Totango’s Post

Gartner says that 90% of SaaS companies will have adopted a PLG or PLS go to market strategy Imagine a sales approach that not only boosts adoption but also enhances customer retention and slashes customer acquisition costs Rising CAC is the No1 reason SaaS companies decide to adopt a user centric approach. Merging the best of sales-led and product-led strategies, PLS creates a customer-centric approach that is a win for your customers and a win for your organisation. The way we buy software has fundamentally changed, your GTM strategy should change too... #gotomarketstrategy #productledgrowth

Maximizing SaaS Success: NRR, GRR, and the Role of CSM’s in Cross-Sell and Upsell In the competitive SaaS landscape, NRR (Net Revenue Retention) and GRR (Gross Revenue Retention) are vital metrics indicating company health and growth potential. Here’s a quick categorization: Top Performers (NRR > 120%, GRR > 90%) These companies excel in retaining and expanding their customer base through stellar customer success, product-market fit, and value delivery. Strong Contenders (NRR 100-120%, GRR 80-90%) These firms maintain steady growth with solid retention, focusing on upselling and cross-selling strategies to break into the top tier. Steady Players (NRR 90-100%, GRR 70-80%) They retain most customers but need strategic adjustments to improve expansion. Challengers (NRR < 90%, GRR < 70%) These companies face retention and growth challenges, requiring a revamp of their customer success strategies. Top SaaS companies drive growth not just through new acquisitions but by maximizing value from existing customers. Here’s how they integrate cross-sell and upsell within the CSM org: Customer-Centric Approach CSMs prioritize understanding customer needs to identify where additional products can add value. Data-Driven Insights Analyzing usage patterns and feedback helps CSMs proactively offer relevant solutions. Seamless Integration CSMs work closely with sales, product, and marketing teams to ensure consistent messaging and smooth transitions, fostering a unified customer experience. Value-Added Propositions Demonstrating tangible benefits and ROI makes a compelling case for further investment. Personalized Communication Tailored recommendations based on customer context lead to higher adoption rates. Training and Enablement Ongoing training ensures CSMs can identify and articulate upsell and cross-sell opportunities effectively. By embedding these strategies, top SaaS companies enhance customer satisfaction and drive significant revenue growth. Understanding where your company stands can guide your strategic focus for upcoming quarters. #CustomerSuccess #CSM #SaaS #Leadership #Growth #Retention #Upsell #CrossSell #CustomerExperience #BusinessStrategy #DataDriven #CustomerCentric

As software buying becomes more ROI-centric, customer success teams face intense pressure to help clients meet their business goals. Integrating customer success early in the journey is key to empowering these teams and facilitating a state change for customers. In this recap of our most recent SaaS Talks, Manan Shah discusses how implementing customer success tools, alongside early engagement of customer success teams, can effectively address evolving ROI demands. Watch the full session here: https://lnkd.in/gndksYK5 Stay tuned for our upcoming SaaS Talks on SMB SaaS GTM. Register here: https://lnkd.in/dkibgZG8 Alok Goyal Arpit Maheshwari Naman Jain Sayantan Sarkar #CustomerSuccess #Sales

Keeping customers and getting new customers requires different levels of attention and service. This is why #customersuccess became a necessary component in #saas and #service globally over the last two decades. The benefit is that current customers have in depth relationships with their CSM throughout the implementation and adoption of actually using the tools or services they purchased, and no one knows them better for the goals they are wanting to achieve and with which tools to achieve them with. CS is not dead. 💁🏼♀️ It is necessary to scale and grow your company by expanding and growing your current customers and in turn, revenue. Both #sales and #cs can impact revenue to incredible heights. Who owns customer #renewals at your company?

People often ask if expansion can be driven without focusing on retention. My response is always the same: retention is the foundation of any successful expansion. Here are a few compelling reasons why: 📈 The Subscription Economy Index shows that recurring revenue from retained customers can reach up to 90% for SaaS businesses (Source: Zuora). 💫 Research from Harvard Business Review indicates that reducing customer churn by 5% can increase profits by up to 125%. 💹 Bain & Company found that increasing customer retention by just 5% can boost profits by 25-95%. If you can't support your existing customers, you won't earn the right to ask for expansion. #CustomerSuccess #BusinessGrowth #CustomerRetention #SaaS #ExpansionStrategy #accountmanagement #csfam #csm

Looking for a new SaaS offering and after some research, the first one doesn't have contact details for sales. The second option responded with a list of articles and an onboarding webinar. The third called back within minutes (a win!), but didn't have the product I was after. I see this so often from SaaS and tech vendors, obsessed with automation and streamlining everything. Just don't streamline yourself out of a sale! It's also a good indication of who will be useful with customer support when I do buy, and who won't. #SaaS #automation #customeracquisition

Great #SaaS companies recognise the power their solution and services partners bring. Not just selling licenses but their key strength of adding value to their customers with their offering. These companies integrate their partners into the relevant customer facing teams and encourage them to work together.   These great companies work hard on ensuring there is alignment with their partners on what customer success is and have a culture of opening their base to partners who add value. They have worked out early when working with the right partners they can retain, renew, and grow their customers.   With trust being the new data as #nearbound talks about, aligned partners have the front row seat to new opportunities but more importantly the ability together with the vendor to ensure happy and successful customers.   These great SaaS companies have recognised the value solution and services partners bring. They have the ability to become the moat around the company. As we have seen how integrations/API's enable a product to become a platform, we will start to see how solution and services partners enable companies to transition from a product to the full solution the customer envisioned.      

CSMs are the backbone of every SaaS company. Without all their contributions, SaaS companies are doomed to failure. Here’s why: - They help to identify the ICPs to increase conversion rates, and lower CAC, and churn.  - They create demand for expansions and upsells for efficient growth - They build meaningful customer relationships to get their commitment and loyalty - They source new and better leads through referrals - They gather the insights that power your product development - They power your marketing with use cases, success stories, and educational content - They help sales reps close more deals when they are brought to the sales process - They provide the intel to build a profitable pricing strategy And yet they are often underrated, underappreciated, and underpaid. That’s why I love working with CSMs. PS: Become 1% better at delivering, growing, and monetizing Customer Value every day --> https://lnkd.in/dNYFn57R #saas #customersuccess #customervalueledgrowth

You don’t need a massive team of CSMs to deliver customer success. But you better know what success looks like for your customers and ensure your product, marketing, support, service, and sales functions are all working in concert to deliver it. Successful customers renew longer, buy more, and offer social proof. Successful customers? Nonnegotiable in SaaS. They way you deliver it? Tailored to your customer, product, and company maturity. #customersuccess #sales #saas #product Jay Nathan Join GrowthCurve

In a briefing learning about Uniply. They help SaaS companies manage customer journeys using a unified execution score (TM). It is one metric to focus on improving the journey. https://lnkd.in/eGND-_Vm