SaaStr

JUNE 24, 2020

When I started blogging on SaaStr.com back in 2012 (!), They keep buying more from you, and the net retention is positive. I’ve been investing just long enough now to see start-ups fall out of product-market fit. I didn’t really think this happened. One reason is low NPS and a poor product. More on that here.

Product Marketing 363

Product Marketing Sales Hiring Marketing Startup 363

SaaStr

AUGUST 5, 2020

We’ve been through ups-and-downs in SaaS since 2012 (the start of SaaStr), flash crashes, multiple contractions, as well as the crazy bull run of 2020. You know your new growth rate, your new retention rate, your new churn rate. And almost entirely, I’ve tried to stay out of Debbie Downerisms. It’s time to start.

Airlines 363

Airlines Government Entertainment Travel 363

SaaStr

APRIL 28, 2022

Our second SaaS blog post ever, in 2012 (updated after) was “Want to Understand SaaS? And it doesn’t put retention as goal #1. Your gross revenue retention — what % of the revenue base a CSM has at the start of the year that you retain, before upgrades and growth. Their job just becomes: Just. Don’t.

Customer Success 257

Customer Success Metrics Scale Retention 257

SaaStr

AUGUST 19, 2023

When put front and center, a community can be a great acquisition channel, product feedback mechanism, brand differentiator, retention lever, and growth moat. However, building and nurturing a community takes time – relationships cannot be an afterthought.

Software 245

Software Business Social Media Government 245

SaaStr

MARCH 10, 2021

But they hit their stride in 2012 as mobile took off, enable construction project management software to finally really work in the field. And gross retention stayed high at 95% — the same as pre-Covid. The first 10 years were actually pretty challenging … the company was founded way back in 2002. Not just in the office.

Construction 276

Construction Scale Pricing Mobile 276

SaaStr

OCTOBER 7, 2022

Founded in 2012, Figma was valued at $10 billion in its last funding round in 2021. The revenue quality and retention rates are more a part of conversations now. Despite the negativity, there are reasons to be optimistic about the market—particularly after Adobe’s Figma acquisition. Startups and the need for an engaged board.

Venture Capital 257

Venture Capital Marketing Construction Startup 257

Tom Tunguz

JUNE 9, 2015

The upsell rate was 36%, 31% and 30% for the years ended December 31, 2014, 2013 and 2012, respectively. The Upsell rate is the calculation of the dollar retention or negative net churn figure , and is commonly used by SaaS startups. ServiceNow’s renewal rate is a great replacement for unit renewal.

Churn 100

Churn SaaS Retention Startup 100

SaaStr

JUNE 6, 2021

Learning 5: Shoot For the Highest Logo Retention Possible. ServiceNow has an incredible 99% logo retention rate. Their largest customers have grown 5x since 2012. At some point, you will need to monetize, but don’t be afraid to give your customers breathing room beforehand. Enter your email below for the latest SaaStr updates.

Enterprise 160

Enterprise Pricing Retention Revenue 160

Tom Tunguz

AUGUST 26, 2014

Field 2011 2012 2013. Retention Rate 71.6% On a relative basis, however, HubSpot is closer to the median up until 2012. ARPC 5,395 6,580 7,752. CAC 6,671 8,279 11,645. Sales Efficiency 0.47 Payback Period (yrs) 2.2 Above, I’ve copied the unit economics data from the S-1.

Benchmarks 113

Benchmarks SMB Metrics SaaS 113

BrightBack

APRIL 6, 2020

While many subscription companies were already turning to customer retention as a new lever for growth in 2020, current events emphasize the urgent need to consistently improve the customer experience in order to retain subscribers long term. The subscription industry is entering a retention-led phase of growth.

Payment Features 59

Payment Features Subscription Retention Payment Methods 59

Practical Advice on SaaS marketing

JUNE 1, 2012

Software Equity Group reports that in the first quarter of 2012, 64 SaaS companies were acquired. Customer support: They know that customer support goes beyond providing help; It's critical to renewals, upsets and retention. Another week, another software-as-a-service (SaaS) acquisition. Keeping pace, SAP purchased Ariba for $4.3

Acquisition 100

Acquisition SaaS Finance Customer Support 100

Brian Balfour

FEBRUARY 7, 2017

Andy Carvell joined SoundCloud in 2012, when the company was just over 80 employees and 10 million monthly active users. Andy’s last role just before leaving SoundCloud was running the user retention team there. He focused on driving retention of users, both new users and driving more repeat and returning user.

Mobile 62

Mobile Retention Benchmarks Underperforming Technical Team 62

Neil Patel

OCTOBER 14, 2020

Hashtags May Affect Audience Retention. This action lowers your audience retention. McDonald’s found this out in 2012 when a hashtag they created for Twitter backfired. There are four main groups of policies: spam and deceptive practices sensitive content violent or dangerous content regulated goods. Conclusion.

