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

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. Communication can be via call, video conference or via email.

Best practices 40

Best practices Customer retention SaaS Metrics 40

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

CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams. But someone needs to be responsible and held accountable for the results and ROI of customer success.

Upselling 65

Upselling Chief Customer Officer SaaS Sales 65

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

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

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

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. This score is an effective account of the customer’s current mood. Create a free trial account to get started today. Training materials.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

CSM Practice

FEBRUARY 12, 2020

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. Qualitative Data. Thinking Ahead.

Upselling 52

Upselling Customer centricity Sales Accountability 52

SmartKarrot

APRIL 5, 2022

SaaS companies undergo a dynamic learning process. Though every SaaS founder is in the game to solve certain problems, they might make some mistakes along the way. However, it is tough to make the cut, and hence many SaaS startups fail due to bad strategy, planning, and miscommunication. Lack of understanding of the SaaS Model.

SaaS 11

SaaS Feedback Metrics Upselling 11

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

ClientSuccess

OCTOBER 22, 2019

At its core, customer advocacy is when customer service teams work with customers to determine what is best for the customer and their long-term goals instead of making strategic decisions from an upsell or corporate growth standpoint. Don’t skimp on account planning. Have a recommendation program in place for reviews or testimonials.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

CustomerSuccessBox

APRIL 3, 2022

CustomerSuccessBox is a customer success platform that helps high-growing B2B SaaS companies reduce churn and grow their recurring revenue. It enables Customer success managers like you to deliver a consistent customer onboarding experience, improve retention and drive upsell We’re that excited to have you on board!

APIs 52

APIs Accountability SaaS Marketing 52

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Watch the full video below: Read the full transcript to learn more. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. What are some of the trends that you’ve seen for cross-sell and upsell for existing customers?

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

Totango

APRIL 30, 2021

Developing marketing content for blogs, social media and video platforms. 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. Email marketing.

Customer retention 63

Customer retention Advertising Engineering Upselling 63

JustCall

MARCH 10, 2023

Some common training materials include user manuals, video tutorials, and live training sessions. Example: Here’s a possible customer onboarding workflow for a software-as-a-service (SaaS) product: Step 1: Sign-up – The customer discovers the product, visits the website, and signs up for an account.

Customer Support 40

Customer Support Feedback Upselling Accountability 40

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Account management: The customer success team also manages customer accounts and ensures that they are getting the most value from your product or service.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

JustCall

NOVEMBER 25, 2022

In such cases, sales intelligence can pick up cues that can lead to more sales and upselling. For instance, a SaaS enterprise will consider different buying signals from an eCommerce store. The trial period can be carefully monitored and customer feedback is taken into account. It is also valuable when it comes to existing ones.

Sales 52

Sales B2B CRM Finance 52

CustomerSuccessBox

NOVEMBER 2, 2021

These are guides, video tutorials, or automated tutorials. This can be a hit or a miss as some customers might find it difficult to grasp through just videos. This is also the preferred method for high-priority accounts. But with how tricky the danger zone is, you will find CSMs grasping at straws during account handovers.

Sales 52

Sales Engineering Upselling Customer retention 52

Amity

AUGUST 17, 2017

Most SaaS tools have a free trial. Most companies have help centers, demo videos, and marketing collateral floating around on their website. Step 4: Customer Success, Customer Support, and Account Management. Upsell and renewal strategy - Did you own upsells and/or renewals? You should know this before you go in.

Upselling 69

Upselling industry standards SaaS Accountability 69

ClientSuccess

JULY 5, 2017

As any SaaS professional knows, even the best laid plans sometimes hit roadblocks. Roadblocks can occur, however, if onboarding focuses solely on account setup or certain features instead of how the customer will actually be using the product to achieve their goals or value. 5 Common Success Post-Sales Pitfalls.

Sales 40

Sales Upselling Best practices SaaS 40

Amity

AUGUST 17, 2017

Most SaaS tools have a free trial. Most companies have help centers, demo videos, and marketing collateral floating around on their website. Step 4: Customer Success, Customer Support, and Account Management. Upsell and renewal strategy - Did you own upsells and/or renewals? You should know this before you go in.

Upselling 61

Upselling industry standards SaaS Accountability 61

SmartKarrot

DECEMBER 6, 2022

Role: Customer Success Director – SaaS Location: Edmonton, AB, Canada (On-site) Organization: CyberCoders As a Customer Success Director, you will lead, coach, and mentor a team of high-performing individuals who are in charge of deploying the software. Nurture relationships with key contracts in critical accounts.

