extension, the term is used in SaaS to describe the steps in orienting a new customer on how to start using your software product. Client onboarding procedures typically cover steps such as: Welcoming new customers. Assigning account managers. Activating accounts. Guiding customers through how to use basic features.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

Totango

FEBRUARY 4, 2020

What makes customer-centric growth so valuable for modern enterprises—and how can you create an effective strategy to promote it? What is Customer-Centric Growth? Customer-centric growth puts customers at the heart of your business strategy. 5 Best Practices for Customer-Centric Growth.

Customer centricity 71

Customer centricity Best practices Upselling Enterprise 71

Totango

SEPTEMBER 13, 2022

Automate best practices that promote better customer experiences. Optimize customer onboarding. Promote customer engagement. Increase overall customer health for an improved customer retention rate. Build a brand reputation as a customer-centric business. Expansion of product usage through upsells.

SaaS 86

SaaS Upselling Best practices Customer retention 86

Totango

FEBRUARY 28, 2020

For example, a customer that shows a steady addition of license seats over a relatively short time may be ready for an upsell or cross-sell. Similarly, an account that has recorded a sudden drop in usage could be in danger of churn, and should prompt a re-engagement initiative. This makes customer retention critical.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

CustomerSuccessBox

NOVEMBER 23, 2021

CustomerSuccessBox is an AI-powered customer success software to Onboard, Retain, Upsell & drive MRR Growth for B2B SaaS. Totango is a feature-rich software platform that mainly targets SaaS enterprises. This helps in monitoring customer health signals in real-time. But inflexible health will always be misleading.

SaaS 52

SaaS Upselling B2B Accountability 52

CSM Practice

FEBRUARY 24, 2020

1. Average Revenue Per Account (ARPA). The Average Revenue Per Account is a profitability metric that assesses your company’s revenue per customer account, usually calculated on a yearly, quarterly, or monthly basis. Average Revenue Per Customer = Total Revenue / Number of Accounts.

Metrics 52

Metrics Upselling SaaS Accountability 52

CSM Practice

JULY 6, 2020

SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. This change in internal direction is beneficial to customers, as the success of the customer must be value-driven to ensure these outcomes. 4. Overwhelming messaging.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. This change in internal direction is beneficial to customers, as the success of the customer must be value-driven to ensure these outcomes. 4. Overwhelming messaging.

SaaS 71

SaaS Upselling Accountability Sales 71

TechSee

JUNE 16, 2022

Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” As well as being a speaker at numerous conferences, Sharad is a regular contributor and writes about key trends and insights in the customer engagement space for publications including Smart Customer Service.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

SmartKarrot

MARCH 30, 2022

Customer success is a growing field. At the current rate of growth, it is imperative to choose a customer success platform that supports multiple activities, offers a range in customer retention strategies and accommodates complex structures. Users can also go for pre-set rigid structures or frames to group accounts.

Enterprise 10

Enterprise Upselling Automotive Accountability 10

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

ChurnZero

FEBRUARY 14, 2023

For example, large enterprise software deals are often structured on an annual contract cadence (or even a multi-year cadence), so ARR is usually best. Customer Success metric 2: customer retention rate Customer retention rates measure a company’s ability to retain customers.

Metrics 94

Metrics SaaS Customer retention Construction 94

Totango

AUGUST 23, 2022

Providing tutorial tips to answer customer questions and encourage greater product adoption. Delivering customer support. Resolving customer escalations or problems. Administering customer satisfaction surveys. Reminding customers to renew subscriptions. Making upsell offers. Customer support events.

B2B 115

B2B Journey mapping SaaS Engineering 115

ChurnZero

JULY 22, 2021

It’s impossible to account for every expansion scenario, so you’ll need to refine your rules as you encounter new situations. The complexity of your product, your sales process, and your customer’s buying process will likely be the biggest determinants of expansion ownership. Customer Success Manager capacity.

Sales 98

Sales Upselling Enterprise SaaS 98

Totango

DECEMBER 21, 2021

For example, after a customer finishes setting up their profile, it may be appropriate to send them a tutorial with an introduction to your portal’s dashboard. Announcing new features to customers encourages more active user engagement and product adoption. It also can create an opportunity for upsell offers when applicable.

