Totango

JULY 24, 2020

The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. You cannot schedule an upsell engagement at a predetermined time in the customer journey. Client expansion is the bird-in-the-hand approach to B2B enterprise growth.

B2B 62

B2B Enterprise Best practices Upselling 62

Education Services Group

MAY 11, 2018

One case study showed that even just a minor increase in human-touch engagement resulted in increased customer software subscription renewals. vCSMs provide the critical human touch that augments tech touch and bottom-tier neglect described in our blog post, 3 Customer Success Best Practices to Scale People & Automation.

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

ClientSuccess

APRIL 20, 2017

The Rise of SaaS and Customer Success. This led to delivering reports via CDs and eventually to the delivering via the Internet, which is what we now refer to as a SaaS or cloud-based model. Product wants to speak with a customer about a feature, Marketing wants to do a case study, and so on. The First CSM at Marketo.

SaaS 40

SaaS B2B Engineering Best practices 40

SmartKarrot

JUNE 9, 2020

In the case of customer success, these rock bottom or what we call as the pitfalls could make the hair-line difference between churn and customer stickiness. Strategy #2: Upsell and then Expand. With that easy-to-fix issues could easily slip away from your hands and hence cause a hindrance to your upsell, gradually.

SaaS 11

SaaS Sales Upselling Best practices 11

SmartKarrot

OCTOBER 27, 2022

Provide best practice recommendations, identify any roadblocks, and partner with the customer to reach desired outcomes. testimonials, case studies). Conduct detailed customer workflow analysis and identify customer success metrics. 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

Advocacy activity measures the number of advocacy activities your CSM or Customer Success team drove, such as referrals, reviews, case studies, etc. Net Promoter Score (NPS) is the percentage of your customers that are likely to recommend your SaaS solution to others. About CSM Practice. 6. Net Promoter Score (NPS).

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

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

Amity

NOVEMBER 25, 2014

And like the pioneers in marketing, there is a lot we can learn by revisiting how the pioneers in Customer Success, like Paul Teshima, realized why helping customers succeed was integral to SaaS success and in doing so, shaped this discipline. I recognized that in SaaS you had to have a more pervasive accountability to the customer.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

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. Upsell purchases. Examples include: Search engine queries and ads.

SaaS 105

SaaS Journey mapping B2B Feedback 105

Education Services Group

FEBRUARY 5, 2019

Guiding your customers at the right pace, with the right understanding of their business, and providing the right tools are the keys to a successful SaaS customer journey. You’ve achieved the business case they were hoping for and shown them that their investment in you was worth the money. 5) ADVOCACY.

Education 45

Education Upselling Marketing SaaS 45

SmartKarrot

APRIL 2, 2021

Be a thought leader in developing and executing on Customer Success and Account Management best practices that can be used across the organization. Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs, upselling and upgrading where required.

Entertainment 10

Entertainment Upselling SaaS Accountability 10

Education Services Group

FEBRUARY 5, 2019

Guiding your customers at the right pace, with the right understanding of their business, and providing the right tools are the keys to a successful SaaS customer journey. You’ve achieved the business case they were hoping for and shown them that their investment in you was worth the money. 5) Advocacy.

Education 40

Education Upselling Marketing SaaS 40

ChurnZero

DECEMBER 20, 2019

By focusing efforts on retaining active users by iterating their existing services based on rich customer data, companies will have more opportunities to engage, upsell , and ultimately scale. . . Like any SaaS platform, you get out of it what you put in. Jay Nathan , Founder & Managing Partner, Customer Imperative .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

JULY 28, 2021

Create best practices at scale to leverage Churnzero, Salesforce and other existing tools that will allow the business to better assess risk and opportunity as well as ensure a streamlined customer experience. Upsell Obby paid plans by confidently communicating the features and benefits.

Finance 10

Finance Accountability Upselling SaaS 10

SmartKarrot

MAY 19, 2020

Ever since the boom of the SaaS industry in the past decade, client success and client success manager skills has become the key strategies of the companies who want to maintain a long term relationship with their customers. The whole steps taken for this exercise are shown in the below exhibit. Source: Businesswire.

Management 10

Management SaaS Upselling Metrics 10

Totango

MARCH 2, 2021

The SaaS business model has transformed contemporary understanding of customer journey stages. Before the rise of SaaS, the customer journey was typically viewed from a marketing and sales perspective, as represented by the image of a funnel marking the steps from brand awareness to a sale. Case Studies. Consideration.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

CustomerSuccessBox

JULY 19, 2022

Successful SaaS companies grow in two ways: by acquiring new customers and by retaining existing customers (i.e., There is no structured repository to consolidate, manage, and access best practices. In contrast, a framework covers all the best practices & fundamentals that should be present in all B2B SaaS businesses.

Upselling 52

Upselling SaaS Best practices B2B 52

Amity

JANUARY 20, 2016

In this issue of the SaaS Tattler, we've currated a list Customer Success articles that are certified classics. When I co-founded my first SaaS company in the early 2000’s, we treated customer success and customer service as one and the same. Uberflip: a Case Study in Scaling Customer Success. Hire Early.

SaaS 48

SaaS Accountability Customer advocacy Sales 48

Amity

MAY 25, 2016

Also, the opportunity to be a part of a SaaS company really allowed me to progress, get new opportunities, and create new skillsets which has led me to this stage now, leading this team. Considering we are a SaaS organization and where we wanted to take those two customer-facing teams, we knew it was the right thing to do, and it has been.

Best practices 90

Best practices Metrics Sales SaaS 90

SmartKarrot

DECEMBER 5, 2022

Personalized customer services – One of the best practices for customer success is to provide customers with personalized services. Account management is especially important for any SaaS (Software As A Service) business. Case Study 1. Case Study 2. They have also achieved an increase of 28.5%

Accountability 19

Accountability Management Finance Analytics 19

CustomerSuccessBox

NOVEMBER 24, 2021

In today’s hyper-competitive business world, SaaS businesses find it increasingly difficult to stand out. Relevant content can include various resources like blog posts, videos, case studies, podcasts, webinars, etc. It is the perfect way to show that you want to provide them with the best value that they can.

Upselling 52

Upselling Feedback Customer advocacy B2B 52