Chargebee

DECEMBER 8, 2023

Some of us have heard/read/believed (even before 2023) that retaining customers delivers better ROI for our invested capital than spending additional money to acquire new customers. Churn is a deceptively simple concept: Simple because it’s easy to align on the truth that customer churn is terrible […]

Retention 76

Retention Churn Payments Management 76

SaaStr

AUGUST 7, 2023

Learn about the most important SaaS metrics for founders in 2023 with the CEOs of the most metric-oriented company, monday.com, and the founder of SaaStr. Then the Boom happened, and everyone could justify insane investments, and it warped everything. The only thing that mattered was revenue. And it’s possible!

Metrics 203

Metrics SaaS Sales Hiring Finance 203

SaaStr

SEPTEMBER 17, 2023

SaaStr 684: A Deep Dive Into G2, The Power Of AI, Going Multi-Product, And The 2023 Ecosystem  4. LIVE from SaaStr Annual 2023 Stage A Masters: What The Top Founders Do Better to Scale Even Now with Y Combinator’s Managing Director Michael Siebel 3. The Next Best in About 5 Years.

Scale 225

Scale Management SMB AI 225

SaaStr

MARCH 7, 2023

Pepper shares that ICONIQ, a venture capital firm with $10B under management, made fewer investments last year than ever before. It was a tough growth environment, but it feels like it’s changing in 2023. Companies are giving price breaks this year to reduce churn and increase retention, with the caveat that it might go up next year.

Outsourcing Services 161

Outsourcing Services Scaling Venture Capital Forecasting 161

Chargebee

DECEMBER 12, 2023

Some of us have heard/read/believed (even before 2023) that retaining customers delivers better ROI for our invested capital than spending additional money to acquire new customers. Churn is a deceptively simple concept: Simple because it’s easy to align on the truth that customer churn is terrible […]

Retention 52

Retention Churn Payments Management 52

SaaStr

FEBRUARY 14, 2024

Today we’re focusing on actionable insights you can use to drive down churn with customer success in today’s new era of SaaS efficiency. While it feels like t here are more CCOs than ever before, the data doesn’t reflect that, even in 2023. If someone never starts or uses the product, they’ll churn.

Customer Success 242

Customer Success Sales Hiring Scale AI 242

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. 2023 will be a breakout year for digital Customer Success, customer intelligence, and AI-fueled outcomes at SaaS companies. A few common themes emerged. Joel Passen , co-founder, Sturdy.

Trends 98

Trends Customer Success Sales Hiring Scale 98

Chart Mogul

NOVEMBER 24, 2022

After all, it’s the customer success teams that drive growth through retention and churn mitigation. So, what’s the best way to drive retention and mitigate churn in 2023? After all, it’s the customer success teams that drive growth through retention and churn mitigation. Analyze Your Churn Data for Any Patterns.

Churn 52

Churn Retention Underperforming Technical Team Scale 52

Clouded Judgement

MARCH 10, 2023

Growth Deceleration of Consumption Companies So far, 2023 guides have not been pretty for consumption software companies. What excites me is the strength of these platforms are reflected in new customer adds and stable gross churn. The challenge is existing customers ramping slower.

Cloud 244

Cloud Trends Subscription Payment Features 244

SaaStr

AUGUST 30, 2023

Many investment banker pitches say that everyone is number one at something. The post A Deep Dive Into The Power Of AI, Going Multi-Product, And The 2023 Ecosystem: “What’s New” With G2 CEO Godard Abel appeared first on SaaStr. They have privacy, security, vendor transitions, and acquisition support.

AI Search 209

AI Search AI ChatGPT Scale 209

SaaStr

JULY 5, 2023

2022 Saw a Slowdown in Usage Growth, But 2023 Saw a Potential Bounce Back. The start of 2023 (FY ‘4) may have seen a partial bounce back, however. I like this chart a lot showing both the awesome power of high NRR, and also how you have to invest in customers that scale with you over time. Go long, invest long.

Scale 192

Scale cloud efficiency Cloud Business Model 192

SaaStr

JANUARY 12, 2024

Now, in 2024, we’re in the age of efficiencies, and we’re rethinking whether we should put more people on it or tolerate more churn and issues because we want to be cash flow positive. Customer Success Is Vulnerable to Cuts Jason shared that he didn’t realize how vulnerable customer success was to cuts until 2023. Let’s dive in.

