ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Celebrate (and Capitalize) on Success With Case Studies. As your customer base expands, it’s helpful to develop a system of qualifications for determining case study candidates.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

JUNE 23, 2023

Not too long ago, SaaS companies were focused on growth at all costs. Fortunately, SaaS Capital , which provides debt financing to growth companies, recently published its annual B2B SaaS retention study. Source: SaaS Capital’s 2023 SaaS Retention Benchmarks for Private B2B Companies This benchmark varied by ACV.

Benchmark 52

Benchmark Customer retention SaaS B2B 52

ChurnZero

DECEMBER 29, 2020

The SaaS Debate: Who Owns the Renewal and Upsell? Whether Customer Success or sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. 31 st Fastest Growing SaaS Company on SaaS Mag’s list. Customer Success vs. Sales. To find out who wins, check out the recap.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ClientSuccess

MARCH 9, 2020

As modern SaaS customers have changed and grown more complex over the last few years, the roles of customer success and customer experience have also changed. Every customer interaction, whether it’s a conversation with marketing about a case study or a negotiation with a CSM over an expansion opportunity, influences the customer experience.

Customer Experience 97

Customer Experience Upselling Accountability SaaS 97

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

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). Expansion Revenues rate. Gross Churn .

SaaS 52

SaaS Upselling Metrics CRM 52

ChurnZero

OCTOBER 8, 2021

We have two customers, both are large enterprises signed up to use a given marketing SaaS product. Both customers have had good relations with the SaaS enterprise for years, and are comparable in size, geography, and stage. . A large number of opened accounts with the SaaS business. . Excellent B2B relations. .

SaaS 98

SaaS Metrics B2B Enterprise 98

Totango

AUGUST 9, 2022

For example, a marketing team might study the social media activity of all website visitors who purchased a specific product to identify the characteristics of visitors who are most likely to buy. This enables more repeat business, more upsell opportunities, referrals and higher revenue. Fill Out the Right Segmentation Buckets.

Best practices 106

Best practices B2B Journey mapping Upselling 106

Amity

MAY 5, 2016

Working in Customer Success, we hear the same terms all the time: ARR, Churn, MRR, Retention, SaaS, etc. Study: Data breaches leading to higher costs, customer churn - [link]. is reading up on SAAS [link]. talking about SaaS nice. everything's an upsell. hard upsell, no donut! Customer Health Score.

SaaS 57

SaaS Upselling Customer retention Management 57

Totango

MARCH 5, 2021

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. Start by demonstrating the value of your product early in the customer journey by offering case studies and testimonials.

Customer retention 92

Customer retention Upselling Enterprise Benchmark 92

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. Provide references, case studies, customer stories to Sales and Marketing. Create upsell opportunities.

Management 67

Management Upselling SaaS Sales 67

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. According to studies , the LTV value should be at least 3 times the CAC in order for your company to grow and be sustainable. This is a reactive approach and is NOT true.

Best practices 40

Best practices Customer retention SaaS Metrics 40

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. Your software is a living warehouse of information on your customer’s behavior, and the most accurate way to detect happiness through the study of actions.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

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

ClientSuccess

MARCH 9, 2020

As modern SaaS customers have changed and grown more complex over the last few years, the roles of customer success and customer experience have also changed. Every customer interaction, whether it’s a conversation with marketing about a case study or a negotiation with a CSM over an expansion opportunity, influences the customer experience.

Customer Experience 74

Customer Experience Upselling Accountability SaaS 74

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. Under all the fancy showbiz lies the fact that running a SaaS business is very challenging. Benefits of having a Customer Success Software for your SaaS business-.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

CustomerSuccessBox

MARCH 27, 2019

Thus, increasing the retention rate, and creating potential opportunity for upsells / cross-sells too. According to a study, the Life-Time Value of a Customer (LTV) should be at least 3 times the Cost of Acquisition (CAC). You may have different SaaS customer success best practices that are specific to your company.

Upselling 66

Upselling SaaS Best practices Feedback 66

Totango

MARCH 2, 2021

The SaaS business model has transformed contemporary understanding of customer journey stages. Before the rise of SaaS, the customer journey was typically viewed from a marketing and sales perspective, as represented by the image of a funnel marking the steps from brand awareness to a sale. Case Studies. Consideration.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . Renewals (Cited by 67% of Respondents): Studies have shown time and again that company growth is directly tied to high customer renewal.

Upselling 65

Upselling Accountability Enterprise Metrics 65

ChurnZero

FEBRUARY 17, 2021

ChurnZero Resource: Churnopedia – SaaS Metrics. ChurnZero Resource: Inaugural Customer Success Leadership Study. ChurnZero Resource: Knowledge Hub – Customer Expansion, Upselling, and Cross-Selling for CS Teams. ChurnZero Resource: New Manager’s Guide for a Customer Success Strategy Implementation. Improve Customer Experience.

Best practices 78

Best practices Upselling SaaS Analytics 78

ChurnZero

DECEMBER 17, 2021

Considering that studies have shown that acquiring a new customer is exponentially more expensive than retaining an existing one, expansion management becomes more important than ever. In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management.

