ClientSuccess

APRIL 17, 2019

Jay Nathan , Founding Partner and Managing Director of Customer Imperative , which helps B2B SaaS companies services to help them grow and scale customer success, from analytics to strategy to execution. 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

Mindtouch

MAY 2, 2018

This presents an interesting challenge to Customer Success professionals, a community whose metrics have traditionally been defined by the sales sphere of influence (chief among them: renewals, upsells, and churn). The objective to offset customer acquisition costs, which in SaaS alone averaged $1.15/$1.00 Forrester.

Customer Experience 59

Customer Experience Customer advocacy Customer effort Upselling 59

ClientSuccess

APRIL 17, 2019

Jay Nathan , Founding Partner and Managing Director of Customer Imperative , which helps B2B SaaS companies services to help them grow and scale customer success, from analytics to strategy to execution. Prior to founding Customer Imperative in 2017, Jay spent over 15 years in the B2B SaaS / software space.

SaaS 40

SaaS B2B Upselling Engineering 40

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. According to Temkin Experience Ratings (2017) , there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Often, we relate the onboarding with SaaS companies, when talking about onboarding, but it's not a necessity.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

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. Customers are twice as likely to make a repeat purchase if they leave a review ( Hubspot, 2017 ). You can get it here. Enhance your onboarding.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Education Services Group

JUNE 29, 2019

If your business model is based on high acquisition, five percent churn might be sustainable, but most B2B SaaS businesses simply aren’t built that way. The sales team has already put in the legwork to negotiate the initial sale, so they can bring that experience and expertise to selling renewals and upsells.

SaaS 40

SaaS Upselling Customer retention B2B 40

CSM Magazine

NOVEMBER 7, 2018

In 2017, Ecommerce was responsible for around $2.3 Agents are trained to deal efficiently with calls, help customers navigate the website, assist them with form filling and check out, and to upsell products that the customer would have missed without the agent’s guidance. It’s November. trillion by 2021.

SaaS 40

SaaS Upselling Chatbots Technology 40

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. According to Temkin Experience Ratings (2017) , there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Often, we relate the onboarding with SaaS companies, when talking about onboarding, but it's not a necessity.

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

Comm100

FEBRUARY 6, 2018

Deployment : Cloud, SaaS, Web. Although Comm100 is primarily a customer service software, it also acts as a sales solution, helping contact centers convert leads and upsell products in real time, just as a salesperson might do in a brick-and-mortar store. Deployment : Cloud, SaaS, Web. Deployment : Cloud, SaaS, Web.

CRM 58

CRM Enterprise SaaS Marketing 58

Nicereply

MAY 11, 2020

Brand Keys recognized Apple as “the best representative of customer loyalty and enjoyment in laptop computers, tablets, smartphones, and online music” in their 2017 Customer Loyalty Engagement Index. SaaS businesses can see a similar benefit by upselling existing customers and providing more value as the account grows.

Customer retention 115

Customer retention SaaS Metrics Surveys 115

Netomi

FEBRUARY 28, 2022

A world-renowned expert in customer retention, upsells, cross-sells, and customer value strategies and methodologies, Irit is the Chief Customer Officer and CEO of CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy. Connect with Gemma . Connect with Jennifer. Connect with Julie.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64