Help Scout

APRIL 27, 2021

For B2B SaaS companies, user adoption is one of the most important elements to get right in order to grow sustainably. Appcues found that activation (when customers experience the core value of the product) is the most important pirate metric for SaaS growth. Encourage existing customers to grow their accounts.

SaaS 94

SaaS B2B Accountability Marketing 94

Totango

SEPTEMBER 1, 2022

Why Your QBR SaaS Model Needs an AI Makeover. Quarterly business reviews (QBRs)[LINK] have become a standard practice for software providers, but today’s QBR SaaS model is rapidly transforming. Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices.

SaaS 101

SaaS Journey mapping Upselling Best practices 101

ChurnZero

JULY 29, 2022

With the rise of the SaaS model, retention has dethroned acquisition as the primary means to achieve long-term growth and high valuation. I’ve seen how it can help SaaS leaders unlock increased customer value attainment, higher net revenue retention (NRR) and accelerated product-led growth. SaaS companies operate on subscription terms.

SaaS 98

SaaS Customer centricity Upselling B2B 98

ChurnZero

JUNE 24, 2022

What does this mean for B2B SaaS businesses? In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. It’s the largest survey of private SaaS companies in the world with over 1,500 responses.

Benchmark 98

Benchmark SaaS Metrics B2B 98

CustomerSuccessBox

JULY 2, 2019

Though every company will have a different customer onboarding process as per their requirements but there are some basic things every B2B SaaS company should follow. Here we will cover the second topic: Secrets of successfully onboarding a B2B SaaS Customer. Apoorva Jaswal , Technical Account Manager, Branch.

SaaS 66

SaaS B2B Education Metrics 66

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk.

SaaS 98

SaaS Best practices Gamification Feedback 98

Totango

APRIL 24, 2020

Rather, customer retention for SaaS enterprises is a result of the customer experience. The continued growth of the SaaS model, led by the multi-billion-dollar successes of B2B giants Microsoft and Salesforce , reflects a more responsive relationship between customer investment and ROI. 6 SaaS Customer Retention Best Practices.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

ChurnZero

MAY 2, 2024

The 2024 B2B SaaS Benchmarking Survey by SaaS Capital is the most comprehensive and up-to-date source of its kind for SaaS and customer success leaders who want to know where they stand compared to peers and competitors. Takeaway 1: Equity is hard to get right now, and very few people are doing it.

SaaS 52

SaaS Benchmark B2B Surveys 52

CustomerSuccessBox

APRIL 19, 2021

It’s unlike most SaaS B2B businesses not addressing customer retention. In our last blog, we discussed the 7 data points that you need to monitor to reduce customer churn, here we will talk about the 3 kinds of early warning systems to drive b2b saas customer retention. Account health and Risk Alerts.

Customer retention 52

Customer retention SaaS B2B Upselling 52

CustomerSuccessBox

APRIL 27, 2022

Upselling is crucial for any B2B SaaS business. So, having B2B SaaS upselling strategies is vital for your business growth. Let’s walk through this guide to know more about upselling strategies that you need for your B2B SaaS business. Why are B2B SaaS upselling strategies important?

Upselling 52

Upselling B2B SaaS Feedback 52

CustomerSuccessBox

JUNE 27, 2021

Upselling in B2B SaaS is a strategy designed to sell a more feature-rich product edition to an existing customer. So if you’re a B2B SaaS company what you’re looking for is one of those triggers that you believe will generate a potential opportunity to push an upsell. Let’s get started. Identify the triggers.

Upselling 52

Upselling B2B SaaS Accountability 52

Satrix Solutions

MAY 13, 2021

Gathering insights in the business-to-business (B2B) world is markedly different from asking consumers to rate their experience. With this in mind, we offer several complexities to consider when surveying your B2B customers. Here are 5 ways to design and tailor your survey for the B2B audience. Get specific with lingo.

B2B 78

B2B Surveys B2C SaaS 78

Satrix Solutions

FEBRUARY 12, 2020

Over the past few years, appreciation for B2B Customer Experience programs has grown stronger across board rooms thanks to business leaders who have successfully aligned their company’s marketing, sales, and customer success strategies around the needs and preferences of customers. This article was originally published by Gainsight.

B2B 78

B2B Feedback Consulting Consulting 78

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we decided to tap industry experts for a verbal duel on the subject where the winners take home the esteemed (and priceless) prize of bragging rights and SaaS street cred. How does that make you feel?

Upselling 98

Upselling SaaS Sales Accountability 98

CustomerSuccessBox

JULY 9, 2021

Importance of Customer Journey in SaaS. In the SaaS business, the customer is the ultimate boss. Mapping customer journeys in SaaS is very crucial to influence every interaction and make it a positive experience so that the customer remembers and is happy to come back. Benefits of customer journeys in SaaS. Escalation.

SaaS 59

SaaS Journey mapping B2C B2B 59

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Totango

FEBRUARY 15, 2019

Measuring product adoption by users is critical for SaaS and Cloud companies as this is the most telling indicator of the value customers are getting from products and services. In order to create this visibility, cloud and SaaS product teams need to instrument their applications (web, mobile, saas) to report on product usage.

SaaS 71

SaaS B2C B2B Metrics 71

Totango

MARCH 24, 2020

The most effective way to follow this progress is to break down the journey into modular B2B customer lifecycle stages. The resulting subscription and SaaS supplier models spread customer lifetime value across repeated cycles of renewal and upsell and give customers the power to walk away if they’re not satisfied.

