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. Your checklist serves as a reference document that your customer success team and customers can consult.

Journey mapping 95

Journey mapping SaaS Upselling Enterprise 95

CSM Practice

FEBRUARY 24, 2020

Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income. Revenue gained from set-up fees, consultancy services, credit adjustments, or non-recurring add-ons should be excluded when calculating ARR. Average Revenue Per Customer = Total Revenue / Number of Accounts.

Metrics 52

Metrics Upselling SaaS Accountability 52

ClientSuccess

OCTOBER 2, 2019

An Account Manager (or AM for short) goes after existing customers with the goal of renewing, cross-selling, and upselling the company’s product. Their appearance and recent popularity emerged as the software-as-a-service (SaaS) has shaped a distinct customer lifecycle. However, it’s all about the new market challenges.

Accountability 47

Accountability Management Upselling SaaS 47

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

CSM Practice

FEBRUARY 24, 2020

Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income. Revenue gained from set-up fees, consultancy services, credit adjustments, or non-recurring add-ons should be excluded when calculating ARR. Average Revenue Per Customer = Total Revenue / Number of Accounts.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income. Revenue gained from set-up fees, consultancy services, credit adjustments, or non-recurring add-ons should be excluded when calculating ARR. Average Revenue Per Customer = Total Revenue / Number of Accounts.

Metrics 52

Metrics SaaS Customer retention Upselling 52

ChurnZero

OCTOBER 1, 2022

Even though CSQLs have a lower customer acquisition cost, faster rate of return, and high close-rate, says Tony D’Auria, industry principal at Valuize, a customer lifecycle consultancy. Q: Should CSM roles close upsell deals? Q: How can you emphasize product value and ease adoption for a robust SaaS company?

B2C 97

B2C Upselling B2B Accountability 97

CustomerSuccessBox

JULY 8, 2020

We had Jay Nathan , Founding & Managing Partner, Customer Imperative and Andrew Marks , Founder, President and COO, SuccessHacker speak to Puneet Kataria , Founder & CEO, CustomerSuccessBox about the role of customer success in driving SaaS businesses during a lockdown. What is the fundamental definition of Customer Retention?

Customer retention 52

Customer retention SaaS Consulting Consulting 52

CSM Practice

FEBRUARY 24, 2020

Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells. Advocacy: Definition for Customer Success: [link].

Metrics 52

Metrics Education Upselling SaaS 52

ChurnZero

OCTOBER 20, 2020

Services or usually called Professional Services are services provided to customers that have a clear timeline, outcome and value definition. I wanted to share some tips on successfully transitioning from a services-based organization to a core Customer Success offering, with services as an upsell opportunity.

Journey mapping 52

Journey mapping Calibration Upselling Technical Support 52

CSM Practice

SEPTEMBER 15, 2019

For a service company, the operations could be focusing more on renewals and upsells, keeping the communication lines open and responsive, enlightening the client about new solutions you can offer, or checking up on dormant accounts that are likely to churn. Advocacy Definition for Customer Success: [link]. Other Resources.

Accountability 45

Accountability Consulting Consulting Upselling 45

CSM Practice

FEBRUARY 24, 2020

Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells. Advocacy: Definition for Customer Success: [link].

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells. Advocacy: Definition for Customer Success: [link].

Metrics 52

Metrics Education Best practices Accountability 52

ChurnZero

DECEMBER 20, 2019

By focusing efforts on retaining active users by iterating their existing services based on rich customer data, companies will have more opportunities to engage, upsell , and ultimately scale. . . C S will also be operationalized by segment, with more technical consultants for smaller segments, etc. .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

JustCall

APRIL 5, 2023

It helps you streamline your approach and create a definite process for managing customers. They could also include customer experience of the purchasing process and any consultation, feedback, and troubleshooting. This allows more opportunities for your team to upsell and cross-sell to customers.

Management 52

Management CRM Analytics Customer retention 52

ChurnZero

OCTOBER 25, 2019

To discuss this topic, we hosted a well-attended webinar last week with Jason Whitehead the Founder of Tri Tuns LLC, a Customer Success and Software Adoption Consulting firm. To help you and your team with this arduous process, please join our panel-style webinar to hear advice on: End-of-year retention and upsell efforts.

