CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

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 113

SaaS Journey mapping B2B Upselling 113

CustomerSuccessBox

JUNE 27, 2021

Upselling in B2B SaaS is a strategy designed to sell a more feature-rich product edition to an existing customer. Prioritizing customer acquisition should not be your only priority for upselling growth. You have to look ahead towards long-term growth and retention to design strategic upsell paths. Let’s get started.

Upselling 52

Upselling B2B SaaS Accountability 52

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses. Offering customized upsells geared toward customer needs and product usage patterns.

B2B 88

B2B SaaS Education Brand ambassadors 88

CustomerSuccessBox

APRIL 27, 2022

Upselling is crucial for any B2B SaaS business. So, having B2B SaaS upselling strategies is vital for your business growth. If yes, then it might be time to set the ball rolling for an ‘Upsell’ conversation. Putting an upsell plan in place, knowing the strategies, etc. Cross-sell vs Upsell.

Upselling 52

Upselling B2B SaaS Feedback 52

CSM Magazine

JANUARY 28, 2025

For example, a SaaS company might offer an in-app tutorial detailing their platform’s key features. Proactive Communication Share industry tips, case studies, and updates about new features or services through email or social media to continuously educate your audience. How Can Customer Education Benefit Your Business?

Education 52

Education Upselling SaaS Self service 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.

Upselling 57

Upselling SaaS Customer centricity Analytics 57

Totango

SEPTEMBER 13, 2022

Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. What Are The Benefits Of Having A Customer Success Playbook in SaaS? The benefits of customer success playbooks for SaaS providers are numerous. Onboarding.

SaaS 93

SaaS Upselling Best practices Customer retention 93

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

Totango

MARCH 10, 2020

To do that, we can use these 5 customer experience tips: Turn Customer Hopes into Personal Goals. These tips will help you distill the entire customer journey into easy to manage, easy to accomplish daily goals and actions. . From Customer Experience Tips to Customer Growth. Anticipate in Order to Add Extra Value.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. After considering what a customer engagement strategy is and its benefits, we’ll offer ten key tips for keeping enterprise executives and stakeholders engaged. Trials of upsell products. What Is a Customer Engagement Strategy?

Journey mapping 81

Journey mapping SaaS Enterprise B2B 81

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. For B2B SaaS companies, a strong community is a key component to building great customer relationships. Additionally, 60% have solved a problem through a digital community, and 78% have engaged directly with brands at least once per quarter.

SaaS 52

SaaS Gamification B2B Metrics 52

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. Tips to Improve Your Customer Expansion Management Strategy.

Management 98

Management Upselling SaaS Education 98

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

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 122

B2B Journey mapping SaaS Upselling 122

CustomerSuccessBox

JULY 9, 2021

Importance of Customer Journey in SaaS. In the SaaS business, the customer is the ultimate boss. Mapping customer journeys in SaaS is very crucial to influence every interaction and make it a positive experience so that the customer remembers and is happy to come back. Benefits of customer journeys in SaaS. Escalation.

SaaS 59

SaaS Journey mapping B2C B2B 59

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

Amity

JANUARY 30, 2018

Tip #1: Customer Success Managers are the window to the customer’s soul. Tip #2: First impressions matter. Tip #3: Write a success plan and stick to it. Tip #4: CSMs aren’t order-takers, we are success planners. Tip #5: CSMs are money makers, do not forget this! Identify win-win situations.

Upselling 69

Upselling Accountability Sales SaaS 69

ClientSuccess

NOVEMBER 2, 2022

SaaS organizations are focusing more on maintaining and cultivating long-term customer relationships than ever before, and CSMs are at the forefront of these efforts. Here are some tips that can help your customer success team boost customer retention and reduce churn: 1. 3 Tips That Can Help! Toolkit: Churn Management Toolkit.

Customer retention 70

Customer retention Upselling SaaS Accountability 70

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 include relevant blog content as well as more customer-specific content, such as product updates and tip and tricks. Uncover Opportunities With Upsell Campaigns.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

JULY 2, 2021

SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success. A greater emphasis is placed on product packaging to generate more and larger upsells and cross-sells to grow revenue year-over-year.

Customer retention 97

Customer retention Metrics Upselling Chief Customer Officer 97

ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals, customer journey maps, health scores, segmentation, QBRs and much more. Customer Success Career (playlist) : Tips for getting hired, then hiring your own team.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Identifying customers in the market for upsell offers and referral invitations.

