CustomerSuccessBox

MARCH 18, 2020

In a world where work from home is fast becoming the norm, Customer Success Managers have always faced this dilemma – to travel or not to travel to meet their customers. So, when the time comes for that renewal or upsell, you have built the relation to bring it up without any awkwardness. Should customer success managers travel?

Management 115

Management SaaS Upselling Accountability 115

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. What is customer lifecycle management in plain English? The customer lifecycle is straightforward.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. What is customer lifecycle management in plain English? The customer lifecycle is straightforward.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. After each instruction-based webinar, customers have a 1:1 consultation with their Customer Success Manager. Uncover Opportunities With Upsell Campaigns.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Squelch

JULY 30, 2019

the provider of a customer experience optimization solution that empowers customer support and success professionals with the knowledge and resources to delight customers, announced today that it has been named a finalist in the 2019 SaaS Awards in the category of Best SaaS Newcomer. About the SaaS Awards.

SaaS 40

SaaS Upselling Enterprise Customer Support 40

Amity

NOVEMBER 27, 2017

Gary’s background is in the wine industry, which got me thinking about the way we talk about Customer Success primarily in the context of the SaaS industry - understandably so, as this is where its roots lay. Non-SaaS companies need to look for industry-specific triggers that give a glimpse into the crystal ball of retention.

SaaS 71

SaaS industry standards Upselling Education 71

CustomerSuccessBox

MAY 31, 2021

The Customer Success Manager has an integral role in ensuring healthy Customer relationships by evaluating and analysing the customer needs and acting as a customer advocate to promote customer loyalty. With that said, let’s look at the answer to the most fundamental question, as to how many Success managers should a SaaS company really need?

Management 52

Management SaaS Customer advocacy Accountability 52

Totango

JANUARY 17, 2019

Not to get too philosophical, but each journey begins with a first step, and in the SaaS domain, that means onboarding. You can implement software that will help you manage escalations , and make sure your team is well trained in assisting unhappy customers. Customer renewal success is critical for SaaS enterprises.

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SaaS Enterprise Customer retention Upselling 74

CustomerSuccessBox

FEBRUARY 14, 2019

The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially. Create upsell opportunities.

Management 67

Management Upselling SaaS Sales 67

CSM Practice

APRIL 13, 2021

Being a Customer Success Manager (CSM) is a non-stop learning process that requires hands-on management at every stage. To add, a customer success manager needs to learn their customer’s product or service. What is a Customer Success Manager. What makes a good Customer Success Manager? Challenges.

Management 52

Management Customer retention Upselling Accountability 52

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

Accountability 47

Accountability Management Upselling SaaS 47

Amity

SEPTEMBER 19, 2016

So here you are, building the next up and coming SaaS tool, with the ever so common recurring revenue model. The same theory applies for your first Customer Success Managers interview. These will be key internal partners that the Customer Success Manager has to work closely with. Things are going really well. Activity 1.

Management 0

Management Construction Upselling SaaS 0

ClientSuccess

MARCH 8, 2022

But as more and more SaaS organizations realize, the actual value of a new customer isn’t tied to that initial sales number at all but spread out across the customer’s entire lifecycle at an organization. This includes the initial sales value, upsells or expansion deals, ad hoc change orders throughout the partnership, and renewal value.

Upselling 75

Upselling SaaS Sales Metrics 75

CustomerSuccessBox

DECEMBER 4, 2018

In the SaaS world, the customer-acquisition-cost (CAC) is high and the initial payment is peanuts compared to the lifetime value (LTV) of the customer. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. That means the customer needs to renew their contract more than once.

Best practices 40

Best practices Customer retention SaaS Metrics 40

Nicereply

JUNE 20, 2023

The SaaS model has blurred the lines between marketing, sales, conversion, on-boarding, training, support,and retention. So we also look for ability and evidence of engagement with other disciplines, gaining buy-in, and presenting new ideas. Kristina: CX has really evolved over the past decade.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

ChurnZero

JANUARY 25, 2024

With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. Customer success manager roles The CSM role is becoming more strategic, with increased responsibility for driving revenue.

Education 52

Education Upselling Consulting Consulting 52

ChurnZero

SEPTEMBER 14, 2021

When asked to sell to customers, Customer Success Managers (CSMs) are often scared of coming off as too pushy or getting a “no.” If your customer can benefit from a product upgrade or feature upsell, then it’s your duty to make your customer aware of the opportunity. Should Customer Success own the renewal and/or upsell?

Sales 94

Sales Upselling Morale SaaS 94

Totango

MARCH 26, 2021

Some information is out-of-date, while some presentations give a partial perspective on the customer lifecycle. In today’s cloud-based environment, SaaS business models have increased awareness of how the pre-sales and post-sales phases form a unified experience from the customer’s perspective. Onboarding.

SaaS 66

SaaS Best practices Upselling Education 66

ChurnZero

MARCH 24, 2023

So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. In Gabby Wong’s presentation, “ The new ‘C’ in CEO ,” she shares all the places where her company measures NPS. Everyone started looking at the dollars and focusing on these upsells.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. In Gabby Wong’s presentation, “ The new ‘C’ in CEO ,” she shares all the places where her company measures NPS. Everyone started looking at the dollars and focusing on these upsells.

Upselling 97

Upselling Metrics SaaS Sales 97

CustomerSuccessBox

OCTOBER 5, 2021

In SaaS businesses, ARR/MRR is the lifeline for their existence. Surprisingly, only 10% of SaaS businesses ever get past the 125% MRR rate. The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. What would you do if you can’t maintain and improve your ARR?

