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 Best practices Customer Support 83

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 choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

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SaaS Metrics Accountability Technical Support 98

CustomerSuccessBox

MARCH 7, 2022

Customer retention is the lifeblood of a SaaS company. Where the foundation of SaaS customer retention is renewals. SaaS renewal’ is a term relating to Software-as-a-Service companies that operate with a subscription-based financial model. How is the renewal process important in SaaS?

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SaaS Upselling Customer retention Accountability 52

Amity

SEPTEMBER 17, 2015

CustomerSuccess #SystemOfRecord verifies contributions to #SaaS bottom line. First, a definition. They were definitely on to something. If your customer success organization is managing renewals and upsells, you will definitely want to provide accurate reports of renewal stats and upsell revenue.

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Upselling SaaS Metrics Sales 72

ChurnZero

JULY 2, 2021

SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success. In this article, you’ll learn: Differences between Net Revenue Retention, Gross Revenue Retention, and Customer Retention with definitions and examples.

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CustomerSuccessBox

OCTOBER 12, 2018

Only then will they renew their contracts and you may even be able to upsell. To achieve these goals, if onboarding specialists are required, you should definitely hire them! The post Why your SaaS might need an onboarding specialist? appeared first on The Customer Success Blog for SaaS | CustomerSuccessBox.

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SaaS Upselling Management Sales 61

CustomerSuccessBox

JULY 9, 2021

The word “client” can also mean “customer,” according to most dictionaries, but it has a separate definition when it comes to professional services. Definition of a customer. In a SaaS business-like CustomerSuccessBox , anyone who buys a subscription to your product is a customer. SaaS Customers.

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SaaS Customer retention Upselling Personalization 52

Lumoa

MARCH 20, 2018

We have explained each term and definition and provided lots of extra sources, if you want to dive deep into the topic. upselling to the most loyal customers) Process changes (e.g. Dive deeper into the definition , Check these awesome graphs to understand it better. So let’s start! Do you love CEM as much as we do?

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Customer Experience Journey mapping B2C B2B 60

ProProfs Blog

APRIL 17, 2020

In this thorough guide, you’ll come across: Different SaaS customer success metrics. Although this strategy doesn’t really improve your CRR, it definitely can help neutralize its adverse effects on your business performance in the short run. Increase your chances to upsell. . So, buckle up. 2: Monthly Recurring Revenue Rate.

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Metrics Customer retention SaaS Surveys 142

Totango

AUGUST 21, 2020

SC: Health scoring is a good example of this, however all of the data / KPI definitions can be a good example. KPI definitions were and continue to be a significant part of our data structure. Q: How/if SAP is using Totango to manage its Services business too, or just for its SaaS motions? We are 18 months in.

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Upselling Accountability Metrics SaaS 117

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. Revenue Churn Rate (Gross & Net).

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SaaS Metrics Upselling Customer retention 46

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. Why Optimizing Your SaaS Onboarding Matters. A Customer Onboarding Checklist for Successful CS Teams.

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Journey mapping SaaS Upselling Enterprise 99

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. Plan the best SaaS Retention strategies that ensure customers stay with you for long. SaaS retention strategies that work help you turn hard-won consumers into long-term customers, and long-term customers into powerful advocates! Yet, success remained elusive.

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SaaS Customer retention Metrics B2B 52

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

OCTOBER 8, 2021

A vector is a quantity that has direction as well as magnitude, especially as determining the position of one pointing space relative to another.” – Lexico , Vector Definition. We have two customers, both are large enterprises signed up to use a given marketing SaaS product. A large number of opened accounts with the SaaS business. .

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SaaS Metrics B2B Enterprise 98

CSM Magazine

JULY 22, 2021

Richardson’s definition, while revolutionary for its day, has become commonplace in today’s customer-centric world and has made the move from residing purely on the side of B2C to encompassing the B2B sphere too. B2Bs in the SaaS space today strive for agile growth. High engagement aids brand awareness and market positioning.

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Advertising SaaS B2C Best practices 98

PeopleMetrics

APRIL 17, 2015

Some think it is the intersection of Customer Service and User Experience , but this is an inaccurate and rudimentary definition. When customers are retained for longer periods of time (or partake in upsells and additional products, seats, licenses, etc.), A 99-cent mobile app may have a lower perception than a $999 SaaS suite.

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Marketing Customer Experience Benchmark Wireless 108

ClientSuccess

NOVEMBER 1, 2018

Patrick Campbell, CEO and Founder of ProfitWell, a SaaS analytics platform , takes this uncertainty a step further. In a recent article , Patrick questions the overall definition of customer success, echoing a common sentiment in the industry: is customer success about combating churn or is it focused on upsells and renewals?

