Andreessen Horowitz

MARCH 22, 2024

But the stakes are much higher with generative AI: though it promises to deliver unprecedented value to businesses, it can also be very expensive to serve to each incremental customer. Should I eat the cost of my genAI features, or pass it along to customers? were you previously serving 10 customers and can now serve 100?)

Generative AI 125

Generative AI AI B2B Pricing 125

ChurnZero

DECEMBER 21, 2022

However—if you want to make good on that unspoken promise to block off your schedule and learn something new that will help your CS career, this is the roundup for you. 1/ Crash course in Customer Success and SaaS metrics. Many people think of SaaS and CS metrics as black and white. Show us your ways.

Customer Success 98

Customer Success Scale Underperforming Technical Team Benchmarks 98

Baremetrics

AUGUST 6, 2021

As a SaaS founder, a hundred tasks are bound to occupy your mind on a daily basis. There comes a point in any successful business, however, when it’s time to grow. Nothing gives you more time to focus on things like HR than having a system for getting insights in your key business metrics. Table of Contents.

Underperforming Technical Team 130

Underperforming Technical Team Outsourced Development Consulting Scale 130

SaaSOptics

MARCH 16, 2022

2022 B2B SaaS Trends [Webinar Recap]. There isn’t much that stays the same in the world of B2B SaaS. In this webinar recap, you’ll see the most significant trends in SaaS pricing, subscription management, metrics/analytics, and what they could mean for your business in 2022. Trends in Billing and Pricing .

Trends 98

Trends B2B Scale Payment Features 98

Intercom, Inc.

FEBRUARY 11, 2020

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. A commercial relationship is based on an exchange of value: the business provides a product or service, and the customer pays for it. Proactively monitor usage and value.

Retention 282

Retention Sales Hiring Churn Onboarding 282

Chart Mogul

DECEMBER 22, 2022

For a long time, exponential growth was an expectation for successful SaaS companies. We spoke with SaaS leaders across different sectors to bring you insights on sustainable growth strategies for 2023. We spoke with SaaS leaders across different sectors to bring you insights on sustainable growth strategies for 2023.

Strategy 95

Strategy Scale Finance Acquisition 95

CustomerSuccessBox

APRIL 7, 2022

It’s undeniable that the SaaS model works differently and attracts revenue on a monthly or annual basis, unlike the on-premise software that deals with one-time payments. So, it’s legit to have a customer success team in hand. Stay tuned and read on to incur extra SaaS revenue. Lay a top-notch customer success journey!

Customer Success 98

Customer Success Payments SaaS Payments Revenue 98

Blulogix

FEBRUARY 22, 2024

While the promise of new horizons is exciting, the journey is fraught with challenges that can test the resilience and adaptability of any business. This resistance can stem from a lack of understanding, fear of the unknown, or comfort with the status quo.

Systems Review 52

Systems Review compliance Technical Review B2B 52

SaaStr

JANUARY 10, 2020

In his excellent article, The Manufacturer’s Dilemma , the author Geoffrey Moore gives perhaps the most succinct economic premise of the shift to the SaaS model: “The ultimate consequence of all this is as simple as it is devastating: product is no longer king. And that means the customer is king.”

Sales Hiring 132

Sales Hiring Scale Underperforming Technical Team Onboarding 132

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! An Ocean of Customer Success Data.

Customer Success 138

Customer Success Metrics SaaS Churn 138

Intercom, Inc.

SEPTEMBER 10, 2020

Or, even if they’re leaning towards the latter, they’re often not using the right metrics. Intercom’s Kate O’Hanlon recently caught up with Mark to talk about his approach to scaling, and why it’s a mistake to think that the formula for success is just about getting product-market fit and then adding sales reps. .

Scale 226

Scale Scaling Sales Recruiting Sales Hiring 226

Stax

JANUARY 28, 2024

This business model has now been adapted very well in the internet age, especially in the SaaS (Software-as-a-Service) and eCommerce industries. The most potent benefit of the subscription-based business model is that companies are guaranteed a fixed revenue stream—if they can retain their customers or subscribers. The alternative?

