Totango

SEPTEMBER 29, 2020

It is the sum of the profit you make from your customers over time, rather than any single sales event, and it is the most accurate method of anticipating revenue in a customer-centric, Software-as-a-Service (SaaS) environment. Customer Lifetime Value SaaS Equation. Maximizing Customer Lifetime Value in SaaS.

SaaS 110

SaaS Enterprise Metrics Upselling 110

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ChurnZero

JULY 29, 2022

Acquiring new customers is good. But keeping the customers you have is better. With the rise of the SaaS model, retention has dethroned acquisition as the primary means to achieve long-term growth and high valuation. The upsides of the customer success approach are unparalleled. Customer Success increases customer value.

SaaS 98

SaaS Customer centricity Upselling B2B 98

CustomerSuccessBox

APRIL 27, 2022

Upselling is crucial for any B2B SaaS business. So, having B2B SaaS upselling strategies is vital for your business growth. If yes, then it might be time to set the ball rolling for an ‘Upsell’ conversation. Putting an upsell plan in place, knowing the strategies, etc. Cross-sell vs Upsell.

Upselling 52

Upselling B2B SaaS Feedback 52

Nicereply

NOVEMBER 21, 2022

Discover great customer retention tools and empower customer satisfaction. Losing customers is something that every business fears. Considering that the SaaS industry is a competitive one, customer retention is crucial. Why is Customer Retention Critical for SaaS? Customer churn is inevitable.

Customer retention 98

Customer retention SaaS Upselling Analytics 98

CSM Practice

MAY 13, 2020

CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies and customer success management teams. We generated an overall analysis of the pandemic effects on Customer Success from around the globe. They were able to communicate efficiently with customers and the company.

SaaS 83

SaaS Surveys Upselling Customer retention 83

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 88

B2B SaaS Education Brand ambassadors 88

Totango

AUGUST 12, 2020

Your customer signed on in search of value, and the quicker you can deliver that value, the more likely you are to build lasting relationships with customers. 5 Tips to Maximize the Customer Onboarding Experience. The customer should also have a place to share feedback. Choose the Right Customer Success Platform.

SaaS 88

SaaS Upselling Enterprise Best practices 88

Totango

APRIL 24, 2020

Rather, customer retention for SaaS enterprises is a result of the customer experience. It is an outcome based on an emotional reaction and connection to the performance of a supplier and the value a customer experiences through using that enterprise’s product. Why Customer Retention Matters.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

ClientSuccess

MARCH 9, 2020

When many of us in the business world (yes, even those of us in customer-facing roles) hear the phrases ‘Customer Success’ and ‘Customer Experience’, we often think of them as interchangeable. After all, don’t they both deal with engaging customers? Understanding Customer Success.

Customer Experience 97

Customer Experience Upselling Accountability SaaS 97

Totango

FEBRUARY 5, 2019

It’s about proactive customer success , not reactive customer service. ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement. That information is then turned into customer solutions that create an ongoing revenue source across the entire customer journey.

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

Pointillist

FEBRUARY 19, 2018

But most companies still force these evolved customers onto engagement paths that are steeped in legacy and instantly feel outdated. Artificial intelligence can be successfully employed to provide an intelligent, convenient and informed customer experience at any point along the customer journey. Business Context.

Customer Experience 111

Customer Experience Analytics APIs B2B 111

Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

ChurnZero

NOVEMBER 4, 2022

To get a CEO’s perspective on the matter, ChurnZero’s You Mon Tsang joined ESG for a special CEO panel on “ The economy and Customer Success: The impact and what to do about it ,” with ‘nuffsaid’s Chris Hicken and Kapta’s Alex Raymond. Difficult conversations lead to deeper customer connections. Profitability wasn’t a focus or concern.

SaaS 98

SaaS Customer centricity Finance Best practices 98

Totango

APRIL 8, 2020

The prevalence of short-term subscription solutions with little initial customer investment make it easy for customers to leave arrangements that don’t meet their highly personalized expectations. It has never been easier for unhappy customers to churn. It shifts the goal from happy customers to successful customers.

Customer Experience 106

Customer Experience Enterprise Education Accountability 106

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?

SaaS 78

SaaS Best practices Upselling Journey mapping 78

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. Drive customer satisfaction, loyalty, and renewal rates within this high-value segment.

