Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. Read on to learn the keys to effective customer success for SaaS clients. Read on to learn the keys to effective customer success for SaaS clients. How Is Customer Success for SaaS Different from Other Businesses.

Best practices 109

Best practices SaaS Journey mapping B2C 109

Totango

SEPTEMBER 29, 2020

It is the sum of the profit you make from your customers over time, rather than any single sales event, and it is the most accurate method of anticipating revenue in a customer-centric, Software-as-a-Service (SaaS) environment. Customer Lifetime Value SaaS Equation. Maximizing Customer Lifetime Value in SaaS.

SaaS 110

SaaS Enterprise Metrics Upselling 110

Totango

DECEMBER 29, 2021

This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. A customer-centric product roadmap meets the needs of today’s digital-driven SaaS market. Today’s SaaS customer makes purchasing decisions based on their digital experience of your brand.

Customer centricity 104

Customer centricity SaaS Upselling Metrics 104

ChurnZero

JULY 29, 2022

This article was originally published on Forbes.com. With the rise of the SaaS model, retention has dethroned acquisition as the primary means to achieve long-term growth and high valuation. Forward-thinking SaaS companies are: Segmenting their customer base to deliver prescriptive and apt guidance.

SaaS 98

SaaS Customer centricity Upselling B2B 98

Nicereply

NOVEMBER 21, 2022

Considering that the SaaS industry is a competitive one, customer retention is crucial. That’s why in this article, we are going to focus on showing you how to retain your customers with the help of a few effective tools and solutions. Why is Customer Retention Critical for SaaS? What is Customer Retention? How to Calculate CRR?

Customer retention 98

Customer retention SaaS Upselling Analytics 98

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses. Offering customized upsells geared toward customer needs and product usage patterns.

B2B 88

B2B SaaS Education Brand ambassadors 88

ChurnZero

JULY 8, 2022

This article was originally published on Forbes.com. “Oh, Cut to 2022, and the idea that a SaaS company could secure venture funding without investors digging deep into retention metrics seems comical, if not reckless. NRR matters to SaaS executives and investors. Oh, by the way, what’s your customer retention?”

SaaS 98

SaaS Metrics Customer retention Upselling 98

Totango

AUGUST 12, 2020

The rise in SaaS and subscription business models with low upfront costs and regular renewal windows means customers can make emotional and rapid decisions to leave an agreement with little consequence. Gathering the right data and acting on it can prevent churn and even help you capitalize on upsell opportunities.

SaaS 88

SaaS Upselling Enterprise Best practices 88

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

Amity

AUGUST 9, 2016

SaaS Tattler Issue 91 - Is it the right time to upsell to your customer? They're an integral part of Customer Success, but they've always led to somewhat of a sensitive topic: Is now the time to upsell? • When Should You Upsell To Your SaaS Customers? • Upselling in a Customer-First Company.

Upselling 57

Upselling SaaS Customer centricity Analytics 57

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

Pointillist

MARCH 22, 2018

JetBlue has in the past made as much as an additional $140million in revenue through its upsell program called ‘Even More Space.’. There are many such examples of B2C and B2B companies that are using upsell and cross-sell opportunities to generate profits. In this post, I take a detailed look at: What is upsell and cross-sell?

Upselling 71

Upselling Analytics B2B B2C 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 78

SaaS Best practices Upselling Journey mapping 78

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. Check out our article, 10 WTF (What’s the Future?) What’s Next For Customer Success?

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

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. Understanding of the unique challenges and opportunities associated with SaaS companies.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Totango

JUNE 28, 2021

A f reemium strategy forms a foundation for SaaS marketing, but it’s often used without being understood. A freemium strategy uses a free version of a SaaS product to promote a premium version. Creating opportunities for premium upsells. Here’s a closer look at the basics. We’ll define what a freemium strategy is.

Upselling 96

Upselling SaaS Best practices Sales 96

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. Making upsell offers.

B2B 122

B2B Journey mapping SaaS Upselling 122

CSM Magazine

JANUARY 28, 2025

For example, a SaaS company might offer an in-app tutorial detailing their platform’s key features. Drives Upsells and Cross-Selling Opportunities Educated customers are more aware of how your offerings align with their needs, making them more open to upgrading or trying complementary products.

Education 52

Education Upselling SaaS Self service 52

Totango

MARCH 19, 2021

Today’s SaaS customer journey re-envisions the customer’s experience as a circular flywheel, emphasizing the continuity between pre-sales and post-sales experience and between the way successful customer retention sets the stage for brand advocacy and the recruitment of new prospects.

