Martech

DECEMBER 1, 2022

Sendoso, the corporate branded gifting service, this week announced the launch of a freemium offering, Sendoso Express. With no contracts, subscriptions or fees, it is aimed at the SMB market. Sendoso’s full offering supports the sending of a wide variety of gifts, not just cards, with customization and personalization available.

Launch 116

Launch Service B2B Contract 116

Partners in Excellence

FEBRUARY 28, 2024

The commonality between the two of us is the obsession around helping customers solve complex problems and create great value. My obsession to provide Customer Value Written by Christian Maure r Dave, thank you very much for picking up the challenge. That’s how my obsession to provide customer value was borne.

Customers 102

Customers Contract Consult Electrical Engineering 102

SaaStr

MAY 8, 2021

Bigger customers usually leave simply because your product doesn’t do enough. An annual contract gives you 365 days or so to fix that. I’ve long been a vocal proponent of annual contracts. Close say a $125k contract, even after a healthy sales commission, that’s $100k+ in the bank right now!

Contract 101

Contract Legal Commission Finance 101

PandaDoc

DECEMBER 20, 2021

Written contracts are a great way of setting boundaries for a business relationship between two parties. Even though the original contract may seem like carved in stone agreement, unexpected situations may occur and oblige the parties to come up with a contract amendment. What is a contract amendment?

Contract 52

Contract Legal Negotiate Price 52

Salesforce

FEBRUARY 16, 2022

Communications service providers work hard to keep their customer base strong. But despite their best efforts, customers still leave. If service providers knew which customers were about to cancel, they could take proactive steps to lower their likelihood of leaving. Identify customers who are likely to cancel.

Technology 98

Technology Technology Service Customers 98

Martech

JULY 29, 2022

If not, is an API available for custom system integrations? What level of customer support is offered, and when is it available (i.e., Are professional services or support available for our transition to ABM? Questions to ask the vendors’ customers. How responsive is customer service? 24/7 vs. 8/5)?

Contract 99

Contract B2B Technology Technology 99

Salesforce

JANUARY 31, 2023

What kind of impact does equipment downtime have on your customers and your reputation? Prioritizing proactive field service can help you not only reduce operating costs but also keep your customers happier — and coming back. Discover how your company can be more proactive by checking out our latest field service guide today.

Service 98

Service Manufacturing Contract Electricity 98

Salesforce

JULY 19, 2023

Table of contents What is AI in customer service? What are the benefits of AI in customer service? ” With budgets in flux and customers expecting more, service teams are constantly figuring out how to answer an important question: how do you actually do more with less?

Service 52

Service Customers CRM Technology 52

SaaStr

JANUARY 15, 2021

25% of revenue from professional services may sound high, but it’s a fairly standard ratio in true enterprise software. Importantly, Qualtrics’ margins remain high so it’s not losing money on its services. Gross margins on services are about 35%. And isn’t it a bit unseemly to charge for services? It sure did to me.

Service 118

Service Contract Price Negotiate 118

PandaDoc

OCTOBER 5, 2021

Contract negotiation is essential for modern businesses, but it isn’t always easy. Let’s talk about contract negotiation in more depth. What is a contract negotiation? Contract negotiation is when two or more people discuss the current terms of a contract and come to a new, legally binding agreement.

Contract 52

Contract Negotiate Legal Government 52

SaaStr

JANUARY 22, 2021

But there’s one thing I can tell you in SaaS, at least: Almost Everything Except the Product Itself is Sort of the Same at a Given ACV (Annual Contract Value) Level. A certain way you retain customers and prove support. Customers will expect more services, more account management, more configuration.

Contract 104

Contract Engineering Account management Up-sell 104

Miller Heiman Group

JUNE 4, 2019

One way that sellers can work on improving buyer perception and exceeding those expectations is to consider the role that service plays in B2B sales. Let’s start by considering how customer perception has evolved in the past few years. Businesses today must be able to compete not only on price and performance—but also on service.

Service 96

Service Customers Repeat business Referrals 96

SaaStr

MARCH 11, 2021

In the old days, a customer would pay a large fee for the software upfront, and then a smaller maintenance fee for years to come. Fast forward to 2021, and many SaaS and similar products don’t really charge upfront fees: 50% of Zoom customers pay monthly. ServiceNow does primarily 3 year, $1M+ contracts , for example.

