CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Who should manage customer onboarding in a SaaS company? Customer segmentation.

SaaS 52

SaaS B2B Customer retention Upselling 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 116

B2B Journey mapping SaaS Engineering 116

ChurnZero

JANUARY 25, 2024

With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. Skillset 3: Customer-centric consulting While new technology fuels efficiency, the heart of CS remains in understanding and anticipating customer needs.

Education 52

Education Upselling Consulting Consulting 52

ChurnZero

AUGUST 14, 2020

Track free-trial users for upsell opportunities to convert to paid users. Webinar Software. What is webinar software? Webinar software is a virtual seminar platform that creates live or recorded video presentations. Who Owns SaaS Customer Expansion and Renewal? Example: Intercom Conversations and Help Scout. .

CRM 87

CRM Finance Upselling Accountability 87

ChurnZero

FEBRUARY 17, 2021

Technology Services Industry Association (TSIA) has a library of 751 business challenges, which represent specific issues about which members go to seek assistance, guidance, or direction on. TSIA Resource: 8-Minute Mini-Webinar: Customer Success Maturity Model. ChurnZero Resource: Churnopedia – SaaS Metrics.

Best practices 78

Best practices Upselling Analytics SaaS 78

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

ClientSuccess

JUNE 15, 2021

If there is one lesson that SaaS organizations learned during the last year, the importance of a loyal customer base can not be overstated. With so much focus on customer success departments, investing in specific technology platforms is a necessity. Customer success teams do much more than just run customer check-in calls.

Upselling 52

Upselling Accountability SaaS Metrics 52

Totango

AUGUST 21, 2020

SC: (Reference Slide below) This journey didn’t start with technology, it never should, it started with bringing all the LoBs together to do the hard work of harmonizing people and processes, driving standardized playbooks and change management supporting these critical People / Process components. What data is used?

Upselling 115

Upselling Accountability Metrics SaaS 115

CustomerSuccessBox

SEPTEMBER 2, 2021

An average SaaS business spends 92% of their first-year revenue on customer acquisition. B2B SaaS companies determine the CAC by two major components. In SaaS businesses, CAC is usually compared to a customer’s lifetime value (LTV). In the SaaS industry, your product goes through various updations. What is a good CAC?

SaaS 52

SaaS Metrics Advertising Sales 52

SmartKarrot

MARCH 2, 2022

And this is even more difficult when it comes to companies that offer SaaS products. To grow and succeed in such a dense market, it is important for SaaS companies/product owners to come up with an effective growth marketing framework – with 100% effective growth marketing strategies. Like what you are reading?

SaaS 12

SaaS Marketing Upselling Engineering 12

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. The more mature your technology and CS processes become, the more agile your team will be and the better they will be able to receive and implement feedback.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

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

Amity

MARCH 28, 2018

This is a massive source of wasted time for CSMs and it’s something that is dealt with incredibly easily with the right technology. Onboarding, implementation, adoption, renewal, upsell, and escalation… all it takes is a day of planning around each process. Insights - The data you gather is turned into actionable insights.

Coaching 95

Coaching Upselling SaaS Technology 95

ChurnZero

JULY 2, 2020

SaaS organizations aspire to be it, but many don’t know how to transform this highly touted phrase into a practical application. During the webinar, Abby and Robin shared their firsthand experience on building customer-first organizations from the ground up as well as covering: How to structure your teams to better serve the customer.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

ChurnZero

NOVEMBER 27, 2019

ChurnZero’s CCO, Abby Hammer, spoke about getting the resources you need to combat the major obstacle to scaling your SaaS business – Churn! . When determining the technology that can best support your team, step back and consider your end goal s. As she explained: . Being an effective agent of change is a must.

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

Nicereply

APRIL 30, 2020

Cross-sell & Upsell, but first, answer the query. One of the good upselling models could be to offer the try something for free (limited time). Here comes a good upselling option. Depending on your saas pricing model , you could offer the user a temporary up his package like a compensation (for example, for 2 days).

Sales 69

Sales Customer Service Upselling CRM 69

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

ChurnZero

OCTOBER 25, 2019

Instead, many onboarding efforts are ineffective and often are narrowly focused on the technology itself. To discuss this topic, we hosted a well-attended webinar last week with Jason Whitehead the Founder of Tri Tuns LLC, a Customer Success and Software Adoption Consulting firm. A: That’s one of my favorite questions.

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Technology 49

ChurnZero

NOVEMBER 15, 2019

We are in the thick of Q4 and the high-pressure budget and strategy planning season is in full swing in SaaS organizations around the globe. To help you and your team with this arduous process, we hosted a video panel-style webinar on this topic so you could to hear advice on: End-of-year retention and upsell efforts.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

ChurnZero

SEPTEMBER 6, 2019

Between responsibilities like onboarding, advocacy, upsells and renewals, Customer Success Managers (CSMs) have cemented themselves as drivers of corporate growth. . Implementation Specialist , SaaS Startup . . CS has quickly cemented itself as an essential part of SaaS organizations. . i ncrease upsells?

