SaaStr

JANUARY 12, 2024

Now, in 2024, we’re in the age of efficiencies, and we’re rethinking whether we should put more people on it or tolerate more churn and issues because we want to be cash flow positive. Of course, this can go too far sometimes if you push the customer and sales team, and customers don’t get value, they’ll churn.

Sales Hiring 250

Sales Hiring Customer Success Scale AI 250

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter. 5 Ways to Reduce Churn by Delivering a Consistent Customer Experience.

Sales Hiring 98

Sales Hiring Scale Technical Review Software Review 98

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

Technical Review 64

Technical Review Software Review Churn Customer Success 64

Totango

JANUARY 3, 2024

We’re proud to have dedicated 13 years to cultivating best practices and expertise in the customer success software category. We also developed nine new integrations across multiple categories, including product analytics , revenue intelligence, email, and calendar tools , as well as two new partnerships with ESG and Higher Logic.

Software Review 111

Software Review Scale Customer Success Innovation 111

User Pilot

FEBRUARY 7, 2020

Because it improves customer retention and reduces churn. found that a mere 5% reduction in churn can lead to a profit increase of 25-125%. One of the biggest reasons that customers churn is that they don’t know how to use your product. You need to look out for a specific feature or event that churned customers never completed.

Education 59

Education Churn SaaS Onboarding 59

SaaStr

JANUARY 17, 2021

In practice, high churn is the only thing. Put NPS and CSAT and churn in every weekly and monthly email. Because churn will be higher than average. Worst case, you’ll never really truly benefit from net negative churn. In theory, many things can kill a SaaS startup after $4m-$5m ARR. It’s not that hard.

SaaS 363

SaaS Venture Capital Churn Branding 363

SaaStr

JULY 24, 2023

Churn didn’t go up much at all, and the customer base absorbed the price increases. And while there are other options than Toast, Toast is clearly #1 in its category. On the start-up side, last year most of you said in fact you were planning to raise prices in 2023 — and you did ? But it can’t last forever.

Pricing 211

Pricing Software Review Churn SaaS 211

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category.

Software Review 108

Software Review Technical Review User Experience Enterprise 108

SaaStr

NOVEMBER 17, 2020

If you get even 10 paying customers in your first 90 days in market, and they don't churn … You have something. Maybe you were on TechCrunch or Mashable or PandoDaily or some blog, great. Never, ever quit then. Even if you have no money. Even if the team isn't sure. Even if the competition is fierce. Something valued.

SaaS 323

SaaS Churn Engineering Management 323

SaaStr

AUGUST 30, 2023

Instead of trying to use a clunky, forms-based search box, you can now have a conversation with Monty to discover the best app, even if you don’t know the best category (there are over 2,000 on G2). People can communicate as humans do, and AI uses those words and matches them to a business problem regardless of category.

AI Search 201

AI Search AI ChatGPT Software Review 201

SaaStr

FEBRUARY 9, 2024

New hires in your GTM team will usually fall within one of four categories: Distribution Revenue Storytelling or messaging Some form of operations Most of the time, it’s distribution or revenue, qualify people as in or out for those two areas. There are usually too many CSMs and not enough implementation hires.

Scale 265

Scale Sales Hiring Sales Marketing 265

SaaStr

MARCH 22, 2023

The RPA category promises cost savings, and it seems to be resonating today. While UiPath isn’t immune to macro issues and more CFO scrutiny, one thing they aren’t seeing is higher downgrades, churn, cancellations. While UiPath continues to invest aggressively in product and engineering, it’s cut back on everything else.

Scale 244

Scale Cloud Scaling Churn 244

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We’ve published +60 posts on a variety of Customer Success related topics like customer churn, product adoption, customer journeys and more. We even got a shout out from HubSpot as a top blog you should be reading in 2018. Churn Monster: Slacker Customer.

Technical Review 49

Technical Review Artificial Intelligence Social Media Churn 49

SaaStr

MARCH 2, 2022

Category creation takes persistence and patience. It is vital to understand why you are launching a category creation initiative. Disrupting existing categories can be difficult, so you need to be intentional with your strategy. Do not try to create a category because it’s trendy. Do not be afraid to pivot.

