ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Nurture with Networking Events. Most companies’ event budget is allocated towards prospecting and brand awareness. Uncover Opportunities With Upsell Campaigns.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

AUGUST 14, 2020

Product analytics software tracks user engagement with your product including page and feature events. Know exactly how customers use (or don’t use) your product and analyze usage trends over time by capturing feature and page events as well as time-in-app metrics and online status monitoring at the contact and account level.

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. Use your customer journey map to plan events that trigger customized offers. The Increase Customer Adoption SuccessBLOC can be configured to provide relevant prompts based on specific behaviors.

B2C 62

B2C Upselling Journey mapping B2B 62

CustomerSuccessBox

MAY 18, 2022

A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. If you are on the verge of reading everything about SaaS, this is the place for business leaders, and SaaS founders including customer success specialists to learn about customer success, growth strategies, and much more!

SaaS 52

SaaS Upselling Education Customer retention 52

SmartKarrot

SEPTEMBER 11, 2020

SaaStr is the world’s largest community of SaaS founders and executives. They have conducted events annually since 2012. SaaStr 2020, however, has turned out to be different from all their previous events. Instead, they held a successful online event with more than 50,000 attendees.

SaaS 10

SaaS Upselling Metrics Marketing 10

CSM Practice

FEBRUARY 12, 2020

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. Thinking Ahead.

Upselling 52

Upselling Customer centricity Sales Accountability 52

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 87

Customer retention Journey mapping Benchmark SaaS 87

SmartKarrot

OCTOBER 3, 2022

Role: Senior Director of Customer Success Location: Washington DC-Baltimore Area, US (Hybrid) Organization: TitanHouse As a Senior Director of Customer Success, you will establish and adhere to best practices in SaaS Customer Success. Attend college recruiting events, conferences, seminars to help strengthen the company brand.

Upselling 19

Upselling Coaching Best practices Consulting 19

Totango

JANUARY 8, 2019

If your net revenue churn is positive, however, it cancels out any growth gained from upsells. One easy tool is the satisfaction survey. If a survey is short, customers will spend more time considering and answering each question, which improves the quality of your data. Two Strategies to Get Below the Average Churn Rate.

Enterprise 54

Enterprise Upselling Surveys B2B 54

CSM Practice

FEBRUARY 24, 2020

Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells. Amount of Time Spent in Software. 2. Active Users.

Metrics 52

Metrics Education Upselling SaaS 52

Amity

SEPTEMBER 25, 2017

I watched Account Management transform and evolve over the past few years, especially with the subscription-based economy and the growth of SaaS. We regularly look at CSAT, NPS, retention, upsells, health score, and churn. Ultimately, SaaS products should be designed to support themselves. What metrics do you watch closely?

B2C 0

B2C SaaS Accountability B2B 0

CSM Practice

FEBRUARY 24, 2020

At the end of the onboarding process , you can conduct a quick survey about the customer’s experience with their particular customer success manager involved during the onboarding process. The resulting onboarding rating from these surveys reflects the customer relationship and management skills for each member of the customer success team.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CSM Practice

FEBRUARY 24, 2020

Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells. Amount of Time Spent in Software. 2. Active Users.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” Improving usage rates can lead to higher retention, expansion into additional features, lower churn, and easier upsells and cross-sells. Amount of Time Spent in Software. 2. Active Users.

Metrics 52

Metrics Education Best practices Accountability 52

Amity

SEPTEMBER 25, 2017

I watched Account Management transform and evolve over the past few years, especially with the subscription-based economy and the growth of SaaS. We regularly look at CSAT, NPS, retention, upsells, health score, and churn. Ultimately, SaaS products should be designed to support themselves. What metrics do you watch closely?

B2C 60

B2C SaaS Accountability B2B 60

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. Gathering the right data and acting on it can prevent churn and even help you capitalize on upsell opportunities.

SaaS 87

SaaS Upselling Enterprise Best practices 87

ChurnZero

NOVEMBER 22, 2019

We will be hosting this one-day event in Washington DC on October 8, 2020. If you are a ChurnZero customer, there will also be a half-day customer-only training / event the day before on October 7, 2020. Many of you may have already joined us at our RYG events that we have hosted in cities across North America.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

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. This sort of feedback can take the form of written reviews, customer interviews, surveys, or even monitoring online review portals.

Customer retention 52

Customer retention SaaS Education Feedback 52

SmartKarrot

JULY 30, 2021

One survey estimates that newer companies prioritize customer success 21% more than their established counterparts and are gaining from that. Why is customer success critical for SaaS companies? CS is a continued practice, an organizational flow of events that reaches out to the client. What is customer success management?

Upselling 10

Upselling SaaS B2B Metrics 10

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 109

SaaS Journey mapping B2B Feedback 109

Totango

SEPTEMBER 29, 2020

It is the sum of the profit you make from your customers over time, rather than any single sales event, and it is the most accurate method of anticipating revenue in a customer-centric, Software-as-a-Service (SaaS) environment. Customer Lifetime Value SaaS Equation. Maximizing Customer Lifetime Value in SaaS.

