CustomerSuccessBox

AUGUST 29, 2021

What is Product Analytics? Here comes product analytics. Product Analytics is the process of analyzing how users interact with your product or service. Businesses use Product Analytics to improve the user experience by identifying the problems faced by customers and resolving them. Where is Product Analytics used?

Analytics 52

Analytics Surveys Upselling SaaS 52

CustomerSuccessBox

FEBRUARY 28, 2022

The net revenue retention rate which you may also state as the net retention rate in SaaS businesses is an indicator that depicts the profits and the revenue earned by the business. Because a net retention rate above 100% means you are excelling in receiving repeat purchases, upsells, cross-sells, and expansions. Datadog – $1.2B

SaaS 52

SaaS Best practices Enterprise Customer retention 52

CustomerSuccessBox

APRIL 11, 2019

A lot of Customer Success leaders and Founders I have talked to since starting at CustomerSuccessBox have been confused about what customer tech stack to use at their SaaS businesses. Some think that a CRM should suffice whereas others want to build their own dashboards on top of analytics tools.

Upselling 80

Upselling CRM SaaS Customer advocacy 80

ChurnZero

AUGUST 14, 2020

Product Analytics Software. What is product analytics software? Product analytics software tracks user engagement with your product including page and feature events. Subscription billing software manages recurring billing and payments for products and services along with accounting and analytics. Who owns it?

CRM 87

CRM Finance Upselling Accountability 87

CustomerSuccessBox

MAY 18, 2022

A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. If you are on the verge of reading everything about SaaS, this is the place for business leaders, and SaaS founders including customer success specialists to learn about customer success, growth strategies, and much more!

SaaS 52

SaaS Upselling Education Customer retention 52

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

ChurnZero

JANUARY 25, 2024

With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. As the role of CS changes, so do the critical skills required for CS teams, their leaders, and CS professionals seeking new roles.

Education 52

Education Upselling Consulting Consulting 52

CustomerSuccessBox

SEPTEMBER 2, 2021

An average SaaS business spends 92% of their first-year revenue on customer acquisition. B2B SaaS companies determine the CAC by two major components. In SaaS businesses, CAC is usually compared to a customer’s lifetime value (LTV). In the SaaS industry, your product goes through various updations. What is a good CAC?

SaaS 52

SaaS Metrics Advertising Sales 52

CSM Practice

SEPTEMBER 25, 2020

01:47 – Irit talks about the survey they did about the companies which reduced their forecast. 02:17 – Nick provides a context about Gainsight’s survey. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 08:27 – Irit’s survey about Pipeline Conversion and Subscriptions Model revenue impact.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

JustCall

APRIL 5, 2023

Organizations need to embrace the CSM approach to build a trustworthy relationship with customers and track their performance using customer relationship management analytics. This includes collating information from surveys, marketing initiatives, and/or team interactions, etc. Traditional customer support models will not cut it.

Management 52

Management CRM Analytics Customer retention 52

CustomerSuccessBox

MARCH 31, 2022

With the tremendous growth in the SaaS industry, the job role of a Customer Success Manager (CSM) has become one of the most promising careers! In this highly competitive SaaS market, it is the customer success manager who elevates the company’s growth. SKILL #5 Analytical Skills. SKILL #1 Emotional Intelligence.

Management 52

Management SaaS Accountability Upselling 52

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? Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

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. Thinking Ahead. About CSM Practice.

Upselling 52

Upselling Customer centricity Sales Accountability 52

JustCall

MARCH 10, 2023

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. Tips to Implement It: Collect feedback through various channels (such as surveys, social media, email, chatbots, etc.)

Customer Support 40

Customer Support Feedback Upselling Accountability 40

CSM Practice

OCTOBER 15, 2019

A steady stream of recurring revenue is essential for any SaaS company. Optimizing the renewal process is the solution to stabilizing and maintaining the recurring revenue streams from SaaS clients. Here are some key concepts and practical approaches to renewal process optimization: 1. Set up the Quarter with Effective Analytics.

Benchmark 40

Benchmark SaaS Journey mapping Analytics 40

SmartKarrot

MAY 13, 2020

With the growth of SaaS industry, more and more Product Management teams are wondering as to how they can measure a very important aspect, and potentially the strongest leading indicator of success for SaaS Platforms: User Engagement. How to identify customers/users appropriate for a cross sell or upsell?

SaaS 10

SaaS Upselling Analytics Metrics 10

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” 2. Active Users.

Metrics 52

Metrics Education Upselling SaaS 52

AWS Machine Learning

NOVEMBER 15, 2023

Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all. The CCI Post-Call Analytics (PCA) solution is part of CCI solutions suite and fit many of the identified requirements.

Analytics 109

Analytics Interactive Voice Response Average Handle Time Contact Center 109

SmartKarrot

OCTOBER 3, 2022

Role: Senior Director of Customer Success Location: Washington DC-Baltimore Area, US (Hybrid) Organization: TitanHouse As a Senior Director of Customer Success, you will establish and adhere to best practices in SaaS Customer Success. Work with your assigned Strategic Account Manager (SAM) to meet retention and upsell goals.

