Baremetrics

AUGUST 1, 2021

So what works (and doesn’t work) as a SaaS acquisition strategy? In this article, you’ll learn 5 keys to building a purpose driven acquisition strategy for your SaaS and how to avoid common mistakes along the way. SaaS Customer Acquisition: Getting the basic right How to Build a Purpose-driven SaaS Customer Acquisition Strategy 1.

Acquisition 98

Acquisition Strategy SaaS Underperforming Technical Team 98

Baremetrics

MARCH 23, 2021

When looking at metrics and benchmarks for SaaS companies , the quality of their landing page is a big part of what starts people moving down the sales funnel. Other concerns affect these rates of conversion as well and studying all of them with the proper benchmarks in place; makes it easier for every company to succeed.

Benchmarks 75

Benchmarks SaaS Social Media Sales Funnel 75

OpenView Labs

NOVEMBER 16, 2021

Customer Acquisition Cost (CAC). Very simply, this metric describes the fully loaded cost of acquiring an average customer. 4 SaaS Customer Acquisition Best Practices. David Skok shares four best practices for improving your customer acquisition strategy and leading the way to scalable growth.

Benchmarks 71

Benchmarks Scale Metrics Sales Recruiting 71

CustomerSuccessBox

OCTOBER 21, 2021

Customer Success has become a must for every SaaS business with the advent of the subscription economy. But just having a customer success department does not solve issues with your churn rate, customer lifetime value, retention rate, or MRR/ARR. It starts by understanding why customer success is important.

Payments 52

Payments Customer Success SaaS Payments Revenue 52

User Pilot

MAY 13, 2024

Customer acquisition cost dashboard tracks investment per customer, analyzing costs versus returns to gauge the effectiveness of acquisition strategies. Customer acquisition cost Customer acquisition cost (CAC) is the total investment that your business makes to acquire one customer.

Metrics 86

Metrics SaaS Acquisition Retention 86

Chart Mogul

JUNE 1, 2023

Segment your retention data by plan, region, or acquisition channel There are so many ways to slice and dice your data and gain insight into your business. For example, you can determine the health of your new customers in their first few months of paying for a subscription and identify when the new customers are dropping off.

Retention 90

Retention Metrics Benchmarks SaaS 90

Kellblog

MARCH 17, 2022

Customer acquisition cost (CAC) and the CAC ratio. How it differs for new customer and expansion ARR. Benchmarks for many of these metrics from the KeyBanc 2021 SaaS Survey. I gave a talk on this at SaaStr two years back. LTV/CAC ratio.

Metrics 100

Metrics Customer Success SaaS Benchmarks 100

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. . It’s tempting to prioritize new customer acquisition as your top growth priority. . Don’t forget that your best source of growth is usually right in front of you: your existing customers.

Payment Services 80

Payment Services Benchmarks SaaS Payments Merchant Services 80

OpenView Labs

DECEMBER 8, 2021

Product-led growth (PLG) has amplified a noticeable change in how companies think about customer acquisition. The function that handles most of that journey is Customer Success, a group that’s starting to rightfully get the attention it deserves. Happy customers stick around and recommend your company to their friends.

Customer Success 64

Customer Success Acquisition Retention Benchmarks 64

CustomerSuccessBox

DECEMBER 9, 2021

This article aims to compile the key Customer Success KPIs we have to look out for in our Customer Success journey in 2022. Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. Customer Satisfaction Score (CSAT).

Customer Success 52

Customer Success Benchmarks Churn Scale 52

CustomerSuccessBox

JULY 19, 2021

What Saas businesses do not realize is that excelling in Customer Success (CS) can be a key component to low churn rates and successful business growth. Hence, Customer Success Management together with a solid strategy results in a decreased customer churn, increased upsell opportunities, and renewals.

Customer Success 52

Customer Success Technical Review Churn Software Review 52

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Scale 85

Scale Customer Success Retention Strategy 85

Payrix

MAY 14, 2024

So, I think about the structure that we have here and really leveraging revenue ops and enablement are really key to driving that efficiency, especially in a customer success, partner success, or sales organization. They had a separated sales org, customer success, partnerships teams. So that’s one bucket.

