ClientSuccess

FEBRUARY 8, 2023

Research Vectors by Vecteezy Many customer success leaders in the SaaS space are faced with the same question: who should own customer renewals? In this blog post, we’ll explore three different ownership models that help define roles between sales and customer success teams when it comes to customer renewals.

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SaaS Upselling Accountability Sales 71

Totango

SEPTEMBER 17, 2021

The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are. What Is the Freemium SaaS Model?

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SaaS Best practices Upselling Journey mapping 74

ChurnZero

NOVEMBER 4, 2022

Discover the lessons these three SaaS CEOs have learned from leading customer-centric businesses through an economic slump, and how you can apply them. Part of adopting an agile mindset means making fast decisions with the best information you have. A SaaS business’s greatest source of intel is direct customer feedback.

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CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

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SaaS Upselling Accountability Sales 71

Netomi

NOVEMBER 14, 2022

In today’s digital-first world, and an era of remote and hybrid workplaces, the number of SaaS solutions used by companies on a daily basis is overwhelming – in 2021, organizations worldwide were using an average of 110 SaaS apps! How AI helps SaaS companies connect with customers in the moments that matter most.

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CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

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SaaS Upselling Accountability Sales 71

CustomerSuccessBox

DECEMBER 4, 2018

In the SaaS world, the customer-acquisition-cost (CAC) is high and the initial payment is peanuts compared to the lifetime value (LTV) of the customer. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. Customer Retention Best Practices.

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CustomerSuccessBox

FEBRUARY 28, 2022

The net revenue retention rate which you may also state as the net retention rate in SaaS businesses is an indicator that depicts the profits and the revenue earned by the business. Let’s look at some of the best net retention rate and how they are doing good at it. Best practices: Consumption vs subscription.

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SaaS Best practices Enterprise Customer retention 52

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.

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Totango

JUNE 28, 2021

A f reemium strategy forms a foundation for SaaS marketing, but it’s often used without being understood. A freemium strategy uses a free version of a SaaS product to promote a premium version. Creating opportunities for premium upsells. These uses make your freemium strategy a powerful and versatile marketing and sales tool.

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ChurnZero

JULY 19, 2022

SaaS companies, however, have more to lose than your local grocery store if those customers don’t sign up for more. Use this guide on how to improve free trial-to-paid conversions to help you increase your SaaS free trial conversion rate. How to calculate your SaaS free trial conversion rate. Help free trial users succeed.

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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.

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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. For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints.

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Totango

MARCH 19, 2021

The traditional customer journey infographic envisioned the customer’s experience from a sales and marketing standpoint, visualizing a funnel marking the steps from a lead acquisition through a sale, also known as the buyer’s journey. Keep in mind that onboarding can also begin in the presales process.

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Totango

JANUARY 31, 2019

Every successful SaaS company must be a strict disciple of the culture of the customer. SaaS customer engagement, therefore, needs to inform the entire customer journey. Rather than focusing just on sales and renewal, you can maximize every stage of the customer journey by delivering the right level of engagement at the right time.

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SaaS Metrics Accountability Education 79

ChurnZero

JULY 17, 2020

Keeping a renewing client allows you to increase your Customer Success team’s efficiency and grow your SaaS business. In some cases, the renewal process is owned by the Sales team (not the Customer Success team). In other words, in this blog, we are going to assume that the situation calls for Sales to own the renewals.

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Totango

MARCH 26, 2021

At one time, customer lifecycle models took a seller-centric perspective which split the pre-sales phase of the customer’s journey from the post-sales phase. A satisfying post-sales experience sets the stage for subscription renewals and referrals, laying a foundation for additional sales.

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SaaS Best practices Upselling Education 66

Nicereply

APRIL 30, 2020

Be all ears to your customers and let them boost your sales because of your ace customer services. 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. When can you upsell/cross-sell?

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ChurnZero

FEBRUARY 9, 2021

This course address what CSM is and why it’s important; what types of situations CSM applies to; and how CSM can help increase a company’s sales revenues and profitability. Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Engaging Preparation Best Practices for Customer Success Management

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CSM Practice

DECEMBER 7, 2020

Board members work in areas spanning on-premises technology, Software-as-a-Service (SaaS), and advisory services. Using recommended processes and policies, CSM Practice’s customers significantly reduce the problem of churn, improve expansion selling, and accelerate new sales deals.

