Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? Poor Customer Fit. Dissatisfying User Experience. Solutions.

Customer retention 89

Customer retention Sales Marketing Big data 89

Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 82

B2B SaaS Education Brand ambassadors 82

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. It is because as they kept acquiring new customers, they overlooked the existing ones! As a result, customers churned and the firm couldn’t do anything about it. If not, start focusing on customer retention. Yet, success remained elusive.

SaaS 52

SaaS Customer retention Metrics B2B 52

ShepHyken

AUGUST 11, 2023

This week, we feature an article by Nandini Sharma, marketing manager at ProofHub. She writes about how to listen to your customers with the goal of connecting. I am not here to talk about childish stuff like, “Listen to your customers.” Even if it is not your fault, empathizing with your customers is not going to harm you.

Customer retention 156

Customer retention SaaS Marketing Customer Care 156

ChurnZero

NOVEMBER 4, 2022

To get a CEO’s perspective on the matter, ChurnZero’s You Mon Tsang joined ESG for a special CEO panel on “ The economy and Customer Success: The impact and what to do about it ,” with ‘nuffsaid’s Chris Hicken and Kapta’s Alex Raymond. Difficult conversations lead to deeper customer connections. Profitability wasn’t a focus or concern.

SaaS 98

SaaS Customer centricity Finance Best practices 98

Help Scout

APRIL 27, 2021

For B2B SaaS companies, user adoption is one of the most important elements to get right in order to grow sustainably. Appcues found that activation (when customers experience the core value of the product) is the most important pirate metric for SaaS growth. more than the same percentage increase in retention.

SaaS 94

SaaS B2B Accountability Marketing 94

Totango

OCTOBER 8, 2020

Customer retention is the continuation of a valued service. Like the binge-worthy series that demands one more late-night episode after another, when things are going well in business no one wants to interrupt the experience. Listen to Your Voice of Customer Programs. Learn from Customers.

Customer retention 63

Customer retention B2B Enterprise Best practices 63

CSM Practice

MAY 13, 2020

CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies and customer success management teams. We generated an overall analysis of the pandemic effects on Customer Success from around the globe. They were able to communicate efficiently with customers and the company.

SaaS 83

SaaS Surveys Upselling Customer retention 83

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Executives Think of Customer Experience. How Marketers Think of Customer Experience.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

JivoChat

JULY 20, 2021

It’s a problem for many businesses, especially in competitive markets. 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.

Customer retention 52

Customer retention Gamification Education Self service 52

CustomerSuccessBox

SEPTEMBER 29, 2022

The adage “time is money” is the ultimate reality that supports the success of your organization in the SaaS sector. A variety of options are accessible to customers today in this cutthroat industry. However, customers are also searching for a quick time to value (TTV). In B2B SaaS, what does time to value mean?

SaaS 52

SaaS Metrics B2B Enterprise 52

Babelforce

DECEMBER 9, 2021

In this post: What is SaaS? What sets SaaS apart? How does SaaS add value to CX? CX strategies that SaaS makes possible. What is SaaS? SaaS stands for Software as a Service. Software as a service (SaaS). SaaS is the most commonly used model. What sets SaaS apart? Virtualisation ? ? ?

SaaS 52

SaaS APIs Contact Center CRM 52

CustomerSuccessBox

FEBRUARY 28, 2022

The net revenue retention rate which you may also state as the net retention rate in SaaS businesses is an indicator that depicts the profits and the revenue earned by the business. Let’s look at some of the best net retention rate and how they are doing good at it. Which is the key customer retention metrics to track?-

SaaS 52

SaaS Best practices Enterprise Customer retention 52

Totango

MAY 19, 2020

The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. No one is certain how this will change the long and short-term behaviors of customers, lenders, and enterprises in a SaaS world. Be Lean and Agile to Reduce Customer Churn in SaaS.

SaaS 77

SaaS Best practices Enterprise Finance 77

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). If you are focused on customer retention, then you need to know the answer to?the

SaaS 96

SaaS Feedback Surveys B2B 96

Education Services Group

JANUARY 13, 2023

As businesses embrace the everything-as-a-service transformation, some find it more difficult than others to make the shift to SaaS. Over the years, the market has come to embrace the subscription-based pricing model, but that doesn’t mean you can flip a switch and start reaping the benefits of recurring revenue.

SaaS 52

SaaS Enterprise Best practices Sales 52

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. Reducing churn is at the forefront of all marketers’ minds. Reducing churn is at the forefront of all marketers’ minds. What does the data show about common reasons customers churn?

Customer retention 97

Customer retention Chief Customer Officer Accountability SaaS 97

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Customer service.

