SaaStr

DECEMBER 29, 2019

Salesforce likes to talk about “Customers for Life”, and while that’s sort of catchy, it’s a little hard to grok what it really means. At EchoSign, now Adobe Sign, there’s a large group of well-known customers that I closed, Back in The Day … that now have been customers for 10 years.

Scale 344

Scale Churn Construction SMB 344

ProfitWell

JANUARY 3, 2020

ACV , on the other hand, is the value of subscription revenue from each contracted customer, normalized across a year. ACV looks at one customer in particular and sees what the expected payout over a year is. For example, if a customer signs a five-year deal with you for $50,000, then your ACV for a single year would be $10,000.

Customer Lifetime Value 54

Customer Lifetime Value Scale Churn Payment Features 54

OPEXEngine

DECEMBER 31, 2019

It tells you what percent of revenue from current customers you retained from the prior year, after accounting for upgrades, downgrades, and churn. Formulaically it’s beginning of period revenue + upgrades – downgrades – churn all divided by beginning of period revenue. So what’s a good level of net retention?

Benchmarks 49

Benchmarks Retention Churn Customer Success 49

Totango

JANUARY 2, 2020

As the economy continues to become more digitally-based, customer data becomes more valuable and accessible than ever. To operate without insight into your customers’ preferences or behaviors is to work in the dark; it’s both ineffective and inefficient, leaving far too much up to chance. How Customer Data Insights Inform Next Steps.

Data 71

Data Systems Review Onboarding Churn 71

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Customer onboarding is a very crucial – yet sometimes overlooked – step in the customer journey. A successful customer onboarding process improves efficiency, increases capacity and decreases churn.

Onboarding

ChurnZero

JANUARY 3, 2020

Out of 20 solution providers included in G2’s Winter 2020 Momentum Report for Customer Success Software, ChurnZero has received the highest Momentum Score, based on exceptional customer satisfaction and market growth, reinforcing ChurnZero’s position as the pacesetter in the Customer Success industry.

Customer Success 69

Customer Success Venture Capital Software Review Technical Review 69

SaaStr

DECEMBER 31, 2019

And one of the challenges with enterprise software is there’s a lot of face time and there’s a lot of time spent on the customer, typically a little less spent with the users. And we actually see customers ask us a lot around, “Hey, what is my active usage looks like?” Ciara : Cool, Shanee.

Enterprise 131

Enterprise Underperforming Technical Team Scale B2B 131

Advertiser: ZoomInfo

The evolution of every high-functioning, effective customer success strategy centers around three C’s: connected experiences, an engaging customer journey, and a culture built on customer-centricity. Develop an effective customer health scoring model to mitigate churn and identify opportunities across your customer base.

Customer Success

Advertiser: Vanilla Forums

As the eyes and ears of an organization, Customer Success can drive acquisition, expansion, and retention. But without a clear understanding of a product’s capability, or the value it creates for customers, churn is unavoidable.

Customer Success

Speaker: Jamie Bernard, Sr. Product Director and Product Management Practice Lead at Nexient, an NTT Data Company

Creating new software and releasing it into the marketplace to achieve wild success is the dream! The act of onboarding the customer – and putting the customer first during this onboarding – seems like a no-brainer thing to get right, but so many get it wrong. Examples of successful product onboarding strategies.

Onboarding