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. Skillset 3: Customer-centric consulting While new technology fuels efficiency, the heart of CS remains in understanding and anticipating customer needs.

Education 52

Education Upselling Consulting Consulting 52

ChurnZero

DECEMBER 9, 2020

You can see this is the case by taking a look at the Google search trends for “Customer Success” and “Customer Experience” over time. With their consulting expertise they have a lot of advice to offer on how to improve metrics and accomplish your ultimate goal of reducing churn and increased retention. Tri Tuns Blog. CSM Practice Blog.

Consulting 98

Consulting Consulting Best practices Upselling 98

ChurnZero

JUNE 3, 2022

There are more CS job postings than there are qualified candidates to fill them (see point above)—a hiring trend predating the great resignation, which has only intensified demand. To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. You run the play.]

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

There are more CS job postings than there are qualified candidates to fill them (see point above)—a hiring trend predating the great resignation, which has only intensified demand. To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. You run the play.]

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

FEBRUARY 9, 2021

Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Instructor: Jeannie Walters , Speaker, Writer, and Consultant, Experience Investigators. . Teams are being created to manage the customer life cycle and drive adoption, renewals, upselling, and advocacy. Sales: Customer Success.

Journey mapping 98

Journey mapping Best practices Consulting Consulting 98

ChurnZero

MARCH 24, 2023

With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. Related resource: The crucial nuance behind seven top Customer Success metrics for SaaS companies 2: Should Customer Success own renewal and expansion? Sometimes, you get forced. I’m a giant fan of the latter.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. Related resource: The crucial nuance behind seven top Customer Success metrics for SaaS companies 2: Should Customer Success own renewal and expansion? Sometimes, you get forced. I’m a giant fan of the latter.

Upselling 97

Upselling Metrics SaaS Sales 97

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. RACI stands for Responsible, Accountable, Consulted, and Informed and is a great tool for: Overcoming ambiguity. Closing communication gaps.

Sales 89

Sales Upselling Accountability SaaS 89

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 93

Journey mapping SaaS Upselling Enterprise 93

ChurnZero

MAY 3, 2022

Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. The only problem is knowing where to start—so we’re here to help. We’ll help you find your path to success.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

Lumoa

MARCH 12, 2023

Real-time insights into customer preferences and trends makes it easier to identify opportunities for cross-selling, upselling, and personalized promotions. Lumoa provides support and customer success managers, but no in-house consulting unit that other more expensive solution can afford. Price: Consultation needed.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 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

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Ed Powers , a Customer Success consultant with Service Excellence Partners summed up this idea nicely in our guide, “ How to Crush SaaS Customer Onboarding ” when he said, “High customer loyalty is achieved by design, not by luck.”

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Ed Powers , a Customer Success consultant with Service Excellence Partners summed up this idea nicely in our guide, “ How to Crush SaaS Customer Onboarding ” when he said, “High customer loyalty is achieved by design, not by luck.”

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

JUNE 15, 2023

With less budget to go around, some SaaS companies are merging customer success and account management into one function that’s responsible for an account’s business strategy, product adoption, and value realization, as well as its renewal and expansion. You do not get granular data at the contact level or trending insights up or down.

CRM 96

CRM Sales Accountability Analytics 96

CustomerSuccessBox

MAY 18, 2022

A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. If you are on the verge of reading everything about SaaS, this is the place for business leaders, and SaaS founders including customer success specialists to learn about customer success, growth strategies, and much more!

SaaS 52

SaaS Upselling Education Customer retention 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. Understanding your ARR enables you to forecast your growth and sales projections better, budget for sales and marketing, identify trends quickly, and motivate your team. ARR can be calculated in three ways: i.

Metrics 52

Metrics Upselling SaaS Accountability 52

Amity

SEPTEMBER 11, 2017

The SaaS world can be distilled into four main quadrants: horizontal and vertical solutions, at high or low average selling points. Customer Success Managers working with horizontal SaaS need high empathy and an open mind. Relevant experience includes a background in consultancy or business development. Vertical Solutions.

SaaS 60

SaaS Upselling Consulting Consulting 60

ChurnZero

FEBRUARY 9, 2021

Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Instructor: Jeannie Walters , Speaker, Writer, and Consultant, Experience Investigators. . Teams are being created to manage the customer life cycle and drive adoption, renewals, upselling, and advocacy. Sales: Customer Success.

