Kapta Customer Success

OCTOBER 2, 2017

The terms Key Account Management and Customer Success are often used interchangeably within organizations. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers. Relevant Industries. Revenue Generation Methods.

Accountability 40

Accountability Management B2C Upselling 40

ClientSuccess

MARCH 8, 2022

But as more and more SaaS organizations realize, the actual value of a new customer isn’t tied to that initial sales number at all but spread out across the customer’s entire lifecycle at an organization. This includes the initial sales value, upsells or expansion deals, ad hoc change orders throughout the partnership, and renewal value.

Upselling 75

Upselling SaaS Sales Metrics 75

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

CustomerSuccessBox

MAY 25, 2021

Have you ever heard any SaaS founder or VP -CS saying,” I‘m okay with losing a few customers every month?”. Customer retention is critical — particularly for B2B SaaS companies. Loyal customers contribute to your revenue growth through Upsells, providing referrals, and advocacy. Probably not. And the reason is manifold- .

Customer retention 52

Customer retention Metrics Upselling SaaS 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. You do your customer a disservice by using your fear of selling as an excuse to not present them with solutions that would benefit them. . Should Customer Success own the renewal and/or upsell?

Sales 94

Sales Upselling Morale SaaS 94

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. That means the customer needs to renew their contract more than once.

Best practices 40

Best practices Customer retention SaaS Metrics 40

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

ChurnZero

MARCH 24, 2023

In Gabby Wong’s presentation, “ The new ‘C’ in CEO ,” she shares all the places where her company measures NPS. Related resource: The crucial nuance behind seven top Customer Success metrics for SaaS companies 2: Should Customer Success own renewal and expansion? Value is very hard to measure. NPS is not the answer.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

In Gabby Wong’s presentation, “ The new ‘C’ in CEO ,” she shares all the places where her company measures NPS. Related resource: The crucial nuance behind seven top Customer Success metrics for SaaS companies 2: Should Customer Success own renewal and expansion? Value is very hard to measure. NPS is not the answer.

Upselling 97

Upselling Metrics SaaS Sales 97

ChurnZero

APRIL 15, 2022

Like a magician flexing their psychic power, pinpointing the most ideal time to present your customer with an expansion opportunity can’t be left to intuition. Use ChurnZero plays to increase license-based upsells. Many SaaS businesses use a pricing model based on license count. Bad timing sticks out a mile.”.

Accountability 98

Accountability SaaS Upselling Metrics 98

CustomerSuccessBox

MAY 30, 2022

*Julie, a Customer Success Manager , with ABC corp (a B2B SaaS firm) is excited about the upcoming annual conference. This scenario precisely presents the “ Watermelon Effect ”. Now, the concern here is that as a CSM, you could easily overlook a ‘green’ customer account thinking it to be a healthy one! How to identify one?

Upselling 52

Upselling Calibration Engineering Big data 52

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

Totango

AUGUST 9, 2022

Sales : Sales teams can use customer segmentation to group prospects and customers based on propensity to buy, potential transaction value and upsell opportunities. This can help teams prioritize high-value opportunities and tailor sales presentations for personalized appeal. Fill Out the Right Segmentation Buckets.

Best practices 102

Best practices B2B Journey mapping Upselling 102

SmartKarrot

JUNE 4, 2020

Looking for some useful SaaS account management tips? As an account manager, you play a significant role in enhancing the growth of a company. Even an average amount of revenue will benefit you in the implementation of an account manager. To achieve the following, you must need SaaS account management best practices.

Best practices 10

Best practices SaaS Accountability Management 10

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. For accounts where weekly or even monthly calls don’t make sense, quarterly business reviews (QBRs) can be a great way to maintain the customer relationship. So what are you waiting for? The post Can’t travel?

Management 115

Management SaaS Upselling Accountability 115

CustomerSuccessBox

SEPTEMBER 7, 2021

But it also bought a sea of opportunity for people who could see beyond the present turbulent times. Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 t then uses and generates smart recommendations, the next best action for CSM for every account to unlock LTV that is otherwise at Risk. #8

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . Net Retention (Cited by 66% of Respondents): For SaaS companies and other subscription based businesses, customer retention is absolutely essential. Measure CS Team Productivity.

Upselling 64

Upselling Accountability Enterprise Metrics 64

ChurnZero

OCTOBER 11, 2019

If you work in a B2B SaaS company, you know that across the board, Q4 is always the biggest sales quarter of the year. If you decide you want to hit 98% renewed revenue and a certain revenue amount in upsells, commit to doing the necessary activities to reach that number. Know Your Accounts’ Budgeting Timeline.

