SaaStr

JANUARY 5, 2022

The product roadmap aligned with this messaging, too. Make the move to multi-product. So far in FY2022, 62% of our total revenue came from customers with more than one Box product, up from 57% in FY2021. Those customers will always renew at higher rates because they can see what the partnership brings to them.

Scale 253

Scale Scaling Sales Hiring Software Review 253

SaaStr

AUGUST 23, 2021

A solo founder and even a solo founder, founder Therese Tucker wrote the initial code herself and had to tilt the company into an entirely new product 2 years in. 98% Renewal Rate, 106% NRR. Not just NRR, but the core dollar-base renewal rate. Multi-Product Expansion is the key to unlocking more growth at scale.

Scale 263

Scale Scaling Enterprise Cloud 263

SaaStr

APRIL 13, 2021

This is top-tier NRR for a product with many SMB customers. 95% renewal rate, even with 10,000+ SMBs. Even with 10,000+ SMB customers out of 13,800 total, PagerDuty sees an incredible 95% renewal rate. This is far higher than many product that sell to small businesses. Expanding beyond its core product is key to growth.

SMB 319

SMB Enterprise Scaling Startup 319

SaaStr

JUNE 17, 2022

Obviously, in your first 12 months, there are no renewals. With no marketing costs, no sales commissions, renewals are almost pure profit. So if you haven’t hired a dedicated Customer Success Manager well ahead of your first renewals — make sure you do. Again, that’s obscenely cheap in a start-up.

SaaS Payments 261

SaaS Payments Sales Hiring SaaS Payment Services 261

Totango

APRIL 9, 2024

This signifies that fostering an exceptional partnership between CS and sales teams — vital for long-term revenue growth, begins with understanding which customers can derive the highest value from your products and services over time. Madelyn shared how Aircall is leveraging digital customer success to garner deeper product insights.

Scale 106

Scale Sales Compensation Customer Success 106

SaaStr

AUGUST 28, 2022

I have my own experience as a SaaS CEO to draw on, for a product now doing hundreds of millions in ARR a year. We offered two products for smaller SaaS companies, a “Bronze” sponsorship that, while it had a tiny booth, basically offered all the benefits of more expensive SaaStr Annual sponsorships to SaaS companies at < $2m ARR.

Scale 181

Scale Pricing Revenue SaaS 181

Tom Tunguz

SEPTEMBER 2, 2022

They imply strong product market fit. Typically, it starts with a product-led motion landing one or two seats & tracks a sequence like this. User signs up for a product & pays. In other cases, cross-selling products drives expansion. As a company scales, renewal revenue begins to dwarf the new bookings.

Enterprise 332

Enterprise Startup Retention Engagement 332

SaaStr

MARCH 1, 2022

In fact, we were recently handed a bill like this for a 20+ year old SaaS product bought out by a PE firm. And really, an “auto-renew for another year without notice” clause can basically do the same thing. Threatening a customer that forgets about an auto-renew and has already stopped using you is sort of the same thing.

SaaS 253

SaaS Churn Revenue Pricing 253

SaaStr

OCTOBER 17, 2022

Your renewal process starts on Day 1 of implementation. This allows you to present a frictionless renewal and expansion process to your customers, rather than handing them back to Sales. Whatever the title, whoever is managing the CS team needs to have experience with renewals. Customer Success is not Customer Support.

Customer Success 215

Customer Success Sales Hiring Scale Leadership 215

SaaStr

DECEMBER 30, 2023

The rise of the SDR and productizing outbound and qualifying inbound with humans. Tougher times have led many to turn customer success into renewal officers that report into sales. What we’ve seen in the first 15 years of SaaS: Specialization in sales. Segment reps, and have closers close. Everyone now.

Customer Success 279

Customer Success Scale AI Pricing 279

Totango

FEBRUARY 9, 2024

In mathematical terms, GRR measures how much monthly recurring revenue (MRR) you retain each month after subtracting the effects of churn or downgrades to lower-priced products, but not the effects of upgrades. Your NRR can exceed 100% if you have high renewals combined with strong upgrades, low churn, and low downgrade. Calculate it!

