Baremetrics

DECEMBER 7, 2023

Benefits of using Expense Categories in SaaS The main expense categories for any SaaS company are: Cost of Revenue Research & Development Sales & Marketing General & Admin These four categories are the standard for describing costs and expenses of any SaaS company from Salesforce to Zoom to your startup.

Merchant Services 90

Merchant Services Startup DevOps as a Service SaaS 90

Incredo

JUNE 25, 2019

With Slack’s basic plan you can create unlimited channels, share files and send messages but with paid plans, you will get customer support, full archive and much more. Dropbox’s annual revenue for 2018 amounted to $1.392 billion (25%+ more than in 2017). #4 SurveyMonkey’s revenue amounted to $254.3

SaaS 236

SaaS Pricing Software Review Acquisition 236

OPEXEngine

JANUARY 17, 2020

To see how COGs and gross margins are changing, take a look at these charts showing SaaS companies that IPO’ed in 2008 versus 2018. Average COGs in 2008 was 40% of revenue at the time of IPO, and gross margins averaged 60%. Customer support. Customer Support. Cloud Operations / Platform Support.

Outsourcing Services 53

Outsourcing Services Trends Outsourced Development Technical Review 53

ChurnZero

JANUARY 4, 2019

In 2019, Customer Success will rely on eliminating fragmentation and allowing people to access content and services seamlessly across all devices.” – Annie Dossey, Content Marketing Manager, Clearbridge. The distinguishing factors of CSPs (rather than Account Plans) are: Owned by the customer and collaborated on with the CSM.

Customer Success 73

Customer Success SaaS Payments Payment Services Payment Solutions 73

OpenView Labs

JANUARY 29, 2020

Editor’s Note: This article was first published on August 9, 2018. Not satisfied with reaching $1 billion in annual revenue, Atlassian furthered its commitment to product led growth by jumping on the freemium bandwagon. Or, is it a high risk, dead-end approach likely to burden you with runaway costs and few paying customers?

Pricing 82

Pricing Payments SaaS Payments Payment Solutions 82

FastSpring

MARCH 5, 2019

To do that, you have to really know your customer: how they think, how they speak, and what they need and desire. Your website is stunning, your email campaigns look great, and your customer support forum is looking snazzy, too. It’s usually based on gross revenue limits or a number of sales transactions.

Payment Methods 68

Payment Methods Payment Services Payments SaaS Payments 68

ChurnZero

JANUARY 4, 2019

In 2019, Customer Success will rely on eliminating fragmentation and allowing people to access content and services seamlessly across all devices.” – Annie Dossey, Content Marketing Manager, Clearbridge. The distinguishing factors of CSPs (rather than Account Plans) are: Owned by the customer and collaborated on with the CSM.

Customer Success 49

Customer Success SaaS Payments Payment Services Payment Solutions 49

SaaStr

NOVEMBER 2, 2019

How does your customer success and customer support functions change with the move to enterprise? Billion story from its launch in 2008 to its 2018 acquisition by Recruit Holdings. How do you think about services revenue streams today in SaaS, especially when scaling into enterprise?

Scale 124

Scale SaaS Payments Sales Recruiting Payment Services 124

Neil Patel

JANUARY 12, 2021

So, when Google announced its decision to start phasing out Google Plus due to low usage in 2018, it made sense. A potential boost in search result rankings, revenue, and valuable insights about your customers. Provide instant customer support. 5 Social Media Platforms That Replace Google Plus for Local Businesses.

Social Media 111

Social Media Business Sales Hiring Branding 111

BetterCloud

AUGUST 2, 2018

On June 28, 2018, California adopted what is considered the strictest general privacy and data security law (also known as AB 375) in the country. CCPA in several sections resembles the General Data Protection Regulation (GDPR) , which began enforcement on May 25, 2018. What is CCPA, and why should I care?

Data 40

Data Systems Review Technical Review Outsourced Development 40

User Pilot

JULY 12, 2021

Customer email correspondence is an evergreen venue for providing personalized customer support and helping users meet their goals via your product. What is customer retention analytics? Customer retention analytics is when you examine the data gathered to understand the factors that drive customer retention and churn.

Retention 98

Retention Technical Review Software Review Churn 98

SaaStr

OCTOBER 31, 2019

2018 saw about $44 billion of value added to the public markets, companies like Dropbox, companies like DocuSign, and that has continued now into 2019. and, now, Salesforce buying Tableau, so that trend has continued. In the public markets, a very similar story, these are… This is 61 billion that was added in around the last 17 months.

Cloud 100

Cloud Scale AWS Machine Learning 100

ProfitWell

APRIL 8, 2019

Let Customers Help Themselves We’re all about that DIY life, and so are customers, which is why a customer portal that allows folks to complete their own troubleshooting is a no brainer. Freshdesk explains why: for reasons like providing multi product and multi lingual support, plus analyzing the impact of your resources.

