Totango

OCTOBER 20, 2022

Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. They should be comfortable performing sales functions such as encouraging subscription renewals, upselling, and cross-selling. What Makes a Good Customer Success Manager? Problem-Solving.

Management 92

Management Upselling Coaching Best practices 92

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

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. Customer success team is responsible for a lot of things like increasing LTV of customer base, reducing churn, facilitate renewals, create upsell opportunities, provide references, .

SaaS 59

SaaS Upselling Construction B2B 59

aircall

MARCH 5, 2021

An online app marketplace brings all compatible software together—complete with descriptions and reviews— to help customers, prospects, teammates, and product partners alike benefit from SaaS integrations. As SaaS companies grow , they begin seeking out willing partners to build even more integrations using the public API.

voip 62

voip SaaS Airlines Transportation 62

CustomerSuccessBox

FEBRUARY 14, 2019

The major KPIs of a Customer Success Manager are: Increase Lifetime Value (LTV) of the customers (by upsells, cross sells etc). The customers that are retained help in bringing consistent monthly revenue for a SaaS company. E.g. Selling a CRM software as a software that can also reduce churn. Create upsell opportunities.

Management 67

Management Upselling SaaS Sales 67

JustCall

APRIL 5, 2023

In this blog, we will explore what customer success management is about, the instrumental role its software plays in driving customer success, as well as the various customer success management tools utilized in this endeavour. Additionally, managers also utilize the CRM software to help them standardize and automate these interactions.

Management 52

Management CRM Analytics Customer retention 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. Renewal Rate.

SaaS 98

SaaS Customer centricity Accountability Education 98

JustCall

FEBRUARY 11, 2022

Upselling, and cross selling products and sellers. Proficiency in using CRM software and MS Office. Some of the examples of B2B products include wholesale products, commercial software, SaaS products, and consulting services. Inside sales is a high-tech sales model, particularly popular in the SaaS and tech industries.

Sales 52

Sales B2C call center software B2B 52

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? In this blog, we’ll learn how. Naturally, businesses will want to rely on customer loyalty for sustainable growth and profitability. This is where customer success comes in.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Comm100

APRIL 27, 2020

The preferred channel is usually the one the customer reaches out on first, but you can ask them, store this information in your CRM, and use it for future routing. Take a look at the following scenario: Gabriella is having a hard time understanding a particular feature in a SaaS company’s extensive product suite. Customer journey.

Automotive 59

Automotive CRM Upselling Customer centricity 59

CSM Practice

OCTOBER 15, 2019

A steady stream of recurring revenue is essential for any SaaS company. Optimizing the renewal process is the solution to stabilizing and maintaining the recurring revenue streams from SaaS clients. Most organizations use some form of CRM or CSM automation system. Automation and Communication.

Benchmark 40

Benchmark SaaS Journey mapping Analytics 40

ChurnZero

JULY 19, 2019

Between responsibilities like onboarding, advocacy, upsells and renewals, Customer Success Managers (CSMs) have cemented themselves as drivers of corporate growth. . Implementation Specialist for SaaS Startup . ? . Implementation Specialist for SaaS Startup . . Customer Success Strategist for a SaaS Company . ? .

SaaS 56

SaaS B2B Sales Accountability 56

JivoChat

JUNE 1, 2021

Even if you sell SaaS, you can use software like G2 or Capterra to display user reviews and increase your social proof to make the most of this touchpoint. Here are important post-purchase touchpoints to keep in mind: Upselling and cross-selling emails. CRM pipelines. Identify gaps in your CRM. Post-purchase Touchpoints.

CRM 52

CRM Advertising Chatbots Surveys 52

CustomerSuccessBox

AUGUST 12, 2021

If yes, then this blog is going to be of immense help to you. Who is this blog meant for? Are you a B2B SaaS start-up? Irrespective of the size of revenue handled by your firm, this blog is going to be of great help if you still don’t have Customer Success (CS) as a function or a department in place. Is that right?

SaaS 52

SaaS Accountability Engineering Technology 52

Totango

MAY 24, 2022

In this blog, we’ll talk about why CRM features alone aren’t sufficient for an effective CS strategy. First, we’ll take a look at what a CRM is and what benefits its functionality delivers. What is a CRM? The most fundamental CRM software feature is storing contact information. Analyzing sales opportunities.

CRM 91

CRM SaaS Enterprise Sales 91

SmartKarrot

APRIL 6, 2021

In this blog, we will see why C-Suite Selling is important. This blog will help you create a case for CS software. Show how Customer retention improves revenue Display the power of upselling and cross selling Show how there is account expansion and growth Put CS software in a position of enhancing scalability and effectiveness.

Chief Customer Officer 18

Chief Customer Officer Customer retention Upselling CRM 18

Amity

SEPTEMBER 7, 2016

This was back before SaaS companies were given that acronym -- they were called ASPs (Application Service Providers) back in the early 2000s. Everything from providing copies of invoices and receipts to answering product questions to reviewing blog article headlines and copy. What blogs or news sites are you reading at the moment?

Metrics 0

Metrics Upselling Accountability Customer retention 0

Amity

JULY 28, 2014

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? Chances are that metrics around churn reduction, upsells and cross-sells are already being discussed somewhere in the company. You don’t have a process. Number of users/access.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS Metrics 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. Blog content consumption. Upsell purchases. Social media posts.

SaaS 107

SaaS Journey mapping B2B Feedback 107

SmartKarrot

APRIL 18, 2023

Robert Half Scaling a customer success team is essential for Saas and technology companies to be able to successfully derive value to customers through their product and service offerings. In this blog post, we will explore the top six concepts to consider to scale your customer success team.