Payment Features 88

Payment Features Payment Methods Payment Solutions SaaS Payments 88

Blulogix

DECEMBER 7, 2023

Today’s customers demand flexibility, transparency, and a pay -as-you-go experience. Today’s customers demand flexibility, transparency, and a pay -as-you-go experience. UBP promises predictable revenue, customer-centricity, and a competitive edge sharper than a diamond saber. Buckle up, B2B leaders.

B2B 52

B2B Subscription Payment Features Pricing 52

User Pilot

JUNE 2, 2023

Product adoption metrics tell you how well your platform is performing. By regularly tracking them, you can improve your in-app experience and drive higher feature adoption —which translates to more retention and customer loyalty. In this article, we dived into 13 important adoption metrics to measure. What is product adoption?

Metrics 91

Metrics Customer Lifetime Value Churn Onboarding 91

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Customer Success 52

Customer Success Sales Recruiting Sales Hiring Scale 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. What is customer lifecycle management in plain English?

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. What is customer lifecycle management in plain English?

Management 52

Management Technical Review Retention Customer Lifetime Value 52

Chart Mogul

DECEMBER 16, 2022

In this episode of SaaS Open Mic, I’m speaking with Jess Bartos, an investor with Salesforce Ventures. We discuss the SaaS metrics that investors like Jess use to evaluate the potential of a company, no matter the market conditions. Net Dollar Retention means you’re delivering on your promise. Net dollar retention.

Metrics 52

Metrics Scale SaaS Retention 52

ChurnZero

OCTOBER 5, 2021

SaaStr Annual is always a time to look forward to as it’s a chance to join our peers in SaaS, to learn from the best in the business, to avoid big mistakes, to strengthen ties, to do better – so we can all achieve the impossible. SaaS customers are only using 50% of the licenses that they buy- @markroberge.

Customer Success 95

Customer Success Scale Customer Lifetime Value Compensation 95

User Pilot

AUGUST 10, 2023

User onboarding best practices for SaaS – Yaakov Carno. Yaakov’s User Onboarding Best Practices for SaaS: Understanding users and their pain points is essential for designing successful onboarding experiences. Yaakov’s 8 user onboarding best practices for SaaS So, how do you help your users experience product value?

Onboarding 86

Onboarding SaaS User Experience Scale 86

User Pilot

OCTOBER 15, 2023

Marketing your SaaS is a complex task involving many roles, one being a growth marketer. TL;DR Growth marketing focuses on enhancing customer lifetime value and retention through continuous experimentation and optimization. This article will help answer that exact question. Main steps of the growth process. What is a growth marketer?

Growth Marketing 104

Growth Marketing Marketing Customer Lifetime Value Scale 104

FastSpring

JANUARY 26, 2024

With years of experience at managing customer success (CS), Jake Dipple knows how important it is to foster collaboration between businesses and their customers. In this episode of Growth Stage, host and CMO of FastSpring David Vogelpohl interviews Jake about his thoughts on: What Customer Success is at a high level.

Customer Success 136

Customer Success VP of Engineering Payments Payment Methods 136

Chart Mogul

MARCH 23, 2023

How good is your business at retaining customers? Are you effectively expanding revenue from your existing customer base? If you’re unsure, check your retention metrics. Are you effectively expanding revenue from your existing customer base? If you’re unsure, check your retention metrics.

Retention 52

Retention Metrics Revenue Scale 52

OpenView Labs

JANUARY 13, 2022

45% of SaaS companies said they had some form of usage-based pricing, up from 34% in 2020. Welcome to the third edition of the Pricing Transformations series. This year we look back at 2021 and forward to 2022, measuring how our past predictions have stood up to another tumultuous year and laying out what you can expect in 2022.

Pricing 82

Pricing Payment Services SaaS Payments Payment Solutions 82

User Pilot

OCTOBER 30, 2022

Curious about customer experience improvement and how to get started for your brand? In this article, you’ll discover: Why the customer experience is key to customer retention and driving business growth, especially for SaaS companies. The 3 main components of customer experience. Create customer loyalty programs.

