SaaStr

JANUARY 24, 2024

Mark Roberge , SaaStr fan-favorite and Co-Founder and Managing Director of Stage 2 Capital brought together some of the top CROs in SaaS during the SaaStr Annual to share some of their greatest learnings and pivotal moments leading some of the Cloud 100 SaaS companies. How do you diagnose and solve churn? How do you define your ICP?

Scale 217

Scale Sales Hiring Scaling Revenue 217

Tom Tunguz

DECEMBER 26, 2022

Vertical software companies pursue a particular market segment like car dealership management or hotel management software. Customer Churn. -5%. Contraction & churn reduced growth by 8%. From 2003 to 2014, Constellation’s revenues compounded from $80m to more than $5b, an average of 25% annually.

Software Review 283

Software Review Investment Software Acquisition 283

SaaStr

DECEMBER 4, 2023

Churn increase due to greater scrutiny of costs Contract values declining More stakeholders involved in decision-making Capchase combined the study with their data set of thousands of SaaS companies and looked at what the best companies do to overcome these hurdles. The reality is you need to meet customers where they are.

SaaS Payments 208

SaaS Payments Payment Services Payments Payment Features 208

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 93

SaaS Payments Management Customer Lifetime Value SaaS 93

Clouded Judgement

APRIL 11, 2024

My hope is that this analysis can provide startup entrepreneurs with a framework for how to manage their businesses around SaaS metrics (e.g., The first few months of this year felt like a lot of churning in the market. The reason I love this metric is because it really demonstrates how much customers love your product.

Cloud 177

Cloud Software Azure AWS 177

SaaStr

FEBRUARY 14, 2023

If you are a SaaStr reader, you’ll know how passionate I am about Customer Success, since Day 1. What it all means is that if you do it right, you’ll make 6x or more the revenue from your customers after the sale itself. Churn, upsells, renewals, and all that, and compensating against it. Word-of-Mouth. Talk to them.

Customer Success 277

Customer Success Compensation Churn Enterprise 277

User Pilot

APRIL 22, 2024

In SaaS, it’s advised to follow customer success best practices to ensure that users achieve their desired outcomes with your product and become loyal advocates for your brand. TL;DR Customer success builds long-lasting relationships, increases customer retention , lifetime value , and advocacy, and informs product development.

Customer Success 83

Customer Success Retention Software Review Customer Lifetime Value 83

SaaStr

MARCH 27, 2023

When they have to give back some of their commission if a customer cancels early. Most customers pay, and most pay on time. But … here’s the thing … I find clawbacks one of the most powerful tools to mitigate churn-and-burn deals. Clawbacks don’t stop low quality, churn-and-burn deals.

Management 233

Management Sales Payment Services Churn 233

SaaStr

MARCH 23, 2020

It can really tough to think through the short-term pressures of churn. SMBs are hurting the most, and the churn will be highest there. Enterprises are churning less, but slowing new purchases way down. Just remember one thing as your North Star here: No Customer Wants to Leave a Vendor They Count On. Help them do that.

Churn 294

Churn Customer Support Enterprise Management 294

Clouded Judgement

MARCH 22, 2024

In it's truest form, ARR is used by pure SaaS business models to describe the aggregate annual value of the entire customer set. Customers sign contracts with annual increments (one, two, three, etc year deals), and the spend is predictable across the course of the contract. Every buyer is kind of scrambling to figure it out.

AI 183

AI Revenue Cloud Technical Advisors 183

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 244

Sales Hiring Customer Success Scale Customer Lifetime Value 244

Subscription Flow

APRIL 23, 2024

Invest in the right billing and subscription-management software to automate your workflows after carefully assessing three of the best options in the market. Understanding Paddle in 2024 Catering to more than 3000 SaaS clients in over 200 markets, Paddle is a market-leading billing and revenue management software.