Upselling 49

Upselling Sales Accountability SaaS 49

CSM Practice

JANUARY 1, 2017

In the technology industry, customer success management is developing into a vital department. Recently, many companies are moving from on-premise to SaaS. Irit Eizips: Today we’re going to compare on-premise and SaaS customer success programs. In the SaaS case, they’re “renting” your solution.

SaaS 58

SaaS Metrics Accountability Best practices 58

SmartKarrot

AUGUST 16, 2021

Apply here: [link] Role: Customer Success Manager (B2B SaaS) Location: Remote, United Kingdom Organization: Attractions.io Work with your assigned Strategic Account Manager (SAM) to meet retention and upsell goals. Lead customers increasingly across the geographies around the World, including Europe and North America.

Accountability 19

Accountability Upselling B2B Customer centricity 19

Amity

DECEMBER 14, 2016

In the always-on world of SaaS, the role of customer success varies across companies and industries. Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. 2-3pm Customer Training: We offer one-hour customized webinar-style training sessions for all of our Enterprise customers.

Management 84

Management Finance Enterprise Accountability 84

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 106

SaaS Journey mapping B2B Feedback 106

SmartKarrot

JUNE 30, 2021

Why Product Adoption is Critical for SaaS Success? Product adoption is critical for SaaS success and affects the profitability and performance of the product to a large extent. This is why product adoption improves SaaS success. A good product adoption strategy will enhance your SaaS success. Expansion Revenue.

SaaS 10

SaaS Upselling Metrics Advertising 10

ChurnZero

NOVEMBER 22, 2019

Upcoming Webinar: New Manager’s Guide for a Customer Success Strategy Implementation. Join us as we share experiences from the trenches on aligning business priorities, technology and priorities. How to Calculate Your Renewal and Upsell Rate – Learn how to calculate these metrics and apply them to your SaaS business.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

SmartKarrot

JULY 1, 2020

While the best of customer success management strategies begin with segmenting the clients, it is considered a very logical step that mostly all the SaaS companies look up to. Simply put, they segment on the type and level of coverage, such as the required skills, facets, technological skills, etc. . Knowing the Relevant Data.

Enterprise 10

Enterprise SaaS Accountability Metrics 10

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. Paul: What’s the most disruptive technology of all time? It’s an amazing technology and so simple. Paul: If you could use technology to solve one world problem what would it be, and why?

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. Paul: What’s the most disruptive technology of all time? It’s an amazing technology and so simple. Paul: If you could use technology to solve one world problem what would it be, and why?

SaaS 52

SaaS B2B Upselling Metrics 52

ClientSuccess

JULY 16, 2019

Through these interactions, I firmly believe it will help create stronger relationships, as well as increase our opportunities for upsell and renewals. Unfortunately, sometimes you are limited by the technology and resources you have, so you have to rely on things like Zoom. Ultimate Guide to SaaS Customer Success Metrics.

Sales 41

Sales Upselling SaaS Best practices 41

ClientSuccess

OCTOBER 12, 2022

In today’s modern SaaS landscape, customer-focused teams constantly look for new ways to innovate and grow. Of course, big numbers like cost savings are critical, but what about other metrics driving customer satisfaction, renewals, and upsells? Instead, there should be internal and external impacts brought on by technology.

SaaS 76

SaaS Upselling Metrics CRM 76

ClientSuccess

FEBRUARY 21, 2022

As customer success has grown into a critical corporate function for SaaS organizations, CSMs have turned to data and metrics to make strategic decisions for their customers. Usage: Are eligible end-users using the platform or technology? What do the contract terms look like regarding opt-out, renewals, and upsells?

Upselling 68

Upselling Metrics SaaS Customer effort 68

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. The Software as a Service (SaaS) model, moved the customer into the driver seat, and they are not going to give it up. • Webinars.

SaaS 80

SaaS Education Customer retention Sales 80

NobelBiz

MAY 25, 2023

In 2013, the CDP Institute was founded to help educate marketers about the technology and its benefits. 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.

call center software 98

call center software Call Center APIs Contact Center 98

JivoChat

JULY 7, 2021

Our technological world means the customer journey often takes place entirely online, so digital engagement is more important than ever. Your customer might engage with your brand by visiting a website and clicking a CTA, reading a blog post, conversing with a chatbot , “liking” a social media ad, or even participating in a webinar.

Chatbots 52

Chatbots Self service Upselling Sales 52

CustomerSuccessBox

JANUARY 18, 2022

There are many analytics and CS tools to help SaaS-based enterprises analyze customer end-user usage behavior. Self-service technology. The CSM and/or marketing team has recorded a “new feature” webinar for SMB customers. We recommend that you send these letters 40-70 days before the actual update. Wrapping Up.

Self service 52

Self service Enterprise Analytics Technical Support 52

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