Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. Next, we’ll share six keys to effective SaaS customer engagement.

SaaS 103

SaaS Upselling Metrics Journey mapping 103

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

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. You need specialists.

Upselling 98

Upselling SaaS Sales Accountability 98

ProProfs Blog

SEPTEMBER 13, 2019

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. As you can see, delivering the perfect saas customer support experiences is directly correlated with your churn and retention.

SaaS 83

SaaS Customer Service Best practices Customer Support 83

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

FEBRUARY 14, 2023

That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. Understanding the nuance behind Customer Success metrics will help you build consensus around which numbers are the best numbers to track for your SaaS company.

SaaS 94

SaaS Metrics Customer retention Construction 94

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

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 72

SaaS B2C B2B Metrics 72

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. Represent the company at industry events and conferences.

SaaS 52

SaaS Upselling Enterprise industry standards 52

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

CustomerSuccessBox

AUGUST 8, 2019

If you own, manage or work for a Software as-a-Service (SaaS) business, you are embroiled in quite a heated competition on a daily basis. Let’s take a look at the purpose of customer success for SaaS businesses. SaaS businesses far and wide are now assigning market resources specifically to attain the goal of customer success.

SaaS 56

SaaS Sales Consulting Consulting 56

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. Touchpoints also include occasions when clients interact with your software app in a SaaS context. What functions the interaction serves.

B2B 122

B2B Journey mapping SaaS Upselling 122

Amity

DECEMBER 9, 2016

Are enterprise clients most concerned with security, uptime and having access to an account manager? In fact, one of Joanna Wiebe’s most successful headline copy tests came out of a result of taking exact wording from a customer’s testimonial: she was able to increase conversions by 103% for one of her SaaS clients.

Marketing 109

Marketing SaaS Sales Surveys 109

Totango

JUNE 19, 2020

Yesterday we hosted the second event in our CXO Series for Customer Success executives. SevenRooms, a SaaS company servicing the restaurant and hospitality industry, shared their story about how they adapted their business and product offering to enable an industry that collapsed overnight. Frontline Foods has raised 9.2

SaaS 62

SaaS Enterprise Technology Accountability 62

Totango

SEPTEMBER 6, 2022

For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time. In this article, we’ll cover the essentials of QBRs and how to make them work for your SaaS business. What Makes a Great QBR?

SaaS 113

SaaS Technical Support Benchmark Accountability 113

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Nurture with Networking Events. Most companies’ event budget is allocated towards prospecting and brand awareness. Just look at B2B bemouths like Salesforce, Moz, and HubSpot.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Totango

JULY 21, 2020

The current COVID-19 pandemic has not been kind to many industries, and SaaS is no exception. In March of this year, SaaS stocks reached a 20 percent decline from their selling highs. Communications SaaS companies have watched the growth rate of subscriptions rise by 1.4X. Stay Agile As a Company.

SaaS 65

SaaS Calibration Enterprise Customer retention 65

AWS Machine Learning

JANUARY 24, 2025

RAG data store The Retrieval Augmented Generation (RAG) data store delivers up-to-date, precise, and access-controlled knowledge from various data sources such as data warehouses, databases, and other software as a service (SaaS) applications through data connectors.

APIs 108

APIs Scripts Best practices Management 108

Totango

MARCH 8, 2022

As customer success management has grown in importance for building SaaS customer loyalty , the number of customer success communities has grown. Participants can learn, collaborate, view exclusive content, and receive announcements about upcoming events and news. Nine Best Customer Success Communities in 2022. CS in Focus.

Best practices 122

Best practices SaaS B2B Marketing 122

ChurnZero

JUNE 16, 2020

SaaStock has been helping SaaS businesses gain traction, grow and scale for the last five years with their in-person conferences. That’s what led them to bring that value online with their SaaStock Remote event last week. That’s what led them to bring that value online with their SaaStock Remote event last week.

SaaS 92

SaaS Customer centricity Customer retention B2B 92

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. In response, some organizations have slatted in-person events for the tail end of 2021. . SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA.

Personalization 95

Personalization SaaS Upselling B2B 95

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 113

SaaS Journey mapping B2B Upselling 113

Totango

OCTOBER 11, 2021

One key to higher adoption is extending the onboarding process beyond the initial account set-up phase. Setting up a new customer’s account is rightly emphasized as a key part of the onboarding process and a foundation for further SaaS adoption. Continuous Onboarding.

Education 102

Education SaaS Accountability Enterprise 102

Totango

APRIL 16, 2019

And by providing visibility into the status of each task, they ensure that all action items are completed and that no customer’s account slips under the radar. Customer success platforms can be automated to respond to these events with supporting materials such as “how-to” videos that teach customers more about the product and encourage use.

