Jonathan Klein

Tech Companies: How to Be World-Class at Up-Selling and Cross-Selling

Cross-selling and Up-selling Drive Growth For technology companies, excellence in cross and upselling is vital. While the average SaaS company realizes 15% ARR growth from cross- and up-selling, the Top 10% achieved nearly triple that level (41%) while the Bottom 10% got nearly none at...

What Drives B2B Customer Attrition? Nearly Half are Strategic Controllable Issues

For good reason, customer retention is a critical metric for subscription-model businesses. When subscription businesses lose customers, they lose those customers’ entire future revenue streams. Usually, businesses blame attrition on operational issues, including: Product quality problems A poor onboarding experience Account management deficiencies Lousy support…

Tech Companies: Beware of the NPS Blind Spot

Imagine that your company’s technology is loved by customers, considered ‘best of breed’ in the industry, and has a steady NPS, comfortably in the 20s, 30s or 40s. Now imagine that in the midst of this success, some of your longest standing accounts begin...

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