CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

CustomerSuccessBox

MARCH 10, 2022

In this day and age, all B2B SaaS firms want to optimize Automation to scale Customer Success in their organizations. Managing your customers and their success path as a SaaS company is a meticulous process. SaaS businesses across the globe lose a chunk of their revenue due to poor customer service or experience.

SaaS 52

SaaS Upselling Education Accountability 52

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

FEBRUARY 14, 2023

SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. It helps articulate the health of a SaaS business.

SaaS 52

SaaS Metrics Customer retention Construction 52

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 115

B2B Journey mapping SaaS Engineering 115

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

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. Contract renewal is the stage in your SaaS customer’s lifecycle where they decide whether or not to extend a subscription that is about to expire. What Is Contract Renewal? In-App Promotions.

Customer retention 93

Customer retention SaaS Best practices Upselling 93

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? Upsell vs Cross-sell.

Upselling 10

Upselling SaaS Management Metrics 10

ChurnZero

SEPTEMBER 8, 2020

Since getting together 13,000+ attendees together in one place wasn’t going to be on the horizon for the rest of this year, they hosted the SaaStr Annual at Home event last week. It was an all digital event with over 50,000 global attendees. Into SaaS ? We all face the same challenges in understanding SaaS businesses. .

SaaS 90

SaaS Upselling Customer centricity Engineering 90

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

Amity

FEBRUARY 18, 2014

While Geoffrey Moore is clear that the Four Gears model applies to consumer markets, as the SaaS business model evolves and industry adopts more of the tactics of consumer markets, it starts to resemble the B2C markets in many ways. I propose a modification of the 4 Gears model to help understand what we are seeing in the SaaS 2.0

B2B 48

B2B SaaS B2C Upselling 48

ChurnZero

SEPTEMBER 15, 2020

For CXOs, virtual events like BIG RYG present a flexible opportunity to brush up on your skills. With sessions both live and available on-demand post event, you won’t miss an opportunity to squeeze in some professional development. . Read on to learn three must attend BIG RYG sessions for CXOs. . .

SaaS 59

SaaS Upselling Sales 59

Cincom

FEBRUARY 15, 2021

Building upon Cincom’s 25-plus years of CPQ experience, CPQSync is a fully SaaS, cloud-based configure-price-quote solution that delivers an unprecedented way for companies to take the frustration out of buying and selling complex products and services. Increase upsell and cross-sell opportunities. About CPQSync. Date: February 18.

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

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we decided to tap industry experts for a verbal duel on the subject where the winners take home the esteemed (and priceless) prize of bragging rights and SaaS street cred. You need specialists.

Upselling 98

Upselling SaaS Sales Accountability 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

JUNE 6, 2020

The valuation of a SaaS company is based on its recurring revenue stream. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently.

Metrics 89

Metrics SaaS Accountability Upselling 89

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

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. Use your customer journey map to plan events that trigger customized offers. Reward Customer Loyalty. Ask for Customer Feedback.

B2C 62

B2C Upselling Journey mapping B2B 62

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

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

CustomerSuccessBox

APRIL 18, 2022

Most SaaS businesses fail to align the Product and Customer Success teams to drive great experiences and outcomes. It is no denial of the fact that, in the SaaS world, retention, expansion, and advocacy are the primary sources of revenue growth. Why Aligning Product and Customer Success Is important? User Segmentation on point.

SaaS 52

SaaS Education Upselling Best practices 52

CSM Practice

MAY 22, 2022

The recurring revenue model of the B2B SaaS industry pushes the Customer Success teams to retain and expand the existing customer base. The importance of the CS framework has increased because Customer Success is now a critical business practice in most SaaS organizations. Why is it important to design a Customer Success framework ?

Brand ambassadors 59

Brand ambassadors SaaS B2B Customer retention 59

CustomerSuccessBox

APRIL 27, 2021

In a subscription economy, customer retention is a necessary focus for business as a SaaS customer only pays 5-15% of total potential Lifetime Value upfront, the rest will only come in as future revenue IF you’re able to retain that customer. One step missed can bring a huge impact on your saas retention rate.

Customer retention 52

Customer retention SaaS Accountability Engineering 52

CustomerSuccessBox

MAY 30, 2022

*Julie, a Customer Success Manager , with ABC corp (a B2B SaaS firm) is excited about the upcoming annual conference. These rules have a threshold for upsell or risk signal generation. advanced Artificial intelligence (AI ) and big data analysis model, it learns once and keeps learning with every new renewal, upsells, and even churn.

Upselling 52

Upselling Calibration Engineering Big data 52

SmartKarrot

JUNE 1, 2022

As a B2B SaaS business owner, you should be aware of the differences between these terms and understand them very clearly. Bookings in SaaS Business. Booking in the SaaS business refers to when a customer ‘books’ your SaaS product or service. Billings in SaaS Business. Revenue in SaaS Business.

SaaS 10

SaaS B2B Metrics Finance 10

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

Education Services Group

JULY 5, 2022

On the other end of the spectrum, there were the teams of folks from the startup or SaaS space, where CS isn’t just a buzzword and key stakeholders all know its value ( sounds like a dream, doesn’t it?!). The concern I’ve often heard is whether or not someone can be a trusted advisor and expected to upsell the customer at the same time.

SaaS 52

SaaS Customer centricity Best practices Upselling 52

Cincom

FEBRUARY 22, 2021

Increase upsell and cross-sell opportunities. Building upon Cincom’s 25-plus years of CPQ experience, CPQSync is a fully SaaS, cloud-based solution that delivers an unprecedented way for companies to take the frustration out of buying and selling complex products and services. Reduce errors in quotes. Produce higher margins.

Finance 52

Finance CRM Upselling SaaS 52

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. What you do in the immediate aftermath of the sales event can mean the difference between a life-long customer or a churn casualty.

B2B 59

B2B Management Upselling SaaS 59

Totango

FEBRUARY 6, 2020

Now more than ever, SaaS organizations have to work hard to help their customers succeed and keep them satisfied. Every touchpoint along the customer journey—from the initial sales event to support tickets, product usage metrics, and customer feedback —generates unique data. How to Make it Work.

Enterprise 92

Enterprise Customer centricity Metrics Upselling 92

Totango

AUGUST 21, 2020

Q: How/if SAP is using Totango to manage its Services business too, or just for its SaaS motions? SC: Our business case includes measurement of renewal, upsell, NPS and productivity over a 5 year period. SC: Renewal, Upsell, NPS, and CS Productivity are the business metrics from an ROI perspective. We are 18 months in.

Upselling 115

Upselling Accountability Metrics SaaS 115

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 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 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 84

Customer retention Journey mapping Benchmark SaaS 84