ChurnZero

DECEMBER 29, 2020

The SaaS Debate: Who Owns the Renewal and Upsell? Whether Customer Success or sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. 31 st Fastest Growing SaaS Company on SaaS Mag’s list. Customer Success vs. Sales. To find out who wins, check out the recap.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

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. That is why it is a SaaS product and not a one-time purchase! Predictable Upsells. This is the next level of the previous point.

Upselling 52

Upselling SaaS B2B Metrics 52

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Increased revenue : According to a study by Harvard Business Review , getting a new customer can be anywhere from five to 25 times more expensive than retaining an old one. Here’s why: 1.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

ClientSuccess

MARCH 9, 2020

As modern SaaS customers have changed and grown more complex over the last few years, the roles of customer success and customer experience have also changed. Every customer interaction, whether it’s a conversation with marketing about a case study or a negotiation with a CSM over an expansion opportunity, influences the customer experience.

Customer Experience 74

Customer Experience Upselling Accountability SaaS 74

Totango

MARCH 10, 2020

Prioritize Escalations and Cherish Feedback. Prioritize Escalations and Cherish Feedback. The customer-centered economy created by the rise in SaaS and subscription services places the customer firmly in control of their partnership, so when they speak we must listen. Anticipate in Order to Add Extra Value.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

CustomerSuccessBox

FEBRUARY 14, 2019

The major KPIs of a Customer Success Manager are: Increase Lifetime Value (LTV) of the customers (by upsells, cross sells etc). The customers that are retained help in bringing consistent monthly revenue for a SaaS company. Proactively provide feedback to the product team. Create upsell opportunities. Reduce churn.

Management 67

Management Upselling SaaS Sales 67

CustomerSuccessBox

MAY 9, 2022

Doing business while keeping a pleasant client relationship has become exceedingly challenging in today’s hyper-competitive SaaS industry. The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn). Voice of Customer.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

CustomerSuccessBox

MARCH 27, 2019

Thus, increasing the retention rate, and creating potential opportunity for upsells / cross-sells too. According to a study, the Life-Time Value of a Customer (LTV) should be at least 3 times the Cost of Acquisition (CAC). You may have different SaaS customer success best practices that are specific to your company.

Upselling 66

Upselling SaaS Best practices Feedback 66

CustomerSuccessBox

MARCH 10, 2022

Gather the feedback and make them brand advocates. Now it’s about collecting their valuable feedback for the company to make an improvisation of the product for the better and also help other folks to think of buying your product for the benefits they made. For customer advocacy, write case studies, and ask for referrals!

Management 52

Management Customer retention SaaS Customer advocacy 52

Totango

JULY 24, 2020

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. You cannot schedule an upsell engagement at a predetermined time in the customer journey. Leverage Voice of Customer Feedback.

B2B 62

B2B Enterprise Best practices Upselling 62

SmartKarrot

MAY 13, 2020

With the growth of SaaS industry, more and more Product Management teams are wondering as to how they can measure a very important aspect, and potentially the strongest leading indicator of success for SaaS Platforms: User Engagement. How to identify customers/users appropriate for a cross sell or upsell?

SaaS 10

SaaS Upselling Analytics Metrics 10

CustomerSuccessBox

MARCH 31, 2022

With the tremendous growth in the SaaS industry, the job role of a Customer Success Manager (CSM) has become one of the most promising careers! In this highly competitive SaaS market, it is the customer success manager who elevates the company’s growth. Being a great customer success manager is not that easy!

Management 52

Management SaaS Accountability Upselling 52

SmartKarrot

DECEMBER 10, 2020

SaaS gamification is one such technique that has helped businesses up to a vast extent in this context. Studies have shown that because of social media and abundance of digital information, the average human attention span has gone down below eight seconds. What is SaaS gamification? How SaaS Gamification works?

Gamification 11

Gamification SaaS Education Upselling 11

JustCall

APRIL 5, 2023

Before we look at the top 7 customer success management tools, ensure that the CSM tool you select can: Identify and create accurate customer profiles Capture customer data, history, and feedback in real-time. This includes collating information from surveys, marketing initiatives, and/or team interactions, etc.

Management 52

Management CRM Analytics Customer retention 52

ClientSuccess

NOVEMBER 26, 2018

While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, and having upsell conversations, their customer marketing strategies and results can often fall short.

Marketing 56

Marketing Upselling SaaS Customer retention 56

Amity

JULY 4, 2017

But there’s even more you can do to power up your Customer Health Score and NPS program when you integrate a customer feedback platform with your Customer Success Platform. Gather feedback at key points of the customer journey to give more context and meaning to your NPS score. You can’t save a customer, and they churn.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

ChurnZero

FEBRUARY 26, 2021

But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In Give Product thematic feedback, not anecdotes. Give Product greater exposure to customer experiences.

Management 59

Management Feedback Sales SaaS 59

Nicereply

JUNE 18, 2020

SaaS and eCommerce have been around long enough that some companies now have customers for over a decade. Many tactics are backed up with research and studies that you can take to your boss if they need convincing. If you let them go silently into the night, you’re missing out on a big opportunity for clear, unfiltered feedback.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Nicereply

MAY 11, 2020

Another study by Rare Consulting says that 83% of customers said their brand loyalty stemmed from the trust. SaaS businesses can see a similar benefit by upselling existing customers and providing more value as the account grows. Make the most of the feedback available to you from your customers. for new customers).

Customer retention 115

Customer retention SaaS Metrics Surveys 115

Help Scout

JULY 24, 2018

While both focus on helping customers, the difference between customer service and customer support is that customer support is a specific type of customer service involving other skills such as documentation, product feedback, and technical problem solving. They might try to upsell by suggesting a sweater that looks nice with the shirt.

