SaaStr

APRIL 7, 2020

Let’s take a look at our classic checklist and see which criteria apply in a downturn in your core business — and which maybe aren’t fair to use to judge your new VP of Sales. Not understanding the business and/or key metrics. EVEN MORE IMPORTANT NOW. Churn is going up. Of course she will.

Sales Hiring 265

Sales Hiring Sales Retention Churn 265

SaaStr

APRIL 20, 2020

It’s almost impossible to get anyone to buy any new business web services. And if churn has grown due to tougher times? Never Quit If … You Have 10 Unaffiliated, Happy Paying Customers. And Aren’t Completely Out of Money. It may be tiring, it may be painful, you may lose members of the team. Fight through it.

Scale 302

Scale Payment Features Engineering Product Marketing 302

SaaStr

APRIL 26, 2020

If You “Hold The Line” on Pricing, But Churn Goes Up, You May be Losing, Not Winning. Good Businesses are Built in Good Markets and Bad Markets. It will change the way many businesses operated. That’s on hold. But there is also a re-allocation to need (Zoom, Slack, etc). I agree here. ” 10.

Technical Review 287

Technical Review Venture Capital Innovation Pricing 287

SaaStr

APRIL 10, 2020

They run their business on your platform. Make sure net negative churn is at least covered and invested in. As a startup, there are few things more important than Being Present: Your customers need to believe. They didn’t just buy your product once. They repurchase it every month, every year. They need to see you out there.

Sales Hiring 311

Sales Hiring Startup Investment Revenue 311

Intercom, Inc.

APRIL 14, 2020

During a crisis like COVID-19, your business is likely making rapid decisions that will affect how your support team communicates with your customers, like how you’re: Helping customers who are on the verge of churning. When your team is incredibly busy it can be easy to let “fun” slip down your list of priorities.

Scale 223

Scale Leadership Customer Support Healthcare 223

ProfitWell

APRIL 23, 2020

Businesses that are able to retain customers now, at the height of the crisis, will be in a much better position post-crisis. Paused accounts: Many businesses are offering to pause accounts for short periods of time to reduce immediate churn. Short-term plays are what’s required to reduce churn for the time being.

Payment Methods 110

Payment Methods Retention Payment Solutions Payments 110

ProfitWell

APRIL 8, 2020

Maximizing value for your customers is the best way to reduce churn and improve retention. Good analytics software will provide you with plenty of data to help you make informed decisions about your business practices. These data points are useful for many different aspects of your business.

Customer Success 72

Customer Success Churn Acquisition Subscription 72

ProfitWell

APRIL 21, 2020

Reflects user growth and business health: When people tell you how important measuring MAU is delete, this is what they will be talking about. If your number of monthly active users is going up every month, then your business is growing. With numbers that extreme, the problem will be obvious in other metrics, such as churn.

Churn 72

Churn Metrics Acquisition Banking 72

BrightBack

APRIL 6, 2020

The subscription industry is facing intense change as the landscape matures and companies race to stop customer churn related to the Covid-19 pandemic. In our 2020 State of Industry report , 93% of leaders at subscription businesses said they view retention as being just as or more important than acquisition.

Subscription 59

Subscription Payment Features Retention Payment Methods 59

Sage Intacct

APRIL 22, 2020

Our software community requires new strategies to stay ahead of the curve in this rapidly changing business environment caused by Covid-19. So, we created a virtual Sage Intacct Modern SaaS Finance Summit to help you navigate managing cash, churn, expenses, and forecasting.

Venture Capital 80

Venture Capital Forecasting Finance Churn 80

ChurnZero

APRIL 21, 2020

This is a guest blog post by Anita Toth,Chief Churn Crusher. The more your team feels supported and they understand their unique role in helping the business succeed during this time, the better they can serve your customers. . Not only at work but in their personal lives. Conclusion.

Customer Success 97

Customer Success Strategy Churn Customer Support 97

ProfitWell

APRIL 16, 2020

If they are not successful in doing that, then it is unlikely that your business will be a success either. Customer support team members engage in a number of activities that help ensure customer satisfaction and improve business outcomes for your SaaS product. Why subscription businesses NEED a customer success team.

