Totango

FEBRUARY 5, 2019

ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement. Reducing Churn with SaaS Strategies. The digital transformation of business has empowered customers to expect responsive, personalized service from SaaS providers. Why SaaS Customers Churn. Rapidly Onboarding.

SaaS 76

SaaS Upselling Customer retention Benchmark 76

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

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

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

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 !

SaaS 52

SaaS Upselling B2B Benchmark 52

CustomerSuccessBox

FEBRUARY 17, 2022

Unfortunately, many SaaS companies overlook this and focus on generating new leads. Most people judge the performance of a SaaS company by its Monthly Recurring Revenue (MRR) while evaluating a company by its Net Dollar Retention (NDR) can provide much more valuable insight. NDR Benchmarks, Formula & more appeared first on.

Benchmark 52

Benchmark SaaS Customer retention Upselling 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.

SaaS 72

SaaS B2C B2B Metrics 72

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Benchmarking – Entering the arena to win an award provides the opportunity to compare your Customer Success team with others in the industry. Uncover Opportunities With Upsell Campaigns.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

PeopleMetrics

APRIL 17, 2015

This subjective perception makes CX optimization evasive, ambiguous, and challenging to measure and benchmark. When customers are retained for longer periods of time (or partake in upsells and additional products, seats, licenses, etc.), However, to enhance your CX, you must first measure and benchmark it. Response Times.

Marketing 108

Marketing Customer Experience Benchmark Wireless 108

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.

Customer retention 52

Customer retention SaaS B2B Upselling 52

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. 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. Establishing benchmarks representing progression and completion of onboarding.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

Totango

MARCH 5, 2021

Second , you can use your current CRR as a baseline to set goals and benchmarks for improvement. For example, in the SaaS industry, 35% is a good retention rate. Retaining customers is far less expensive than the cost of acquiring new ones and can bring growth in the form of upsells from current customers.

Customer retention 92

Customer retention Upselling Enterprise Benchmark 92

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 youre measuring what really matters. The Q&A portion of the webinar further explored commonly misused metrics, benchmarks, and measurement practices in Customer Success and SaaS. What’s your NRR?

SaaS 52

SaaS Metrics Surveys Enterprise 52

Totango

FEBRUARY 10, 2021

To put your goals of promoting customer success into action, you can define benchmarks that measure success in quantifiable terms. Lead conversion: the decision-making process which converts a prospect into a buyer (such as signing up for a free trial of a SaaS product). Set Success Goals for Each Stage of Your Customer Journey Map.

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

Cincom

FEBRUARY 14, 2025

Align subscription-based or usage-based pricing models with long-term revenue strategies for SaaS or service-driven businesses. 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.

Best practices 40

Best practices Sales CRM Finance 40

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. Executive Sponsor: . Primary Contact(s): .

Management 98

Management Chief Customer Officer Upselling SaaS 98

ClientSuccess

MARCH 5, 2020

Customer success is one of the most important – and fastest-growing – factors of today’s SaaS business models. Customer success professionals must be able to define what a ‘successful’ customer account looks like and track their overarching metrics back to these benchmarks.

SaaS 64

SaaS Finance Benchmark Upselling 64

CustomerSuccessBox

NOVEMBER 19, 2018

Assume your sales has just sold a SaaS software to a customer and you are waiting for the implementation to begin. Even if a customer waits for the onboarding to get over, the chances of renewals and upsells decrease with time because everyone wants to achieve early value and get to product adoption.

SaaS 72

SaaS Metrics Benchmark Upselling 72

Totango

APRIL 16, 2021

This lays the groundwork for subscription renewals and upsell opportunities. In a SaaS context, it is especially useful when applied to onboarding emails in conjunction with digital-first customer success technology such as Totango Spark. Usage data may also highlight an upsell opportunity. Personalizing Product Usage Data.

Personalization 71

Personalization Upselling Benchmark SaaS 71

ChurnZero

AUGUST 14, 2020

Track free-trial users for upsell opportunities to convert to paid users. NPS surveys produce a score that is used as a customer satisfaction benchmark to measure your customers’ likelihood to recommend you to a friend or colleague. Who Owns SaaS Customer Expansion and Renewal? Net Promoter Score ® (NPS) Software. Who owns it?

CRM 87

CRM Finance Upselling Accountability 87

CustomerSuccessBox

NOVEMBER 17, 2021

A major shift in the distribution model of software meant that SaaS metrics needed to evolve. If you are a SaaS business, churn is your devil with the pitchfork. But SaaS leaders know the importance of Net Revenue Retention and tracking it. It is an indicator of growth for SaaS businesses. What is Net Revenue Retention?

Upselling 52

Upselling SaaS Metrics Accountability 52

Amity

FEBRUARY 2, 2016

The nature of the SaaS model means that there is a very direct relationship between your company’s ability to achieve its corporate goals and your customers’ ability to achieve their goals. The Software as a Service (SaaS) model, moved the customer into the driver seat, and they are not going to give it up. The best part?

