Totango

JANUARY 17, 2019

In order to run a successful enterprise, you have to think in terms of customer growth and expansion. Support across your enterprise. Not to get too philosophical, but each journey begins with a first step, and in the SaaS domain, that means onboarding. Support Across Your Enterprise. Customer nurturing.

SaaS 74

SaaS Enterprise Customer retention Upselling 74

Totango

AUGUST 16, 2022

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. Identifying customers in the market for upsell offers and referral invitations.

Customer retention 100

Customer retention Upselling CRM SaaS 100

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. A customer engagement strategy is an action plan for promoting active client use of your SaaS product.

Journey mapping 77

Journey mapping SaaS Enterprise B2B 77

Totango

FEBRUARY 6, 2020

Now more than ever, SaaS organizations have to work hard to help their customers succeed and keep them satisfied. By paying attention to a few key customer success factors designed to help you thrive in today’s digital conditions, you can shape your entire enterprise around your customer’s needs and become an integral part of their future.

Enterprise 62

Enterprise Customer centricity Metrics Upselling 62

Totango

SEPTEMBER 13, 2022

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. What Are The Benefits Of Having A Customer Success Playbook in SaaS? The benefits of customer success playbooks for SaaS providers are numerous. Onboarding.

SaaS 87

SaaS Upselling Best practices Customer retention 87

Totango

AUGUST 18, 2022

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. Why Optimizing Your SaaS Onboarding Matters.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

Totango

JANUARY 8, 2019

Most subscription-based enterprises look at “churn rates,” or the percentage of customers who cancel their subscription every year. Luckily, there are two other KPIs we can turn to as well to get a more complete picture of the health of your enterprise. Don’t use this as an upsell opportunity, which customers can smell a mile away.

Enterprise 54

Enterprise Upselling Surveys B2B 54

SmartKarrot

NOVEMBER 24, 2023

In the dynamic realm of B2B, where every move counts, mastering the art of upselling is no longer a mere choice but a strategic imperative. In this discourse, we’ll unravel seven B2B upsell strategies that, in my experience, work wonders for boosting Net Revenue Retention (NRR) and fortifying customer relationships.

Upselling 10

Upselling B2B Education Analytics 10

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

Totango

MARCH 4, 2022

In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. Finally, we’ll explore what B2B customer service and customer success have in common and why you need them to work together to achieve winning SaaS business results. What is B2B Customer Service?

B2B 92

B2B Customer Service Interactive Voice Response B2C 92

Totango

JULY 16, 2019

This has irrevocably changed how enterprises need to approach customers. Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years. And this repeated revenue stream is the lifeblood of SaaS and related enterprises.

Upselling 68

Upselling Enterprise Metrics SaaS 68

Totango

JUNE 4, 2021

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. Ask for Customer Feedback. Asking for feedback is a simple yet effective way to boost engagement. Reward Customer Loyalty.

B2C 62

B2C Upselling Journey mapping B2B 62

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. Leverage Voice of Customer Feedback. Leverage Voice of Customer Feedback.

B2B 62

B2B Enterprise Best practices Upselling 62

Totango

MARCH 10, 2020

Prioritize Escalations and Cherish Feedback. Their overall goals and reasons for selecting your solution should be captured during the sales process and then built upon and shared among every team within your enterprise as they progress through the customer journey. Prioritize Escalations and Cherish Feedback.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

Totango

OCTOBER 20, 2022

CSMs act as the voice of the customer bringing user experience feedback to the product team. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. CSM role duties may vary by company. What Makes a Good Customer Success Manager?

Management 91

Management Upselling Coaching Best practices 91

Totango

JULY 16, 2019

This has irrevocably changed how enterprises need to approach customers. Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years. And this repeated revenue stream is the lifeblood of SaaS and related enterprises.

Upselling 48

Upselling Enterprise Metrics SaaS 48

Totango

APRIL 5, 2019

This could mean giving more attention to accounts that are in danger of churning or it could mean finding opportunities for upsells based on high usage rates. In the customer-centered approach to business , enterprises are no longer defined by sales and renewals. Gross upsell. Let’s take a closer look at each metric.

Metrics 73

Metrics Upselling Accountability Enterprise 73

Totango

FEBRUARY 10, 2021

Incorporate customer feedback. 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). Adoption: actions your customer takes which promote increased use of their purchase (such as learning advanced features of a SaaS app).

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

Totango

MARCH 24, 2020

The resulting subscription and SaaS supplier models spread customer lifetime value across repeated cycles of renewal and upsell and give customers the power to walk away if they’re not satisfied. These tools let you prioritize your accounts so that those in danger of churn and those ready for renewal and upsell get fast attention.

B2B 59

B2B Management Upselling SaaS 59

CSM Practice

AUGUST 24, 2020

Its focus is on capturing large enterprise clients, and its solutions have deployed across the globe with the help of 16 members of its customer success team. . Surprisingly, this resulted in an increase in customers opting into this type of session while allowing the CSMs to get immediate feedback and results.

Construction 52

Construction Best practices Upselling Sales 52

SmartKarrot

SEPTEMBER 27, 2022

This can happen when customer success playbooks are tweaked to take cognizance of enterprise customers. Top 5 Reasons why Enterprise Customer Success is Different. SaaS (Software As A Service) companies need to know how enterprise customers are different. Here are the reasons why enterprise customer success is different.