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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.

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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. Role of Customer Success Manager in a SaaS Company. how to design and build a sales & marketing growth machine, etc. CustomerSuccessBox.

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SaaS Customer centricity B2B Best practices 64

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. In some companies, customer success managers may play an active role in the sales process, helping sales representatives elicit customer goals and persuade buyers of product benefits.

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Management Upselling Coaching Best practices 90

SmartKarrot

JUNE 16, 2020

A list of Top 8 SaaS Account Management Best Practices to help you grow your existing accounts and increase revenue. #1 6 Soft Upsell & CrossSell. Top-8-SaaS-Account-Management-Best-Practices Download. 1 Define Key or Strategic Accounts. 2 Focus on Customer Success. . #4 5 Build Stickiness.

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CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Who should manage customer onboarding in a SaaS company?

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SaaS B2B Customer retention Upselling 52

ClientSuccess

JULY 5, 2017

As any SaaS professional knows, even the best laid plans sometimes hit roadblocks. 5 Common Success Post-Sales Pitfalls. Understanding Post-Sales Lifecycle Management. 5 Pitfalls, Strategies, & Best Practices. Pitfall #1: The Sales Handoff (Poor Knowledge Transfer). The Sales Handoff Strategy.

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Sales Upselling Best practices SaaS 40

ChurnZero

MAY 3, 2022

A consulting firm that specializes in helping tech and services organizations optimize their CS effectiveness, CSM Practice offers an encyclopedic CS YouTube channel covering everything from the basics of CS to deep dives into KPIs. Customer Success skills (playlist) : Quick tips and best practices for CSMs on the ground.

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Journey mapping Customer centricity SaaS Education 98

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. Henry Spitzer, is VP of of Sales at Lusha.

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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. Why Optimizing Your SaaS Onboarding Matters. A Customer Onboarding Checklist for Successful CS Teams.

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Journey mapping SaaS Upselling Enterprise 92

CustomerSuccessBox

NOVEMBER 17, 2021

A major shift in the distribution model of software meant that SaaS metrics needed to evolve. If you are a SaaS business, churn is your devil with the pitchfork. But SaaS leaders know the importance of Net Revenue Retention and tracking it. It is an indicator of growth for SaaS businesses. What is Net Revenue Retention?

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Upselling SaaS Metrics Accountability 52

ChurnZero

FEBRUARY 17, 2021

Best Practices for Creating Customer Success Capabilities and Organizations. ChurnZero Resource: Churnopedia – SaaS Metrics. Efficient Sales Models. TSIA Resource: 3 Tips to Lower Sales Costs Using Your Customer Success Org. TSIA Resource: Best Practices in Low Touch Customer Success. Reduce Churn.

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Best practices Upselling Analytics SaaS 78

ChurnZero

DECEMBER 29, 2020

Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function. 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. Customer Success vs. Sales.

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SaaS Chief Customer Officer Upselling Metrics 98

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.

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ChurnZero

FEBRUARY 9, 2021

This course address what CSM is and why it’s important; what types of situations CSM applies to; and how CSM can help increase a company’s sales revenues and profitability. Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Engaging Preparation Best Practices for Customer Success Management

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Journey mapping Best practices Consulting Consulting 52

CustomerSuccessBox

MAY 9, 2022

Doing business while keeping a pleasant client relationship has become exceedingly challenging in today’s hyper-competitive SaaS industry. The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn). Customer Success KPIs.

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CustomerSuccessBox

MAY 26, 2021

If you start looking online for a Customer Success Platform or a solution you’ll most likely come across a lot of discussion about “B2B SaaS, which might cause you to wonder if Customer Success software is only for Subscription-based, B2B companies. How does it help achieve growth in the SaaS economy? What is Customer Success?

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CSM Practice

AUGUST 24, 2020

Hiring CSM Practice for this strategy development initiative introduced Accent Technologies to key business efficiencies and significantly improved key sales and customer success metrics. Educated clients on possibilities and thereby increases upsell and cross-sell related revenues. . How can CSM Practice Help! .

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