CustomerSuccessBox

MAY 18, 2022

Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! Suggested blog : Account Expansion: If You Want To Grow Fast, Do This….

SaaS 52

SaaS Upselling Education Customer retention 52

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.

SaaS 71

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?

SaaS 75

SaaS Best practices Upselling Journey mapping 75

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. The SaaS Debate: Who Owns the Renewal and Upsell? Whether Customer Success or sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. 31 st Fastest Growing SaaS Company on SaaS Mag’s list. Customer Success vs. Sales.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

SaaS 98

SaaS Metrics Accountability Technical Support 98

Pointillist

MARCH 22, 2018

JetBlue has in the past made as much as an additional $140million in revenue through its upsell program called ‘Even More Space.’. There are many such examples of B2C and B2B companies that are using upsell and cross-sell opportunities to generate profits. In this post, I take a detailed look at: What is upsell and cross-sell?

Upselling 71

Upselling Analytics B2B B2C 71

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 116

B2B Journey mapping SaaS Engineering 116

Comm100

NOVEMBER 11, 2015

Before you roll your eyes and point out that you don’t have a magic lamp to rub, consider your upselling game. Do you really know how to upsell? Maybe you’ve just been going about upselling the wrong way, with awkward timing and subpar recommendations. Find Appropriate Upsells. Have you even been trying?

Upselling 73

Upselling Sales Scripts B2C 73

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. Bolster Benefits With Blogs, Resources, and Newsletters.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Totango

JANUARY 17, 2019

Not to get too philosophical, but each journey begins with a first step, and in the SaaS domain, that means onboarding. Salespeople can become so focused on upselling that they sell the customer a solution that’s too big, has too many features, or costs more than the customer wanted to spend. The Right Solution for the Right Customer.

SaaS 74

SaaS Enterprise Customer retention Upselling 74

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 100

Customer retention Upselling CRM SaaS 100

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

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. Onboarding.

SaaS 87

SaaS Upselling Best practices Customer retention 87

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. Designing a post-onboarding survey to incorporate into your customer journey workflow.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

CustomerSuccessBox

APRIL 11, 2019

A lot of Customer Success leaders and Founders I have talked to since starting at CustomerSuccessBox have been confused about what customer tech stack to use at their SaaS businesses. Sales delivers customer acquisition vs. Customer Success delivers product adoption + retention + upsell.

Upselling 80

Upselling CRM SaaS Customer advocacy 80

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. Here’s how-.

Management 52

Management Upselling SaaS Accountability 52

ChurnZero

JUNE 15, 2021

This is a guest blog post by Jeff Galowich, CEO of Blue Horizon Software. In a world seemingly obsessed with hyper-growth, this may sound like heresy, but when evaluating a B2B software-as-a-service (SaaS) company, the most important metric we look at is retention. cross-selling, upselling, etc.)

Metrics 59

Metrics SaaS Upselling Surveys 59

CSM Practice

SEPTEMBER 25, 2020

01:47 – Irit talks about the survey they did about the companies which reduced their forecast. 02:17 – Nick provides a context about Gainsight’s survey. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 08:27 – Irit’s survey about Pipeline Conversion and Subscriptions Model revenue impact.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

CSM Practice

FEBRUARY 15, 2021

Takeaways from CSM Practice Customer Success Health Score Survey Results. In Q4 of 2020, CSM Practice synthesized its survey results from close to 200 of US-Based SAAS companies. The purpose of the survey was to assess the validity of common industry assumptions on customer health scores. Proactive approach to customers.

Surveys 64

Surveys SaaS Benchmark Upselling 64

Totango

JUNE 4, 2021

Or if a customer has not used an important feature yet, you can remind them about it with in-product messaging or by providing an NPS survey. Spark’s Upsell and Expand Customers module can help you deploy this strategy by automatically detecting upsell opportunities and extending relevant offers. Reward Customer Loyalty.

B2C 62

B2C Upselling Journey mapping B2B 62

Totango

MARCH 26, 2021

In today’s cloud-based environment, SaaS business models have increased awareness of how the pre-sales and post-sales phases form a unified experience from the customer’s perspective. Onboarding: your new customer takes their first steps towards becoming an active user deriving practical value from your SaaS product. Onboarding.

SaaS 66

SaaS Best practices Upselling Education 66

JustCall

MARCH 29, 2022

In this blog, we explore the emergence of such ‘Super Reps’ and what they mean for customer experience. This evolution is largely driven by the new subscription based models which has seen an extensive adoption across the SaaS industry. Perfecting upsell and cross sell . The Evolution of the Support Function.

