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

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

ClientSuccess

JULY 20, 2021

As a CSM working in SaaS, you already know customers are worth their weight in gold to your business. It can be markedly more expensive to find new customers rather than keeping existing ones, not to mention taxing on internal resources. Customer retention is the responsibility of more than just the CSM team.

SaaS 69

SaaS Customer retention Upselling Accountability 69

ClientSuccess

SEPTEMBER 26, 2019

Beyond the basic financial metrics that most executives consider, look at customer health metrics such as customer engagement and net promoter scores, usage metrics such as product usage and adoption, and the metrics of your customer success team’s performance to determine if you need to take additional action. .

Customer retention 49

Customer retention Metrics SaaS Upselling 49

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. Making upsell offers.

B2B 116

B2B Journey mapping SaaS Engineering 116

SmartKarrot

FEBRUARY 15, 2022

Success in SaaS is not as easy as it seems. Boosting sales and acquiring customers will not be sufficient. You need to retain customers, and the best way to do that is with winning customer success strategies. A key aspect of customer retention and customer success is ensuring you get customer loyalty.

SaaS 10

SaaS Education Upselling Technical Support 10

ChurnZero

DECEMBER 29, 2020

Learn how to spot the signs that it’s time to revamp your onboarding as well as the dos and don’ts of improving the most influential phase of your customer’s journey. The SaaS Debate: Who Owns the Renewal and Upsell? Customer Success vs. Sales. Top 4 Metrics Chief Customer Officers (CCOs) Must Know.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

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

SmartKarrot

MARCH 2, 2022

And this is even more difficult when it comes to companies that offer SaaS products. One of the main reasons for this is that the market is already flooded with competitors, many of whom compete for customers’ already limited attention in both B2B and B2C environments. Top 5 Growth Marketing Strategies for SaaS Products. #1

SaaS 12

SaaS Marketing Upselling Engineering 12

CustomerSuccessBox

NOVEMBER 19, 2018

We hear a lot in Customer Success about Voice of the Customer (VOC) but Debbi Stanley, CFRE , Vice-President of Sales & Customer Success, Rallybound feels there is a more important term – VOD or Valley of Death. The faster the customer achieves desired outcome, the higher the chances of customer retention.

SaaS 72

SaaS Metrics Benchmark Upselling 72

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. Metrics you could track include: Customer usage behaviors — when do your customers log on, and for how long?

Customer retention 52

Customer retention SaaS Education Feedback 52

ClientSuccess

NOVEMBER 26, 2018

While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, and having upsell conversations, their customer marketing strategies and results can often fall short.

Marketing 56

Marketing Upselling SaaS Customer retention 56

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Naturally, businesses will want to rely on customer loyalty for sustainable growth and profitability. This is where customer success comes in. In this blog, we’ll learn how.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Totango

SEPTEMBER 24, 2020

In a real-world sense, however, value is the potential for success a customer gains by partnering with you and your product. Creating value for customers depends on your ability to deliver on your promise of value through your product. . The Importance of Creating Value for Customers.

Enterprise 78

Enterprise Upselling Accountability Metrics 78

SmartKarrot

JULY 16, 2020

Of the many old adages in the customer success business, one says that keeping the clients that are already using your software is way better than attracting the new ones. Client retention is all about acquiring your customers, boosting revenue, and saving up the company’s money. Key Retention Metrics.

SaaS 10

SaaS Metrics Customer retention Upselling 10

ChurnZero

APRIL 5, 2019

Customer Success Performance Management (Goals and KPIs). If a customer isn’t engaging in upselling, they are often heading towards churn. When scaling a Customer Success team, you have to paint the picture in terms of ‘ what is the least they could do. Upcoming Webinar. Customer Success Around the Web.

Customer centricity 40

Customer centricity Upselling Accountability Customer retention 40

ChurnZero

JUNE 28, 2019

If you are a Tetris player or a Customer Success Manager (CSM), you know that small actions can have huge impacts and yield unexpected results. As a Customer Success professional, you should always be thinking one step ahead. The same can be said when it comes to the complex nature of many B2B SaaS products. Upcoming Webinar.