Social Media 145

Social Media Branding Retention Engineering 145

Point Nine Land

JUNE 18, 2023

Everything you always wanted to know about cohort analysis (but were afraid to ask) Back in 2012, I wrote a blog post titled “Know your user cohorts” , which began like this: “One of the most important tools to better understand the usage of a web application — or a service, a game or a mobile app, it doesn’t matter — is a cohort analysis.

SaaS Payments 128

SaaS Payments Payment Services Payments SaaS 128

FastSpring

SEPTEMBER 2, 2020

By the time Q2 of 2012 hit, it had dropped by 2%. Average retention time in months or years = LTV. .” Here’s what their formula looked like: Notice any big changes? In between Q1 of 2011 and Q2, HubSpot dropped their monthly churn rate by nearly 1%. In doing so, their LTV tripled. Here’s an example.

Scale 148

Scale Payment Methods Payments SaaS Payments 148

Neil Patel

JANUARY 4, 2023

It’s the third iteration of Google’s analytics offering and has been out since 2012. Well, as you can imagine, a lot has changed since 2012, and Universal Analytics — at least in Google’s eyes — has become outdated. Data Retention Settings. Unfortunately, data retention via UA has always been very limited.

Payment Methods 84

Payment Methods Payments Payment Services Payment Solutions 84

SaaStr

JULY 1, 2021

Sam : We funded all three of these companies in our Winter 2012 batch. Spencer : Retention is a better long term predictor of success than growth. The thing that is predictive of both success and failure is great retention and a high NPS in users that love a product, or a lack of that. Thank you all for having me here.

VP of Engineering 286

VP of Engineering Sales Hiring Sales Recruiting Underperforming Technical Team 286

ProfitWell

SEPTEMBER 16, 2019

When we started ProfitWell back in 2012, freemium wasn’t our first choice. Freemium products positively impact retention and customer satisfaction. It also has the potential to boost retention and NPS scores. Customers who converted from a freemium product typically have 10% to 15% higher net retention.

Acquisition 99

Acquisition Revenue Scale Retention 99

Neil Patel

MARCH 17, 2021

For this article, I’m using the definition from Pew Research Center, which categorizes anyone born from 1997 to 2012 as part of Gen Z. What’s more, they were hit particularly hard by the 2020 COVID-19 pandemic in terms of job retention. What Is Unique About Generation Z?

Social Media 145

Social Media Advertising Sales Recruiting Branding 145

OpenView Labs

JANUARY 19, 2022

What type of large-scale industry events would Calendly have attended in 2012 in order to get more users? Predictive of user retention. So, how can you level up your retention? However, there are some tremendous present day examples of how these tactics have driven retention for companies such as HubSpot and Asana. .

Scale 104

Scale Underperforming Technical Team Sales Hiring Marketing 104

Intercom, Inc.

JANUARY 25, 2023

Although PLG is usually associated with free trials or freemium models, it’s a holistic strategy that goes beyond acquisition and can impact the entire customer lifecycle by digging into deeper parts of the funnel, tackling retention, expansion, and preventing the dreaded leaky bucket. I started my own company back in 2012.

Sales Hiring 118

Sales Hiring Scale B2B Acquisition 118

ProfitWell

FEBRUARY 4, 2020

A fascination with problem solving is what led me, Founder and CEO, to start ProfitWell in 2012. This can range from help with pricing, retention, and churn, as well as providing subscription financial metrics so a customer can see everything that is going on from acquisition all the way through to retention.

CTO Hire 98

CTO Hire Sales Hiring New CTO CTO 98

SaaStr

FEBRUARY 26, 2019

Ryan Smith: The backstory here is we turned down an acquisition offer for $500 million in 2012. I know that’s weird here, but we didn’t give away stock till 2012. Jason Lemkin: Oh, since 2012. You do it right and you can rewrite this headline in a few years and the number goes up. Jason Lemkin: Oh, I see.

Acquisition 142

Acquisition Sales Recruiting Scale Sales Hiring 142

SaaStr

MARCH 11, 2019

Here’s what Jason and Ryan talk about: Why did Qualtrics turn down a $500M acquisition offer in 2012? I know that’s weird here, but we didn’t give away stock till 2012. Jason Lemkin: Oh, since 2012. Missed the session? What did Qualtrics’ path to fundraising look like? How to build lifelong customers.

Acquisition 100

Acquisition Sales Hiring Venture Capital Scale 100

Chart Mogul

OCTOBER 9, 2020

While 2012 saw notable SaaS experts questioning the Freemium model , fast forward to 2020 and buyers now expect to have access to a free, ungated version of a product, or at the very least, access to a free trial. Net MRR Retention (or Net Dollar Retention) for free-to-paid customers.