Payments 147

Payments Payment Services Payment Solutions SaaS Payments 147

ChurnZero

MAY 7, 2021

In the rapidly maturing field of Customer Success, if you don’t stop to take stock of the strategy, processes, people, and technology that guide you, it’s easy to lose sight of where you are, and more importantly, where you’re headed. You’re short on benchmark one and benchmark three.

Customer Success 59

Customer Success Benchmarks Churn Onboarding 59

Sixteen Ventures

MAY 15, 2018

Customer Success is when your customers achieve their Desired Outcome through their interactions with your company. If you focus on Customer Success , churn will not be an issue. Which is why I created my… Churn Classification for Customer Success Management. At least in theory.

Churn 81

Churn Customer Success Management Systems Review 81

ChurnZero

SEPTEMBER 4, 2020

You can devote your energy towards solving complex customer problems and brainstorming new ways to bring value instead of letting the coordination of routine communications dictate your day’s productiveness. . Don’t lose the customer’s momentum and excitement with a delayed transition from Sales to Customer Success.

Customer Success 87

Customer Success Engagement Technical Review Onboarding 87

User Pilot

MAY 1, 2024

Improve customer retention by delivering exceptional experiences. Increase customer lifetime value by adding more value. Improve customer acquisition with positive word-of-mouth. All these contribute to a higher customer lifetime value and better revenue for your business. The SMART goal-setting framework.

Customer Lifetime Value 88

Customer Lifetime Value User Experience Retention Scale 88

User Pilot

OCTOBER 5, 2023

TL;DR The CAC payback period measures the time it takes for a company to recover the money invested in new customer acquisition. This metric helps SaaS companies choose the most effective customer acquisition channels , diagnose inefficiencies in customer retention strategies , and inform pricing decisions.

SaaS Payments 92

SaaS Payments Customer Lifetime Value Acquisition Payment Solutions 92

ChurnZero

DECEMBER 9, 2022

However, given her CS background, Gabby never envisioned herself becoming a CEO, as she explained during her keynote session, “ The new ‘C’ in CEO ” at ChurnZero’s Customer Success Leadership Summit, BIG RYG. We also measure NPS, and we benchmark that across all acquisitions.

CTO Coach 52

CTO Coach Customer Success VP of Engineering CTO Hire 52

ChurnZero

MARCH 18, 2022

They also discussed the impact of these metrics on your plans as a Customer Success professional and your company overall. Key SaaS and Customer Success metrics you should care about. What boards and investors expect from your Customer Success organization. You would use euros instead or pounds in the UK.

Customer Success 98

Customer Success Metrics SaaS Banking 98

Totango

JANUARY 10, 2024

Practice tactical listening and learning In recent years, Waystar has seen a high amount of growth, both organically and through acquisition, which has changed the leadership dynamics within the organization. These are the three takeaways that stood out to me: 1.

Payment Services 93

Payment Services Payments Leadership Healthcare 93

User Pilot

MAY 20, 2024

You will find out what customer advocacy is, how it improves retention and other key metrics, and learn about different types of customer advocacy programs and how to build them. TL;DR We talk about customer advocacy when a loyal customer promotes your product in their network. Let’s get into it, shall we?

Scale 92

Scale Strategy Social Media SaaS 92

OpenView Labs

NOVEMBER 12, 2020

When we were preparing the 2020 expansion SaaS benchmarking survey, our biggest question was: “How did COVID-19 and the economic downturn affect private SaaS companies?” 6 months, 12 months, 24 months) so that AEs remain focused on new customers. ” In short: It made SaaS companies even stronger.

Benchmarks 52

Benchmarks Scale Technical Review SaaS 52

OPEXEngine

FEBRUARY 4, 2020

Today we’re taking a deep-dive into one of the most crucial SaaS metrics around: customer acquisition cost (CAC). HOW TO CALCULATE CUSTOMER ACQUISITION COST. Customer acquisition cost is designed to tell you how much you need to spend to acquire a single new customer. CAC AND CUSTOMER SUCCESS.

Acquisition 45

Acquisition Underperforming Technical Team Metrics Customer Success 45

Valuize Consulting

OCTOBER 20, 2021

Are You Making The Most Of Your Customer Data? In enterprise organizations, Customer Success Managers (CSMs) interact with dozens of customers every day, with each interaction holding valuable information. So, how can you empower your Customer Success Organization with the right approach to customer data management?

