CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

Totango

SEPTEMBER 17, 2021

The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are. What Is the Freemium SaaS Model?

SaaS 74

SaaS Best practices Upselling Journey mapping 74

CustomerSuccessBox

JUNE 17, 2022

That can be done through product analytics. What is Product Analytics? Product analytics is the process of evaluating how your customers or users engage with your product. Product analytics enables you to track, visualize and evaluate real-time customer engagement and behavioral data. How does product analytics work?

Analytics 52

Analytics SaaS Journey mapping Metrics 52

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. Plan the best SaaS Retention strategies that ensure customers stay with you for long. SaaS retention strategies that work help you turn hard-won consumers into long-term customers, and long-term customers into powerful advocates! Yet, success remained elusive.

SaaS 52

SaaS Customer retention Metrics B2B 52

CustomerSuccessBox

APRIL 19, 2021

It’s unlike most SaaS B2B businesses not addressing customer retention. In our last blog, we discussed the 7 data points that you need to monitor to reduce customer churn, here we will talk about the 3 kinds of early warning systems to drive b2b saas customer retention. But the problem lies in which data to look for.

Customer retention 52

Customer retention SaaS B2B Upselling 52

JustCall

DECEMBER 7, 2022

Well, there are sales metrics and sales analytics software to take you closer to goals. Read on to know how to track and improve your sales performance by using the right metrics and analytical tools. What is Sales Analytics? Sales analytics is the process of generating actionable insights from the sales data.

Analytics 52

Analytics Sales CRM Metrics 52

Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Identifying customers in the market for upsell offers and referral invitations.

Customer retention 98

Customer retention Upselling CRM SaaS 98

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

SmartKarrot

NOVEMBER 24, 2023

In the dynamic realm of B2B, where every move counts, mastering the art of upselling is no longer a mere choice but a strategic imperative. In this discourse, we’ll unravel seven B2B upsell strategies that, in my experience, work wonders for boosting Net Revenue Retention (NRR) and fortifying customer relationships.

Upselling 10

Upselling B2B Education Analytics 10

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

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. Under all the fancy showbiz lies the fact that running a SaaS business is very challenging. Benefits of having a Customer Success Software for your SaaS business-.

Upselling 52

Upselling SaaS CRM Multi-channel support 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

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Contract renewal is the stage in your SaaS customer’s lifecycle where they decide whether or not to extend a subscription that is about to expire. What Is Contract Renewal? In-App Promotions.

Customer retention 93

Customer retention SaaS Best practices Upselling 93

CSM Practice

DECEMBER 7, 2020

Board members work in areas spanning on-premises technology, Software-as-a-Service (SaaS), and advisory services. SaaS companies, in particular, need to develop and implement effective customer success strategies to drive renewals and upsells. Irit Eizips also sits on the Board.

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

CSM Magazine

AUGUST 24, 2023

In short, SAP CPQ represents a cloud-based SaaS developed purposely for generating and managing offers and quotes for businesses with compound multi-aspect product (or service) configurations. Customization of quotes and relevant documentation require a good part of the time, which can be dedicated to other sales aspects, such as upselling.

Sales 52

Sales SaaS Upselling Analytics 52

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. SaaS businesses, meanwhile, benefit from predictable streams of recurring revenue.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

Totango

AUGUST 9, 2022

While customer segmentation predates digital technology, segmentation today relies heavily on digital databases and data analytics. Data analytics allows stored information to be scanned for patterns that reflect useful business intelligence. This enables more repeat business, more upsell opportunities, referrals and higher revenue.

Best practices 99

Best practices B2B Journey mapping Upselling 99

CustomerSuccessBox

SEPTEMBER 20, 2021

CustomerSuccessBox is an outcome-driven Customer Success software for B2B SaaS, which helps maximize retention, drive product adoption, and grow revenue for your B2B SaaS. Role of Customer Success Manager in a SaaS Company. Recommended reads: Leveraging Analytics and Data to Empower Customer Success. CustomerSuccessBox.

SaaS 64

SaaS Customer centricity B2B Best practices 64

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

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

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. Most of the biggest SaaS businesses grow by selling expensive subscriptions to large enterprises ” Christoph Janz. This allows you to sync your data from your SaaS platforms in minutes!

