ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. Our NPS Cheat Sheet can help you get started with this SaaS retention strategy. New resources, such as ebooks or upcoming trainings and webinars.

Customer retention 52

Customer retention SaaS Education Feedback 52

ClientSuccess

JULY 20, 2021

As a CSM working in SaaS, you already know customers are worth their weight in gold to your business. The past year has highlighted precisely how critical current customers are to the success of SaaS organizations, thanks in large part to net retention rates. eBook: 3 Steps To Putting Your Customer First This Year.

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SaaS Customer retention Upselling Accountability 69

ClientSuccess

DECEMBER 21, 2021

Customer lifetime value: measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time. eBook: ClientSuccess Ultimate Guide to Metrics. Toolkit: Customer Success Metrics Toolkit.

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ClientSuccess

MARCH 2, 2021

For all of us working in the SaaS space, the constant barrage of new acronyms has become somewhat of a joke over the years. While Account Executives (AEs) have been managing customer accounts for many years now, the rise of the Customer Success Manager in the SaaS space has created some overlap – and confusion – between the two roles.

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Accountability Management Upselling SaaS 62

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

ClientSuccess

SEPTEMBER 27, 2018

For many customer success teams, however, the rapid growth of the industry (especially in the SaaS world) has left heads spinning. For today’s SaaS customer relationships, it’s not enough just to work directly with the project manager or end users on your customer’s team. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

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SaaS Finance Metrics Upselling 74

ClientSuccess

JANUARY 26, 2022

Current customers are some of the most prominent advocates and marketing opportunities available for SaaS organizations. Building compelling customer case studies and sharing these stories with prospective and current customers can help drive new deals and even introduce upsell conversations. Want to learn more?

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Upselling SaaS Best practices Marketing 75

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

ClientSuccess

NOVEMBER 2, 2022

SaaS organizations are focusing more on maintaining and cultivating long-term customer relationships than ever before, and CSMs are at the forefront of these efforts. eBook: 5 Ways To Surprise & Delight Your Customers. Building a personal investment in your product can excite customers. Toolkit: Churn Management Toolkit.

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Customer retention Upselling SaaS Accountability 70

ClientSuccess

FEBRUARY 21, 2022

As customer success has grown into a critical corporate function for SaaS organizations, CSMs have turned to data and metrics to make strategic decisions for their customers. What do the contract terms look like regarding opt-out, renewals, and upsells? eBook: How to Become an Elite Customer Success Leader.

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Upselling Metrics SaaS Customer effort 68

ClientSuccess

FEBRUARY 15, 2021

Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. . Share new content and resources with your customer contacts, including eBooks, webinars, and product notes, to help boost their product value. Ready to learn more?

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Benchmark Upselling SaaS Customer centricity 59

Solvvy

JUNE 17, 2021

Scribd’s platform offers access to the best ebooks, audiobooks, magazine articles, documents, and more for over a million people around the world. Automation and personalization also serve an important role in retention, sales enablement, and upsell opportunities. Premium Service for Premium Customers.

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Personalization Customer Experience Chatbots Upselling 71

ClientSuccess

OCTOBER 25, 2021

For many SaaS vendor teams, the industry landscape has become so competitive over the last few years (and especially during the past 18 months) that every single customer interaction counts more than ever. Total percentage of contacts engaging with content, either marketing, educational or upsell related. Ready to learn more? .

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Metrics Upselling SaaS Education 64

ClientSuccess

APRIL 28, 2021

If you’re a CSM working for a SaaS-based vendor, there are a few stages where a customer would typically go silent. eBook: 5 Ways To Surprise & Delight Your Customers. Then, when you try to reach out and re-engage it can be near impossible to elicit a response from the customer in question. . When do customers ‘go dark’.

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Upselling SaaS Metrics Accountability 64

ClientSuccess

DECEMBER 4, 2018

Here is a great eBook and guide for building your customer success KPIs. Is it growing customer upsells? eBooks: Ultimate Guide to SaaS Customer Success Metrics. Touch Base with Members of Your Executive Team. Think about what you need to accomplish with your team and your customers. Increasing customer satisfaction?

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Upselling SaaS Accountability Metrics 63

ClientSuccess

AUGUST 21, 2019

From initial buying choices to upsells and renewals, knowing what prompts customers to take steps forward with a vendor can help your customer success team structure messaging, discussions, and other critical conversations. For more on similar topics, check out these resources: eBook: 5 Ways to Surprise & Delight Your Customers.

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Upselling SaaS Education Sales 53

ClientSuccess

FEBRUARY 8, 2023

Customer lifetime value : measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time. Keeping track of your customer billing delinquency incidents ensures visibility and allows for quick action.

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Metrics Upselling B2B SaaS 75

ClientSuccess

JULY 13, 2021

Modern CSMs working in the SaaS industry wear a lot of hats – and we mean a lot. Every day, SaaS organizations make announcements about new product features, issues, alerts, and platform ideas. How can you broach this upsell opportunity, and when? eBook: CSM from the Trenches: Customer Success Best Practices from 20+ Executives.

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Accountability SaaS Upselling Best practices 52

Nicereply

APRIL 30, 2020

Cross-sell & Upsell, but first, answer the query. One of the good upselling models could be to offer the try something for free (limited time). Here comes a good upselling option. Depending on your saas pricing model , you could offer the user a temporary up his package like a compensation (for example, for 2 days).

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Sales Customer Service Upselling CRM 69

ClientSuccess

APRIL 13, 2021

At the most basic level, businesses partner with SaaS vendors to solve a problem. While new features or functionality may require an upsell conversation, CSMs should leave these to account managers. eBook: CSM from the Trenches: Customer Success Best Practices from 20+ Executives. Toolkit: Team Leadership Toolkit.