Customer Success 59

Customer Success Acquisition Churn Software Review 59

ChurnZero

APRIL 17, 2020

Today we are unveiling a new churn monster to talk about this all too real churn risk – the Black Swan. A Black Swan churn monster is a customer who is affected by an unforeseen and very unpredictable circumstance with potentially severe consequences and widespread impact. Churn Monster #1 – Disengaged Customer.

Churn 52

Churn Payment Services Underperforming Technical Team Travel 52

ChurnZero

APRIL 8, 2020

These have become a non-negotiable step in the initial vendor consideration stage, because buyers want to understand the business value their peers are getting out of tools they may be considering—as well as, of course, more detailed insights around available features, ease of use, and pricing. developing customer advocacy is a must.

Retention 81

Retention Software Review Customer Success Churn 81

ProfitWell

APRIL 17, 2020

Customer success programs are one of the most vital aspects of keeping your KPIs where you want them while operating a SaaS business. Though there may be other methods that are unique to your product or business model. If your customers are only using your product for a few minutes at a time, then they are very likely to churn.

Customer Success 61

Customer Success Churn SaaS Payments Payment Solutions 61

ChurnZero

APRIL 22, 2020

About ChurnZero: ChurnZero helps subscription businesses fight customer churn. Its software solutions allow businesses to understand how their customers use their product, asses their health and their likelihood to renew, and give businesses the means to personalize the customer experience through timely and relevant touchpoints.

Technical Review 75

Technical Review Venture Capital Software Review B2B 75

User Pilot

APRIL 9, 2020

The exit (or churn) survey. NPS microsurveys ( Net Promoter Score ) – for collecting satisfaction levels of your users, so you can continue improving your product and reduce churn. Churn feedback microsurveys. The one or two short questions you ask in your welcome screen. The NPS survey. The small feedback window.

Underperforming Technical Team 98

Underperforming Technical Team Churn Scale Onboarding 98

Sage Intacct

APRIL 3, 2020

So, we created a virtual Sage Intacct Modern SaaS Finance Summit to help you navigate cash management, churn, expenses, and forecasting. For our first session on April 2, we gathered a panel of experts to discuss how they are staying ahead of the curve in this rapidly changing business environment caused by the Coronavirus.

Forecasting 58

Forecasting Finance Churn Software 58

Valuize Consulting

APRIL 7, 2020

The previous example of outcome selling will have you acquiring customers who are at high risk of churn from day 1 of their subscription with your company. They’re designed based on the overarching customer profile that your business wants to acquire and is capable of delivering value to. Reduce revenue and logo churn.

Software Engineering 52

Software Engineering Sales Enablement Churn Engineering 52

ChurnZero

APRIL 14, 2020

All business models rely on one thing: the people who like your product or service, buy it, and keep your company afloat. The rapport you keep with your customers is mission-critical to the success of your business. Firstly, feedback of any kind will help your business to grow as time goes on. What is customer feedback?

Systems Review 81

Systems Review Branding Social Media Churn 81

ProfitWell

APRIL 2, 2020

There's little doubt: subscription businesses have proliferated the market. Many current and potential subscription business owners view this as a positive thing; but how helpful is an audience that's tired of what they're being fed? Subscription businesses should tailor their offerings and services with this in mind.

Subscription 67

Subscription Payment Features Customer Lifetime Value Payment Services 67

ProfitWell

APRIL 1, 2020

The company selling the white-label software will place their logo and trademarks on it, but the software’s IP is owned by another business. Re-sellable SEO services are more popular than SEO software, simply because most business owners don’t have the time to research how to do SEO professionally. 4 common white-label SaaS products.

Payment Solutions 59

Payment Solutions SaaS Payments Payments Payment Services 59

ProfitWell

APRIL 3, 2020

Daily active users is a key metric you should follow when you’re in the subscription business. If your DAU is starting to fall, you could be on the verge of churn. SaaS brands alike need to understand this metric to uncover areas for improvement and spot when and where churn is about to happen. What are daily active users?

Technical Review 43

Technical Review Churn Subscription Payment Features 43

Sales Hacker

APRIL 21, 2020

Whether your company has paused hiring, topgrading, still hiring, or will be in the future, having the right people for your business and stage will ALWAYS be a priority. Let me be clear, not all candidates are created equal, and not all businesses need the same thing. The power of a scorecard reduces the margin for error.