B2B 115

B2B Journey mapping SaaS Engineering 115

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. What is Pendo?

Enterprise 91

Enterprise Finance SaaS Analytics 91

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. SaaS businesses, meanwhile, benefit from predictable streams of recurring revenue.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

Kayako

MAY 16, 2018

My good friend runs a content marketing company. She decided that she also wanted to offer email marketing services, and so she built a landing page and set up LinkedIn Ad, hoping to gain some inbound leads. She sold the email marketing service to 80% of her current clients via phone. How does this apply to sales and marketing?

Customer retention 59

Customer retention Upselling Sales Feedback 59

Nicereply

NOVEMBER 23, 2023

Customer satisfaction is at the heart of successful Customer Experience (CX). In today’s market, consumers have more options and expect more from brands. Let’s dive into a list of customer satisfaction quotes, meant to inspire and keep you rooted in the importance of great customer experience.

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

ClientSuccess

DECEMBER 5, 2022

What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. finding and managing a core customer base.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

Influitive

JUNE 21, 2018

The perils of leaving customer engagement and retention to chance This is a visualization of the typical SaaS buying process, which has clear stages and great content to guide buyers toward purchasing your product: This is a thing of beauty. People in your organization are constantly examining, optimizing, and perfecting it.

Customer retention 58

Customer retention SaaS Customer advocacy Marketing 58

SmartKarrot

JULY 21, 2021

Of all the debates that one can possibly have in the world of sales and marketing, one that takes no backseat is customer acquisition vs customer retention. While acquiring customers is an integral part of any growing business, retaining them for good is also equally important. What is Customer Retention?

Customer retention 10

Customer retention SaaS Brand ambassadors Sales 10

Totango

SEPTEMBER 13, 2022

A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. 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. Optimize customer onboarding.

SaaS 86

SaaS Upselling Best practices Customer retention 86

ChurnZero

JANUARY 26, 2022

Reducing churn is at the forefront of all marketers’ minds. 82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience.

Customer retention 52

Customer retention Chief Customer Officer Accountability SaaS 52

SmartKarrot

NOVEMBER 18, 2020

The school of marketing teaches you the subtle art of enticing and converting prospects. In the SaaS industry, the whole ball game is about turning a prospect into a potential, loyal brand advocate. In such a case, you must delve into the chapters of SaaS customer marketing and know, how to ace business.

SaaS 10

SaaS Marketing Customer advocacy Customer retention 10

SmartKarrot

JULY 9, 2020

To affix the leaky bucket in all of the SaaS companies, the customer success team delves into a number of customer retention strategies. To fully understand the real concept of customer retention, you will have to begin by identifying what is a great customer retention rate.

Customer retention 10

Customer retention SaaS Upselling Metrics 10

Amity

MARCH 27, 2017

SaaS Tattler Issues 102: Empowering One Another - Marketing and Customer Success. We often talk about Sales and Customer Success alignment, but there are endless opportunities for Marketing to work with Customer Success at different customer lifecycle stages.

Marketing 52

Marketing SaaS Education Customer retention 52

aircall

SEPTEMBER 11, 2017

Nothing scares away future revenue quite like a reputation for subpar customer service. 66% of B2B customers and 52% of B2C customers have stopped buying from a company following a bad service interaction. 4 in 10 customers will avoid vendors for two or more years following a bad service interaction. Marketing Metrics ).

Customer Support 115

Customer Support B2C Upselling B2B 115

SmartKarrot

JUNE 1, 2020

Customer retention is a critical component to the success of your business. It entails the maintenance of continuous business relationships with customers over an extended period. In this Article, we have revealed 8 quick ways to improve your SaaS customer retention rate. Conduct customer feedback surveys.

Customer retention 10

Customer retention SaaS Surveys Sales 10

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.

SaaS 95

SaaS B2B Customer retention Sales 95

CustomerSuccessBox

JUNE 24, 2022

Every SaaS business lives and breathes by reducing churn and increasing recurring revenue. Monthly Recurring Revenue is a SaaS metric that you should be tracking in order to see where your SaaS business stands. This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

Education Services Group

DECEMBER 4, 2019

One of the biggest business lessons of the last decade has been that keeping your current customers is just as important as acquiring new customers. In the age of SaaS, this is an indisputable fact. But there’s more to the success of your business than just retaining customers. What’s Customer Revenue Optimization?

SaaS 59

SaaS Benchmark Customer retention Sales 59

CustomerSuccessBox

MAY 18, 2022

Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. If you are someone working in a SaaS startup, this blog has excellent thoughts to share with you. 16 Ventures.

SaaS 52

SaaS Upselling Education Customer retention 52