JivoChat

JULY 20, 2021

People have a lot of options these days, so if you don’t have good customer retention strategies , your business won’t be as stable or profitable. It costs five times as much to win a new customer as it does to retain an existing one. In this post, we’ll reveal why you should start focusing on customer retention and when.

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Customer retention Gamification Education Self service 52

CSM Magazine

APRIL 13, 2021

Starting a business is not easy, and scaling is even harder as it requires hard work, persistence, and of course, a solid strategy. If you want your SaaS startup to grow, you need to understand data and have solid marketing knowledge, all with the purpose of making your software more attractive to your target customers.

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SaaS B2B Self service Analytics 52

ChurnZero

JULY 22, 2021

By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Your rules of engagement should be based on which team is genuinely the best fit in each scenario and has the greatest likelihood of gaining sales traction.

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ClientSuccess

OCTOBER 8, 2019

In the Software-as-a-Service (SaaS) space, it’s important to follow the right data points in order to make smart, customer focused decisions. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: 1: Customer Retention Rate. Tip: Struggling with improving your customer retention?

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SaaS Metrics Customer retention Surveys 49

aircall

JANUARY 30, 2017

Customer retention refers to how successfully a business manages to keep its paying customers. Customer retention means earning customers’ trust and repeated patronage. Why is customer retention so important? Customer retention and growth. Customer retention and churn.

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Customer retention Education Self service Feedback 76

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? We know this to be true in our own jobs, so why wouldn’t we want the same for our customers?

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SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

OCTOBER 5, 2021

SaaStr Annual is always a time to look forward to as it’s a chance to join our peers in SaaS, to learn from the best in the business, to avoid big mistakes, to strengthen ties, to do better – so we can all achieve the impossible. SaaS customers are only using 50% of the licenses that they buy- @markroberge.

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SaaS B2B Customer retention Sales 95

Kayako

MAY 16, 2018

Especially when it comes to service businesses, both traditional and SaaS, because service solutions often need to be tailored to the individual customer. Here are 7 ways that you can use phone calls and live chat to give your customers more immediate gratification and increase your company’s revenue. People have questions.

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Customer retention Upselling Sales Feedback 59

ChurnZero

FEBRUARY 23, 2023

In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

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Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

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Management Customer retention Upselling Chief Customer Officer 52

PeopleMetrics

JANUARY 13, 2017

When you are selling a SaaS product, you really need to think about what you’re actually selling. It seems like an obvious truth (after all, they are called Software-as-a-Service products), but many SaaS companies lose sight of the service side of things - they strive toward the goal of a no-touch sales organization.

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SaaS Benchmark Metrics Education 54

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. Onboarding.

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SaaS Best practices Upselling Education 66

CustomerSuccessBox

MARCH 10, 2022

So those businesses that believe to offer customer satisfaction, are likely to have loyal customers, repeat purchases, higher customer retention rates, and buyers who try newer products. Suggested Read : Responsibilities of a Customer Success Manager. Roles and responsibilities of a Client Success Manager.

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Management Customer retention SaaS Customer advocacy 52

CustomerSuccessBox

JUNE 13, 2022

Customer intelligence (CI) is becoming a prominent competitive advantage in this age of increased competition with other organizations. We already knew that customer-centricity is critical for any SaaS company’s success. However, there are other aspects to being a customer-centric company.

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Customer centricity SaaS Analytics Customer advocacy 52

CustomerSuccessBox

JUNE 21, 2022

The general agreement is that successfully onboarding a customer on a B2B SaaS platform involves ensuring the customer knows how to use your product. Yet, it’s often easy said than actually done, especially, when you’re looking for Customer Onboarding at Scale. 8 Best Strategies for Customer Onboarding at Scale.

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Education Customer retention Sales B2B 52

SmartKarrot

JANUARY 18, 2021

Many entrepreneurs have joined the bandwagon of SaaS industry, but they are yet to realize that SaaS growth model is quite different from traditional ones. A deep understanding of SaaS growth levers can take your business to the next level. SaaS is a growing industry. There are some 14 courses in SaaS on Udemy itself.

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SaaS Customer retention Upselling Marketing 10

CustomerSuccessBox

OCTOBER 19, 2021

Your goal as a business is to reduce churn, increase customer retention, product adoption, and aim for customer success. The underlying theme for all of these is customer education. Research by TSIA shows that customer education can immensely enhance your retention. Customer Education helps customers grow.

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Education Consulting Consulting Management 52

CSM Practice

JANUARY 13, 2021

“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. 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.

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SaaS Customer centricity Accountability Education 98

CustomerSuccessBox

OCTOBER 4, 2018

Every SaaS company knows how important Customer Success is and what results it can bring if implemented properly. However, since it is a comparatively new field, there are many different ideas, thoughts on how one should be building a customer success team so that it can have a big impact on the bottom-line.

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SaaS Customer retention Accountability Consulting 77

Amity

DECEMBER 19, 2018

Customer onboarding is a unique window of opportunity for a SaaS business. It’s a time when the customer is truly excited and interested in advice and guidance in a way they likely won’t be later on in their customer journey. Be Data Driven.

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SaaS Customer retention Sales Marketing 81

CSM Magazine

JULY 24, 2020

Customer satisfaction is the key to customer retention. Any customer who is satisfied with the way your brand treated them will very likely be back for more business—about 93% of them, according to HubSpot. In today’s business clime, most marketing, sales, and customer interaction happen digitally.

