ChurnZero

FEBRUARY 14, 2023

That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. Understanding the nuance behind Customer Success metrics will help you build consensus around which numbers are the best numbers to track for your SaaS company.

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Metrics SaaS Customer retention Construction 94

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.

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SaaS Metrics Accountability Technical Support 98

CustomerSuccessBox

MARCH 10, 2022

In this day and age, all B2B SaaS firms want to optimize Automation to scale Customer Success in their organizations. Managing your customers and their success path as a SaaS company is a meticulous process. SaaS businesses across the globe lose a chunk of their revenue due to poor customer service or experience.

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SaaS Upselling Education Accountability 52

ProProfs Blog

SEPTEMBER 13, 2019

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. As you can see, delivering the perfect saas customer support experiences is directly correlated with your churn and retention.

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SaaS Customer Service Customer Support Best practices 83

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. Plan the best SaaS Retention strategies that ensure customers stay with you for long. SaaS retention strategies that work help you turn hard-won consumers into long-term customers, and long-term customers into powerful advocates! Yet, success remained elusive.

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SaaS Customer retention Metrics B2B 52

ChurnZero

FEBRUARY 14, 2023

SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. Learn from three SaaS CEOs.

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SaaS Metrics Customer retention Construction 52

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Moderators keep their eyes on the road (and clock) to make sure speakers don’t veer the discussion too far off course, get stuck in a tangent, or miss a main point.

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SaaS Marketing Upselling Chief Customer Officer 64

CSM Practice

JUNE 4, 2021

A high touch customer success model involves frequent touchpoints with customers about the entire SaaS journey, from onboarding to after-sales activities. For example, conducting business reviews is expected to result in an increase in upsell revenues (See Expansion Revenues KPI example below). Expansion Revenues rate. Gross Churn .

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SaaS Upselling Metrics CRM 52

ClientSuccess

APRIL 30, 2019

When most executives think about customer success metrics, they typically refer to the core SaaS financial metrics. If current customers are the lifeblood of a SaaS business, then these metrics are the heartbeat metrics for any SaaS company. Customer Success Financial Metrics. Customer Retention Rate/Customer Churn Rate.

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SaaS Metrics Upselling Customer retention 46

ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals, customer journey maps, health scores, segmentation, QBRs and much more. Crash Course in Customer Success and SaaS Metrics (with Dave Kellogg).

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Journey mapping Customer centricity SaaS Education 98

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. Under all the fancy showbiz lies the fact that running a SaaS business is very challenging. Benefits of having a Customer Success Software for your SaaS business-.

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Upselling SaaS CRM Multi-channel support 52

CSM Magazine

DECEMBER 6, 2023

Say you run a digital marketing agency that serves SaaS companies. If your customer success reps are trained, they’ll have a good understanding of the SaaS marketing strategies, SEO, pay-per-click advertising, social media marketing services you offer. This Spotify upgrade banner shows a great upselling example.

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Upselling SaaS Advertising Marketing 52

ChurnZero

SEPTEMBER 8, 2021

Join Cloud and SaaS Founders, VC and Execs, in-person, once again in the SF Bay Area! The 7 th SaaStr Annual is the largest non-vendor confab in the world, uniting the global B2B SaaS community both online and off. 6 Tips to Learn Hw to Upsell and Cross-Sell – Discover how to expand your customer accounts with integrity. .

Personalization 95

Personalization SaaS Upselling B2B 95

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. The overwhelming consensus was that there is, and will continue to be, a significant shift toward sustainable customer growth throughout the SaaS industry.

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Sales Upselling Accountability SaaS 89

Totango

MARCH 5, 2021

Each customer you acquire and retain makes more purchases over the course of their relationship with you than those who churn. Over the course of the month, you gained 20 customers and lost 10. Of course, we’d all love to see a CRR of 100%, but remember that this may not be realistic. 190 ÷ 200) x 100 = CRR.95 95 x 100 = CRR.

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Customer retention Upselling Enterprise Benchmark 86

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.

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SaaS Best practices Upselling Education 66

CustomerSuccessBox

JUNE 2, 2021

Upsell alerts and Risk alerts. Upsell Alerts. So when you see a customer giving you triggers on upselling which is usually characterized when they’re reaching the limit of a particular feature, there could be a possible opportunity to upsell whether it’s new users, a new limit on APIs.

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Management Upselling APIs B2B 52

ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals , customer journey maps, health scores , segmentation , QBRs and much more. We’ll help you find your path to success.

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Journey mapping Customer centricity SaaS Education 52

CustomerSuccessBox

OCTOBER 5, 2021

In SaaS businesses, ARR/MRR is the lifeline for their existence. Surprisingly, only 10% of SaaS businesses ever get past the 125% MRR rate. The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. What would you do if you can’t maintain and improve your ARR?

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Upselling SaaS Metrics Accountability 59

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Retention keeps a business running at its current course and speed—but loyalty drives growth through customer expansions and additional purchases. While retention and loyalty are sometimes used interchangeably, they are different.

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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. Retention keeps a business running at its current course and speed—but loyalty drives growth through customer expansions and additional purchases. While retention and loyalty are sometimes used interchangeably, they are different.

