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.

Upselling 57

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?

Upselling 71

Upselling Analytics B2B B2C 71

ChurnZero

NOVEMBER 4, 2022

Discover the lessons these three SaaS CEOs have learned from leading customer-centric businesses through an economic slump, and how you can apply them. A SaaS business’s greatest source of intel is direct customer feedback. The SaaS mindset of “top-line growth over everything” is changing. .

SaaS 98

SaaS Customer centricity Finance Best practices 98

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. Understanding of the unique challenges and opportunities associated with SaaS companies.

SaaS 52

SaaS Upselling Enterprise industry standards 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.

SaaS 71

SaaS industry standards Upselling Education 71

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. At ZERO-IN 2024, Higher Locic ‘s Heather Wendt gave an excellent presentation on the steps of building a community and amplifying its networking effects and business impact. The three stages of digital community platform evolution.

SaaS 52

SaaS Gamification B2B Metrics 52

CustomerSuccessBox

JANUARY 21, 2022

Upsell discussion happens when your product either delivers expected value or exceeds it. Wait, what’s an Upsell? An upsell is a technique used by, usually, the salespeople and/or CSMs to pitch to the customer to consider either purchasing an expensive product or upgrading to a more feature enhanced product.

Upselling 52

Upselling B2B SaaS Sales 52

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.

SaaS 74

SaaS Enterprise Customer retention Upselling 74

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

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.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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

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?

Management 115

Management SaaS Upselling Accountability 115

Amity

SEPTEMBER 19, 2016

So here you are, building the next up and coming SaaS tool, with the ever so common recurring revenue model. Typical answer would be log in data, usage data, MRR/ARR, previous upsell data. Presentation should be around 15 minutes and allot for an additional 15 minutes for questions. Things are going really well. Activity 3.

Management 0

Management Construction Upselling SaaS 0

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.

SaaS 52

SaaS Sales Upselling B2B 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?

Sales 94

Sales Upselling Morale SaaS 94

Amity

SEPTEMBER 17, 2015

CustomerSuccess #SystemOfRecord verifies contributions to #SaaS bottom line. It’s a relatively new concept to demand that customer success organizations establish a system of record to track quantifiable achievements; but it’s game-changing to be able to present this key data to your executives. Make it black and white. Click To Tweet.

Upselling 72

Upselling SaaS Metrics Sales 72

Amity

FEBRUARY 26, 2018

Knowing these limitations can present opportunities for future improvements, which could lead to a better product, and ultimately happier customers. Pro tip: A lot of SaaS companies usually employ a mix of fixed and flexible prices. You should also be aware of the current limitations of your product. Know your pricing.

Upselling 84

Upselling SaaS Feedback Sales 84

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.

SaaS 88

SaaS Customer retention Accountability Feedback 88

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?

SaaS 52

SaaS Upselling Metrics CRM 52

Squelch

JULY 30, 2019

the provider of a customer experience optimization solution that empowers customer support and success professionals with the knowledge and resources to delight customers, announced today that it has been named a finalist in the 2019 SaaS Awards in the category of Best SaaS Newcomer. About the SaaS Awards.

SaaS 40

SaaS Upselling Enterprise Customer Support 40

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.

Best practices 106

Best practices B2B Journey mapping Upselling 106

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

CustomerSuccessBox

SEPTEMBER 7, 2021

But it also bought a sea of opportunity for people who could see beyond the present turbulent times. Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 Bonus Tip: What are customer journeys in SaaS? #9 COVID coerced many of us into a myopic mindset- questioning ourselves and feeling depressed about setbacks.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

Totango

AUGUST 21, 2020

I would say our challenge isn’t with the actual tool, it would be with how data is presented across the SAP landscape that leads to 80% of the questions and support tickets. Q: How/if SAP is using Totango to manage its Services business too, or just for its SaaS motions? SC: Totango is very easy to use and is cloud-based.

Upselling 117

Upselling Accountability Metrics SaaS 117

Amity

JANUARY 27, 2016

In this issue of the SaaS Tattler we discuss some of the economic benefits of a Customer Success Platform. Join us, and a panel of three leading B2B SaaS executives on February 4 at 1pm ET , for a lively discussion on how to make the business case for investing in Customer Success Software.

Upselling 57

Upselling SaaS Best practices Sales 57

PeopleMetrics

APRIL 17, 2015

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. If you can gain more customers from the same traffic base, you’ll lower CAC. Secondly, CX increases customer loyalty and retention.

Marketing 108

Marketing Customer Experience Benchmark Wireless 108

ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. This article was adapted from a portion of ChurnZero’s BIG RYG session “ Customer Success as a Profit Center ” presented by Matthew Brown, Director Customer Enablement, Solink. Revenue Forecasting (Renewals, Expansion, Upsells, etc.).

Metrics 98

Metrics Journey mapping SaaS Sales 98

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.

Best practices 40

Best practices Customer retention SaaS Metrics 40

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.

Upselling 52

Upselling SaaS B2B Metrics 52

Totango

MARCH 10, 2020

The customer-centered economy created by the rise in SaaS and subscription services places the customer firmly in control of their partnership, so when they speak we must listen. If a customer finds a particular onboarding module difficult to follow, it may need to be rewritten, moved within the order of presentation, or dismissed altogether.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

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. We’ve managed to do so successfully but it always presents a real challenge. We regularly look at CSAT, NPS, retention, upsells, health score, and churn.

B2C 0

B2C SaaS B2B Accountability 0

CustomerSuccessBox

FEBRUARY 14, 2019

The major KPIs of a Customer Success Manager are: Increase Lifetime Value (LTV) of the customers (by upsells, cross sells etc). The customers that are retained help in bringing consistent monthly revenue for a SaaS company. Source: Maranda Ann Dziekonski’s presentation in the webinar “ How to start a career in Customer Success ”).

Management 67

Management Upselling SaaS Sales 67

Nicereply

JUNE 20, 2023

The SaaS model has blurred the lines between marketing, sales, conversion, on-boarding, training, support,and retention. So we also look for ability and evidence of engagement with other disciplines, gaining buy-in, and presenting new ideas. Kristina: CX has really evolved over the past decade.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

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.

SaaS 68

SaaS Best practices Upselling Education 68

ChurnZero

OCTOBER 11, 2019

If you work in a B2B SaaS company, you know that across the board, Q4 is always the biggest sales quarter of the year. If you decide you want to hit 98% renewed revenue and a certain revenue amount in upsells, commit to doing the necessary activities to reach that number. Put Forward Upsell Opportunities.

Journey mapping 66

Journey mapping Upselling SaaS Accountability 66

Totango

APRIL 16, 2021

This lays the groundwork for subscription renewals and upsell opportunities. In a SaaS context, it is especially useful when applied to onboarding emails in conjunction with digital-first customer success technology such as Totango Spark. Usage data may also highlight an upsell opportunity. Personalizing Product Usage Data.

Personalization 71

Personalization Upselling Benchmark SaaS 71