B2B 49

B2B B2C Entertainment Customer advocacy 49

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

ChurnZero

OCTOBER 25, 2019

It is time to boldly revamp your onboarding process to instead focus where your customers struggle the most – developing the capacity to drive internal success on their own. No worries if you missed the webinar (or would just simply like to view it again) you can view it on-demand here. Upcoming Webinar.

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Technology 49

ChurnZero

MARCH 22, 2019

Did you know: For every 1% increase in revenue retention, a SaaS company’s valuation increases by 12% after five years? This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. Q&A Recap.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

Totango

AUGUST 12, 2020

Your customer signed on in search of value, and the quicker you can deliver that value, the more likely you are to build lasting relationships with customers. 5 Tips to Maximize the Customer Onboarding Experience. Train Your Customer. Your customer should be set up for success before they even start using your software.

SaaS 87

SaaS Upselling Enterprise Best practices 87

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Customer satisfaction and feedback surveys. Upsell purchases.

SaaS 106

SaaS Journey mapping B2B Feedback 106

SmartKarrot

MAY 28, 2021

For a service company, the focus is on being open and true with customers, renewals, upsells, keeping communication safe, and looking out for churn. The focus is on keeping customers happy with the new language and properties. Service companies need to work like SaaS companies by keeping customer success at the core.

SaaS 10

SaaS Education Customer retention Upselling 10

SmartKarrot

JUNE 30, 2021

Businesses and product creators need to know how the product works and is adopted by customers. Customer onboarding Training Engagement Product experience. Why Product Adoption is Critical for SaaS Success? Product adoption is when customers are comfortable with the product and know how to derive value from it.

SaaS 10

SaaS Upselling Metrics Advertising 10

Totango

MARCH 2, 2021

Then we’ll break down how you can deliver value at each of your customer journey stages to promote higher customer retention and brand advocacy at the end of the process. Mapping the Stages of Today’s Customer Journey. The SaaS business model has transformed contemporary understanding of customer journey stages.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

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.

SaaS 83

SaaS Customer Service Customer Support Best practices 83

CustomerSuccessBox

JULY 29, 2020

According to James this is the first time Customer Success (CS) has come into the spotlight and hence it a perfect opportunity for the CS community to shine and make an impact. Due to the pandemic, smart companies are focussing on customer retention and revenue retention as customer acquisition is hard now.

Upselling 52

Upselling Metrics SaaS APIs 52

ChurnZero

JANUARY 17, 2020

In a SaaS company it is vitally important to know how and when my customers are using the platform in order to take advantage of a patterns… [one can] see an upsell opportunity or save a customer from churning by seeing a decline in usage.” . Or perhaps upsell opportunities? On Accurately Organizing Customers .

Best practices 72

Best practices Accountability Upselling SaaS 72

Amity

FEBRUARY 2, 2016

Exploring the Top 5 Benefits of Customer Success. The nature of the SaaS model means that there is a very direct relationship between your company’s ability to achieve its corporate goals and your customers’ ability to achieve their goals. Why the Customer Success Manager is the Product Manager’s New BFF.

SaaS 80

SaaS Education Customer retention Sales 80

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success?

SaaS 66

SaaS Metrics Accountability Technical Support 66

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success?

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success?

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success?

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success?

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

MARCH 19, 2014

You’ve probably read your fair share of information online about customer success. Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. Customer Growth & Expansion.

SaaS 54

SaaS Metrics Accountability Technical Support 54

SmartKarrot

OCTOBER 13, 2022

Hence, it is important to comprehend how you can drive expansion transformation before diving into who owns the expansion revenue and how CSMs can prepare their customers for account expansion. . What do you mean by the term expansion revenue in B2B SaaS? In essence, your current customers spend more than they did the previous month.

Accountability 10

Accountability Management Upselling Customer advocacy 10

JivoChat

JUNE 1, 2021

A good example is to hold an online webinar, which is a touchpoint that allows you to present your offer to prospects, and potentially generate leads or sales. Not every touchpoint will be “direct” (where the customer interacts with a representative of your company, your website, or your advertising). Network referrals.

CRM 52

CRM Advertising Chatbots Surveys 52