Journey mapping 52

Journey mapping Best practices Consulting Consulting 52

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

Amity

SEPTEMBER 11, 2017

The SaaS world can be distilled into four main quadrants: horizontal and vertical solutions, at high or low average selling points. Customer Success Managers working with horizontal SaaS need high empathy and an open mind. Relevant experience includes a background in consultancy or business development. Vertical Solutions.

SaaS 54

SaaS Upselling Consulting Consulting 54

CSM Practice

SEPTEMBER 25, 2020

06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 07:44 – Irit shares her insights about companies looking to increasing budget for outsourcing and consulting services. What are some of the trends that you’ve seen for cross-sell and upsell for existing customers?

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

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 91

Management Upselling Coaching Best practices 91

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. Quantitative Data. Thinking Ahead.

Upselling 52

Upselling Customer centricity Sales Accountability 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. Understanding your ARR enables you to forecast your growth and sales projections better, budget for sales and marketing, identify trends quickly, and motivate your team. ARR can be calculated in three ways: i.

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. Understanding your ARR enables you to forecast your growth and sales projections better, budget for sales and marketing, identify trends quickly, and motivate your team. ARR can be calculated in three ways: i.

Metrics 52

Metrics SaaS Customer retention Upselling 52

ChurnZero

NOVEMBER 27, 2019

ChurnZero’s CCO, Abby Hammer, spoke about getting the resources you need to combat the major obstacle to scaling your SaaS business – Churn! . Or trying to identify trends and patterns that maximize renewals, upsells or logo retention? . As she explained: . Being an effective agent of change is a must.

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

Andrew Mcfarland

SEPTEMBER 23, 2022

However, you must understand SaaS to excel at this position. They should also be able to consult with prospects to make sure they’re a good fit for their company’s product or service. In contrast, marketing managers manage advertising campaigns and monitor trends in the industry.

Sales 48

Sales Outbound sales Inbound sales Accountability 48

CSM Practice

FEBRUARY 24, 2020

In general, monitoring customer trends leads to a win-win situation for both sides, because the customer success team can be alerted to potential churn risks early and proactively mitigate it. Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.”

Metrics 52

Metrics Education Upselling SaaS 52

Nicereply

MAY 11, 2020

Another study by Rare Consulting says that 83% of customers said their brand loyalty stemmed from the trust. SaaS businesses can see a similar benefit by upselling existing customers and providing more value as the account grows. Differentiating from the competition, Observing market trends and being responsive to them, etc.

Customer retention 115

Customer retention SaaS Metrics Surveys 115

ChurnZero

JUNE 5, 2020

Not all customers will follow this, but if you trend towards your ideal timeline, you’ll begin to improve your processes and the customer experience. This time-trend analysis ensures you don’t unknowingly slip into a regression or mistake minor, incremental setbacks as inconsequential or random. That’s your end goal. And try again.

Feedback 64

Feedback SaaS Best practices Upselling 64

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? Their whole job in life is to poll the world and see what the trends are, so that’s a good resource.

B2C 97

B2C Upselling B2B Accountability 97

NobelBiz

MAY 25, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz The Importance of Customer Data in Call Centers Customer Data Platform (CDP) software allows contact centers (and other business models, for that matter) to pull in customer data from any channel, system, or data stream to build a unified customer profile.

call center software 98

call center software Call Center APIs Contact Center 98

ChurnZero

FEBRUARY 26, 2021

“If you don’t have Product Ops or Customer Success Ops to help support that, your tech-touch team might be a great resource for communication with Product because they look at usage trends and data and already take a one-to-many approach,” says Sana. Blog: The SaaS Debate: Who Owns the Renewal and Upsell?

Management 59

Management Feedback Sales SaaS 59

CSM Practice

FEBRUARY 24, 2020

In general, monitoring customer trends leads to a win-win situation for both sides, because the customer success team can be alerted to potential churn risks early and proactively mitigate it. Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.”

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

In general, monitoring customer trends leads to a win-win situation for both sides, because the customer success team can be alerted to potential churn risks early and proactively mitigate it. Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.”

Metrics 52

Metrics Education Best practices Accountability 52

Netomi

FEBRUARY 28, 2022

As Strategic Advisor for Global Contact Centers at Radisson Hotel Group, her primary objective is to develop and optimize Radisson Hotel Group Contact Centers to be in line with the company’s strategy, as well as changing market trends and customer expectations. One CX trend that will dominate/take the stage in 2022: .

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64