Scale 83

Scale Churn Metrics Acquisition 83

OPEXEngine

NOVEMBER 11, 2020

Accurately forecast revenue retention and expansion. Ultimately, health scoring is just another tool in the toolbox; it’s not a command center,” says SaaSWorks ’ Head of Operations Michael Redbord, who previously built HubSpot’s first customer health scoring system back in 2012. “It Do you have a retention issue?

Startup 91

Startup Scale Systems Review Technical Review 91

Frontegg

MAY 27, 2021

Product-Led Growth (PLG) is a consumer-centric scaling, conversion, and retention philosophy that uses the product itself as the primary growth driver. Founded: 2012 Known customers: Amazon, Louis Vuitton, Global Citizen, Hilton Worldwide Price starts at: $35/month. #9 You even get interactive video conversation makers.

Payment Solutions 98

Payment Solutions SaaS Payments Payments Scale 98

Casey Accidental

NOVEMBER 28, 2023

Retention decreases. (-) 2015: Data network effects kick in (+) While friend graph ceases to work, Pinterest now has the scale of content to recommend great content just based on users’ interests. Retention improves again. (+) Pinterest pauses all U.S. Moves to interest, not friend based discovery.

Payments 63

Payments Scale Payment Methods Underperforming Technical Team 63

Intercom, Inc.

JULY 21, 2022

Liam Geraghty: From the very start, Intercom’s mission has always been to make internet business personal, so it’s not surprising that we’ve been podcasting for a long time; since 2012, in fact. Then, they end up crashing back to earth because they don’t have strong retention.

Outsourcing Services 216

Outsourcing Services Sales Hiring CTO Hire Acquisition 216

ChurnZero

AUGUST 25, 2020

Don’t just limit yourself to searching hashtags like #CustomerSuccess and #retention. Godard Abel, G2 Godard ( @godardabel )is CEO of G2 , a business software review website he co-founded in 2012. Twitter can be a goldmine for discovering the latest Customer Success trends and strategies.

Scale 69

Scale Technical Review Venture Capital Software Review 69

OpenView Labs

NOVEMBER 20, 2019

What started as a single public product-led company in 2012 is now 21 public product-led companies and over $200B in enterprise value. Everyone focuses on growth, but without retention, it’s nearly impossible to grow. Retention is the result of customer obsession. The bucket is simply too leaky.

VP of Engineering 63

VP of Engineering Retention Customer Success Branding 63

ProfitWell

MARCH 9, 2020

The subscription-based economy grew 350% between 2012 and 2019, and subscription businesses grew revenues about five times faster than S&P 500 company revenues during that time. ProfitWell Retain helps reduce churn, increase retention, and boost profits. Challenges to subscription marketing. Keep your customers with ProfitWell.

Payment Features 64

Payment Features Subscription Payment Methods Marketing 64

SaaStr

OCTOBER 22, 2019

How do you manage revenue retention focusing on small businesses? How do you manage revenue retention knowing that businesses are more likely to go out of business? We have customers who borrowed from us in May of 2012 that are borrowing more today than they did then. Anybody else have any other questions? inaudible 00:19:56].

Payment Methods 111

Payment Methods Outsourcing Services SaaS Payments Business 111

Neil Patel

JANUARY 24, 2023

Google Analytics 4 makes it easy to see how many visitors are coming back with its range of Retention Reports. In 2012, the average organic reach of a page was 16 percent. The ratio of returning visitors to total visitors is a key metric for answering the question, “Is my content good enough that people are coming back for more?”

Content Marketing 123

Content Marketing Metrics Payment Methods Marketing 123

User Pilot

MAY 19, 2021

The company has built 9 businesses since 2012, ventures that range from music law contracts to artificial intelligence chatbots. To increase awareness, they take advantage of notable Saas influencers like Neil Patel and platforms like Hubspot to increase their organic search presence and website traffic.

B2B 119

B2B Marketing SaaS Social Media 119

ChurnZero

MARCH 3, 2020

Since 2012, the annual INBOUND event has grown to 26,000+ attendees from over 110 countries. The conference features a Customer Service track that focuses session content on Customer Success, Account Management, customer experience, customer feedback, customer loyalty, and customer retention.

Customer Success 72

Customer Success Technical Review Sales Hiring Scale 72

Chart Mogul

OCTOBER 9, 2020

While 2012 saw notable SaaS experts questioning the Freemium model , fast forward to 2020 and buyers now expect to have access to a free, ungated version of a product, or at the very least, access to a free trial. Net MRR Retention (or Net Dollar Retention) for free-to-paid customers.

Scale 52

Scale Churn Metrics Acquisition 52