Retention 108

Retention Underperforming Technical Team Software Review Churn 108

SaaStr

FEBRUARY 14, 2024

This isn’t new, but a good reminder to go as global as your product allows. Total TCV Renewal. Just not the hyper -efficiency we see of some whose growth is slower. #5. 48% of Revenue From Outside the U.S. And a few other interesting learnings: #6. First $30m TCV New Deal and First $60m (!)

Cloud 224

Cloud Scaling Investment Revenue 224

SaaStr

NOVEMBER 1, 2022

Companies, especially those with an undifferentiated product, may want to think strategically about the evolution of their respective category and the path towards building a platform. . This practically ensured the account would grow at the next renewal when the ‘free’ users, now hooked on the product, converted to paid users.

Scale 208

Scale Sales Hiring Cybersecurity Underperforming Technical Team 208

SaaStr

MAY 19, 2023

Look for: Are they running an entire division or group (or more) on your product? Sometimes a buyer will want to use your product so badly, they’ll just buy and deploy you without going through the standard internal channels and approvals. That means the renewal and expansion are at risk. I think it’s fairly easy.

SaaS 231

SaaS Enterprise Sales Business 231

SaaStr

JANUARY 30, 2021

New Products and Workflows Fuel Growth After $1B in ARR. The “core” product often takes you quite far — farther than you’d think — but as some side of $1B in ARR, you need another product to fuel growth from the customer base. You sign a 3 year contract to start, and a 2 year renewal.

Enterprise 342

Enterprise Revenue Scaling Retention 342

SaaStr

SEPTEMBER 12, 2023

Customer success teams are critical for SaaS companies as they own the customer relationship from start to finish, managing up to 75% of revenue through renewals and upsells. Most SaaS products are not commodities that can be easily swapped, so customers are willing to pay fair prices for trusted brands. I Was Wrong.

Sales Hiring 220

Sales Hiring Technical Advisors Compensation Outsourced Development 220

Blulogix

MARCH 20, 2024

By BluLogix Team Mastering the Art of Complex B2B Recurring and Subscription Billing: Understanding the Renewal Process in B2B Subscriptions In the competitive landscape of B2B subscriptions, the renewal process is a critical moment of truth. They reflect customer satisfaction and the perceived ongoing value of your service.

Payment Features 52

Payment Features B2B Subscription Customer Lifetime Value 52

Subscription Flow

APRIL 23, 2024

From there on the subscription lifecycle flows without friction through seamless automation so you can focus on improving your product. Behind the scenes, Paddle claims to handle the renewals of those subscriptions, as well as any upgrades or downgrades that the customer may require.

Payment Solutions 93

Payment Solutions Payments Payment Services SaaS Payments 93

Subscription Flow

DECEMBER 27, 2023

Let us dig straight into the meat of this blog: customer renewal rate is way of determining the imprint of customers who renew their subscriptions to your product or service. What Is Customer Renewal Rate? All of this simplifies your customers’ lives—and makes the decision to renew even simpler.

SaaS 64

SaaS Subscription Payment Features Forecasting 64

Subscription Flow

JANUARY 30, 2024

SaaS renewal management’s primary goal is to increase customer retention and in turn, recurring revenue growth. To encourage your customers to renew their subscriptions at the end of their term, a number of procedures and tactics are involved in devising your B2B SaaS renewal strategy.

SaaS Payments 59

SaaS Payments B2B Strategy Payment Services 59

User Pilot

FEBRUARY 26, 2023

The customer success renewal playbook is central to keeping the incoming stream of recurring revenue flowing. If you’ve not created one before, you might wonder what a customer success renewal playbook is, why it’s essential, and how to create one. What is a customer success renewal playbook?

Customer Success 93

Customer Success SaaS Retention Education 93

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. Typical customer journey stages are Awareness, Consideration, Decision, Activation , Adoption, Renewal, Expansion , and Loyalty. Why you should use customer journey analytics.