SaaS 52

SaaS Upselling Enterprise industry standards 52

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. Well-managed communities are proven to increase customer retention, provide valuable product insights, expand brand awareness, and improve overall customer satisfaction.

SaaS 52

SaaS Gamification B2B Metrics 52

aircall

SEPTEMBER 11, 2017

Excellent customer support can be a powerful marketing asset — attracting interest, inspiring loyalty, and creating advocates in an incredibly cost-effective manner. 58% of customers will go out of their way to buy a product or service from a company they know will offer excellent customer service. Northridge Group ).

Customer Support 115

Customer Support B2C Upselling B2B 115

Totango

MARCH 10, 2020

Put simply, if you continuously deliver value, your customers will stay happy. Customer Experience as Value. Every customer that invests in your product is really investing in their own future. To do that, we can use these 5 customer experience tips: Turn Customer Hopes into Personal Goals.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

CustomerSuccessBox

OCTOBER 23, 2018

Renewal rates are the lifeline of any SaaS company. The growth of any SaaS business not only depends on new customers but also the renewal rate. High renewal rates provide a stable revenue source every month which helps you to focus on upsells, advocacy, and acquiring new customers. Allocate responsibility.

SaaS 72

SaaS Upselling Accountability Customer Experience 72

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Making upsell offers.

B2B 122

B2B Journey mapping SaaS Upselling 122

ClientSuccess

MARCH 9, 2020

When many of us in the business world (yes, even those of us in customer-facing roles) hear the phrases ‘Customer Success’ and ‘Customer Experience’, we often think of them as interchangeable. After all, don’t they both deal with engaging customers? Understanding Customer Success.

Customer Experience 74

Customer Experience Upselling Accountability SaaS 74

CSM Magazine

JANUARY 28, 2025

Onboarding Training Welcome new customers with informative guides, video tutorials , and walk-throughs to help them get started smoothly. For example, a SaaS company might offer an in-app tutorial detailing their platform’s key features. How Can Customer Education Benefit Your Business?

Education 52

Education Upselling SaaS Self service 52

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.

Upselling 96

Upselling SaaS Best practices Sales 96

CustomerSuccessBox

JULY 9, 2021

A customer journey is very specific to the physical experiences your customers have. Importance of Customer Journey in SaaS. In the SaaS business, the customer is the ultimate boss. Customer onboarding is the first thing that a customer goes through after buying/subscribing to your product.

SaaS 59

SaaS Journey mapping B2C B2B 59

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. In-app sessions and user experience. Upsell purchases.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Solvvy

JUNE 17, 2021

While delivering 24/7 support for customer’s common questions, Workflows fully automate the more complex requests that users may experience, such as payment and subscription changes which would normally require a full-time agent to help manage. Premium Service for Premium Customers.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

CSM Practice

FEBRUARY 8, 2023

With the value of the software-as-a-service (SaaS) market estimated to hit $225 billion in the US by 2025 , the industry offers lucrative opportunities for tech entrepreneurs. However, launching a SaaS company can be risky. for SaaS companies, compared to over 10% for paid advertising clicks.

SaaS 52

SaaS Metrics Advertising Upselling 52

ChurnZero

DECEMBER 1, 2023

The essential handbook for building the modern customer success program Are you ready to elevate your SaaS business with a robust customer success program? Dive into “the ultimate guide to customer success in SaaS” and gain the insights and strategies you need to create a high-performing customer success team.

SaaS 52

SaaS Customer advocacy Journey mapping Customer centricity 52

ChurnZero

DECEMBER 29, 2020

Customer Success teams can easily level up their performance and optimize their output by using third-party integrations to bring their company-wide customer data into a central hub. How To Nail Implementation and Customer Success Handoffs. The SaaS Debate: Who Owns the Renewal and Upsell?

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals, customer journey maps, health scores, segmentation, QBRs and much more. Start with: What is Customer Experience?

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

Totango

SEPTEMBER 13, 2022

A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. 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. Plan, analyze, and understand your customer lifecycle.

SaaS 93

SaaS Upselling Best practices Customer retention 93

Lumoa

MARCH 12, 2023

How important is customer experience, really? Ask most business leaders and they’ll tell you customer experience (CX) is essential. Everyone and their mother knows that keeping your customers happy and investing in the relationship they have with your business will help you grow. The result? Higher brand loyalty.

Customer Experience 78

Customer Experience Journey mapping Analytics Consulting 78