Data 52

Data Customer Success Scale Government 52

Tom Tunguz

SEPTEMBER 21, 2014

This post is part of a continuing series evaluating the S-1s of publicly traded SaaS companies in order to better understand the core business and build a library of benchmarks that might be useful to founders. To offset the mostly one-time payment from customers, Tableau employs a land-and-expand strategy.

Benchmarks 100

Benchmarks SaaS Payments Metrics Scale 100

User Pilot

JANUARY 15, 2024

Key metrics to include in your dashboards include retention rates, user stickiness, monthly active users, conversion rates, customer acquisition costs, customer lifetime value, and monthly recurring revenue. The metric can also be used to measure the performance of your customer success or customer support teams.

Metrics 88

Metrics SaaS Customer Lifetime Value Retention 88

User Pilot

APRIL 29, 2024

Mastering SaaS renewals’ best practices can transform a routine administrative task into a strategic opportunity to drive customer success and propel your business toward sustainable growth. Use interactive walkthroughs to drive customer success. Offer self-service support to improve customer satisfaction.

SaaS Payments 77

SaaS Payments Business SaaS Payment Solutions 77

OpenView Labs

SEPTEMBER 17, 2019

This week we released our third annual Expansion SaaS Benchmarks report. But benchmarks alone are not enough. We’ve got to make the leap from benchmarks to action. Here’s our advice on how to use the benchmark data to grow even faster in 2020. But sales looks more like customer success in a PLG business.

Benchmarks 41

Benchmarks Underperforming Technical Team Scale SaaS 41

SaaStr

FEBRUARY 15, 2019

Chetan Puttagunta , General Partner @ Benchmark: Why does Chetan believe we have seen a strong decline in the per seat pricing model? In the earliest days, Salesforce had a philosophy and that philosophy was customer success. How can founders determine which variable they should choose for their product? Most VCs are wrong.

Pricing 108

Pricing Benchmarks Scale SaaS 108

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business. Invest in Your Customer Success Team.

Churn 96

Churn Strategy Technical Review Benchmarks 96

User Pilot

MAY 2, 2024

It’s crucial for SaaS businesses because it drives revenue growth, increases customer lifetime value , reduces customer acquisition costs , and fosters positive word-of-mouth marketing. Customer acquisition cost Customer Acquisition Cost (CAC) is the total cost associated with acquiring a new customer.

Retention 91

Retention Metrics Strategy Scale 91

Chaotic Flow

MAY 13, 2014

It takes time, commitment and plenty of customers. However, the financial rewards of moving beyond standard SaaS financial metrics to SaaS customer success metrics and ultimately to sophisticated predictive analytics are significant. Marketing makes demand generation plans around revenue, upsell and acquisition cost targets.

Metrics 135

Metrics SaaS Compensation Benchmarks 135

User Pilot

DECEMBER 3, 2021

Measuring the magic number can tell you when you need to focus on customer expansion rather than customer acquisition. A magic number below 1 means you should focus on retention and customer success while a magic number above 1 means you should increase your marketing spend. New user revenue vs expansion revenue.

Metrics 92

Metrics SaaS Scale Churn 92

Sales Hacker

SEPTEMBER 4, 2018

What is Customer Success and why do you need it? Gain a new customer, you increase revenue. What happens when you lose more customers than you gain? It may happen sooner or later, but failure is the only prospect a business faces when customer loyalty plunges. Guide overview: What is Customer Success?

Customer Success 56

Customer Success Scale Technical Review Systems Review 56

Cobloom

JUNE 3, 2019

SaaS metrics provide answers to important questions: how can we increase customer acquisition ? How profitable are our customers? To help you understand and improve your performance, I've put together a comprehensive guide to 50 essential SaaS metrics (loosely divided into Growth, Marketing, Sales and Customer Success ).

Metrics 105

Metrics SaaS Benchmarks Acquisition 105

Sales Enablement, SaaS and Growth

OCTOBER 29, 2018

If businesses with high churn continue to acquire new customers they’re going to waste time and resource, and have little to show for it. Source: HubSpot Retention trumps acquisition While new client acquisition often captures the attention of business leaders, in my experience, many companies are taking the wrong approach.

Churn 152

Churn SaaS Payments SaaS Payments 152