SaaS 106

SaaS Enterprise Metrics Upselling 106

SmartKarrot

JANUARY 28, 2022

Last year was quite eventful for the CS world, to say the least. It was also observed that the long tail of customers is very vital for the growth of B2B SaaS businesses. We saw customer success as a potential earn booster for our B2B SaaS businesses during the pandemic. We saw the empowerment of the customer success function.

B2B 10

B2B SaaS Upselling Metrics 10

SmartKarrot

AUGUST 27, 2020

In short, they can: Exchange customer stories Organize events Expand existing customer accounts Pool customer information to drive strategy formation. The whole organization’s objective is to serve its customers and win their loyalty , especially in a SaaS-based company. Organize events. Everyone wins in an event like this.

Marketing 10

Marketing SaaS Accountability Customer centricity 10

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

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. The sales team is also responsible for upsells, cross-sells, and renewals. Expansion revenue is another job of the sales team.

SaaS 10

SaaS Sales Feedback Upselling 10

CSM Practice

JUNE 4, 2021

A high touch customer success model involves frequent touchpoints with customers about the entire SaaS journey, from onboarding to after-sales activities. In a high touch enablement model, a good way to measure your Customer Success efficacy is by using lagging indicators, which are the long term effects of an event that happened in the past.

SaaS 52

SaaS Upselling Metrics CRM 52

SmartKarrot

DECEMBER 21, 2020

And when they pass on this information to the salesperson, the salesperson is able to design their sales pitch for upsells or cross-sells most effectively. But CSQLs are not just limited to upsells and cross-sells. According to a survey , 57% of the customers spend more on brands they are loyal to.

Upselling 10

Upselling Sales Customer centricity SaaS 10

SmartKarrot

JANUARY 6, 2021

Surveys like automated campaigns or feedback forms are other engagements that can be noted. Unique events of the customer company can also be tracked for engagement and outcome levels. Whether it is engagement through email, engagement via surveys, in-person meetings , or online meetings.

Technology 10

Technology Management Accountability Upselling 10

ProProfs Blog

APRIL 17, 2020

In one of the surveys too, 47% of business owners find customer satisfaction to be one of the most important metrics to measure success. In this thorough guide, you’ll come across: Different SaaS customer success metrics. Pay attention to everything that they tell you in surveys and support sessions. So, buckle up.

Metrics 142

Metrics Customer retention SaaS Surveys 142

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Strong delivery for, and relationships with, your champions will most certainly make an impact on your future renewal and upsell opportunity outcomes. Executive Sponsor: . Primary Contact(s): .

Management 98

Management Chief Customer Officer Upselling SaaS 98

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? To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies. Q&A Recap.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

JivoChat

JUNE 1, 2021

Touchpoints can be any interaction that a customer has with your business , such as a survey, a consultation call, or an online purchase. Offline or virtual marketing events. Your company may hold or attend various events in your industry, both online and offline. Feedback surveys. Customer surveys.

CRM 52

CRM Advertising Chatbots Surveys 52

Amity

FEBRUARY 2, 2016

With so many customer success resources to choose from, we’ve selected the top customer success resources and events that we think will educate and inspire you for the rest of the year. The Software as a Service (SaaS) model, moved the customer into the driver seat, and they are not going to give it up. • Events.

SaaS 80

SaaS Education Customer retention Sales 80

SmartKarrot

JANUARY 29, 2021

Churn risk : Accounts that may be at the risk of discontinuing subscription, low engagement, lower value from product adoption can be considered as likely to churn Upsell : Accounts where your product has become a basic essential as they know the value from it. Then, one can choose the criteria- manual or event based. contact-form-7].

Upselling 19

Upselling Accountability SaaS Education 19

SmartKarrot

JUNE 10, 2020

You’ll also need to conduct periodic customer success surveys along the way to determine new tastes and trends since their preferences are vital in understanding where your product would fit into their equation. . Create a Customer Success Journey Map . Also remember that the bulk of a lifetime customer’s value lies in the future.

Best practices 10

Best practices Journey mapping SaaS Metrics 10

SmartKarrot

DECEMBER 3, 2020

Check-ins and surveys are great ways to monitor customer health and satisfaction. Collect feedback from customers through surveys, or via direct feedback. Attend an event tailored for the community. Events and conferences are great opportunities to learn and network. Keep track of customer behavior.

Management 10

Management Customer centricity Journey mapping SaaS 10

Netomi

FEBRUARY 28, 2022

A world-renowned expert in customer retention, upsells, cross-sells, and customer value strategies and methodologies, Irit is the Chief Customer Officer and CEO of CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy. Connect with Gemma . Connect with Kristi.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64