Totango

APRIL 9, 2019

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer retention 74

Customer retention Upselling Enterprise Metrics 74

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition. Professional services and training.

Customer retention 64

Customer retention Advertising Engineering Upselling 64

CustomerSuccessBox

MAY 25, 2021

Have you ever heard any SaaS founder or VP -CS saying,” I‘m okay with losing a few customers every month?”. That’s because Customer Retention is critical. Customer retention is critical — particularly for B2B SaaS companies. Retaining a customer is way more profitable than acquiring new ones. .

Customer retention 52

Customer retention Metrics Upselling SaaS 52

Totango

FEBRUARY 7, 2019

Know your customer, personalize your communications, and proactively work toward a mutual journey of growth, and you’ll find your retention process becomes as reliable as a well-worn marriage. Customer retention is about the promise of continued growth. Understand your customer’s journey. Define Your Customer.

Best practices 82

Best practices SaaS Customer retention Upselling 82

Totango

JULY 11, 2019

Time and money that could have been saved—if you’d focused on customer retention. New customer acquisition costs a lot. To learn how much you’re spending, add up all of your sales and marketing expenses and divide that amount by the number of new customers won. Don’t pay it over and over to drum up one-time customers. .

Customer retention 63

Customer retention Advertising Upselling Feedback 63

Totango

JULY 11, 2019

Time and money that could have been saved—if you’d focused on customer retention. New customer acquisition costs a lot. To learn how much you’re spending, add up all of your sales and marketing expenses and divide that amount by the number of new customers won. Don’t pay it over and over to drum up one-time customers. .

Customer retention 61

Customer retention Advertising Upselling Feedback 61

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer retention 87

Customer retention Journey mapping SaaS Benchmark 87

Totango

SEPTEMBER 24, 2019

Knowing these different stages can be powerful for monitoring, servicing, and motivating customers, but it all needs to come from a unified, consistent brand. There’s no need to indulge a divisive customer retention vs. new customer acquisition dynamic. Customer Retention vs New Customer Acquisition: The Common Goal.

Customer retention 59

Customer retention Sales Enterprise Upselling 59

Totango

OCTOBER 30, 2024

With seemingly never-ending growth capital, organizational leaders focused almost exclusively on getting new customers—retention, upsell, and expansion would be handled by Customer Success. All of these tactics are about the company versus the customer. 5 actions to become a leader in customer-led growth 1.

Upselling 62

Upselling Sales Accountability SaaS 62

Totango

APRIL 5, 2022

The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. The best NPS software lets you: Automatically track customer satisfaction. Accurately predict customer retention , brand growth and revenue.

Upselling 105

Upselling Surveys Analytics Customer retention 105

Totango

FEBRUARY 9, 2024

Similarly, to be successful, an enterprise needs to be able to prevent churn and increase revenue growth. That’s why it is important to understand and track both gross retention and net retention. The post Gross Retention vs. Net Retention: What’s the Difference? Calculate it!

Upselling 111

Upselling Metrics Enterprise Best practices 111

SmartKarrot

DECEMBER 2, 2022

It is money earned after the original purchase and obtained through upselling, cross-selling , and renewals to your current clientele. Upselling is a sales strategy used to convince clients to buy a more costly, upgraded, or premium variant of the selected product/ service or other add-ons to close a larger deal. Cross-sell.

Upselling 21

Upselling Management SaaS Benchmark 21

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.

Best practices 125

Best practices Customer retention Upselling SaaS 125

Totango

APRIL 13, 2021

This metric is also known as gross revenue retention (GRR), which highlights the fact that we’re talking here about revenue retention rather than customer retention , at least directly. Of course, these two things are indirectly related, in that the more customers you retain, the more revenue you retain.

Upselling 71

Upselling Customer retention Metrics Enterprise 71

Totango

MAY 7, 2024

If CS doesn’t have commercial conversations with healthy customers, they’re not setting Sales up to re-enter the conversation and potentially upsell. So, you need a revenue model that fosters long-term customer retention and high expansion rates. Use your words Talk to each other!

Sales 100

Sales Upselling Metrics Accountability 100

Totango

JANUARY 10, 2024

The goal is then to use these insights proactively to build cross-collaborative nurture strategies that will promote customer satisfaction, retention, and growth. Waystar has found that measuring against this baseline of performance throughout the entire customer journey has been beneficial not only to CS but to sales as well.

Sales 96

Sales industry standards Benchmark Upselling 96

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? It’s an important question to answer, as it can make all the difference in customer retention and long-term success.

SaaS 71

SaaS Upselling Accountability Sales 71

Totango

MAY 24, 2022

Customer relationship management apps and customer success platforms serve different purposes. CRM apps are designed to manage customer data for sales purposes. CS platforms are designed to deliver satisfying customer experiences to promote post-sales customer retention and pre-sales upgrades from freemium products.

CRM 92

CRM SaaS Enterprise Sales 92

Totango

SEPTEMBER 20, 2022

This delivers customers more satisfying experiences, which promote higher retention, lower churn, and higher referral rates. A customer enablement program is a vital part of the customer landscape for B2B and SaaS companies that rely on customer retention for growth. The post What is Customer Enablement?

