Intercom, Inc.

DECEMBER 28, 2022

We’ve made it to the end of 2022 – 12 months in which everything changed for the tech industry. In this post, the Intercom Content Team picks our highlights from a busy 2022 – we published over 150 pieces of content, including guides about customer support and customer retention. Well that was quite the year.

Technical Review 118

Technical Review Scale ChatGPT Innovation 118

SaaStr

SEPTEMBER 19, 2022

Fast forward to 2022, customer success is an established function at even many early-stage software companies. Annual contract value (ACV) builds companies, but net revenue retention sustains them. Customer success boils down to two important metrics: net revenue retention and time-to-value.” – Rav Dhaliwal.

Sales Hiring 232

Sales Hiring Customer Success Scaling Construction 232

Intercom, Inc.

AUGUST 24, 2022

We’re excited to announce that registration is now open for New at Intercom , our virtual fall product launch event which takes place on October 12th, 2022 at 8am PT/4pm BST. Now more than ever, customer retention is the key to a thriving business ”. Now more than ever, customer retention is the key to a thriving business.

Innovation 191

Innovation Retention Engagement Engineering 191

SaaStr

AUGUST 25, 2022

We wanted to give a special shout-out to some of our newest sponsors for SaaStr Annual 2022. The post Thanks to A-LIGN, Ada, Appcues, Duda, and Maxio for Sponsoring SaaStr Annual 2022! At the 8th ever SaaStr Annual, ~200 of the best and hottest companies on earth will go BIG as partners/sponsors. appeared first on SaaStr.

Cybersecurity 191

Cybersecurity Scale compliance Subscription 191

SaaStr

DECEMBER 15, 2022

Today, we’re giving you #12-#1 of our top podcast episodes of 2022! SaaStr 548: How to Build a Super High-Retention Sales Team with Twilio SVP & GM of North America Sales, Alice Katwan. #10. The post SaaStr’s Top Podcast Episodes of 2022 (#12-#1): Datadog, Twilio, Gainsight, ZoomInfo, and More!

Scale 148

Scale SMB Innovation Scaling 148

ChurnZero

JUNE 24, 2022

2022 continues to be a grave reminder that change is constant. In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. Is usage-based driving all of that NRR and actually gross retention is 70%? A [Rob]: We do both.

Benchmarks 52

Benchmarks Retention Software Review Technical Review 52

Chart Mogul

MARCH 1, 2023

Retention isn’t a silver bullet, but in SaaS, it’s the closest thing to it. Why is retention so pivotal? What does good retention look like? And does higher retention mean higher growth? We analyzed it all in our inaugural ChartMogul SaaS Retention Report. Why is retention so pivotal? In contrast, 41.1%

Benchmarks 98

Benchmarks Retention B2C Business 98

User Pilot

JULY 30, 2023

Customer retention vs acquisition cost: Which metric matters more? Thus, striking the right balance between acquisition and retention costs significantly improves profitability and sustainability. So let’s see when you should prioritize one metric over the other and how you can boost your customer retention rates.

Acquisition 93

Acquisition Retention Customer Lifetime Value User Experience 93

Chart Mogul

JUNE 1, 2023

Companies with best-in-class retention grew at least 1.8x faster than their peers in 2022. In an uncertain market, customer retention is key. So if you are keeping a close eye on your retention metrics this year, you’re not alone. A low … Companies with best-in-class retention grew at least 1.8x

Retention 90

Retention Metrics Benchmarks SaaS 90

SaaStr

JUNE 24, 2022

Make sure you focus as much on logo retention as on NRR. Tweak your comp plans now to make sure you get the results you want for 2022. More here: 15 Ways to Help Your Sales Team in 2022. #12. The post 16 Ways to Level Up in 2022 with SaaStr Founder Jason Lemkin (Pod 567 + Video) appeared first on SaaStr.

Sales Recruiting 204

Sales Recruiting Sales Hiring Scale Customer Success 204

Groove HQ

MARCH 24, 2022

Get free templates and examples of customer support emails that wow customers, improve retention, and enhance brand reputation. The post 2022 Guide to Support Email Templates & Examples appeared first on Groove Blog.

Customer Support 117

Customer Support Retention Branding 117

Subscription Flow

DECEMBER 26, 2023

While teams targeting customer retention have excellent opportunities to innovate and connect in new ways because of the impending recession, shifting customer priorities and preferences, and new technology, however, they must first comprehend the market and the industry.