Payment Solutions 93

Payment Solutions Payments Payment Services SaaS Payments 93

Totango

FEBRUARY 9, 2024

Similarly, to be successful, an enterprise needs to be able to prevent churn and increase revenue growth. Measuring and analyzing how your company manages these two factors is critical to growth. However, it does not factor in any additional revenue from customers who increased their average spend.

Retention 108

Retention Underperforming Technical Team Software Review Churn 108

SaaStr

NOVEMBER 17, 2022

Cyvatar is a technology-enabled cyber security as a service (CSaaS) provider disrupting a $150 billion industry by introducing and delivering smarter, measurable managed security subscriptions to help you achieve compliance and security faster and more efficiently. Join these incredible companies to experience all the value of SaaStr!

Banking 220

Banking Payment Features Venture Capital Subscription 220

User Pilot

MARCH 23, 2023

What are the reasons for customer churn in SaaS? And how can customer success teams address them to ensure product growth? As a SaaS company, your ultimate goal is to retain customers and keep them happy with your product. However, sometimes things don’t go as planned, and customers churn. moment faster. #3:

SaaS Payments 98

SaaS Payments Churn Underperforming Technical Team Payment Methods 98

User Pilot

MARCH 25, 2024

EBITDA is used by larger companies with more complex management structures. Metrics that can affect SaaS business valuation include Monthly /Annual Recurring Revenue, Customer Acquisition Cost , Customer Lifetime Value , Net Revenue Retention, Total Addressable Market, and YoY Growth Rate. What does the acronym mean?

SaaS 101

SaaS Customer Lifetime Value Acquisition Metrics 101

Kellblog

JANUARY 7, 2024

Thanks to Frank Slootman , blowing up customer success (CS) teams is quite in vogue. “We don’t believe companies should have a separate customer success function. The first thing we did when Frank joined Snowflake was we blew up the customer success function. Customer success is not accountable for anything.”

Customer Success 107

Customer Success Sales Hiring Benchmarks Churn 107

Intercom, Inc.

FEBRUARY 11, 2020

Identify and solve the problems that caused churn. The mistake at the heart of the “We Miss You” message is that it represents the customer’s relationship to the business as personal, not commercial. To re-engage customers effectively, you need to remind the customer of what it is that got them there in the first place.

Retention 282

Retention Sales Hiring Churn Onboarding 282

User Pilot

NOVEMBER 29, 2023

Tired of the increasing customer churn rate? A dynamic retention specialist will implement proactive strategies to improve the customer experience and increase loyalty, thus improving customer retention. Also known as customer retention specialists, they are typically a part of the customer success or sales team.

Retention 102

Retention Customer Lifetime Value Churn Outsourced Development 102

User Pilot

APRIL 16, 2024

Customer journey insights enable marketing, product, design, and customer success teams to make informed decisions and create better customer experiences. In this article, we explain: What customer journey insights are. How they are linked to customer journey analysis and customer journey mapping.

Churn 101

Churn Customer Lifetime Value Mobile Retention 101

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 89

Churn Retention Benchmarks Customer Lifetime Value 89

Stax

FEBRUARY 28, 2024

What hinders the 90% is the high costs of delivering better products and experiences that warrant long-term customer loyalty. How do they keep customers returning for more? TL;DR A SaaS billing platform is a digital solution that allows SaaS companies to process payments and manage the overall transaction lifecycle.

Payments 88

Payments SaaS Payments Payment Services Merchant Services 88

Stax

MARCH 6, 2024

TL;DR Recurring billing is a powerful solution to streamline processes and enhance revenue generation and customer engagement. Beyond the standard benefits, recurring billing can be used to maximize revenues, improve internal processes, and create experiences that delight and captivate customers. Learn More What is Recurring Billing?

Merchant Services 88

Merchant Services Payment Services Payment Methods Payment Features 88

Intercom, Inc.

JULY 26, 2022

Customer success is a business effort to help your customers achieve their objectives. . As the name implies, customer success involves working with your customer to discover how your products and/or services can best empower them to reach their goals and objectives. . That’s an example of customer success.

