ChurnZero

JUNE 23, 2023

Not too long ago, SaaS companies were focused on growth at all costs. Fortunately, SaaS Capital , which provides debt financing to growth companies, recently published its annual B2B SaaS retention study. Source: SaaS Capital’s 2023 SaaS Retention Benchmarks for Private B2B Companies This benchmark varied by ACV.

Benchmark 52

Benchmark Customer retention SaaS B2B 52

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Fast forward to 2020 and Wi-Fi has become the lifeline to our (digital) existence—with almost half of the 7.7 T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The year was 1909.

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

CustomerSuccessBox

MARCH 25, 2021

Financial Mathematics of a SaaS business model. SaaS business models are different from traditional business models. Unlike the traditional business model, where once the opportunity is marked closed-won, it’s time to celebrate, but when it comes to SaaS, the acquisition is not the end game. Upsell, Expand, and Grow.

Customer retention 52

Customer retention SaaS B2B Upselling 52

Nicereply

APRIL 30, 2020

Cross-sell & Upsell, but first, answer the query. One of the good upselling models could be to offer the try something for free (limited time). Here comes a good upselling option. Depending on your saas pricing model , you could offer the user a temporary up his package like a compensation (for example, for 2 days).

Sales 69

Sales Customer Service Upselling CRM 69

CSM Practice

DECEMBER 7, 2020

Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Board members work in areas spanning on-premises technology, Software-as-a-Service (SaaS), and advisory services. Sunnyvale, Calif.—

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

ChurnZero

NOVEMBER 22, 2019

We will be hosting this one-day event in Washington DC on October 8, 2020. If you are a ChurnZero customer, there will also be a half-day customer-only training / event the day before on October 7, 2020. I hope you can join us in October 2020. Let me answer a few questions: What does “BIG RYG” mean? You Mon CEO, ChurnZero.

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

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

CustomerSuccessBox

SEPTEMBER 7, 2021

Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 The Customer Success teams and companies who showed great flexibility in 2020 are the ones who had tremendous growth in 2021. #6 Bonus Tip: What are customer journeys in SaaS? #9 2 CSMs will become even more data-driven. 9 CX and UX will Make the Cut.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

CSM Practice

JUNE 4, 2021

A high touch customer success model involves frequent touchpoints with customers about the entire SaaS journey, from onboarding to after-sales activities. For example, conducting business reviews is expected to result in an increase in upsell revenues (See Expansion Revenues KPI example below). Expansion Revenues rate. Gross Churn .

SaaS 52

SaaS Upselling Metrics CRM 52

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Strong delivery for, and relationships with, your champions will most certainly make an impact on your future renewal and upsell opportunity outcomes. Executive Sponsor: . Primary Contact(s): .

Management 98

Management Chief Customer Officer Upselling SaaS 98

Squelch

DECEMBER 17, 2019

“By eliminating information silos, Squelch is able to guide customer support and success professionals toward the information, best practices, reports, and other associated tools needed to win renewals, upsells, and most of all, trust and loyalty.” . Finalists were selected by a judging panel of international industry experts.

Upselling 80

Upselling SaaS Best practices Customer Support 80

CSM Practice

SEPTEMBER 25, 2020

Interview Date: July 18, 2020. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. See the full survey results here : I mean we’ve done a survey back in April and closed at mid-May and we showed about 50% of the SaaS companies reduced their forecast or new business deals. The Interview: .

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

Mindtouch

OCTOBER 23, 2017

Software-as-a-Service (SaaS) companies are valued much higher than their on-premise software peers for this reason. SaaS vendors own the customer relationship and drive direct engagement, which results in opportunities to learn and improve their services further. Renewals and upsells matter more.

Self service 65

Self service Upselling SaaS Customer Support 65

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? The second quarter of 2020 was chaotic. This article shares three successful approaches B2B SaaS companies took to retain customers in the first wave. This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Who should manage customer onboarding in a SaaS company?

SaaS 52

SaaS B2B Customer retention Upselling 52

Pointillist

FEBRUARY 19, 2018

“By 2020, 85% of customer interactions will be managed without a human” – Gartner. Most leading SaaS platforms have APIs and consider 3rd-party integrations to be a critical component of their value proposition. By Will Thiel. Today’s customers live in an omnichannel world. Putting It All Together.

Customer Experience 111

Customer Experience Analytics APIs B2B 111

CSM Practice

FEBRUARY 15, 2021

In Q4 of 2020, CSM Practice synthesized its survey results from close to 200 of US-Based SAAS companies. It is more common to be developed and maintained by SaaS companies with CSM to customer ratio of 60 or less. The customer health score is more common by 30% in SaaS vs. On-Premise or services organization.

Surveys 64

Surveys SaaS Benchmark Upselling 64

ChurnZero

JUNE 10, 2020

Who Should Own Renewals and Upsells – Check out this hot debate on whether Sales or Customer Success Managers should own expansion opportunities. . The Big Bold Secret to SaaS Growth in 2020 – Find out how to fix the broken SaaS model to drive growth this year.

SaaS 69

SaaS Upselling Sales Customer emotions 69

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). Once a customer understands the true value of the product, it becomes much easier to not only renew but also upsell.

Customer Support 67

Customer Support Upselling SaaS Transportation 67

ChurnZero

JANUARY 17, 2020

In a SaaS company it is vitally important to know how and when my customers are using the platform in order to take advantage of a patterns… [one can] see an upsell opportunity or save a customer from churning by seeing a decline in usage.” . Or perhaps upsell opportunities? These are insights that your team can act on.

