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.

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Best practices Customer retention SaaS Enterprise 83

CustomerSuccessBox

MAY 25, 2022

Customer retention is an essential component of any successful B2B SaaS firm. You’ll see higher retention and upsell with a good and well-planned onboarding strategy in place. You’ll see higher retention and upsell with a good and well-planned onboarding strategy in place. Present a solid future plan.

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SaaS Sales Upselling B2B 52

Amity

AUGUST 9, 2016

SaaS Tattler Issue 91 - Is it the right time to upsell to your customer? They're an integral part of Customer Success, but they've always led to somewhat of a sensitive topic: Is now the time to upsell? • When Should You Upsell To Your SaaS Customers? • Upselling in a Customer-First Company.

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Upselling SaaS Customer centricity Analytics 57

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?

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Upselling Analytics B2B B2C 71

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. You can also host customer panel or ask me anything (AMA) webinars to encourage more interactive, dynamic discussions compared to the traditional format with a sole presenter or one-way dialogue.

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SaaS Marketing Upselling Chief Customer Officer 64

SmartKarrot

DECEMBER 2, 2022

What if your SaaS (Software As A Service) company discovered a new source of revenue that could potentially boost sales by 20–30% with less effort and money than gaining new logos? A typical SaaS company, regrettably, is not doing enough to maximize this source of money. . Different Types of SaaS Expansion. Cross-sell.

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Upselling Management SaaS Benchmark 21

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.

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Management Upselling SaaS Education 98

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. For example, conducting business reviews is expected to result in an increase in upsell revenues (See Expansion Revenues KPI example below). Do they have solid presentation skills?

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SaaS Upselling Metrics CRM 52

Amity

NOVEMBER 27, 2017

Gary’s background is in the wine industry, which got me thinking about the way we talk about Customer Success primarily in the context of the SaaS industry - understandably so, as this is where its roots lay. Non-SaaS companies need to look for industry-specific triggers that give a glimpse into the crystal ball of retention.

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SaaS industry standards Upselling Education 71

Totango

JANUARY 17, 2019

Not to get too philosophical, but each journey begins with a first step, and in the SaaS domain, that means onboarding. Salespeople can become so focused on upselling that they sell the customer a solution that’s too big, has too many features, or costs more than the customer wanted to spend. The Right Solution for the Right Customer.

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SaaS Enterprise Customer retention Upselling 74

CustomerSuccessBox

AUGUST 27, 2021

While the startup is still exploring its potential and discovering in what way it can best present its product, the scaleup has already found that sweet spot. Customer Success for B2B SaaS is a function of all departments with the obvious contributors being- Customer support, Onboarding specialist, and Customer Success team.

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Upselling SaaS B2B Metrics 52

SmartKarrot

NOVEMBER 24, 2023

In the dynamic realm of B2B, where every move counts, mastering the art of upselling is no longer a mere choice but a strategic imperative. In this discourse, we’ll unravel seven B2B upsell strategies that, in my experience, work wonders for boosting Net Revenue Retention (NRR) and fortifying customer relationships.

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Upselling B2B Education Analytics 10

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.

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SaaS B2C B2B Metrics 71

CustomerSuccessBox

DECEMBER 4, 2018

In the SaaS world, the customer-acquisition-cost (CAC) is high and the initial payment is peanuts compared to the lifetime value (LTV) of the customer. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. That means the customer needs to renew their contract more than once.

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Best practices Customer retention SaaS Metrics 40

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 52

Management Upselling SaaS Customer retention 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.

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Upselling SaaS Sales Metrics 75

ChurnZero

SEPTEMBER 6, 2024

Whether you’re in the restaurant business or the SaaS industry, this guided, directional approach will always lead to the most optimal outcome for your customers, as long as you know where the best value is. Here are five best practices we learned from Keishla’s and Stephanie’s presentation. The lesson?

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Coaching Upselling SaaS Sales 52

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?”. Customer retention is critical — particularly for B2B SaaS companies. Loyal customers contribute to your revenue growth through Upsells, providing referrals, and advocacy. Probably not. And the reason is manifold- .

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Customer retention Metrics Upselling SaaS 52

ChurnZero

SEPTEMBER 14, 2021

If your customer can benefit from a product upgrade or feature upsell, then it’s your duty to make your customer aware of the opportunity. You do your customer a disservice by using your fear of selling as an excuse to not present them with solutions that would benefit them. . Should Customer Success own the renewal and/or upsell?

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Sales Upselling Morale SaaS 94

ChurnZero

MARCH 24, 2023

In Gabby Wong’s presentation, “ The new ‘C’ in CEO ,” she shares all the places where her company measures NPS. Related resource: The crucial nuance behind seven top Customer Success metrics for SaaS companies 2: Should Customer Success own renewal and expansion? Value is very hard to measure. NPS is not the answer.

