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. This makes customer retention a necessity for SaaS-based companies. Churn rate is a key metric that needs to be evaluated by all SaaS-based organizations. Why NPS Is Necessary for SaaS Companies.

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SaaS Customer retention Surveys Morale 120

CustomerSuccessBox

JUNE 27, 2021

Upselling in B2B SaaS is a strategy designed to sell a more feature-rich product edition to an existing customer. Prioritizing customer acquisition should not be your only priority for upselling growth. You have to look ahead towards long-term growth and retention to design strategic upsell paths.

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Upselling B2B SaaS Accountability 52

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This article will give you six best practices for optimizing your B2B customer segmentation. What Is B2B Customer Segmentation? Why Should You Use B2B Customer Segmentation?

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Best practices B2B Journey mapping Upselling 103

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.

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SaaS Journey mapping Upselling Best practices 101

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.

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Best practices SaaS Journey mapping B2C 106

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. Then, we’ll consider how B2B customer service differs from customer success in a B2B context.

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B2B Customer Service B2C Interactive Voice Response 95

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.

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SaaS Customer centricity Upselling B2B 98

Comm100

NOVEMBER 11, 2015

Before you roll your eyes and point out that you don’t have a magic lamp to rub, consider your upselling game. Do you really know how to upsell? Maybe you’ve just been going about upselling the wrong way, with awkward timing and subpar recommendations. Find Appropriate Upsells. Have you even been trying?

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Upselling Sales Scripts B2C 78

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.

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SaaS Metrics Customer retention Upselling 98

Pointillist

MARCH 22, 2018

90% of customer value for B2B businesses is obtained after the initial sale.’ – Marketo. JetBlue has in the past made as much as an additional $140million in revenue through its upsell program called ‘Even More Space.’. In this post, I take a detailed look at: What is upsell and cross-sell? Upsell Or Cross-sell?

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Upselling Analytics B2B B2C 71

Amity

FEBRUARY 18, 2014

While the core model is unchanged, Moore makes it clear that ‘Crossing the Chasm’ is strictly a B2B model. While Geoffrey Moore is clear that the Four Gears model applies to consumer markets, as the SaaS business model evolves and industry adopts more of the tactics of consumer markets, it starts to resemble the B2C markets in many ways.

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B2B SaaS B2C Upselling 48

CustomerSuccessBox

MARCH 25, 2021

Financial Mathematics of a SaaS business model. SaaS business models are different from traditional business models. Unlike the traditional business model, where once the opportunity is marked closed-won, it’s time to celebrate, but when it comes to SaaS, the acquisition is not the end game. Upsell, Expand, and Grow.

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Customer retention SaaS B2B Upselling 52

TechSee

FEBRUARY 5, 2019

SaaS suppliers must therefore evolve their customer-facing solutions, demonstrate greater value and delivering bigger wins for less. 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.

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Customer Experience B2B Upselling SaaS 173

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.

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Best practices Customer retention SaaS Enterprise 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.

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SaaS Upselling Accountability Sales 71

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 ).

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Customer Support B2C Upselling B2B 115

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.

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SaaS Upselling Accountability Sales 71

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. AI-Powered Recommendations.

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Customer retention SaaS B2B Upselling 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.

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SaaS Journey mapping B2C B2B 59

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.

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B2B Management Upselling SaaS 59

CustomerSuccessBox

JUNE 11, 2021

Let’s admit to the fact that it is the Recurring Revenue that is going to make or break your SaaS business and the three factors that are responsible for your SaaS Revenue growth are-. Upselling to existing customers , which is more or less the direct window to the Recurring Revenue for your SaaS Business.

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Upselling SaaS APIs Enterprise 52

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.

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Customer Experience B2C Journey mapping B2B 167

CustomerSuccessBox

MARCH 4, 2022

Increases the way for upselling, cross-selling the products. The post Customer Success Plan for Mature B2B SaaS Firms appeared first on. Customers can see the early value as per the set defined plan, to trust their business with your product. It steers clear of the probabilities of churn.

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B2B SaaS Metrics Upselling 52

CustomerSuccessBox

JANUARY 21, 2022

Upsell discussion happens when your product either delivers expected value or exceeds it. Wait, what’s an Upsell? An upsell is a technique used by, usually, the salespeople and/or CSMs to pitch to the customer to consider either purchasing an expensive product or upgrading to a more feature enhanced product.

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Upselling B2B SaaS Sales 52

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.

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SaaS Journey mapping B2B Feedback 110

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 !

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SaaS Upselling B2B Benchmark 52

ChurnZero

JUNE 23, 2023

Not too long ago, SaaS companies were focused on growth at all costs. Fortunately, SaaS Capital , which provides debt financing to growth companies, recently published its annual B2B SaaS retention study. Source: SaaS Capital’s 2023 SaaS Retention Benchmarks for Private B2B Companies This benchmark varied by ACV.

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Benchmark Customer retention SaaS B2B 52

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.

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SaaS B2C B2B Metrics 71

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. You cannot schedule an upsell engagement at a predetermined time in the customer journey.

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B2B Enterprise Best practices Upselling 62

CustomerSuccessBox

DECEMBER 28, 2021

B2B customer segmentation best practices. With the early warning system, you can proactively and quickly respond to changes in the customer experience, take advantage of renewal and upsell opportunities, and revive customers who are under threat of unsubscribing. Are your clients autonomous? Do you have many?

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B2B SaaS Best practices Accountability 52

CustomerSuccessBox

DECEMBER 13, 2018

Upselling strategies can improve your upsell rate drastically, leading to the financial growth of the company. However, we need to start with the basics before we can learn about upselling strategies. What does Upsell exactly mean? Why is Upsell important? This is where upsells come into the picture.

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Upselling SaaS Feedback B2B 40

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. Uncover Opportunities With Upsell Campaigns. The same holds true for our vendors. Customer Success Around the Web.

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SaaS Marketing Upselling Chief Customer Officer 64

CustomerSuccessBox

JUNE 9, 2021

Plus, here’s a reason Why your SaaS might need an onboarding specialist? Bonus Tip: 5 Steps to defining a perfect Customer Onboarding process for a SaaS Customer. The post Who should manage customer onboarding in a SaaS company? appeared first on The Customer Success Blog for B2B SaaS from CustomerSuccessBox.

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SaaS Management Upselling B2B 52

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. Ultimately, you have to identify unmet needs so that you can upsell / cross-sell. Perfect health for a B2B SaaS account.

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Best practices SaaS Accountability B2B 89

ChurnZero

OCTOBER 8, 2021

We have two customers, both are large enterprises signed up to use a given marketing SaaS product. Both customers have had good relations with the SaaS enterprise for years, and are comparable in size, geography, and stage. . Excellent B2B relations. . A large number of opened accounts with the SaaS business. .

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SaaS Metrics B2B Enterprise 98

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. A customer engagement strategy is an action plan for promoting active client use of your SaaS product. Trials of upsell products. It’s especially important to engage executives and stakeholders to ensure retention. Renewal of subscriptions.

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Journey mapping SaaS Enterprise B2B 79

ChurnZero

SEPTEMBER 8, 2021

Join Cloud and SaaS Founders, VC and Execs, in-person, once again in the SF Bay Area! The 7 th SaaStr Annual is the largest non-vendor confab in the world, uniting the global B2B SaaS community both online and off. 6 Tips to Learn Hw to Upsell and Cross-Sell – Discover how to expand your customer accounts with integrity. .

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Personalization SaaS Upselling B2B 95