ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . You and I both know how awful it feels to have someone disregard what we say and focus on their end goal instead. They saw a 60% drop in support tickets and prevented nearly 22% of their customers from churning. This is shocking.

Retention 97

Retention Strategy Underperforming Technical Team Software Review 97

SaaStr

JUNE 3, 2020

And then I spent a year at Salesforce working on Marc Benioff’s extended leadership team, and really had a chance to learn how important trust can be, and also really learn from Salesforce, from Mark, how do you really build a global SaaS leader at scale? And so we will have additional churn challenges across SaaS.

Software Review 173

Software Review Scale Technical Review SaaS 173

SaaStr

APRIL 24, 2020

How does John think about the role of leadership in a crisis such as this? Where does John believe many leadership teams go wrong in times such as this? How can leadership teams ensure that a crisis is not self-fulfilling and how can one prevent that mindset? You’ve got executive people who want thought leadership.

Scale 209

Scale Leadership Strategy Technology 209

SaaStr

OCTOBER 31, 2019

It was around that time about 12 years ago that Jeff Bezos launched AWS, and some of you may remember that, when he did this, Wall Street analysts were looking at him and saying, “Why would you take what’s already a very unprofitable business and drive it further into the red by investing in this AWS initiative?”

Cloud 100

Cloud Scale AWS Machine Learning 100

SaaStr

JULY 10, 2020

I’ve held a bunch of technology leadership roles in startups, in rocket ships and turnarounds, including about 10 years at Google, and just over three years leading efforts at Evernote. So over the course of those 20 or so odd years in technology leadership roles. Thank you, Jason and the SaaStr community, for including me.

Scale 178

Scale Sales Hiring Pricing Sales Recruiting 178

SmartKarrot

NOVEMBER 18, 2020

Drive customer success outcomes by focusing on improving an already high retention rate, with less than 5% churn per year. Improve platform and services adoption rate and minimize customer and revenue churn. Collaborate as part of the global customer success leadership team to align and solve bottlenecks in a scalable way.

Merchant Services 10

Merchant Services Technical Advisors Customer Success Payment Services 10

SaaStr

DECEMBER 13, 2019

And what that has resulted in is that you have CIOs and their leadership teams are basically involved in architecting systems across the company and what those basically mean. And does it fundamentally prevent churn? Prevent churn or add ARR. Harry Stebbings: What are you expecting from AWS this year?

Technical Advisors 153

Technical Advisors Scale Technical Review Payment Solutions 153

SaaStr

JANUARY 28, 2020

And I remember being at that Dreamforce in 2009, which was awful. The SMBs during the recession churned at a massive rate, right? Our monthly self-service churn went from like 3% to like 9%, right? And churn got higher than the SMEs, but we all came out of this recession saying, “We kept all of our logos.”

Sales Hiring 199

Sales Hiring Scale Underperforming Technical Team Sales Recruiting 199

OpenView Labs

MAY 20, 2019

That’s certainly true in developer tooling (AWS), sales and support (Salesforce), MarTech (Adobe), commerce (Square), HR tech (Workday) and even vertical markets (Veeva). We’re seeing three drivers of lower lifetime value: feature commoditization, less pricing power (price wars), and worsening churn. Now it’s table stakes.

Scale 70

Scale Startup Technical Review Software Review 70

Intercom, Inc.

OCTOBER 1, 2020

But you need to make sure that you’re aligned with the sales leadership. If you look back over the years, we’ve developed around pulling in feedback from customers, pulling in feedback from prospective customers, things like surveys, NPS, churn, “What happened there? This will really matter long-term.

VP of Engineering 165

VP of Engineering Sales Hiring Underperforming Technical Team Engineering 165

Intercom, Inc.

OCTOBER 1, 2020

But you need to make sure that you’re aligned with the sales leadership. If you look back over the years, we’ve developed around pulling in feedback from customers, pulling in feedback from prospective customers, things like surveys, NPS, churn, “What happened there? This will really matter long-term.

VP of Engineering 165

VP of Engineering Sales Hiring Underperforming Technical Team Engineering 165

SaaStr

SEPTEMBER 13, 2020

We’ve all seen AWS and what they’ve done with their platform. If you divide that by the gross margin, how many customers you get into Period Four, you can start to figure out against your churn, how many months, gross margin effected, does it take for you to turn that newly acquired customer into a profitable customer?

Sales Hiring 152

Sales Hiring Scale Payments Cloud 152

OpenView Labs

MAY 20, 2019

That’s certainly true in developer tooling (AWS), sales and support (Salesforce), MarTech (Adobe), commerce (Square), HR tech (Workday) and even vertical markets (Veeva). We’re seeing three drivers of lower lifetime value: feature commoditization, less pricing power (price wars), and worsening churn. Now it’s table stakes.

Scale 51

Scale Startup Technical Review Software Review 51

SaaStr

OCTOBER 15, 2019

.: When you start selling to companies who are spending $100,000 or a million a year on you, you can’t just ignore their suggestions because if someone who’s paying you a hundred grand, churns going to hurt a lot more than someone who pays you $1,000 if they churn. They gave a presentation to their boss.

Underperforming Technical Team 147

Underperforming Technical Team Sales Hiring compliance SMB 147

OpenView Labs

MAY 20, 2019

That’s certainly true in developer tooling (AWS), sales and support (Salesforce), MarTech (Adobe), commerce (Square), HR tech (Workday) and even vertical markets (Veeva). We’re seeing three drivers of lower lifetime value: feature commoditization, less pricing power (price wars), and worsening churn. Now it’s table stakes.

Scale 40

Scale Startup Technical Review Software Review 40

SmartKarrot

JUNE 30, 2022

Do not modify anything if the churn is not alarmingly high and no urgent adjustments are required. However, the core business can swiftly deteriorate if the leadership team permits itself to become sidetracked. It is crucial to start by getting to know your new customer success team.

Acquisition 10

Acquisition Customer Success Technical Review Underperforming Technical Team 10

Sylvia Ng

FEBRUARY 17, 2016

Work across the stack: mostly Python/Flask, PostgreSQL, JavaScript (React/JQuery/Backbone) and working with AWS. Meet performance goals through user acquisition, improving conversion rate and reducing churn rate. Be a key decision maker and work very closely with leadership. JOB REQUIREMENTS – BUILD. Share your learnings.

Engineering 74

Engineering Growth Hacking Scale Social Media 74

ProfitWell

SEPTEMBER 25, 2019

One of the most famous lines from Citizen Kane is, “It's no trick to make an awful lot of money, if that's all you want is to do is make a lot of money.” Your method of approach to advertising and marketing: Are you content-marketing oriented, hoping to establish your market presence with elite thought leadership and crack SEO?

Payments 40

Payments Revenue Payment Methods SaaS Payments 40