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. It can be used to create an early warning system to prompt action to capitalize on renewals and upsells, or to prevent churn. Training materials.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

SmartKarrot

MARCH 2, 2022

And this is even more difficult when it comes to companies that offer SaaS products. To grow and succeed in such a dense market, it is important for SaaS companies/product owners to come up with an effective growth marketing framework – with 100% effective growth marketing strategies. Like what you are reading?

SaaS 12

SaaS Marketing Upselling Engineering 12

ClientSuccess

OCTOBER 22, 2019

At its core, customer advocacy is when customer service teams work with customers to determine what is best for the customer and their long-term goals instead of making strategic decisions from an upsell or corporate growth standpoint. Webinar: The Customer Success Advocacy Ladder.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

Amity

FEBRUARY 2, 2016

The nature of the SaaS model means that there is a very direct relationship between your company’s ability to achieve its corporate goals and your customers’ ability to achieve their goals. The Software as a Service (SaaS) model, moved the customer into the driver seat, and they are not going to give it up. The best part?

SaaS 80

SaaS Education Customer retention Sales 80

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? Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

ChurnZero

JUNE 28, 2019

While Guitar Hero was a part of my life growing up – though I never really nailed those solos – my video game consoles have mostly gone unused. Whether it pertains to upcoming customer milestones or perhaps a potential upsell opportunity, great CSMs can identify small actions that can drive business outcomes.

B2B 49

B2B B2C Entertainment Customer advocacy 49

ChurnZero

NOVEMBER 15, 2019

We are in the thick of Q4 and the high-pressure budget and strategy planning season is in full swing in SaaS organizations around the globe. To help you and your team with this arduous process, we hosted a video panel-style webinar on this topic so you could to hear advice on: End-of-year retention and upsell efforts.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

JivoChat

JUNE 1, 2021

A good example is to hold an online webinar, which is a touchpoint that allows you to present your offer to prospects, and potentially generate leads or sales. Even if you sell SaaS, you can use software like G2 or Capterra to display user reviews and increase your social proof to make the most of this touchpoint. Network referrals.

CRM 52

CRM Advertising Chatbots Surveys 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. 2-3pm Customer Training: We offer one-hour customized webinar-style training sessions for all of our Enterprise customers.

Management 84

Management Finance Enterprise Accountability 84

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. Our NPS Cheat Sheet can help you get started with this SaaS retention strategy. New resources, such as ebooks or upcoming trainings and webinars.

Customer retention 52

Customer retention SaaS Education Feedback 52

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. Demonstration videos. Video chat. Upsell purchases.

SaaS 106

SaaS Journey mapping B2B Feedback 106

Amity

MAY 25, 2016

Also, the opportunity to be a part of a SaaS company really allowed me to progress, get new opportunities, and create new skillsets which has led me to this stage now, leading this team. Considering we are a SaaS organization and where we wanted to take those two customer-facing teams, we knew it was the right thing to do, and it has been.

Best practices 90

Best practices Metrics Sales SaaS 90

SmartKarrot

JUNE 30, 2021

Why Product Adoption is Critical for SaaS Success? Product adoption is critical for SaaS success and affects the profitability and performance of the product to a large extent. This is why product adoption improves SaaS success. A good product adoption strategy will enhance your SaaS success. Evaluation.

SaaS 10

SaaS Upselling Metrics Advertising 10

Nicereply

JUNE 18, 2020

SaaS and eCommerce have been around long enough that some companies now have customers for over a decade. In SaaS, the most common cohort analysis is done based on the time of signup. According to Preact (a SaaS metrics company recently acquired by Spotify) 23% of churn is due to poor onboarding. You can get it here.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

SmartKarrot

MAY 28, 2021

For a service company, the focus is on being open and true with customers, renewals, upsells, keeping communication safe, and looking out for churn. Service companies need to work like SaaS companies by keeping customer success at the core. Along with SaaS companies, even service companies are looking to increase customer value.

SaaS 10

SaaS Education Customer retention Upselling 10

Totango

MARCH 2, 2021

The SaaS business model has transformed contemporary understanding of customer journey stages. Before the rise of SaaS, the customer journey was typically viewed from a marketing and sales perspective, as represented by the image of a funnel marking the steps from brand awareness to a sale. Product webinars. Tutorial videos.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

ClientSuccess

JULY 16, 2019

Here’s a specific instance where communication with a customer solely via email and phone was causing difficulty in the relationship and how getting in front of them helped change overall sentiment: We had a kickoff call with a client in the Midwest that was being held over Zoom with no video and 13 total participants.

Sales 41

Sales Upselling SaaS Best practices 41

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. That is a sensational power, especially in this world of short attention spans and TikTok videos, someone who can actually concentrate and get through a list as a good thing. I’m amazing at that.

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. That is a sensational power, especially in this world of short attention spans and TikTok videos, someone who can actually concentrate and get through a list as a good thing. I’m amazing at that.

SaaS 52

SaaS B2B Upselling Metrics 52

CustomerSuccessBox

JUNE 15, 2020

As we all know, Customer Success will play a crucial role in driving the SaaS industry forward during these tough times. For the first webinar we had Ari Hoffman, Director of Customer Advocacy, Coveo discuss Customer Success Strategy for an economic downturn with Puneet Kataria, Founder & CEO of CustomerSuccessBox.

SaaS 64

SaaS Customer advocacy Construction Metrics 64

SmartKarrot

FEBRUARY 2, 2021

With the rise of SaaS industry and most companies shifting their business model to subscription-based, the rise in customer success jobs is understandable. A Customer Success VP is responsible for supporting their teams for generating more business through recurring revenues, upsells and brand advocates.

Chief Customer Officer 8

Chief Customer Officer Upselling Marketing Enterprise 8

CustomerSuccessBox

JULY 29, 2020

CS teams should maintain consistency with the metrics (like retention, upsell, NPS) but the targets should be discussed to make them achievable in these times. Puneet suggested that no CS team runs on a single KPI but rather a set of KPIs like logo retention, MRR Retention, Upsell etc. How should we talk about upsells and renewals now?

Upselling 52

Upselling Metrics SaaS APIs 52

CustomerSuccessBox

NOVEMBER 16, 2021

CS ensures the customer is at the center of the business strategy of modern B2B SaaS firms. This could help your business in the form of renewals, upsells, and referrals as well. ” Webinars. Webinars , strictly speaking, is a marketing tool. You can leverage your webinar by partnering with influencers/other guests.

Management 52

Management Feedback Upselling B2B 52

CustomerSuccessBox

JANUARY 18, 2022

There are many analytics and CS tools to help SaaS-based enterprises analyze customer end-user usage behavior. Based on the milestone achieved/not achieved you can send automated trigger-based emails or videos to bring them back on track. The CSM and/or marketing team has recorded a “new feature” webinar for SMB customers.

Self service 52

Self service Enterprise Analytics Technical Support 52

CustomerSuccessBox

NOVEMBER 24, 2021

In today’s hyper-competitive business world, SaaS businesses find it increasingly difficult to stand out. Relevant content can include various resources like blog posts, videos, case studies, podcasts, webinars, etc. 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