SaaStr

JANUARY 11, 2021

Q: How can we estimate the lifetime value of a customer when the product is still in the early days? You need to know 2 things to calculate lifetime value: Value per year/month /another period of your average customer; and. The expected lifetime of that customer. Look at comparables.

Customer Lifetime Value 184

Customer Lifetime Value Cloud Metrics SaaS 184

SaaStr

JUNE 11, 2020

Q: What is customer lifetime value, and why is it important? CLTV is critical (of course), but it has become less useful as a planning tool over time in SaaS. In the early days of SaaS, we all focused on Customer Lifetime Value. You do need to know how long your customers last.

Metrics 197

Metrics Customer Lifetime Value B2C B2B 197

SaaStr

FEBRUARY 9, 2024

Before joining Zapier, Giancarlo was at Atlassian as a technical sales lead before moving to DropBox as a Senior Director of Growth and Monetization, and was CMO at Confluent – so he has a wealth of knowledge from Zapier’s Go-To-Market history as well as these successful SaaS companies to pull from. At the same time?

Scale 252

Scale Sales Hiring Sales Marketing 252

User Pilot

FEBRUARY 26, 2024

What is marketing funnel analysis? TL;DR Marketing funnel analysis is the process of evaluating how customers progress from the moment they learn about your product til they convert to paid accounts , and beyond. It also helps them seal any leaks in the funnel resulting in the loss of potential customers. Book the demo!

Marketing 97

Marketing Sales Funnel Forecasting Customer Lifetime Value 97

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments. Most expect to see CS emerging as a growth engine.

Customer Success 94

Customer Success Generative AI AI Scale 94

SaaStr

FEBRUARY 15, 2022

In SaaS, there are a lot of great “rules” that do make sense overall but can be confusing or borderline misleading at times. And even in the enterprise, losing one big customer can swamp you here in the early days. What most matters is that churn is going down , rather than the core absolute value, IMHO.

Scale 241

Scale Customer Success Sales Hiring Scaling 241

SaaStr

APRIL 10, 2023

B2B SaaS companies often aim to land large enterprise clients that can bring with them long relationships and large deals. However, what many businesses may overlook is the startup segment. Often, startups are lumped in with small businesses, yet this approach fails to recognize what motivates and attracts these early-stage companies.

Startup 197

Startup Scale SMB Venture Capital 197

User Pilot

AUGUST 9, 2023

Wondering how to calculate customer retention rate and why? It’s important to measure the customer retention rate to see how well your product retains customers and to monitor any changes to try and improve it. TL;DR Customer retention rate measures the percentage of customers a company keeps over a specific timeframe.

Retention 97

Retention Customer Lifetime Value Churn Metrics 97

User Pilot

DECEMBER 19, 2023

Managing customer accounts is a pretty tough job, but you know what’s even tougher? SaaS account management. With the emergence of software-as-a-service (SaaS) companies, the role of account managers has also evolved – and gotten harder. Personalizing customer workflows according to their needs.

SaaS Payments 88

SaaS Payments Management Customer Lifetime Value SaaS 88

User Pilot

JULY 17, 2023

Do you want to learn how to use data analytics to improve customer experience? Many SaaS founders agree that customer insights are a key driver of product growth. After all, analyzing customer data can help you identify areas to improve upon and anticipate customer behaviors. Make data-driven decisions.

Data 97

Data Customer Lifetime Value Retention Churn 97

User Pilot

JULY 13, 2023

Growth is the lifeblood of any company, and it is paramount for any SaaS company. The important metrics you should use to measure the growth of a company are: Customer acquisition cost (CAC) assesses the average cost to acquire new customers and evaluates the efficiency of sales and marketing efforts.

Metrics 93

Metrics Customer Lifetime Value Benchmarks Churn 93

User Pilot

MARCH 6, 2024

How do you create a robust product funnel for your SaaS? TL;DR The product funnel is a framework outlining the stages of the customer journey , starting from its discovery and ideally leading to customer loyalty and advocacy. To find and remove friction points from the customer journey, conduct funnel analysis.

