CustomerSuccessBox

APRIL 11, 2019

A lot of Customer Success leaders and Founders I have talked to since starting at CustomerSuccessBox have been confused about what customer tech stack to use at their SaaS businesses. So this got me thinking about what should be the Customer Success Tech Maturity Model. Level 2: Customer Support + CRM + Excel.

Upselling 80

Upselling CRM SaaS Customer advocacy 80

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

ChurnZero

AUGUST 14, 2020

Use these data fields to create segments, trigger alerts, run automated playbooks, send NPS campaigns, manage customer journeys, and calculate ChurnScores. Customer Support/Service Software and Ticketing Systems. What is customer support software? Customer Support/Service or IT Operations.

CRM 87

CRM Finance Upselling Accountability 87

Totango

JUNE 4, 2021

Or if a customer has not used an important feature yet, you can remind them about it with in-product messaging or by providing an NPS survey. The Increase Customer Adoption SuccessBLOC can be configured to provide relevant prompts based on specific behaviors. Reward Customer Loyalty. Ask for Customer Feedback.

B2C 62

B2C Upselling Journey mapping B2B 62

CustomerSuccessBox

MAY 9, 2022

Doing business while keeping a pleasant client relationship has become exceedingly challenging in today’s hyper-competitive SaaS industry. The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn).

Metrics 52

Metrics Upselling Customer advocacy CRM 52

Totango

MARCH 4, 2022

Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. What is B2B Customer Service? Lost passwords.

B2B 92

B2B Customer Service Interactive Voice Response B2C 92

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.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Totango

APRIL 30, 2021

Customer support for sales transactions. When you add up all the factors which go into acquisition, the cost of customer acquisition quickly becomes expensive. Customer engagement and adoption systems and programs. Customer marketing to promote renewals cross-sells and upsells. Web design and maintenance.

Customer retention 63

Customer retention Advertising Engineering Upselling 63

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. Update Customer Knowledge Bases. This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

Nicereply

MAY 11, 2020

McKinsey found that repeat e-commerce customers spend more than double what new customers spend ($52.50 average cart size for repeat customers, compared to $24.50 for new customers). SaaS businesses can see a similar benefit by upselling existing customers and providing more value as the account grows.

Customer retention 115

Customer retention SaaS Metrics Surveys 115

Totango

FEBRUARY 10, 2021

Lead conversion: the decision-making process which converts a prospect into a buyer (such as signing up for a free trial of a SaaS product). Onboarding: actions your customer takes after purchase to become an active user of your product or service (such as activating their SaaS account and setting up their profile).

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

CSM Practice

APRIL 13, 2021

As a customer success manager, you have to connect with your customer over their triumphs and frustrations to develop a long-term relationship. Customer success managers often encounter obstacles and pressure in retaining and keeping numerous accounts. Challenges. Making a Difference as a CSM.

Management 52

Management Customer retention Upselling Accountability 52

CSM Practice

JULY 24, 2019

Here are some solutions that you can use to foster a customer-centric mindset across all departments in your SaaS company: 1. Align Strategy with Customer Needs. Understand your existing customers through customer feedback obtained from surveys and interviews.

Customer centricity 45

Customer centricity Feedback Finance Upselling 45

JustCall

APRIL 5, 2023

These include the need to create value for customers on a recurring basis as well as lowering the switching costs for customers. Traditional customer support models will not cut it. This includes collating information from surveys, marketing initiatives, and/or team interactions, etc. out of 5 stars.

Management 52

Management CRM Analytics Customer retention 52

SmartKarrot

JULY 29, 2020

Even if the customers would return to the same brand for buying another product, that represented a very small percentage of the company’s overall customer base. Specially in the SaaS industry, where upfront payment has reduced to a minimal amount, customers are more free to reexamine their choice of product at any given time.

SaaS 10

SaaS Customer retention Upselling Feedback 10

SmartKarrot

JULY 17, 2020

In any SaaS organization, there are many metrics they consider to measure their business growth. One such metric that is widely used in SaaS companies is customer lifetime value. There are many areas of generating revenue for a SaaS business through its customers. Not all customers are the same.

SaaS 10

SaaS Feedback Metrics Surveys 10

Amity

SEPTEMBER 25, 2017

There’s quite a lot that falls under the Customer Operations bucket, including the majority of things that are customer facing and post-sale. Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services.

B2C 0

B2C SaaS Accountability B2B 0

Help Scout

SEPTEMBER 18, 2018

We’ve seen tremendous success with it at Help Scout since formalizing the initiative earlier this year, and we’re excited to share those results with you now — and hopefully spark a broader conversation about how Support-Driven Growth can benefit a range of customer-centric businesses. What is Support-Driven Growth? Yes, and …”.

Coaching 40

Coaching Customer centricity Upselling Sales 40

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. Stage in the customer lifecycle journey — how recently did they sign up for a subscription? Connect With Your Customers Using Strong Talk.