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Management Customer retention Upselling Chief Customer Officer 52

CustomerSuccessBox

JUNE 7, 2021

Acquiring your customers is just a first step in the fruitful partnership process and retaining them is the next big thing and for that matter, it becomes extremely crucial to reduce the churn for any SaaS Business. Of course, churn is inevitable, but the better we analyze and measure churn, the better we will be at reducing the churn.

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SaaS Customer retention Accountability Upselling 52

ClientSuccess

JANUARY 26, 2022

Current customers are some of the most prominent advocates and marketing opportunities available for SaaS organizations. Your customers are real companies that chose your solutions to bring their goals to life, so of course, they would be at the top of the list for sharing ‘why’ a partnership was formed. Want to learn more?

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Upselling SaaS Best practices Marketing 75

Amity

NOVEMBER 21, 2013

Reducing customer acquisition cost (CAC) is critical to the success of any SaaS business. A recent blog post by Lincoln Murphy, The SaaS Myth and Misguided Optimization , introduced the concept of SaaS CAC Efficiency – in a nutshell, it’s not so much a metric but a new SaaS CAC point of view.

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SaaS Upselling Metrics Accountability 48

CustomerSuccessBox

FEBRUARY 17, 2022

If you’ve ever taken a Marketing 101 course, you’ve learned that retaining a customer is far more profitable than attracting new customers. Unfortunately, many SaaS companies overlook this and focus on generating new leads. I would say that Net Dollar Retention (NDR) is one of the most important metrics for SaaS companies.

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Benchmark SaaS Customer retention Upselling 52

ChurnZero

SEPTEMBER 14, 2021

If your customer can benefit from a product upgrade or feature upsell, then it’s your duty to make your customer aware of the opportunity. Of course, it’s easy to claim you’re not good at something if you never practice, but that doesn’t mean you’re not capable. Should Customer Success own the renewal and/or upsell?

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Sales Upselling Morale SaaS 94

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. Of course, for every problem you cannot be prepared with fixed processes but for at least the common problems, you have to have set processes.

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Upselling SaaS B2B Metrics 52

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we decided to tap industry experts for a verbal duel on the subject where the winners take home the esteemed (and priceless) prize of bragging rights and SaaS street cred. You need specialists.

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Upselling SaaS Sales Accountability 98

SmartKarrot

MARCH 2, 2022

And this is even more difficult when it comes to companies that offer SaaS products. To grow and succeed in such a dense market, it is important for SaaS companies/product owners to come up with an effective growth marketing framework – with 100% effective growth marketing strategies. Best practices for content marketing.

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SaaS Marketing Upselling Engineering 12

ClientSuccess

MARCH 9, 2020

As modern SaaS customers have changed and grown more complex over the last few years, the roles of customer success and customer experience have also changed. Customer success is, simply put, a snapshot of how profitable and, of course, successful a customer is throughout a vendor relationship.

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Customer Experience Accountability Upselling SaaS 97

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.

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SaaS Customer retention Accountability Feedback 88

CustomerSuccessBox

MARCH 7, 2022

When you began to look for a product, you were new to its pricing but of course, compared it with the competitors to see if it was worth it to make a decision. The good part of the SaaS model is its flexibility in opting for service at any point in time with monthly billing. The idea is simple! Amplify Annual Billing.

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Upselling Feedback SaaS Surveys 52

ClientSuccess

FEBRUARY 8, 2023

Of course, no physical trophies will be handed out, but we hope this list will help you as you strive for greater customer satisfaction, retention, and growth. Billing delinquency : unexpected things happen in the SaaS world and chasing down customers who have unpaid invoices is something that CSMs must deal with.

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Metrics Upselling B2B SaaS 75

ClientSuccess

APRIL 28, 2021

As a CSM, you’ve probably been ghosted a time or two – by clients, of course. If you’re a CSM working for a SaaS-based vendor, there are a few stages where a customer would typically go silent. Then, when you try to reach out and re-engage it can be near impossible to elicit a response from the customer in question. .

Upselling 64

Upselling SaaS Metrics Accountability 64

ChurnZero

SEPTEMBER 8, 2021

Join Cloud and SaaS Founders, VC and Execs, in-person, once again in the SF Bay Area! The 7 th SaaStr Annual is the largest non-vendor confab in the world, uniting the global B2B SaaS community both online and off. 6 Tips to Learn Hw to Upsell and Cross-Sell – Discover how to expand your customer accounts with integrity. .

Personalization 52

Personalization SaaS Upselling B2B 52

ClientSuccess

APRIL 13, 2021

At the most basic level, businesses partner with SaaS vendors to solve a problem. And then, of course, deliver on these promises and outcomes to show value. While new features or functionality may require an upsell conversation, CSMs should leave these to account managers.

Upselling 52

Upselling SaaS Best practices Accountability 52

ClientSuccess

MARCH 9, 2020

As modern SaaS customers have changed and grown more complex over the last few years, the roles of customer success and customer experience have also changed. Customer success is, simply put, a snapshot of how profitable and, of course, successful a customer is throughout a vendor relationship.

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Customer Experience Upselling Accountability SaaS 74