Chaotic Flow

APRIL 8, 2014

We are witnessing a dramatic change in the way SaaS businesses are managed. While SaaS financial metrics , such as recurring revenue, acquisition cost, service cost, churn, growth and lifetime value have dramatically increased our understanding of the economics of SaaS businesses, they have proven inadequate for managing them.

Metrics 127

Metrics SaaS Business Customer Success 127

Chaotic Flow

MARCH 25, 2014

My first serious lesson in the criticality of SaaS metrics was about six years ago when I was unexpectedly stumped in a board of directors meeting. At the time, SaaS investors and executives were still getting their heads around the SaaS recurring revenue business model, so there were very few resources to turn to for support.

Metrics 156

Metrics Business SaaS Scale 156

Chaotic Flow

APRIL 22, 2014

Over the past few years, the SaaS community has gained a solid understanding of SaaS financial metrics, as well as many of the operational principles required to achieve them. Attention SaaS CFO’s and VP’s of Customer Success! The promise of customer success metrics is immense. This is about to change.

Customer Success 138

Customer Success Metrics SaaS Churn 138

Chaotic Flow

MAY 6, 2014

As a SaaS business matures, the importance and value of SaaS metrics increase. Most SaaS businesses begin their journey down the SaaS metrics path by tracking recurring revenue in relation to customer acquisition costs. SaaS customer acquisition is merely SaaS prospect success.

Acquisition 149

Acquisition Metrics SaaS Customer Success 149