CSM Practice

JUNE 4, 2021

A high touch customer success model involves frequent touchpoints with customers about the entire SaaS journey, from onboarding to after-sales activities. For example, conducting business reviews is expected to result in an increase in upsell revenues (See Expansion Revenues KPI example below). Expansion Revenues rate. Gross Churn .

SaaS 52

SaaS Upselling Metrics CRM 52

ClientSuccess

MARCH 9, 2020

As modern SaaS customers have changed and grown more complex over the last few years, the roles of customer success and customer experience have also changed. Every customer interaction, whether it’s a conversation with marketing about a case study or a negotiation with a CSM over an expansion opportunity, influences the customer experience.

Customer Experience 74

Customer Experience Upselling Accountability SaaS 74

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. According to studies , the LTV value should be at least 3 times the CAC in order for your company to grow and be sustainable. This is a reactive approach and is NOT true.

Best practices 40

Best practices Customer retention SaaS Metrics 40

Amity

MARCH 1, 2018

It is possible to analyze Net Promoter Score data in spreadsheets but most SaaS companies find that cumbersome. Route your promoter responses to Marketing, they may want to reach out for a testimonial or a case study. DON'T take too long to analyze the results of your NPS program. You may lose customers if you lag.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

Totango

MARCH 2, 2021

The SaaS business model has transformed contemporary understanding of customer journey stages. Before the rise of SaaS, the customer journey was typically viewed from a marketing and sales perspective, as represented by the image of a funnel marking the steps from brand awareness to a sale. Case Studies. Consideration.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. That is why it is a SaaS product and not a one-time purchase! Predictable Upsells. This is the next level of the previous point.

Upselling 52

Upselling SaaS B2B Metrics 52

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. Under all the fancy showbiz lies the fact that running a SaaS business is very challenging. Benefits of having a Customer Success Software for your SaaS business-.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

ClientSuccess

NOVEMBER 26, 2018

While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, and having upsell conversations, their customer marketing strategies and results can often fall short.

Marketing 56

Marketing Upselling SaaS Customer retention 56

CustomerSuccessBox

MAY 16, 2022

Since you choose to read this blog, I suppose you already know the gravity of Customer Success in a B2B SaaS business. Now, imagine having a great SaaS product where you are already providing the top-notch customer support, and somehow when the day of renewal comes your customer refuses to renew your subscription.

Management 52

Management Upselling SaaS Accountability 52

CustomerSuccessBox

JULY 29, 2020

CS teams should maintain consistency with the metrics (like retention, upsell, NPS) but the targets should be discussed to make them achievable in these times. Puneet suggested that no CS team runs on a single KPI but rather a set of KPIs like logo retention, MRR Retention, Upsell etc. How should we talk about upsells and renewals now?

Upselling 52

Upselling Metrics SaaS APIs 52

NobelBiz

MAY 25, 2023

Increased Revenue Opportunities CDPs can increase revenue opportunities for call centers by providing more accurate and detailed customer profiles, which can help businesses identify new sales and upsell opportunities. This can help businesses streamline data management processes and improve overall operational efficiency.

call center software 98

call center software Call Center APIs Contact Center 98

Amity

JULY 4, 2017

For end users and other customer contacts, trigger the survey within your SaaS product. It is possible to analyze Net Promoter Score data in spreadsheets but most SaaS companies find that cumbersome. Route your promoter responses to Marketing, they may want to reach out for a testimonial or a case study.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

CustomerSuccessBox

MAY 18, 2022

A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. If you are on the verge of reading everything about SaaS, this is the place for business leaders, and SaaS founders including customer success specialists to learn about customer success, growth strategies, and much more!

SaaS 52

SaaS Upselling Education Customer retention 52

Totango

JULY 24, 2020

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. Client expansion is the bird-in-the-hand approach to B2B enterprise growth.