Retention 52

Retention Data Analysis Customer Support Technology 52

SaaStr

JANUARY 12, 2024

We still want to drive retention and growth and make money. No one would disagree that retention and expansion are important. Prediction #1: GRR and NRR Make a Mild Comeback GRR (Gross Revenue Retention) and NRR (Net Revenue Retention) have been hard for many companies over the last year or so. The world has changed.

Sales Hiring 239

Sales Hiring Customer Success Scale AI 239

Kellblog

OCTOBER 30, 2022

Forecast 2022 ARR growth of 36%, so they’re planning to accelerate. Net dollar retention (NDR) of 109%. The post Key Takeaways from the 2022 KeyBanc SaaS Metrics Survey appeared first on Kellblog. That said, let’s meet the Joneses , who have median: ARR growth of 31%, lower than I’d hope. blended, 1.8

Metrics 136

Metrics SaaS Benchmarks Churn 136

Totango

MARCH 8, 2022

Here’s our guide to the top customer success communities in 2022 and what they have to offer. Then, we’ll walk you through a list of nine of the best customer success communities you can join in 2022 and what each of them has to offer. Nine Best Customer Success Communities in 2022. The Customer Success Roundtable.

Customer Success 115

Customer Success Technical Review Social Media Underperforming Technical Team 115

Kellblog

DECEMBER 27, 2021

Net dollar retention becomes the top SaaS metric. Kellblog Predictions for 2022. Well, here we go with our predictions for 2022. I think 2022 will be the year we stop thinking in pre-Covid and post-Covid terms, and accept that Covid-19 will become endemic. It’s exciting to watch. But back to our prediction.

Blockchain 143

Blockchain Technical Review Venture Capital Sales Hiring 143

ChurnZero

NOVEMBER 11, 2022

Download your full copy of the 2022 Customer Success Leadership Study here. Overall, the industry’s top five measurements of success are NRR, gross revenue retention (GRR), churn rate, logo retention rate and expansion revenue—while “softer” metrics like NPS appear only further down the list. report to the CEO, 17.1%

Leadership 98

Leadership Trends Customer Success Investment 98

SaaSOptics

MARCH 16, 2022

2022 B2B SaaS Trends [Webinar Recap]. That’s why we sat down with SaaSOptics and Chargify executives Caitlin O’Neil, CFO , and Matt Downs, CRO , to weigh in on the biggest trends of 2022. However, 64% of these participants considered expansion into new pricing models in 2022. Trends in Billing and Pricing .

Trends 98

Trends B2B Scale Payment Features 98

Chargebee

JULY 27, 2022

Launching Chargebee Retention with a lineup of exciting new features that help save customers and strengthen subscriber lifetime value.

Retention 52

Retention 52

SaaStr

AUGUST 4, 2022

— Jason 2022 SaaStr Annual Sep 13-15 Lemkin (@jasonlk) August 3, 2022. Take a look at our deep dive with CEO Henry Shuck from 2022 SaaStr Europa here: #2. — Jason 2022 SaaStr Annual Sep 13-15 Lemkin (@jasonlk) August 3, 2022. — Jamin Ball (@jaminball) August 4, 2022. And inflation is awful.

Venture Capital 275

Venture Capital AWS Cloud Scale 275

Totango

APRIL 5, 2022

Accurately predict customer retention , brand growth and revenue. Feedback loops: Does your solution make it easy to follow up your survey with personalized actions based on individual responses, such as upsell offers or customer retention efforts? Six of the Best NPS Software Solutions for 2022. Here are six of our top picks.

Software 101

Software Branding Customer Success Retention 101

Chart Mogul

DECEMBER 20, 2022

If you thought 2021 was a busy year for product development at ChartMogul, we shifted into hyperdrive for 2022. And if we had to give it a name, we’d call 2022 ‘The Year of the Destination.’ . And if we had to give it a name, we’d call 2022 ‘The Year of the Destination.’ . Net and Gross MRR Retention Rates.

Systems Review 52

Systems Review Payment Solutions Payments Azure 52

ChurnZero

DECEMBER 21, 2022

2022 was a tireless year. WIth that, here are ChurnZero’s top five most-attended and most-watched webinars from 2022. 4/ 2022 SaaS retention benchmarks: How does your company compare? If you’re looking for retention benchmarks to set a baseline, start here. “We’re It’s great to track.