Management 52

Management Upselling SaaS Customer retention 52

ChurnZero

JUNE 15, 2021

In a world seemingly obsessed with hyper-growth, this may sound like heresy, but when evaluating a B2B software-as-a-service (SaaS) company, the most important metric we look at is retention. cross-selling, upselling, etc.) The Impact of Retention on a SaaS Business.

Metrics 59

Metrics SaaS Upselling Surveys 59

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. Secure the support of the C-suite executives since Forrester stated “ Every successful transformation we studied began with a customer experience epiphany by a CEO or COO.” In the SaaS business, however, onboarding has become a very usual practice.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Amity

MARCH 1, 2018

It is possible to analyze Net Promoter Score data in spreadsheets but most SaaS companies find that cumbersome. Route your promoter responses to Marketing, they may want to reach out for a testimonial or a case study. This allows the recipient to answer directly from the comfort of their inbox, a place they expect to hear from you.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. That is why it is a SaaS product and not a one-time purchase! Predictable Upsells. This is the next level of the previous point.

Upselling 52

Upselling SaaS B2B Metrics 52

CustomerSuccessBox

MAY 16, 2022

Since you choose to read this blog, I suppose you already know the gravity of Customer Success in a B2B SaaS business. Now, imagine having a great SaaS product where you are already providing the top-notch customer support, and somehow when the day of renewal comes your customer refuses to renew your subscription.

Management 52

Management Upselling SaaS Accountability 52

CustomerSuccessBox

JULY 19, 2021

For SaaS companies today, there are many aspects of their business to consider when creating and measuring success. What Saas businesses do not realize is that excelling in Customer Success (CS) can be a key component to low churn rates and successful business growth. These are Top Customer Success Statistics in 2021. Source: Forbes.

SaaS 52

SaaS Customer retention Surveys Chatbots 52

CustomerSuccessBox

APRIL 26, 2022

Within the first week, a majority of B2B SaaS companies lose 75% of their new consumers ! Yes, studies have shown that. So, if you’re a B2B SaaS firm, you might want to consider using customer onboarding software to mitigate these problems. That means you can upsell to the existing customers and generate more revenue!

SaaS 52

SaaS Upselling B2B Customer retention 52

CustomerSuccessBox

JANUARY 24, 2019

On the other hand, customer success department is responsible for reducing churn (which in turn increases the LTV of the customers) and also upsells and cross-sells (which brings in additional revenue). Once a customer understands the true value of the product, it becomes much easier to not only renew but also upsell.

Customer Support 67

Customer Support Upselling SaaS Transportation 67

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

CustomerSuccessBox

JULY 29, 2020

CS teams should maintain consistency with the metrics (like retention, upsell, NPS) but the targets should be discussed to make them achievable in these times. Puneet suggested that no CS team runs on a single KPI but rather a set of KPIs like logo retention, MRR Retention, Upsell etc. How should we talk about upsells and renewals now?

Upselling 52

Upselling Metrics SaaS APIs 52

Amity

JULY 4, 2017

For end users and other customer contacts, trigger the survey within your SaaS product. It is possible to analyze Net Promoter Score data in spreadsheets but most SaaS companies find that cumbersome. Route your promoter responses to Marketing, they may want to reach out for a testimonial or a case study.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

CustomerSuccessBox

MAY 18, 2022

A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. If you are on the verge of reading everything about SaaS, this is the place for business leaders, and SaaS founders including customer success specialists to learn about customer success, growth strategies, and much more!

SaaS 52

SaaS Upselling Education Customer retention 52

CustomerSuccessBox

AUGUST 31, 2021

Customer Success is the lifeblood of a SaaS business. If you’re a B2B SaaS business, this statement becomes more profound! In B2B SaaS you spend anywhere between 1–3X times the Annual contract value (ACV) as your Cost of Acquiring the Customer (CAC). If yes, then this blog is intended for you! Rockefeller Jr.

SaaS 52

SaaS B2B Upselling Metrics 52

NobelBiz

MAY 25, 2023

Increased Revenue Opportunities CDPs can increase revenue opportunities for call centers by providing more accurate and detailed customer profiles, which can help businesses identify new sales and upsell opportunities. This can help businesses streamline data management processes and improve overall operational efficiency.

call center software 98

call center software Call Center APIs Contact Center 98

Help Scout

JULY 20, 2021

Rather than being prescriptive, they conducted an extensive study around business use cases and how they pertained to changing customer needs. Here’s a typical example: Imagine you’re on the support team for a SaaS product. This can lead to disjointed, ineffective customer service (even if the support staff is fantastic).

Sales 145

Sales Feedback Metrics Surveys 145

CSM Magazine

DECEMBER 6, 2023

Say you run a digital marketing agency that serves SaaS companies. If your customer success reps are trained, they’ll have a good understanding of the SaaS marketing strategies, SEO, pay-per-click advertising, social media marketing services you offer. This Spotify upgrade banner shows a great upselling example.

Upselling 52

Upselling SaaS Advertising Coaching 52