5 SaaS Renewal Process Best Practices for Customer Retention

Totango

You should adopt a “time invested equals benefits gained” approach with your SaaS renewal best practices. The Top 5 SaaS Renewal Best Practices. We’ve gathered 5 of our favorite SaaS renewal best practices to help you remove the stress from your retention process: Define your customer.

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CX Lessons from the best SaaS organizations

Customer Guru

The SaaS world is replete with cut-throat competition; the same services are provided by many brands, all of which have wonderful products. In such a scenario, what differentiates one SaaS brand from the other? Salesforce , the much-led and renowned CRM platform, is the pioneer of SaaS.

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Proven SaaS Customer Success Best Practices to Increase Lifetime Value

Totango

Recurring revenue is the lifeblood of any SaaS enterprise operating within today’s new subscription economy. It requires you to use SaaS customer success best practices centered around mutual growth, a deep understanding of customer behavior, and constant monitoring of your customer’s journey.

Reducing Churn: ROI-Focused SaaS Strategies for Customer Success

Totango

ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement. Reducing Churn with SaaS Strategies. The digital transformation of business has empowered customers to expect responsive, personalized service from SaaS providers. The following SaaS strategies for customer success are all based on using data to create an intuitive customer experience: Rapidly onboarding. Why SaaS Customers Churn.

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Is On-Premise Software Dead? Why So Many Companies are Moving to SaaS

TeamSupport

In modern business, SaaS (Software-as-a-Service) , or “cloud”, solutions are now strongly preferred for almost all industries and companies. Here are a few reasons why so many companies have made the switch to SaaS….

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5 Customer-Centric Marketing Strategies for SaaS Companies That Deliver ROI

Totango

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. Old-school, stodgy account.

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Why We Started Offering Account Health Checks

Amity

Account health has become a key concept here at RotaCloud, which is why we implemented account health checks as part of our onboarding process. RotaCloud is a UK-based SaaS startup. Account health checks. We can’t check the health of an account with no data in it!

Why Customer Loyalty is Essential to SaaS Companies

TeamSupport

It’s no secret that the SaaS (Software-as-a-Service) industry is on fire right now. After all, so many businesses are evaluating SaaS options that even if they churn, there will be five more waiting and ready to sign up, right? SaaS Customer loyalty customer retention

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ChurnZero Named Overall SaaS Category Winner in 2019 APPEALIE Awards

ChurnZero

2019 SaaS Awards Announced – Appealie Honors Best Product and Leaders in SaaS. . APPEALIE has announced the winners of the 2019 SaaS Awards, including inaugural executive and investor awards. The 2019 APPEALIE SaaS Award winners are presented below. .

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What is Account-Based Customer Success?

Kapta

Account-Based Everything is all the rage these days as sales teams and account managers are shifting their tactics to focus on accounts rather than just leads. You’ve probably heard of Account-Based Marketing (ABM), and I’m sure you’ve heard of Customer Success, but have you ever thought of combining both approaches to create the ultimate relationship management system? This leads us to Account-Based Customer Success.

All Things About SaaS Customer Service

ProProfs Blog

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. To answer it in this article, we’re going to look at: What is SaaS Customer Support?

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5 Ways to Align Better With Clients Through Joint Account Planning

ClientSuccess

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. This is what’s commonly known as joint account planning. Here are 5 tips for aligning better with clients through joint account planning: 1.

How to Increase Product Adoption Rates: Tips for SaaS Enterprises

Totango

And by providing visibility into the status of each task, they ensure that all action items are completed and that no customer’s account slips under the radar. By keeping a close eye on each account and responding proactively to any issues, you can soften the learning curve and prevent churn. Congratulations! You’ve won a new customer and helped them learn how to use your product or service. What happens next?

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Differences between Key Account Management and Customer Success

Kapta

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. For a more detailed look at how they’re different, here are some insights on how Key Account Management and customer success departments approach a few major topics: Client Focus.

Hiring an East Coast Sales/Account Executive to Expand Customer Base

Language I/O

Interested in joining a growing, dynamic, tech-based (SaaS) start-up? We’re looking to hire East Coast-based entrepreneurial account/sales executives who love technology, are eager to learn and can wear multiple hats You’re in luck!

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SaaS Customer Engagement Metrics That Can’t Be Ignored

Totango

Every successful SaaS company must be a strict disciple of the culture of the customer. SaaS customer engagement, therefore, needs to inform the entire customer journey. In order to do that, you need to use the right SaaS customer engagement metrics. There are four key SaaS customer engagement metrics that will give you insight into how your customer is using your product. An at-a-glance metric that lets you know how often an individual account is used.

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Exploring the Differences Between a Customer Success Manager and Account Manager

ClientSuccess

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. .

Customer Success Management in SaaS – LiveChat Team Strategy

LiveChat

Every company, especially SaaS businesses, face some of the following challenges and situations: High churn rate. These days, with cloud technology, SaaS and B2B economy, the sales model has shifted to renewal sales: pay-as-you-go and subscription plans.

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SaaS, BYOD, and Hosted VoIP: Communications Technology in 2018

Jive

At the top of the list are SaaS, BYOD and Hosted VoIP—all of which are setting the benchmark for business communications in 2018. SaaS—Why it matters. SaaS-based services can be availed following a subscription model. Technology in 2018 is teeming with a wealth of acronyms.

