CSM Practice

MAY 13, 2020

And as we collectively work together to lower the curve, we would like to provide some guidance based on best practices to smoothen customer journeys during the Coronavirus pandemic. These numbers are an indication that sales are slowing down. These numbers are an indication that sales are slowing down.

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Best practices SaaS Customer centricity Finance 128

Totango

AUGUST 9, 2022

This article will give you six best practices for optimizing your B2B customer segmentation. This type of customization provides customers with better service while yielding better results for B2B teams working in marketing, sales, customer service, and customer success. What Is B2B Customer Segmentation?

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Best practices B2B Journey mapping Upselling 106

Totango

AUGUST 3, 2021

A freemium strategy is one of the best ways to sell a SaaS product. However, common freemium SaaS mistakes can thwart this otherwise effective approach. Here we’ll help you steer clear of the most frequent pitfalls SaaS companies encounter when deploying a freemium sales model. Limiting storage space.

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SaaS Best practices Sales Marketing 118

Totango

OCTOBER 25, 2022

The tiers of a SaaS company’s customer success team structure may have a variety of roles. How to Structure a Customer Success Team: Four Best Practices. Customer success organizations will enjoy an optimal performance by following some established best practices. Leverage CS to Increase Sales.

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Best practices Chief Customer Officer Customer centricity Sales 101

Totango

JANUARY 22, 2019

Recurring revenue is the lifeblood of any SaaS enterprise operating within today’s new subscription economy. The digital transformation of business has led to an explosion of demand for SaaS products, but the low barrier to entry and the fluidity it has afforded customers has created immense competitive pressures. Achieve first value.

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Best practices SaaS Upselling CRM 72

Totango

JULY 31, 2020

For SaaS companies especially, the speed and ease with which your customers can progress through new user onboarding will act as the first indicators of how smooth their use of your product will be going forward. How SaaS Enterprises Can Streamline New User Onboarding. Proactively Optimizing SaaS Onboarding.

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SaaS Healthcare Customer retention Enterprise 127

Totango

SEPTEMBER 9, 2022

Best practices for effective QBR meetings. For SaaS B2B clients, QBR meetings tend to focus on assessing value as measured by KPI performance benchmarks. For SaaS B2B clients, possible attendees may include: Managers of end-users. Managers of specific departments using your apps, such as marketing or sales managers.

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Best practices Benchmark Metrics B2B 19

Totango

JULY 1, 2022

For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. This blog will look at why customer loyalty is vital for B2B SaaS businesses and how successful companies effectively cultivate it. First, we’ll discuss what customer loyalty is.

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B2B SaaS B2C Upselling 114

Totango

JULY 31, 2024

In] the enterprise sale, you start by signing on the dotted line, so different expectations and skills are needed.” – Karen Budell , Chief Marketing Officer, Totango + Catalyst Shifting from a product-led growth (PLG) model to an enterprise sales motion is a significant move for any SaaS company.

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Enterprise Sales SaaS Marketing 101

aircall

FEBRUARY 1, 2021

Have you ever looked at a high-performing sales team and wondered what kind of sales team training empowered them to be the best? spend over $70 billion on sales training every year. As you develop your sales team training program, you’ll need to have a good understanding of the purpose and goals of the training.

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Best practices Sales Call Center Coaching 62

ChurnZero

JUNE 24, 2022

What does this mean for B2B SaaS businesses? In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. It’s the largest survey of private SaaS companies in the world with over 1,500 responses.

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Benchmark SaaS Metrics B2B 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. Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies.

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B2B SaaS Education Brand ambassadors 88

CustomerSuccessBox

JUNE 5, 2019

TL;DR A single customer health score is not ideal for a B2B SaaS business. The best practices for configuring a health score include. A SaaS customer goes through acquisition, onboarding, retention, and upsell. Perfect health for a B2B SaaS account. Human/Market input : CSM input, sales inputs, and market trends.

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Best practices SaaS Accountability B2B 89

Totango

OCTOBER 23, 2020

By utilizing certain customer onboarding best practices in your enterprise, you can ensure that your clients successfully learn to use your product, see its value for their business, and start on the right path toward high lifetime value. 7 Customer Onboarding Best Practices to Set Clients Up for Success.

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Best practices Metrics Enterprise Feedback 72

JivoChat

JANUARY 15, 2023

In this article, I’ll show you six lead generation best practices that you can implement to help your business turn more leads into happy customers. A lead could be anyone who has asked a question about a product on your ecommerce site, to someone who signed up for a demo of your SaaS product. What is Lead Nurturing?

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Best practices B2B Sales Multichannel 75

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.

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SaaS Customer Service Best practices Customer Support 83

ChurnZero

NOVEMBER 4, 2022

Discover the lessons these three SaaS CEOs have learned from leading customer-centric businesses through an economic slump, and how you can apply them. Part of adopting an agile mindset means making fast decisions with the best information you have. A SaaS business’s greatest source of intel is direct customer feedback.

