Kellblog

JUNE 10, 2021

This is a quick post to share the slides I presented today at the GainSight Pulse Everywhere 2021 conference in a session entitled Net Dollar Retention, Key Benchmarks at $50M, $200M, and $1B in annual recurring revenue (ARR). In the session we discuss: The answer, which is 104%. Median NDR which is surprisingly invariant across size.

Benchmarks 108

Benchmarks Retention Subscription Payment Features 108

Baremetrics

APRIL 6, 2021

Baremetrics Baremetrics is the best alternative to ProfitWell in 2021. Track key performance indicators like churn, contraction, Monthly Recurring Revenue (MRR) , Annual Recurring Revenue (ARR) , Customer Acquisition Cost (CAC) , Average Revenue Per User (ARPU) , and more. check out our live demo.

SaaS Payments 93

SaaS Payments Payment Services Payments Payment Solutions 93

SaaStr

JULY 31, 2022

VC all seemed like a game in the boom times of 2021 and late 2020. The Challenge with SMB SaaS: High Growth Can Only Mask High Churn For Just So Long. SMB SaaS has a lot going for it, but one big existential challenge — inherent churn. It’s not as fun anymore. Here’s what to do about it. “What Do You Mean They Quit?!

New CTO 256

New CTO CTO SMB Venture Capital 256

Baremetrics

NOVEMBER 19, 2021

Integrate directly with your Shopify account Get deep insights into MRR, churn, LTV and more to grow your business. Omnisend has a 15-day free trial, a free basic plan, and then variable pricing that starts at $16/month. Returnly has a 14-day free trial and then starts at $29/month with pricing based on the store owner’s Shopify tier.

Social Media 105

Social Media Technical Review Payment Features Systems Review 105

Baremetrics

FEBRUARY 23, 2021

Whether your most pressing concern is churn , cash flow, or effectively pricing your product , data is vital to every important decision a successful team faces. This article covers why growth analytics are important and the best tools to use in 2021. Get deep insights into MRR, churn, LTV and more to grow your business.

SaaS Payments 94

SaaS Payments Payment Methods Payments Payment Solutions 94

Baremetrics

MARCH 30, 2021

Here's a list of six payment processing platforms for 2021. Baremetrics provides you with valuable insights that power your business, such as retention rate , recurring revenue , churn rate, and other metrics. It's not the cheapest platform on this list, with prices starting from $99 per month. Table of Contents.

Payment Services 80

Payment Services SaaS Payments Merchant Services Payments 80

OpenView Labs

NOVEMBER 30, 2021

In 2021 the ‘ Rule of 40’ died, according to our latest 2021 Financial & Operating Benchmarks report that launched last week. . ARR business to be top quartile in 2021 they now need to be growing at 300% or faster. Recommended resource: Let’s Stop Calling Churn a Customer Success problem. In order for a $1-2.5M

Payment Services 80

Payment Services Benchmarks SaaS Payments Merchant Services 80

SaaStr

DECEMBER 27, 2020

New Relic’s net negative churn / net dollar retention has dropped to 98% in the last quarter, despite a record 77% of revenue being from the enterprise. Do whatever you can to drive up NRR / net negative churn. New consumption pricing model has increased revenue 15% where rolled out. This is a big take-away.

Scale 310

Scale Outsourced Development SMB Cloud 310

CustomerSuccessBox

JUNE 7, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Top Influencer 2021 by Engati.

Churn 52

Churn Management Interviewing Onboarding 52

Chart Mogul

JUNE 24, 2021

Pricing localization is a strategy where you present the price of your SaaS differently depending on where the customer lives. You may also hear it referred to as multi-currency pricing or localized pricing. The answer is likely no because there’s no such thing as a universal price, even for an identical house.

Pricing 128

Pricing SaaS Payments Payments Payment Features 128

Net-Results

OCTOBER 15, 2020

” I’ll move the question into the coming year: is marketing automation worth it for small businesses in 2021? ( Some things to look out for when looking for marketing automation as a small business: Price transparency. So, is marketing automation worth it for small businesses going into 2021? Focus on your KPIs.

Marketing 98

Marketing Business Healthcare Onboarding 98

SaaStr

JUNE 8, 2022

This trend had started several years ago, but even in 2021, 63% of revenue was from 10 seat or smaller customers. It seemed like Zoom could defy the churn we see with so many SMB self-serve apps, but in the end, it couldn’t as it approached $4B ARR. #5. 5 Interesting Learnings: #1.

SMB 288

SMB Enterprise Engineering Scale 288

Sales Hacker

FEBRUARY 12, 2021

See what the top 10 platforms you should be looking at in 2021 are to make an informed decision for your business needs. 10 best enterprise CRM solutions for 2021. Another thing that’s worth mentioning about HubSpot is the pricing. Track your recurring revenue, upgrades, downgrades, and churn. Looking for the TL;DR?

