Totango

JULY 1, 2022

In a B2B SaaS context, SaaS customer loyalty is expressed primarily through actions like subscription renewals, upsell purchases, referrals and product engagement. Other important loyalty metrics include subscription renewal rate , churn rate, upsell rate, and customer lifetime value.

B2B 114

B2B SaaS B2C Upselling 114

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. That’s no surprise.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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. When upgrading your product, marketing considerations also come into play.

Customer centricity 104

Customer centricity SaaS Upselling Metrics 104

Lumoa

JANUARY 31, 2023

In the end, customer experience depends on the work of all departments: from customer service and customer success teams to marketing, product, and HR. Leaders in a variety of business industries use NPS , which makes NPS a great benchmarking tool. Upsell to the promoters and introduce new/additional services and products.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

Totango

DECEMBER 20, 2023

Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category. All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business.

Customer centricity 115

Customer centricity Enterprise Benchmark Upselling 115

Totango

AUGUST 23, 2022

In terms of the customer lifecycle, touchpoints may occur at any point during an interaction with your brand, including: Pre-sales, starting with a prospect’s first marketing touch. Thus, customer journey touchpoints may occur anywhere in the marketing, sales and support processes. Making upsell offers. Customer service.

B2B 122

B2B Journey mapping SaaS Upselling 122

Totango

JUNE 24, 2022

Some of the significant differences from other industries include: In the SaaS market, customer success outcomes encompass customer satisfaction variables common to other industries, such as perceived value, service quality, and the customer’s digital experience. SaaS success outcomes can be defined in terms of measurable digital benchmarks.

Best practices 109

Best practices SaaS Journey mapping B2C 109

Totango

JANUARY 10, 2024

From there, Beswada explained that the insights are grouped into relevant segments and then aggregated into dashboards accessible across the organization to marketing, product, operations, and sales. Partners [product, sales, and marketing] are active participants in building those retention strategies.

Sales 99

Sales industry standards Benchmark Upselling 99

Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Extend upsell offers or referral incentives to customers with high satisfaction ratings. For example, you can: Extend premium upgrade offers to freemium customers.

SaaS 103

SaaS Upselling Metrics Journey mapping 103

Cincom

FEBRUARY 14, 2025

Automate Price Calculations and Adjustments Utilize real-time pricing engines within CPQ to dynamically calculate prices based on market trends, cost fluctuations, and competitor benchmarks. Without a structured approach, they risk suboptimal recommendations, longer sales cycles, and missed upsell opportunities.

Best practices 40

Best practices Sales CRM Finance 40

ProProfs Blog

DECEMBER 21, 2020

Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future. What’s worse is how 94% of marketers are in agreement with the customers about how brands are failing to meet customer expectations. There’s a lot more to this.

Surveys 148

Surveys Benchmark Feedback Sales 148

Lumoa

FEBRUARY 20, 2018

At the end, customer experience depends on the work of all departments: from customer service and customer success teams to marketing, product and HR. Leaders in variety of business industries use NPS , which makes NPS a great benchmarking tool. Upsell to the promoters and introduce new/additional services and products.

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

GetFeedback

AUGUST 30, 2019

Quizzes work brilliantly for social media marketing. A quiz, or in our case a survey, can also be used for market research. What is your monthly budget for SEO and digital marketing services? What KPIs do you use to measure the success of your digital marketing? Do you have an existing relationship with an SEO agency?

Surveys 110

Surveys Entertainment Benchmark Upselling 110

Quality Contact Solutions

OCTOBER 25, 2021

By Marcia Jenkins, Senior Operations Manager According to the 2021 Membership Marketing Benchmark report, it has been a challenging year for association membership. We make outbound calls to renew memberships, win-back lapsed members, promote conferences, and cross-sell and upsell members with new membership programs.