Enterprise 10

Enterprise Accountability Management Revenue potential 10

Squelch

JULY 23, 2019

In part two below, we explore how customer success has evolved as SaaS and other subscription-based companies increase in popularity and what being customer centric truly means. How has the role of customer success evolved with the rise of SaaS companies? They don’t collect customer feedback. What do I mean by that?

Customer centricity 53

Customer centricity SaaS Chief Customer Officer Sales 53

JustCall

NOVEMBER 25, 2022

In such cases, sales intelligence can pick up cues that can lead to more sales and upselling. For instance, a SaaS enterprise will consider different buying signals from an eCommerce store. The trial period can be carefully monitored and customer feedback is taken into account. Here are some key signals to look out for.

Sales 52

Sales B2B CRM Finance 52

SmartKarrot

DECEMBER 2, 2021

Apply here: [link] Role: Director of Customer Success Location: Remote, New York, NY, US Organization: OMEGA POINT (OMPNT) As a Director of Customer Success, you will focus on customer success as it relates to revenue growth (renewals & upsell). Identifying upsell opportunities for net-new license and services engagements.

Upselling 19

Upselling Enterprise Customer centricity SaaS 19

Amity

DECEMBER 14, 2016

In the always-on world of SaaS, the role of customer success varies across companies and industries. Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. 2-3pm Customer Training: We offer one-hour customized webinar-style training sessions for all of our Enterprise customers.

Management 84

Management Finance Enterprise Accountability 84

Totango

JANUARY 24, 2019

You need to adopt a company-wide strategy and prioritize your customer approach based on actual customer data in order to reduce churn and capitalize on upsell opportunities. These points include: Direct feedback via survey and satisfaction scores. E2C: Enterprise to Customer Growth Strategy. Defining Your Customer.

Upselling 54

Upselling Best practices Accountability SaaS 54

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. Read on to learn the keys to effective customer success for SaaS clients. Read on to learn the keys to effective customer success for SaaS clients. How Is Customer Success for SaaS Different from Other Businesses.

Best practices 103

Best practices SaaS Journey mapping B2C 103

SmartKarrot

JULY 29, 2022

Can successfully manage their book of business on their own with minimal involvement from senior management and consistently hit target upsell goals. Create the best SaaS customer experience across onboarding, support, and customer management. Identify upsell and cross-sell opportunities and communicates to AD.

Upselling 19

Upselling CRM SaaS Accountability 19

Squelch

JULY 23, 2019

In part two below, we explore how customer success has evolved as SaaS and other subscription-based companies increase in popularity and what being customer centric truly means. How has the role of customer success evolved with the rise of SaaS companies? They don’t collect customer feedback. What do I mean by that?

Customer centricity 40

Customer centricity SaaS Chief Customer Officer Sales 40

CSM Practice

APRIL 13, 2021

Identifying opportunities for upselling and cross-selling is one thing a CSM must deliberately focus on to implement proactive expansion selling. At the heart of the SaaS business model is increasing customers’ value over their lifetime. Upsell and cross-sell opportunities within that segment are not found through sheer luck.

Management 52

Management Customer retention Upselling Accountability 52

CSM Practice

JANUARY 1, 2017

Recently, many companies are moving from on-premise to SaaS. Today, we will explore the differences between customer success program for SaaS vs. On-premise products. We engaged Noy Bar from HP Enterprise (HPE) and Anna Connell from Proofpoint in exclusive interviews on this topic.

SaaS 58

SaaS Metrics Accountability Best practices 58

SmartKarrot

FEBRUARY 21, 2023

commercial expertise in upselling and/or renewals. knowledge of market research, consumer feedback, and user requirements. Enterprise SaaS/cloud software customer success positions require a minimum of seven years of progressive experience. Create scalable and effective delivery processes.

Upselling 19

Upselling Technical Support SaaS Consulting 19

SmartKarrot

FEBRUARY 8, 2022

Partner with cross-functional teams to ensure customer feedback is incorporated into the product roadmap. Forecast upcoming renewals and upsell opportunities. Run upsell sales cycle process. Lead software demonstrations and learn in an ongoing way about Enterprise Architecture. Respond to customers with low usage.

Upselling 19

Upselling B2B Customer centricity SaaS 19

SmartKarrot

AUGUST 27, 2021

Role: Vice President of Customer Success Location: Remote, Salinas, CA, US Organization: HeavyConnect As a Vice President of Customer Success, you will act as a role model of HeavyConnect’s values for the Customer Success teams and build on the SaaS customer-centric environment.

Enterprise 19

Enterprise Accountability Upselling Customer centricity 19

SmartKarrot

AUGUST 23, 2021

Translate customer feedback into product requirements. Respond to incoming NPS survey responses, collect customer feedback, and relay insights to our product team, Help resolve support queries and escalate issues to our product team if required. Execute consulting projects with customers.

Upselling 19

Upselling Consulting Consulting B2B 19

Totango

AUGUST 12, 2020

The rise in SaaS and subscription business models with low upfront costs and regular renewal windows means customers can make emotional and rapid decisions to leave an agreement with little consequence. Get the Whole Enterprise Involved. The customer should also have a place to share feedback. Set Milestones. Assess Results.

SaaS 87

SaaS Upselling Enterprise Best practices 87

Talkdesk

MAY 3, 2017

Last week, Talkdesk launched AppConnect , the first enterprise app store. NomNom offers the ability to centralize all customer feedback and user research data in one place, with powerful search, automation, and collaboration capabilities. NomNom helps teams learn more from customers faster.

Contact Center 40

Contact Center Call Center Upselling SaaS 40