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.

Customer retention 63

Customer retention Advertising Engineering Upselling 63

CustomerSuccessBox

JUNE 28, 2021

But, the year 2020 has seen a boom in the Customer Success space, as a lot of SaaS businesses are now identifying Customer Success as a strong business imperative. The companies have realized the importance of customer success in an overall increase in revenue and profitability. Top Customer Success trends.

SaaS 52

SaaS B2C Customer retention Upselling 52

CustomerSuccessBox

APRIL 27, 2021

In a subscription economy, customer retention is a necessary focus for business as a SaaS customer only pays 5-15% of total potential Lifetime Value upfront, the rest will only come in as future revenue IF you’re able to retain that customer. One step missed can bring a huge impact on your saas retention rate.

Customer retention 52

Customer retention SaaS Accountability Engineering 52

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

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.

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. That’s where customer retention comes in.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

CustomerSuccessBox

SEPTEMBER 7, 2021

And in all these -the common thread- Customer Success. Customer Success as a stream has played an important role. So, without further ado, let’s see the Customer Success Trends as predicted by the CS experts. 1 Renewed focus on new customer onboarding. Like it is said, Retention starts at onboarding.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

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. Learn from three SaaS CEOs.

SaaS 98

SaaS Customer centricity Finance Best practices 98

ChurnZero

JULY 19, 2022

Many businesses start their relationship with potential long-term customers with free trials for their product or services. SaaS companies, however, have more to lose than your local grocery store if those customers don’t sign up for more. We’ll focus on Customer Success, process optimization, and personalization. .

SaaS 52

SaaS Feedback Personalization Upselling 52

Totango

MARCH 19, 2021

It is only when we look at this as one interconnected journey, from the customer’s perspective, that we can really drive customer success and business growth. Try it for free to see how Totango’s Spark Platform can help you promote better customer journeys and improve your customer’s experience.

Best practices 124

Best practices Customer retention Upselling SaaS 124

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. .

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Customer retention Upselling Chief Customer Officer 52

CustomerSuccessBox

NOVEMBER 17, 2021

A major shift in the distribution model of software meant that SaaS metrics needed to evolve. We will be discussing all Net Revenue Retention in this blog. What is Net Revenue Retention? If you are a SaaS business, churn is your devil with the pitchfork. Customers are unsteady, they sometimes run off to your competitors.

Upselling 52

Upselling SaaS Metrics Accountability 52

CustomerSuccessBox

APRIL 26, 2022

Within the first week, a majority of B2B SaaS companies lose 75% of their new consumers ! So, if you’re a B2B SaaS firm, you might want to consider using customer onboarding software to mitigate these problems. Choosing a new customer onboarding software can be a lengthy and complicated process for some customer success teams.

SaaS 52

SaaS Upselling B2B Customer retention 52

CSM Practice

DECEMBER 8, 2019

Customer churn is a vital metric for the success of any SaaS company and its customer success team. It is the rate at which customers cease their relationship with a business over a specified period. At the same time, a 5% increase in customer retention rates can increase profits by up to 95%.

SaaS 88

SaaS Customer retention Accountability Feedback 88

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. You can have a look at the 7 types of SaaS Customer Churn you may not be aware of!

SaaS 52

SaaS Customer retention Accountability Upselling 52

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

CSM Practice

FEBRUARY 24, 2020

The Average Revenue Per Account is a profitability metric that assesses your company’s revenue per customer account, usually calculated on a yearly, quarterly, or monthly basis. Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income.

Metrics 52

Metrics Upselling SaaS Accountability 52

Totango

DECEMBER 3, 2020

As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. . This continues a trend of high reliance on CS teams in the past few years, and with it has come an evolution in the compensation structures for these team members.

Upselling 64

Upselling Accountability Enterprise Metrics 64

ChurnZero

JUNE 24, 2020

. “A Little Less Conversation” by Elvis Presley, Junkie XL (For inspiring your customers to take action). “I Feel Good” by James Brown (For when that renewal/upsell contract comes through). “We are the Champions” by Queen (For all of your Champions across your customer accounts).

Upselling 64

Upselling SaaS Customer retention Surveys 64

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.

SaaS 52

SaaS Upselling Education Customer retention 52

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. Conversion: persuaded by your value proposition, your prospect makes their first purchase and becomes a paying customer. Onboarding.