Contract 82

Contract B2C Construction Price 82

Martech

JANUARY 26, 2024

Focusing deeply on the customers you serve. Satisfied customers don’t just come for more, they’ll spread the word about you. This is where an ideal customer profile (ICP) comes in. An ICP identifies your best-fit target customers that you can serve exceptionally well. Short-term contracts.

B2B 116

B2B Customers Appointment Objectives and Key Results 116

Martech

APRIL 25, 2024

This can change many things, including price, customer service, contract enforcement and more. Your legal team should review existing contracts to see if it has any “in the case of being purchased” clauses. Find out what happens to service-level agreements (SLAs), pricing terms and licensing agreements.

Contract 71

Contract Legal Price Technology 71

Heinz Marketing

JUNE 21, 2023

In this bumpy landscape, holding onto your customers isn’t just a goal – it’s a survival tactic. From the rapid pace of technology to unexpected events like the pandemic, the challenge of customer retention is real and it’s tough. This doesn’t mean bombarding your customers with sales pitches or generic emails.

B2B 102

B2B Customers Contract Service 102

Sales Hacker

MARCH 28, 2023

Your ideal customer profile (ICP). Keep reading for an in-depth guide on creating your ideal customer profile, including an ideal customer profile template, how to identify your ideal customer, and a simple three-step process for creating an ideal customer profile. What is an ideal customer profile (ICP)?

Customers 107

Customers Contract Up-sell Territory 107

PandaDoc

APRIL 17, 2024

Well, are you a SaaS company or an organization that deals with yearly or multiyear subscriptions and/or contracts? Key takeaways ACV stands for “annual contract value.” It’s a metric that tells you about the yearly revenue generated by individual contracts. It goes hand-in-hand with total contract value (TCV).

Contract 52

Contract Non-Profits Legal Clients 52

PandaDoc

AUGUST 26, 2020

Whatever sector you’re in, in order to succeed you need to offer a combination of excellent customer service , high-quality products, and genuine value for money. Namely that keeping your customers sweet is, above all else, the name of the game. Why customer service matters.

Service 59

Service Customers Clients Contract 59

Search Engine Land

APRIL 24, 2024

Consider laser-focusing on the customers ready to buy from you right now – your competitor’s unhappiest clients. This article reveals actionable strategies to identify and target three key groups through search campaigns: Customers actively looking to switch providers. Customers trying to cancel services.

Legal 91

Legal Contract Gambling Lead generation 91

Martech

OCTOBER 11, 2021

“Customers will know that they can rely on us when things go wrong and that could be a deciding factor in them deciding to stay with us rather than go elsewhere.” ” We were talking to Gemma Cipriani-Espineira about the reason she re-branded her support team as the department of Customer Love.

Customers 88

Customers Account management Real Estate Contract 88

Sales Hacker

FEBRUARY 1, 2021

While the link between retaining customers and profitability is pretty well understood, most companies still approach customer retention with piecemeal initiatives. When customers say: “ We are not getting the outcomes we expected ”. “ Too often contract cancellation (or non-renewal) comes as a surprise, but it never should.

Customers 73

Customers Contract Cross-sell Account management 73

Martech

APRIL 7, 2023

Customer indecision is now a leading reason for missing B2B marketing and sales pipeline and revenue targets. But new research uncovers customer indecision, not customer indifference, is a major roadblock costing companies millions of dollars in new revenue. why change now) and then focus on customer indecision (i.e.,

B2B 110

B2B Customers GTM Pipeline 110

SaaStr

DECEMBER 25, 2022

Dear SaaStr: When Is It Worth Enforcing an Autorenewal Clause if the Customer Doesn’t Want to Pay? You really don’t want to have to go back to a customer for an affirmative renewal every year unless you have to. But you don’t want to ever threaten to sue a customer, or get into an uncomfortable position. Just turn it off.

Contract 85

Contract Customers Service Process 85

Heinz Marketing

MAY 20, 2022

While the idea of customer success as a profit center is not new, it is regaining momentum and overtaking new logo acquisition as the main strategy for B2B revenue growth. Our clientele often come to us for help gaining new customers. Customer Marketing. Customer Marketing. Customer Success. Account Management.