Sales Hiring 93

Sales Hiring Interviewing Sales Recruiting Underperforming Technical Team 93

ProfitWell

APRIL 8, 2020

Because we've collected the largest churn dataset in the world, and we've found some intel that's troublesome. Now more than ever, companies need to shift to subscriptions to thrive.” - Amy Konary, VP of Business Innovation and Chair of the Subscribed Institute at Zuora. Zuora (& the SSG) to the rescue.

Subscription 52

Subscription Payment Features Benchmarks Retention 52

ProfitWell

APRIL 20, 2020

First up, we see big news for BlueJeans , the experts in business-to-business video communication. Verizon is aiming to bolster its business group in its quest to pitch new applications of wireless technology to its largest corporate customers. Listen wherever you get podcasts: Top B2B SaaS news. BlueJeans x Verizon.

Wireless 52

Wireless Software Review Venture Capital Technical Review 52

ChurnZero

APRIL 3, 2020

Q&A: Unpacking the Power of the Executive Business Review. Enter the Executive Business Review (EBR)—aka the Quarterly Business Review (QBR). EBRs facilitate customer alignment on business objectives and outcomes as well as allow you to learn about customer initiatives and opportunities. Q&A Recap.

Technical Review 52

Technical Review Software Review Business Scale 52

OpenView Labs

APRIL 20, 2020

COVID-19 has disrupted many businesses. Focusing in on the pricing actions, HubSpot did three key things: They reduced prices for small businesses (note that this is targeted on one group and not a broad brush approach). This offer is for 12 months—long enough to hook customers and reduce churn. They relaxed usage limits.

Pricing 52

Pricing SaaS Payments Payment Solutions Payment Methods 52

ProfitWell

APRIL 7, 2020

Revenue is the most common metric used to measure the growth rate of a business. Market growth can indicate your business’ long term sustainability because if your company is experiencing low sales compared to other companies in your market, it will prove that you need to investigate why your product isn’t competing as well.

Metrics 52

Metrics Trends Revenue SaaS 52

OpenView Labs

APRIL 10, 2020

This Harvard Business Review article from 2009 is your one stop shop “playbook” for tough times. It only seems like overkill until you realize that over the next few quarters things will change very fast (churn, revenue target misses, and cash burn). Financial Resources. Playbook for Tough Times .

Marketing 52

Marketing Benchmarks Government Trends 52

ChurnZero

APRIL 10, 2020

The Pandemic Work Model for Renewing Recurring Revenue – A poll conducted this month suggests that Renewal Specialist and CSM organizations are built to thrive in a remote / digital business environment. 7 Loyalty Program Types: Which Is Right For You? 7 Loyalty Program Types: Which Is Right For You? –

Customer Success 61

Customer Success Onboarding Communication Churn 61

ProfitWell

APRIL 28, 2020

This pricing model can be a win-win for both the consumer and the business. It allows the consumer access to software they previously could not afford and allows the business to focus on more efficient incremental development and potentially get more money over a longer period of time. Opportunities for customer acquisition.

Subscription 54

Subscription Payment Features Software Pricing 54

OpenView Labs

APRIL 22, 2020

New business pipeline has fallen off a cliff and will likely remain depressed through 2020. Churn rates are starting to tick up, and not only for businesses with a customer concentration in hospitality or travel. Yes, many businesses are reeling from the current crisis. It’s worth revisiting the conversation.

Payments 54

Payments Pricing Payment Methods SaaS Payments 54

Intercom, Inc.

APRIL 14, 2020

This has long been one of the most popular topics on Inside Intercom, and over the years we have examined retention from a number of different perspectives – from measuring net dollar retention to understanding activity churn; from cohort analysis to re-engagement messaging strategies. Reduce churn by re-engaging your customers.

Retention 245

Retention Customer Lifetime Value Churn Acquisition 245

SmartKarrot

APRIL 24, 2020

In B2B businesses, we often use the 80-20 rule that says, 80% of the profits are incurred from 20% of the customers. As a SaaS business, you’d have often tried to make your service ‘good for everyone’. As a matter of fact, it never really benefits your business. 5% of customer retention results in 75% of business profits.

SaaS 12

SaaS B2C Scale Customer Success 12