CSM Practice

MAY 13, 2020

CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies and customer success management teams. Our COVID-19 survey also focused on uncovering SaaS companies’ plans for returning to working in the office. Renewals and Upsell Deals. Renewals and Upsell Deals.

SaaS 83

SaaS Surveys Upselling Customer retention 83

ChurnZero

JULY 8, 2022

Cut to 2022, and the idea that a SaaS company could secure venture funding without investors digging deep into retention metrics seems comical, if not reckless. Net revenue retention (NRR) is taking center stage as the qualifying metric for determining the health of a SaaS business. NRR matters to SaaS executives and investors.

SaaS 98

SaaS Metrics Customer retention Upselling 98

Totango

AUGUST 12, 2020

The rise in SaaS and subscription business models with low upfront costs and regular renewal windows means customers can make emotional and rapid decisions to leave an agreement with little consequence. Gathering the right data and acting on it can prevent churn and even help you capitalize on upsell opportunities.

SaaS 88

SaaS Upselling Enterprise Best practices 88

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.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

SaaS 98

SaaS Metrics Surveys Enterprise 98

ChurnZero

OCTOBER 30, 2020

Top SaaS CEOs Talk Compensation, Automation, and Investors. No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. What’s Next For Customer Success? Mehta raises the fact that there is a pay gap between CSMs and salespeople.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

CustomerSuccessBox

SEPTEMBER 7, 2021

So, without further ado, let’s see the Customer Success Trends as predicted by the CS experts. Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 Bonus Tip: What are customer journeys in SaaS? #9 The post Top 10 trends shaping the future of Customer Success in 2021 appeared first on. via GIPHY. #1

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

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. Staying current with industry trends and emerging technologies.

SaaS 52

SaaS Upselling Enterprise industry standards 52

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Here are 12 predictions and trends your team can take advantage of now to make a big impact this year. In 2023, many SaaS companies will focus on navigating a potential economic slowdown.

Chief Customer Officer 98

Chief Customer Officer Sales SaaS Customer centricity 98

ClientSuccess

SEPTEMBER 27, 2018

For many customer success teams, however, the rapid growth of the industry (especially in the SaaS world) has left heads spinning. To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. Building a Company Culture of Customer Success.

SaaS 74

SaaS Finance Metrics Upselling 74

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. . Learn from three SaaS CEOs.

SaaS 98

SaaS Customer centricity Finance Best practices 98

CSM Magazine

JANUARY 28, 2025

For example, a SaaS company might offer an in-app tutorial detailing their platform’s key features. Webinars and Workshops Hosting live or recorded webinars to explain advanced features or industry trends allows customers to deepen their knowledge and use a product or service more effectively.

Education 52

Education Upselling SaaS Self service 52

Mindtouch

OCTOBER 23, 2017

Five primary trends are turning customer self-service into a multi-billion dollar market opportunity. The most striking evidence of the self-service trend is consumer preferences. Software-as-a-Service (SaaS) companies are valued much higher than their on-premise software peers for this reason. Renewals and upsells matter more.

Self service 65

Self service Upselling SaaS Customer Support 65

Totango

JUNE 28, 2021

A f reemium strategy forms a foundation for SaaS marketing, but it’s often used without being understood. A freemium strategy uses a free version of a SaaS product to promote a premium version. Creating opportunities for premium upsells. Here’s a closer look at the basics. We’ll define what a freemium strategy is.

Upselling 96

Upselling SaaS Best practices Sales 96

CSM Practice

FEBRUARY 15, 2021

In Q4 of 2020, CSM Practice synthesized its survey results from close to 200 of US-Based SAAS companies. It also sought to understand the major trends of customer health scores. This blog will discuss takeaways and trends in customer success about one of the most popular tools – the customer health score.

Surveys 64

Surveys SaaS Benchmark Upselling 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

Totango

MARCH 19, 2021

Today’s SaaS customer journey re-envisions the customer’s experience as a circular flywheel, emphasizing the continuity between pre-sales and post-sales experience and between the way successful customer retention sets the stage for brand advocacy and the recruitment of new prospects.

