Totango

FEBRUARY 12, 2025

Why customer health is vital for enterprise growth Enterprise B2B organizations often face a daunting challenge how to maintain strong relationships when managing thousands of customers across multiple verticals, regions, and use cases. Maintain predictable retention metrics while identifying cross-sell or upsell opportunities.

Enterprise 62

Enterprise Metrics Accountability Construction 62

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. For B2B SaaS companies, a strong community is a key component to building great customer relationships. 2: Align community metrics with organizational goals. The three stages of digital community platform evolution.

SaaS 52

SaaS Gamification B2B Metrics 52

ChurnZero

JULY 8, 2022

It was the turn of the millennium, and I was raising a round for a B2B software company—one of four companies that I founded over the course of my 25-year career as a repeat entrepreneur. Net revenue retention (NRR) is taking center stage as the qualifying metric for determining the health of a SaaS business.

SaaS 98

SaaS Metrics Customer retention Upselling 98

ChurnZero

MARCH 14, 2025

Will CSMs struggle to maintain a customer-first mindset and spend all their time on upsells, rather than learning about their big picture goals and helping them navigate the path to get there? 2: Dont lose sight of value realization metrics and the importance of a consultative approach as leading indicators of revenue goals.

Upselling 52

Upselling Sales Customer retention Consulting 52

TechSee

FEBRUARY 5, 2019

Incentivized surveys and refer-a-friend programs, of the type that delivered stunning exponential user growth for Dropbox will give rise to more refined models drawn from the world of B2B sales. It’s the proverbial win-win, with both company and customer deriving additional value from relationship. Episode Management.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

Totango

APRIL 14, 2020

The digital transformation of business has finally given enterprises the power to deliver on the potential of B2B customer segmentation. Here are 6 B2B customer segmentation best practices to help make that happen: Stay Goal-Focused. What is B2B Customer Segmentation? The Top B2B Customer Segmentation Best Practices.

Best practices 71

Best practices B2B Enterprise Accountability 71

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

aircall

SEPTEMBER 11, 2017

66% of B2B customers and 52% of B2C customers have stopped buying from a company following a bad service interaction. 62% of B2B customers and 42% of B2C customers purchased more from a brand following a good service experience. 10% to 30% of eCommerce revenues come from upsell and cross-sell recommendations. Zendesk ).

Customer Support 115

Customer Support B2C Upselling B2B 115

TeamSupport

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) In alarming cases where net new sales are close to equal with churn risk, your B2B business is failing to recognize the necessity of a customer-first approach. Know – analytical relationships over reliance on single metrics. their goals with you ).

B2B 105

B2B Upselling Customer Support Sales 105

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

ChurnZero

JANUARY 20, 2021

Like many B2B SaaS businesses, happy customers are at the core of PieSync’s success. Clearbit, a B2B tool that personalizes customer interactions, initially focused on top-line revenue as a key metric. This is often the case for many B2B SaaS businesses. “We This is called upselling.

SaaS 98

SaaS Upselling B2B Metrics 98

Totango

DECEMBER 10, 2019

As part of a successful B2B enterprise, you understand the importance of your customers. When you make customer retention for B2B business models a priority, you’ll not only save money on acquisition costs; you’ll also unlock the growth potential of your existing customer base. How to Increase Customer Retention for B2B Companies .

Customer retention 65

Customer retention B2B Enterprise Metrics 65

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Upselling B2B SaaS 75

TeamSupport

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) In alarming cases where net new sales are close to equal with churn risk, your B2B business is failing to recognize the necessity of a customer-first approach. Know – analytical relationships over reliance on single metrics. their goals with you ).

B2B 98

B2B Upselling Customer Support Sales 98

inmoment

AUGUST 10, 2020

If you’re a practitioner who won support for your B2B experience program and have since implemented it across your organization , congratulations! Luckily, there are several tried-and-true metrics that practitioners can track to justify ROI, and we’re going to hit them all right now: Customer Acquisition Growth.

B2B 52

B2B Upselling Customer retention Metrics 52

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The best B2B client expansion strategies achieve this by creating more value for customers — value that they will be willing to pay for. You cannot schedule an upsell engagement at a predetermined time in the customer journey. Get started for free today.

B2B 63

B2B Enterprise Best practices Upselling 63

TeamSupport

MAY 11, 2021

At TeamSupport we have a belief that B2B companies are neglecting their existing customers in favor of focusing on new business. H istorically, B2B customer support departments have not been thought of as revenue generating. We should be looking at just as many metrics related to our existing customers and just as diligently.

B2B 98

B2B Upselling Metrics Education 98

TeamSupport

MARCH 3, 2021

The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn. 1-2 Sweeney, Tom, Customer Support Transformation: The Guide to Essential Practices and Metrics , Dec 2020, Service Excellence Group, LLC. The first way to do so is to ensure product adoption and use.

B2B 98

B2B Upselling Customer retention Customer Support 98

Totango

MAY 7, 2024

If CS doesn’t have commercial conversations with healthy customers, they’re not setting Sales up to re-enter the conversation and potentially upsell. Strategy #3: Share revenue responsibility and success metrics There’s been a major shift in the B2B space over the past few years. Use your words Talk to each other!