SaaS 52

SaaS Customer retention Enterprise Accountability 52

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

ChurnZero

FEBRUARY 17, 2021

ChurnZero Resource: Churnopedia – SaaS Metrics. ChurnZero Resource: Knowledge Hub – Customer Expansion, Upselling, and Cross-Selling for CS Teams. Predictive and Prescriptive Analytics. TSIA Resource: Predictive Consumption Analytics. ChurnZero Resource: New Manager’s Guide for a Customer Success Strategy Implementation.

Best practices 78

Best practices Upselling Analytics SaaS 78

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

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. Optimize your Frameworks and Analytics. These two are the pillars of successful customer success functions: analytics and frameworks. Keep an eye out for upsell signs that can help you plan your next steps. Congratulations!

Journey mapping 52

Journey mapping SaaS Upselling Accountability 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

FEBRUARY 24, 2020

Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income. Gross Revenue Retention (GRR) is the amount of revenue retained minus the revenue lost due to churn and downsell without considering the impact of cross-sells, upsells, or an increase in prices.

Metrics 52

Metrics Upselling SaaS Accountability 52

ClientSuccess

APRIL 17, 2019

Jay Nathan , Founding Partner and Managing Director of Customer Imperative , which helps B2B SaaS companies services to help them grow and scale customer success, from analytics to strategy to execution. Prior to founding Customer Imperative in 2017, Jay spent over 15 years in the B2B SaaS / software space.

SaaS 45

SaaS B2B Upselling Engineering 45

JustCall

MARCH 7, 2023

Data is gathered from multiple sources in the sales workflow through the following: Customer interactions Email clicks Content downloads Deal status Phone calls and callbacks Messages left Conversation analysis Forecasting Predictive analysis These aspects help customer service teams determine which customers are likely to convert, upsell, or churn.

CRM 52

CRM Metrics Sales Finance 52

ClientSuccess

APRIL 17, 2019

Jay Nathan , Founding Partner and Managing Director of Customer Imperative , which helps B2B SaaS companies services to help them grow and scale customer success, from analytics to strategy to execution. Prior to founding Customer Imperative in 2017, Jay spent over 15 years in the B2B SaaS / software space.

SaaS 40

SaaS B2B Upselling Engineering 40

SmartKarrot

MAY 28, 2020

In general, SaaS customer retention rates define the percentage of customers your company has retained for a given period. For instance, for companies offer SaaS products or services, customer retention is important since it affects directly the business profitability. What is SaaS Retention Strategy? .

Customer retention 10

Customer retention SaaS Upselling Analytics 10

CSM Practice

SEPTEMBER 28, 2020

In SaaS, renewals are a natural part of the customer journey. Preventing implementation issues not only decreased renewal risk but it also increased the chance of upselling. . Our engineering team set up alerts via our analytics software once these trigger points were identified so as issues happened we were alerted in real-time.

Management 52

Management Upselling Engineering SaaS 52

CustomerSuccessBox

JUNE 22, 2021

A SaaS customer goes through onboarding, retention, and upsell.At Account Health is the data driven way of measuring who’s getting value and who’s not, who you need to pay attention to, who might be at the risk of churning and who on the other hand, might be sitting on an opportunity where you can not likely upsell. .

Accountability 52

Accountability Upselling B2B SaaS 52

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

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.

Management 52

Management SaaS Accountability Upselling 52

CustomerSuccessBox

MARCH 28, 2022

Most SaaS firms see Customer Success as a necessary evil. If they do, you’ll have more revenue in the form of renewals, upsells, etc. So, customer success is the ‘growth hack’ that your SaaS firm is looking for! So, customer success is the ‘growth hack’ that your SaaS firm is looking for! However, it’s a growth strategy!

Calibration 52

Calibration SaaS Customer retention Construction 52

ClientSuccess

OCTOBER 2, 2019

An Account Manager (or AM for short) goes after existing customers with the goal of renewing, cross-selling, and upselling the company’s product. Their appearance and recent popularity emerged as the software-as-a-service (SaaS) has shaped a distinct customer lifecycle. They act in an advisory and analytical capacity.

Accountability 47

Accountability Management Upselling SaaS 47