Churn 97

Churn Customer Lifetime Value Mobile Retention 97

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. Providing tutorial tips to answer customer questions and encourage greater product adoption. Reminding customers to renew subscriptions.

B2B 115

B2B Payment Methods Payments SaaS Payments 115

Totango

AUGUST 16, 2022

Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business. Customer retention software is an app that promotes SaaS subscription renewals and reduces churn rates. Encouraging more significant product usage.

Payment Solutions 98

Payment Solutions Payment Methods Retention Software Review 98

Totango

JUNE 3, 2022

As [Sales Rep Name] mentioned, I’ll be your main point of contact, and it’s my job to make sure you have everything you need to achieve your goals with our products. I noticed that you haven’t logged in for a while, and I wanted to reach out to make sure our product is meeting your needs. Customer check-ins. Escalations.

Customer Success 108

Customer Success Payments SaaS Payments Payment Methods 108

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. As a result, CS teams often have to work harder to make the case for headcount, technology and even product requests on behalf of customers. This is why renewals are so important.

Finance 98

Finance Metrics Customer Success Headcount 98

Sales Hacker

SEPTEMBER 8, 2022

Renewal time is always stressful for companies, but especially in a recessionary market. More than ever, customer success teams must be in complete lockstep with their sales teams—both should treat any renewal as a joint effort and success. Here are some key best practices to ensure every client will re-up during renewal time: 1.

Sales Recruiting 110

Sales Recruiting Technical Review B2B Benchmarks 110

Totango

JULY 29, 2022

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Good health accounts with only one product. Driving Expansion .

Strategy 111

Strategy Enterprise Acquisition Business Model 111

Kellblog

JANUARY 7, 2024

Churn is the result of the entire experience from sales to onboarding to professional services to support to success and, of course, product. Your Like diving, renewing any given customer has an associated degree of difficulty. Unlike Or do better than you did three years ago in a different market with a different product. The

Customer Success 107

Customer Success Sales Hiring Benchmarks Churn 107

Totango

SEPTEMBER 6, 2022

A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers. For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time.

Technical Review 105

Technical Review Software Review Business Scale 105

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Knowing how to use technology to optimize your contract renewal process can increase your retention rates and your revenue. First, we’ll review what contract renewal is and what it means to automate the process.

Outsourced Development 93

Outsourced Development Payment Services Payment Solutions Retention 93

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. But for renewals, you work so hard to get customers to value.

Customer Success 98

Customer Success Technical Review Systems Review Metrics 98

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. But for renewals, you work so hard to get customers to value.

Customer Success 97

Customer Success Technical Review Systems Review Metrics 97

Totango

DECEMBER 21, 2021

These include: Your customer’s initial experience of your product during the onboarding stage. Their growing engagement with your product as they adopt new features. Subscription or license renewal. This lays the foundation for product adoption and renewal. Lulls in engagement if they begin lapsing into inactivity.

Customer Success 105

Customer Success Management Onboarding Retention 105

Sixteen Ventures

MARCH 9, 2024

Did you know that a significant portion of your customers, even those who seemingly appear satisfied, consider exploring alternatives before renewing their contracts? This statistic highlights a crucial reality in today’s competitive SaaS landscape: customer engagement is no longer a luxury, it’s a necessity for survival.

Engagement 64

Engagement Investment SaaS Growth Hacking 64

Totango

NOVEMBER 27, 2023

CSMs can then embrace their strategic role as a consultant, devoting more time to coaching customers on how to achieve their business outcomes by maximizing product value. When customers achieve their goals, businesses will see more subscription renewals and expansion revenue from upsell and cross-sell opportunities. Customer health.

Trends 91

Trends Customer Success Machine Learning Artificial Intelligence 91

Blulogix

MARCH 21, 2024

A positive support experience can turn potential churn into renewed commitment. Actionable Insights: Use customer feedback to drive continuous product and service enhancements. Responsive Support: Invest in a responsive, knowledgeable support team that can address customer issues promptly and effectively.

B2B 52

B2B Subscription Payment Features Retention 52