Upselling 59

Upselling SaaS Metrics Accountability 59

CustomerSuccessBox

MARCH 17, 2022

Every SaaS business wants to expand and succeed. A playbook is a set of actions, next moves, and strategic things that Customer Success Managers (CSMs) can use to assist clients in achieving a scalable goal or aim. Tasks for Customer Success Managers. Upsell Playbook. Check out the Upsell template/framework !

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 52

ClientSuccess

JULY 13, 2021

Modern CSMs working in the SaaS industry wear a lot of hats – and we mean a lot. They’re project managers, act as a liaison between customers and other teams, escalate incidents and issues, keep customers moving forward in their project plans, and are responsible for the general well-being of customer account health. The bottom line

Accountability 52

Accountability SaaS Upselling Best practices 52

Totango

AUGUST 9, 2022

Sales : Sales teams can use customer segmentation to group prospects and customers based on propensity to buy, potential transaction value and upsell opportunities. This can help teams prioritize high-value opportunities and tailor sales presentations for personalized appeal.

Best practices 101

Best practices B2B Journey mapping Upselling 101

Kapta Customer Success

OCTOBER 2, 2017

The terms Key Account Management and Customer Success are often used interchangeably within organizations. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers. Relevant Industries. Revenue Generation Methods.

Accountability 40

Accountability Management B2C Upselling 40

ChurnZero

FEBRUARY 26, 2021

Once feedback is organized into themes, appoint a CSM to represent the voice of the customer and present the requests to the Product team on a monthly or quarterly basis. “If For example, Product Managers can share research requests when they want to talk to a customer with pain points related to a feature in review. Matt Kearns, Sr.

Management 59

Management Feedback Sales SaaS 59

CustomerSuccessBox

JULY 2, 2020

Quarterly business reviews or QBRs as they are lovingly called (or with hate ) in the customer success world are a customer success manager’s second most important scheduled meeting with the customer. The first is obviously the customer onboarding meetings which are essential to retaining any B2B SaaS customer.

SaaS 52

SaaS Upselling B2B Feedback 52

CustomerSuccessBox

SEPTEMBER 7, 2021

But it also bought a sea of opportunity for people who could see beyond the present turbulent times. Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 Though personalization is an important factor, automation wherever possible makes it easy for the Customer Success Managers and the CS team.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

CustomerSuccessBox

MAY 30, 2022

*Julie, a Customer Success Manager , with ABC corp (a B2B SaaS firm) is excited about the upcoming annual conference. This scenario precisely presents the “ Watermelon Effect ”. Yes, comparing both the scores will show how both are different and which one presents a nearly accurate picture of the customer’s real intention.

Upselling 52

Upselling Calibration Engineering Big data 52

ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. This article was adapted from a portion of ChurnZero’s BIG RYG session “ Customer Success as a Profit Center ” presented by Matthew Brown, Director Customer Enablement, Solink. Revenue Forecasting (Renewals, Expansion, Upsells, etc.).

Metrics 98

Metrics Journey mapping SaaS Sales 98

Totango

APRIL 16, 2021

This lays the groundwork for subscription renewals and upsell opportunities. In a SaaS context, it is especially useful when applied to onboarding emails in conjunction with digital-first customer success technology such as Totango Spark. Digital-first customer success management focuses on helping customers achieve their goals.

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Personalization Upselling Benchmark SaaS 69

ClientSuccess

APRIL 17, 2019

ClientSuccess will host Jay Nathan , Founding Partner and Managing Director of Customer Imperative , for this month’s customer success webinar series: Where should customer success live and who owns the number? About the Presenter. Prior to founding Customer Imperative in 2017, Jay spent over 15 years in the B2B SaaS / software space.

SaaS 45

SaaS B2B Upselling Engineering 45

SmartKarrot

JUNE 4, 2020

Looking for some useful SaaS account management tips? As an account manager, you play a significant role in enhancing the growth of a company. Even an average amount of revenue will benefit you in the implementation of an account manager. To achieve the following, you must need SaaS account management best practices.

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Best practices SaaS Accountability Management 10

Amity

SEPTEMBER 17, 2015

CustomerSuccess #SystemOfRecord verifies contributions to #SaaS bottom line. Every department manager will be there—waving stats and metrics of accomplishments and closes—justifying their departments’ existence. Tracking Net Promoter Scores (NPS) is another solid marker of the value customer success managers bring.

Upselling 72

Upselling SaaS Metrics Sales 72

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . Net Retention (Cited by 66% of Respondents): For SaaS companies and other subscription based businesses, customer retention is absolutely essential.

Upselling 64

Upselling Accountability Enterprise Metrics 64

ChurnZero

OCTOBER 11, 2019

If you work in a B2B SaaS company, you know that across the board, Q4 is always the biggest sales quarter of the year. Here’s six things Customer Success Managers should start doing today to make Q4 their strongest quarter yet and close out the year strong. . Put Forward Upsell Opportunities. Set A Goal for the Quarter.

Journey mapping 66

Journey mapping Upselling SaaS Accountability 66

SmartKarrot

MAY 26, 2020

Companies started realizing that there are possibilities of expanding their businesses with existing customers too through upselling and cross-selling. Below are a few important steps you may consider for approaching customers for upselling or cross-selling your products. Know your customers. Wait for the right time. Train your team.

Upselling 10

Upselling SaaS Customer retention Metrics 10