Sales Hiring 253

Sales Hiring Customer Success Scale AI 253

ChurnZero

NOVEMBER 11, 2022

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. Related: Which Customer Success best practices should you keep or let go in 2023? In an encouraging sign, 59.5%

Leadership 98

Leadership Trends Customer Success Investment 98

SaaStr

APRIL 30, 2024

Early churn was a massive drag on efficiency. They needed to get their hands on early churn. 2023 saw the team grow from 6-10 reps, which is pretty modest, and they built an SDR function. 2023 saw the team grow from 6-10 reps, which is pretty modest, and they built an SDR function. This is big takeaway #2.

Scale 263

Scale SMB Sales Hiring Sales 263

ChurnZero

JUNE 14, 2023

How should I wrangle a constricted company budget to outlast 2023? As your sales team is in the business of influencing prospects to buy, the customer success team influences customers to stay and should understand why your accounts churn, renew and expand. Don’t let your customer success team go into 2023 with substandard tools.

Scale 52

Scale Customer Success Technical Review Sales Hiring 52

Kellblog

JUNE 17, 2023

Insight Partners recently published an excellent 2023 Sales KPI Report. Executive Summary: Sales KPIs (Slide 5) Here we can see key metrics, cut by size, and grouped into five areas: growth & profitability, sales efficiency, retention & churn, GTM strategy, and sales productivity. Annual revenue churn (rate). More later.

Scale 102

Scale Sales Benchmarks Metrics 102

Chart Mogul

JUNE 9, 2023

What can be said about growth in the SaaS marketplace in 2023? Our data shows an uptick in 2023, possibly a … What can be said about growth in the SaaS marketplace in 2023? Our data shows an uptick in 2023, possibly a light at the end of a long slow-growth tunnel. It’s unique. It’s challenging.

Trends 52

Trends SaaS Payments Payment Solutions 52

User Pilot

MARCH 14, 2024

Looking for an effective churn analytics tool and wondering if Heap is the best option for your SaaS company? In this article, we’ll delve into precisely that – helping you determine whether Heap is the ideal choice for your churn analytics needs. Looking for a Better Alternative for Churn Analytics? Try Userpilot!

Technical Review 52

Technical Review Software Review Churn Systems Review 52

User Pilot

MARCH 20, 2023

More than 50% of business leaders are investing more in customer service agility, automation, self-service support , etc. Companies are increasing investments in customer service Investment in innovative digital solutions has soared alongside increased digital adoption. Messaging apps are rising in popularity. Source: Zendesk.

Trends 83

Trends Artificial Intelligence Social Media AI Search 83

User Pilot

DECEMBER 10, 2023

Looking for a good churn analytics tool and wondering which one of Heap, Amplitude, and Mixpanel is the best option for your SaaS company? There are plenty of tools for churn analytics on review sites, but they don’t make the choice any easier. Get a Userpilot demo for churn analytics and drive your product growth code-free.

Churn 52

Churn Software Review Technical Review Scale 52

User Pilot

JULY 27, 2023

A positive NPV indicates that the project is expected to generate more financial value than the initial investment. Code churn: This metric quantifies the amount of code added, modified, or removed, within the first 2-3 weeks of writing. It’s derived by dividing the total revenue by the total number of customers.

Sales Hiring 94

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 94

SaaStr

JULY 24, 2023

Instead of looking at those who are struggling, let’s take a look at the epic growth story of MongoDB, a company crushing it in 2023. 1 — 2022 Saw A Slowdown In Usage Growth, But 2023 Saw A Potential Bounce Back. Folks pulled usage down as much as they could to save money, although logo churn remained low. Why is this important?

Revenue 207

Revenue Scale Sales Hiring Cloud 207

Clouded Judgement

AUGUST 25, 2023

The purpose of the detailed information is to help investors (both institutional and retail) make informed investment decisions. By combining easy implementation, rapid time-to-value, and clearly attributable outcomes, which we measure and refer to as KAV, we drive substantial return-on-investment, or ROI, for our customers.

Benchmarks 246

Benchmarks Artificial Intelligence Data Software Review 246

User Pilot

NOVEMBER 27, 2023

It enhances your perceived value, potentially leading to more favorable investment opportunities, partnerships, or acquisition deals that drive scalability. CAC = ($50,000 / 100 customers) x 100 = $500/customer Churn rate The churn rate measures the percentage of customers who stop using your product or service over a specific period.

Payments 98

Payments Revenue Payment Features SaaS Payments 98

yoursales

NOVEMBER 18, 2022

B2B SaaS Sales in English: Where Can You Sell in 2023. Going local works better, and the countries may not be large enough markets to justify that investment. These countries are now themselves in the habit of churning out unicorns at a fairly rapid rate. It’s planning time. In fact it always is, isn’t it? We wish you good luck.

