“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. In the […]
“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. In the […]
In SaaS, renewals are a natural part of the customer journey. Sometimes they are seamless, other times a forcing function for change: either you pivot to increase the value of your solution or use it […]
In this Chat and Learn series, we invited Taylor Johnston, Director for Customer Success at Salesloft, a sales engagement platform that helps sales organizations deliver better sales experience for their customers. With the continuous growth […]
In whatever situation, the question “Who should own the renewals and upsells?” is considered to be a crucial topic among the Customer Success community. That said, many experts in this field are taking time to […]
Customer retention is the process of engaging with existing customers to continue buying your products or services. It’s one of the main factors to measure a business’ success. If customer retention is poor, there is […]
Renewal Rate, what does that exactly mean? The valuation of a SaaS company is based on its recurring revenue stream. However, the health of the recurring revenue is not dependent on new customers only, but […]
In the wake of the Covid-19 pandemic, businesses are struggling to adapt to the resulting economic downturn. To those of us in customer success, it is even more clear that the pandemic has caused an […]
An executive sponsor or champion is a critical asset for successful and organization-wide solution deployment and adoption. Executive sponsors leverage their deep understanding of the organization’s ecosystem to support your platform’s selection and implementation despite […]
Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you does not mean they are successful either. It is the job of the customer success team […]
Every customer success metric you can measure falls into one of these four categories: Customer Heath Metrics Customer Success Team Performance Metrics Customer Usage Metrics Customer Financial Metrics In this blog series, we’ll examine each […]
Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Even […]
Customer churn is a vital metric for the success of any SaaS company and its customer success team. It is the rate at which customers cease their relationship with a business over a specified period. Churn directly […]