Enterprise 78

Enterprise SaaS Social media contact Education 78

CSM Practice

FEBRUARY 8, 2023

With the value of the software-as-a-service (SaaS) market estimated to hit $225 billion in the US by 2025 , the industry offers lucrative opportunities for tech entrepreneurs. However, launching a SaaS company can be risky. for SaaS companies, compared to over 10% for paid advertising clicks. Growing a SaaS company?

SaaS 52

SaaS Metrics Advertising Upselling 52

AWS Machine Learning

NOVEMBER 21, 2024

Add team members using their email addresses—they will receive instructions to set up their accounts. append(qualityLabel)); // Add event listeners for your new fields speakerDropdown.on('change', function() { r.speaker = $(this).val(); On the SageMaker console, choose Labeling workforces. val(option).text(option));

APIs 95

APIs Feedback Telecommunications Management 95

Outsource Consultants

MARCH 18, 2025

Businesses experience fluctuations in call volumes due to seasonal changes, marketing campaigns, or unexpected events. A study by ContactBabel found that these hidden costs can account for up to 15% of the total outsourcing expense in the first year. Flexibility in service offerings is equally important.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

Totango

JUNE 3, 2022

To help, we’ve created six email templates you can use for a variety of customer events, including: Customer success manager introductions. Invitations to events. Invitation to Event Email Template. An excellent opportunity to engage clients is inviting them to an event, such as a webinar or seminar. Escalations.

Feedback 115

Feedback SaaS Surveys Accountability 115

Totango

MAY 24, 2022

In a SaaS context, CS platforms achieve this by providing functionality such as: Defining key performance indicators to measure customer success. You need tools that can spot events your customer success team has identified as important indicators of customer dissatisfaction. Perform automated actions in response to key events.

CRM 96

CRM SaaS Enterprise Sales 96

ChurnZero

SEPTEMBER 1, 2020

The reality is that virtual events will be the norm going forward, at least in the short term. Virtual events present uniquely flexible opportunities for Customer Success professionals to brush up on skills and to learn from peers, albeit from the safety of being behind a webcam. There is, however, a silver lining.

Journey mapping 98

Journey mapping SaaS Best practices Technology 98

CustomerSuccessBox

MARCH 10, 2022

Automation provides you the sixth instinct and an additional hand to create more productive engagements across all your accounts. In this day and age, all B2B SaaS firms want to optimize Automation to scale Customer Success in their organizations. Managing your customers and their success path as a SaaS company is a meticulous process.

SaaS 52

SaaS Upselling Education Accountability 52

AWS Machine Learning

SEPTEMBER 27, 2023

MDaudit provides a cloud-based billing compliance and revenue integrity software as a service (SaaS) platform to more than 70,000 healthcare providers and 1,500 healthcare facilities, ensuring healthcare customers maintain regulatory compliance and retain revenue. says Nisheet Goenka, VP of Engineering at MDaudit.

Healthcare 120

Healthcare Engineering SaaS Analytics 120

CSM Practice

JUNE 6, 2020

The valuation of a SaaS company is based on its recurring revenue stream. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently.

Metrics 89

Metrics SaaS Accountability Upselling 89

ProProfs Blog

APRIL 17, 2020

In this thorough guide, you’ll come across: Different SaaS customer success metrics. 8: Average Revenue Per Account. #9: And by giving up, we mean closed accounts, stopped renewing services, canceled subscriptions, or did whatever it takes for them to be considered inactive. So, buckle up. 2: Monthly Recurring Revenue Rate. #3:

Metrics 142

Metrics Customer retention SaaS Surveys 142

ChurnZero

OCTOBER 22, 2021

If you work for a SaaS business, you know word-of-mouth marketing is everything. When we host events, we have content that’s tailored specifically for customers,” says Megan. “We We can be particular about who can attend what event, such as Q&A with our CEO.”. tenure (has the customer been with you for at least a year?),

Customer advocacy 96

Customer advocacy SaaS Benchmark Healthcare 96

LiveChat

NOVEMBER 13, 2018

If you still wonder how to make a great customer success strategy , read the recent post – Customer Success Management in SaaS – LiveChat Team Strategy. Having experience in customer support or account management is nice to have and will make the work easier. Typical tasks of a customer success manager in SaaS.

SaaS 54

SaaS Management Feedback Customer Support 54

ChurnZero

AUGUST 4, 2023

For many SaaS companies, the cost of acquiring a customer exceeds the initial revenue it earns in any given deal. As the smart folks at SaaS Capital put it, retaining customers has a powerful compounding effect on growth for SaaS companies. Customer retention also has a significant financial impact later too.

SaaS 52

SaaS Customer retention Accountability Metrics 52