ChurnZero

JUNE 1, 2022

How do you determine product-market fit? Every entrepreneur entering an emerging market faces these questions which (surprise) have no perfect answer. The CSMs were managing 150 accounts each and all they had was Salesforce, their email, and a phone. What can you do to move ideal buyers through the awareness stages? Go get them.

SaaS 98

SaaS Marketing B2C Metrics 98

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important. What Is a SaaS Customer Journey? What Are the Stages in a SaaS Customer Journey?

SaaS 114

SaaS Journey mapping Upselling Best practices 114

ClientSuccess

MARCH 28, 2023

As a SaaS organization scales, there inevitably arises a distinction between SMB customers and enterprise customers. The allocation of resources, in particular, is a critical factor that can either make or break a customer success team’s large account management process. Here are a few factors to consider: 1.

Accountability 52

Accountability Management SaaS Enterprise 52

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 100

SaaS Upselling Metrics Journey mapping 100

Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

ChurnZero

JUNE 24, 2022

With the “great resignation,” fluctuations of the public and private markets, and the omnipresent pandemic, we find ourselves continuously, and quickly, adapting to the shifting landscape. What does this mean for B2B SaaS businesses? It’s the largest survey of private SaaS companies in the world with over 1,500 responses.

Benchmark 98

Benchmark SaaS Metrics B2B 98

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 100

SaaS Journey mapping Upselling Best practices 100

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? Marketing and sales.

SaaS 71

SaaS CRM Advertising Analytics 71

ClientSuccess

FEBRUARY 8, 2023

Research Vectors by Vecteezy Many customer success leaders in the SaaS space are faced with the same question: who should own customer renewals? The Account Executive (AE) that closed the initial – new logo – sale continues to collaborate with the CSM throughout the relationship and owns any expansion opportunities and the renewal.

SaaS 71

SaaS Upselling Accountability Sales 71

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. We landed on a theme that made sense: a neighborhood.

SaaS 98

SaaS Best practices Gamification Feedback 98

ClientSuccess

SEPTEMBER 7, 2022

In the world of customer reporting, CSMs can bucket customer metrics into a few different categories: Sentiment-based data points help CSMs keep tabs on how customer contacts and accounts feel about a product, service, or even the customer team assisting them in their relationship. How can SaaS companies use Average Session Duration .

SaaS 89

SaaS Metrics Analytics Accountability 89

ChurnZero

JULY 9, 2020

Does your marketing often drop the L-bomb? Entire marketing budgets are devoted to their infinite pursuit and persuasion. But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. The Forgotten CSM: Customer Success Marketing.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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

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. However, too high a ratio could indicate that you need to boost your marketing budget.

SaaS 52

SaaS Metrics Advertising Upselling 52

JustCall

NOVEMBER 27, 2022

Predictions and Challenges in lead Scoring for SaaS Enterprises. In 2022, the SaaS space’s annual growth rate is expected to surpass 17%. Surveys show that SaaS is viewed as the most important technology to help achieve business goals. Clearly, the future looks bright for SaaS companies. What is SaaS Lead Scoring?

SaaS 52

SaaS Enterprise Sales Best practices 52

CustomerSuccessBox

NOVEMBER 9, 2021

The main difference between traditional businesses and SaaS businesses: the cost of growth. In the traditional world of software, companies like Oracle or SAP base their business on the marketing of licenses for their solutions. The SaaS Business Model. SaaS vendors do not play on the same court.

SaaS 52

SaaS Customer retention Metrics Benchmark 52

JustCall

NOVEMBER 8, 2023

SaaS Labs is one of Deloitte’s Technology Fast 500 companies in North America – for the second time in a row. Notably, SaaS Labs achieved a 631% percent growth during this period. CallPage – CallPage is a callback automation tool that helps marketing and sales teams generate leads at scale.

SaaS 52

SaaS Technology Telecommunications Customer centricity 52

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

SEPTEMBER 17, 2021

The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are. What Is the Freemium SaaS Model?

SaaS 76

SaaS Best practices Upselling Journey mapping 76

CSM Magazine

AUGUST 10, 2023

Calabrio, the workforce performance company, has appointed Dillon Nugent as Chief Marketing Officer (CMO). With more than 25 years of experience in marketing leadership roles, Nugent brings a wealth of expertise in building and scaling marketing efforts to enable growth strategies at software-as-a-service (SaaS) companies.