B2B 59

B2B Management Upselling SaaS 59

Totango

SEPTEMBER 22, 2022

SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency. Here we’ll guide you through the essential SaaS tools you need for business growth. What Are SaaS Tools? SaaS Customer Success Tool.

SaaS 71

SaaS CRM Advertising Analytics 71

CustomerSuccessBox

DECEMBER 28, 2021

B2B customer segmentation best practices. If your customer success team is too distributed or you abandon your micromanagement account, you will run out of resources. Members of the customer success team need to be able to visually understand the status of all accounts under their control as part of their normal morning routine.

B2B 52

B2B SaaS Best practices Accountability 52

TeamSupport

JULY 27, 2020

Based on our eBook, B2B Customer Support: From Discovery to Onboarding and Beyond , once you decide to implement a new B2B customer support software solution, the first step is to do an internal assessment to determine how to choose the right provider. Cost Effectiveness and Flexibility. Customization. But what about security?

B2B 64

B2B Customer Support SaaS Accountability 64

ChurnZero

OCTOBER 8, 2021

You start as a company of 10, signing up every employee with a Google Drive account. As your business grows, you’ll have more employees to sign up with a Google Drive account, plus the storage space you need will increase. We have two customers, both are large enterprises signed up to use a given marketing SaaS product.

SaaS 98

SaaS Metrics B2B Enterprise 98

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. Why Digital Client Relationships are Crucially Important for SaaS Businesses.

SaaS 110

SaaS Journey mapping B2B Feedback 110

ClientSuccess

MAY 8, 2020

Dear SaaS CEO’s, Now, more than ever, is the time to double-down on your customers AND customer success within your company. . I’m one of you because I’m a fellow SaaS CEO. If you’re a SaaS CEO in an ideal industry such as video conferencing, collaboration, health-tech, ed-tech, etc., Let’s think this through.

SaaS 83

SaaS Engineering Sales Accountability 83

CustomerSuccessBox

JUNE 5, 2019

TL;DR A single customer health score is not ideal for a B2B SaaS business. A SaaS customer goes through acquisition, onboarding, retention, and upsell. At each stage, you need some kind of a health score to evaluate the status of the account and decide how you would engage with the account to take it ahead in the journey.

Best practices 89

Best practices SaaS Accountability B2B 89

CustomerSuccessBox

OCTOBER 21, 2021

Customer Success has become a must for every SaaS business with the advent of the subscription economy. For so many years, SaaS has focused so strongly on the acquisition that they have been blind to other aspects of the customer journey. Here is a free guide to take your SaaS business from a Reactive approach to Proactive approach !

SaaS 52

SaaS Upselling B2B Benchmark 52

Amity

JUNE 28, 2016

Around the end of each year, something weird happens to B2B marketers: they all tend to drop their usual hats in exchange for a crystal ball and as a result, the marketing world is flooded with posts about what to expect for the next year in trends. Outbound Returns. Enabling the Sales Team.

B2B 51

B2B Outbound sales Accountability Sales 51

JivoChat

NOVEMBER 22, 2021

Do you have a Software as Service (Saas) company and haven’t developed any marketing strategies yet? SaaS content marketing is an important part of conquering visibility and showing the importance of your service. . The importance of SaaS Content Marketing? 10 Saas Content Marketing strategies to implement.

SaaS 52

SaaS Marketing B2B Metrics 52

ChurnZero

JULY 9, 2020

Just look at B2B bemouths like Salesforce, Moz, and HubSpot. These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Product Usage – is the account above 80% license utilization with high usage across all features?

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Cincom

APRIL 12, 2021

The one similarity that can be found between a majority of those digital lean definitions and the major concept of selling, the most important piece for any B2B or B2C business, is the customer. B2B companies, needing to catch up with B2C, have started offering similar experiences, but in a slightly different way.

Sales 99

Sales Technology B2C Customer Experience 99

CSM Practice

DECEMBER 8, 2019

Customer churn is a vital metric for the success of any SaaS company and its customer success team. Churn directly affects the sustainability and growth of SaaS businesses as small monthly increases in churn percentage can compound over time and drastically reduce revenue. Step 2: Map the Top 10 Reasons with Accounts.

SaaS 88

SaaS Customer retention Accountability Feedback 88

TeamSupport

JULY 20, 2020

Let’s take a look at four elements of B2B customer support excellence and the strategic business impact of each. A lot of this change has come as a result of technology, with customers now having easy access to online resources like chat and customer service portals, making the entire B2B customer support organization more efficient.

Customer Support 98

Customer Support Technical Support B2B SaaS 98

Kapta Customer Success

SEPTEMBER 19, 2016

Customer Success is one of the biggest buzzwords floating around the B2B SaaS space today. As a key account manager, it’s vital that you engage in Customer Success content that is insightful, valuable, and relevant, giving you that competitive edge to deliver amazing service to your clients. CX Journey. Sixteen Ventures.

Accountability 45

Accountability Management SaaS Chief Customer Officer 45

JustCall

NOVEMBER 24, 2022

Soon after the SDRs or Sales Development Reps have done their job, AEs or Account Executives are sales professionals who are the first ones to interact with prospects. Account Executives, often called Sales Managers, are responsible for closing company sales and are directly responsible for generating revenue for your business.

Accountability 52

Accountability Calibration Sales B2B 52

CustomerSuccessBox

JUNE 12, 2021

Although these two key roles sound similar, some strict lines differentiate between an Account Manager (AM) and a Customer Success Manager (CSM). Who is an Account Manager? An account manager is, usually, the single point of contact between the company and the customer. Account management vs Customer Success (CS).

Accountability 52

Accountability Management SaaS Upselling 52