B2B 62

B2B Best practices Enterprise Upselling 62

Education Services Group

NOVEMBER 25, 2019

More importantly, an Account Manager’s job is to ensure that the customer renews at the end of their subscription period, add upsells and cross-sells to the customer’s account, and generally ensure a consistent revenue for the company. This is the point where they’re most receptive to new products, cross-sells, and upsells.

Accountability 59

Accountability Management Upselling Sales 59

CustomerSuccessBox

MAY 9, 2022

Doing business while keeping a pleasant client relationship has become exceedingly challenging in today’s hyper-competitive SaaS industry. The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn). Customer Success KPIs.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

CustomerSuccessBox

MAY 30, 2022

*Julie, a Customer Success Manager , with ABC corp (a B2B SaaS firm) is excited about the upcoming annual conference. She instantly thinks about Mr. X, who has been the focus of numerous previous case studies and whose product usage has been positive. These rules have a threshold for upsell or risk signal generation.

Upselling 52

Upselling Calibration Engineering Big data 52

Amity

NOVEMBER 16, 2016

Increased customer upsells /cross sells. If so, they could be great case studies. If you are like a typical SaaS company, you have a TON of customers at various price points. Some great examples would be: Reduced Customer Churn. Increased Customer Engagement. Increased customer references for Marketing.

Accountability 81

Accountability Feedback Upselling SaaS 81

Amity

MAY 25, 2016

Also, the opportunity to be a part of a SaaS company really allowed me to progress, get new opportunities, and create new skillsets which has led me to this stage now, leading this team. Considering we are a SaaS organization and where we wanted to take those two customer-facing teams, we knew it was the right thing to do, and it has been.

Best practices 90

Best practices Metrics Sales SaaS 90

Amity

JANUARY 20, 2016

In this issue of the SaaS Tattler, we've currated a list Customer Success articles that are certified classics. When I co-founded my first SaaS company in the early 2000’s, we treated customer success and customer service as one and the same. Uberflip: a Case Study in Scaling Customer Success. Hire Early.

SaaS 48

SaaS Accountability Customer advocacy Upselling 48

CustomerSuccessBox

MARCH 10, 2022

For customer advocacy, write case studies, and ask for referrals! Figure out the upselling opportunities and act upon customer retention. Coming to the market, all SaaS companies hire for these roles because either the company is customer-centric or wants to increase revenue. But hold that thought! appeared first on.

Management 52

Management Customer retention SaaS Customer advocacy 52

LiveChat

DECEMBER 18, 2018

Upsell – aka “How you like me now?” For example, when I create a case study with our customer and I need a fast response, I choose a chat instead of an email. If you liked this article, you might also be interested in The Role of Customer Success Manager in SaaS – LiveChat Team. Let us know!

Upselling 58

Upselling SaaS Feedback Personalization 58

Amity

NOVEMBER 25, 2014

And like the pioneers in marketing, there is a lot we can learn by revisiting how the pioneers in Customer Success, like Paul Teshima, realized why helping customers succeed was integral to SaaS success and in doing so, shaped this discipline. I recognized that in SaaS you had to have a more pervasive accountability to the customer.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

Education Services Group

JUNE 29, 2019

If your business model is based on high acquisition, five percent churn might be sustainable, but most B2B SaaS businesses simply aren’t built that way. The sales team has already put in the legwork to negotiate the initial sale, so they can bring that experience and expertise to selling renewals and upsells.

SaaS 40

SaaS Upselling Customer retention B2B 40

ClientSuccess

APRIL 20, 2017

The Rise of SaaS and Customer Success. This led to delivering reports via CDs and eventually to the delivering via the Internet, which is what we now refer to as a SaaS or cloud-based model. Product wants to speak with a customer about a feature, Marketing wants to do a case study, and so on. The First CSM at Marketo.