Telemarketing 98

Telemarketing Scripts Benchmark Upselling 98

Totango

MARCH 5, 2021

Second , you can use your current CRR as a baseline to set goals and benchmarks for improvement. This increases your revenue as well as the effectiveness of your marketing, decreasing your marketing costs. A Positive Customer Retention Rate Leads to Renewals and Upsells. How to Improve Your Customer Retention Rate.

Customer retention 92

Customer retention Upselling Enterprise Benchmark 92

Comm100

FEBRUARY 5, 2018

Today, if you google ‘Customer Engagement Software’, you’ll find that the top results are lists of the best customer engagement tools on the market. Marketing (Personalization) Software. Modern CRM software aims to integrate and automate 3 key functions: sales, marketing, and customer support. CRM Software. Live Chat Software.

CRM 68

CRM Marketing Multichannel Self service 68

Totango

MAY 7, 2024

By our math, that means nine out of 10 revenue-accountable leaders need a hand getting on the same page as their fellow go-to-market (GTM) counterparts. If CS doesn’t have commercial conversations with healthy customers, they’re not setting Sales up to re-enter the conversation and potentially upsell. Use your words Talk to each other!

Sales 103

Sales Upselling Metrics Accountability 103

Totango

APRIL 11, 2019

It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn. Combining such metrics across an account performance leaves you with the following display: Doing Well: The customer rates well against health indicators and you should consider value-add engagements such as upselling.

Metrics 90

Metrics Upselling Accountability Enterprise 90

AskNicely

SEPTEMBER 25, 2018

Here’s why: According to The 2018 NPS Benchmark Study, when high-level executive support is present, an organization is twice as likely to successfully build an advanced NPS (Net Promoter Score) program. They might think it’s enough to hire a customer success manager and let that department, or marketing, lead the charge.

Customer advocacy 60

Customer advocacy Benchmark Upselling Best practices 60

Cincom

MARCH 6, 2025

The contemporary competitive market poses a formidable challenge to maintain profitability across multiple sales channels. Instead of relying on manual calculations and outdated spreadsheets, businesses can leverage CPQ to implement strategic pricing models that align with market conditions and customer expectations in real time.

Automotive 40

Automotive Revenue potential CRM Sales 40

Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. The Champion is typically an influential member of the marketing, customer experience or analytics team. By Swati Sahai.

Analytics 93

Analytics Government Metrics APIs 93

Comm100

SEPTEMBER 28, 2022

Live Chat Benchmark Report 2022. Download our annual Live Chat Benchmark Report for free access to the latest live chat data alongside best practices and optimization. You may also want to consider changes in marketing to generate more traffic to your website. Typically, a 50-60% benchmark is good to aim for. Click here.

Average Handle Time 98

Average Handle Time Benchmark Wait times Metrics 98

CSM Practice

JUNE 16, 2020

Benchmarks. o Generally, customers appreciate benchmarks, let alone when their entire competitive landscape must deal with COVID-19 impact. o Is there a way for you to benchmark your customer vs. the market and/or similar organizations? (taking into consideration you are not present in the room). Lessons learned.

Benchmark 64

Benchmark Upselling Best practices Surveys 64

ClientSuccess

MARCH 5, 2020

More and more companies are looking to customer success teams to help guide their overarching business strategy (even in sales, marketing, and product) and to help manage and cultivate long-term account growth. Customer success is one of the most important – and fastest-growing – factors of today’s SaaS business models.

SaaS 64

SaaS Finance Benchmark Upselling 64

RapportBoost

DECEMBER 26, 2018

What trends are you seeing in the market, Tony? In a hyper-competitive market, it’s risky to ignore growing groups of customers. Contact centers using chat can also perfect their “conversational metrics” and see immediate gains in sales, renewals and upsells almost overnight. Agent Training is becoming even more critical.

Benchmark 40

Benchmark Contact Center Chatbots Metrics 40

ChurnZero

AUGUST 14, 2020

Track free-trial users for upsell opportunities to convert to paid users. Professional Services, Product, Development, Operations, or Marketing. This is different from an email service provider which enables mass email marketing or blasts. Customer Support/Service, Sales, or Marketing. Marketing or Sales.

