ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. Understanding of the unique challenges and opportunities associated with SaaS companies.

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SaaS Upselling Enterprise industry standards 52

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

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. After each instruction-based webinar, customers have a 1:1 consultation with their Customer Success Manager. Uncover Opportunities With Upsell Campaigns.

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SaaS Marketing Upselling Chief Customer Officer 64

CSM Practice

DECEMBER 7, 2020

Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Board members work in areas spanning on-premises technology, Software-as-a-Service (SaaS), and advisory services. Sunnyvale, Calif.—

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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 100

ChurnZero

DECEMBER 9, 2020

With their consulting expertise they have a lot of advice to offer on how to improve metrics and accomplish your ultimate goal of reducing churn and increased retention. CSM Practice is a Customer Success consulting firm that offers advice on customer-centric methodologies to optimize operations and improve productivity. Tri Tuns Blog.

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ChurnZero

FEBRUARY 9, 2021

Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Instructor: Jeannie Walters , Speaker, Writer, and Consultant, Experience Investigators. . Teams are being created to manage the customer life cycle and drive adoption, renewals, upselling, and advocacy. Sales: Customer Success.

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Journey mapping Best practices Upselling Consulting 98

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. Crash Course in Customer Success and SaaS Metrics (with Dave Kellogg). 2: CSM Practice.

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Journey mapping SaaS Customer centricity Education 98

ChurnZero

DECEMBER 29, 2020

The SaaS Debate: Who Owns the Renewal and Upsell? Whether Customer Success or sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. Customers don’t value your word, which as consultants, is how you effect change to drive success. Customer Success vs. Sales.

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SaaS Chief Customer Officer Upselling Metrics 98

ClientSuccess

APRIL 30, 2019

When most executives think about customer success metrics, they typically refer to the core SaaS financial metrics. If current customers are the lifeblood of a SaaS business, then these metrics are the heartbeat metrics for any SaaS company. Customer Success Financial Metrics. Customer Retention Rate/Customer Churn Rate.

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SaaS Metrics Upselling Customer retention 46

ChurnZero

OCTOBER 8, 2021

We have two customers, both are large enterprises signed up to use a given marketing SaaS product. Both customers have had good relations with the SaaS enterprise for years, and are comparable in size, geography, and stage. . A large number of opened accounts with the SaaS business. . Excellent B2B relations. .

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SaaS Metrics B2B Enterprise 98

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. Your checklist serves as a reference document that your customer success team and customers can consult.

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CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams. At the start, it is not feasible to focus on several KPIs like retention, onboarding, upsells etc. So what should the focus be on?

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CSM Practice

JUNE 6, 2020

The valuation of a SaaS company is based on its recurring revenue stream. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently.

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Metrics SaaS Accountability Upselling 89

CustomerSuccessBox

SEPTEMBER 20, 2021

CustomerSuccessBox is an outcome-driven Customer Success software for B2B SaaS, which helps maximize retention, drive product adoption, and grow revenue for your B2B SaaS. Role of Customer Success Manager in a SaaS Company. Lincoln Murphy is a leading customer success consultant, keynote speaker, and author.

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SaaS Customer centricity B2B Best practices 64

ChurnZero

MARCH 24, 2023

Related resource: The crucial nuance behind seven top Customer Success metrics for SaaS companies 2: Should Customer Success own renewal and expansion? The first is when your product is so complex that the relationship and the consultative motion have to be all about the program and the technology. Sometimes, you get forced.

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Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

Related resource: The crucial nuance behind seven top Customer Success metrics for SaaS companies 2: Should Customer Success own renewal and expansion? The first is when your product is so complex that the relationship and the consultative motion have to be all about the program and the technology. Sometimes, you get forced.

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ChurnZero

FEBRUARY 14, 2023

SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. It helps articulate the health of a SaaS business.

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SaaS Metrics Customer retention Construction 52

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): .

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Amity

SEPTEMBER 11, 2017

The SaaS world can be distilled into four main quadrants: horizontal and vertical solutions, at high or low average selling points. Customer Success Managers working with horizontal SaaS need high empathy and an open mind. Relevant experience includes a background in consultancy or business development. Vertical Solutions.

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CSM Practice

SEPTEMBER 25, 2020

06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 07:44 – Irit shares her insights about companies looking to increasing budget for outsourcing and consulting services. What are some of the trends that you’ve seen for cross-sell and upsell for existing customers? The Interview: .