Outsourcing Services 210

Outsourcing Services Scale Outsourced Development Marketing 210

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Customer retention software is an app that promotes SaaS subscription renewals and reduces churn rates.

Payment Solutions 98

Payment Solutions Payment Methods Retention Software Review 98

Totango

NOVEMBER 8, 2023

By integrating real-time product usage data like pageviews, clicks, and more into Totango’s 360-degree account profile, businesses can more accurately analyze and understand the health of their customers, giving CS teams the insight needed to drive expansion opportunities and reduce churn , ultimately leading to an increase in net revenue retention.

Data 91

Data Finance Enterprise Interviewing 91

SaaStr

DECEMBER 27, 2020

New Relic’s net negative churn / net dollar retention has dropped to 98% in the last quarter, despite a record 77% of revenue being from the enterprise. Do whatever you can to drive up NRR / net negative churn. And in staying in the “high growth” category. This is a big take-away.

Scale 304

Scale Outsourced Development SMB Cloud 304

SaaStr

APRIL 25, 2021

Identify different customer profiles that would be ideal candidates for the market category. Customer needs fill two general categories: the “now” needs and the “future” needs. Now Needs: This category encompasses urgent, immediate fixes. Use the Double Diamond method as a model to create a category-defining experience.

Development 172

Development Innovation Company Culture Consulting 172

SaaStr

FEBRUARY 10, 2022

There’s no longer a whole market churning through this tidal wave of partially-baked technologies that are looking for some semblance of competitive advantage. Awareness : In the early days, we met developers where they lived: blogs, social media, GitHub, et cetera. But what steps do they take to reach escape velocity?

Cloud 198

Cloud Venture Capital Social Media Technology 198

Totango

NOVEMBER 27, 2023

Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey. Those insights empower CS teams to proactively deliver maximum value to customers, reduce churn risks, uncover accounts with high and low engagement, and maximize growth through expansion revenue. Customer health.

Trends 91

Trends Customer Success Machine Learning Artificial Intelligence 91

SaaStr

JULY 25, 2023

The SaaS Awards : The SaaS Awards is an annual awards program recognizing excellence and innovation in SaaS products and services across various categories. Customer Success Managers : Professionals focused on customer success, onboarding, and support can learn how to enhance customer satisfaction and reduce churn.

ChatGPT 226

ChatGPT AWS SaaS CTO 226

Neil Patel

APRIL 28, 2021

This is done through four main categories: Marketing: For Shopify users in need of a more defined audience , streamlined campaigns, or optimized content, Shopify Marketers can offer their services to help Shopify users increase their reach and employ better marketing strategies. Churn Rate. How do you calculate churn rate?

Merchant Services 110

Merchant Services Payment Methods Payments Payment Services 110

ChurnZero

MAY 6, 2022

Category creators face more challenges in B2B. “I Not all churn is bad. “At We’re going to churn through them. But if five years into it, you’re still churning hard, you have a problem.” Find out what’s behind this trend in our blog, “ Where is Customer Success headed in 2022? That’s easier to do in B2C.

Retention 98

Retention Revenue Entrepreneurship B2C 98

SaaStr

APRIL 13, 2023

So one of my favorite categories to track and analyze in SaaS is project management. A reminder that even when downgrades creep up along with churn in somewhat tougher times, NRR can still stay top-tier. Diversity of vendors and customers. While growth has slowed a bit, NRR hasn’t come down all that much.

SMB 241

SMB Outsourced Development Enterprise Scale 241

SaaStr

AUGUST 7, 2020

The best sales teams scale together, with low churn and ideally close to zero churn in management and top performers. But sales reps almost more than any other category of hires are looking for signals of where to go, from a lot of noise. They have low attrition. Turning over a sales team is very hard on the organization.

Sales Hiring 323

Sales Hiring Scale Sales Recruiting Compensation 323

Neil Patel

JULY 29, 2021

Think about it: They went to Google and typed in something specific to end up on your blog post. Brian Harris of Video Fruit is seeing a 20-30 percent opt-in rate from blog posts where he links not one, not two, but three times to his lead magnet. Sometimes your site already has this done if you included categories in your URL string.