Coaching 19

Coaching Education Government Upselling 19

SmartKarrot

JUNE 11, 2020

The user onboarding process is when a new user of a SaaS product begins their journey with the use of that product. The process of retaining customers starts at the onboarding stage, which is what many SaaS companies fail to understand. The post SaaS: What Is a Great User Onboarding Process? How do you do that?

SaaS 10

SaaS Upselling Feedback Accountability 10

CSM Practice

SEPTEMBER 15, 2019

For a service company, the operations could be focusing more on renewals and upsells, keeping the communication lines open and responsive, enlightening the client about new solutions you can offer, or checking up on dormant accounts that are likely to churn. Value Creation for Service Companies. 3) Workshops.

Accountability 45

Accountability Consulting Consulting Upselling 45

Amity

DECEMBER 14, 2016

In the always-on world of SaaS, the role of customer success varies across companies and industries. Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. If these first two items are going well, my other responsibilities, which include renewals and account growth, are much easier!

Management 84

Management Finance Enterprise Accountability 84

JustCall

APRIL 5, 2023

As a part of this process, the customer success manager: Organizes welcome emails Sets up their account Resolves queries, etc. This allows more opportunities for your team to upsell and cross-sell to customers. Customer Onboarding The process of customer onboarding is carried out to make new users comfortable with the product.

Management 52

Management CRM Analytics Customer retention 52

CSM Practice

JULY 24, 2019

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. Here are some solutions that you can use to foster a customer-centric mindset across all departments in your SaaS company: 1. Align Strategy with Customer Needs.

Customer centricity 45

Customer centricity Feedback Finance Upselling 45

SmartKarrot

OCTOBER 27, 2022

Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom (Hybrid) Organization: COREcruitment Ltd As a Customer Success Manager, you will be activating Upsell features for the client, such as Video Interviewing. Identifying Cross Platform Opportunities and liaise with the Go-to-market team.

Upselling 19

Upselling SaaS Coaching Best practices 19

CSM Practice

FEBRUARY 24, 2020

Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” Even though it doesn’t take the level of engagement into account, it is infinitely better than tracking logins. The Foundation to Accountable Customers: [link]. Amount of Time Spent in Software.

Metrics 52

Metrics Education Best practices Accountability 52

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Demonstration videos. Video chat. Upsell purchases.

SaaS 109

SaaS Journey mapping B2B Feedback 109

Jon Arnold

JANUARY 21, 2019

By nature, cloud is a business of scale, and the upsell opportunities are far greater as the size of end customer gets larger. This segment alone accounts for some 67 million employees, and that represents 53% of the total U.S. It’s easy to understand why the only way to go is up for providers in the hosted UC space. Of those 126.8

voip 67

voip Marketing APIs Upselling 67

ChurnZero

JUNE 28, 2019

While Guitar Hero was a part of my life growing up – though I never really nailed those solos – my video game consoles have mostly gone unused. Whether it pertains to upcoming customer milestones or perhaps a potential upsell opportunity, great CSMs can identify small actions that can drive business outcomes.

B2B 49

B2B B2C Entertainment Customer advocacy 49

SmartKarrot

MARCH 15, 2022

In SaaS companies, the growth strategy is extremely important. SaaS companies like Zoom, Netflix, and Slack offer a great product experience. The sales-led growth organizations don’t take customer success and other aspects into account. There has been a shift in how businesses work and run. Marketing-led Growth. Bottom Line.

Sales 10

Sales Marketing SaaS Customer retention 10

ChurnZero

NOVEMBER 15, 2019

We are in the thick of Q4 and the high-pressure budget and strategy planning season is in full swing in SaaS organizations around the globe. To help you and your team with this arduous process, we hosted a video panel-style webinar on this topic so you could to hear advice on: End-of-year retention and upsell efforts.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. Our NPS Cheat Sheet can help you get started with this SaaS retention strategy. Connect With Your Customers Using Strong Talk.

Customer retention 52

Customer retention SaaS Education Feedback 52

SmartKarrot

JUNE 30, 2021

Why Product Adoption is Critical for SaaS Success? Product adoption is critical for SaaS success and affects the profitability and performance of the product to a large extent. This is why product adoption improves SaaS success. A good product adoption strategy will enhance your SaaS success. Evaluation.

SaaS 10

SaaS Upselling Metrics Advertising 10