ClientSuccess

AUGUST 14, 2019

Successfully executing a well-planned CSM compensation strategy depends on who owns revenue-generating KPIs and milestones related to a customer account, such as renewals, upsells, and new user expansions. As you structure your CSM compensation plans, here are three best practices to keep in mind: 1.

Best practices 40

Best practices Metrics Upselling SaaS 40

Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Identifying customers in the market for upsell offers and referral invitations.

Customer retention 98

Customer retention Upselling CRM SaaS 98

Totango

JANUARY 31, 2019

Every successful SaaS company must be a strict disciple of the culture of the customer. The personalization of subscription services means customers expect an individual experience from every product they engage in or they will simply move to a competitor. In order to do that, you need to use the right SaaS customer engagement metrics.

SaaS 79

SaaS Metrics Accountability Education 79

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. A customer engagement strategy is an action plan for promoting active client use of your SaaS product. Trials of upsell products. It’s especially important to engage executives and stakeholders to ensure retention. Renewal of subscriptions.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

Totango

SEPTEMBER 13, 2022

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. What Are The Benefits Of Having A Customer Success Playbook in SaaS? The benefits of customer success playbooks for SaaS providers are numerous.

SaaS 86

SaaS Upselling Best practices Customer retention 86

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. Touchpoints also include occasions when clients interact with your software app in a SaaS context. Making upsell offers.

B2B 115

B2B Journey mapping SaaS Engineering 115

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. Personalizing dashboard interfaces. Why Optimizing Your SaaS Onboarding Matters.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

ClientSuccess

MARCH 8, 2018

Often times these meetings can lead to upsell opportunities or new customer advocates, just as they frequently lead to product updates or new feature discussions. This one-two punch of customer success and product is instrumental in building a loyal customer base who understands the value of personal relationships.

Best practices 40

Best practices Feedback Upselling SaaS 40

Totango

MARCH 4, 2022

In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. Finally, we’ll explore what B2B customer service and customer success have in common and why you need them to work together to achieve winning SaaS business results. What is B2B Customer Service?

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. Read on to learn the keys to effective customer success for SaaS clients. Read on to learn the keys to effective customer success for SaaS clients. How Is Customer Success for SaaS Different from Other Businesses.

Best practices 102

Best practices SaaS Journey mapping B2C 102

SmartKarrot

JUNE 4, 2020

Looking for some useful SaaS account management tips? To achieve the following, you must need SaaS account management best practices. Here are 7 such practices that will fetch you a Zero Churn: Discover Account opportunities via Review meetings. Initiate Upsells and Cross-sells.

Best practices 10

Best practices SaaS Accountability Management 10

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 90

Management Upselling Coaching Best practices 90

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. SaaS businesses, meanwhile, benefit from predictable streams of recurring revenue.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

Totango

JUNE 4, 2021

We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs. By combining technology with best practices, you can maximize interaction with your clients and build brand loyalty. Get Users’ Attention with In-product Messaging.

B2C 62

B2C Upselling Journey mapping B2B 62

ClientSuccess

JULY 13, 2021

Modern CSMs working in the SaaS industry wear a lot of hats – and we mean a lot. Every day, SaaS organizations make announcements about new product features, issues, alerts, and platform ideas. The best CSMs take in all of this information with their customers in mind. How can you broach this upsell opportunity, and when?

Accountability 52

Accountability SaaS Upselling Best practices 52

Totango

APRIL 4, 2024

I recently hosted a webinar with four leaders from our team to learn how they work together to bolster retention, expansion, and upsells as a truly unified CS and sales front. She also encouraged collaborative conversations over the phone or in person rather than hiding behind texts and emails. We need sustainable growth.

Sales 89

Sales Upselling Accountability SaaS 89

ChurnZero

DECEMBER 29, 2020

In this article, we question the “Q” in QBR and if Customer Success teams are blindly following a best practice that may no longer be relevant to their customers’ success. The SaaS Debate: Who Owns the Renewal and Upsell? Not to be that person, but you kind of had to be there. Customer Success vs. Sales.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ClientSuccess

FEBRUARY 8, 2023

Customer lifetime value : measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time. Keeping track of your customer billing delinquency incidents ensures visibility and allows for quick action.