SaaS 80

SaaS Education Customer retention Sales 80

CSM Practice

FEBRUARY 15, 2021

In Q4 of 2020, CSM Practice synthesized its survey results from close to 200 of US-Based SAAS companies. It is more common to be developed and maintained by SaaS companies with CSM to customer ratio of 60 or less. The customer health score is more common by 30% in SaaS vs. On-Premise or services organization.

Surveys 64

Surveys SaaS Benchmark Upselling 64

ChurnZero

MARCH 22, 2019

Did you know: For every 1% increase in revenue retention, a SaaS company’s valuation increases by 12% after five years? To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies. Q&A Recap.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

ClientSuccess

MARCH 5, 2020

Customer success is one of the most important – and fastest-growing – factors of today’s SaaS business models. Customer success professionals must be able to define what a ‘successful’ customer account looks like and track their overarching metrics back to these benchmarks. A close second, however, is metrics.

SaaS 52

SaaS Finance Benchmark Upselling 52

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. . As a customer success professional in 2021, you understand the critical importance of strong, lasting customer relationships.

Benchmark 59

Benchmark Upselling SaaS Customer centricity 59

CustomerSuccessBox

DECEMBER 9, 2021

Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. It is becoming an increasingly ineffective measure in the sense it does not give actionable insights but a good NPS score is still a big Customer Success benchmark. We are here to help you! .

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52

Amity

APRIL 15, 2016

Many customers who use SaaS products follow the same path. When a customer success team encourages, influences and supports a customer’s journey, the customer continues to see value, uses more of the product through upsells and cross-sells, and becomes more loyal (aka sticky). It involves the following ingredients: Vision.

SaaS 56

SaaS Benchmark Upselling Consulting 56

Amity

FEBRUARY 9, 2016

" After reading the Joel Test , we've come up with our own quick test to assess the maturity of Customer Success as a SaaS vendor. If you are a customer success professional considering taking a role at a SaaS vendor, this test can give you a quick sense of how customer success operates there. The Amity Test.

SaaS 66

SaaS Enterprise Benchmark Upselling 66

Totango

JUNE 4, 2021

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. You can also elicit feedback after customers achieve customized benchmarks. Reward Customer Loyalty. Ask for Customer Feedback.

B2C 63

B2C Upselling Journey mapping B2B 63

SmartKarrot

DECEMBER 2, 2022

What if your SaaS (Software As A Service) company discovered a new source of revenue that could potentially boost sales by 20–30% with less effort and money than gaining new logos? A typical SaaS company, regrettably, is not doing enough to maximize this source of money. . Different Types of SaaS Expansion. Cross-sell.

Upselling 21

Upselling Management SaaS Benchmark 21

Help Scout

JULY 20, 2021

Setting up benchmarks for the standards you’d like to achieve with your customers is an essential step for deepening your customer orientation. Here’s a typical example: Imagine you’re on the support team for a SaaS product. A willingness to make it easy (and efficient) is key to becoming a customer service-oriented team.

Sales 145

Sales Feedback Metrics Surveys 145

CustomerSuccessBox

JULY 19, 2021

For SaaS companies today, there are many aspects of their business to consider when creating and measuring success. What Saas businesses do not realize is that excelling in Customer Success (CS) can be a key component to low churn rates and successful business growth. These are Top Customer Success Statistics in 2021. Source: Forbes.

SaaS 52

SaaS Customer retention Surveys Chatbots 52

ClientSuccess

JUNE 12, 2017

Today’s SaaS organizations commonly utilize a subscription business model, where customers pay a recurring fee to gain access to a certain software or cloud-based platform. A cross-sell differs from an upsell, which often increases incoming revenue or expands on a current product offering. Let’s take a look: Subscription Revenue.

SaaS 46

SaaS Metrics Best practices Benchmark 46

CSM Practice

OCTOBER 15, 2019

A steady stream of recurring revenue is essential for any SaaS company. Optimizing the renewal process is the solution to stabilizing and maintaining the recurring revenue streams from SaaS clients. A TSIA benchmark study on renewal rates showed that there is a 13.7 Automation and Communication.

Benchmark 40

Benchmark SaaS Journey mapping Customer centricity 40

ClientSuccess

OCTOBER 24, 2017

“What about early renewals and upsell/cross-sell?”. With answers to questions like these available customer success leaders can strategically lead their team to improving renewals, increasing upsells, and mitigating loss. Ultimate Guide to SaaS Customer Success Metrics. What are we forecasting for our ultimate result?”.

Upselling 40

Upselling Benchmark SaaS Metrics 40

Amity

OCTOBER 23, 2018

However, if you have fewer customers who are only on annual contracts and who you upsell and cross-sell to, you would want to keep a closer eye on Net Revenue Churn. This really depends on your industry so you want to familiarize yourself with industry benchmarks.

Metrics 76

Metrics Best practices Customer retention SaaS 76