Social Media 90

Social Media Sales Funnel Acquisition Retention 90

User Pilot

JANUARY 19, 2023

Looking to improve your retention rates by reducing customer retention costs? Retaining a customer may not always be less expensive than acquiring a new one. In this article, we’ll explore customer retention costs. You will also learn how to calculate and reduce them so you can drive more profit for your SaaS business.

Retention 95

Retention Customer Lifetime Value Onboarding Acquisition 95

User Pilot

JULY 31, 2023

Everybody in SaaS knows it’s relatively easy to attract users. The big deal is turning them into paying customers who keep renewing their subscriptions long-term. This article will show you practical strategies to crack the customer retention code and maintain sustainable recurring revenue. What is retention marketing?

Retention 95

Retention Strategy Marketing SaaS 95

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

B2B 115

B2B Payment Methods Payments SaaS Payments 115

User Pilot

NOVEMBER 2, 2023

You will also learn how to choose the right growth strategy for your SaaS and how to leverage marketing-led growth to achieve your business goals. In contrast, the product-led growth model leverages inherent product virality and its value to drive customer acquisitions and retention. What is marketing-led growth?

Strategy 97

Strategy Marketing Social Media AI Search 97

User Pilot

NOVEMBER 5, 2023

Wondering how to scale customer success in SaaS and drive product growth ? If you’re a leading SaaS company, you know that growth is directly tied to helping customers achieve their desired outcomes. An effective customer success team can, thus, drive revenue growth, reduce churn, and increase customer satisfaction.

Scale 93

Scale Customer Success Scaling SaaS 93

Subscription Flow

MARCH 1, 2024

Imagine a situation where each prospective client that visits your website receives a seamless checkout experience, resulting in a rise in conversions and satisfied customers. A payment gateway is not just an essential component that connects customers’ bank accounts to your merchant platform—it is more than a service.

Payment Services 95

Payment Services Payments Payment Methods Merchant Services 95

User Pilot

AUGUST 10, 2023

Are you trying to find your business’s average customer acquisition cost? In today’s competitive landscape, acquiring new customers is essential to any successful business’s or product’s growth. TL;DR Customer acquisition cost (CAC) measures the total sales and marketing expenses for acquiring new customers.

Acquisition 79

Acquisition Benchmarks Customer Lifetime Value B2B 79

User Pilot

MAY 31, 2023

Not sure how to measure product adoption or what metrics to track? Product adoption is key to creating loyal users for your SaaS and it’s important to track it regularly. TL;DR Product adoption refers to the process by which customers integrate a new product into their daily lives or business operations.

Metrics 91

Metrics Customer Lifetime Value Churn Retention 91

User Pilot

JANUARY 19, 2023

You need to have a solid understanding of key quantitative metrics if you want to focus on and improve essential aspects of SaaS businesses like success measurement and customer retention. Quantitative metrics help SaaS companies measure key performance indicators (KPIs) , improve customer satisfaction , and boost revenue.

Metrics 97

Metrics Customer Lifetime Value Retention Onboarding 97

User Pilot

JULY 30, 2023

Customer retention vs acquisition cost: Which metric matters more? While it’s important to acquire new customers for growth, retaining existing customers is imperative to ensure long-term success. So let’s see when you should prioritize one metric over the other and how you can boost your customer retention rates.

Acquisition 89

Acquisition Retention Customer Lifetime Value User Experience 89

User Pilot

APRIL 23, 2023

Do you know which product health metrics to track to achieve long-term success for your SaaS business? Tracking these metrics helps you gain growth insights, track user engagement , and measure customer satisfaction. Customer acquisition cost estimates the cost of acquiring a new customer to optimize customer marketing efforts.

Metrics 84

Metrics Customer Lifetime Value SaaS Scale 84

User Pilot

OCTOBER 29, 2023

What’s the willingness to pay? TL;DR Willingness to pay (WTP) is the maximum amount that customers are ready to pay for a product, while willingness to accept (WTA) is the minimum amount that would satisfy a seller. WTP helps SaaS companies choose optimum prices for their products to maximize profit.

SaaS 100

SaaS Interviewing Pricing Market Research 100

User Pilot

JANUARY 8, 2024

With the right customer acquisition strategies, you can convert potential customers to paying users and set the stage for turning them into long-term loyal users. In-app strategies for converting free or trial users to paying customers. In-app strategies for converting free or trial users to paying customers.