Marketing 52

Marketing SaaS Customer centricity Coaching 52

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

Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. 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. Learn from three SaaS CEOs.

SaaS 94

SaaS Metrics Customer retention Construction 94

ChurnZero

JUNE 1, 2022

How do you determine product-market fit? Every entrepreneur entering an emerging market faces these questions which (surprise) have no perfect answer. The CSMs were managing 150 accounts each and all they had was Salesforce, their email, and a phone. What can you do to move ideal buyers through the awareness stages? Go get them.

SaaS 52

SaaS Marketing B2C Metrics 52

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

SaaS 98

SaaS Metrics Surveys Enterprise 98

ClientSuccess

SEPTEMBER 8, 2020

When a SaaS organization is in the midst of scaling, there comes a time when there starts to be a clear differentiation between SMB customers and enterprise customers. This last factor – resource allocation – can make or break a customer success team’s large account management process.

Accountability 52

Accountability Management SaaS Journey mapping 52

ChurnZero

JUNE 24, 2022

With the “great resignation,” fluctuations of the public and private markets, and the omnipresent pandemic, we find ourselves continuously, and quickly, adapting to the shifting landscape. What does this mean for B2B SaaS businesses? It’s the largest survey of private SaaS companies in the world with over 1,500 responses.

Benchmark 52

Benchmark SaaS Metrics B2B 52

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. Plan the best SaaS Retention strategies that ensure customers stay with you for long. SaaS retention strategies that work help you turn hard-won consumers into long-term customers, and long-term customers into powerful advocates! Yet, success remained elusive.

SaaS 52

SaaS Customer retention Metrics B2B 52

ChurnZero

OCTOBER 30, 2020

Top SaaS CEOs Talk Compensation, Automation, and Investors. No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. What’s Next For Customer Success? So, there’s just this big disparity in pay. It’s about onboarding.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

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 Customer Support Best practices 83

CustomerSuccessBox

MARCH 14, 2022

Closing a SaaS sales deal could take a hefty time depending upon a lot of factors. Especially in the SaaS industry, where customer retention is the lifeblood of the SaaS business, you need to make sure that you provide an outstanding experience to your customers by planning a smoother post-sales process with a clear-cut checklist.

CRM 52

CRM SaaS Sales Journey mapping 52

Totango

FEBRUARY 7, 2019

You should adopt a “time invested equals benefits gained” approach with your SaaS renewal best practices. The Top 5 SaaS Renewal Best Practices. We’ve gathered 5 of our favorite SaaS renewal best practices to help you remove the stress from your retention process: Define your customer. Understand your customer’s journey.

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Best practices SaaS Customer retention Upselling 82

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? But, is that as easy as it sounds?

Upselling 52

Upselling B2B SaaS Feedback 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

delighted

JUNE 29, 2021

Simply put, product/market fit is the ability of a product to satisfy the needs of a good market. The failure of a product to understand consumers and the external factors that affect their decisions is a failure to find the right product/market fit. An example of missed product/market fit. Now comes product development.

Marketing 95

Marketing SaaS Metrics Transportation 95

ClientSuccess

MARCH 2, 2021

For all of us working in the SaaS space, the constant barrage of new acronyms has become somewhat of a joke over the years. While Account Executives (AEs) have been managing customer accounts for many years now, the rise of the Customer Success Manager in the SaaS space has created some overlap – and confusion – between the two roles.

Accountability 62

Accountability Management Upselling SaaS 62

Amity

DECEMBER 9, 2016

While wading through this endless sea of content, I’ve recently read a few amazing articles that speak about how to market to your current customers in order to increase retention and help them continuously succeed—and it got me thinking: What if we took a look in the other direction? Manager of Growth Marketing, Sarah E.

Marketing 109

Marketing SaaS Sales Surveys 109

ChurnZero

JUNE 17, 2022

Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. If so, what are the main changes that you’ve seen in the market towards onboarding? What this is showing is a group of all of the accounts in onboarding. Irit: Hi everyone.

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Metrics SaaS Surveys Self service 98