B2B 90

B2B Sales Hiring SaaS Sales 90

Clouded Judgement

DECEMBER 23, 2022

As I’ve said many times before, in 2023 the focus for software valuations will completely shift from interest rates (and multiples) to fundamentals. Here are the four data points: Net New ARR: Net new ARR added in a quarter represents new customer ARR + expansion ARR - churn / contraction ARR. Q3 was a tough quarter.

Cloud 130

Cloud Sales Hiring Trends Subscription 130

Clouded Judgement

APRIL 12, 2023

We’re undoubtedly set up for a very interesting 2023. 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 now jump in to the Q4 ‘22 earnings recap.

Cloud 161

Cloud Software Benchmarks Retention 161

Subscription Flow

MAY 10, 2024

According to a 2023 360MatchPro study, revenue from one-off donations decreased by 12% in 2022, while monthly charity payments rose by 11%. As public interest in fundraising has grown, people are increasingly invested in supporting the causes that resonate the most with them. Having recurring donors mitigates this issue.

Payment Solutions 89

Payment Solutions Payments Payment Methods Payment Services 89

Kellblog

NOVEMBER 23, 2022

The proposed operating plan (2023). The last point is critical for several reasons: The oldest trick in the book is to hit 2023 financial goals (e.g., burn) by failing to invest in the second half of 2023 for growth in 2024. The best way to prevent that is to show the 2024 model teed up by the proposed 2023 plan.

Technical Review 116

Technical Review Software Review Forecasting Churn 116

Totango

NOVEMBER 27, 2023

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Customer health.

Trends 92

Trends Customer Success Machine Learning Artificial Intelligence 92

SaaStr

APRIL 14, 2023

At SaaStr’s APAC 2023, Vertex Ventures General Partner Carmen Yuen, GGV Capital Managing Partner Jenny Lee, Square Peg Capital Partner Piruze Sabuncu, and moderator Arnaud Bonzom (Co-Founder and Managing Director of Black Mangroves) discuss the common pitfalls to look out for when you are raising your Series A.

Development Team Review 230

Development Team Review Technical Review Underperforming Technical Team SMB 230

SaaStr

APRIL 2, 2023

In February 2023, I hit my 10-year anniversary (or “Gainaversary,” as we say) of running Gainsight. And if you didn’t invest proactively in systems like CPQ early, you create a byzantine mess that’s impossible to scale. Invest in back-office systems early. You have a small base, so churn isn’t a factor. And guess what?

Sales Hiring 272

Sales Hiring Scale Scaling Customer Success 272

SaaStr

NOVEMBER 8, 2023

“I don’t know about you, but I fail a lot,” Nick Mehta, CEO of Gainsight, says as his opener at SaaStr Annual 2023. This is a common mistake founders make — getting a new Head of X when you get to a certain point in business, missing a sales number, the product isn’t what you want, there’s too much churn, etc.

Scale 246

Scale Sales Hiring SaaS Scaling 246

Panintelligence

FEBRUARY 7, 2024

Ask anyone in Fintech SaaS about the shifts of the last 18 months and you’ll hear stories about investment shortages, rising churn rates, and market consolidation. But a key challenge impacting the Fintech scene is investment—or lack of. That’s a CAGR of around 17%* from 2021, despite the current dip in investment in the sector.

SaaS Payments 75

SaaS Payments Payments Technical Review Payment Services 75

Subscription Flow

DECEMBER 15, 2023

Subscription Business Economy Recap 2023 The year 2023 was another year of success for subscription business retailers. This trend is widely spreading across the world and had a great impact on subscription economy statistics in 2023. Find if you are going to spend more or less in comparison to 2023 on customer acquisition.

Subscription 59

Subscription Payment Features Healthcare Technical Review 59

Clouded Judgement

JUNE 20, 2023

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). Heading into Q4 earnings, analysts had expectations for how each business would perform in 2023.

Cloud 161

Cloud Software Benchmarks Scale 161

SaaStr

JANUARY 30, 2023

20X year 1⃣ 12X year 2⃣ 5X year 3⃣ #deelspeed @deel [link] — Shuooo (@shuoshuooshuooo) January 23, 2023 When we look at SaaS companies’ success stories, everything looks great on their growth maps. Client churn is scary but inevitable. And on to almost $300m ARR today! Support sales early.

Sales Hiring 238

Sales Hiring Payment Services SaaS Payments Scale 238