Sales 103

Sales Upselling Metrics Accountability 103

ProProfs Blog

APRIL 12, 2019

More so for Software-as-a-Service (SaaS) companies since acquiring new customers on a B2B level is much more difficult. Churn rate is a key metric that needs to be evaluated by all SaaS-based organizations. This has led to companies using Net Promoter Score (NPS) surveys as a metric to evaluate customer loyalty and reduce churn rate.

SaaS 120

SaaS Customer retention Surveys Morale 120

Influitive

OCTOBER 30, 2015

Today’s customers have lots of choice, and since most B2B services run on a subscription basis, customers can cancel at virtually any time. Tweet this quote: “It’s not about B2B or B2C, it’s B2H–Business to Human.”. Chandar says marketers need to start organizing around metrics that matter. Focus on customer interaction.

Marketing 79

Marketing B2B B2C Upselling 79

Totango

JUNE 24, 2022

Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B. For example, a B2C customer might prioritize user experience, while a B2B client might emphasize return on investment. Expansion of product usage through upgrade, upsell and cross-sell offers.

Best practices 109

Best practices SaaS Journey mapping B2C 109

TeamSupport

MARCH 10, 2021

The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn, which we explored in Part 2. With increasing revenue as its primary focus, TeamSuccess boldly repositions the role of B2B customer success software in the industry.

B2B 98

B2B Upselling Coaching Customer Support 98

JivoChat

AUGUST 24, 2021

Many people don’t understand the importance of customer service metrics. Unfortunately, while most companies obsessively track sales and marketing numbers, they completely overlook customer service metrics—and miss out on the insights they can learn about customer service, customer satisfaction, and brand loyalty. Ticket Volume.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

ChurnZero

JUNE 15, 2021

In a world seemingly obsessed with hyper-growth, this may sound like heresy, but when evaluating a B2B software-as-a-service (SaaS) company, the most important metric we look at is retention. The Different Types of Retention Metrics. cross-selling, upselling, etc.) They are the opposite sides of the same coin.

Metrics 59

Metrics SaaS Upselling Surveys 59

Totango

APRIL 11, 2019

To improve the diagnostic value of customer success health scores, build them around the right metrics and derive solutions by understanding how those metrics impact customer lifetime value. It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn.

Metrics 90

Metrics Upselling Accountability Enterprise 90

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. So let’s start! So why should you care?

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

CustomerSuccessBox

JUNE 5, 2019

TL;DR A single customer health score is not ideal for a B2B SaaS business. Monitoring the right metrics, i.e., don’t mix support signals with product adoption signals. Acting on poor leading metrics till health score is good. A SaaS customer goes through acquisition, onboarding, retention, and upsell.

Best practices 89

Best practices SaaS Accountability B2B 89

ChurnZero

OCTOBER 8, 2021

Understanding Customer Success vectors as an upgrade to KPI metrics. Customer Success vectors come as an upgrade to snap-shot, in-the-moment KPI metrics. That is, KPI metrics are lagging indicators. Let’s look at an example to understand how success vectors can supplement KPI metrics. . Excellent B2B relations. .

SaaS 98

SaaS Metrics B2B Enterprise 98

CustomerSuccessBox

MAY 25, 2021

Customer retention is critical — particularly for B2B SaaS companies. Loyal customers contribute to your revenue growth through Upsells, providing referrals, and advocacy. Measuring both of these metrics will give a more balanced view of your retention. You cannot keep upselling if you lose clients!

Customer retention 52

Customer retention Metrics Upselling SaaS 52

ProProfs Blog

DECEMBER 27, 2020

To make sure your efforts are reaping benefits, track metrics such as number of new visitors, percentage of new visitors vs. overall visitors, and number of new direct visitors. To make sure your efforts are reflecting expected results, track metrics such as: New leads generated. Troubleshoot any confusions. Returning direct visitors.

Journey mapping 148

Journey mapping Education B2B Sales 148

Totango

MAY 10, 2022

Trials of upsell products. In the context of B2B SaaS products geared toward enterprise users, the customer engagement strategy seeks to promote adoption by product users, executives, and stakeholders. Support metrics: How many support tickets has the customer opened, and what have the results been? Renewal of subscriptions.

Journey mapping 81

Journey mapping SaaS Enterprise B2B 81

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 98

Upselling Metrics SaaS Sales 98

Totango

SEPTEMBER 1, 2022

B2B clients tend to measure performance in terms of key performance indicators, so SaaS QBR discussions often focus on KPIs. In general, QBR meetings help ensure that SaaS clients receive the value they’re paying for from their software provider, promoting higher subscription renewal, upsell, and referral rates.

SaaS 104

SaaS Journey mapping Upselling Best practices 104

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 97

Upselling Metrics SaaS Sales 97

CustomerSuccessBox

MARCH 4, 2022

Increases the way for upselling, cross-selling the products. Metrics for expectations. Each of these expectations is measured using the metric to see if it is attained or not. A metric must be predefined to know its efficiency whereas the team must be set to track the metrics at each stage.

B2B 52

B2B SaaS Metrics Upselling 52

JustCall

JULY 23, 2020

In this blog, we'll run you through all the important sales metrics and KPIs you need to assess for optimum results. . Measuring your sales metrics and KPIs is a healthy exercise for improving overall sales performance. But, weighing every other metric under the sun means you're in for a waste of your precious time.

Sales 52

Sales Metrics Upselling Benchmark 52