Scale 91

Scale SaaS Underperforming Technical Team Systems Review 91

User Pilot

JANUARY 17, 2023

Value realization can make the difference between a customer who unsubscribes and a customer who becomes a brand advocate. If you want to build a loyal customer base and nurture product growth , your focus should be spent on making users realize the value of your product as soon as possible—which might be trickier than you think.

Software Review 97

Software Review Technical Review Technical Advisors SaaS 97

User Pilot

JULY 18, 2022

Are you satisfied with the customer loyalty and retention rates of your SaaS? If you aren’t and want to boost these metrics, this article is for you! Today we explore what customer loyalty and retention mean for SaaS, how retention differs from loyalty, and tactics to help you boost both.

Retention 93

Retention SaaS Customer Lifetime Value Education 93

User Pilot

DECEMBER 15, 2023

Why do you need idea screening to build successful products? By screening your ideas before investing in their development, you reduce the risk of failure and can allocate resources to initiatives that satisfy customer needs and market demand. Common examples include market demand, customer willingness to pay , or scalability.

Development 102

Development Market Research Interviewing Trends 102

CustomerSuccessBox

APRIL 7, 2022

And, of course, in remote customer onboarding! Read on to know how remote customer onboarding can do so many things that you never thought could have been possible! Mr. Puneet Kataria shares his experience and observation on how customer success teams can be agile in the Customer Success Vodcast hosted by tl;dv!

Onboarding 52

Onboarding SaaS Payments Payment Methods Scale 52

CustomerSuccessBox

OCTOBER 5, 2021

As a Customer Success leader or VP or Head of CS, you must be intrigued by the number. In SaaS businesses, ARR/MRR is the lifeline for their existence. Surprisingly, only 10% of SaaS businesses ever get past the 125% MRR rate. This will help you in deciding whether you’re on the right track to success or not.

Customer Success 59

Customer Success Technical Review Sales Hiring Underperforming Technical Team 59

User Pilot

AUGUST 15, 2021

Studies have shown that acquiring new customers is 5 – 25 times harder than retaining existing ones. A key reason why customer engagement metrics are important to successful SaaS businesses. In this article, we will walk you through ten important user engagement metrics to measure.

Engagement 98

Engagement Metrics Scale SaaS 98

CustomerSuccessBox

SEPTEMBER 29, 2022

The adage “time is money” is the ultimate reality that supports the success of your organization in the SaaS sector. A variety of options are accessible to customers today in this cutthroat industry. However, customers are also searching for a quick time to value (TTV). Then, why is it not used widely?

Metrics 52

Metrics SaaS Software Review Onboarding 52

Totango

FEBRUARY 6, 2020

The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit. The Customer Success Factors You Need to Know. Customer Lifecycle Management.

Customer Success 92

Customer Success Enterprise Strategy Software Review 92

Totango

SEPTEMBER 24, 2020

Making your customers successful is ultimately about delivering value —you can create value for your customers by placing them in a position to grow their enterprise through the efficient use of your product to meet their business challenges. The Importance of Creating Value for Customers. Anticipating Opportunities.

Customer Lifetime Value 78

Customer Lifetime Value Customer Success Scale Onboarding 78

OpenView Labs

JANUARY 19, 2022

Product-led growth (PLG) is an end-user-focused growth model that relies on the product as the primary driver of customer acquisition, conversion, and expansion. This also means that the typical go-to-market playbook SaaS experts used to follow (below) isn’t as relevant as it used to be. As with anything, frameworks aren’t universal.

Scale 72

Scale Underperforming Technical Team Sales Hiring Marketing 72

CustomerSuccessBox

DECEMBER 27, 2021

In this age and era of the subscription economy, customers are inundated with multiple options. To make them stay with you it’s super important that the customers see value in your offering. Tracking, measuring, and improving this metric should be your number one priority. Customer onboarding is crucial to your business.

Customer Success 52

Customer Success Onboarding Metrics Retention 52

CustomerSuccessBox

MARCH 4, 2022

Like we have goals to accomplish in the to-do list and it has a predefined roadmap laid out to achieve it, a customer success plan is no bummer! It focuses on reaching the business outcomes of the customers, which can’t afford any excuses of delay, whatsoever! Why do you need a customer success plan?

Customer Success 52

Customer Success B2B SaaS Churn 52