Software Review 145

Software Review Technical Review Trends Interviewing 145

ChurnZero

OCTOBER 5, 2022

This is a guest blog contributed by Emily Ryan, chief client officer at Valuize , a B2B consulting company that helps industry-leading technology organizations supercharge their customer lifecycle to drive best-in-class net dollar retention. Test those factors to see if they reveal the outcome you’re trying to glean, such as churn.

Underperforming Technical Team 94

Underperforming Technical Team Payment Services Payment Methods Scale 94

SaaStr

AUGUST 28, 2022

They churn at the highest rate. We finally have it, because with SaaStr Annual taking place … well, only annually … the data takes rather a while to get: Of the 37 Bronzes Sponsors in 2020 and 2021, only 9 renewed, our lowest renewal rate of all categories, by far. It’s something at SaaStr I generally strongly recommend against.

Scale 245

Scale Sales Hiring Pricing Churn 245

User Pilot

JUNE 20, 2023

Ordinal data Also called ranking data, ordinal data are used to group variables into ordered categories. For instance, you can build a churn survey in the cancellation flow so that it’s automatically triggered when a user clicks the subscription cancellation button. The bad user experience can even cause churn.

Data 76

Data Scale User Experience Underperforming Technical Team 76

Totango

SEPTEMBER 22, 2023

We partner with expert vendors across categories in order to support our vision that customer success requires superior alignment across the C-suite to drive business outcomes and customer value.”

Enterprise 113

Enterprise Revenue Scale Innovation 113

Baremetrics

AUGUST 1, 2021

Plus, the use of a variety of value-driven and clearly-demarcated content categories (think: video, case studies, general SEO blogs, etc.) This entails conducting extensive research, getting to know your customers, developing customer profiles, and then targeting each category differently. makes it well worth the read.

Acquisition 98

Acquisition Strategy SaaS Underperforming Technical Team 98

Baremetrics

OCTOBER 9, 2021

Some clients are destined to churn. But what happens if your churn rate is significantly higher than what your direct competitors are benchmarking? Baremetrics measures churn, LTV, MRR, and many other metrics to help you determine exactly who your most valuable customers are, so you can formulate a plan on how to retain them.

Retention 114

Retention Underperforming Technical Team Churn Acquisition 114

User Pilot

FEBRUARY 10, 2023

Predict churn before it happens with customer intelligence. Customer intelligence data also helps you notice at-risk customers who are inactive or unhappy and are likely to churn. Predict churn and build effective customer relationships. Churn happens when an unsatisfied customer cancels their account.

SaaS Payments 93

SaaS Payments Payment Methods Payment Solutions Payment Services 93

SaaStr

DECEMBER 1, 2021

Software is becoming a reflection of our everyday lives, with many of the highest-traffic categories in video conferencing, cryptocurrency mining, marketing automation, and project management software. You’ll also want to monitor churn risk closely. Look for signs of churn and have a strategy in place to fight the trend.

Software Review 244

Software Review SMB Enterprise Software 244

User Pilot

MARCH 17, 2024

You can track essential metrics across all digital channels, like blogging and email marketing , and check how multiple channels perform together. It helps you make data-driven decisions to boost engagement, increase conversion, and reduce churn. Detractors give a score of 6 or below and are the most likely to churn.

Social Media 85

Social Media Data SaaS Scale 85

Baremetrics

OCTOBER 12, 2021

You can segment your trial customers based on different categories and easily monitor the customers with the highest conversion potential. Inbound leads fall under three different categories depending on the intent discerned from their level of engagement. Contrary to blog posts, gated content is locked. Table of Contents.

Payment Methods 98

Payment Methods SaaS Payments Payment Services Sales Hiring 98

SaaStr

DECEMBER 5, 2022

Your customers fall into one of two categories: advocates who love your product or critics who write bad reviews about your product. Feedback collection is the focus here to prevent future churn. Some customer churn is unavoidable. In SaaS, retention is usually driven by recurring revenue, cross-selling, and up-selling.

Payments 130

Payments SaaS Payments Payment Solutions Venture Capital 130