Tom Tunguz

NOVEMBER 6, 2021

For a company with a longer payback, the payback period implicitly assumes a successful renewal to achieve the same positive effect on the company balance sheet. The payback period metric doesn’t capture the difference in the quality of the revenue/cash collections. per year which incidentally costs less than venture debt).

Sales Hiring 343

Sales Hiring Scale Payments Payment Solutions 343

SaaStr

AUGUST 6, 2021

Sean’s product department is responsible for engaging and delighting users—for making the happy customers that become the proponents of the brand. Julie finds ways to amplify the happy customer voices and to harness them to brilliantly drive more sales. Putting customers in charge of the journey.

Product Marketing 264

Product Marketing Marketing B2C Strategy 264

SaaStr

NOVEMBER 27, 2021

If this is your first SaaS company, you may not have ever hired or built a Customer Success team. If you hire a great, experienced Client Success leader as your first hire here, and you like him/her, and the experience is on point — my guess is you’ll be fine. — Jason BeKind Lemkin (@jasonlk) November 29, 2021.

Sales Hiring 244

Sales Hiring Customer Success Scale Customer Lifetime Value 244

Intercom, Inc.

JANUARY 5, 2021

” The secret to shipping successful product, then, is clearly defining for your team the problem that you’re setting out to solve. A problem statement focuses on what the customer needs, not what you think the solution should be. 1: The outcome the customer wants. A great problem statement supercharges product development.

Transportation 279

Transportation Travel Underperforming Technical Team Finance 279

SaaStr

JULY 29, 2021

Q: What are the top 20 pieces of advice for building a successful SaaS startup? Do at least 20–30 customer interviews before you start writing too much code. Otherwise, you often are building for an imaginary customer. Have confidence that if you get to 10 customers, you can get to 100. Make NPS a top company metric.

Sales Hiring 300

Sales Hiring Sales Recruiting Interviewing Engineering 300

SaaStr

APRIL 22, 2021

As you add your first VPs, build out that sales and success team, it’s a natural time to step back from some of the minutiae. Integrate the product team into on-site customer meetings. Get the product team 100% integrated with customers. Share all the metrics. Which you should. But make sure you still do enough.

Metrics 281

Metrics Onboarding Sales Engagement 281

SaaStr

MAY 16, 2021

SaaS companies thrive on partnerships to share leads, mutually champion brands and collaborate on customer success efforts. The objective could be several things, from lead and revenue sharing, driving visibility or customer success. Then, consider your customer base and look for trends in potential churn responses.

Scale 216

Scale Sales Hiring Sales Funnel Consulting 216

SaaStr

JUNE 2, 2021

Q: What are some tricks software companies use to manipulate churn metrics? If a customer churns in a week, why count them? If we only use your app a few times a year, we may cancel but come back in 90 days again as a paying customer. Segment out your low-end customers (or some other segment). Companies differ here.

Churn 230

Churn Metrics Software Enterprise 230

SaaStr

NOVEMBER 8, 2021

So when building out your forecast, do the math and work backwards to the top of funnel metrics you need under this 20-20-20 framework. #2 The favorable consumption-based pricing metrics on this Battery slide speak for themselves. Customer Success: 5 Top Customer Success Talks at SaaStr Annual 2021.

Scale 296

Scale Cloud Forecasting Pricing 296

SaaStr

MARCH 21, 2021

“The 5 Metrics You Should Track to Maximize Your Company’s Valuation with Tomasz Tunguz” A crowd favorite from SaaStr Build 2021. #4. Catch Gorgias’ secret sauce here across almost 6,000 customers. #9. What’s Support Ops, you ask? Find out here! #3.

Cloud 255

Cloud Scale Customer Success Scaling 255

SaaStr

APRIL 11, 2021

2 “The Secret Sauce to Scaling to $1B: How to Achieve SMB and Mid-Market Success with Zendesk” A great session from two top VPs at Zendesk on how to sell and scale to SMBs and mid-market alike. #3. 4 “SOC 2 Demystified: The Key to Closing Enterprise Deals with Vanta CEO Christina Cacioppo.”

Scale 255

Scale SMB Scaling Retention 255

SaaStr

OCTOBER 30, 2021

Gorgias is the leading contact center for e-commerce and it’s been a fun one to track at SaaS, from 1,000 to 3,000 to now 7,000 customers. Their CEO will join us at SaaSr Scale 2021 on December 15 to talk about using data to get to 10,000 SMB customers! 7 Tips to get 7,000 Customers. It seemed like the best investment! .

Scale 254

Scale Sales Hiring Sales SMB 254

SaaStr

FEBRUARY 4, 2021

Well first let’s examine the things he didn’t do in Those First 90 Days and that couldn’t change, by definition: He didn’t bring in any new prospects or customers that closed in 90 days. The pricing stayed exactly the same, as did the target customer and target deal size. The product didn’t change.

Sales Hiring 343

Sales Hiring Sales SMB Pricing 343

SaaStr

AUGUST 13, 2021

They have to do their own customer, er, LP meetings. How many customers will you need? A Fully Baked Financial Model — Including Crystal-Clear MRR and Operating Metrics. And call out clear metrics that you are counting on — ACV, # Customers Over Time, Cost of Sales & # of Reps, etc etc.

Scale 281

Scale Sales Hiring Venture Capital Headcount 281

SaaStr

DECEMBER 2, 2021

24 SaaStr 195: How To Truly Understand The Politics of Selling to Enterprise, Why Current Org Charts Are Upside Down and What Your Customer Success Team Has To Be Obsessed with Doing with Dan Reich, Founder & CEO @ Troops.ai. #23

Scale 233

Scale Benchmarks Enterprise Leadership 233

SaaStr

MARCH 24, 2021

If you want to hire your first sales rep and close more deals, you need to understand how the sales process works, what tools your team needs to be successful and learn to speak sales. Sales CRM — Software used to streamline pipeline management and safely store customer information, communicate with prospects, and drive more sales.