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Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

In Gabby Wong’s presentation, “ The new ‘C’ in CEO ,” she shares all the places where her company measures NPS. Related resource: The crucial nuance behind seven top Customer Success metrics for SaaS companies 2: Should Customer Success own renewal and expansion? Value is very hard to measure. NPS is not the answer.

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Upselling Metrics SaaS Sales 97

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 12, 2021

Also, they are responsible to ensure that the customers renew their contracts, upsells, and cross-sells for the company, hence, ensuring consistent revenue for the company. Both of these are vital roles that a company, especially one in the Saas industry, cannot do without. Account management vs Customer Success (CS).

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Accountability Management SaaS Upselling 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Ed Powers , a Customer Success consultant with Service Excellence Partners summed up this idea nicely in our guide, “ How to Crush SaaS Customer Onboarding ” when he said, “High customer loyalty is achieved by design, not by luck.”

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Ed Powers , a Customer Success consultant with Service Excellence Partners summed up this idea nicely in our guide, “ How to Crush SaaS Customer Onboarding ” when he said, “High customer loyalty is achieved by design, not by luck.”

Management 52

Management Customer retention Upselling Chief Customer Officer 52

Totango

MARCH 26, 2021

Some information is out-of-date, while some presentations give a partial perspective on the customer lifecycle. 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. Onboarding.

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SaaS Best practices Upselling Education 67

CustomerSuccessBox

APRIL 26, 2022

Within the first week, a majority of B2B SaaS companies lose 75% of their new consumers ! So, if you’re a B2B SaaS firm, you might want to consider using customer onboarding software to mitigate these problems. To help you with that, this blog will list the features that you must look for in a SaaS customer onboarding software.

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SaaS Upselling B2B Customer retention 52

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? Monitor your language and how you present issues. . The bottom line .

Accountability 52

Accountability SaaS Upselling Best practices 52

CustomerSuccessBox

MARCH 17, 2022

Every SaaS business wants to expand and succeed. When presenting a new client, the first step should be to set clear expectations. Upsell Playbook. We all know that in the subscription market, recurring revenue is what makes or breaks a SaaS company. Upselling can increase your revenue by 30 percent or more.

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Customer advocacy Upselling SaaS B2B 52

CustomerSuccessBox

MARCH 18, 2020

So, when the time comes for that renewal or upsell, you have built the relation to bring it up without any awkwardness. Make sure all your meetings, business reviews are via video so that you are virtually present in the room and that makes a great substitute for not being able to travel. So what are you waiting for?

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Management SaaS Upselling Accountability 115

Totango

AUGUST 9, 2022

Sales : Sales teams can use customer segmentation to group prospects and customers based on propensity to buy, potential transaction value and upsell opportunities. This can help teams prioritize high-value opportunities and tailor sales presentations for personalized appeal. Fill Out the Right Segmentation Buckets.

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Best practices B2B Journey mapping Upselling 103

ChurnZero

SEPTEMBER 15, 2020

For CXOs, virtual events like BIG RYG present a flexible opportunity to brush up on your skills. The question of whether Customer Success should own the renewal, expansion and upsell is one of the most debated topics in CS. The BIG RYG Customer Success Conference is one of the best ways to stay up-to-date on the latest trends.

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SaaS Upselling Sales 59

CustomerSuccessBox

JUNE 8, 2021

Drive Renewals and Upsells. Establish upsell and cross-sell playbooks to expand the organization’s footprint within the customer base. The basic qualification and experience required to be a Customer Success director are: Must have at least 4to 5years of overall experience in the SaaS space. Orchestration of various tools.

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Upselling SaaS Metrics Best practices 52

CustomerSuccessBox

JULY 2, 2020

The first is obviously the customer onboarding meetings which are essential to retaining any B2B SaaS customer. Plus an opportunity to present the future planning to get a customer’s feedback and sow the seeds for renewal and / or upsell. Suggested read: Designing a customer onboarding framework for B2B SaaS.

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SaaS Upselling B2B Feedback 52

ClientSuccess

MAY 11, 2021

Customer success managers working with SaaS products have a lot on their plate. Additionally, sharing upsell information with a sales rep and reporting customer health to executives could also be on there. Presenting customer success data is never easy, especially when metrics are spread out across numerous platforms.

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CRM Upselling SaaS Metrics 54

CustomerSuccessBox

JUNE 30, 2021

Customer Success is important for SaaS companies because they’re a constant voice of the customer for your business. For someone it’s all about reporting, for someone it’s all about renewal, and to someone, it’s on to upsells and so forth. Customer success can be broken into five core components.

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Upselling SaaS Sales 52

CustomerSuccessBox

MAY 30, 2022

*Julie, a Customer Success Manager , with ABC corp (a B2B SaaS firm) is excited about the upcoming annual conference. This scenario precisely presents the “ Watermelon Effect ”. Yes, comparing both the scores will show how both are different and which one presents a nearly accurate picture of the customer’s real intention.

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Upselling Calibration Engineering Big data 52