Cross-sell 109

Cross-sell Customers Growth Contract 109

Partners in Excellence

DECEMBER 23, 2022

The lack of knowledge about things that seem so basic to engaging our customers in business relevant conversations is shocking. One very talented Regional VP shared that as he is conducting reviews with his people, he asks a couple of simple questions, “How does this customer make money? The challenges they have in doing this.

Customers 62

Customers Territory Manufacturing Contract 62

Martech

OCTOBER 19, 2023

While businesses value the synergy between marketing, sales and product teams in theory, they often struggle to create a cohesive atmosphere and deliver seamless customer experiences in practice. Customer acquisition cost (САС). Customer lifetime value (LTV). New revenue.

Product 125

Product Contract Drivers/motivators SQL 125

SalesPop

MARCH 20, 2022

In this Expert Insight Interview, Brent Keltner discusses how to transition elegantly from sales to customer success and develop that as a continuum. This Expert Insight Interview discusses: How customer success has changed in the subscription-based economy. Why organizations must work hard to make the customer experience seamless.

Customers 98

Customers Contract Sales Account management 98

SaaStr

JUNE 12, 2021

Since the dawn of the age of the subscription, forcing people to keep paying to use some small part of a web service has been a common strategy. If a customer churns, what about embedded assets? What about all the hours they put into creating those assets? These strategies can sort of keep a customer from nominally churning.

Customers 114

Customers Contract Service Process 114

SaaStr

APRIL 7, 2020

Its your existing customers. So even if other parts of your engine are struggling a bit, here are 14 basic things you can do right now to be more customer-centric: Launching new features that matter every quarter — that they don’t have to pay more for. A named Customer Support Manager they can talk to. No rip-off contracts.

Customers 93

Customers Contract Price Engineering 93

PandaDoc

APRIL 8, 2024

Their cross-functional expertise enables them to create proposals tailored to customers’ needs. A deal desk identifies upsell and cross-sell opportunities for existing customers by analyzing past deals and current contracts, and tracking renewal dates. How might global or geopolitical events impact service delivery?

Negotiate 52

Negotiate Cross-sell Contract Legal 52

Heinz Marketing

APRIL 20, 2023

Purchase intention (or buyer intent) is a measure of each shopper’s propensity to buy a product or service. Intent data is the dataset that provides insight into the customer’s journey. This data can illuminate when the prospect is actively considering purchasing your product/service.

B2B 59

B2B Customers Education Contract 59

SaaStr

MAY 18, 2019

As a start-up especially, you have few recourses if a customer doesn’t pay: You can turn off their service. Shutting off a mission-critical service for any reason other than true account termination is brutal on the customer, and thus, the customer relationship. But some customers still just ignore them.

Contract 53

Contract Service Start-ups Customers 53

Martech

MARCH 5, 2024

My contract is ending soon, and the flier invited me to set up an appointment to speak with a sales representative over the phone to find a new package to switch to before my promotional pricing ends. A significant source of friction is a customer going to a store or reaching out via a call or chat to speak with a representative.

Meeting 94

Meeting Represent Contract UX 94

Salesforce

SEPTEMBER 26, 2023

You’ve done your customer research, made prospecting calls, and connected with a potential buyer. Sail to close in record time Use our Sales Engagement tool to jump on hot leads fast with ready-to-go email templates, AI-generated customer insights, and recommendations for next deal actions. Maybe they’ve even agreed to watch a demo.

Contract 119

Contract Negotiate Follow-up Contact 119

Salesforce

JUNE 15, 2022

Wow your customers wherever they are. With Salesforce’s NFT Cloud pilot, businesses can create deeper loyalty with customers and their community while setting up secure marketplaces. For example, NFTs contain smart contracts that govern their use and can be set to execute at a certain point. Explore NFT Cloud.

Customers 98

Customers Intrinsic Contract Represent 98

SaaStr

FEBRUARY 28, 2022

Q: Where do you draw the line when companies ask for customization for a SaaS product? One-off customization per se is bad. This is SaaS, not a services business. Another customer that wants this exact, important feature too. There’s always another big company just like the one you just closed as a customer.

B2C 96

B2C Customers Contract Gaming 96