Sales Hiring 291

Sales Hiring Startup Sales Forecasting 291

Tom Tunguz

DECEMBER 1, 2021

On metrics: Early in Stripe’s history, the company tracked output metrics in dashboards. When the leadership team shifted to set goals, they asked managers to track input metrics ( leading indicators ), operational metrics, and strategic metrics. Who are the customers (internal or external)?

Scale 260

Scale Scaling Payment Services Leadership 260

SaaStr

JULY 11, 2021

You have to love customers and all the struggles and dramas around making and keeping them happy. B2C folks can write off individual customer complaints unless in the aggregate they impact virality, usage, etc. Customers will complain. You’ll have to get on a lot of Zooms and even jets and talk to customers. All the time.

B2C 265

B2C SaaS Revenue Metrics 265

Intercom, Inc.

MARCH 16, 2021

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. Why proactive support is your first line of defense.

Payment Methods 201

Payment Methods Payments Scale SaaS Payments 201

Neil Patel

FEBRUARY 9, 2021

Website users are potential customers. What do you think happens when a customer visits your website and can’t find the answer to their question? On the other hand, creating a seamless experience is likely to result in successful conversions and repeat visits. Measure UX With These Helpful Metrics.

Social Media 136

Social Media Metrics User Experience Consulting 136

FastSpring

JANUARY 7, 2021

Interestingly, these loyal fans of whatever they love so much as children grow up one day to become adult customers one day. Customers who, believe it or not, have the same childhood tendencies of going back to things they love over and over and over. What is customer loyalty? The answer lies in customer loyalty programs.

Customer Lifetime Value 147

Customer Lifetime Value Scale Forecasting Engineering 147

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . Mattias Putman and Ewout Meyns launched PieSync in 2014 with a goal in mind: keep customers satisfied. Mattias and I are very aware that PieSync’s success depends on that of our customers. Sornson said.

Customer Success 98

Customer Success Scale SaaS B2B 98

Totango

MAY 5, 2021

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience.

Data 118

Data Underperforming Technical Team Software Review Technical Review 118

User Pilot

MAY 17, 2021

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? How to measure Product Marketing success?

Product Marketing 98

Product Marketing Metrics Customer Lifetime Value Marketing 98

ChurnZero

AUGUST 3, 2021

No matter what role you are in at your SaaS organization, metrics are key to your success. When looking at metrics, it is important to be able to tie it back to what matters the most to your board and investors – revenue. . Let’s take a look at some metrics that directly measure your company’s revenue performance.

Revenue 98

Revenue Subscription Payment Features Metrics 98

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. In this blog, we’ll look at the keys to building a customer-centric roadmap.

SaaS 97

SaaS Technical Review Retention Benchmarks 97

Neil Patel

JULY 28, 2021

Your content strategy should focus on producing quality content, engaging with your audience, and measuring your successes and failures. Ask yourself if you are creating content to boost brand awareness, generate leads, convert users, attract past customers, improve search ranking results, or something else altogether. Lead Metrics.

Strategy 141

Strategy Development Social Media Sales Funnel 141

Neil Patel

APRIL 28, 2021

At this level, you gain access to limitless test stores, allowing you to customize, learn and hone your craft. Here, you’ll identify which platforms you’re currently using, allowing Shopify to equip you with custom tools. Measuring the Success of Your Shopify Partnership. Enter Your Information. Lead Conversion Rate.

Merchant Services 110

Merchant Services Payment Methods Payments Payment Services 110

ChurnZero

MARCH 30, 2021

As we are always on the lookout for new and interesting Customer Success resources, we thought we’d do a roundup of our favorite Customer Success infographics. . Why Customer Success Matters. Topic: Learn about the importance of implementing a Customer Success program.

Customer Success 98

Customer Success Churn Metrics Communication 98

Baremetrics

JULY 8, 2021

In order to run efficiently, they needed the right tool to analyze data from Stripe and segment their customers. Right away, its analytics tools made it easy to calculate key SaaS metrics and segment customers based on customizable attributes. Stripe’s in-app metrics feature, however, is limited to just five categories.

Payment Services 105

Payment Services Payment Solutions Payments SaaS Payments 105

ChurnZero

SEPTEMBER 10, 2021

We’ve found that, when looking to build a strong team of Customer Success Managers (CSMs), an incentive compensation plan , otherwise called a variable compensation plan , produces the best results. This can be measured by how much they sell, the success of their team, or the success of the organization as a whole.

Compensation 97

Compensation Customer Success Churn Retention 97

Neil Patel

FEBRUARY 8, 2021

One unique and often neglected area is call tracking metrics. Call Tracking Metrics for Inbound vs. Outbound Calls. One crucial factor to consider before deciding on metrics is the difference between inbound and outbound call tracking metrics. Outbound calls refer to the calls your business makes to potential customers.

Metrics 120

Metrics Social Media Sales Hiring Data 120

ChurnZero

JULY 14, 2021

Customer Lifetime Value (CLTV) , also known as, Lifetime Value (LTV), is the gross profit a customer delivers to your business in their lifetime. It is the amount of revenue your business will make from a customer over their average lifetime as a customer. How Do You Calculate Customer Lifetime Value?

Customer Lifetime Value 98

Customer Lifetime Value Scale Headcount Churn 98