User Pilot

JULY 22, 2023

Customer acquisition cost vs lifetime value: which one should you prioritize? Both these metrics are crucial for getting product growth insights into the financial health and sustainability of your SaaS business. TL;DR Customer acquisition cost (CAC) is the money a business spends on acquiring new customers.

Acquisition 81

Acquisition Customer Lifetime Value Onboarding Retention 81

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Customer Success 98

Customer Success Metrics Technical Review Scale 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. Here’s why. NPS is not the answer.

Customer Success 98

Customer Success Technical Review Systems Review Metrics 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. Here’s why. NPS is not the answer.

Customer Success 97

Customer Success Technical Review Systems Review Metrics 97

User Pilot

FEBRUARY 22, 2023

If you’re in SaaS, you need to absolutely nail user retention as keeping hold of users is vital to the survival of any business. This comprehensive guide will explore how to appeal to existing and new users, share best practices that’ll help boost user retention rates, and discuss the best tools for the job.

Retention 83

Retention Customer Lifetime Value Onboarding Churn 83

ChurnZero

FEBRUARY 23, 2023

Long-standing wisdom in business says when the economy looks shaky, or worse turns south, savvy companies redouble their focus on existing customers. There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. This blog post aims to help you with that.

Management 52

Management Technical Review Retention Customer Lifetime Value 52

ChurnZero

FEBRUARY 23, 2023

Long-standing wisdom in business says when the economy looks shaky, or worse turns south, savvy companies redouble their focus on existing customers. There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. This blog post aims to help you with that.

Management 52

Management Technical Review Retention Customer Lifetime Value 52

CustomerSuccessBox

MAY 25, 2021

Have you ever heard any SaaS founder or VP -CS saying,” I‘m okay with losing a few customers every month?”. That’s because Customer Retention is critical. Customer retention is critical — particularly for B2B SaaS companies. Retaining a customer is way more profitable than acquiring new ones. .

Retention 52

Retention Metrics Outsourced Development SMB 52

User Pilot

MAY 17, 2021

Are you tracking the right Product Marketing KPIs? With so many product growth insights available to every product marketer, it’s sometimes hard to understand which metrics are relevant and which you should be tracking to measure the success of your product marketing. What is a Product Marketing KPI metric?

Product Marketing 98

Product Marketing Metrics Customer Lifetime Value Marketing 98

SaaStr

OCTOBER 31, 2019

What I’m going to do is talk a little bit about what we’ve seen over the course of the last year and then also talk about some metrics we track or we encourage our founders to track as they’re building their businesses, and then, lastly, try to go through a few predictions for the next couple of years.

Cloud 100

Cloud Scale AWS Machine Learning 100

Valuize Consulting

OCTOBER 26, 2021

Success By The Numbers. For recurring revenue organizations, implementing a measurable digital engagement program for Tier 3 and 4 customers is the foundation for achieving industry-leading Net Dollar Retention. Building Your Measurement Program: 5 Key Success Metric Tiers. Set Expectations From The Start.

Scale 52

Scale Engineering Engagement Scaling 52

SaaSOptics

DECEMBER 7, 2021

A successful pitch is all steak and no sizzle,” said Rob Belcher, Managing Director, SaaS Capital. . Data should center on the two areas investors want to know about: financial and growth metrics. You should be able to rattle off the key metrics serving as the foundation of your business: Existing ARR. Gross Churn.

Benchmarks 77

Benchmarks Scale Venture Capital Outsourced Development 77

The Angel VC

MAY 8, 2015

Since last week's post about 6-7 things to pre-empt 90% of Due Diligence was liked/shared/retweeted quite a bit, I'd like to follow up with some additional details on what exactly SaaS Series A/B investors will look for when you supply them with the data and material that I've mentioned. Typically this metric is in the 1-5% range.

Development Team Review 252

Development Team Review Software Review Scale Acquisition 252

User Pilot

DECEMBER 3, 2021

When it comes to measuring product growth , there are dozens of metrics to consider, but which is the most important? Measuring the magic number can tell you when you need to focus on customer expansion rather than customer acquisition. In essence, the SaaS magic number is a metric that measures sales efficiency.