Subscription 45

Subscription Payment Features Machine Learning Artificial Intelligence 45

ProfitWell

NOVEMBER 1, 2019

And when you’re ready to get more advanced with your feedback collection, you can check out what we learned from sending over 5 million customer development surveys. Deliver exceptional customer support. Customer expectations are higher than ever, and poor service costs businesses massive profits.

Retention 56

Retention Strategy Underperforming Technical Team SaaS 56

Baremetrics

JANUARY 24, 2021

Revenue churn vs. customer churn Up until January 2020, almost all of our growth over the past 5 years had been generated through a pretty traditional sales-led growth strategy. Due to this style, the customers that we converted were very loyal. This means that our revenue churn was very low.

Churn 71

Churn SaaS Payments Payment Methods Payment Solutions 71

SaaStr

OCTOBER 15, 2019

Cold calling to set up demos has never worked for Mapistry, but we’ll share with you some of the strategies that have allowed us to increase our qualified lead flow by more than 400% and increase our sales ops by more than 3x in 2018. So one place would be in your customer success organization. Want to see more content like this?

Underperforming Technical Team 147

Underperforming Technical Team Sales Hiring compliance SMB 147

FastSpring

AUGUST 11, 2020

In this comprehensive guide, we’re going to take a deep dive into: What is subscription revenue? What are the advantages of using subscriptions as a revenue model? How to move to a subscription revenue model. How to calculate your subscription revenue. What is subscription revenue? Let’s get selling.

Payment Features 93

Payment Features Payments Payment Methods Subscription 93

The Marketing & Growth Hacking Publication

NOVEMBER 3, 2020

Given this, research by “We Are Social and HootSuite” shows that the number of global social media users in 2018 increased by 13% year-on-year to over 3 billion. According to a study, almost 80% of consumers message businesses on social media for one main reason; to get customer support. Source graphic via SproutSocial.

Social Media 52

Social Media Software Review Mobile Growth Hacking 52

SaaStr

SEPTEMBER 15, 2023

So, if he wanted to hire customer support, it could be a biomechanical engineer. They released many more products, with Freddy AI in 2018 and, as of last month, launched the Freshworks Customer Service Suite, which is an omni-channel for B2C to engage with customers on Instagram and other places.

Sales Hiring 224

Sales Hiring Scale SMB AI 224

yoursales

JANUARY 28, 2022

Drive Revenue. Gong.io - the Revenue Intelligence Platform for Sales. Wingman - Get Insights, Get Intelligence, Get Revenue. Xtatio - Sell better with real-time insights from customer meetings. Influitive - Customer-Powered Growth. Salesflags - Revenue-growing Social Engagement for Sales Teams.

Scale 111

Scale Payment Methods Payment Solutions Sales Recruiting 111

SmartKarrot

FEBRUARY 16, 2022

Companies with a greater focus on customer satisfaction have 1.5x When served with a positive customer experience, 72% of consumers tend to share it with at least six. An organization can increase its revenue by 10-15% by improving its CX. 74% of customers are likely to buy a product based just on a favorable CX.

Social Media 10

Social Media Technical Review Business Artificial Intelligence 10

yoursales

JANUARY 29, 2021

Drive Revenue. StoryDimensions - Capture, Develop and Deliver Customer Stories … at Scale. Gong.io - the Revenue Intelligence Platform for Sales. Wingman - Get Insights, Get Intelligence, Get Revenue. Xtatio - Sell better with real-time insights from customer meetings. Apollo - Data-driven revenue growth.

Scale 104

Scale Payment Methods Payment Solutions Sales Recruiting 104

SmartKarrot

JANUARY 5, 2021

Throughout all his phenomenal pieces of work in the Customer Success domain, Andrew has strategically drafted a brilliant approach towards leveraging Customer Success for business growth. Making it to the Top 25 Customer Success Influencers in 2020, Kristi has turned the tables for hyper-growth B2B SaaS companies. Julie Hogan.

VP of Engineering 21

VP of Engineering Customer Success Scale Technical Review 21

FastSpring

JANUARY 31, 2023

In 2018, the United States Supreme Court ruled that states may charge sales tax on purchases made from out-of-state sellers (including online sellers), even if the seller does not have a physical presence in the taxing state. Some companies only provide personalized support to their largest clients and practically ignore small businesses.

Payment Services 139

Payment Services Payment Methods Merchant Services Payment Features 139

Intercom, Inc.