Payment Solutions 84

Payment Solutions Enterprise Scale Payments 84

ChurnZero

SEPTEMBER 8, 2021

In response, some organizations have slatted in-person events for the tail end of 2021. . Top Three In-Person Conferences for Customer Success Professionals to Attend in 2021. SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA. Register for SaaStr Annual 2021 here. Act fast – early bird pricing ends 9/10/21.

Scale 52

Scale Leadership Technology Customer Success 52

SaaStr

JANUARY 22, 2021

The struggle to hit the base plan can indeed produce some less than ideal behavior in sales teams: “Churn and burn” deals, where customers are promised functionality that doesn’t really exist just to close them. A bit more on this here: 5 Tips To Minimize “Churn and Burn” Behavior in Your Sales Team | SaaStr.

Sales 256

Sales Churn Pricing Cloud 256

SaaStr

AUGUST 28, 2022

They churn at the highest rate. For 40% of the price. We finally have it, because with SaaStr Annual taking place … well, only annually … the data takes rather a while to get: Of the 37 Bronzes Sponsors in 2020 and 2021, only 9 renewed, our lowest renewal rate of all categories, by far. Ok, what did the data show?

Scale 251

Scale Sales Hiring Pricing Churn 251

SaaStr

MARCH 7, 2023

Many companies got sucked into the 2021 vortex of a low-interest rate environment and high multiples when they should have focused on growth and efficiency. It’s not a surprise or secret that 2022 was challenging, especially starting the year with 2021 growth expectations. PST, to unveil the data behind effective scaling.

Outsourcing Services 161

Outsourcing Services Scaling Venture Capital Forecasting 161

Baremetrics

JUNE 15, 2021

In 2021, these influencers typically make around $10,000 per Instagram post. Want to Reduce Your Churn? History Hit uses Baremetrics to measure churn, LTV and other critical business metrics that help them retain more customers. Next, you’ll want to take prices into account. Want to try it for yourself? start free trial.

Subscription 98

Subscription Payment Features Social Media Marketing 98

Baremetrics

APRIL 6, 2021

It helps in forecasting data trends such as churn, cancelations, and downgrades from one centralized hub and power subscription intelligence in your enterprise. Get deep insights into MRR, churn, LTV and more to grow your business. It comes with a flexible modeling system for insights into pricing and financial statements.

Payment Solutions 59

Payment Solutions Payments Software Forecasting 59

Baremetrics

MARCH 8, 2021

A loyal customer is one that shops with your company instead of the competition, even if that competition might have a better price or other perks. That increases the company's bottom line and lowers the churn rate or the turnover of customers. Want to Reduce Your Churn? 4 Getting Repeat Business is the Key to Success.

Customer Lifetime Value 59

Customer Lifetime Value Social Media Churn Retention 59

Baremetrics

JANUARY 24, 2021

Anyone managing a SaaS or subscription business is aware of customer churn. That means achieving any essence of “growth” requires replacing lost customers faster than the rate at which they churn. Managing churn is much like a constant game of plugging holes in a bucket so that you can eventually have a “rising tide” of water.

Churn 71

Churn SaaS Payments Payment Methods Payment Solutions 71

SaaStr

AUGUST 7, 2023

As we transition from the exuberance of 2021 into 2023, marketers have become super short-term focused. One of the great frauds was manipulating ARR in 2021. Trying to lock companies into multi-year deals quickly can make them less customer-centric until they run into a huge churn wave down the road.

Metrics 205

Metrics SaaS Sales Hiring Finance 205

Clouded Judgement

SEPTEMBER 12, 2023

Extra pressures around optimizations still exist, however gross churn levels have stabilized, and commentary on earnings calls suggest conversations around new bookings are starting to pick up. This was consistent in 2020 and 2021. We will see this show up in revenue figures in a quarter or two. Q1 most likely represented the low.

Cloud 169

Cloud Software Benchmarks Retention 169

SaaStr

DECEMBER 29, 2022

Worst case, they still use it and are happy, and churn less. Raising prices may or may not work for you. Everyone lowered the hiring bar a bit in the 2021 Boom. Launch a truly great second product. Best case, your happy customers buy more from you. A related post here. #6. Launch a more valuable, new higher-end edition.

Sales Hiring 242

Sales Hiring Venture Capital Healthcare Communication 242

SaaStr

APRIL 26, 2020

VCs are Worried about “Deflation” in terms of pricing funding rounds. Mark sees multiples falling, which doesn’t just lead to lower prices … it leads to a Stop. “It makes price discover much more difficult.” It Angers Folks, So VCs Default to Newer Deals vs. Lower Priced Rounds.

