User Pilot

NOVEMBER 27, 2023

Wondering how churn rate vs retention rate are different? Other important metrics related to churn and retention efforts. Ways to analyze churn and improve retention rates based on the data. The churn rate refers to the percentage of customers discontinuing their subscriptions during a given time period.

Churn 91

Churn Retention Benchmarks Customer Lifetime Value 91

SaaStr

AUGUST 20, 2021

There are two great SaaS companies I’m working with right now. What are the differences between these 2 seemingly similar SaaS startups selling to SMBs? The higher the churn, the lower your CAC needs to be to survive. The cash-flow positive one has 130% NRR from SMBs and has several years of existing customers to renew.

Scale 279

Scale Churn Metrics Startup 279

User Pilot

FEBRUARY 26, 2024

Digital product metrics reveal how customers interact with your product. TL;DR Digital product metrics are KPIs that measure customer interactions with your product and their effect on your business. Digital product metrics are indicators that show how customers interact with your product and how they affect your business.

Metrics 99

Metrics Customer Lifetime Value Scale SaaS 99

SaaStr

NOVEMBER 4, 2021

The “Rule of 40” is one of the most commonly cited valuation benchmarks in SaaS for both public and private companies. The SaaS “Rule of 40” has gained popularity due to its simplicity, requiring only two common financial metrics to be added together. What Is The SaaS “Rule of 40”?

SaaS 255

SaaS Technical Review Benchmarks Azure 255

SaaStr

JUNE 17, 2022

The reality is though, in SaaS, especially if you are primarily sales-driven, that’s often gonna be tough. Then, past a certain point, you’ll probably be able to operate cash-flow positive or at least at a fairly low-stress burn rate. Big Customers) in SaaS. That makes debt very accretive in SaaS.

SaaS Payments 261

SaaS Payments Sales Hiring SaaS Payment Services 261

User Pilot

OCTOBER 4, 2023

If you’re trying to figure out how quickly your SaaS business is growing, MRR growth rate is the answer. Net MRR growth rate helps calculate the variation across these factors, so you end up with a clear indicator of your company’s growth. Why should you track the MRR growth rate?

Metrics 100

Metrics Customer Lifetime Value Churn Retention 100

SaaStr

JANUARY 17, 2021

In theory, many things can kill a SaaS startup after $4m-$5m ARR. In theory, many things can stop a SaaS startup after $4m-$5m ARR from getting to $100m. In practice, high churn is the only thing. But what’s going to stop company X from continuing to grow at outlier rates? In practice, quitting is the only thing.

SaaS 363

SaaS Venture Capital Churn Branding 363

User Pilot

JULY 18, 2023

Tracking your customer churn rate will help you keep tabs on business growth. You will have data sets for analyzing your churn/retention history, which will better position you to make intelligent business decisions. The most common reasons behind high churn rates are: Bad product-customer fit.

Churn 95

Churn Payments SaaS Payments Payment Solutions 95

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. The higher the retention rate, the better. 100% is the best rate but not highly unachievable.

Retention 98

Retention Customer Lifetime Value Churn Metrics 98

User Pilot

FEBRUARY 28, 2024

Building a customer path is a crucial step in getting a deeper understanding of user behavior. That’s because effective product engagement is only possible when you have enough context on the customer’s journey and can visualize the ways users interact with your software. How do you track each stage of your customer path?

Customer Lifetime Value 102

Customer Lifetime Value SaaS Software Review Acquisition 102

ChurnZero

APRIL 1, 2024

When companies think about investing in their customer base, they are usually thinking about driving product adoption, reducing churn, or even delivering expansion revenue. Customer success is one of the most impactful teams on the post-sale experience. Customer success teams play a strategic role in driving product adoption.

Investment 92

Investment Sales Funnel Customer Success B2B 92

SaaStr

NOVEMBER 27, 2021

If this is your first SaaS company, you may not have ever hired or built a Customer Success team. Look for someone that really was a “Customer Success Manager” or “Client Success Manager” on their LinkedIn, that you believe in, and that worked somewhere < $10m ARR, and you’ll be in the zone.

