SaaS Customer Success: Key Roles, Strategies, and Tools
Help Scout
JANUARY 27, 2022
One of the best steps any SaaS company can take to improve customer retention is an investment in customer success. Read the full article
Five Best Customer Retention Software Solutions for Customer Success
Totango
AUGUST 16, 2022
Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.
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3 Customer Retention Strategies for the Pandemic’s Next Wave
ChurnZero
AUGUST 11, 2020
Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. This is shocking. The second quarter of 2020 was chaotic.
Four customer engagement strategies for SaaS companies
ChurnZero
MARCH 28, 2023
Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. Four customer engagement strategies Peter Drucker is attributed with saying “what gets measured, gets managed.”
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Why is Customer Retention Important for B2B SaaS Business?
CustomerSuccessBox
MARCH 25, 2021
No matter what era we live in, customer retention is something that will never fade away. Let’s see the process of acquiring new customers. You’ve spent considerable time creating various marketing and sales funnels to convince your customer how your product can solve their problems. So why do we do that? Wondering How?
10 Best SaaS Retention Strategies for your business!
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.
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5 SaaS Renewal Process Best Practices for Customer Retention
Totango
FEBRUARY 7, 2019
You should adopt a “time invested equals benefits gained” approach with your SaaS renewal best practices. With a focus on lifetime customer success rather than on quick revenue raising, you can turn your renewal process into a celebration of an ongoing partnership. The Top 5 SaaS Renewal Best Practices.
6 User Adoption Strategies for Growing SaaS Businesses
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.
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7 Step Customer Success Strategy for Higher Lead Conversion and Customer Retention
Totango
FEBRUARY 10, 2021
A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.
Five Contract Renewal Tools to Increase Customer Retention
Totango
FEBRUARY 9, 2022
The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Knowing how to use technology to optimize your contract renewal process can increase your retention rates and your revenue. Customer Success Management Software. What Is Contract Renewal?
Top 5 Customer Service & CX Articles for the Week of September 4, 2023
ShepHyken
SEPTEMBER 4, 2023
For companies aspiring to enhance their customer service, the hotel industry offers valuable insights and strategies that can be adopted across various sectors. You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers.
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Customer Success Metrics: 10 Key Indicators for SaaS Companies
Nicereply
OCTOBER 9, 2023
Customer success metrics are essential to the growth of every SaaS company. When it comes to your SaaS business, you need to be measuring and evaluating your customer success. This helps you analyze how much value your customers gain from your product, and you can select particular KPIs to help you do so.
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Customer Retention Strategies: 16 Methods for Retaining Customers
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. Why Do Businesses Need to Focus on Customer Retention?
Expansion Selling Strategies: Tips for SaaS Companies
CSM Practice
JULY 6, 2020
To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. 1. Fewer New Prospects.
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What is Customer Enablement? A Quick Guide for B2B & SaaS
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.
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Expansion Selling Strategies: Tips for SaaS Companies
CSM Practice
JULY 6, 2020
To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. 1. Fewer New Prospects.
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Mapping Your SaaS Customer Journey in Seven Steps
Totango
FEBRUARY 23, 2022
Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.
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How to Calculate and Improve Your Customer Retention Rate
Totango
MARCH 5, 2021
Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.
How SaaS Companies Can Improve Customer Experience
ChurnZero
NOVEMBER 9, 2021
Most of us are aware that it costs less to retain existing customers than to acquire new ones. That means that higher customer retention means higher profits for your business. But what makes a customer leave, and what makes a customer want to stay? It’s vital to customer retention.
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Why NRR (net revenue retention) is the one metric to rule them all for SaaS
ChurnZero
JULY 8, 2022
Oh, by the way, what’s your customer retention?” It was clear that, barring any wildly outlandish figures, customer retention wasn’t a dealbreaker in their decision to invest. Net revenue retention (NRR) is taking center stage as the qualifying metric for determining the health of a SaaS business.
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Customer Success Management in SaaS – LiveChat Team Strategy
LiveChat
SEPTEMBER 19, 2018
Why You Need a Customer Success Strategy. Every company, especially SaaS businesses, face some of the following challenges and situations: High churn rate. Customer complaints about issues you could’ve fixed a long time ago, or features you should already implemented. Convincing customers to come back to you.
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Evaluating Who Should Own Saas Renewals
ClientSuccess
FEBRUARY 8, 2023
Research Vectors by Vecteezy Many customer success leaders in the SaaS space are faced with the same question: who should own customer renewals? It’s an important question to answer, as it can make all the difference in customer retention and long-term success.
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Optimize Your SaaS Renewal Process
CustomerSuccessBox
MARCH 7, 2022
Customer retention is the lifeblood of a SaaS company. Where the foundation of SaaS customer retention is renewals. According to a research study, a mere 5% increase in customer retention can lead to a 25% increase in company profits. What is the Renewal process in customer success?
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Achieving 100% Customer Retention
CSM Practice
JULY 29, 2020
Customer retention is the process of engaging with existing customers to continue buying your products or services. If customer retention is poor, there is a high probability that your business is in jeopardy. Customer Retention Strategies. I think this is all a new normal for us.