Technical Review 306

Technical Review Venture Capital Innovation Pricing 306

SaaStr

MAY 28, 2024

So, they’re over twice as efficient as in 2021, where it was $100k per employee. Mistake #10: Elimination of True Customer Success The bigger companies have pushed through multiple price increases in the last few years without commensurate value. A SaaStr vendor with a new CRO said they were doubling prices and to take it or leave it.

Sales Hiring 146

Sales Hiring Scale AI Search AI 146

OpenView Labs

SEPTEMBER 8, 2021

2021 has proven to be the year of usage-based pricing. . 45% of expansion stage SaaS companies now say they have a usage-based or consumption-based pricing model, according to data from OpenView’s forthcoming 2021 Finance and Operations benchmarks report. . Finance: Reinvent the traditional SaaS metrics playbook.

Pricing 64

Pricing Customer Success Scale Compensation 64

OpenView Labs

JUNE 24, 2021

It’s hard to find a SaaS company that isn’t revisiting their pricing right now. This is certainly a good time to think about how to use pricing changes to help accelerate revenue growth. Here’s the rub: The average SaaS company doesn’t have anyone on their team who’s an expert in pricing, let alone a dedicated pricing function.

Pricing 53

Pricing Interviewing Payment Features Systems Review 53

SaaStr

DECEMBER 7, 2020

At Gainsight, we are helping product leaders from companies of all sizes turbocharge their 2021 product strategy. . So is churn. The biggest concern for service leaders is customer churn; and customer service is at the forefront to drive retention. Freshworks – The Ultimate Customer-For-Life Software Suite.

Scaling 155

Scaling compliance Churn Innovation 155

SaaStr

AUGUST 28, 2022

They churn at the highest rate. For 40% of the price. We finally have it, because with SaaS Annual taking place … well, annually … the data takes a while to get: Of the 37 Bronzes Sponsors in 2020 and 2021, only 9 renewed, our lowest renewal rate of all categories, by far. Ok what did the data show?

Scale 201

Scale Pricing Revenue SaaS 201

SaaStr

NOVEMBER 24, 2021

It’s 2021, but surprisingly, a significant number of SaaS companies still use outdated sales compensation plans. Salespeople are often compensated at the highest rate when they win brand new business, but that might not be good for revenue expansion and might contribute to churn. Sell it to your market for half the price.

Sales Hiring 201

Sales Hiring Scale Compensation Sales 201

SaaSOptics

JUNE 4, 2021

7 SaaS Metrics Every SaaS Company Should Care About in 2021. SaaS Metrics #3: Churn Rates . When we talk about churn, we talk about a lot of factors that can be measured by their attribution or loss. No matter what you’re measuring, churn is defined by your unique company goals, and whatever is acceptable to your stakeholders.

Metrics 53

Metrics SaaS Customer Lifetime Value Payment Features 53

Clouded Judgement

DECEMBER 21, 2023

There is some normal seasonality here (excluding the 2021 period). It is calculated by taking the annual recurring revenue of a cohort of customers from 1 year ago, and comparing it to the current annual recurring revenue of that same set of customers (even if you experienced churn). Let’s get into some high level data.

Cloud 177

Cloud Software Benchmarks Retention 177

Clouded Judgement

JUNE 20, 2023

While the median software multiple is ~25% below it’s long term average, when we growth adjust the multiples (graph below) we’re actually sitting right at historical highs (excluding the 2020-2021 period). The market is clearly pricing in lower rates + reacceleration of growth.

Cloud 161

Cloud Software Benchmarks Scale 161

User Pilot

JUNE 11, 2021

A few of the important KPIs you can track for your SaaS business include ARPU, MRR, ARR, Expansion MRR rate, Churn MRR rate, Churn, LTV, LTV:CAC, and User Retention Rate. The pricing for Heap’s paid plans starts from $1,000 per month. FullStory doesn’t disclose their pricing information on their website.

Software Review 52

Software Review Software Social Media SaaS 52

ChurnZero

OCTOBER 7, 2020

Sadly, between the COVID-19 pandemic, global economic instability, and political challenges, accurately planning for 2021 is tough. I’ve shared our checklist for 2021 planning , but there are some other tactics you can use to plan for various scenarios that may come into play next year. 2021 will definitely not be business as usual.

Scale 97

Scale Churn Pricing Finance 97

Baremetrics

MARCH 7, 2021

Want to Reduce Your Churn? A loyal customer is one that shops with your company instead of the competition, even if that competition might have a better price or other perks. That increases the company's bottom line and lowers the churn rate or the turnover of customers. Want to Reduce Your Churn? start free trial.

Customer Lifetime Value 40

Customer Lifetime Value Social Media Churn Advertising 40