Customer Support 40

Customer Support Customer Service Average Handle Time Upselling 40

ClientSuccess

SEPTEMBER 26, 2019

A Marketing Metrics study found that if a customer has made at least one purchase in the past, they’re 60% more likely to purchase from you again in the future. Tip: Be sure to check out our Ultimate Guide to SaaS Customer Success Metrics !) . eBook: The Ultimate Guide to SaaS Customer Success Metrics.

Customer retention 49

Customer retention Metrics SaaS Upselling 49

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. serve as a point of contact for difficulties, and give the team direction and leadership.

Upselling 19

Upselling Technical Support SaaS Consulting 19

ClientSuccess

APRIL 20, 2017

The Rise of SaaS and Customer Success. This led to delivering reports via CDs and eventually to the delivering via the Internet, which is what we now refer to as a SaaS or cloud-based model. Product wants to speak with a customer about a feature, Marketing wants to do a case study, and so on. The First CSM at Marketo.

SaaS 40

SaaS B2B Engineering Best practices 40

Squelch

MAY 27, 2019

Just consider these studies : A 2018 global survey by Econsultancy and Adobe found that 65 percent of respondents reported that “improving their data analysis is a very important factor in delivering a better customer experience.” And according to Newman , it’s just as important to study what customers don’t like as what they do. “If

Customer Experience 40

Customer Experience Average Handle Time First call resolution Upselling 40

LiveChat

DECEMBER 18, 2018

That’s why ask for an honest feedback regarding the product. Upsell – aka “How you like me now?” For example, when I create a case study with our customer and I need a fast response, I choose a chat instead of an email. We try to remember that when gathering feedback and talking with LiveChat’s new clients.

Upselling 58

Upselling SaaS Feedback Personalization 58

CustomerSuccessBox

APRIL 3, 2022

CustomerSuccessBox is a customer success platform that helps high-growing B2B SaaS companies reduce churn and grow their recurring revenue. It enables Customer success managers like you to deliver a consistent customer onboarding experience, improve retention and drive upsell We’re that excited to have you on board!

APIs 52

APIs Accountability SaaS Marketing 52

SmartKarrot

OCTOBER 27, 2022

Provide meaningful feedback regarding new reports, updates or tools needed for client success. Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom (Hybrid) Organization: COREcruitment Ltd As a Customer Success Manager, you will be activating Upsell features for the client, such as Video Interviewing.

Upselling 19

Upselling SaaS Coaching Best practices 19

SmartKarrot

FEBRUARY 17, 2022

Role: Customer Success Director, SaaS (Remote) Location: Remote, United States Organization: Talentify.io Be in the internal voice of the customer, work with the product team to deliver feedback to shape the product roadmap. Nurture customer advocacy in the form of testimonials, references, and case studies.

Customer advocacy 19

Customer advocacy Upselling B2B SaaS 19

SmartKarrot

MARCH 30, 2022

Become knowledgeable of Domo’s solutions and service offerings, including SaaS business solutions and implementation methodologies and advanced service offerings. Partner closely with cross-departmental teams to share client feedback, escalate urgent issues, and contribute to wider team/company project plans.

Upselling 19

Upselling Customer centricity SaaS Accountability 19

Amity

NOVEMBER 16, 2016

Increased customer upsells /cross sells. Customers guiding our product with amazing feedback. Product If Success is doing the job optimally, they will be constantly receiving feedback on your product from those high value customers and need to have a strong advocate to pass this along to. If so, they could be great case studies.

Accountability 81

Accountability Feedback Upselling SaaS 81

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 105

SaaS Journey mapping B2B Feedback 105

SmartKarrot

APRIL 6, 2021

Support your statement with real examples and case studies. Have case studies that include the benefits of customer success. Focus on understanding product adoption rates Explain how surveys help understand product feedback Show how easy it is to integrate with your application. How a client grew revenue? Bottom Line.

Chief Customer Officer 18

Chief Customer Officer Customer retention Upselling CRM 18

Education Services Group

FEBRUARY 5, 2019

Guiding your customers at the right pace, with the right understanding of their business, and providing the right tools are the keys to a successful SaaS customer journey. This is also where you can start to understand if there is risk to renewal, opportunities for growth, feedback on the product, etc. 4) VALUE REALIZATION.

Education 45

Education Upselling Marketing SaaS 45

ChurnZero

DECEMBER 20, 2019

By focusing efforts on retaining active users by iterating their existing services based on rich customer data, companies will have more opportunities to engage, upsell , and ultimately scale. . . Is it retention, expansion, advocacy, product feedback, or service delivery? Like any SaaS platform, you get out of it what you put in.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

SEPTEMBER 10, 2020

And since the boom of SaaS industry , this role has seen a sudden upsurge in the last five years. Especially when they are dealing with upselling and renewals. Building customer loyalty programs and feedback. Hence, the customer feedback forms an important part of such programs. Other times they report to a sales head.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10

Education Services Group

FEBRUARY 5, 2019

Guiding your customers at the right pace, with the right understanding of their business, and providing the right tools are the keys to a successful SaaS customer journey. This is also where you can start to understand if there is risk to renewal, opportunities for growth, feedback on the product, etc. 4) Value Realization.

Education 40

Education Upselling Marketing SaaS 40

SmartKarrot

JUNE 22, 2021

Maintain high customer satisfaction and own upsell opportunities to drive new business growth through greater advocacy. Gather and translate partner feedback into actionable items to help accelerate client growth and engagement. Gather and translate partner feedback into actionable items to help accelerate client growth and engagement.

Upselling 10

Upselling Metrics Feedback SaaS 10