Totango

AUGUST 12, 2020

The rise in SaaS and subscription business models with low upfront costs and regular renewal windows means customers can make emotional and rapid decisions to leave an agreement with little consequence. Gathering the right data and acting on it can prevent churn and even help you capitalize on upsell opportunities.

SaaS 88

SaaS Upselling Enterprise Best practices 88

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

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

Totango

APRIL 24, 2020

Rather, customer retention for SaaS enterprises is a result of the customer experience. The continued growth of the SaaS model, led by the multi-billion-dollar successes of B2B giants Microsoft and Salesforce , reflects a more responsive relationship between customer investment and ROI. 6 SaaS Customer Retention Best Practices.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. For B2B SaaS companies, a strong community is a key component to building great customer relationships. Lightweight community software works well when focused on specific areas like social interactions, events, or forum discussions.

SaaS 52

SaaS Gamification B2B Metrics 52

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.

SaaS 83

SaaS Customer Service Best practices Customer Support 83

ChurnZero

FEBRUARY 14, 2023

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. Understanding the nuance behind Customer Success metrics will help you build consensus around which numbers are the best numbers to track for your SaaS company.

SaaS 94

SaaS Metrics Customer retention Construction 94

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. Represent the company at industry events and conferences.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. Touchpoints also include occasions when clients interact with your software app in a SaaS context. Making upsell offers.

B2B 122

B2B Journey mapping SaaS Upselling 122

Totango

FEBRUARY 15, 2019

Measuring product adoption by users is critical for SaaS and Cloud companies as this is the most telling indicator of the value customers are getting from products and services. In order to create this visibility, cloud and SaaS product teams need to instrument their applications (web, mobile, saas) to report on product usage.

SaaS 72

SaaS B2C B2B Metrics 72

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Nurture with Networking Events. Most companies’ event budget is allocated towards prospecting and brand awareness. Uncover Opportunities With Upsell Campaigns.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

CustomerSuccessBox

JULY 9, 2021

Importance of Customer Journey in SaaS. In the SaaS business, the customer is the ultimate boss. Mapping customer journeys in SaaS is very crucial to influence every interaction and make it a positive experience so that the customer remembers and is happy to come back. Benefits of customer journeys in SaaS. Escalation.

SaaS 59

SaaS Journey mapping B2C B2B 59

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. In response, some organizations have slatted in-person events for the tail end of 2021. . SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA.

Personalization 95

Personalization SaaS Upselling B2B 95

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. Upsell purchases. Examples include: Search engine queries and ads.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Totango

MAY 24, 2022

In a SaaS context, CS platforms achieve this by providing functionality such as: Defining key performance indicators to measure customer success. Identifying upsell and referral opportunities. You need tools that can spot events your customer success team has identified as important indicators of customer dissatisfaction.

CRM 96

CRM SaaS Enterprise Sales 96

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

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.

Customer retention 100

Customer retention SaaS Best practices Upselling 100

ChurnZero

SEPTEMBER 8, 2020

Since getting together 13,000+ attendees together in one place wasn’t going to be on the horizon for the rest of this year, they hosted the SaaStr Annual at Home event last week. It was an all digital event with over 50,000 global attendees. Into SaaS ? We all face the same challenges in understanding SaaS businesses. .

SaaS 90

SaaS Upselling Customer centricity Education 90

Amity

FEBRUARY 18, 2014

While Geoffrey Moore is clear that the Four Gears model applies to consumer markets, as the SaaS business model evolves and industry adopts more of the tactics of consumer markets, it starts to resemble the B2C markets in many ways. I propose a modification of the 4 Gears model to help understand what we are seeing in the SaaS 2.0

B2B 48

B2B SaaS B2C Upselling 48

CustomerSuccessBox

MARCH 10, 2022

In this day and age, all B2B SaaS firms want to optimize Automation to scale Customer Success in their organizations. Managing your customers and their success path as a SaaS company is a meticulous process. SaaS businesses across the globe lose a chunk of their revenue due to poor customer service or experience.

SaaS 52

SaaS Upselling Education Accountability 52

CustomerSuccessBox

JULY 1, 2022

Lagging indicators, or the long-term impacts of an event that happened in the past, are an excellent approach to gauge your Customer Success efficacy in a high-touch enablement model. For instance, performing business reviews typically enhances upsell sales. The post Important KPIs to Track for High Touch SaaS appeared first on.