Customer Experience 98

Customer Experience Upselling Coaching First call resolution 98

Totango

JUNE 1, 2021

Voice of Customer: Survey responses and satisfaction scores. The digitization of business has created a customer-centric economy dominated by subscription services and SaaS enterprises. Unlike renewals, upsell opportunities are not tied to a specific timeframe. Personal: Behavioral data and demographics.

Enterprise 69

Enterprise Upselling Metrics Accountability 69

Totango

MARCH 5, 2021

For example, in the SaaS industry, 35% is a good retention rate. Retaining customers is far less expensive than the cost of acquiring new ones and can bring growth in the form of upsells from current customers. A Positive Customer Retention Rate Leads to Renewals and Upsells. How to Improve Your Customer Retention Rate.

Customer retention 86

Customer retention Upselling Enterprise Benchmark 86

ChurnZero

JANUARY 25, 2024

With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. As the role of CS changes, so do the critical skills required for CS teams, their leaders, and CS professionals seeking new roles.

Education 52

Education Upselling Consulting Consulting 52

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . In Enterprise SaaS, this process begins during the late stages of the sales cycle before a contract is even signed.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . According to the CS team members surveyed in the salary report, eight elements were specifically cited as influential to overall compensation.

Upselling 64

Upselling Accountability Enterprise Metrics 64

Totango

APRIL 30, 2021

Developing marketing content for blogs, social media and video platforms. In the B2B SaaS industry, the average CAC is $205 per customer using organic search and social media methods and $341 per customer using paid advertising, estimates SEO provider First Page Sage. Customer marketing to promote renewals cross-sells and upsells.

Customer retention 63

Customer retention Advertising Engineering Upselling 63

Nicereply

JUNE 8, 2022

For example, a SaaS company does not expect to serve a customer their entire life. For instance, a big SaaS company like Ahrefs will invest tremendous time and effort in single customers because of their high CLV. Instead, use more subtle tactics to persuade your customers to place larger orders — like upselling.

Advertising 52

Advertising Customer retention SaaS Feedback 52

ProProfs Blog

APRIL 17, 2020

In one of the surveys too, 47% of business owners find customer satisfaction to be one of the most important metrics to measure success. In this thorough guide, you’ll come across: Different SaaS customer success metrics. Pay attention to everything that they tell you in surveys and support sessions. So, buckle up.

Metrics 142

Metrics Customer retention SaaS Surveys 142

CSM Practice

DECEMBER 8, 2019

Customer churn is a vital metric for the success of any SaaS company and its customer success team. Churn directly affects the sustainability and growth of SaaS businesses as small monthly increases in churn percentage can compound over time and drastically reduce revenue. Revealing opportunities for cross-sells and upsells.

SaaS 88

SaaS Customer retention Accountability Feedback 88

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 92

B2B Customer Service Interactive Voice Response B2C 92

ClientSuccess

SEPTEMBER 27, 2018

For many customer success teams, however, the rapid growth of the industry (especially in the SaaS world) has left heads spinning. For today’s SaaS customer relationships, it’s not enough just to work directly with the project manager or end users on your customer’s team. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

SaaS 74

SaaS Finance Metrics Upselling 74

CustomerSuccessBox

MARCH 31, 2022

With the tremendous growth in the SaaS industry, the job role of a Customer Success Manager (CSM) has become one of the most promising careers! In this highly competitive SaaS market, it is the customer success manager who elevates the company’s growth. Being a great customer success manager is not that easy!

Management 52

Management SaaS Accountability Upselling 52

CustomerSuccessBox

AUGUST 29, 2021

This blog talks about How using a CS tool will help you overcome these drawbacks. You can analyze how well your product is going to do before launching with the help of surveys. A product analytics tool is needed and it allows you to better target the in-app engagements and surveys you send to your customers.

Analytics 52

Analytics Surveys Upselling SaaS 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. READ our Customer Success BLOG: [link].

Upselling 52

Upselling Customer centricity Sales Accountability 52

CustomerSuccessBox

NOVEMBER 23, 2021

To achieve this, you can create satisfaction surveys and keep your customer file up to date. If you have a blog , you can create guides or tutorials. Satisfaction surveys. Before studying the most relevant indicators for your activity, it is necessary to look at the question of satisfaction surveys. Upsell rate.

Brand ambassadors 52

Brand ambassadors Upselling Construction Surveys 52