JULY 21, 2022

Rachel now leads the marketing team at Notion, but back then, in 2018, Rachel was head of growth marketing at Slack. Things like media companies, finance companies, retail companies, sales functions, marketing functions, and customer support. In 2018, we’re going to focus on the more typical demand gen functions.

Outsourcing Services 215

Outsourcing Services Sales Hiring CTO Hire Acquisition 215

ChurnZero

JANUARY 8, 2021

For the first time in its functional establishment, Customer Success was pressure-tested and forced centerstage – as new business evaporated, budgets constricted, and at-risk customers grew tenfold. As Alida’s Chief Customer Officer, Jason leads the global customer success organization, customer support, and services businesses.

VP of Engineering 98

VP of Engineering Customer Success Scale Healthcare 98

ProfitWell

JUNE 12, 2019

After all, experience is what makes customers happy and excited to come back and use the product again. In her talk at our recent Recur conference in Boston, Kristen Craft, the Chief Revenue Officer at Tettra, shared how they decided to ditch their free-trial pricing strategy and adopt a freemium pricing model instead.

Pricing 47

Pricing Business Social Media User Experience 47

SaaStr

MAY 14, 2019

And recently you released plans to reach a billion of revenue next year. Zendesk, we had our Q4 in 2018 earnings call yesterday. We ended just shy of $600 million dollar in revenue for the year. Mikkel : Our business, we started out helping customers with very basic customer support. Mikkel : 2020.

Cloud 175

Cloud Sales Recruiting Scale AWS 175

Chart Mogul

NOVEMBER 15, 2019

I was the first full-time customer success hire at ChartMogul. 4 years later, we’re a team of 7 people split between 3 sub-teams ( customer advocacy, solutions engineering , and success management ) and we help over 2,000 great companies measure, understand, and grow their recurring revenue. Photo from 2018’s offsite in Croatia.

Customer Success 52

Customer Success Scale Sales Hiring SaaS 52

OpenView Labs

JANUARY 14, 2020

Editor’s Note: This article was first published on November 1, 2018. . It turns out that support looks very different, too. See here why PLG companies group sales, customer success, and customer support together. SaaS product tour trends: How great companies onboard users in 2018.

Scale 62

Scale Benchmarks User Experience B2B 62

Neil Patel

DECEMBER 14, 2020

Product profitability is the revenue you make from a product and the amount it costs you to make a sale. For example, your enamel travel mugs might cost $5 to make, but it costs you $15 of ad spend to get a customer. Plus, Amazon comes with built-in credibility and superior customer support. What does that mean?

Sales 145

Sales Advertising Branding Social Media 145

Chart Mogul

NOVEMBER 15, 2019

I was the first full-time customer success hire at ChartMogul. 4 years later, we’re a team of 7 people split between 3 sub-teams ( customer advocacy, solutions engineering , and success management ) and we help over 2,000 great companies measure, understand, and grow their recurring revenue. Photo from 2018’s offsite in Croatia.

Customer Success 56

Customer Success Scale Sales Hiring SaaS 56

Chart Mogul

DECEMBER 22, 2021

You can now directly add revenue charts within Pitch without leaving the platform. A very high bar for customer support… as ever. At ChartMogul, responding and resolving customer queries promptly is a top priority. No revenue graph this time. 6 customer case-studies. How did it all start? With a tweet.

Software Review 52

Software Review Systems Review Payment Features PayPal 52

Intercom, Inc.

FEBRUARY 1, 2018

If it rains, if it snows, if it’s too hot, their revenue will dip, and there had previously never been a way for people to protect against that downside. Things like media companies, finance companies, retail companies, sales functions, marketing functions and customer support. Adam: We’re speaking January 2018.

Growth Marketing 174

Growth Marketing Scale Marketing Outsourcing Services 174

SaaStr

APRIL 11, 2019

In fact, HVR had this article that cited 53% incremental revenue growth and 74% incremental market cap growth to companies that are able to both create and dominate a category. They said, “You are the proactive customer support company.” ” Or, “You are the next generation account management software.”

Scale 123

Scale Customer Success Artificial Intelligence Sales Recruiting 123

OpenView Labs

AUGUST 7, 2019

The frenzy of customer support software companies shows that it’s a problem that people want solved. So we found ourselves at a crossroads – we could either take a challenger position against an incumbent in an existing space like support or CRM or we could go where our conviction was leading us and build a new category.

Payment Methods 41

Payment Methods Payment Solutions Marketing Payments 41

SmartKarrot

JULY 6, 2020

According to Blissfully , the average spending per company on SaaS reached $343,000 in 2018. Moreover, a recent Gartner report reveals that the worldwide market revenue from SaaS companies is expected to reach $151 billion by 2022. Additionally, SaaS businesses are known for their round-the-clock proactive customer support.

Business Model 10

Business Model Cloud SaaS Business 10