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 […]
Category: Renewal & Retention
How to Optimize your Renewal Process
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 […]
Who should own the Renewals and Upsells? Sales or Customer Success?
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 […]
Achieving 100% Customer Retention
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 […]
Comprehensive Guide to Renewal Rate
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 […]
Customer Success Best Practices During COVID-19
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 […]
Losing Your Executive Sponsor without Losing Your Customer
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 […]
Customer Usage Metrics That Matter
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 […]
Customer Health Metrics That Matter
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 […]
Customer Success Financial Metrics That Matter
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 Analysis: Should you bother?!
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 […]
Becoming a Customer-Centric Organization
The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to […]
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