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SaaS Customer centricity Finance Best practices 98

Callminer

AUGUST 1, 2017

Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Rachel Ivers worked as an Inside Sales Representative for 8z Real Estate for one and a half years. Katherine Dougherty, MaidPro National Sales Center Director, describes herself as being MaidPro born and raised.

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Contact Center Call Center Average Handle Time Real estate 334

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. Your sales and customer success teams play a role in designing, monitoring, and executing the onboarding phase.

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SaaS Upselling Enterprise Best practices 88

Totango

JULY 17, 2024

You get success right; your revenue is coming.” – Charlie Sonnenberg, VP Sales, Totango + Catalyst Customer-led growth is the only way to protect and sustain revenue growth. Achieving higher retention and growth, however, requires effective collaboration and mutual support between customer success and sales teams. “Success is revenue.

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Sales Metrics Accountability Benchmark 100

aircall

APRIL 16, 2021

SaaS software, also known as cloud-based software, has now gone mainstream, making it easy for teams to leverage all the software programs they need to work collaboratively, wherever they are. Let’s look specifically at how SaaS software can help sync your sales and support teams so they work together in perfect harmony.

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SaaS Sales Coaching APIs 62

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?

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SaaS Best practices Upselling Journey mapping 78

Totango

MAY 19, 2020

The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. No one is certain how this will change the long and short-term behaviors of customers, lenders, and enterprises in a SaaS world. Create a Community for Sharing Best Practices.

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SaaS Best practices Enterprise Finance 77

Beyond Philosophy

DECEMBER 10, 2021

The book lays out some of the best practices for maintaining credibility for the Net Promoter System. For example, Software as a Service (SaaS) companies have a net revenue retention rate, a well-defined component that links to SaaS companies’ market valuations. Several industries use this metric already.

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Airlines Metrics SaaS Accountability 273

ClientSuccess

FEBRUARY 8, 2023

Research Vectors by Vecteezy Many customer success leaders in the SaaS space are faced with the same question: who should own customer renewals? In this blog post, we’ll explore three different ownership models that help define roles between sales and customer success teams when it comes to customer renewals.

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SaaS Upselling Accountability Sales 71

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

Totango

JANUARY 31, 2019

Every successful SaaS company must be a strict disciple of the culture of the customer. SaaS customer engagement, therefore, needs to inform the entire customer journey. Rather than focusing just on sales and renewal, you can maximize every stage of the customer journey by delivering the right level of engagement at the right time.

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SaaS Metrics Accountability Education 79

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

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. In a SaaS company it is vitally important to know how and when my customers are using the platform in order to take advantage of a patterns… [one can] see an upsell opportunity or save a customer from churning by seeing a decline in usage.” . Register today! .

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Best practices Upselling Accountability SaaS 72

ChurnZero

FEBRUARY 7, 2025

Many companies rely on customer relationship management (CRM) systems to handle sales pipelines and track customer interactions. While CRM tools are indispensable for managing sales, theyre not always designed with customer success in mind. CS teams need specialized tools that give them deeper insights and predictive analytics.

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CRM Upselling Best practices Analytics 59

Totango

SEPTEMBER 22, 2022

SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency. This promotes higher customer satisfaction and retention, elevating sales and increasing revenue. What Are SaaS Tools? Marketing and sales.

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SaaS CRM Advertising Analytics 71

Totango

MARCH 19, 2021

The traditional customer journey infographic envisioned the customer’s experience from a sales and marketing standpoint, visualizing a funnel marking the steps from a lead acquisition through a sale, also known as the buyer’s journey. Keep in mind that onboarding can also begin in the presales process.

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Best practices Customer retention Upselling SaaS 126

TechSee

JANUARY 25, 2023

link] Robb Origer, Vice President, Field Services Robb Origer has 25+ years of broad experience in operations, service, and sales. Before joining Sleep Number, Robb gained valuable cross-functional expertise, ultimately leading the sales operations and field operations departments at DISH Network.

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Automotive Management Enterprise B2B 41

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

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Sales Upselling Accountability SaaS 94

CSM Practice

MAY 22, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. What Is the Best Compensation Plan for CSMs?

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SaaS Metrics Accountability Customer centricity 126

Callminer

OCTOBER 11, 2018

If you give your operators clear guidelines to solve commonly occurring problems things will run more smoothly, wait time will be cut down, and best of all, your customers will be very pleased. . Ben M Roberts is the Head of Marketing for a SaaS startup called Talkative. Ben M Roberts @Roberts_Ben_M. Jane Goodayle @PCIPAL.

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Call Center Metrics Contact Center Wait times 561

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. Then, we’ll review how the freemium model has emerged as the optimal way to introduce prospects to SaaS products.

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SaaS Journey mapping Best practices Customer advocacy 99