ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. This is shocking. I’m sure you have too.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition. Price comparison engines.

Customer retention 63

Customer retention Advertising Engineering Upselling 63

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84

CustomerSuccessBox

JULY 9, 2021

Even though customers can be loyal to brands and return to them regularly, the nature of their relations is always short-term. In a SaaS business-like CustomerSuccessBox , anyone who buys a subscription to your product is a customer. Customers pay for the product in order to get immediate value from it. SaaS Customers.

SaaS 52

SaaS Customer retention Upselling Personalization 52

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

B2B 115

B2B Journey mapping SaaS Engineering 115

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Who should manage customer onboarding in a SaaS company?

SaaS 52

SaaS B2B Customer retention Upselling 52

Totango

SEPTEMBER 13, 2022

A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. Optimize customer onboarding. Onboarding.

SaaS 86

SaaS Upselling Best practices Customer retention 86

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. They have loyal followings and student-customers who proudly display their certifications on LinkedIn to not only show off their product proficiency, but also their brand affiliation. . “As

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Totango

MARCH 19, 2021

It is only when we look at this as one interconnected journey, from the customer’s perspective, that we can really drive customer success and business growth. Try it for free to see how Totango’s Spark Platform can help you promote better customer journeys and improve your customer’s experience.

Best practices 124

Best practices Customer retention Upselling SaaS 124

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Customer retention Upselling Chief Customer Officer 52

Amity

FEBRUARY 24, 2016

Issue 77 - Customer Success Articles that are Certified Classics (Part 3). How do we decide which articles are Customer Success Classics? Well, to become certified classic, an article must be written well, easy to read, and most importantly, feature great content. Get your free Customer Success Hero shirt!

Upselling 48

Upselling SaaS Best practices Customer retention 48

CSM Magazine

DECEMBER 6, 2023

However, delivering excellent customer service requires more than just hiring people and having the necessary tools. It also requires a well-trained team that understands the value of customer success and has the skills and knowledge to deliver it consistently. Say you run a digital marketing agency that serves SaaS companies.

Upselling 52

Upselling SaaS Advertising Marketing 52

ChurnZero

DECEMBER 29, 2020

9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. 9 Must-Have Integrations to Level Up Customer Success Software. 6 Dos and Don’ts for Improving Your Customer Onboarding.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

Totango

MARCH 26, 2021

As the concept of the customer lifecycle has developed, understandings have changed under the influence of technology. If you search Google, you’re likely to find every other article giving a slightly different opinion. Some information is out-of-date, while some presentations give a partial perspective on the customer lifecycle.

SaaS 66

SaaS Best practices Upselling Education 66

Solvvy

JUNE 17, 2021

Scribd’s platform offers access to the best ebooks, audiobooks, magazine articles, documents, and more for over a million people around the world. Premium Service for Premium Customers. Automation and personalization also serve an important role in retention, sales enablement, and upsell opportunities.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

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. finding customer acquisition channels that are highly scalable, repeatable, and profitable. . Try to understand what you need to do to retain your target customers.

SaaS 52

SaaS Customer retention Enterprise Accountability 52

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . They are becoming standard because companies are increasingly recognizing how CS technologies can reduce churn and generate revenue by improving the customer experience.

Upselling 64

Upselling Accountability Enterprise Metrics 64

Totango

JUNE 4, 2021

Another way to apply personalization to engagement is to offer customers promotions based on their history, needs and behaviors. By tying your cross-sell and upsell offers into your customers’ actual use of your product, you not only increase engagement, but you increase the attractiveness of your offers, helping boost your revenue.

B2C 62

B2C Upselling Journey mapping B2B 62

CustomerSuccessBox

SEPTEMBER 2, 2021

An average SaaS business spends 92% of their first-year revenue on customer acquisition. In other words, it takes 11 months to pay back their customer acquisition cost. CAC is also known as the cost of convincing a potential customer to buy your product or service. What is a good CAC? Add value to your offering.

SaaS 52

SaaS Metrics Advertising Sales 52

Nicereply

MAY 11, 2020

Even if you can somehow start filling the bucket faster, you’re still losing valuable customers. Patching up the hole (or improving customer retention ) means keeping more customers in the business bucket. A 5% increase in customer retention increases business profits by 25%-95%. for new customers).