CRM 87

CRM Finance Upselling Accountability 87

Interaction Metrics

APRIL 17, 2025

Best For Small to mid-sized businesses, nonprofits, or solo users who need quick, easy-to-deploy surveyslike customer satisfaction or market researchwithout complex features. Typeform Typeform is ideal for small businesses and marketers who want interactive mobile surveys with user-friendly interfaces that are quick to build.

Surveys 48

Surveys Enterprise B2B Analytics 48

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Strong delivery for, and relationships with, your champions will most certainly make an impact on your future renewal and upsell opportunity outcomes. Alan Alda, Manager of Recruitment Marketing.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Ann Michaels and Associates

JULY 14, 2023

Let’s explore each concept in more detail: Competitive Intelligence Competitive intelligence (CI) involves gathering and analyzing information about competitors, their products, strategies, and market positioning. The goal is to gain a competitive edge by understanding the market dynamics and making informed decisions.

Benchmark 52

Benchmark Upselling Wait times Feedback 52

Cincom

APRIL 15, 2025

Cloud APIs & Microservices Enable seamless integration between CRM, ERP, and marketing automation platforms, ensuring dynamic and contextual interactions. Consequently, customers no longer receive generic marketing messages, and every engagement feels tailor-made. Establish benchmarks to track improvements over time.

Customer Experience 40

Customer Experience Management Chatbots CRM 40

ChurnZero

MARCH 18, 2022

*This question refers to survey results from KeyBanc Capital Markets. Source: 2021 SaaS Survey Results from KeyBanc Capital Markets. This question refers to survey results from KeyBanc Capital Markets. Source: 2021 SaaS Survey Results from KeyBanc Capital Markets. What’s your NRR?” A [Dave]: Totally agree.

SaaS 98

SaaS Metrics Surveys Enterprise 98

Amity

JANUARY 27, 2016

• The Link Between Customer Success, Retention, and Upsells. Satisfied customers will have a positive impact on your bottom line because creating brand advocates leads to renewals and upsell opportunities. Expanding revenue from existing customers leads us to the topic of upsells. Schedule it in advance.

Upselling 57

Upselling SaaS Best practices Sales 57

Influitive

FEBRUARY 16, 2017

In the hyper-competitive world of SaaS products, building relationships with your existing customers is just as important as acquiring new ones—if not more so, since your customers can easily jump from one product to the next if they aren’t satisfied.

Marketing 61

Marketing B2B SaaS Sales 61

ClientSuccess

FEBRUARY 15, 2021

Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. . Here are a few actionable ways to use your new secret weapon to help customers: Set designated service level benchmarks and ask CSMs to meticulously track progress against these goals.

Benchmark 59

Benchmark Upselling SaaS Customer centricity 59

Lumoa

JULY 10, 2018

Will it positively impact our market share? Bain & Company’s analysis in 2015 showed that customer experience leaders grow revenues 4% – 8% above their market. The probability of selling to a new prospect is 5-20%, while the probability of selling to an existing customer is 60-70% according to Marketing Metrics.

Customer Experience 113

Customer Experience Metrics Banking Feedback 113

Lumoa

NOVEMBER 29, 2021

Will it positively impact our market share? Bain & Company’s analysis in 2015 showed that customer experience leaders grow revenues 4% – 8% above their market. The probability of selling to a new prospect is 5-20%, while the probability of selling to an existing customer is 60-70% according to Marketing Metrics.

Customer Experience 97

Customer Experience Metrics Feedback Banking 97

Totango

JUNE 4, 2021

The most basic way to do this is to address customers by name, a technique familiar with email marketing. By tying your cross-sell and upsell offers into your customers’ actual use of your product, you not only increase engagement, but you increase the attractiveness of your offers, helping boost your revenue. Reward Customer Loyalty.

B2C 63

B2C Upselling Journey mapping B2B 63