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Top 5 SaaS Customer Success Health Metrics and 5 Runner-Ups

ClientSuccess

Every SaaS company will have a slightly different DAU/MAU baseline or target Some SaaS solutions are such that users should login and use the product every day to be considered “active” Others consider “active” to be users logging in once per week.

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Does Customer Success Mean Anything Outside of SaaS?

Amity

Gary’s background is in the wine industry, which got me thinking about the way we talk about Customer Success primarily in the context of the SaaS industry - understandably so, as this is where its roots lay. All companies, not just SaaS, should leverage technology.

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How Customer Success could be a Differentiator for your SaaS business

CustomerSuccessBox

If you own, manage or work for a Software as-a-Service (SaaS) business, you are embroiled in quite a heated competition on a daily basis. Let’s take a look at the purpose of customer success for SaaS businesses. Take your SaaS Business to the Next Level through Customer Success.

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Not up to the SaaS task, eh, customer service? Customer Success is.

Amity

Not up to the #SaaS task, eh, customer service? The subscription-based economy of software-as-a-service (SaaS) has arrived—and with it, new challenges in ensuring user adoption and retention once those licenses have been purchased. The post Not up to the SaaS task, eh, customer service?

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7 Tips for Better SAAS Board Meetings

AskNicely

We interviewed directors of SaaS startups to get their insights. To get even more accountable. The post 7 Tips for Better SAAS Board Meetings appeared first on AskNicely. Here’s part two in our series on how to perform better in the boardroom.

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How to increase the SaaS renewal rate for a recurring revenue business

CustomerSuccessBox

Renewal rates are the lifeline of any SaaS company. The growth of any SaaS business not only depends on new customers but also the renewal rate. Several people like account executives, onboarding specialists, customer success managers may be working with a single client.

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Data is the Path to Sales for SaaS Providers

Amity

Software as a Service or SaaS is a different beast compared to other technology products or services. In addition, SaaS customers are pretty well-informed and are usually technology experts as well. What you should do is identify who needs your SaaS and focus on market penetration.

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App-Tip: Manipulating Data in the Account Summary Table

Amity

The Account Summary Table in Amity’s Portfolio app is a helpful tool that can provide as much, or as little detail about all or just a subset of your accounts. The post App-Tip: Manipulating Data in the Account Summary Table appeared first on Amity. App-Tip.

Customer Success Isn't Just a Feel-Good Name for Account Management

Amity

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. Customer Success is much more than just a feel-good name for Account Management.

Secrets of successfully onboarding a B2B SaaS Customer

CustomerSuccessBox

Though every company will have a different customer onboarding process as per their requirements but there are some basic things every B2B SaaS company should follow. Here we will cover the second topic: Secrets of successfully onboarding a B2B SaaS Customer.

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7 Tips for Better SAAS Board Meetings

AskNicely

We interviewed directors of SaaS startups to get their insights. To get even more accountable. The post 7 Tips for Better SAAS Board Meetings appeared first on Net Promoter Score from AskNicely. Here’s part two in our series on how to perform better in the boardroom.

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The New Ultimate Question for Customer Success and SaaS

ClientSuccess

There seems to be rigorous debate in the SaaS customer success space about the value of measuring customer satisfaction through various survey methodologies, whether CSAT, NPS or CES (customer effort score). Being upfront with issues and conflict can also build credibility and accountability.

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De-Risking the First 90 Days for Your SaaS Customer

Amity

Yet, this is often of the hardest points in an implementation for both customers and SaaS providers. One of the overarching problems I see in the SaaS industry, in general, is that many vendors are still approaching things from the old model where the focus was on delivering software.

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Data is the Path to Sales for SaaS Providers

Amity

Software as a Service or SaaS is a different beast compared to other technology products or services. In addition, SaaS customers are pretty well-informed and are usually technology experts as well. What you should do is identify who needs your SaaS and focus on market penetration.

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The Four Gears of B2B SaaS – Part 2

Amity

In Part 1 we expanded Geoffrey Moore’s Four Gears model to this emerging B2B model ( SaaS 2.0 ) In this post we will examine how to operationalize the four gears. Four Gears Model for B2B SaaS. Reference Account Management. Four Gears Model for B2B SaaS.

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Measuring Product Usage And Adoption for SaaS and Cloud – The Complete 2019 Guide

Totango

Measuring product adoption by users is critical for SaaS and Cloud companies as this is the most telling indicator of the value customers are getting from products and services. In order to create this visibility, cloud and SaaS product teams need to instrument their applications (web, mobile, saas) to report on product usage. Account ID. Account ID *. These counters track resources created on behalf of users and accounts.

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Customer Success Isn't Just a Feel-Good Name For Account Management

Amity

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. Customer Success is much more than just a feel-good name for Account Management.

How Top SaaS Companies Use Customer Success to Answer Their Biggest Marketing Problems

Amity

Are enterprise clients most concerned with security, uptime and having access to an account manager? Or manually look up active accounts and reach out individually. Ever log on to your computer in the morning and immediately get that sense that you’re drowning?

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A Conversation: De-Risking the First 90-Days for Your SaaS Customer

Amity

De-Risking the First 90-Days for Your SaaS Customer. Yet, this is often of the hardest points in an implementation for both customers and SaaS providers. Your company understands your SaaS system inside and out because you conceived and built it BUT the customer does not.

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SaaS customer retention best practices to maximize renewals

CustomerSuccessBox

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.

Best practices for configuring a customer health score (and why single health score fails)

CustomerSuccessBox

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. Support System : You usually rely on a low CSAT score or complaints to know that the account is not in good health.