Metrics 75

Metrics Upselling B2B SaaS 75

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

Amity

SEPTEMBER 28, 2016

Customer Success is a relatively nascent term, having emerged as a more critical role with the shift in focus towards customer engagement and satisfaction by SaaS companies. Given Customer Success is still in early days, there is not necessarily a set of “best practices” for how to compensate your Customer Success team.

Upselling 95

Upselling SaaS Best practices Sales 95

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. The best B2B client expansion strategies achieve this by creating more value for customers — value that they will be willing to pay for. Create Personalized Offers.

B2B 62

B2B Enterprise Best practices Upselling 62

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . Net Retention (Cited by 66% of Respondents): For SaaS companies and other subscription based businesses, customer retention is absolutely essential. Document and Share Customer Data .

Upselling 64

Upselling Accountability Enterprise Metrics 64

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

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

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

CustomerSuccessBox

DECEMBER 12, 2019

Since the last 5 years, Customer Success has become a buzzword in not only the B2B SaaS industry but several other industries too. A person whose KPIs is to build customer success practices from ground up will do a much better job than someone who is just doing it as a part time gig with no fixed goals.

SaaS 59

SaaS Upselling Construction B2B 59

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. Most of the biggest SaaS businesses grow by selling expensive subscriptions to large enterprises ” Christoph Janz. This allows you to sync your data from your SaaS platforms in minutes!

SaaS 52

SaaS Customer retention Enterprise Accountability 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

Nicereply

APRIL 30, 2020

Cross-sell & Upsell, but first, answer the query. One of the good upselling models could be to offer the try something for free (limited time). Here comes a good upselling option. Depending on your saas pricing model , you could offer the user a temporary up his package like a compensation (for example, for 2 days).

Sales 69

Sales Customer Service Upselling CRM 69

ChurnZero

JULY 17, 2020

Keeping a renewing client allows you to increase your Customer Success team’s efficiency and grow your SaaS business. We will then explore best practices for how to optimize your renewal rate regardless of the renewal owner at your organization. . . the person who brings in new business and reports to the Sales team. .

Sales 59

Sales Chief Customer Officer Upselling Accountability 59

Totango

FEBRUARY 10, 2021

Segment your customer database for personalized communications. 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). Segment Your Customer Database for Personalized Communications. Proactively guide customer growth.

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84

ChurnZero

JUNE 10, 2020

If you can understand and anticipate the customers’ emotions, you can apply a myriad of tools and techniques – in-person, email, phone, mail, video, and presents, to cement a long and valuable relationship. . The Big Bold Secret to SaaS Growth in 2020 – Find out how to fix the broken SaaS model to drive growth this year.

SaaS 69

SaaS Upselling Sales Customer emotions 69

Totango

MARCH 10, 2020

To do that, we can use these 5 customer experience tips: Turn Customer Hopes into Personal Goals. Turn Customer Hopes into Personal Goals. The customer-centered economy created by the rise in SaaS and subscription services places the customer firmly in control of their partnership, so when they speak we must listen.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

Totango

JANUARY 24, 2019

The digital transformation of business has created a customer-centered economy built on subscriptions, personalized services, and new definitions of customer loyalty. You need to adopt a company-wide strategy and prioritize your customer approach based on actual customer data in order to reduce churn and capitalize on upsell opportunities.

Upselling 54

Upselling Best practices Accountability SaaS 54

SmartKarrot

DECEMBER 28, 2021

SaaS sign-up flow is the first thing your prospective customers will experience when they interact with your product. Since first impressions are the last impression, making your SaaS sign-up flow as frictionless as possible makes sense. It also results in a better user experience and drives in higher SaaS conversion rate. .

SaaS 10

SaaS Upselling B2C Best practices 10

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. This is a guest blog post by Anita Toth, Chief Churn Crusher. . This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

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