ChurnZero

DECEMBER 17, 2021

In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Why is Customer Expansion Important for SaaS Businesses? Churn rate is a major metric for SaaS companies to keep an eye on. It can also be helpful to keep an eye on the data.

Management 98

Management Upselling SaaS Education 98

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Customer retention Upselling 52

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. You can also host customer panel or ask me anything (AMA) webinars to encourage more interactive, dynamic discussions compared to the traditional format with a sole presenter or one-way dialogue.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 97

Upselling Metrics SaaS Sales 97

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

SmartKarrot

NOVEMBER 24, 2023

In the dynamic realm of B2B, where every move counts, mastering the art of upselling is no longer a mere choice but a strategic imperative. In this discourse, we’ll unravel seven B2B upsell strategies that, in my experience, work wonders for boosting Net Revenue Retention (NRR) and fortifying customer relationships.

Upselling 10

Upselling B2B Education Analytics 10

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The key to effectively managing a customer lifecycle is metrics.

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. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The key to effectively managing a customer lifecycle is metrics.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

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

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

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. This is a reactive approach and is NOT true.

Best practices 40

Best practices Customer retention SaaS Metrics 40

ChurnZero

DECEMBER 17, 2021

In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Why is Customer Expansion Important for SaaS Businesses? Churn rate is a major metric for SaaS companies to keep an eye on. It can also be helpful to keep an eye on the data.

Management 52

Management Upselling SaaS Customer retention 52

Nicereply

JUNE 20, 2023

The SaaS model has blurred the lines between marketing, sales, conversion, on-boarding, training, support,and retention. Roles with similar titles have vastly different responsibilities , deliverables, and metrics in the market. 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. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

Education 52

Education Upselling Consulting Consulting 52

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 ”. To identify a watermelon customer, the metric that would help you the most is instead the Customer Intent Score. So, how could he possibly be leaving?

Upselling 52

Upselling Calibration Engineering Big data 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. Fill Out the Right Segmentation Buckets.

Best practices 100

Best practices B2B Journey mapping Upselling 100

Totango

APRIL 16, 2021

This lays the groundwork for subscription renewals and upsell opportunities. It’s important to make sure you’re tracking the proper metrics. 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.

Personalization 69

Personalization Upselling Benchmark SaaS 69

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

CustomerSuccessBox

MAY 31, 2021

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? The other responsibilities of a CSM includes- i) Account escalation ii)Periodic health check iii) customer advocacy iv) Renewals and upsells. What is the Ideal Number to start with?

Management 52

Management SaaS Customer advocacy Accountability 52

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

Amity

FEBRUARY 26, 2018

Knowing these limitations can present opportunities for future improvements, which could lead to a better product, and ultimately happier customers. Pro tip: A lot of SaaS companies usually employ a mix of fixed and flexible prices. You should also be aware of the current limitations of your product. Know your pricing.

Upselling 84

Upselling SaaS Feedback Sales 84

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. Make it black and white. Click To Tweet. It’s Monday morning. You’re headed to the monthly exec meeting. How about sales?

Upselling 72

Upselling SaaS Metrics Sales 72

ChurnZero

APRIL 15, 2022

Like a magician flexing their psychic power, pinpointing the most ideal time to present your customer with an expansion opportunity can’t be left to intuition. Use ChurnZero plays to increase license-based upsells. Many SaaS businesses use a pricing model based on license count. Bad timing sticks out a mile.”.

Accountability 98

Accountability SaaS Upselling Metrics 98

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. If you decide you want to hit 98% renewed revenue and a certain revenue amount in upsells, commit to doing the necessary activities to reach that number. Put Forward Upsell Opportunities.

Journey mapping 66

Journey mapping Upselling SaaS Accountability 66

Totango

MARCH 10, 2020

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. If a customer finds a particular onboarding module difficult to follow, it may need to be rewritten, moved within the order of presentation, or dismissed altogether.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

ClientSuccess

OCTOBER 2, 2019

An Account Manager (or AM for short) goes after existing customers with the goal of renewing, cross-selling, and upselling the company’s product. The role is present in many businesses, but its goals are based on sales quotas, rather than an intimate knowledge of the metrics tied to a customer’s position in the marketplace.

Accountability 47

Accountability Management Upselling SaaS 47

Totango

AUGUST 21, 2020

I would say our challenge isn’t with the actual tool, it would be with how data is presented across the SAP landscape that leads to 80% of the questions and support tickets. All of the same core data and metrics driving our Totango solution are also shared through SAP4Me. SC: Totango is very easy to use and is cloud-based.

Upselling 115

Upselling Accountability Metrics SaaS 115

CustomerSuccessBox

JANUARY 24, 2019

On the other hand, customer success department is responsible for reducing churn (which in turn increases the LTV of the customers) and also upsells and cross-sells (which brings in additional revenue). Both the departments are measured on totally different metrics. Customer success department is success oriented.

Customer Support 67

Customer Support Upselling SaaS Transportation 67

ChurnZero

JULY 22, 2021

Are your expansion pathways (cross-sells and upsells) more transactional or complex in nature? So, if leaders approach the rules as a collaborative effort and present them as such, teams will react the same way. The SaaS Debate: Who Owns the Renewal and Upsell? Treat your rules of engagement as a real partnership.

Sales 98

Sales Upselling Enterprise SaaS 98

CSM Practice

APRIL 13, 2021

Identifying opportunities for upselling and cross-selling is one thing a CSM must deliberately focus on to implement proactive expansion selling. At the heart of the SaaS business model is increasing customers’ value over their lifetime. I started to know about the metrics that matter to them and to us.

Management 52

Management Customer retention Upselling Accountability 52

Totango

SEPTEMBER 24, 2020

The SaaS and subscription markets have many choices available, and low overheads and customizable conditions make switching between business solutions effortless. At each stage, you must create positive business outcomes by collecting and analyzing customer data to anticipate present and future needs. .

Enterprise 78

Enterprise Upselling Accountability Metrics 78

ChurnZero

AUGUST 14, 2020

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. Track free-trial users for upsell opportunities to convert to paid users. Webinar Software. Who owns it?

CRM 87

CRM Finance Upselling Accountability 87

CustomerSuccessBox

JANUARY 4, 2022

Present the right data and value that you delivered. Be prepared with the presentation and all the relevant information that needs to be shown to the customer. Arm yourselves with a clear timeline, plan, and presentation to showcase your progress. Present the QBR from the customer’s point of view. Keep the meetings brief.

Best practices 52

Best practices Construction Upselling SaaS 52

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Best practices 103

Best practices SaaS Journey mapping B2C 103

CustomerSuccessBox

MARCH 11, 2022

The only thing that matters is the upsell or renewal of a customer—all it’s about is the money. As a result, the very first step to nurturing beneficial QBRs is to have well-documented steps of what is required of each individual participant – both for those leading the QBR and those presenting. Is there going to be a template?

Accountability 52

Accountability Benchmark Upselling SaaS 52