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 111

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

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. What Roles Are on a Customer Success Team?

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Best practices Chief Customer Officer Customer centricity Sales 98

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. Ultimately, you have to identify unmet needs so that you can upsell / cross-sell.

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Best practices SaaS Accountability B2B 89

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. Offering customized upsells geared toward customer needs and product usage patterns.

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B2B SaaS Education Brand ambassadors 85

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. Gathering the right data and acting on it can prevent churn and even help you capitalize on upsell opportunities.

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SaaS Upselling Enterprise Best practices 87

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 Customer Support Best practices 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

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

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

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 77

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.” .

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Best practices Upselling Accountability SaaS 72

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? Upsells and cross-sells — Do you have upsells to offer your customers? The post Evaluating Who Should Own Saas Renewals appeared first on ClientSuccess.

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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. In order to do that, you need to use the right SaaS customer engagement metrics. SaaS Customer Engagement Begins with the Right Metrics.

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SaaS Metrics Accountability Education 79

Amity

NOVEMBER 27, 2017

Gary’s background is in the wine industry, which got me thinking about the way we talk about Customer Success primarily in the context of the SaaS industry - understandably so, as this is where its roots lay. Non-SaaS companies need to look for industry-specific triggers that give a glimpse into the crystal ball of retention.

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SaaS industry standards Upselling Education 71

Totango

MARCH 19, 2021

Today’s SaaS customer journey re-envisions the customer’s experience as a circular flywheel, emphasizing the continuity between pre-sales and post-sales experience and between the way successful customer retention sets the stage for brand advocacy and the recruitment of new prospects.

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Best practices Customer retention Upselling SaaS 125

CustomerSuccessBox

DECEMBER 4, 2018

In the SaaS world, the customer-acquisition-cost (CAC) is high and the initial payment is peanuts compared to the lifetime value (LTV) of the customer. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. Customer Retention Best Practices. Are you ready?

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Best practices Customer retention SaaS Metrics 40

Totango

JUNE 28, 2021

A f reemium strategy forms a foundation for SaaS marketing, but it’s often used without being understood. A freemium strategy uses a free version of a SaaS product to promote a premium version. Creating opportunities for premium upsells. Here’s a closer look at the basics. We’ll define what a freemium strategy is.

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Upselling SaaS Best practices Sales 93

Totango

MAY 6, 2022

Customer health score is one of the fastest and easiest ways to assess whether your SaaS customers are satisfied with your product and brand. You should consider pursuing value-adding engagements, such as offering upsells or inviting referrals. Here we’ll cover what you need to know about customer health scores.

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Best practices Upselling Metrics Journey mapping 121

Totango

JANUARY 17, 2019

Not to get too philosophical, but each journey begins with a first step, and in the SaaS domain, that means onboarding. Salespeople can become so focused on upselling that they sell the customer a solution that’s too big, has too many features, or costs more than the customer wanted to spend. The Right Solution for the Right Customer.

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SaaS Enterprise Customer retention Upselling 74

Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Identifying customers in the market for upsell offers and referral invitations.

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Customer retention Upselling CRM SaaS 103

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Contract renewal is the stage in your SaaS customer’s lifecycle where they decide whether or not to extend a subscription that is about to expire. What Is Contract Renewal? In-App Promotions.

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Customer retention SaaS Best practices Upselling 97

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.

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B2B Journey mapping SaaS Upselling 119

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

MARCH 31, 2022

Extra resource : Customer Onboarding Framework for B2B SaaS. Best Practices for Effective Customer Onboarding. What are the best practices for effective customer onboarding? That email sequence can then drip instructions, follow-ups, surveys, and upsells across a pre-set period. Follow up after onboarding.

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Best practices SaaS Upselling B2B 52

aircall

FEBRUARY 1, 2021

To make that happen, you’ll need to clearly define your sales training process, invest in the right training programs, and follow best practices for training sessions. . Upsell, cross-sell, referrals. The best sales training programs will help your salespeople increase sales. What Is Sales Team Training? Storytelling.

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Best practices Sales Call Center Coaching 62

Amity

SEPTEMBER 28, 2016

Customer Success is a relatively nascent term, having emerged as a more critical role with the shift in focus towards customer engagement and satisfaction by SaaS companies. Given Customer Success is still in early days, there is not necessarily a set of “best practices” for how to compensate your Customer Success team.

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Upselling SaaS Best practices Sales 95

ChurnZero

FEBRUARY 9, 2021

This course can be taken on its own as an introduction to the topic, or as one in a series of courses from PracticalCSM.com that build upon each other to cover the entirety of CSM best practices in greater detail. Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Level: Intermediate.

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Journey mapping Best practices Upselling Consulting 98

Netomi

NOVEMBER 14, 2022

In today’s digital-first world, and an era of remote and hybrid workplaces, the number of SaaS solutions used by companies on a daily basis is overwhelming – in 2021, organizations worldwide were using an average of 110 SaaS apps! How AI helps SaaS companies connect with customers in the moments that matter most.

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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

CSM Practice

DECEMBER 7, 2020

Board members work in areas spanning on-premises technology, Software-as-a-Service (SaaS), and advisory services. Using recommended processes and policies, CSM Practice’s customers significantly reduce the problem of churn, improve expansion selling, and accelerate new sales deals.

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Chief Customer Officer Upselling SaaS Consulting 81

Totango

SEPTEMBER 13, 2022

Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. What Are The Benefits Of Having A Customer Success Playbook in SaaS? The benefits of customer success playbooks for SaaS providers are numerous. Onboarding.

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SaaS Upselling Best practices Customer retention 90

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

ChurnZero

DECEMBER 9, 2020

SuccessCOACHING helps CSMs and Customer Success teams understand best practices and gives practical advice on how to apply them to resolve real, everyday challenges CS professionals face as they work with their customers. Recommended Read: 5 SaaS Onboarding Best Practices to Ensure Your Customers’ Success.

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Consulting Consulting Best practices Upselling 98

CustomerSuccessBox

FEBRUARY 28, 2022

The net revenue retention rate which you may also state as the net retention rate in SaaS businesses is an indicator that depicts the profits and the revenue earned by the business. Let’s look at some of the best net retention rate and how they are doing good at it. Best practices: Consumption vs subscription.

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SaaS Best practices Enterprise Customer retention 52

ChurnZero

MAY 3, 2022

A consulting firm that specializes in helping tech and services organizations optimize their CS effectiveness, CSM Practice offers an encyclopedic CS YouTube channel covering everything from the basics of CS to deep dives into KPIs. Customer Success skills (playlist) : Quick tips and best practices for CSMs on the ground.

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Journey mapping SaaS Customer centricity Education 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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