Customer Success 129

Customer Success B2C Churn Systems Review 129

FastSpring

APRIL 23, 2024

The subscription management system doesn’t support multi-product transactions. FastSpring is an experienced merchant of record that provides an all-in-one payment platform for SaaS, software, and digital goods businesses, including VAT and sales tax management, payment localization, and consumer support.

Payment Services 78

Payment Services Payment Methods Merchant Services Payment Solutions 78

Intercom, Inc.

AUGUST 27, 2020

Customer acquisition costs are rising , churn is every company’s poison pill, and the competition is relentless. Success in the subscription economy isn’t about having the best product; it’s about having the strongest customer relationships. To navigate the current minefield of growth, businesses need to shift their focus.

Scale 211

Scale Payments Subscription Payment Features 211

User Pilot

SEPTEMBER 19, 2023

As your business grows and your focus shifts from acquiring new customers to retaining existing ones, churn prediction becomes an invaluable tool in your toolkit. Accurate churn prediction models help you improve the customer experience and prevent voluntary customer departures. What is churn prediction?

Churn 105

Churn Machine Learning Artificial Intelligence Data Analysis 105

User Pilot

JANUARY 20, 2024

How do you conduct root cause analysis in product management? We also explain why it’s important for product managers and share useful tips. This is more cost-effective and allows organizations to improve the customer experience in the long run. What is root cause analysis in product management?

Technical Review 113

Technical Review Management Software Review Data Analysis 113

Chargebee

MARCH 18, 2024

While a churn rate, or the percentage of customers who stop using your product or service, may be inevitable in business there are ways to reduce the risk to your bottom line. We will explore different churn management strategies you can implement to help minimize the risk […]

Churn 52

Churn Management Retention Branding 52

User Pilot

FEBRUARY 28, 2023

Any product manager should know how to quickly put together a comprehensive customer feedback form: they’re a secret weapon for unlocking deep user insights and gathering quality feedback. TL;DR A customer feedback form is a way to gather customer feedback in a structured way. What is a customer feedback form?

Marketplace as a Service 98

Marketplace as a Service Churn Onboarding Engagement 98

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. Types of churn rates you should calculate: customer churn rate, revenue churn rate , and involuntary churn rate.

Churn 94

Churn Payments SaaS Payments Payment Solutions 94

User Pilot

DECEMBER 20, 2023

Coupled closely together with Machine Learning is customer data. Combining customer data & machine learning unlocks the power of big data. This one-two combo is a great way to help enhance customer experience , one of the most impactful methods of increasing product growth. What is machine learning?

Artificial Intelligence 101

Artificial Intelligence Machine Learning Data Social Media 101

User Pilot

AUGUST 24, 2023

A well-designed cancellation survey will help you understand the reasons for churn. This article shows you how to design a customer cancellation survey that collects actionable insights and reduces churn. TL;DR An exit or cancellation survey is a questionnaire you send to users to understand their reasons for churning.

Churn 98

Churn Interviewing Subscription Payment Features 98

Subscription Flow

FEBRUARY 27, 2024

However, handling multiple subscription plans and the dealing with the complexities of B2B enterprise SaaS billing, variable customer lifecycles, and subscription management can be extremely difficult. It is easier to plan and manage finances effectively when there is stability.

SaaS Payments 95

SaaS Payments Payment Services Payments Payment Solutions 95

FastSpring

APRIL 26, 2022

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”? Did they count me as churned on the day I canceled? In part one, we cover benchmarks and common churn formulas.

Benchmarks 114

Benchmarks Churn Payments SaaS Payments 114

User Pilot

JUNE 16, 2022

Are you making the most out of your customer experience analytics? The data you receive from CX analytics enables you to reduce customer churn, increase customer satisfaction and retention , and help you identify the areas for product improvements. Qualaroo helps companies gather customer feedback only.

Customer Lifetime Value 98

Customer Lifetime Value Churn Retention User Experience 98