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Technology 49

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. I do think it’s worth starting by putting some definitions in place, starting with what is customer success. Maybe you invite them to more training or offer a consultation. I had never heard the phrase before.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. I do think it’s worth starting by putting some definitions in place, starting with what is customer success. Maybe you invite them to more training or offer a consultation. I had never heard the phrase before.

SaaS 52

SaaS B2B Upselling Metrics 52

SmartKarrot

MAY 27, 2020

Client success is especially sought after in the top-most IT sector and SaaS companies, considering the adverse effect of high customer churn rate, and the need for dynamic revenue growth. To become prepared for a client success director job, the foundational step starts at the mere definition of this dynamic role.

B2B 10

B2B SaaS Technical Support Upselling 10

ChurnZero

OCTOBER 8, 2021

A vector is a quantity that has direction as well as magnitude, especially as determining the position of one pointing space relative to another.” – Lexico , Vector Definition. We have two customers, both are large enterprises signed up to use a given marketing SaaS product. A large number of opened accounts with the SaaS business. .

SaaS 98

SaaS Metrics B2B Enterprise 98

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

ChurnZero

JUNE 5, 2020

As Boston Consulting Group (BCG) Managing Director Grant Freeland writes in Forbes “[W]hen things are going well you can afford to experiment and fail. This definition of success doesn’t have to entail full use of every single product feature. And try again. When you’re up against the wall it’s do or die.”

Feedback 64

Feedback SaaS Best practices Upselling 64

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success? Ability to look for and enable upsell growth opportunity. Culture & Leadership.

SaaS 66

SaaS Metrics Accountability Technical Support 66

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success? Ability to look for and enable upsell growth opportunity. Culture & Leadership.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success? Ability to look for and enable upsell growth opportunity. Culture & Leadership.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success? Ability to look for and enable upsell growth opportunity. Culture & Leadership.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success? Ability to look for and enable upsell growth opportunity. Culture & Leadership.

SaaS 48

SaaS Metrics Accountability Technical Support 48

SmartKarrot

OCTOBER 13, 2022

What do you mean by the term expansion revenue in B2B SaaS? You could offer them an extra set of features for the current product or service (aka an upsell). Here are the different types of expansion revenue that B2B SaaS enterprises take advantage of: Upsells. What you sell in exchange for this extra income is up to you.

Accountability 10

Accountability Management Upselling Customer advocacy 10

Amity

MARCH 19, 2014

Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. WHAT is SaaS Customer Success? – Ability to look for and enable upsell growth opportunity. C ulture & Leadership.

SaaS 54

SaaS Metrics Accountability Technical Support 54

SmartKarrot

OCTOBER 26, 2022

Here is an explanation of the six account management best practices for B2B companies: Create consistent customer segments for upselling and cross-selling. Since this is a corporate decision, you should consult with other departments of the organization, like the marketing team, a customer success team , and business stakeholders.

Best practices 11

Best practices B2B Accountability Management 11

SmartKarrot

JULY 27, 2020

What is the one thing that SaaS businesses have in common? Farm Don’t Hunt: The Definitive Guide to Customer Success – Written by Guy Nirpaz, this book breaks down the intellectual underpinnings of the basic customer success theory. a customer experience strategy consulting firm. A definite yes to this! Yes, you got it.

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10

Amity

MAY 9, 2016

When I was a Customer Success Manager at Eloqua, the role was managing accounts (Renewals, Upsells, Cross-Sells, Success Planning). I really loved the combination: it was part consultant, part sales, and I really enjoyed that aspect of the job. That’s definitely a culture change. Cross-sell, upsell, retention.

Coaching 56

Coaching Upselling Accountability Sales 56

ChurnZero

JANUARY 13, 2023

2023 will be a breakout year for digital Customer Success, customer intelligence, and AI-fueled outcomes at SaaS companies. Ed Powers , principal consultant, Service Excellence Partners. In 2023, many SaaS companies will focus on navigating a potential economic slowdown. Joel Passen , co-founder, Sturdy. AI is real and it works.

Chief Customer Officer 98

Chief Customer Officer Sales Customer centricity SaaS 98

ChurnZero

JULY 24, 2020

Botsman contends that most definitions of trust are too rational, describing trust focally as an assessment of risk while neglecting our human nature. Customers don’t value your word, which as consultants, is how you effect change to drive success. It’s also hard to define as its meaning has long been debated.

Surveys 59

Surveys Consulting Consulting Upselling 59