Sales Hiring 187

Sales Hiring Customer Success Scale Customer Lifetime Value 187

FastSpring

APRIL 26, 2022

Last week, I canceled an annual SaaS subscription (I had three weeks left until renewal). In the language of SaaS, I churned. And the experience got me thinking: Was immediate removal of paid features the best chance to keep me from churning? When did I officially count as “churned”? Part I: SaaS Churn Benchmarks.

Benchmarks 114

Benchmarks Churn Payments SaaS Payments 114

SaaStr

JANUARY 12, 2024

Is it the end of an era for customer success in SaaS? We just wrote up how some of the biggest changes of SaaS are now coming, specifically in Customer Success and Sales. Back in 2015, when didn’t have the data or NRR or GRR of 115 public SaaS companies. The number one insight back then was to put a person on it.

Sales Hiring 239

Sales Hiring Customer Success Scale AI 239

User Pilot

JULY 13, 2023

Growth is the lifeblood of any company, and it is paramount for any SaaS company. In this article, we’ll go through how to measure growth of a company by delving deep into the basics, relevant metrics, and each necessary company growth rate formula. Are you trying to find out how to measure growth of a company?

Metrics 97

Metrics Customer Lifetime Value Benchmarks Churn 97

SaaStr

DECEMBER 13, 2023

Dave Kellogg, EIR at Balderton Capital and 25-year C-level veteran, shares the top 14 signs that you have a SaaS metrics problem, the five reasons those symptoms exist, and a SaaS metrics maturity model with five layers to help you move the needle at every stage. The 15 Types of Misuse and Abuse of SaaS Metrics #1: Bludgeoning.

Metrics 288

Metrics Sales Hiring Benchmarks SaaS 288

SaaStr

JULY 5, 2023

So some SaaS and Cloud leaders have seen big impacts from the post-Covid hangover, but others have just kept accelerating. MongoDB is one of those that just has never stopped, although as we’ll see below, even they have seen more cautious buying from their customers. That’s about as good as it gets in SaaS and Cloud!

Scale 174

Scale cloud efficiency Cloud Business Model 174

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. However, the average customer retention rate by industry varies wildly.

Retention 98

Retention Automotive SaaS Customer Lifetime Value 98

User Pilot

JUNE 22, 2023

Wondering how to reduce churn rate and increase retention? While customer churn is a grave concern, retention is what can help you tackle it and make your product successful. Customer retention brings you more customers who tend to spend more, refer others, and provide valuable feedback that drives product improvement.

Churn 95

Churn Retention Onboarding Engagement 95

User Pilot

MARCH 7, 2024

Customer engagement is a wider concept than user engagement encompassing customer interactions with the brand across all customer journey stages. High user engagement indicates that users are satisfied with the product value , and as such, it’s vital to retain them and turn them into loyal customers.

Engagement 103

Engagement Metrics Underperforming Technical Team Scale 103

ChurnZero

JUNE 9, 2023

However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”

Finance 98

Finance Metrics Customer Success Headcount 98

User Pilot

NOVEMBER 26, 2023

Boosting and optimizing the conversion rate is vitally important for all product managers and savvy SaaS owners. Explore the best conversion rate optimization tools on the market. Your conversion rate optimization efforts might be focused on different actions based on the business context. Ready to make a start?

Data 101

Data SaaS Trends Churn 101

User Pilot

JULY 27, 2023

Confused about trying to understand SaaS roles? SaaS companies have many moving parts, and it can be difficult to determine who does what. TL;DR SaaS, or “Software as a Service,” is a business model that delivers centrally hosted software to subscribers over the internet. Average salary: $196,172/yr.

Sales Hiring 98

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 98

User Pilot

DECEMBER 23, 2023

It also explores: The difference between retention and churn The importance of tracking retention Various stages of user retention How to measure it effectively What retention metrics to track, and Tried and tested strategies to increase user retention. Churn is the opposite of retention. It’s how many users abandon the product.