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Best practices Customer retention Upselling SaaS 126

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Uncover Opportunities With Upsell Campaigns. Customer Marketing helps drive and close these upsells with supporting collateral and campaigns. The same holds true for our vendors.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

MAY 3, 2022

Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. Customer Success Talks (playlist) : Weekly discussions on the latest trends with CS leaders. 1: SuccessHACKER. 4: Blake Morgan.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

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

CustomerSuccessBox

JUNE 5, 2019

TL;DR A single customer health score is not ideal for a B2B SaaS business. A SaaS customer goes through acquisition, onboarding, retention, and upsell. Ultimately, you have to identify unmet needs so that you can upsell / cross-sell. Perfect health for a B2B SaaS account. Why calculate customer health score?

Best practices 89

Best practices SaaS Accountability B2B 89

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. A customer journey map charts the stages your customer progresses through during the course of their relationship with you.

B2C 118

B2C B2B Journey mapping SaaS 118

CSM Practice

JUNE 6, 2020

The valuation of a SaaS company is based on its recurring revenue stream. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently.

Metrics 89

Metrics SaaS Accountability Upselling 89

Totango

AUGUST 9, 2022

This makes it easier to see trends in data and plan strategic actions. Actions based on data trends can be automated using a tool such as a customer success platform that triggers workflows based on KPI monitoring. This enables more repeat business, more upsell opportunities, referrals and higher revenue.

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Best practices B2B Journey mapping Upselling 106

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. Some churn is inevitable, but the more you keep an eye on the trends and patterns , the more you might be able to stop it in its tracks.

Customer retention 52

Customer retention SaaS Education Feedback 52

Nicereply

OCTOBER 11, 2024

If you have a SaaS or Tech brand, check out G2 and Capterra. Look for recurring comments or trends in the feedback. Compare survey results over different periods to identify trends. Identify high-value customers and focus on strategies to retain and upsell them. What are customers mentioning you’re doing wrong?

Customer retention 52

Customer retention Surveys Feedback Education 52

ChurnZero

FEBRUARY 9, 2021

Teams are being created to manage the customer life cycle and drive adoption, renewals, upselling, and advocacy. Customer success is one of the hottest B2B trends since the advent of the subscription business model.

Journey mapping 98

Journey mapping Best practices Upselling Consulting 98

ChurnZero

DECEMBER 9, 2020

You can see this is the case by taking a look at the Google search trends for “Customer Success” and “Customer Experience” over time. Recommended Read: 5 SaaS Onboarding Best Practices to Ensure Your Customers’ Success. Recommended read: Customer Expansion and Upselling in the Current Market. . HubSpot Service Blog.

Consulting 98

Consulting Consulting Best practices Upselling 98

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

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. Plan the best SaaS Retention strategies that ensure customers stay with you for long. SaaS retention strategies that work help you turn hard-won consumers into long-term customers, and long-term customers into powerful advocates! Yet, success remained elusive.

SaaS 52

SaaS Customer retention Metrics B2B 52

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. A Customer Onboarding Checklist for Successful CS Teams. What Is the Client Onboarding Process?

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

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

Totango

AUGUST 21, 2020

KPIs such as “Very High Support Ticket Open for more than 24 hours”, “Entitlement Consumption % below 80% for more than 7 days”, then in Totango you can also trend and count days in and trigger follow up actions accordingly. SC: Effectively some of our CS Cloud offerings are services in the for-fee model.

Upselling 117

Upselling Accountability Metrics SaaS 117

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if youre measuring what really matters. The Q&A portion of the webinar further explored commonly misused metrics, benchmarks, and measurement practices in Customer Success and SaaS. What’s your NRR?

SaaS 52

SaaS Metrics Surveys Enterprise 52

Lumoa

MAY 29, 2018

Upsell to existing customers =increase customer lifetime value, or CLV 4. Many businesses use complex excel files and help of data scientists to extract the trends behind customer experience. Upsell is often associated with negative “pushy" type of sales, however it doesn’t have to (and shouldn’t be) that way. And the best part?

Upselling 83

Upselling Advertising SaaS Feedback 83

ClientSuccess

DECEMBER 21, 2021

Here is a rundown of some of the most critical customer success metrics to measure regularly: NRR: net revenue retention (NRR) is a great metric to view the high-level trending success of your customer success function, as it measures your total churn minus expansion revenue.

Metrics 100

Metrics Upselling B2B SaaS 100

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 .

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SaaS Upselling Metrics CRM 52