aircall

SEPTEMBER 11, 2017

Northridge Group ). Temkin Group ). Temkin Group ). 10% to 30% of eCommerce revenues come from upsell and cross-sell recommendations. It is 4x more expensive for SaaS companies to gain $1 from acquiring new customers than from upselling existing customers. Online Reviewers Are The New Experts. Accentu re ).

Customer Support 115

Customer Support B2C Upselling B2B 115

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

DECEMBER 17, 2021

In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Why is Customer Expansion Important for SaaS Businesses? Churn rate is a major metric for SaaS companies to keep an eye on. If you simply let them pass by, you’re not doing yourself any favors.

Management 98

Management Upselling SaaS Education 98

ChurnZero

OCTOBER 26, 2021

When you separate your customers into distinct groups, you can get an accurate assessment of your customers’ needs and how you can best meet them. It’s particularly relevant for SaaS companies, and we’ll dive into why SaaS customer segmentation is just so important. What Is Customer Segmentation ?

SaaS 96

SaaS Revenue potential Upselling Accountability 96

CustomerSuccessBox

JUNE 5, 2019

TL;DR A single customer health score is not ideal for a B2B SaaS business. A SaaS customer goes through acquisition, onboarding, retention, and upsell. Ultimately, you have to identify unmet needs so that you can upsell / cross-sell. For example, Configure health : Define good and poor health for each group.

Best practices 89

Best practices SaaS Accountability B2B 89

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. This means that brands who can make us feel like part of a group are more appealing than those that focus on individual success or existence,” writes smile.io Customer Success Around the Web.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Totango

AUGUST 9, 2022

This lets B2B businesses customize their operations for groups of customers with common characteristics or personalize them for individual clients. Research and development : Market research segmentation lets you develop products and services geared toward the needs of specific groups within your customer base.

Best practices 106

Best practices B2B Journey mapping Upselling 106

CSM Practice

DECEMBER 7, 2020

Board members work in areas spanning on-premises technology, Software-as-a-Service (SaaS), and advisory services. SaaS companies, in particular, need to develop and implement effective customer success strategies to drive renewals and upsells. Customer Success Management (CSM) is such a critical area for businesses today.

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

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

Nicereply

OCTOBER 11, 2024

Step 2: Categorize responses Based on their scores, categorize your respondents into three groups: Promoters (9–10): These are your most satisfied and loyal customers who are likely to recommend your company. If you have a SaaS or Tech brand, check out G2 and Capterra. What are customers mentioning you’re doing wrong?

Customer retention 52

Customer retention Surveys Feedback Education 52

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

For instance, performing business reviews typically enhances upsell sales. The responses are graded from 0 to 10 and grouped into the following categories: 0 to 6: Detractors (unsatisfied customers, perceived as a high rate of churn). The post Important KPIs to Track for High Touch SaaS appeared first on. Expansion Revenue.

SaaS 52

SaaS Upselling Metrics Accountability 52

ChurnZero

JULY 19, 2022

SaaS companies, however, have more to lose than your local grocery store if those customers don’t sign up for more. Use this guide on how to improve free trial-to-paid conversions to help you increase your SaaS free trial conversion rate. How to calculate your SaaS free trial conversion rate. Help free trial users succeed.

SaaS 52

SaaS Feedback Personalization Upselling 52

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. Both groups of technologies can be utilized to make analytics more actionable. Responders are grouped into three categories: Promoters, Passives, and Detractors. In the SaaS business, however, onboarding has become a very usual practice.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

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 youre measuring what really matters. The Q&A portion of the webinar further explored commonly misused metrics, benchmarks, and measurement practices in Customer Success and SaaS. What’s your NRR?

SaaS 52

SaaS Metrics Surveys Enterprise 52

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.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

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

CustomerSuccessBox

MARCH 4, 2022

Increases the way for upselling, cross-selling the products. Then, segment the customers to put them in each group with specific expectations. The post Customer Success Plan for Mature B2B SaaS Firms appeared first on. Customers can see the early value as per the set defined plan, to trust their business with your product.