SaaS 52

SaaS Upselling Metrics Accountability 52

Totango

NOVEMBER 15, 2021

For example, you can establish criteria for customers who may be in the market for an upsell offer and set up automated workflows to send promotional emails to this segment of your customer database. Subscription billing is the lifeblood of SaaS revenue. Support events are critical steps in the customer journey.

CRM 117

CRM Upselling SaaS Chatbots 117

Cincom

FEBRUARY 15, 2021

Building upon Cincom’s 25-plus years of CPQ experience, CPQSync is a fully SaaS, cloud-based configure-price-quote solution that delivers an unprecedented way for companies to take the frustration out of buying and selling complex products and services. Increase upsell and cross-sell opportunities. About CPQSync. Date: February 18.

Sales 98

Sales Finance Upselling SaaS 98

ChurnZero

NOVEMBER 22, 2019

We will be hosting this one-day event in Washington DC on October 8, 2020. If you are a ChurnZero customer, there will also be a half-day customer-only training / event the day before on October 7, 2020. Many of you may have already joined us at our RYG events that we have hosted in cities across North America.

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

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. Connect With Your Customers Using Strong Talk.

Customer retention 52

Customer retention SaaS Education Feedback 52

Totango

JULY 23, 2019

Customers in the B2B and SaaS markets are inclined toward subscription options where they pay on a monthly or annual basis for a service they can discontinue at any time. This shift means there is far more value to be generated after the sale through repeated renewals, as well as possible upsells and cross-sells. The Customer Journey

Upselling 92

Upselling Customer centricity Enterprise Education 92

ChurnZero

AUGUST 14, 2020

Product analytics software tracks user engagement with your product including page and feature events. Know exactly how customers use (or don’t use) your product and analyze usage trends over time by capturing feature and page events as well as time-in-app metrics and online status monitoring at the contact and account level.

CRM 87

CRM Finance Upselling Accountability 87

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.

Metrics 89

Metrics SaaS Accountability Upselling 89

CSM Practice

JUNE 4, 2021

A high touch customer success model involves frequent touchpoints with customers about the entire SaaS journey, from onboarding to after-sales activities. In a high touch enablement model, a good way to measure your Customer Success efficacy is by using lagging indicators, which are the long term effects of an event that happened in the past.

SaaS 52

SaaS Upselling Metrics CRM 52

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.

SaaS 52

SaaS Metrics Customer retention Construction 52

ProProfs Blog

APRIL 17, 2020

In this thorough guide, you’ll come across: Different SaaS customer success metrics. Upsells, cross-sells, and advanced features/plugins/add-ons that they don’t get with their standard subscriptions are only some of these sources. Increase your chances to upsell. . So, buckle up. How to Measure Expansion MRR Rate?

Metrics 142

Metrics Customer retention SaaS Surveys 142

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): .

Management 98

Management Chief Customer Officer Upselling SaaS 98

Totango

AUGUST 21, 2020

Q: How/if SAP is using Totango to manage its Services business too, or just for its SaaS motions? SC: Our business case includes measurement of renewal, upsell, NPS and productivity over a 5 year period. SC: Renewal, Upsell, NPS, and CS Productivity are the business metrics from an ROI perspective. We are 18 months in.

Upselling 117

Upselling Accountability Metrics SaaS 117

Amity

FEBRUARY 2, 2016

With so many customer success resources to choose from, we’ve selected the top customer success resources and events that we think will educate and inspire you for the rest of the year. The Software as a Service (SaaS) model, moved the customer into the driver seat, and they are not going to give it up. • Events.

SaaS 80

SaaS Education Customer retention Sales 80

Totango

NOVEMBER 15, 2021

For example, you can establish criteria for customers who may be in the market for an upsell offer and set up automated workflows to send promotional emails to this segment of your customer database. Subscription billing is the lifeblood of SaaS revenue. Support events are critical steps in the customer journey.

CRM 94

CRM Upselling SaaS Chatbots 94

ChurnZero

NOVEMBER 27, 2019

The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. . The event, hosted by The Customer Success Association , featured sessions from a variety of CS thought leaders. Didn’t attend? As she explained: .

Chief Customer Officer 75

Chief Customer Officer SaaS Education Metrics 75