Totango

JUNE 4, 2021

By combining technology with best practices, you can maximize interaction with your clients and build brand loyalty. 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

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income.

Metrics 52

Metrics Upselling SaaS Accountability 52

CustomerSuccessBox

APRIL 18, 2022

Most SaaS businesses fail to align the Product and Customer Success teams to drive great experiences and outcomes. It is no denial of the fact that, in the SaaS world, retention, expansion, and advocacy are the primary sources of revenue growth. Product-led Customer Success best practices. User Segmentation on point.

SaaS 52

SaaS Education Upselling Best practices 52

Education Services Group

JULY 5, 2022

On the other end of the spectrum, there were the teams of folks from the startup or SaaS space, where CS isn’t just a buzzword and key stakeholders all know its value ( sounds like a dream, doesn’t it?!). The concern I’ve often heard is whether or not someone can be a trusted advisor and expected to upsell the customer at the same time.

SaaS 52

SaaS Customer centricity Best practices Upselling 52

ChurnZero

NOVEMBER 27, 2019

The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. . The event, hosted by The Customer Success Association , featured sessions from a variety of CS thought leaders. Didn’t attend?

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

CSM Practice

JUNE 6, 2020

The valuation of a SaaS company is based on its recurring revenue stream. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently.

Metrics 89

Metrics SaaS Accountability Upselling 89

Totango

APRIL 24, 2020

Rather, customer retention for SaaS enterprises is a result of the customer experience. As dependable and recurring renewal is crucial to the growth of our own enterprise, it is vital that we understand customer retention best practices must be implemented at every stage of the customer journey and reinforced by every engagement we undertake.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). Let’s assume that a growing SaaS firm acquires more customers, hires more employees, and increased the number of all other key stakeholders. For SaaS businesses, it should be the motto to live by. VALUE ’ is important.

SaaS 52

SaaS Metrics Accountability Upselling 52

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income.

Metrics 52

Metrics SaaS Customer retention Upselling 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.

Upselling 52

Upselling Customer centricity Sales Accountability 52

Totango

FEBRUARY 10, 2021

Lead conversion: the decision-making process which converts a prospect into a buyer (such as signing up for a free trial of a SaaS product). Onboarding: actions your customer takes after purchase to become an active user of your product or service (such as activating their SaaS account and setting up their profile).

Customer retention 87

Customer retention Journey mapping Benchmark SaaS 87

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. Attend college recruiting events, conferences, seminars to help strengthen the company brand.

Upselling 19

Upselling Coaching Best practices Consulting 19

CSM Practice

FEBRUARY 24, 2020

Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells. 3 New Customer Onboarding Best Practices: [link].

Metrics 52

Metrics Education Upselling SaaS 52

ChurnZero

JULY 2, 2020

SaaS organizations aspire to be it, but many don’t know how to transform this highly touted phrase into a practical application. Customer Success may queue up the renewal for another team to close, or they may only be responsible for upsells. I don’t think there’s necessarily one best way to handle that.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

Amity

DECEMBER 14, 2016

In the always-on world of SaaS, the role of customer success varies across companies and industries. Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. We usually have an event or two we’re supporting, which means inviting local customers and spreading the word.

Management 84

Management Finance Enterprise Accountability 84

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. We regularly look at CSAT, NPS, retention, upsells, health score, and churn. Ultimately, SaaS products should be designed to support themselves. What metrics do you watch closely?

B2C 0

B2C SaaS Accountability B2B 0

CSM Practice

FEBRUARY 24, 2020

Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells. 3 New Customer Onboarding Best Practices: [link].

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells. 3 New Customer Onboarding Best Practices: [link].

Metrics 52

Metrics Education Best practices Accountability 52

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

CSM Practice

FEBRUARY 24, 2020

Net Promoter Score (NPS) is the percentage of your customers that are likely to recommend your SaaS solution to others. Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy. 3 New Customer Onboarding Best Practices: [link].

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

ChurnZero

APRIL 5, 2019

With the event wrapped up, our participants left with great takeaways to share with their own C S teams. If a customer isn’t engaging in upselling, they are often heading towards churn. Oftentimes even if a CSM only has a 1-2 percent impact on retention or upsells, this alone will offset the ir salary. SuccessHacker.

Customer centricity 40

Customer centricity Upselling Accountability Customer retention 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. Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service.

SaaS 40

SaaS B2B Engineering Best practices 40

Totango

AUGUST 12, 2020

The rise in SaaS and subscription business models with low upfront costs and regular renewal windows means customers can make emotional and rapid decisions to leave an agreement with little consequence. Gathering the right data and acting on it can prevent churn and even help you capitalize on upsell opportunities.

SaaS 87

SaaS Upselling Enterprise Best practices 87

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. We regularly look at CSAT, NPS, retention, upsells, health score, and churn. Ultimately, SaaS products should be designed to support themselves. What metrics do you watch closely?

B2C 60

B2C SaaS Accountability B2B 60

ChurnZero

NOVEMBER 22, 2019

We will be hosting this one-day event in Washington DC on October 8, 2020. If you are a ChurnZero customer, there will also be a half-day customer-only training / event the day before on October 7, 2020. Many of you may have already joined us at our RYG events that we have hosted in cities across North America.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

SmartKarrot

FEBRUARY 10, 2022

There is no doubt that with the pandemic COVID-19, many businesses in the SaaS space have realized the importance of customer success. Show how you will reduce churn by implementing certain best practices and policies. The customer success team puts in a lot of effort into renewals, cross-sells, and upsells.

SaaS 10

SaaS Upselling Best practices Customer retention 10

SmartKarrot

JULY 30, 2021

Why is customer success critical for SaaS companies? SaaS, more than any other field, needs a solid customer success plan because that’s what will give you an insight into how, if at all, a customer is achieving his milestones using your software. It’s a critical metric for SaaS business models as subscription drives their growth.

Upselling 10

Upselling SaaS B2B Metrics 10

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. This gives you a quick view of your important upcoming events. . Or perhaps upsell opportunities? In the world of B2B SaaS, not all accounts can be treated the same way. Blog Author: Alex Weihmann. When using this versatile tool, be sure to leverage:

Best practices 72

Best practices Accountability Upselling SaaS 72

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 109

SaaS Journey mapping B2B Feedback 109

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

MARCH 15, 2021

Influence future lifetime value through higher SaaS adoption, customer satisfaction and increase renewal rates to reduce churn. Identifying upselling opportunities and being responsible for account growth. Establish CSM best practices and processes for future CSMs. Assist sales in contract terms and expectations.

Upselling 10

Upselling SaaS Accountability Education 10

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

ChurnZero

NOVEMBER 15, 2019

We are in the thick of Q4 and the high-pressure budget and strategy planning season is in full swing in SaaS organizations around the globe. To help you and your team with this arduous process, we hosted a video panel-style webinar on this topic so you could to hear advice on: End-of-year retention and upsell efforts.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. You can always rely on me to do that for family events, for work, for college events. When best practices finally follow, and it could be 10 years after the move happened, that’s where CSMS came in.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. You can always rely on me to do that for family events, for work, for college events. When best practices finally follow, and it could be 10 years after the move happened, that’s where CSMS came in.

SaaS 52

SaaS B2B Upselling Metrics 52

SmartKarrot

MAY 15, 2020

The role of a Customer Success Manager (CSM) has now been a subject of rapid expansion in any software as a service (SaaS) company. They have taken over umpteen responsibilities and firmly produce one of the vital pillars of ‘growth’ within a SaaS community. As you can see, today the entire face of this role has changed dynamically.

Management 10

Management SaaS Technical Support Upselling 10