Upselling 19

Upselling Coaching Best practices Consulting 19

CSM Practice

APRIL 13, 2021

To add, a CSM has to have superior analytical skills to plan, execute, and lead a project successfully. Identifying opportunities for upselling and cross-selling is one thing a CSM must deliberately focus on to implement proactive expansion selling. Establishing a strong relationship is a vital skill that the CSM must embrace.

Management 52

Management Customer retention Upselling Accountability 52

Amity

SEPTEMBER 25, 2017

I watched Account Management transform and evolve over the past few years, especially with the subscription-based economy and the growth of SaaS. My team’s time is divided between analytics, customer conversations, firefighting, and setting up the customer base for future success. What metrics do you watch closely?

B2C 0

B2C SaaS Accountability B2B 0

SmartKarrot

JULY 17, 2020

In any SaaS organization, there are many metrics they consider to measure their business growth. One such metric that is widely used in SaaS companies is customer lifetime value. There are many areas of generating revenue for a SaaS business through its customers. Not all customers are the same. 2 Implement email campaigns.

SaaS 10

SaaS Feedback Metrics Surveys 10

CSM Practice

FEBRUARY 24, 2020

At the end of the onboarding process , you can conduct a quick survey about the customer’s experience with their particular customer success manager involved during the onboarding process. The resulting onboarding rating from these surveys reflects the customer relationship and management skills for each member of the customer success team.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” 2. Active Users.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” 2. Active Users.

Metrics 52

Metrics Education Best practices Accountability 52

Amity

SEPTEMBER 25, 2017

I watched Account Management transform and evolve over the past few years, especially with the subscription-based economy and the growth of SaaS. My team’s time is divided between analytics, customer conversations, firefighting, and setting up the customer base for future success. What metrics do you watch closely?

B2C 60

B2C SaaS Accountability B2B 60

Pointillist

MARCH 22, 2018

JetBlue has in the past made as much as an additional $140million in revenue through its upsell program called ‘Even More Space.’. There are many such examples of B2C and B2B companies that are using upsell and cross-sell opportunities to generate profits. In this post, I take a detailed look at: What is upsell and cross-sell?

Upselling 71

Upselling Analytics B2B B2C 71

Squelch

MAY 27, 2019

Just consider these studies : A 2018 global survey by Econsultancy and Adobe found that 65 percent of respondents reported that “improving their data analysis is a very important factor in delivering a better customer experience.”

Customer Experience 40

Customer Experience Average Handle Time First call resolution Upselling 40

SmartKarrot

JULY 30, 2021

One survey estimates that newer companies prioritize customer success 21% more than their established counterparts and are gaining from that. Why is customer success critical for SaaS companies? Analytics can go a long way in giving a score to your customer’s value from your service or product.

Upselling 10

Upselling SaaS B2B Metrics 10

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. upselling to the most loyal customers) Process changes (e.g. Both groups of technologies can be utilized to make analytics more actionable. By the way, did you know that Lumoa’s analytics is powered by AI? Why is NPS ® going up or down?

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

SmartKarrot

APRIL 20, 2023

Customer success automation tools like workflow automation, email automation, and analytics automation can streamline customer success processes. Email Automation: Use email automation tools to automatically send customer feedback surveys, onboarding emails, or other personalized messages.

Chatbots 19

Chatbots Analytics Upselling CRM 19

SmartKarrot

JANUARY 18, 2021

Ensure high customer satisfaction by surveying customers and adjusting to increase customer satisfaction based on their feedback. Take a proactive approach by reviewing the current engagement analytics and forward planning with the customers to mitigate potential risks. Make use of integrations and advanced solutions for GMP.

Advertising 10

Advertising SaaS Enterprise Best practices 10

SmartKarrot

APRIL 18, 2023

Robert Half Scaling a customer success team is essential for Saas and technology companies to be able to successfully derive value to customers through their product and service offerings. A customer success team can further improve a companies’ sales through engaging in processes that includes upselling and cross-selling to customers.

Upselling 10

Upselling Best practices CRM SaaS 10

SmartKarrot

DECEMBER 22, 2020

For customer onboarding , training, upselling, and renewals while engaging with them. To facilitate a product-led growth strategy, it is necessary to track engagement, analytics, feedback. With data analytics, you can. With data analytics, you can. The four teams that are responsible for a holistic PX strategy include-.

Upselling 10

Upselling Customer retention Customer centricity Analytics 10

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. Expansion Revenue.

SaaS 10

SaaS Upselling Metrics Advertising 10

CustomerSuccessBox

MARCH 14, 2022

Closing a SaaS sales deal could take a hefty time depending upon a lot of factors. Especially in the SaaS industry, where customer retention is the lifeblood of the SaaS business, you need to make sure that you provide an outstanding experience to your customers by planning a smoother post-sales process with a clear-cut checklist.

CRM 52

CRM SaaS Sales Journey mapping 52

Lumoa

MARCH 12, 2023

These tools typically include features such as customer data management, analytics and reporting, automation, and personalization. Real-time insights into customer preferences and trends makes it easier to identify opportunities for cross-selling, upselling, and personalized promotions. Streamlined customer journey mapping.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83