Metrics 103

Metrics SaaS Scale Churn 103

SaaStr

MAY 21, 2019

Byron : That’s right. Join Bessemer Venture Partners’ Byron Deeter and Kristina Shen as they take a look at trends and predictions for the cloud industry in 2019. This marks the company’s fifth annual in-depth look at the cloud computing industry. Want to see more content like this? Join us at SaaStr Annual 2020.

Cloud 166

Cloud Scale Finance Retention 166

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

Customer Success 98

Customer Success Metrics SaaS Banking 98

Kellblog

JANUARY 2, 2024

Well, it’s that time of year again, time for my annual predictions post, now in its tenth incarnation. As per my custom, let’s review my 2023 predictions before presenting those for 2024. Customer retention came into sharp focus in 2023 and with it a new, balanced view relying on both NRR and GRR as key retention metrics.

AI Search 110

AI Search Technical Review Technical Advisors ChatGPT 110

SaaStr

AUGUST 5, 2019

However, while many are flocking to reap the benefits of the SaaS model, truly understanding how it works sustaining success over time is not as easy as some make it look. He will also provide insights on the differences between commercial and enterprise customers and the key metrics to keep an eye on as you grow your business.

Sales Recruiting 166

Sales Recruiting Construction Scale SaaS 166

ChurnZero

DECEMBER 28, 2021

A quick search of “y2k aesthetic” will litter your browser with articles on how to actually wear y2k fashion the right way. Net Revenue Retention vs. Net Revenue Retention vs. Gross Revenue Retention: Explained. Too heavy of a focus on either metric has serious consequences for your business.

Sales Hiring 52

Sales Hiring Headcount Customer Success Outsourced Development 52

ProfitWell

JUNE 15, 2020

Up and to the right —that's how overall DTC growth continues to trend. As the economy reopens and so do wallets, it appears as though we are continuing on the right path. MRR gain is new revenue from either acquired customers or upgrades in a given month. More customers are signing on and less are churning. Who's with me?

Payment Methods 76

Payment Methods Merchant Services Payments Customer Lifetime Value 76

ChurnZero

JANUARY 20, 2022

As a Customer Success leader, you know you should invest more time and resources into planning and executing the long-term initiatives your team needs to scale. Rod Cherkas, CEO of HelloCCO, joined us for a webinar to share his approach to ensure your Customer Success team stays ahead of your company’s growth.

Scale 52

Scale Sales Hiring Scaling Sales 52

SaaSOptics

JUNE 4, 2021

7 SaaS Metrics Every SaaS Company Should Care About in 2021. And with more popularity comes more confusion, especially over what metrics are most important to drive the best results. . SaaS Metrics #1: Annual Recurring Revenue (ARR) . Use our metrics template to calculate your real-time numbers here.

Metrics 53

Metrics SaaS Customer Lifetime Value Payment Features 53

OPEXEngine

FEBRUARY 9, 2021

And with more popularity comes more confusion, especially over what metrics are most important to drive the best results. Which takes us back to our first point: Measuring the right metrics at the right time is more critical than ever because the margin for error is so slim when it comes to building a successful B2B Saas company.

Metrics 52

Metrics SaaS Payment Features Customer Lifetime Value 52

Kellblog

FEBRUARY 2, 2023

Yikes, I’m a few weeks later than usual and now slipping into February, so let’s jump right into our ninth annual predictions post before it’s too late to publish! My new#boi weeps for its loss in financial, if not aesthetic, value. My new#boi weeps for its loss in financial, if not aesthetic, value.

Software Review 120

Software Review Development Team Review Underperforming Technical Team Scale 120

SaaStr

JULY 16, 2019

Hear perspectives from both the investor and founder as the company scaled. Want to see more content like this? Join us at SaaStr Annual 2020. Rene Yang Stewart | Co-Head and Principal @ Vista Equity Partners. Monica Enand | Founder and CEO @ Zapproved. FULL TRANSCRIPT BELOW. René Stewart : Hi Guys. Monica Enand: Hello.

Scale 126

Scale Product Marketing Scaling Marketing 126

OpenView Labs

SEPTEMBER 23, 2019

However, when we look “under the hood” (the metrics supporting growth) of public SaaS companies (see the right-hand chart below), we find that just 7 (one in ten) public SaaS companies will generate substantial negative profit margins this year. We’re living in a remarkable era for investing. Growth at All Costs.