Upselling 10

Upselling Best practices CRM SaaS 10

SmartKarrot

APRIL 20, 2023

This blog post will explore six highly-valuable resources to help you take your customer success strategy to the next level. SalesforceIQ CRM: This is a very useful cloud-based CRM platform and what makes it the best is the set of powerful business intelligence features it offers. Here are some of the most popular options: 1.

Chatbots 19

Chatbots Analytics Upselling CRM 19

Totango

JANUARY 22, 2019

Recurring revenue is the lifeblood of any SaaS enterprise operating within today’s new subscription economy. The digital transformation of business has led to an explosion of demand for SaaS products, but the low barrier to entry and the fluidity it has afforded customers has created immense competitive pressures.

Best practices 72

Best practices SaaS Upselling CRM 72

CSM Practice

JUNE 4, 2021

For this blog, we interviewed Mike Sasaki , the vice president and global head of Customer Success and Support at Mitek Systems, for his insights on customer success metrics. A high touch customer success model involves frequent touchpoints with customers about the entire SaaS journey, from onboarding to after-sales activities.

SaaS 52

SaaS Upselling Metrics CRM 52

SmartKarrot

JUNE 16, 2021

This blog will help you understand the benefits of a data science strategy and how it impacts customer success. Data science also helps drive retention up and increases opportunities for upselling or cross selling. SaaS companies who have understood the importance of data are doing better than others. Increased Retention.

Upselling 10

Upselling B2B SaaS CRM 10

Totango

NOVEMBER 15, 2021

By integrating CRM data with your CS platform, you can analyze your customer data and harness it for customer success management. For example, you can establish criteria for customers who may be in the market for an upsell offer and set up automated workflows to send promotional emails to this segment of your customer database.

CRM 112

CRM Upselling SaaS Chatbots 112

Totango

MARCH 2, 2021

In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process. The SaaS business model has transformed contemporary understanding of customer journey stages. Mapping the Stages of Today’s Customer Journey. Consideration.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

CustomerSuccessBox

AUGUST 22, 2019

Expansion revenue consists of upgrades, upsells and cross sells. Total MRR Expansion Revenue= Revenue from ( Upgrades + Upsells + Cross sells). Since the start of this blog, I have been telling you that negative churn can be life changing for your company. . Upsells + Upgrades. How do you calculate Negative churn?

Upselling 56

Upselling SaaS Engineering Metrics 56

Totango

NOVEMBER 15, 2021

By integrating CRM data with your CS platform, you can analyze your customer data and harness it for customer success management. For example, you can establish criteria for customers who may be in the market for an upsell offer and set up automated workflows to send promotional emails to this segment of your customer database.

CRM 89

CRM Upselling SaaS Chatbots 89

CustomerSuccessBox

MAY 16, 2022

Since you choose to read this blog, I suppose you already know the gravity of Customer Success in a B2B SaaS business. Now, imagine having a great SaaS product where you are already providing the top-notch customer support, and somehow when the day of renewal comes your customer refuses to renew your subscription.

Management 52

Management Upselling SaaS Accountability 52

ClientSuccess

OCTOBER 12, 2022

In today’s modern SaaS landscape, customer-focused teams constantly look for new ways to innovate and grow. Of course, big numbers like cost savings are critical, but what about other metrics driving customer satisfaction, renewals, and upsells? Best customer success software = the best results .

SaaS 76

SaaS Upselling Metrics CRM 76

Totango

MARCH 16, 2021

A full journey map covers all stages from lead acquisition through subscription renewals, upsells, and referrals, although some maps abbreviate this to focus on the post-sales part of the process. A customer journey map charts the stages your customer progresses through during the course of their relationship with you.

B2C 117

B2C B2B Journey mapping SaaS 117

Totango

OCTOBER 25, 2022

In this blog, we’ll share some of the most important keys to effective CS team organization: We’ll look at what we mean by customer success and CS team structure. The tiers of a SaaS company’s customer success team structure may have a variety of roles. What Roles Are on a Customer Success Team?

Best practices 95

Best practices Chief Customer Officer Customer centricity Sales 95

CustomerSuccessBox

MAY 28, 2021

A Saas business which has already evolved itself to bring in a Customer Success Software integrating it with Subscription Management, Support, CRM and product usage data knows exactly- “What is the secret to Saas growth”. Now that involves two main essential activities- Retaining Customers and Upsell to consumers.

Technology 52

Technology SaaS Upselling Customer retention 52

ChurnZero

JANUARY 17, 2020

Blog Author: Alex Weihmann. By collecting and organizing data from your existing systems (like your help desk, CRM or similar sources), your team will never be more than a few clicks away from their most important account information. Or perhaps upsell opportunities? ChurnZero Power-Users Share Tips, Tricks and Best Practices.

Best practices 72

Best practices Accountability Upselling SaaS 72

CSM Practice

FEBRUARY 15, 2021

In Q4 of 2020, CSM Practice synthesized its survey results from close to 200 of US-Based SAAS companies. This blog will discuss takeaways and trends in customer success about one of the most popular tools – the customer health score. The customer health score is more common by 30% in SaaS vs. On-Premise or services organization.

Surveys 64

Surveys SaaS Benchmark Upselling 64

ClientSuccess

AUGUST 10, 2020

A lot has been said about the shift to cloud and SaaS-based vendors over the last few years, and this trend is alive and well in the customer success sector. Simply put, customer success platforms now go way beyond the CRM tools of yesteryear.

Upselling 65

Upselling SaaS Accountability CRM 65

ClientSuccess

MAY 11, 2021

Customer success managers working with SaaS products have a lot on their plate. Additionally, sharing upsell information with a sales rep and reporting customer health to executives could also be on there. Let’s think about some of the typical to-dos for a CSM on any given day. Simply put, CSMs have a lot going on.

CRM 54

CRM Upselling SaaS Metrics 54