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CSM Practice

DECEMBER 8, 2019

Customer churn is a vital metric for the success of any SaaS company and its customer success team. Churn directly affects the sustainability and growth of SaaS businesses as small monthly increases in churn percentage can compound over time and drastically reduce revenue. Revealing opportunities for cross-sells and upsells.

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SaaS Customer retention Accountability Feedback 88

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you use Customer Success and SaaS metrics in a more nuanced and purposeful way.

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SaaS Metrics Accountability Technical Support 52

ClientSuccess

MARCH 5, 2020

Customer success is one of the most important – and fastest-growing – factors of today’s SaaS business models. Customer success has the unique benefit of addressing and informing all aspects of a modern SaaS business, from finance to sales to marketing. You can get started by scheduling your personal consultation here. .

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ChurnZero

NOVEMBER 22, 2019

Speaker Bio: Emilia D’Anzica is a Customer Success and Account Management Growth Consultant and Partner at Winning by Design. How to Calculate Your Renewal and Upsell Rate – Learn how to calculate these metrics and apply them to your SaaS business. Customer Success Around the Web.

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Chief Customer Officer Education Upselling SaaS 17

Amity

SEPTEMBER 11, 2017

The SaaS world can be distilled into four main quadrants: horizontal and vertical solutions, at high or low average selling points. Customer Success Managers working with horizontal SaaS need high empathy and an open mind. Relevant experience includes a background in consultancy or business development. Vertical Solutions.

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SaaS Upselling Consulting Consulting 54

CustomerSuccessBox

MARCH 27, 2019

Thus, increasing the retention rate, and creating potential opportunity for upsells / cross-sells too. So, make sure you decide it after consulting with your team. Customer success managers have a lot of responsibilities like increasing retention, decreasing time to value, building key relationships, create upsell opportunities, etc.

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Upselling SaaS Best practices Feedback 66

Totango

OCTOBER 20, 2022

Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. They should be comfortable performing sales functions such as encouraging subscription renewals, upselling, and cross-selling. What Makes a Good Customer Success Manager? Problem-Solving.

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Totango

APRIL 4, 2024

I recently hosted a webinar with four leaders from our team to learn how they work together to bolster retention, expansion, and upsells as a truly unified CS and sales front. RACI stands for Responsible, Accountable, Consulted, and Informed and is a great tool for: Overcoming ambiguity. Closing communication gaps.

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ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. Maybe you invite them to more training or offer a consultation. During the course of the day, you’re introducing new customers, fighting fires, getting an upsell, and making sure customers adopt your product.

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SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. Maybe you invite them to more training or offer a consultation. During the course of the day, you’re introducing new customers, fighting fires, getting an upsell, and making sure customers adopt your product.

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SaaS B2B Upselling Metrics 52

CustomerSuccessBox

JUNE 28, 2021

But, the year 2020 has seen a boom in the Customer Success space, as a lot of SaaS businesses are now identifying Customer Success as a strong business imperative. The Acquisition driven SaaS growth is dead and this era is all about retention-led growth. Check out the SaaS customer retention best practices to maximize renewals.

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SaaS B2C Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income. Revenue gained from set-up fees, consultancy services, credit adjustments, or non-recurring add-ons should be excluded when calculating ARR. Average Revenue Per Customer = Total Revenue / Number of Accounts.

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Metrics SaaS Upselling Accountability 52

ChurnZero

JUNE 15, 2023

With less budget to go around, some SaaS companies are merging customer success and account management into one function that’s responsible for an account’s business strategy, product adoption, and value realization, as well as its renewal and expansion. Data is for display purposes only CRMs act as a point of reference.

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ChurnZero

NOVEMBER 27, 2019

ChurnZero’s CCO, Abby Hammer, spoke about getting the resources you need to combat the major obstacle to scaling your SaaS business – Churn! . Or trying to identify trends and patterns that maximize renewals, upsells or logo retention? . As she explained: . Being an effective agent of change is a must.

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ClientSuccess

MARCH 5, 2020

Customer success is one of the most important – and fastest-growing – factors of today’s SaaS business models. Customer success has the unique benefit of addressing and informing all aspects of a modern SaaS business, from finance to sales to marketing. You can get started by scheduling your personal consultation here. .

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SaaS Finance Benchmark Upselling 52

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success? Ability to look for and enable upsell growth opportunity. Culture & Leadership.

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