Copyright © Panaya LTD.

Retention and upsale

in using customer data

Ariel Utnik

VP Customer Success

Facts you must know about the SaaS business

• New customer acquisition costs much more

(X6) than existing customer retention

• Majority of revenue in SaaS companies

comes from existing customers (70-90%)

Facts you must know about the SaaS business

Based on that, are you sure you are doing enough for your customers?

• Do you understand What is the customer status?

• Do you understand How they are using your solution?

• Do you understand why they bought your solution?

• Can you predict what will be your renewal rate?

• Do you know what action you can take to impact the “to

be churn” customers?

• Can you do it in a systematic way?

The data opportunity & challenge…NPS

Support case

Support Survey

Product Usage

Engagement

Training

Availability

Billing data

Demographics

Can you point out the relevant data and events for action?

Can we predict the outcome and influence it in advance?

What is the right action

to convert the customer

to success?

Turning data into actionable knowledge while calculating, analyzing and

predicting individual customers towards increasing renewal rate.

How is upsale connected to retention?

Customer Success Manager is the trusted advisor and shouldn’t sell products or

services

But he…

• Aware of the implementation phase and when is a good time to approach the

customer

• Can identify changes in usage that can be an opportunity (license utilization

etc)

• Mostly aware of customer organizational challenges and what new offering

can address them

• Using implementation of best practices and new methodologies he can drive a

demand of additional products and services

Dos and Don’t…

• Understand your customers and build successful and churn profiles

• When building customer profiles, less is more

• Review and update their profiles – they are not static

• Compare your install base to those profiles and identify the gaps

• Take action !! Do it as close as possible to the event

• Engagement can be calculated only across time, data snapshots without

trends are misleading

• Your health system should be dynamic and evolving

Seven steps to build your own organizational health system and start turning data into actionable knowledge

1.Map your customer organizational data sources

2. Build your successful and churn customer profiles

3. Build your health system

4. Build playbooks

5. Prepare actionable reports

6. Predict expected churn

7. Tune & improve the system

It’s Critical for your

business success

It’s a journey, it continues

to evolve and never ends

Are YOU ready?

Copyright © Panaya LTD.

Thank You