Customer Success 98

Customer Success Scale Underperforming Technical Team Benchmarks 98

Totango

DECEMBER 6, 2021

In this article, we’ll examine the top three takeaways we’ve gathered over the past year that companies should take to heart going into 2022. Finally, we’ll propose how these three key insights from 2021 can be combined into a unified customer success strategy for winning results in 2022. Apply the Lessons of 2021 to Thrive in 2022.

Scale 92

Scale Strategy Technical Review Customer Success 92

SaaStr

SEPTEMBER 3, 2023

The magic of a SaaS model is: Very high logo retention. Net dollar retention is ideally over 120%. The public markets love this trifecta of 90% logo retention, 80% gross margins, and 120% net revenue retention. But then 2022 hit, and things changed for some companies. Over 90% stay each year. High gross margins.

Sales Hiring 219

Sales Hiring Headcount Finance Technical Review 219

Intercom, Inc.

NOVEMBER 30, 2021

Adopting the right strategy will help you scale your personalized support without scaling your costs, which will have the knock-on effect of increasing your customer satisfaction (CSAT) and customer retention. It can also shift the outdated business perception of your support team from a “cost center” to a core value driver.

Technical Review 249

Technical Review Customer Support Payment Methods Payment Solutions 249

SaaStr

JUNE 3, 2022

— dharmesh (@dharmesh) January 21, 2022. In the run-up to SaaStr Annual 2022 on September 13-15 , we wanted to look back at some of the highest-rated SaaStr sessions of all time, since the first SaaStr Annual in 2015. If you want to grab 20% off SaaStr Annual 2022 tickets, grab ’em here.

CTO 247

CTO Retention Startup Scaling 247

Valuize Consulting

DECEMBER 21, 2022

2022: A Year Of Unpredictable & Accelerated Evolution. 2022’s impact on the SaaS industry was significant, deeply impactful, and turbulent. Amidst this year of transformative change, what was top of mind for B2B technology leaders in 2022? The post Our Top 5 Customer Success Blog Posts Of 2022 appeared first on Valuize.

Customer Success 52

Customer Success Churn Subscription Payment Features 52

Clouded Judgement

DECEMBER 29, 2023

If we rewind the clock back a few years and look at the year end top 10 for 2020, 2021, 2022 and now 2023, there are 4 companies that find themselves on every year end list: Snowflake, Cloudflare, Datadog, and Zscaler. and 99.2%, respectively) And below you can see who ended up in the top 10 at the end of 2022 and 2021.

Cloud 189

Cloud Software Review Subscription Payment Features 189

SaaStr

NOVEMBER 6, 2022

SaaStr 604: SaaStr CRO Confidential Presents How to Fundraise in Late 2022 with SaaStr CEO and Founder, Jason Lemkin. SaaStr CRO Confidential: How to Raise in Late 2022 with Jason Lemkin and Sam Blond of Founders Fund. How to Build a Super High-Retention Sales Team | Twilio SVP & GM Alice Katwan. Top Podcasts This Week: 1.

Sales Recruiting 219

Sales Recruiting Compensation Cloud Retention 219

Sales Hacker

AUGUST 3, 2022

According to a recent Hootsuite study, business leaders that incorporated social selling tactics into their sales strategy were 45% more likely to see higher conversion rates in 2022. In fact, eMarketer states that over half of all worldwide marketers have taken to social listening in order to better understand their consumers in 2022.

Social Media 79

Social Media Strategy Sales Funnel Software Review 79

SaaStr

OCTOBER 18, 2023

After decades running SaaS companies, it was time for a break in 2022, and Josh eventually stepped down as CEO. 30% of the Sales Team Churned in 2022. Domo’s logo retention is pretty good, but it’s struggling on the upsell and to grow accounts. But then … things slowed down, to 5% a year at $360 million in ARR.

Entrepreneurship 231

Entrepreneurship Enterprise Pricing Churn 231

Clouded Judgement

MARCH 10, 2023

It sounds like most are guiding as if there’s no improvement to consumption trends coming throughout the full year.

Cloud 244

Cloud Trends Subscription Payment Features 244

Chargebee

JULY 25, 2022

When it comes to customer retention, the best subscription businesses focus on capturing intelligence that […]

Subscription 75

Subscription Payment Features Retention Data 75

User Pilot

JULY 13, 2022

Userpilot publishes well-researched and in-depth articles on all aspects of product management including product growth, retention, and adoption. 20 best product manager blogs you need to follow in 2022. Interesting Articles: Why Startups May Fail to Get Funding in 2022. Our favorite product management blogs. Mind the Product.

Technical Review 98

Technical Review Management Leadership Systems Review 98