Who is a Customer Retention specialist?
CustomerSuccessBox
MARCH 8, 2022
“Customer Retention” is kind of a buzzing word for the SaaS businesses on the digital platform. And to handle the tasks pertaining to customer retention, there is a Customer retention specialist who is also named as customer loyalty specialist. Learning resource – Customer Renewal Guide.
What is Customer Retention Cost?
CustomerSuccessBox
MARCH 25, 2022
Then while considering customer acquisition cost (CAC) why miss out on customer retention cost (CRC)? They both are of equal significance and when the matter is to retain your loyal customers to have repeat business with you, this metric needs a bit of attention as well. About customer retention cost.
Achieving 100% Customer Retention
CSM Practice
JULY 29, 2020
Customer retention is the process of engaging with existing customers to continue buying your products or services. If customer retention is poor, there is a high probability that your business is in jeopardy. Customer Retention Strategies. I think this is all a new normal for us.
Achieving 100% Customer Retention
CSM Practice
JULY 29, 2020
Customer retention is the process of engaging with existing customers to continue buying your products or services. If customer retention is poor, there is a high probability that your business is in jeopardy. Customer Retention Strategies. I think this is all a new normal for us.
5 Customer-Centric Marketing Strategies for SaaS Companies That Deliver ROI
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.
4 Ways to Speed Up New SaaS User Onboarding
Totango
JULY 31, 2020
Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. How SaaS Enterprises Can Streamline New User Onboarding.
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SaaS customer retention best practices to maximize renewals
CustomerSuccessBox
DECEMBER 4, 2018
In the SaaS world, the customer-acquisition-cost (CAC) is high and the initial payment is peanuts compared to the lifetime value (LTV) of the customer. That means the customer needs to renew their contract more than once. You may believe that if the customer does not have any problem, the customer will renew the contract.
Proactive Churn Prevention Promotes Customer Retention
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? This can happen if: They don’t have clear goals or a well-designed strategy.
How to Calculate the Cost of Customer Retention Versus Customer Acquisition
Totango
APRIL 30, 2021
Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition. Price comparison engines.
How to Improve Your Customer Expansion Management Strategy
ChurnZero
DECEMBER 17, 2021
Customer acquisition and customer retention are cornerstones of building and maintaining revenue, but customer expansion — and a robust customer expansion strategy — can also be pillars of success. What is a Customer Expansion Strategy ? Why is Customer Expansion Important for SaaS Businesses?
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4 Common Customer Onboarding Mistakes Most SaaS Companies Make
CSM Magazine
NOVEMBER 21, 2022
One of the most important things for the success of a B2B SaaS company is customer retention. A SaaS customer onboarding checklist is a great place to start but it is rarely enough. The creation of a good onboarding strategy is in a big part all about avoiding common pitfalls like the ones highlighted below.
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Coronavirus Impact on SaaS Customer Success (Survey Results)
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. Sales and retention forecast for mid-May 2020 is 67%.
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7 Customer Marketing Strategies to Increase SaaS Retention
ChurnZero
JULY 9, 2020
These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. They have loyal followings and student-customers who proudly display their certifications on LinkedIn to not only show off their product proficiency, but also their brand affiliation. .
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Complete guide about SaaS Content Marketing
JivoChat
NOVEMBER 22, 2021
Do you have a Software as Service (Saas) company and haven’t developed any marketing strategies yet? SaaS content marketing is an important part of conquering visibility and showing the importance of your service. . The importance of SaaS Content Marketing? 10 Saas Content Marketing strategies to implement.
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How to Improve Customer Retention—Even During a Pandemic
Totango
OCTOBER 8, 2020
Customer retention is the continuation of a valued service. In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Listen to Your Voice of Customer Programs.
How to Retain More Clients: Benefits and Strategies
Totango
MAY 6, 2021
What is customer retention ? We’ll discuss what customer retention means as a concept, as a strategy and as a metric. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. What Is Customer Retention?
Gross Retention Rate or Net Retention Rate- Which is the key customer retention metrics to track
CustomerSuccessBox
MAY 25, 2021
Have you ever heard any SaaS founder or VP -CS saying,” I‘m okay with losing a few customers every month?”. That’s because Customer Retention is critical. Customer retention is critical — particularly for B2B SaaS companies. Retaining a customer is way more profitable than acquiring new ones. .
How SaaS Companies Can Improve Customer Experience
ChurnZero
NOVEMBER 9, 2021
Most of us are aware that it costs less to retain existing customers than to acquire new ones. That means that higher customer retention means higher profits for your business. But what makes a customer leave, and what makes a customer want to stay? It’s vital to customer retention.
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What is SaaS and Why do CX Teams Go Crazy for It?
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? Runtime x ? ?
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9 Efficient Strategies to Reduce Customer Churn
JivoChat
JUNE 20, 2023
Customer churn can be defined as the number of customers who stop buying or using your company’s services in a period. It’s a relevant indicator of your business’s capability of retaining clients and creating effective strategies to build a strong base of loyal customers.
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