SaaS 40

SaaS B2B Best practices Engineering 40

CustomerSuccessBox

JULY 19, 2022

Successful SaaS companies grow in two ways: by acquiring new customers and by retaining existing customers (i.e., In contrast, a framework covers all the best practices & fundamentals that should be present in all B2B SaaS businesses. You can use data to determine the best time to push upsells to your customers.

Upselling 52

Upselling SaaS Best practices B2B 52

CustomerSuccessBox

NOVEMBER 16, 2021

CS ensures the customer is at the center of the business strategy of modern B2B SaaS firms. This could help your business in the form of renewals, upsells, and referrals as well. Resources- Blogs, Podcasts, Case studies, etc. Documented FAQs, blog posts , podcasts, customer case studies, etc.

Management 52

Management Upselling Feedback B2B 52

Education Services Group

MAY 11, 2018

One case study showed that even just a minor increase in human-touch engagement resulted in increased customer software subscription renewals. take advantage of upsells and cross-sells. While attending this year’s Gainsight Pulse Conference, the significance of human-touch was made clear across the board. High churn rates.

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

Natalie Petouhof

SEPTEMBER 3, 2015

Bluenose Analytics offers a customer success platform that allows SaaS businesses to manage customers with complete visibility, a robust early warning system, and built-in playbooks. Bluenose helps companies spot opportunities to deepen engagement with customers and maximize revenue through renewals and upsells.

Management 40

Management Sales SaaS Engineering 40

ChurnZero

FEBRUARY 26, 2021

But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In Blog: The SaaS Debate: Who Owns the Renewal and Upsell? Customer Success vs. Sales.

Management 59

Management Feedback SaaS Sales 59

CSM Practice

FEBRUARY 24, 2020

Advocacy activity measures the number of advocacy activities your CSM or Customer Success team drove, such as referrals, reviews, case studies, etc. Net Promoter Score (NPS) is the percentage of your customers that are likely to recommend your SaaS solution to others. 6. Net Promoter Score (NPS).

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

Amity

JUNE 10, 2014

Managing a KPI such as ‘Revenue at Risk’ helps justify and improve the ROI of investing in customer success through targeted upsells, cross-sells and expansion. The net result of this is a switch from reactive to proactive customer management, which reduces churn and increases net revenue per customer.

Upselling 48

Upselling Engineering Analytics Metrics 48

ChurnZero

DECEMBER 20, 2019

By focusing efforts on retaining active users by iterating their existing services based on rich customer data, companies will have more opportunities to engage, upsell , and ultimately scale. . . Like any SaaS platform, you get out of it what you put in. Jay Nathan , Founder & Managing Partner, Customer Imperative .

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

Education Services Group

FEBRUARY 5, 2019

Guiding your customers at the right pace, with the right understanding of their business, and providing the right tools are the keys to a successful SaaS customer journey. You’ve achieved the business case they were hoping for and shown them that their investment in you was worth the money. 5) ADVOCACY.

Education 45

Education Upselling Marketing SaaS 45

CustomerSuccessBox

APRIL 3, 2022

CustomerSuccessBox is a customer success platform that helps high-growing B2B SaaS companies reduce churn and grow their recurring revenue. It enables Customer success managers like you to deliver a consistent customer onboarding experience, improve retention and drive upsell We’re that excited to have you on board!

APIs 52

APIs Accountability SaaS Marketing 52

Education Services Group

FEBRUARY 5, 2019

Guiding your customers at the right pace, with the right understanding of their business, and providing the right tools are the keys to a successful SaaS customer journey. You’ve achieved the business case they were hoping for and shown them that their investment in you was worth the money. 5) Advocacy.

Education 40

Education Upselling Marketing SaaS 40

JustCall

APRIL 5, 2023

Inspiring Real-Life Case Studies To Learn From Real-life case studies of successful customer success programs are a great way to see how customer success programs can work well for a business. This allows more opportunities for your team to upsell and cross-sell to customers.

Management 52

Management CRM Customer retention Analytics 52