Customer retention 52

Customer retention SaaS Education Feedback 52

SmartKarrot

SEPTEMBER 12, 2022

Apply here: [link] Role: Customer Success Manager – SMB Location: London, England, United Kingdom Organization: HiBob As a Customer Success Manager, you will manage a large portfolio of small accounts with a focus on enablement at scale and value realization, yielding to a super-high renewal rate.

Best practices 19

Best practices Metrics Upselling Accountability 19

Amity

SEPTEMBER 25, 2017

There’s quite a lot that falls under the Customer Operations bucket, including the majority of things that are customer facing and post-sale. Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services.

B2C 60

B2C SaaS Accountability B2B 60

SmartKarrot

JULY 30, 2021

It’s a powerful, emerging marketing tool – customer success. Weren’t we providing customer support and customer service all this while, they ask. Well, yes, but no, customer success is not the same as customer support or after-sales service. What is customer success management?

Upselling 10

Upselling SaaS B2B Metrics 10

ProProfs Blog

APRIL 12, 2019

A loyal customer base is the cornerstone for any successful business. More so for Software-as-a-Service (SaaS) companies since acquiring new customers on a B2B level is much more difficult. This makes customer retention a necessity for SaaS-based companies. A high churn rate is quite alarming for a SaaS company.

SaaS 120

SaaS Customer retention Surveys Morale 120

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.

SaaS 106

SaaS Journey mapping B2B Feedback 106

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Pointillist

MARCH 22, 2018

JetBlue has in the past made as much as an additional $140million in revenue through its upsell program called ‘Even More Space.’. There are many such examples of B2C and B2B companies that are using upsell and cross-sell opportunities to generate profits. In this post, I take a detailed look at: What is upsell and cross-sell?

Upselling 71

Upselling Analytics B2B B2C 71

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

NOVEMBER 3, 2021

It means managing the customer and their expectations at every point in the journey to align goals, reduce churn, and increase upselling opportunities. In this blog, we will focus our attention on top customer success strategy examples that have reaped rich dividends for various B2B SaaS companies. Expansion offers.

Education 10

Education Upselling B2B Feedback 10

SmartKarrot

APRIL 20, 2023

Support Playbook: This type of playbook encompasses all the necessary information that is needed by a customer support team member to successfully resolve customer issues that occur on a recurring basis. These tools help businesses identify at-risk customers and upsell or cross-sell opportunities.

Chatbots 19

Chatbots Analytics Upselling CRM 19

Totango

SEPTEMBER 15, 2022

A customer success dashboard provides a powerful tool for tracking key performance indicators (KPIs) and ensuring that your clients are experiencing satisfying outcomes. But the number of customer success metrics SaaS providers can track is extensive. These are just a few SaaS dashboard examples out of many you could create.

Metrics 93

Metrics Upselling SaaS Accountability 93

SmartKarrot

MARCH 31, 2022

Well, that is how startups and SaaS companies feel when they do not take customer success seriously. To grow a SaaS company, it is important to communicate and engage with customers as much as possible. Customer success needs to curate a good customer experience to retain customers for a long-term commitment.

SaaS 10

SaaS Sales Feedback Upselling 10

SmartKarrot

AUGUST 13, 2020

Plus, you increase the probability of generating new upselling and cross-selling opportunities. Customers want reassurance that the brands they purchase from value their opinions and needs. A great way to display this is to regularly request feedback and inputs through surveys and direct communication.

Customer retention 10

Customer retention Entertainment Feedback Upselling 10

SmartKarrot

JULY 30, 2020

Customer Success is the buzzword in the modern SaaS companies. It is a broad term to define the company’s approach towards retaining its customers and expanding their business with them. In this blog, we are going to see various customer success team roles along with their titles that companies are employing in this department.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling Journey mapping 10

ProProfs Blog

APRIL 17, 2020

For example, you need access to metrics like NPS, average response time and others like it to make sure you come up with relevant strategies that help you retain more customers. In one of the surveys too, 47% of business owners find customer satisfaction to be one of the most important metrics to measure success. So, buckle up.

Metrics 142

Metrics Customer retention SaaS Surveys 142

SmartKarrot

SEPTEMBER 21, 2020

Out of all the metrics for different business units, we are going to discuss today about the customer success metrics. Customer-centricity is the philosophy that modern SaaS companies are progressively adopting to retain their customers. And for strategies to take the form of actions, we need customer success metrics.

Metrics 10

Metrics SaaS Upselling Customer centricity 10

CustomerSuccessBox

MAY 16, 2022

Since you choose to read this blog, I suppose you already know the gravity of Customer Success in a B2B SaaS business. The crux of providing a great customer experience to the customer lies in maintaining great customer health throughout the entire customer lifecycle. The CS tech has evolved exponentially.

Management 52

Management Upselling SaaS Accountability 52

Lumoa

MARCH 12, 2023

Better targeting and customer engagement results in more sales. Real-time insights into customer preferences and trends makes it easier to identify opportunities for cross-selling, upselling, and personalized promotions. Streamlined customer journey mapping. Evaluate vendor support and expertise.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83