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

aircall

SEPTEMBER 11, 2017

Corporate finance teams tend to view customer support as a cost saver at best and a cost center at worst. These customer support statistics tell that revenue-related story. Poor Customer Support Stalls Growth. Nothing scares away future revenue quite like a reputation for subpar customer service.

Customer Support 115

Customer Support B2C Upselling B2B 115

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

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

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

JustCall

MARCH 9, 2023

Whether it’s comparing customer care vs. customer support or customer support vs. customer experience, all these terms are used interchangeably (and wrongly so). What is the Difference Between Customer Service and Customer Support? ” The short answer?

Customer Support 40

Customer Support Customer Service Average Handle Time Metrics 40

JustCall

MARCH 10, 2023

What is a Customer Support Workflow? Customer support workflow is essentially a sequence of steps or processes that a company follows to effectively and efficiently resolve customer inquiries, complaints, or issues. The end-result? You benefit from increased productivity and improved overall performance.

Customer Support 40

Customer Support Feedback Upselling Accountability 40

Squelch

JULY 30, 2019

the provider of a customer experience optimization solution that empowers customer support and success professionals with the knowledge and resources to delight customers, announced today that it has been named a finalist in the 2019 SaaS Awards in the category of Best SaaS Newcomer. Additional Resources.

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SaaS Upselling Enterprise Customer Support 40

Totango

JUNE 28, 2021

A f reemium strategy forms a foundation for SaaS marketing, but it’s often used without being understood. A freemium strategy uses a free version of a SaaS product to promote a premium version. Limited customer support. Creating opportunities for premium upsells. Here’s a closer look at the basics.

Upselling 89

Upselling SaaS Best practices Sales 89

CustomerSuccessBox

JANUARY 24, 2019

Customer Success is a new phenomenon and so, several companies club it with customer support. They feel that customer success is an extension to customer support. All the functions post sales have gained importance in the subscription economy as now the power is in the hands of the customers.

Customer Support 67

Customer Support Upselling SaaS Transportation 67

Totango

JANUARY 17, 2019

We’ve outlined six focus areas that will help you improve customer engagement and retention : Rapid onboarding. The right solution for the right customer. Support across your enterprise. Customer nurturing. Have a customer-centered renewal strategy in place. #1. You’re on a journey with your customers.

SaaS 74

SaaS Enterprise Customer retention Upselling 74

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 115

B2B Journey mapping SaaS Engineering 115

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

CSM Magazine

DECEMBER 6, 2023

Well-trained customer success representatives will also have a good understanding of key business processes, which ensures customers get consistent, accurate responses and quick response times. Say you run a digital marketing agency that serves SaaS companies. This Spotify upgrade banner shows a great upselling example.

Upselling 52

Upselling SaaS Advertising Marketing 52

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

SmartKarrot

JULY 13, 2020

Hence, upsell is the clear outcome of such a situation. Upsell is the practice of encouraging a customer to buy a higher version of the product that is more expensive than the one they are already using. When I say upsell, this word sounds more relevant from the seller’s point of view. Why Upsell? For Customers.

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Upselling SaaS Management Metrics 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. Build a brand reputation as a customer-centric business.

SaaS 86

SaaS Upselling Best practices Customer retention 86

JustCall

MARCH 29, 2022

The customer support function is in for a major metamorphosis- one where businesses are recognizing its full potential as not just an additive function, but as a multiplier. Traditionally, support reps focused only on ticket resolution and management. leverages existing customers as potential revenue-generation opportunities.

Customer Experience 98

Customer Experience Upselling Coaching First call resolution 98

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. What Is a Customer Engagement Strategy? Trials of upsell products. Renewal of subscriptions.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

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. This means a customer’s experience during onboarding can have a lasting impact on the relationship you build.

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. This means a customer’s experience during onboarding can have a lasting impact on the relationship you build.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

Help Scout

JULY 24, 2018

Understanding the difference between customer service and customer support can be a challenge. At first glance, customer service and customer support seem similar. Both fields involve helping customers. They employ similar skills like active listening and empathy to increase customer satisfaction.

Customer Support 40

Customer Support Customer Service Average Handle Time Upselling 40

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 92

Journey mapping SaaS Upselling Enterprise 92

CSM Magazine

MAY 26, 2022

With proactive monitoring of customer health scores, CX teams can identify and resolve issues that lead to dissatisfied customers before they hit the crisis point and before they have a chance to consider discontinuing their relationship with your company. Customers who contact support frequently are more likely to be less satisfied.

Engineering 52

Engineering SaaS Upselling Metrics 52

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

ClientSuccess

APRIL 13, 2017

Importance of Aligning Customer Success & Customer Support. Perhaps the most critical alignment in an entire organization is that of customer success and customer support. Customers are the lifeblood of an organization and are the sole reason for company growth, expansion, and revenue—year after year.

Customer Support 41

Customer Support SaaS Upselling B2B 41

CustomerSuccessBox

MAY 26, 2021

If you start looking online for a Customer Success Platform or a solution you’ll most likely come across a lot of discussion about “B2B SaaS, which might cause you to wonder if Customer Success software is only for Subscription-based, B2B companies. What is Customer Success? That’s just partially true.

SaaS 52

SaaS B2B Upselling Customer Support 52

Solvvy

JUNE 17, 2021

Catering your customer support to your individual customers can be accomplished easily with a smart, chatbot platform like Solvvy. Solvvy uses persona-based routing to use the information you already know about a customer or prospect to serve them solutions and content personalized specifically to them. Check it out!

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. All the above responsibilities cannot be handled by the Customer Success team from the start. .

Upselling 52

Upselling SaaS B2B Metrics 52

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

ChurnZero

FEBRUARY 9, 2021

Course Description: Customer success is a new field that goes beyond the more traditional sales, marketing, and customer support. Teams are being created to manage the customer life cycle and drive adoption, renewals, upselling, and advocacy.

Journey mapping 98

Journey mapping Best practices Consulting Consulting 98

CustomerSuccessBox

DECEMBER 12, 2019

Since the last 5 years, Customer Success has become a buzzword in not only the B2B SaaS industry but several other industries too. As companies have started understanding the benefits of customer success, they have started rushing into the field in the hope of getting quick returns on their investment.

SaaS 59

SaaS Upselling Construction B2B 59

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Augmented Reality Customer Experience.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

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

Mindtouch

OCTOBER 23, 2017

The customer support field has undergone a renaissance during the last five years. A flood of technological innovation has improved support experiences to bolster renewal rates and customer loyalty. As such, there’s been a perfect storm of market forces driving growth in self-service support. Why Customer Support?

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Self service Upselling SaaS Customer Support 65

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

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 90

Management Upselling Coaching Best practices 90