Best practices 72

Best practices Upselling Accountability SaaS 72

TeamSupport

JUNE 15, 2020

As published in MarTechSeries.com , June 15, 2020. The strategies we originally put in place for the remainder of 2020 and looking ahead to 2021 will have to be modified as the landscape changes. Helpful when upselling opportunities exist and to improve retention. That is the case for any business. That’s the beauty of it!

B2B 64

B2B Self service B2C Customer Support 64

ChurnZero

NOVEMBER 15, 2019

Q&A: How to Get 20/20 Foresight for Your 2020 Customer Success Planning. . 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. Analyzing performance for 2020 forecasting. Customer Success operations planning.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. According to Accenture , 85% of customer interactions will be managed with AI by 2020. Often, we relate the onboarding with SaaS companies, when talking about onboarding, but it's not a necessity. In SaaS business, however, onboarding has become a very usual practice.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). Let’s assume that a growing SaaS firm acquires more customers, hires more employees, and increased the number of all other key stakeholders. For SaaS businesses, it should be the motto to live by. VALUE ’ is important.

SaaS 52

SaaS Metrics Upselling Accountability 52

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

Comm100

APRIL 27, 2020

Recommended for you: Customer Engagement 2020: Why the Digital Journey Changes Everything and How to Keep Up. Take a look at the following scenario: Gabriella is having a hard time understanding a particular feature in a SaaS company’s extensive product suite. Customer status. Which customer is contacting you?

Automotive 59

Automotive CRM Upselling SaaS 59

ChurnZero

JUNE 28, 2019

Whether it pertains to upcoming customer milestones or perhaps a potential upsell opportunity, great CSMs can identify small actions that can drive business outcomes. The same can be said when it comes to the complex nature of many B2B SaaS products. As a Customer Success professional, you should always be thinking one step ahead.

B2B 49

B2B B2C Entertainment Customer advocacy 49

SmartKarrot

SEPTEMBER 11, 2020

SaaStr is the world’s largest community of SaaS founders and executives. SaaStr 2020, however, has turned out to be different from all their previous events. SaaStr 2020 was cancelled because of the COVID-19 pandemic. Through this graph, we can see the impressive growth rate of SaaS industry.

SaaS 10

SaaS Upselling Metrics Marketing 10

ChurnZero

OCTOBER 25, 2019

How to Get 20/20 Foresight for Your 2020 Customer Success Planning. Wednesday, November 6, 2019 2:00 – 3:00 PM EST. As we are now in Q4, the high-pressure budget and strategy planning season is officially underway in SaaS organizations around the globe. Analyzing performance for 2020 forecasting. Upcoming Webinar.

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Sales 49

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. According to Accenture , 85% of customer interactions will be managed with AI by 2020. Often, we relate the onboarding with SaaS companies, when talking about onboarding, but it's not a necessity. In SaaS business, however, onboarding has become a very usual practice.

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

SmartKarrot

SEPTEMBER 24, 2020

Churn is a major problem for businesses in the SaaS industry. Hence, SaaS customer success has evolved out of a need to handle this common problem. This has become a common phenomenon in the SaaS industry. There are many other benefits of SaaS customer success that we will look upon. But this is just a tip of an iceberg.

SaaS 10

SaaS Construction Feedback Upselling 10

SmartKarrot

JULY 30, 2020

Customer Success is the buzzword in the modern SaaS companies. Chief Customer Officer (CCO) is one of the emerging customer success titles in modern SaaS companies. Driving customer success goals that include increasing renewal rates, reducing churn, boosting cross-selling and upselling. Well, it can be all of it. Wrapping Up.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling Journey mapping 10

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. In the revenue-centric SaaS world, Amarachi strives to provide customers with the highest value at every step of their customer journey. Anika Zubair. Annette Franz. Catherine Blackmore. Daphne Lopes.

Chief Customer Officer 21

Chief Customer Officer SaaS Customer centricity Coaching 21

SmartKarrot

APRIL 24, 2020

When talking about SaaS businesses in 2020, there is a fine line that separates top-performing companies and the struggling ones. According to the LinkedIn 2020 Emerging Jobs Report , 72% of the customer success managers are working in the Software & IT industry. That’s what we are working towards customer success.”.

Management 11

Management SaaS Accountability Customer retention 11

SmartKarrot

MAY 14, 2020

In fact, it has been predicted by Gartner that by 2020, 80% of software providers will have migrated to a subscription-based business model. 2010: SaaS, 2013: Customer Success . SaaS companies began to realize that the traditional business model can no longer serve the new on-premise models. Conclusion .

SaaS 10

SaaS Upselling Customer retention CRM 10

SmartKarrot

JULY 2, 2020

But its meaning turned on its head when it came to be associated with SaaS businesses and customer requirements. It was the favourite SaaS buzzword about two years ago, touted by Customer Success (CS) evangelists to describe what customer success means to a SaaS company. Renewals and SaaS. What is desired outcome?

SaaS 10

SaaS Metrics Upselling Analytics 10

SmartKarrot

MAY 27, 2020

Talking in terms of B2B businesses, client success is one of the factors that businesses are focusing on, in 2020. Client success is especially sought after in the top-most IT sector and SaaS companies, considering the adverse effect of high customer churn rate, and the need for dynamic revenue growth.

B2B 10

B2B SaaS Technical Support Upselling 10