Retention 97

Retention Customer Lifetime Value Social Media Churn 97

Chart Mogul

JUNE 1, 2023

In an uncertain market, customer retention is key. Retention is one of the most important metrics when building a successful SaaS business. In an uncertain market, customer retention is key. Retention is one of the most important metrics when building a successful SaaS business. What is a good customer retention rate?

Retention 90

Retention Metrics Benchmarks SaaS 90

User Pilot

MAY 31, 2023

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. Experiment with different user journeys to see which ones increase retention rates.

Metrics 96

Metrics Customer Lifetime Value Churn Retention 96

User Pilot

MARCH 17, 2024

Are you tracking SaaS metrics without knowing how to make the analytics process easier? The 10 analytics dashboard examples include web, digital marketing, business insights, social media, product usage, customer journey , user behavior , user retention, knowledge base , and Net Promoter Score analytics dashboards.

Social Media 95

Social Media Data SaaS Scale 95

User Pilot

OCTOBER 24, 2023

Resurrected users aren’t only easier to generate than new customers. They can also increase customer lifetime value, boost user engagement, and help you unlock your business MRR. That said, we’re going to go over what resurrected users are, how you can identify dormant users, as well as explore tactics to improve customer retention.

Customer Lifetime Value 94

Customer Lifetime Value Software Review Retention Engagement 94

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. That nuance is derived from three underlying factors: Construct.

Customer Success 94

Customer Success Metrics Software Review Customer Lifetime Value 94

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 98

Metrics Customer Lifetime Value Retention Onboarding 98

Stax

MARCH 6, 2024

Mobile apps make up 53%, and the SaaS market is worth $152 billion. TL;DR Recurring billing is a powerful solution to streamline processes and enhance revenue generation and customer engagement. Mobile apps make up 53%, and the SaaS market is worth $152 billion. 98% of consumers have a streaming service subscription.

Merchant Services 88

Merchant Services Payment Services Payment Methods Payment Features 88

User Pilot

FEBRUARY 4, 2023

Wondering how you can make the most of your growth analytics to boost average revenue per user, and retention, and drive product growth ? Meanwhile, growth analytics is more concerned with overall user behavior , such as average revenue, conversion rates, retention rates, and more.

Acquisition 98

Acquisition Retention Churn Metrics 98

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. Measuring your adoption rates will give you insights to boost free-to-paid conversion, retain more users, and turn customers into advocates. What is time-to-value?

Metrics 93

Metrics Customer Lifetime Value Churn Onboarding 93

Chart Mogul

MARCH 1, 2023

Retention isn’t a silver bullet, but in SaaS, it’s the closest thing to it. We analyzed it all in our inaugural ChartMogul SaaS Retention Report. Here are the four insights that stood out in our research: Companies … Retention isn’t a silver bullet, but in SaaS, it’s the closest thing to it. Why is retention so pivotal?

Benchmarks 98

Benchmarks Retention B2C Business 98

User Pilot

MARCH 19, 2024

Reduce customer churn. Metrics that help measure user behavioral patterns Activation rate. Product/Feature adoption rate. Click rate. Drop-off rate. Average session duration. Product retention rate. This article shows you practical steps to accomplish this task. Increase product stickiness.

SaaS 97

SaaS AI Search User Experience Engagement 97

Kellblog

NOVEMBER 23, 2022

New ARR is the sum of new logo (aka, new customer) ARR and expansion ARR (i.e., new ARR from existing customers). Churn ARR is the sum of ARR lost due to shrinking customers (aka, downsell) and lost customers. Ending ARR is starting ARR + new ARR – churn ARR. For a primer, see here. 2024 and 2025).

Technical Review 118

Technical Review Software Review Forecasting Churn 118

User Pilot

OCTOBER 5, 2023

Reducing the CAC payback period can help SaaS companies boost their financial performance and drive growth. TL;DR The CAC payback period measures the time it takes for a company to recover the money invested in new customer acquisition. Userpilot onboarding, analytics , and feedback features can help you reduce CAC and boost revenue.

SaaS Payments 104

SaaS Payments Customer Lifetime Value Payment Solutions Acquisition 104