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

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. In response, some organizations have slatted in-person events for the tail end of 2021. . SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA.

Personalization 95

Personalization SaaS Upselling B2B 95

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. Touchpoints also include occasions when clients interact with your software app in a SaaS context. Making upsell offers.

B2B 116

B2B Journey mapping SaaS Engineering 116

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. Under all the fancy showbiz lies the fact that running a SaaS business is very challenging. Benefits of having a Customer Success Software for your SaaS business-.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Knowing how to use technology to optimize your contract renewal process can increase your retention rates and your revenue. Contract renewal automation depends on the efficient use of the right technology.

Customer retention 94

Customer retention SaaS Best practices Upselling 94

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. You can always rely on me to do that for family events, for work, for college events. Paul: What’s the most disruptive technology of all time? It’s an amazing technology and so simple.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. You can always rely on me to do that for family events, for work, for college events. Paul: What’s the most disruptive technology of all time? It’s an amazing technology and so simple.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. In response, some organizations have slatted in-person events for the tail end of 2021. . SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA.

Personalization 52

Personalization SaaS Upselling B2B 52

Cincom

FEBRUARY 15, 2021

Join Cincom® and Covenant Technology Partners for this Lunchtime “Food for Thought” Demo on February 18. and Covenant Technology Partners empower our customers to do more with innovative automation of key processes in the buyers’ journey. Increase upsell and cross-sell opportunities. Cincom Systems, Inc. Cincom Systems, Inc.

Sales 98

Sales Finance Upselling SaaS 98

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

ChurnZero

JUNE 15, 2023

With less budget to go around, some SaaS companies are merging customer success and account management into one function that’s responsible for an account’s business strategy, product adoption, and value realization, as well as its renewal and expansion. There is an old saying that you can’t cut your way to profitability.

CRM 96

CRM Sales Accountability Analytics 96

Totango

JUNE 4, 2021

We’ll also show you how technology can help you automate your engagement strategy. By combining technology with best practices, you can maximize interaction with your clients and build brand loyalty. Use your customer journey map to plan events that trigger customized offers. Incorporate Personalization into Automated Messaging.

B2C 62

B2C Upselling Journey mapping B2B 62

ChurnZero

NOVEMBER 27, 2019

The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. . The event, hosted by The Customer Success Association , featured sessions from a variety of CS thought leaders. Didn’t attend? As she explained: .

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

ChurnZero

APRIL 27, 2021

As ChurnZero recently secured a Series B investment bringing our total funding that has been raised to date to $35 million, we thought we’d take a look back and see the role that Customer Success plays at each respective stage of funding for SaaS companies. It might even coincide with a funding event. Their strategy is simple.

SaaS 98

SaaS Metrics Sales Marketing 98

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

CSM Practice

FEBRUARY 24, 2020

Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income. Gross Revenue Retention (GRR) is the amount of revenue retained minus the revenue lost due to churn and downsell without considering the impact of cross-sells, upsells, or an increase in prices.

Metrics 52

Metrics Upselling SaaS Accountability 52

CustomerSuccessBox

MAY 30, 2022

*Julie, a Customer Success Manager , with ABC corp (a B2B SaaS firm) is excited about the upcoming annual conference. Unfortunately, technology suppliers are now adopting the approach of deploying people at a problem. However, technology adoption should save time and make the org more efficient. Increased dependency on CS Ops.

Upselling 52

Upselling Calibration Engineering Big data 52

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). Let’s assume that a growing SaaS firm acquires more customers, hires more employees, and increased the number of all other key stakeholders. For SaaS businesses, it should be the motto to live by. VALUE ’ is important.

SaaS 52

SaaS Metrics Accountability Upselling 52

CustomerSuccessBox

JULY 5, 2021

Customer Success remains a must-have strategy across all b2B SaaS companies. The key to a thriving business always relies upon renewals and upsells. A high amount of customer value is acquired throughout the lifetime of a customer relationship rather than at a single sales event. What is the Role of Customer Success?

