Totango

MARCH 24, 2020

The most effective way to follow this progress is to break down the journey into modular B2B customer lifecycle stages. The resulting subscription and SaaS supplier models spread customer lifetime value across repeated cycles of renewal and upsell and give customers the power to walk away if they’re not satisfied.

B2B 59

B2B Management Upselling SaaS 59

CustomerSuccessBox

MARCH 4, 2022

Increases the way for upselling, cross-selling the products. Metrics for expectations. Each of these expectations is measured using the metric to see if it is attained or not. A metric must be predefined to know its efficiency whereas the team must be set to track the metrics at each stage.

B2B 52

B2B SaaS Metrics Upselling 52

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The best B2B client expansion strategies achieve this by creating more value for customers — value that they will be willing to pay for. You cannot schedule an upsell engagement at a predetermined time in the customer journey. Get started for free today.

B2B 62

B2B Enterprise Best practices Upselling 62

CustomerSuccessBox

MAY 25, 2021

Customer retention is critical — particularly for B2B SaaS companies. Loyal customers contribute to your revenue growth through Upsells, providing referrals, and advocacy. Measuring both of these metrics will give a more balanced view of your retention. You cannot keep upselling if you lose clients!

Customer retention 52

Customer retention Metrics Upselling SaaS 52

ChurnZero

JUNE 15, 2021

In a world seemingly obsessed with hyper-growth, this may sound like heresy, but when evaluating a B2B software-as-a-service (SaaS) company, the most important metric we look at is retention. The Different Types of Retention Metrics. cross-selling, upselling, etc.) They are the opposite sides of the same coin.

Metrics 59

Metrics SaaS Upselling Surveys 59

JustCall

JULY 23, 2020

In this blog, we'll run you through all the important sales metrics and KPIs you need to assess for optimum results. . Measuring your sales metrics and KPIs is a healthy exercise for improving overall sales performance. But, weighing every other metric under the sun means you're in for a waste of your precious time.

Sales 52

Sales Metrics Upselling Benchmark 52

ChurnZero

JANUARY 20, 2021

Like many B2B SaaS businesses, happy customers are at the core of PieSync’s success. Clearbit, a B2B tool that personalizes customer interactions, initially focused on top-line revenue as a key metric. This is often the case for many B2B SaaS businesses. “We This is called upselling.

SaaS 98

SaaS Upselling B2B Metrics 98

TeamSupport

MAY 11, 2021

At TeamSupport we have a belief that B2B companies are neglecting their existing customers in favor of focusing on new business. H istorically, B2B customer support departments have not been thought of as revenue generating. We should be looking at just as many metrics related to our existing customers and just as diligently.

B2B 98

B2B Upselling Metrics Education 98

Totango

MAY 10, 2022

Trials of upsell products. In the context of B2B SaaS products geared toward enterprise users, the customer engagement strategy seeks to promote adoption by product users, executives, and stakeholders. Support metrics: How many support tickets has the customer opened, and what have the results been? Renewal of subscriptions.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 97

Upselling Metrics SaaS Sales 97

TeamSupport

MARCH 3, 2021

The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn. 1-2 Sweeney, Tom, Customer Support Transformation: The Guide to Essential Practices and Metrics , Dec 2020, Service Excellence Group, LLC. The first way to do so is to ensure product adoption and use.

B2B 98

B2B Upselling Customer retention Customer Support 98

Totango

SEPTEMBER 1, 2022

B2B clients tend to measure performance in terms of key performance indicators, so SaaS QBR discussions often focus on KPIs. In general, QBR meetings help ensure that SaaS clients receive the value they’re paying for from their software provider, promoting higher subscription renewal, upsell, and referral rates.

SaaS 97

SaaS Journey mapping Upselling Best practices 97

TeamSupport

MARCH 10, 2021

The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn, which we explored in Part 2. With increasing revenue as its primary focus, TeamSuccess boldly repositions the role of B2B customer success software in the industry.

B2B 98

B2B Upselling Coaching Customer Support 98

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The key to effectively managing a customer lifecycle is metrics.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The key to effectively managing a customer lifecycle is metrics.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

CustomerSuccessBox

OCTOBER 21, 2021

The subscription model has become the majority in the B2B SaaS industry. This is where customer success thrives and is so important for your B2B SaaS business. This creates opportunities for upselling, reselling, & cross-selling. Therein come the metrics for your efforts. You can retain them for years on end!

SaaS 52

SaaS Upselling B2B Benchmark 52

OctopusTech

JUNE 29, 2023

This service is generally useful for different industries like B2B sales, financial, and healthcare services. It also plays an important role in upselling and cross-selling different opportunities by finding out the needs of users and then recommending the most appropriate products and services.

Customer retention 62

Customer retention Call Center Upselling outsourcing 62

TeamSupport

AUGUST 25, 2022

From customer health metrics, to data on interactions with customer service or support, to even social media interactions, a holistic 360-degree customer view takes everything into account to create an accurate picture of customer health. Upsell and Expansion. What is a 360-degree view? A 360-degree view and customer engagement.

Upselling 98

Upselling Metrics Benchmark Analytics 98

Beyond Philosophy

NOVEMBER 10, 2014

Your existing customers are far easier to upsell. According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively. A B2B Telecom reduced costs by 36% and increased revenues by 7%. So, there you have it.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

JustCall

APRIL 3, 2023

This includes tracking usage metrics and identifying areas where the customer can benefit from additional features or services. 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

aircall

SEPTEMBER 11, 2017

66% of B2B customers and 52% of B2C customers have stopped buying from a company following a bad service interaction. 62% of B2B customers and 42% of B2C customers purchased more from a brand following a good service experience. 10% to 30% of eCommerce revenues come from upsell and cross-sell recommendations. Zendesk ).

