ChurnZero

MARCH 31, 2022

tech ops, AWS, technical support). A: I’d ignore early-outs in available to renew (ATR) churn calculations. The other answer: if they’re not a customer, they don’t count in churn; so maybe you don’t count them as customers until the end of the out period. * Q: Should you track partial churn (i.e.,

Customer Success 98

Customer Success Metrics Technical Review Scale 98

ProfitWell

SEPTEMBER 10, 2020

Running your own server to handle your customer's valuable data requires a huge investment to match the same level of security and reliability that comes baked into services like Amazon AWS and Microsoft Azure cloud. This, in turn, helps reduce churn. Churn rate is how many customers are leaving your service in a given period.

SaaS Payments 66

SaaS Payments Trends Merchant Services Payments 66

ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. You and I both know how awful it feels to have someone disregard what we say and focus on their end goal instead. This is shocking.

Retention 97

Retention Strategy Underperforming Technical Team Software Review 97

SmartKarrot

JUNE 30, 2022

Customer success is one aspect of corporate SaaS mergers and acquisitions that is sometimes overlooked. During mergers and acquisitions, even the slightest operational change can significantly influence both the staff and the clients. Reasons that make customer success essential during mergers and acquisitions. contact-form-7].

Acquisition 10

Acquisition Customer Success Technical Review Underperforming Technical Team 10

SaaStr

SEPTEMBER 13, 2020

We’ve all seen AWS and what they’ve done with their platform. You can also find your second act inorganically via acquisition as Twilio did with SendGrid. And so in the early years of the company, we really struggled from a net retention and logo churn perspective. It is staggering. That’s your CAC.

Sales Hiring 158

Sales Hiring Scale Payments Cloud 158

SaaStr

JUNE 1, 2021

It just is, and then when you get them, they churn at a higher rate, and so it’s like the math just doesn’t work. You guys are much more thoughtful around the metrics that you track and knowing that churn and retention is important. Jason : How do you find that pre churn? You’re really talking about pre churn.

Part-Time VPE 224

Part-Time VPE Technical Cofounder CTO Hire New CTO 224

Chart Mogul

DECEMBER 22, 2021

Universal churn settings — you now can harmonize how you recognize churn (at the time of cancellations vs at end of the service) across 4 new billing systems (Chargebee, GoCardless, Zuora, and Google Play) in addition to the existing 6 we offered historically (Stripe, Braintree, Recurly, Chargify, Paypal, and ChartMogul API).

Software Review 52

Software Review Systems Review Payment Features PayPal 52

OpenView Labs

JUNE 25, 2019

Collectively, these expenses are referred to as Customer Acquisition Costs, or CAC for short. A high figure is a signal you’re spending too much on customer acquisition, a low number the opposite. As the old adage goes, you have to spend money to make money – SaaS businesses are no exception. Benchmarking: CAC Payback Goals.

Scale 40

Scale Development Team Review Software Review Benchmarks 40

SaaStr

APRIL 24, 2020

John joined Adobe through the company’s acquisition of Omniture in 2009, where he served as executive vice president of marketing, driving all marketing efforts to strategically advance the industry’s largest standalone web analytics business. John Mellor: So, it evolved into the acquisition roadmap. billion in annual revenue.

Scale 215

Scale Leadership Strategy Technology 215

OpenView Labs

FEBRUARY 11, 2021

Offering free usage is par for the course as a SaaS customer acquisition strategy. For example, when coming to a cloud vendor, deciding to be vendor agnostic at the time of product design ensures you aren’t tied down to AWS, Microsoft Azure, or Google Cloud. It’s logical, therefore, that spoilage is a leading indicator of churn.

Scale 52

Scale Payment Methods Payment Services Systems Review 52

OpenView Labs

MAY 20, 2019

That’s certainly true in developer tooling (AWS), sales and support (Salesforce), MarTech (Adobe), commerce (Square), HR tech (Workday) and even vertical markets (Veeva). Those on the front lines know that more competition means greater saturation of traditional marketing and sales channels, increasing customer acquisition costs (CAC).

Scale 70

Scale Startup Technical Review Software Review 70

Outseta

JANUARY 20, 2020

In this post I’m going to share the most important lessons about growing a SaaS business that I learned at Buildium—collectively, these things had an awful lot to do with the company being valued so highly. This required no additional addressable market and also helped to drive down Buildium’s churn rate. How the hell does that happen?

SaaS Payments 145

SaaS Payments Sales Hiring Payment Methods Payment Services 145

Sylvia Ng

FEBRUARY 17, 2016

3+ years of experience in product management, user acquisition marketing or similar fields. Experience with new and current user acquisition. Work across the stack: mostly Python/Flask, PostgreSQL, JavaScript (React/JQuery/Backbone) and working with AWS. Utilize growth frameworks to drive customer acquisition.

Engineering 74

Engineering Growth Hacking Scale Social Media 74

OpenView Labs

MAY 20, 2019

That’s certainly true in developer tooling (AWS), sales and support (Salesforce), MarTech (Adobe), commerce (Square), HR tech (Workday) and even vertical markets (Veeva). Those on the front lines know that more competition means greater saturation of traditional marketing and sales channels, increasing customer acquisition costs (CAC).

Scale 51

Scale Startup Technical Review Software Review 51

OpenView Labs

MAY 20, 2019

That’s certainly true in developer tooling (AWS), sales and support (Salesforce), MarTech (Adobe), commerce (Square), HR tech (Workday) and even vertical markets (Veeva). Those on the front lines know that more competition means greater saturation of traditional marketing and sales channels, increasing customer acquisition costs (CAC).

Scale 40

Scale Startup Technical Review Software Review 40

SmartKarrot

JANUARY 18, 2021

And to look further, their subcategories are the below ones: Scaling Increase number of customers Diversify products Lower customer acquisition cost Optimize online performance. Customer Lifetime Value Increasing customer retention/reducing customer churn Customer account expansion through upsells/cross-sells.

Customer Lifetime Value 10

Customer Lifetime Value Scale SaaS Acquisition 10

User Pilot

APRIL 21, 2023

To carry out product analysis, you need to track relevant product metrics , like Customer Acquisition Cost (CAC) and retention rate. Churn and retention analyses help teams understand why users leave or stay with the product. Customer Acquisition Cost (CAC) is the average cost needed to acquire a customer. Cohort analysis.

Underperforming Technical Team 92

Underperforming Technical Team SaaS Onboarding Retention 92

Outseta

AUGUST 23, 2017

Perhaps worst of all, those last few accounts that they had so desperately tried to close would cancel, churning at a much higher rate than the business they closed earlier in the quarter. It had customer acquisition and revenue targets for existing products, and new lines of business that did not yet exist.

Forecasting 52

Forecasting Scale Underperforming Technical Team Technical Review 52

Tom Tunguz

NOVEMBER 4, 2014

AWS, Twilio, Heroku, etc. Third, contracts mitigate churn rates because the customer is only making a renewal decision once per year, instead of 12x per year. Just a quick reminder: Payback Period = Cost of Customer Acquisition/Gross Margin. So does Expensify, which decreases the time to file expenses.

Pricing 120

Pricing Startup SaaS Payments Payment Methods 120

OpenView Labs

APRIL 24, 2019

But in fact, our customer acquisition cost goes up. When you’re constantly churning salespeople, it’s like a painful boomerang that creates a bad reputation in the marketplace. Perfect example from a startup I’ve been keeping in touch with: As a founder, that’s an awful lot of work for 1 hire, especially when you need to hire more!

Sales Recruiting 64

Sales Recruiting Sales Hiring Scale Sales 64