Management 105

Management Best practices Upselling Accountability 105

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. That requires accessible, connected data.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

Totango

JULY 28, 2021

Coordinating resolution of customer support issues. Suggesting upsells. Customer success managers may handle different volumes of customers. Customer success managers bear responsibility for helping your clients achieve satisfying outcomes which promote subscription renewals and brand ambassadorship.

Best practices 118

Best practices Management Brand ambassadors Upselling 118

CSM Practice

APRIL 13, 2021

As a customer success manager, you have to connect with your customer over their triumphs and frustrations to develop a long-term relationship. Customer success managers often encounter obstacles and pressure in retaining and keeping numerous accounts. How to ensure that customers receive proper guidance?

Management 52

Management Customer retention Upselling Accountability 52

CSM Practice

FEBRUARY 24, 2020

1. Average Revenue Per Account (ARPA). The Average Revenue Per Account is a profitability metric that assesses your company’s revenue per customer account, usually calculated on a yearly, quarterly, or monthly basis. Average Revenue Per Customer = Total Revenue / Number of Accounts.

Metrics 52

Metrics SaaS Customer retention Accountability 52

CSM Practice

FEBRUARY 24, 2020

1. Average Revenue Per Account (ARPA). The Average Revenue Per Account is a profitability metric that assesses your company’s revenue per customer account, usually calculated on a yearly, quarterly, or monthly basis. Average Revenue Per Customer = Total Revenue / Number of Accounts.

Metrics 52

Metrics SaaS Customer retention Accountability 52

Totango

SEPTEMBER 24, 2020

Making your customers successful is ultimately about delivering value —you can create value for your customers by placing them in a position to grow their enterprise through the efficient use of your product to meet their business challenges. Do you have a customer in Germany who needs assistance with your product?

Enterprise 78

Enterprise Upselling Accountability Metrics 78

Totango

OCTOBER 20, 2022

At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. What Makes a Good Customer Success Manager? Problem-Solving. Initiative.

Management 90

Management Upselling Coaching Best practices 90

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. Participate in M&A [due] diligence and ultimate onboarding of acquired targets’ customer bases.”

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

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 110

SaaS Journey mapping Upselling Best practices 110

CSM Practice

AUGUST 24, 2020

During the session, Liz highlighted the tremendous impact of creating and leveraging the Customer Maturity Scoring Mode l has had the expansion selling as well as new business deals. Liz McChrystal is well versed in leading account management, business process analysis, process adoption, relationship building, and client service functions.

Construction 52

Construction Best practices Upselling Sales 52

CustomerSuccessBox

FEBRUARY 28, 2022

But if you work out to retain existing ones and achieve a high net retention rate, this keeps away the need to acquire new customers. Because a net retention rate above 100% means you are excelling in receiving repeat purchases, upsells, cross-sells, and expansions. Which is the key customer retention metrics to track?-

SaaS 52

SaaS Best practices Enterprise Customer retention 52

SmartKarrot

SEPTEMBER 12, 2022

Every company hires an account manager, especially in SaaS. The account manager is one who needs to be responsible for the everyday management of the customer’s account and business with the company. Since we know an account manager is a vital role, how relevant and important is the role in 2023? contact-form-7].

Accountability 10

Accountability Management SaaS Upselling 10

ChurnZero

FEBRUARY 14, 2023

For example, large enterprise software deals are often structured on an annual contract cadence (or even a multi-year cadence), so ARR is usually best. Customer Success metric 2: customer retention rate Customer retention rates measure a company’s ability to retain customers.

SaaS 52

SaaS Metrics Customer retention Construction 52

Totango

DECEMBER 28, 2020

Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. Invest in the Right Customer Success Technology Partner . Identifies at-risk customers and upsell opportunities quickly. Automates playbooks and email campaigns.

Best practices 79

Best practices Upselling Analytics Technology 79

JustCall

DECEMBER 7, 2022

You can also calculate ARR by region, products, and customer segments for a deep dive into the business. Annual revenue per user or account (ARPU/ARPA). It is the mean revenue from customer/account/product/service/geography over a specified period. This makes it imperative to ramp up customer retention efforts.

Analytics 52

Analytics Sales CRM Metrics 52

Callminer

SEPTEMBER 14, 2020

Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. Customer retention is vital, and poor call centers do not retain customers. Jesse Silkoff. Jesse Silkoff is the founder of MyRoofingPal.

Call Center 182

Call Center Analytics First call resolution Metrics 182