Totango

OCTOBER 20, 2022

We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. What Is a Customer Success Manager (CSM)?

Management 91

Management Upselling Coaching Best practices 91

CSM Magazine

JULY 22, 2021

Henry Spitzer, VP of Sales at Lusha explains how community building is a powerful and cost-effective way to increase retention by creating a central destination for users to find support, advice and best practices. B2Bs in the SaaS space today strive for agile growth. The Bare Basics. It may also predict churn potential.

Advertising 98

Advertising SaaS B2C Engineering 98

CustomerSuccessBox

MARCH 17, 2022

Every SaaS business wants to expand and succeed. A Customer Success playbook is a list of proactive, and best practice actions that CSMs must perform! It is a series of tasks that can be delegated to an account or a group of users at different points of their customer journey to help them adopt your product successfully.

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 52

CSM Practice

JANUARY 13, 2021

In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention. Despite the obvious advantages of mastering and scaling the renewal process as SaaS companies grow, renewals still pose a big challenge for most. Best practices.

SaaS 98

SaaS Customer centricity Accountability Education 98

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? This article shares three successful approaches B2B SaaS companies took to retain customers in the first wave. The Facebook Group also became one of AccuPoint’s more effective customer support tools.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Customer success is the practice of ensuring that your customers achieve their desired outcomes while using your product or service. This is where customer success comes in.

Upselling 52

Upselling Metrics Best practices Customer centricity 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

SmartKarrot

APRIL 5, 2022

SaaS companies undergo a dynamic learning process. Though every SaaS founder is in the game to solve certain problems, they might make some mistakes along the way. Some make the best products, and others may face unprecedented losses with uncertain issues. 10 Biggest SaaS Mistakes (and How to Avoid Them).

SaaS 11

SaaS Feedback Metrics Upselling 11

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. Whether that revenue comes from an upsell, cross-sell, expansion, or something else, it’s still new revenue attributed to the customer. In most SaaS businesses, the ultimate goal is to increase revenue.

Accountability 42

Accountability Upselling SaaS Feedback 42

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

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 85

Customer retention Journey mapping Benchmark SaaS 85

CustomerSuccessBox

NOVEMBER 19, 2018

Assume your sales has just sold a SaaS software to a customer and you are waiting for the implementation to begin. Even if a customer waits for the onboarding to get over, the chances of renewals and upsells decrease with time because everyone wants to achieve early value and get to product adoption.

SaaS 72

SaaS Metrics Benchmark Upselling 72

Totango

OCTOBER 25, 2022

CSMs may be divided into groups based on segmentation factors such as customer types, customer income levels, or geographical regions. The tiers of a SaaS company’s customer success team structure may have a variety of roles. How to Structure a Customer Success Team: Four Best Practices. Build Customer Loyalty.

Best practices 94

Best practices Chief Customer Officer Customer centricity Sales 94

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. About CSM Practice. Thinking Ahead.

Upselling 52

Upselling Customer centricity Sales Accountability 52

ClientSuccess

JULY 5, 2017

As any SaaS professional knows, even the best laid plans sometimes hit roadblocks. In order to make sure your CSMs are prepared, take a look at these common post-sales pitfalls, strategies for success, and best practices at every point of the post-sales customer lifecycle to ensure critical issues don’t slip through the cracks.

Sales 40

Sales Upselling Best practices SaaS 40

CSM Practice

JANUARY 1, 2017

Recently, many companies are moving from on-premise to SaaS. Today, we will explore the differences between customer success program for SaaS vs. On-premise products. Irit Eizips: Today we’re going to compare on-premise and SaaS customer success programs. In the SaaS case, they’re “renting” your solution.

SaaS 58

SaaS Metrics Accountability Best practices 58

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: Should CSM roles close upsell deals? I have worked it as a CSM.

B2C 97

B2C Upselling B2B Accountability 97

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

SmartKarrot

JULY 29, 2022

Can successfully manage their book of business on their own with minimal involvement from senior management and consistently hit target upsell goals. Create the best SaaS customer experience across onboarding, support, and customer management. Identify upsell and cross-sell opportunities and communicates to AD.

Upselling 19

Upselling CRM SaaS Accountability 19

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. When I joined, we had our typical support group, they were very reactive in nature, dealing with a lot of our B2C customers. The team has evolved quite a bit since I started here.