Acquisition 103

Acquisition Strategy Social Media Underperforming Technical Team 103

User Pilot

JULY 27, 2023

Are you a results-driven product manager looking for the best product retention strategies for SaaS growth? In this article, we’re going to do a deep dive into a whopping 16 different strategies you can draw from to boost customer retention and increase loyalty. Launching customer retention programs that reward loyal customers.

Retention 83

Retention Strategy Management Churn 83

Subscription Flow

DECEMBER 20, 2023

Navigating the bustling SaaS landscape without a reliable CRM system is similar to one being like a child who is attempting to learn a skill without the helpful guidance of a teacher. In short, these days, it is not just about keeping track of customer interactions. What are the Benefits of SaaS CRM?

Payment Solutions 59

Payment Solutions Payment Services Payments SaaS Payments 59

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

Engagement 96

Engagement Strategy SaaS Scale 96

User Pilot

JANUARY 30, 2023

This article features all the nooks and crannies that will help you learn how to analyse the customer journey using behavioral analytics. It delves into the process of collecting customer behavioral data for SaaS and explores real-life examples of how to act on all the data. What is customer behavior analytics?

Customer Lifetime Value 94

Customer Lifetime Value Software Review Retention Churn 94

User Pilot

JUNE 2, 2023

By regularly tracking them, you can improve your in-app experience and drive higher feature adoption —which translates to more retention and customer loyalty. TL;DR Product adoption occurs when new users understand the value of your product and begin using it as intended. What is product adoption? What is product adoption?

Metrics 87

Metrics Customer Lifetime Value Churn Onboarding 87

User Pilot

FEBRUARY 10, 2022

Wondering how you can improve the product adoption rate of your SaaS business? As users adopt more and more features down their journey and continue getting value from them, they become loyal and profitable customers. What is product adoption in SaaS? What is product adoption in SaaS?

Customer Lifetime Value 97

Customer Lifetime Value SaaS Underperforming Technical Team Software Review 97

Blulogix

JANUARY 16, 2024

To cater to the varied requirements of different businesses and their customers, usage-based pricing has become an increasingly popular and effective strategy. Cost Savings for Customers: Customers benefit from cost savings, especially during periods of lower usage.

Pricing 52

Pricing Scale Telecommunications Subscription 52

User Pilot

JUNE 5, 2023

The SaaS conversion funnel adapts the traditional marketing funnel to the unique B2B SaaS environment. The SaaS funnel was designed to help SaaS business owners navigate the tricky world of a high-churn, often oversaturated B2B market. What is a conversion funnel? SaaS Conversion Funnel.

SaaS 78

SaaS Sales Funnel Customer Lifetime Value Acquisition 78

User Pilot

APRIL 11, 2023

Understanding the average customer retention rate for your industry is critical to determining the health of your business. It tells you whether your customer retention rate is too low or just good enough. If customers are the lifeblood of any business, then customer retention is the glue that holds it all together.

Retention 97

Retention Automotive SaaS Customer Lifetime Value 97

User Pilot

APRIL 18, 2023

In SaaS, customer success is needed to ensure that your customers achieve their desired outcomes with your product and become loyal advocates for your brand. But how do you create a customer success strategy that works? And what are some of the best practices and examples across the customer journey?

Customer Success 96

Customer Success Strategy Customer Lifetime Value SaaS 96

User Pilot

DECEMBER 10, 2023

Are you a product-led or sales-led kind of SaaS? TL;DR Product-led growth (PLG) uses product usage as the main driver of customer acquisition and account expansion. However, it’s not ideal for complex products or enterprise clients where customers aren’t the end users. What is product-led growth? Let’s dive right in!

Scale 101

Scale Sales Software Review Retention 101

User Pilot

JULY 11, 2023

The internet is flooded with customer experience videos you can watch and, maybe, learn something new or useful for your job. You’d need to spend a lot of time finding good content creators if you just decided to learn about CX and customer engagement. Simon Sinek’s take on the “service” part of customer service.

Technical Review 84

Technical Review Onboarding Mobile Retention 84