B2B 52

B2B SaaS Metrics Upselling 52

ClientSuccess

MARCH 8, 2022

But as more and more SaaS organizations realize, the actual value of a new customer isn’t tied to that initial sales number at all but spread out across the customer’s entire lifecycle at an organization. This includes the initial sales value, upsells or expansion deals, ad hoc change orders throughout the partnership, and renewal value.

Upselling 75

Upselling SaaS Sales Metrics 75

CSM Magazine

JULY 22, 2021

Bailey Richardson, the legendary community builder for Instagram, defined an online community as “ simply groups of people who keep coming together over what they care about. B2Bs in the SaaS space today strive for agile growth. Communities furthermore, lower service costs and dramatically affect retention and upsell.

Advertising 98

Advertising SaaS B2C Best practices 98

Totango

MARCH 5, 2021

You can test a retention idea on a small sample group before implementing it with your entire customer base. For example, in the SaaS industry, 35% is a good retention rate. Retaining customers is far less expensive than the cost of acquiring new ones and can bring growth in the form of upsells from current customers.

Customer retention 92

Customer retention Upselling Enterprise Benchmark 92

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

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? This article shares three successful approaches B2B SaaS companies took to retain customers in the first wave. The Facebook Group also became one of AccuPoint’s more effective customer support tools.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

CustomerSuccessBox

DECEMBER 28, 2021

Segment makes it possible to classify individuals, to know what its customer database is made of, what are the large groups of individuals that make it up. To follow individual/group training? The post Boost Customer Engagement Through User Segmentation in B2B SaaS appeared first on. Are your clients autonomous?

B2B 52

B2B SaaS Best practices Accountability 52

Totango

OCTOBER 25, 2022

CSMs may be divided into groups based on segmentation factors such as customer types, customer income levels, or geographical regions. The tiers of a SaaS company’s customer success team structure may have a variety of roles. What Is a Customer Success Group? What Roles Are on a Customer Success Team?

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

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. According to a study by Gartner Group, 80% of a company’s future profits come from 20% of their existing customers.

SaaS 80

SaaS Education Customer retention Sales 80

Solvvy

JUNE 17, 2021

Differentiate Support Needs Based on User Group. Your business’ platform may exist for many user groups with significantly different problems. Solvvy Workflows and persona-based routing bridges the gap and allows for customizable, personalized solutions to be delivered to users based on their defined group. .

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

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.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

Totango

FEBRUARY 10, 2021

Lead conversion: the decision-making process which converts a prospect into a buyer (such as signing up for a free trial of a SaaS product). Onboarding: actions your customer takes after purchase to become an active user of your product or service (such as activating their SaaS account and setting up their profile).

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

Totango

APRIL 16, 2021

This lays the groundwork for subscription renewals and upsell opportunities. Personalization helps you put this data to use to optimize your customer interactions for individual customers and groups of customers. Or you can email a segment of your list by name to extend an upsell offer based on purchase and usage history data.

Personalization 71

Personalization Upselling Benchmark SaaS 71

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. But to your point, there’s a little bit of customer-centricity, there’s a bit of a commercial aspect to it, and together into one group or even one person. The day in the life of a Customer Success manager.

SaaS 52

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. But to your point, there’s a little bit of customer-centricity, there’s a bit of a commercial aspect to it, and together into one group or even one person. The day in the life of a Customer Success manager.

SaaS 52

SaaS B2B Upselling Metrics 52

CSM Practice

JANUARY 13, 2021

In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention. Despite the obvious advantages of mastering and scaling the renewal process as SaaS companies grow, renewals still pose a big challenge for most. Renewal Rate.

SaaS 98

SaaS Customer centricity Accountability Education 98

Totango

OCTOBER 20, 2022

Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. They should be comfortable performing sales functions such as encouraging subscription renewals, upselling, and cross-selling. What Makes a Good Customer Success Manager? Problem-Solving.

Management 97

Management Upselling Coaching Best practices 97

Amity

SEPTEMBER 25, 2017

I watched Account Management transform and evolve over the past few years, especially with the subscription-based economy and the growth of SaaS. When I joined, we had our typical support group, they were very reactive in nature, dealing with a lot of our B2C customers. The team has evolved quite a bit since I started here.

B2C 0

B2C SaaS B2B Accountability 0