Benchmarks 40

Benchmarks Data SaaS Scale 40

Kellblog

JANUARY 30, 2021

I admit that I’ve been more than a little slow to put out this post, but at least I’ve missed the late December (and early January) predictions rush. 2020 was the kind of year that would make anyone in the predictions business more than a little gun shy. 2020 Predictions Review. 2020 Predictions Review. Ongoing social unrest.

Technical Review 143

Technical Review Payment Services Payments AI Search 143

OpenView Labs

NOVEMBER 12, 2020

We’re sharing our findings to help SaaS companies make better financial and operating decisions—decisions that are particularly important right now given this period of economic volatility as well as the ongoing COVID-19 pandemic. Folks prioritized their existing customers. ” In short: It made SaaS companies even stronger.

Benchmarks 52

Benchmarks Scale Technical Review SaaS 52

SaaStr

MARCH 1, 2019

What were the findings on what good looks like when it comes to logo retention? What is the right way to conduct a churn analysis? * Assisted vs unassisted: What does Tom believe are the leading benchmarks for both? How should comp plans differ when comparing AEs to customer success? What are the dangers there?

Scale 114

Scale SMB Sales Recruiting Sales Hiring 114

ProfitWell

SEPTEMBER 25, 2019

What makes me sad is that even with the obvious benefits of higher renewals, most SaaS companies still lose huge amounts of revenue to customer churn. What makes me sad is that even with the obvious benefits of higher renewals, most SaaS companies still lose huge amounts of revenue to customer churn. Retain more customers.

SaaS Payments 45

SaaS Payments Payment Services Payment Solutions Payments 45

SaaStr

JUNE 28, 2019

Jason Vandeboom is the Founder of ActiveCampaign, a sales and marketing automation platform that enables small businesses around the world to meaningfully connect and engage with their customers. In Today’s Episode We Discuss: * Does David Skok believe that ACV should sit at the top of the metrics stack?

Outsourcing Services 114

Outsourcing Services Scale Sales Hiring SMB 114

SmartKarrot

FEBRUARY 9, 2022

At such times, CCO is the only leader who has to bear the brunt; after all, customer success is at an adolescence phase! Due to this very reason, it becomes extremely difficult for the CCOs to pitch budget ideas for customer success successfully. . The CCO’s guide to winning budget for customer success.

Customer Success 10

Customer Success Sales Hiring Technical Review Scale 10

SaaStr

SEPTEMBER 13, 2019

264: Allison Pickens is the COO @ Gainsight, the company that provides everything you need to turn your customers into your biggest growth engine. How does one tie their strategic plan to their financial plan? What is the right way to communicate this throughout the organisation? * Pssst Loving our podcast content?

Engineering 26

Engineering Scale Underperforming Technical Team Customer Success 26

SmartKarrot

JUNE 30, 2020

Are you looking to set up ‘KRAs for your customer success managers’? . I n the SaaS world, your customers are paying for the experience that your product, services , and people offer. So, what drives a happy relationship with your customers and keeps them sticking with you through thick and thin? Well, let’s reword that.

Customer Success 10

Customer Success Technical Review Customer Lifetime Value Software Review 10

SaaStr

JANUARY 3, 2020

What were the findings on what good looks like when it comes to logo retention? What is the right way to conduct a churn analysis? How does Tom think about constructing comp plans the right way today? How should comp plans differ when comparing AEs to customer success? Loving our podcast content?

SMB 26

SMB Sales Recruiting Sales Hiring Scale 26

CustomerSuccessBox

JUNE 7, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Out of Business.

Churn 52

Churn Management Retention Customer Success 52

Sales Hacker

OCTOBER 7, 2021

It has little to do with the work itself, and more to do with the societal pressure, norms, and bias that exist in 2021. We’re often encouraged to hide, toughen up, and bury our emotions. The expectation is that we can “do it all.” Anything less is failure. For lack of better words…f*ck that. Heck, stand at the head of it.

Scale 130

Scale Sales Recruiting Sales Hiring VP of Engineering 130