Customer retention 115

Customer retention SaaS Metrics Surveys 115

SmartKarrot

MAY 26, 2020

There was a time when a customer was only seen as a one time buyer by the companies. Then it evolved into the subscription based business model where customer retention became a prominent aspect. A lot of studies and efforts were taken by the organizations to gain customer retention in the business.

Upselling 10

Upselling SaaS Customer retention Metrics 10

SmartKarrot

MARCH 2, 2022

And this is even more difficult when it comes to companies that offer SaaS products. One of the main reasons for this is that the market is already flooded with competitors, many of whom compete for customers’ already limited attention in both B2B and B2C environments. Top 5 Growth Marketing Strategies for SaaS Products. #1

SaaS 12

SaaS Marketing Upselling Engineering 12

CSM Magazine

JULY 22, 2021

Today’s customers want to be spoken with and expect the brands they engage with to facilitate this conversation and engage them effectively. But not only has the face of the customer evolved over time, so too has the shape of the business world. B2Bs in the SaaS space today strive for agile growth. Growing Customer Retention.

Advertising 98

Advertising SaaS B2C Engineering 98

Totango

OCTOBER 20, 2022

At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. What Makes a Good Customer Success Manager? Problem-Solving.

Management 90

Management Upselling Coaching Best practices 90

Totango

APRIL 24, 2020

In customer retention, every engagement counts. Rather, customer retention for SaaS enterprises is a result of the customer experience. Why Customer Retention Matters. The digitization of business has made customer retention the lifeblood of the Software-as-a-Service industry.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

Education Services Group

AUGUST 20, 2019

A greater effort toward keeping your existing customer base happy will help ease the frustrations and challenges of mid-year new customer acquisition. It’s also a great way to combat the problematic Q4 churn many SaaS companies face as customers assess the cost-to-value benefits of renewing their annual subscriptions.

Upselling 40

Upselling Customer retention SaaS Education 40

ChurnZero

JULY 22, 2021

In this article, we cover the top considerations for identifying that best fit, as well as examples of expansion scenarios for applying the rules. The complexity of your product, your sales process, and your customer’s buying process will likely be the biggest determinants of expansion ownership. Customer Success vs. Sales . .

Sales 98

Sales Upselling Enterprise SaaS 98

SmartKarrot

FEBRUARY 15, 2022

Success in SaaS is not as easy as it seems. Boosting sales and acquiring customers will not be sufficient. You need to retain customers, and the best way to do that is with winning customer success strategies. A key aspect of customer retention and customer success is ensuring you get customer loyalty.

SaaS 10

SaaS Education Upselling Technical Support 10

Totango

SEPTEMBER 24, 2020

In a real-world sense, however, value is the potential for success a customer gains by partnering with you and your product. Creating value for customers depends on your ability to deliver on your promise of value through your product. . The Importance of Creating Value for Customers.

Enterprise 78

Enterprise Upselling Accountability Metrics 78

ChurnZero

FEBRUARY 4, 2022

Kristen Hayer, Founder and CEO of The Success League , has witnessed this communication friction from both sides through her past experience as a customer success leader and through her current work running a customer success consultancy. We cover: How does customer success work with investors? Customer retention.

Metrics 98

Metrics Consulting Consulting Best practices 98

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Best practices 102

Best practices SaaS Journey mapping B2C 102

SmartKarrot

JULY 29, 2020

Even if the customers would return to the same brand for buying another product, that represented a very small percentage of the company’s overall customer base. Specially in the SaaS industry, where upfront payment has reduced to a minimal amount, customers are more free to reexamine their choice of product at any given time.

SaaS 10

SaaS Customer retention Upselling Feedback 10

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. That’s where customer retention comes in.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

ChurnZero

JULY 29, 2022

This article was originally published on Forbes.com. Acquiring new customers is good. But keeping the customers you have is better. With the rise of the SaaS model, retention has dethroned acquisition as the primary means to achieve long-term growth and high valuation. Customer Success increases customer value.

SaaS 98

SaaS Customer centricity Upselling Accountability 98

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.

SaaS 10

SaaS Feedback Metrics Surveys 10