Customer advocacy 52

Customer advocacy Upselling Customer retention B2B 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

Totango

AUGUST 21, 2020

SC: (Reference Slide below) This journey didn’t start with technology, it never should, it started with bringing all the LoBs together to do the hard work of harmonizing people and processes, driving standardized playbooks and change management supporting these critical People / Process components. What data is used?

Upselling 115

Upselling Accountability Metrics SaaS 115

CSM Practice

FEBRUARY 24, 2020

It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” Amount of Time Spent in Software. 2. Active Users.

Metrics 52

Metrics Education Upselling SaaS 52

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

CSM Practice

FEBRUARY 24, 2020

Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income. Gross Revenue Retention (GRR) is the amount of revenue retained minus the revenue lost due to churn and downsell without considering the impact of cross-sells, upsells, or an increase in prices.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income. Gross Revenue Retention (GRR) is the amount of revenue retained minus the revenue lost due to churn and downsell without considering the impact of cross-sells, upsells, or an increase in prices.

Metrics 52

Metrics SaaS Customer retention Upselling 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 85

Customer retention Journey mapping Benchmark SaaS 85

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

NobelBiz

MAY 25, 2023

It was meant to describe a marketing software that could build a single customer view (a collection of all of a customer’s data and events into one file). In 2013, the CDP Institute was founded to help educate marketers about the technology and its benefits. Managing customer data is nothing new. billion in 2022 to USD 19.7

call center software 98

call center software Call Center APIs Contact Center 98

CustomerSuccessBox

NOVEMBER 24, 2021

In today’s hyper-competitive business world, SaaS businesses find it increasingly difficult to stand out. Get ahead of milestone events — such as renewals — by setting up alerts that trigger tasks/programs to prepare for the same. The tool auto-generates risk and upsell alerts to draw a success manager’s attention. Guy Kawasaki.

Upselling 52

Upselling Feedback Customer advocacy B2B 52

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. We usually have an event or two we’re supporting, which means inviting local customers and spreading the word.

Management 84

Management Finance Enterprise Accountability 84

CustomerSuccessBox

JANUARY 18, 2022

You may even need to not forget a consumer’s growth capability whilst assigning them to a phase – it may not make sense to position a small commercial enterprise into your “SMB” phase in the event that they display a very high growth factor. Self-service technology. You can send notifications, information, or links to help articles.

Self service 52

Self service Enterprise Analytics Technical Support 52

CSM Practice

FEBRUARY 24, 2020

It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” Amount of Time Spent in Software. 2. Active Users.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” Amount of Time Spent in Software. 2. Active Users.

Metrics 52

Metrics Education Best practices Accountability 52

Amity

SEPTEMBER 25, 2017

I knew from the beginning that I loved working with Customers and I loved the entire process whether it was with supply chain or technology which is where I’m at now. I watched Account Management transform and evolve over the past few years, especially with the subscription-based economy and the growth of SaaS.

B2C 0

B2C SaaS Accountability B2B 0

CSM Practice

FEBRUARY 24, 2020

Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Net Promoter Score (NPS) is the percentage of your customers that are likely to recommend your SaaS solution to others. Engagement Activity = Number of Engagement Touch-point Over A Certain Period. 5. Advocacy Activity.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

SmartKarrot

JANUARY 6, 2021

The technology is used to track customer health, map customer journey, understand engagement levels, and get alerts. With a good customer success technology or tool, companies can track and understand their customer behaviour in the best manner to prevent churn. Even within accounts for upselling can be made simple.

Technology 10

Technology Management Accountability Upselling 10

ChurnZero

JULY 2, 2020

SaaS organizations aspire to be it, but many don’t know how to transform this highly touted phrase into a practical application. If you want to vouch for resources, technology, or whatever it is that your CS team needs, you want to have bottom-line business metrics – and renewables are certainly a huge part of that.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98