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Upselling SaaS Accountability Sales 61

Totango

MARCH 26, 2021

The definition of the customer lifecycle has shifted from the perspective of the seller to that of the customer in the wake of technological advances. In today’s cloud-based environment, SaaS business models have increased awareness of how the pre-sales and post-sales phases form a unified experience from the customer’s perspective.

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SaaS Best practices Upselling Education 68

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

SEPTEMBER 13, 2021

For some (but not all) SaaS organizations, CSMs are also responsible for leading and managing upsell conversations with customers. Ask to be introduced to the right people within the customer organization before entering into any budgeting or upsell talks to avoid any run-around. eBook: The Definitive Guide to CSM Comp Plans.

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Upselling SaaS Metrics Sales 59

CustomerSuccessBox

AUGUST 27, 2021

According to the popular definition, about half of startups survive the first 5 years and only 1 in 200 become actual scaleups. Customer Success for B2B SaaS is a function of all departments with the obvious contributors being- Customer support, Onboarding specialist, and Customer Success team. Expansion- Upsell and Renewal.

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Upselling SaaS B2B Metrics 52

Nicereply

JUNE 20, 2023

The SaaS model has blurred the lines between marketing, sales, conversion, on-boarding, training, support,and retention. With Customer Experience talent, communication style, and ability to upsell/renew without being or seeming “salesy” are also skills we tend to look for. Kristina: CX has really evolved over the past decade.

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Customer Experience SaaS Construction Morale 86

ChurnZero

MARCH 22, 2019

Did you know: For every 1% increase in revenue retention, a SaaS company’s valuation increases by 12% after five years? To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies. Q&A Recap.

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Customer retention Upselling SaaS Customer centricity 61

Amity

FEBRUARY 2, 2016

The nature of the SaaS model means that there is a very direct relationship between your company’s ability to achieve its corporate goals and your customers’ ability to achieve their goals. The Software as a Service (SaaS) model, moved the customer into the driver seat, and they are not going to give it up. The best part?

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SaaS Education Customer retention Sales 80

Totango

MARCH 4, 2022

In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. Finally, we’ll explore what B2B customer service and customer success have in common and why you need them to work together to achieve winning SaaS business results. What is B2B Customer Service?

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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. If you like listening rather than reading, you must definitely check out Intercom podcasts.

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SaaS Customer centricity B2B Best practices 64

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. Here’re some variations of the definition: "It's all of the steps a buyer takes to get and use a solution from the time of the buyer’s realization of a need until the buyer deems the need no longer exists." – Lynn Hunsaker for ClearAction. Do you love CEM as much as we do?

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Customer Experience B2C Journey mapping B2B 107

ChurnZero

FEBRUARY 17, 2021

ChurnZero Resource: Churnopedia – SaaS Metrics. ChurnZero Resource: Knowledge Hub – Customer Expansion, Upselling, and Cross-Selling for CS Teams. ChurnZero Resource: Churn Monster Playbook – Your Definitive Guide to Fighting Customer Churn . Key Performance Indicators (KPIs): Customer Success. Improve Customer Experience.

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Best practices Upselling SaaS Analytics 78

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.

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Management Upselling SaaS Accountability 52

CustomerSuccessBox

DECEMBER 14, 2021

Many modern SaaS companies grow exponentially as a result of efficient CS initiatives. Customer Success teams, typically, follow the recurring revenue model (followed by almost every SaaS business). Recently, the role of a Customer Success Manager (CSM) has become indispensable to nearly every SaaS company.

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ChurnZero

OCTOBER 12, 2021

Onboarding Hero – Definitive Healthcare. Definitive Healthcare’s passion is to transform data, analytics, and expertise into healthcare commercial intelligence. We’re excited to recognize Definitive Healthcare as a winner of the Onboarding category for the 2021 ChurnHero Awards!

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CustomerSuccessBox

OCTOBER 5, 2021

In SaaS businesses, ARR/MRR is the lifeline for their existence. Surprisingly, only 10% of SaaS businesses ever get past the 125% MRR rate. The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. What would you do if you can’t maintain and improve your ARR?

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Upselling SaaS Metrics Accountability 59

CustomerSuccessBox

JUNE 3, 2021

I know all of you wanna solve churn, solve renewals problems, solve upsell, do more upsells, grow the MRR, improve your LTV, and also onboard better. In my experience, what I’ve seen is that the lowest hanging fruit out there is definitely going to be your Customer onboarding. The third can be the upselling arts.

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Upselling SaaS B2B Education 52

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. I do think it’s worth starting by putting some definitions in place, starting with what is customer success. An upsell would be buying more of the same, maybe more users. I had never heard the phrase before.

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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. I do think it’s worth starting by putting some definitions in place, starting with what is customer success. An upsell would be buying more of the same, maybe more users. I had never heard the phrase before.

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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