SaaS 66

SaaS Best practices Upselling Education 66

ProProfs Blog

APRIL 17, 2020

In short, your success relies on the fact that your customers don’t leave you. And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%. That’s one of the reasons why y ou formulate strategies to retain your customers. 5: Customer Satisfaction Score. #6:

Metrics 142

Metrics Customer retention SaaS Surveys 142

Nicereply

MAY 11, 2020

Even if you can somehow start filling the bucket faster, you’re still losing valuable customers. Patching up the hole (or improving customer retention ) means keeping more customers in the business bucket. A 5% increase in customer retention increases business profits by 25%-95%. for new customers).

Customer retention 115

Customer retention SaaS Metrics Surveys 115

Totango

JUNE 4, 2021

Another way to apply personalization to engagement is to offer customers promotions based on their history, needs and behaviors. By tying your cross-sell and upsell offers into your customers’ actual use of your product, you not only increase engagement, but you increase the attractiveness of your offers, helping boost your revenue.

B2C 62

B2C Upselling Journey mapping B2B 62

CustomerSuccessBox

SEPTEMBER 2, 2021

Customer Acquisition Cost (CAC) can be calculated by dividing all the Marketing and Sales costs required to acquire a new customer within a specific time. An average SaaS business spends 92% of their first-year revenue on customer acquisition. In other words, it takes 11 months to pay back their customer acquisition cost.

SaaS 52

SaaS Metrics Advertising Sales 52

CSM Practice

FEBRUARY 24, 2020

The Average Revenue Per Account is a profitability metric that assesses your company’s revenue per customer account, usually calculated on a yearly, quarterly, or monthly basis. Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

The Average Revenue Per Account is a profitability metric that assesses your company’s revenue per customer account, usually calculated on a yearly, quarterly, or monthly basis. Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income.

Metrics 52

Metrics SaaS Customer retention Upselling 52

Totango

OCTOBER 20, 2022

At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. What Makes a Good Customer Success Manager? Problem-Solving.

Management 91

Management Upselling Coaching Best practices 91

CustomerSuccessBox

MARCH 28, 2022

Most SaaS firms see Customer Success as a necessary evil. Customers buy your product to achieve their goals. If they do, you’ll have more revenue in the form of renewals, upsells, etc. It is the responsibility of the customer success team to ensure that a customer makes a repeat purchase.

Calibration 52

Calibration SaaS Customer retention Construction 52

SmartKarrot

APRIL 5, 2022

SaaS companies undergo a dynamic learning process. Though every SaaS founder is in the game to solve certain problems, they might make some mistakes along the way. However, it is tough to make the cut, and hence many SaaS startups fail due to bad strategy, planning, and miscommunication. Lack of understanding of the SaaS Model.

SaaS 11

SaaS Feedback Metrics Upselling 11

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). The businesses, approaches, trends, focus areas, etc have evolved over time and more so after 2021. As we enter another year, Customer Success is poised to be more sophisticated. Net Revenue Retention (NRR).

SaaS 52

SaaS Metrics Accountability Upselling 52

Totango

APRIL 24, 2020

In customer retention, every engagement counts. Rather, customer retention for SaaS enterprises is a result of the customer experience. Why Customer Retention Matters. The digitization of business has made customer retention the lifeblood of the Software-as-a-Service industry.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

ChurnZero

JANUARY 17, 2020

The consistency afforded by automating your CS onboarding process can uncover common trends and bottlenecks and provide s insight into what works and what doesn’t. Or perhaps upsell opportunities? On Accurately Organizing Customers . CSMs know that not all customers are created equally. Request a demo here. .

Best practices 72

Best practices Accountability Upselling SaaS 72

ChurnZero

APRIL 27, 2021

As ChurnZero recently secured a Series B investment bringing our total funding that has been raised to date to $35 million, we thought we’d take a look back and see the role that Customer Success plays at each respective stage of funding for SaaS companies. Your customer base, and therefore revenue need to be recurring as well.

SaaS 98

SaaS Metrics Sales Marketing 98

CSM Practice

SEPTEMBER 25, 2020

06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 13:20 – Nick shares his blog post about the four-step playbook for reopening with your customers. 16:40 – Irit discusses a part of the survey result that shows companies are planning on letting customer success managers go or shrink.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85