Best practices 126

Best practices Customer retention Upselling SaaS 126

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. Upsell purchases. Examples include: Search engine queries and ads.

SaaS 113

SaaS Journey mapping B2B Upselling 113

ChurnZero

DECEMBER 29, 2020

This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. In this article, we question the “Q” in QBR and if Customer Success teams are blindly following a best practice that may no longer be relevant to their customers’ success. Customer Success vs. Sales.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. In this article, we’ll discuss five essential technology tools you can use to automate your contract renewal procedures. What Is Contract Renewal? In-App Promotions.

Customer retention 100

Customer retention SaaS Best practices Upselling 100

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. in their article on which emotions make successful customer relationships. Uncover Opportunities With Upsell Campaigns. The same holds true for our vendors.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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

Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Identifying customers in the market for upsell offers and referral invitations.

Customer retention 106

Customer retention Upselling CRM SaaS 106

Amity

FEBRUARY 24, 2016

Issue 77 - Customer Success Articles that are Certified Classics (Part 3). How do we decide which articles are Customer Success Classics? Well, to become certified classic, an article must be written well, easy to read, and most importantly, feature great content. • The Link Between Customer Success, Retention, and Upsells.

Upselling 48

Upselling SaaS Best practices Customer retention 48

Totango

SEPTEMBER 15, 2022

But the number of customer success metrics SaaS providers can track is extensive. Then we’ll look at nine of the most critical SaaS customer success metrics to monitor to ensure that your CS strategy achieves the intended results. These are just a few SaaS dashboard examples out of many you could create.

Metrics 99

Metrics Upselling SaaS Accountability 99

Totango

MAY 6, 2022

Customer health score is one of the fastest and easiest ways to assess whether your SaaS customers are satisfied with your product and brand. You should consider pursuing value-adding engagements, such as offering upsells or inviting referrals. Here we’ll cover what you need to know about customer health scores.

Best practices 124

Best practices Upselling Journey mapping Metrics 124

Totango

FEBRUARY 13, 2024

Totango is a must for any company with a SaaS model.” After a year of using the product, the team is implementing more custom journey programs and seeing an impact on revenue as a result of upsells and proactive retention with the help of the NPS customer journey program.

Upselling 112

Upselling SaaS Accountability Enterprise 112

Totango

MARCH 16, 2021

In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. A full journey map covers all stages from lead acquisition through subscription renewals, upsells, and referrals, although some maps abbreviate this to focus on the post-sales part of the process.

B2C 118

B2C B2B Journey mapping SaaS 118

ChurnZero

JULY 2, 2021

SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success. In this article, you’ll learn: Differences between Net Revenue Retention, Gross Revenue Retention, and Customer Retention with definitions and examples.

Customer retention 97

Customer retention Metrics Upselling Chief Customer Officer 97

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In this article, we’ll cover what you need to know to create an effective onboarding checklist. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

Totango

SEPTEMBER 13, 2022

Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. What Are The Benefits Of Having A Customer Success Playbook in SaaS? The benefits of customer success playbooks for SaaS providers are numerous. Onboarding.

SaaS 93

SaaS Upselling Best practices Customer retention 93

Totango

NOVEMBER 15, 2021

For example, you can establish criteria for customers who may be in the market for an upsell offer and set up automated workflows to send promotional emails to this segment of your customer database. Subscription billing is the lifeblood of SaaS revenue. Two of today’s most popular CRM apps are Salesforce and HubSpot. Billing: Zuora.

CRM 117

CRM Upselling SaaS Chatbots 117

Amity

JANUARY 20, 2016

Issue 72 - Customer Success Articles that are Certified Classics (Part 2). A classic article needs to be remembered, enjoyed and recognized not only by the current generation but also by subsequent generations. In this issue of the SaaS Tattler, we've currated a list Customer Success articles that are certified classics.

SaaS 48

SaaS Accountability Customer advocacy Upselling 48

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. Identifying upsell and referral opportunities. But while this can help you close the initial sale, you need something more to build long-term customer relationships with SaaS customers.

CRM 96

CRM SaaS Enterprise Sales 96

Totango

AUGUST 9, 2022

This article will give you six best practices for optimizing your B2B customer segmentation. Sales : Sales teams can use customer segmentation to group prospects and customers based on propensity to buy, potential transaction value and upsell opportunities. What Is B2B Customer Segmentation? Fill Out the Right Segmentation Buckets.

Best practices 106

Best practices B2B Journey mapping Upselling 106