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Upselling SaaS Best practices Accountability 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

ClientSuccess

JUNE 20, 2017

In our previous blog post, Part 1 of this 2-part series, we explored some of the most prominent customer success metrics including revenue rate, churn rate, gross revenue retention rate, and net revenue retention rate (which can also be found in our latest ebook). Expansion Growth Rate (Upsell + Cross-sell).

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Upselling SaaS Metrics Best practices 40

ClientSuccess

JUNE 15, 2021

If there is one lesson that SaaS organizations learned during the last year, the importance of a loyal customer base can not be overstated. From planning onboarding and implementation to facilitating new product or feature training to working with sales on renewals and upsells, CSMs often have a ‘catch all’ of responsibilities.

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Upselling SaaS Accountability Metrics 52

ClientSuccess

MAY 25, 2021

Over the past few decades, customer success has become synonymous with ongoing success for SaaS organizations. Once accounts are handed off to customer success, executives can be pulled in to meet with points of contact, spearhead potential renewal or upsell conversations, and more. eBook: Implementing Customer Success.

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Upselling SaaS Accountability Coaching 52

ClientSuccess

FEBRUARY 13, 2019

Whether your team measures expansion by upsells, renewals, or new users, CSMs are the backbone of driving expansion and retention—true growth. eBooks: Ultimate Guide to SaaS Customer Success Metrics. All it takes to get there are some fundamental conversations, mutual respect, and long-term loyalty on both sides.

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Upselling Accountability SaaS Customer centricity 54

ClientSuccess

JUNE 13, 2017

In the business of SaaS, churn, retention, and revenue are critical factors in measuring many other key aspects of business such as annual recurring revenue (ARR), monthly recurring revenue (MRR), and even projected growth rate. Definition: Net Revenue Retention considers the offsetting revenue from expansion (upsell and/or cross-sell).

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SaaS Metrics Customer retention Upselling 43

Comm100

APRIL 27, 2020

Take a look at the following scenario: Gabriella is having a hard time understanding a particular feature in a SaaS company’s extensive product suite. How she responds to these messages can be referenced across channels for relevant and personalized upsell opportunities. . Customer status. Which customer is contacting you?

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Automotive CRM Upselling SaaS 59

ClientSuccess

MAY 8, 2017

And, like most industries, every single SaaS company is different. A SaaS-focused CSM will help a customer get implemented or activated on their new platform or product, train individual departments to ensure long-term success, and then work with them through any immediate issues that arise. Learn more and register here.

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Upselling SaaS Metrics Accountability 42

ChurnZero

OCTOBER 26, 2021

It’s particularly relevant for SaaS companies, and we’ll dive into why SaaS customer segmentation is just so important. For SaaS customer segmentation , a company’s Annual Recurring Revenue (ARR) value can be an important identifier. SaaS companies are well aware that not all their customers are the same.

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SaaS Revenue potential Upselling Accountability 52

ClientSuccess

JULY 1, 2019

In the SaaS industry, recurring revenue from renewals, expansions, and cross-sells comprise significant portions of an organization’s revenue model, making retention a forefront initiative. Marketing: Marketing influenced renewal or upsell dollars. Here are several examples of what departmental quantitative KPIs might entail: .

Finance 49

Finance Upselling SaaS Metrics 49

ClientSuccess

OCTOBER 2, 2019

An Account Manager (or AM for short) goes after existing customers with the goal of renewing, cross-selling, and upselling the company’s product. Their appearance and recent popularity emerged as the software-as-a-service (SaaS) has shaped a distinct customer lifecycle. eBook: How to Build and Scale a Customer Success Team.

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Accountability Management Upselling SaaS 47

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. Whether that revenue comes from an upsell, cross-sell, expansion, or something else, it’s still new revenue attributed to the customer. In most SaaS businesses, the ultimate goal is to increase revenue.

Accountability 42

Accountability Upselling SaaS Feedback 42

ClientSuccess

JUNE 12, 2017

Today’s SaaS organizations commonly utilize a subscription business model, where customers pay a recurring fee to gain access to a certain software or cloud-based platform. A cross-sell differs from an upsell, which often increases incoming revenue or expands on a current product offering. Let’s take a look: Subscription Revenue.

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SaaS Metrics Best practices Benchmark 46

CSM Practice

FEBRUARY 12, 2020

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. DOWNLOAD the Expansion Selling eBook: [link].

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Upselling Customer centricity Sales Accountability 52

ClientSuccess

NOVEMBER 21, 2017

We’ve all been there: A customer relationship is going well and there are no obvious problems or red flags in sight, yet when it comes time for a ‘serious talk,’ such as a renewal conversation or upsell demo, there is suddenly radio silence on the customer’s end. Ultimate Guide to SaaS Customer Success Metrics.

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Upselling Metrics SaaS Best practices 50

ClientSuccess

JANUARY 10, 2018

Retaining customers is a bottom-line must for successful companies—especially SaaS companies where a predictable customer base is a must. In addition to the cost of recurring revenue each year, there’s also potential for loss of renewal income or upsell deals which are frequently excluded when calculating churn costs.

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Upselling SaaS Customer retention Metrics 40

ClientSuccess

OCTOBER 24, 2017

“What about early renewals and upsell/cross-sell?”. With answers to questions like these available customer success leaders can strategically lead their team to improving renewals, increasing upsells, and mitigating loss. Ultimate Guide to SaaS Customer Success Metrics. What are we forecasting for our ultimate result?”.

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Upselling Benchmark SaaS Metrics 40