Customer Support 115

Customer Support B2C Upselling B2B 115

CustomerSuccessBox

JUNE 18, 2021

Designing a Customer Onboarding Framework for B2B SaaS. Why is Customer Retention Important for B2B SaaS Business? Retention, Renewal, and Upsell Strategies. Gross Retention Rate or Net Retention Rate- Which is the key customer retention metrics to track. Customer segmentation. Segmenting Customers- What is the best way?

SaaS 52

SaaS B2B Customer retention Upselling 52

CustomerSuccessBox

OCTOBER 5, 2021

The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. In B2B SaaS businesses, you have to identify those key indicators which can drive performance. Since they differ from firm to firm, tracking every metric out there doesn’t make economical sense.

Upselling 59

Upselling SaaS Metrics Accountability 59

CustomerSuccessBox

DECEMBER 14, 2021

Many B2B SaaS companies continue to increase their profits by not only acquiring new customers but also by growing existing customers. Measuring the leading indicators and metrics is one of the ways to make that shift. Upsells, Renewals, Cross-sells, etc. Customer Success drives exponential growth. Read : Customer Success KPIs.

Upselling 52

Upselling SaaS Customer advocacy B2B 52

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. David and his blog cover topics such as the SaaS business model and Metrics, 9 steps to get to repeatable, scalable, and profitable growth, Time to Wow!,

SaaS 64

SaaS Customer centricity B2B Best practices 64

TeamSupport

DECEMBER 8, 2023

Look for software that provides robust reporting and analytics features, allowing you to track key metrics, identify trends, and measure the effectiveness of your support efforts. This information is invaluable for continuous improvement and strategic decision-making.

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105

CustomerSuccessBox

JUNE 20, 2022

In general, this tool offloads the heavy work of tracking and managing all the customer success metrics. To do that, they need to: Track a dozen of complex metrics, Study analytics, Optimize the onboarding workflows, and Monitor the “n” number of other tasks. Detect and Act on Upsell & Cross-sell Opportunities.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

Satrix Solutions

NOVEMBER 2, 2020

To combat this, companies turn to existing customers for upsell / cross-sell opportunities to offset lost revenue from downgrades or cancellations. Steve, a growing number of B2B companies are focusing on Net Negative Churn. You get that when you have very low churn and high opportunity for upsell & cross sell.

Upselling 78

Upselling Metrics B2B Sales 78

Totango

APRIL 11, 2019

To improve the diagnostic value of customer success health scores, build them around the right metrics and derive solutions by understanding how those metrics impact customer lifetime value. It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn.

Metrics 86

Metrics Upselling Accountability Enterprise 86

ChurnZero

SEPTEMBER 8, 2021

The 7 th SaaStr Annual is the largest non-vendor confab in the world, uniting the global B2B SaaS community both online and off. Also be sure to join our CEO and Founder, You Mon Tsang for his session on 9/28 on “ Top Customer Metrics for Your Board and Investors and How to Nail Them.”. Register for SaaStr Annual 2021 here. .

Personalization 95

Personalization SaaS Upselling B2B 95

CustomerSuccessBox

FEBRUARY 17, 2022

I would say that Net Dollar Retention (NDR) is one of the most important metrics for SaaS companies. NDR is a metric expressed as a percentage. NDR or net dollar retention is not as well known as MRR, but it is a very valuable (if not more valuable) metric. If you are looking for a guide for NRR vs GRR we have it! Increases MRR.

Benchmark 52

Benchmark SaaS Customer retention Upselling 52

ChurnZero

OCTOBER 1, 2022

The Q&A portion of the webinar dug into CSQLs deeper—covering the ideal time to roll out a CSQL model and the biggest pitfalls of its implementation—while also delving into whether CSMs should close upsells, and how to assign CSM books when they own expansion. Q: Is there a difference in CSQL growth with B2B and B2C customers?

B2C 97

B2C Upselling B2B Accountability 97

CustomerSuccessBox

AUGUST 31, 2021

If you’re a B2B SaaS business, this statement becomes more profound! Let’s look at some facts and figures which are vital metrics to keep track of. In B2B SaaS you spend anywhere between 1–3X times the Annual contract value (ACV) as your Cost of Acquiring the Customer (CAC). If yes, then this blog is intended for you!

SaaS 52

SaaS B2B Upselling Metrics 52

CustomerSuccessBox

MAY 30, 2022

*Julie, a Customer Success Manager , with ABC corp (a B2B SaaS firm) is excited about the upcoming annual conference. To identify a watermelon customer, the metric that would help you the most is instead the Customer Intent Score. These rules have a threshold for upsell or risk signal generation. But what does it tell?

Upselling 52

Upselling Calibration Engineering Big data 52

Totango

JUNE 17, 2021

In a B2B context, here are some of the most useful ways to segment customers and when you might want to use each: License Utilization. This criteria segments customers based on how many licenses an account is utilizing out of the total number available, an important engagement metric. Active Users. Customer Health Score.

B2B 71

B2B Accountability Journey mapping Sales 71

Education Services Group

FEBRUARY 1, 2023

There’s a good chance that if you are a Customer Success leader, your workday began by logging in and reviewing your CS metrics dashboard. Across B2B industries and regions, our work has shown the development of one capability to be crucial: data-driven commercial-performance management.

Metrics 52

Metrics Construction Finance Upselling 52