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Marketing Call Center Self service CRM 52

Education Services Group

JUNE 29, 2019

Think about all the time, energy, and money you spend on attracting new visitors, pursuing new leads, and closing new sales — none of that applies to existing customers. So how do you put your efforts into keeping your existing customers happy? And how can Customer Success strategies help you get there?

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SaaS Upselling Customer retention B2B 40

ProProfs Blog

SEPTEMBER 20, 2019

Having understood the importance and purpose of customer service in the business, let us dig deep to learn why it is the primary stepping stone to your business success. Improves Customer Retention Rate. When you acquire a new customer, it costs you five times more than retaining an existing one. It is Glassdoor.

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Customer Service Airlines Gamification Customer retention 102

CustomerSuccessBox

APRIL 7, 2022

And, of course, in remote customer onboarding! Read on to know how remote customer onboarding can do so many things that you never thought could have been possible! Mr. Puneet Kataria shares his experience and observation on how customer success teams can be agile in the Customer Success Vodcast hosted by tl;dv!

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SaaS Customer retention B2B Self service 52

Squelch

JULY 23, 2019

In part two below, we explore how customer success has evolved as SaaS and other subscription-based companies increase in popularity and what being customer centric truly means. How has the role of customer success evolved with the rise of SaaS companies?

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Customer centricity SaaS Chief Customer Officer Sales 53

Education Services Group

FEBRUARY 22, 2021

The dreaded kryptonite of all SaaS companies. Churn occurs when the client does not renew their subscription with your SaaS company. After years in customer-facing roles, from sales to Customer Success and service, I have gained a true and deep appreciation for the axiom that “perception is reality.”

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SaaS Accountability Sales Management 59

Education Services Group

JANUARY 19, 2021

Last year, we, along with our CS friends at ChurnZero and Higher Logic, embarked on an ambitious project to check-in with the CS community as a whole and find out more about the industry’s current place in SaaS business and uncover the trends influencing its growth. We are proud to present the Inaugural Customer Success Leadership Study !

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Finance SaaS Benchmark Surveys 52

SmartKarrot

MARCH 15, 2022

In SaaS companies, the growth strategy is extremely important. There is a change in how things work from the onboarding process to prospects and customers. A great customer experience is now imperative in the business world. The right process is to hire a growth marketer or VP of sales. Sales-Led Growth.

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Sales Marketing SaaS Customer retention 10

Amity

NOVEMBER 11, 2016

Customer onboarding is a unique window of opportunity for a SaaS business. It’s a time when the customer is truly excited and interested in advice and guidance in a way they likely won’t be later on in their customer journey. Be Data Driven.

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SaaS Customer retention Sales Marketing 83

SmartKarrot

MAY 25, 2021

There are significant differences between the buyer’s journey and the customer’s journey in SaaS. A buyer’s journey is the process that makes a prospect a customer. A customer journey is one that works to nurture existing customers and retain business. Buyer’s Journey in SaaS. Sign up for our newsletter.

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SaaS Brand ambassadors Education Customer retention 10

Education Services Group

JANUARY 25, 2023

Q: Are both Customer Success and Sales paying attention to the AI input? I mean to a certain extent, Chorus and Gong bring this to life, but I think Sales is ahead of post-Sales in terms of technical sophistication, resource allocation, operation, and budget. But emails are like a black hole, it’s like the dirty secret.

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Finance Sales Morale SaaS 52

ChurnZero

SEPTEMBER 29, 2020

Instead they created a new immersive online experience that took the course over two days (September 22 & 23, 2020). . Customer Success Around the Web. 5 Key Customer Retention Metrics that Influence SaaS Growth – Your cheat sheet to some of the most important metrics to boost growth.

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SaaS Metrics Best practices Customer retention 59

Education Services Group

JUNE 20, 2023

There are three main facets of this critical phase, and CSMs play an essential role in ensuring customers realize value as they engage with your solution over the course of their contract. New growth models evolved , and Customer Success was born out of the need to cultivate and expand relationships with current customers.

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Journey mapping Government SaaS Self service 52

Squelch

JULY 23, 2019

In part two below, we explore how customer success has evolved as SaaS and other subscription-based companies increase in popularity and what being customer centric truly means. How has the role of customer success evolved with the rise of SaaS companies?

Customer centricity 40

Customer centricity SaaS Chief Customer Officer Sales 40

aircall

MARCH 17, 2017

It’s important to know that on average it’s cheaper and easier to retain existing customers than to acquire new ones. An increasing number of top executives are refocusing their efforts on toward customer retention. Let’s break down customer churn as well as what to do about it. A Thorough On-Boarding Process.

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Big data Customer retention SaaS Feedback 48

SmartKarrot

MAY 27, 2020

But over the course of time, the role has evolved with the rise of Software-as-a-Service (SaaS) companies. With this evolution, the role of a SaaS account manager has not been the same as that of an account executive. They have become a people’s person and have been focusing on customer retention for their companies.

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SaaS Accountability Management Customer retention 10

ChurnZero

DECEMBER 27, 2019

Do you have enough empathy to know how your response is being received through your customer’s eyes? Follow these reparative steps to salvage your relationship with upset and frustrated customers before they’re damaged beyond repair. . 6 Customer Retention Strategies That Kee p Customers Coming Back .

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