B2C 0

B2C SaaS Accountability B2B 0

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

ChurnZero

FEBRUARY 4, 2022

In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. Best practices to better engage your investors and board. Best practices to better engage your investors and board. What metrics do investors care about?

Metrics 98

Metrics Consulting Consulting Best practices 98

SmartKarrot

APRIL 29, 2022

Become knowledgeable of Domo’s solutions and service offerings, including SaaS business solutions and implementation methodologies, and advanced service offerings. Develop and maintain close relationships with key management sponsors within a select group of named accounts, becoming a trusted advisor to the customer.

Upselling 19

Upselling Accountability SaaS Best practices 19

SmartKarrot

AUGUST 16, 2021

Have a clear view and experience of how a CSM group needs to be built to a world-class standard. Apply here: [link] Role: Customer Success Manager (B2B SaaS) Location: Remote, United Kingdom Organization: Attractions.io Work with your assigned Strategic Account Manager (SAM) to meet retention and upsell goals.

Accountability 19

Accountability Upselling B2B Customer centricity 19

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. When I joined, we had our typical support group, they were very reactive in nature, dealing with a lot of our B2C customers. The team has evolved quite a bit since I started here.

B2C 60

B2C SaaS Accountability B2B 60

ClientSuccess

APRIL 13, 2017

This group which is often more reactive to customer problems, seeks to solve individual product issues or provide product guidance for specific customers, is often more reactive in nature as the customer is usually calling to report a ticket or a problem they are encountering. The most important part is having alignment around who owns what.

Customer Support 41

Customer Support SaaS Upselling B2B 41

ChurnZero

APRIL 5, 2019

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. By segmenting each customer group , you can get your team attuned to each account’s needs (product focus, usage etc.).

Customer centricity 40

Customer centricity Upselling Accountability Customer retention 40

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. In a SaaS company it is vitally important to know how and when my customers are using the platform in order to take advantage of a patterns… [one can] see an upsell opportunity or save a customer from churning by seeing a decline in usage.” .

Best practices 72

Best practices Accountability Upselling SaaS 72

SmartKarrot

MARCH 31, 2021

We will now discuss everything related to RevOps, the best practices, crucial components, benefits of revenue operations, key metrics of RevOps and how revenue operations (RevOps) impacts customer success, sales, and marketing. RevOps is a fast-growing job in the SaaS space. What is Revenue Operations (RevOps)? contact-form-7].

Upselling 10

Upselling Best practices SaaS Revenue potential 10

ClientSuccess

JULY 16, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Through these interactions, I firmly believe it will help create stronger relationships, as well as increase our opportunities for upsell and renewals.

Sales 41

Sales Upselling SaaS Best practices 41

SmartKarrot

APRIL 19, 2021

Identify, & negotiate potential upsell opportunities within the existing customer base, as well as working with the retention marketing team to target such accounts. Monitor and facilitate the customer’s adoption of Yello’s SaaS platform with an understanding of their overall business needs as they relate to the products.

SaaS 10

SaaS Upselling Accountability Feedback 10

SmartKarrot

DECEMBER 2, 2021

Cannot explicitly leverage best practices guide . Without a customer success playbook tool, you cannot use existing best practices. For example- If you are grouping customers based on industry, you can have a specific playbook. Customer success playbooks help increase upsell and cross-sell opportunities.

Best practices 10

Best practices Customer advocacy Accountability Upselling 10

SmartKarrot

MARCH 24, 2022

Keeping the communication channels between the product and CS teams open to regularly update the latter about feature updates/when to upsell, etc. This is especially important in a B2B SaaS world. Be open about playbooks, encourage reviews and feedback; be available to the team for sharing best practices across internal groups.

Chief Customer Officer 10

Chief Customer Officer SaaS Customer centricity Best practices 10

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. Understands the client’s diverse set of business objectives and works cross-functionally with diverse groups both internally and externally to achieve those objectives.

Entertainment 10

Entertainment Upselling SaaS Accountability 10

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

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. In the revenue-centric SaaS world, Amarachi strives to provide customers with the highest value at every step of their customer journey. Anika Zubair. Annette Franz. Daphne Lopes.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21