Journey mapping 66

Journey mapping Upselling SaaS Accountability 66

CustomerSuccessBox

MARCH 17, 2022

Every SaaS business wants to expand and succeed. It is a series of tasks that can be delegated to an account or a group of users at different points of their customer journey to help them adopt your product successfully. When presenting a new client, the first step should be to set clear expectations. Upsell Playbook.

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 52

Totango

MARCH 26, 2021

Some information is out-of-date, while some presentations give a partial perspective on the customer lifecycle. 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.

SaaS 67

SaaS Best practices Upselling Education 67

CustomerSuccessBox

JULY 2, 2020

The first is obviously the customer onboarding meetings which are essential to retaining any B2B SaaS customer. Plus an opportunity to present the future planning to get a customer’s feedback and sow the seeds for renewal and / or upsell. Suggested read: Designing a customer onboarding framework for B2B SaaS.

SaaS 52

SaaS Upselling B2B Feedback 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 70

Personalization Upselling Benchmark SaaS 70

ChurnZero

AUGUST 14, 2020

They focus on opportunity management – like the manual activities that typically exist within accounts. Get direct access to CRM data, such as accounts, contacts, opportunities, cases, subscription data (renewal date, license count, total contract value, etc.) Track free-trial users for upsell opportunities to convert to paid users.

CRM 87

CRM Finance Upselling Accountability 87

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 93

Management Upselling Coaching Best practices 93

ChurnZero

SEPTEMBER 16, 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. You do your customer a disservice by using your fear of selling as an excuse to not present them with solutions that would benefit them. . Should Customer Success own the renewal and/or upsell?

Sales 52

Sales Upselling Morale SaaS 52

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

Totango

MARCH 10, 2020

The customer-centered economy created by the rise in SaaS and subscription services places the customer firmly in control of their partnership, so when they speak we must listen. If a customer finds a particular onboarding module difficult to follow, it may need to be rewritten, moved within the order of presentation, or dismissed altogether.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

Totango

AUGUST 21, 2020

I would say our challenge isn’t with the actual tool, it would be with how data is presented across the SAP landscape that leads to 80% of the questions and support tickets. As Keith also shared, the field was hungry for this opportunity to collaborate and have easy access and visibility to their broader customer and account team.

Upselling 116

Upselling Accountability Metrics SaaS 116

CustomerSuccessBox

FEBRUARY 14, 2019

The major KPIs of a Customer Success Manager are: Increase Lifetime Value (LTV) of the customers (by upsells, cross sells etc). The customers that are retained help in bringing consistent monthly revenue for a SaaS company. Source: Maranda Ann Dziekonski’s presentation in the webinar “ How to start a career in Customer Success ”).

Management 67

Management Upselling SaaS Sales 67

Amity

SEPTEMBER 17, 2015

#CustomerSuccess #SystemOfRecord verifies contributions to #SaaS bottom line. Accounting has Quickbooks. It’s a relatively new concept to demand that customer success organizations establish a system of record to track quantifiable achievements; but it’s game-changing to be able to present this key data to your executives.

Upselling 72

Upselling SaaS Metrics Sales 72

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 Upselling 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 Upselling 52

CustomerSuccessBox

MARCH 11, 2022

The only thing that matters is the upsell or renewal of a customer—all it’s about is the money. As a result, the very first step to nurturing beneficial QBRs is to have well-documented steps of what is required of each individual participant – both for those leading the QBR and those presenting. Is there going to be a template?

Accountability 52

Accountability Benchmark Upselling SaaS 52

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

SmartKarrot

OCTOBER 20, 2020

With the evolution of product-based SaaS companies, customer success has taken an upsurge as a new business function. When it comes to the difference between customer success manager vs account manager, most of the companies mistake account manager as a traditional form of CSM. Customer success manager vs Account Manager.

Accountability 10

Accountability Management SaaS Upselling 10

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. Are your expansion pathways (cross-sells and upsells) more transactional or complex in nature? So, if leaders approach the rules as a collaborative effort and present them as such, teams will react the same way.

Sales 98

Sales Upselling Enterprise SaaS 98

CSM Practice

APRIL 13, 2021

Customer success managers often encounter obstacles and pressure in retaining and keeping numerous accounts. Identifying opportunities for upselling and cross-selling is one thing a CSM must deliberately focus on to implement proactive expansion selling. Challenges. Here are some tips for CSMs on how to leverage QBRs: .

Management 52

Management Customer retention Upselling Accountability 52