B2B 85

B2B SaaS Education Brand ambassadors 85

Totango

MAY 6, 2022

What does a high or low customer health score indicate? 75-100 = Doing Well : The customer’s health indicators rank high, indicating satisfaction. You should consider pursuing value-adding engagements, such as offering upsells or inviting referrals. Flagging customers at risk of churn so you can intervene to promote retention.

Best practices 120

Best practices Upselling Metrics Journey mapping 120

Totango

FEBRUARY 4, 2020

What makes customer-centric growth so valuable for modern enterprises—and how can you create an effective strategy to promote it? What is Customer-Centric Growth? Customer-centric growth puts customers at the heart of your business strategy. 5 Best Practices for Customer-Centric Growth.

Customer centricity 71

Customer centricity Best practices Upselling Enterprise 71

Totango

AUGUST 12, 2020

To impress from the outset and show your customer your product’s potential, take note of the following onboarding best practices: Get the Whole Enterprise Involved. Train Your Customers. Keep Customers Engaged. Get the Whole Enterprise Involved. Is the customer too polite or uncertain to tell the whole truth?

SaaS 87

SaaS Upselling Enterprise Best practices 87

Totango

SEPTEMBER 13, 2022

Automate best practices that promote better customer experiences. Optimize customer onboarding. Promote customer engagement. Increase overall customer health for an improved customer retention rate. Build a brand reputation as a customer-centric business. Expansion of product usage through upsells.

SaaS 89

SaaS Upselling Best practices Customer retention 89

Totango

FEBRUARY 4, 2020

What makes customer-centric growth so valuable for modern enterprises—and how can you create an effective strategy to promote it? What is Customer-Centric Growth? Customer-centric growth puts customers at the heart of your business strategy. 5 Best Practices for Customer-Centric Growth.

Customer centricity 62

Customer centricity Best practices Upselling Enterprise 62

Totango

MAY 17, 2021

Product engagement tells you how actively customers are using your product or platform. Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. A highly engaged customer may be in the market for an upsell offer. How Do You Measure Product Engagement?

Management 62

Management Upselling Metrics Accountability 62

Totango

AUGUST 18, 2022

This increases customer satisfaction, reduces the risk of refund requests and increases the likelihood of customers renewing their subscriptions rather than churning. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates.

Journey mapping 95

Journey mapping SaaS Upselling Enterprise 95

Totango

OCTOBER 6, 2020

Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals. Customer support is reactive and acts as a resource for clients to use when they encounter specific technical issues and need help. .

Customer Support 109

Customer Support Customer advocacy Construction Enterprise 109

CustomerSuccessBox

NOVEMBER 2, 2021

In the x-axis you can see how many customers you need, for a given ARPA, to get to $100 million in annual revenues. Most of the biggest SaaS businesses grow by selling expensive subscriptions to large enterprises ” Christoph Janz. These big businesses are the customers belonging to the ‘elephant’ category having the ARPA > $100K!

SaaS 52

SaaS Customer retention Enterprise Accountability 52

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . They are becoming standard because companies are increasingly recognizing how CS technologies can reduce churn and generate revenue by improving the customer experience.

Upselling 64

Upselling Accountability Enterprise Metrics 64

Totango

MARCH 12, 2021

Moreover, the modern customer journey is fluid, with customers often engaging in multiple stages of the process simultaneously rather than following a single sequence. Renewal: your customer renews their subscription or license and becomes a repeat buyer. Cross-sell and upsell purchases. Customer lifetime value.

Journey mapping 66

Journey mapping Upselling Metrics Customer retention 66

Totango

JULY 8, 2021

To move away from this pattern, we suggest organizations put in place an early customer warning system that enables their customer success team focus on proactive customer retention. Each profile should have a health score based on the expected behavior for that customer segment.

Upselling 65

Upselling Accountability Customer retention Metrics 65

Totango

JULY 13, 2021

You can order dresses from eShakti, customized down to the neckline, sleeve and length, all with a few taps on a screen. Businesses need a new strategy for customer success growth. In order for your enterprise to survive this shift to a customer-centered market, it must become customer-centered, too.

Customer centricity 104

Customer centricity B2C Upselling Enterprise 104

ChurnZero

OCTOBER 8, 2021

Using Customer Success vectors to supplement KPI metrics . 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. .

SaaS 98

SaaS Metrics B2B Enterprise 98

SmartKarrot

MARCH 30, 2022

Customer success is a growing field. At the current rate of growth, it is imperative to choose a customer success platform that supports multiple activities, offers a range in customer retention strategies and accommodates complex structures. Top Features of Multi-product architecture for Enterprises.

Enterprise 10

Enterprise Upselling Automotive Accountability 10

JustCall

OCTOBER 4, 2023

Common Causes Behind Customer Churn Did you know that it costs almost 7X more to acquire new customers? Lost customers equal to lost revenue. Don’t let your customer experience become a cost center, when it can serve as a powerful channel for upselling and cross-selling opportunities.

Customer retention 52

Customer retention Feedback Upselling Sales 52

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

Totango

JUNE 4, 2019

It provides a direct opportunity to improve the customer experience which, in turn, makes customers more likely to remain loyal. And in this consumer-dominated, subscription-driven market, customer retention is critical. Voice of Customer is all about collecting, listening, and learning.

Upselling 80

Upselling Feedback Enterprise Surveys 80