Customer retention 106

Customer retention Upselling CRM SaaS 106

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. Check out these tips from some of ChurnZero’s CS Power Users and learn why ChurnZero and CS teams create a robust combination! . Or perhaps upsell opportunities? In the world of B2B SaaS, not all accounts can be treated the same way. Jump to: .

Best practices 72

Best practices Upselling Accountability SaaS 72

Netomi

NOVEMBER 14, 2022

In today’s digital-first world, and an era of remote and hybrid workplaces, the number of SaaS solutions used by companies on a daily basis is overwhelming – in 2021, organizations worldwide were using an average of 110 SaaS apps! How AI helps SaaS companies connect with customers in the moments that matter most.

SaaS 52

SaaS Multichannel Upselling Education 52

CustomerSuccessBox

JUNE 9, 2021

Plus, here’s a reason Why your SaaS might need an onboarding specialist? Bonus Tip: 5 Steps to defining a perfect Customer Onboarding process for a SaaS Customer. The post Who should manage customer onboarding in a SaaS company? appeared first on The Customer Success Blog for B2B SaaS from CustomerSuccessBox.

SaaS 52

SaaS Management Upselling B2B 52

Totango

MAY 6, 2022

Customer health score is one of the fastest and easiest ways to assess whether your SaaS customers are satisfied with your product and brand. You should consider pursuing value-adding engagements, such as offering upsells or inviting referrals. Here we’ll cover what you need to know about customer health scores.

Best practices 124

Best practices Upselling Metrics Journey mapping 124

ProProfs Blog

APRIL 17, 2020

In this thorough guide, you’ll come across: Different SaaS customer success metrics. If you want to have an accurate recurring revenue calculation and a growing MRR from month to month, pay attention to these two essential tips: 1. Increase your chances to upsell. . So, buckle up. Have your MRR properly calculated.

Metrics 142

Metrics Customer retention SaaS Surveys 142

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. Success teams can also use segmentation to promote subscription renewal, spot upsell opportunities and analyze trends in customer product usage to better understand behavior.

Best practices 106

Best practices B2B Journey mapping Upselling 106

Nicereply

OCTOBER 11, 2024

We’ll also review how to measure customer satisfaction, along with some tips on how to improve it. If you have a SaaS or Tech brand, check out G2 and Capterra. Pro-Tip: Make sure your CLTV is at least three times your Customer Acquisition Cost (CAC). Let’s take a closer look at what customer satisfaction is and why it matters.

Customer retention 52

Customer retention Surveys Feedback Education 52

ChurnZero

SEPTEMBER 8, 2021

Join Cloud and SaaS Founders, VC and Execs, in-person, once again in the SF Bay Area! The 7 th SaaStr Annual is the largest non-vendor confab in the world, uniting the global B2B SaaS community both online and off. 6 Tips to Learn Hw to Upsell and Cross-Sell – Discover how to expand your customer accounts with integrity. .

Personalization 95

Personalization SaaS Upselling B2B 95

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

Totango

MARCH 16, 2021

A full journey map covers all stages from lead acquisition through subscription renewals, upsells, and referrals, although some maps abbreviate this to focus on the post-sales part of the process. For more details, see our tips on How to Perform a Customer Journey Analysis.[link]. How to Optimize Your B2B Customer Journey.

B2C 118

B2C B2B Journey mapping SaaS 118

Amity

FEBRUARY 26, 2018

Pro tip: A lot of SaaS companies usually employ a mix of fixed and flexible prices. The fixed price serves as the baseline and the flexible components allow for other revenue channels like upselling. Know the factors that were used, including how your customers are charged (per user, per license, etc.) and what the billing (i.e.

Upselling 84

Upselling SaaS Feedback Sales 84

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. If you want to throw more fire behind your customer retention strategies , keep reading for some tips and tricks to keep them going strong.

Customer retention 52

Customer retention SaaS Education Feedback 52

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. Finally, we’ll offer some tips on why optimizing your onboarding process matters and how you can leverage technology to integrate your checklist into an efficient onboarding process. Why Optimizing Your SaaS Onboarding Matters.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

CustomerSuccessBox

SEPTEMBER 7, 2021

Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 Bonus Tip: What are customer journeys in SaaS? #9 With Customer Success teams who work on onboarding automation and efficiency to set their customers up for a strong initial footing, this will result in long-term success. 9 CX and UX will Make the Cut.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96