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. Customer Success is all about delivering value.

Payments 52

Payments Customer Success SaaS Payments Revenue 52

Sixteen Ventures

AUGUST 14, 2022

The purpose of Customer Success is not to make customers happy. It’s actually not even to make customers successful. In this simplistic view, revenue from any new customers that come in that quarter wouldn’t be included in NRR for that quarter, but would be in the starting amount for next quarter.

Customer Success 97

Customer Success Investment Sales Hiring Retention 97

FastSpring

APRIL 26, 2022

Last week, I canceled an annual SaaS subscription (I had three weeks left until renewal). Interestingly, even though I paid for a year-long subscription, the company didn’t let me keep the last three weeks of access to its premium features. This action will immediately downgrade your subscription. Part I: SaaS Churn Benchmarks.

Benchmarks 123

Benchmarks Churn Payments SaaS Payments 123

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. That nuance is derived from three underlying factors: Construct.

Customer Success 94

Customer Success Metrics Software Review Customer Lifetime Value 94

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

ChurnZero

SEPTEMBER 16, 2022

Today, the greatest opportunity for efficient growth lies with Customer Success (CS) teams—the purveyors of customer loyalty. Find out how Customer Success builds financial fortitude and resilience in the latest Punk CX podcast, featuring ChurnZero CEO You Mon Tsang. Focus on your customers’ top three churn risks.

Customer Success 98

Customer Success Investment Churn Retention 98

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. TL;DR The SaaS renewal process involves a series of actions on/before the renewal date that lead to a customer’s renewal.

SaaS Payments 77

SaaS Payments Business SaaS Payment Solutions 77

Chart Mogul

JULY 6, 2023

Churn, SaaS companies should avoid it like the plague. But is the term churn always bad? Say hello to negative churn, churn’s much more friendly sister metric. You won’t avoid negative churn, in fact, you should do everything in your power to achieve it. But is the term churn always bad?

Benchmarks 52

Benchmarks Churn SaaS Customer Lifetime Value 52

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. And when it comes to delivering the right customer success function to your clients you are as good as the tool you use. What is a Customer Success Software?

Artificial Intelligence 52

Artificial Intelligence Customer Success Software Payment Features 52

Totango

JANUARY 26, 2021

Being proactive about churn prevention provides an antidote to customer attrition. Utilizing technology makes it one of the easiest ways to keep more customers. Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn.

Churn 89

Churn Retention Underperforming Technical Team Technical Review 89

FastSpring

JUNE 28, 2019

When companies look at strategies to scale their business there’s almost always a prevalent focus on customer acquisition. Businesses are always on the lookout for ways to expand their user base, attract new customers, and generate new leads. What is customer churn? Intentional churn is exactly what it sounds like.

Churn 69

Churn Payment Services SaaS Payments Payment Features 69

OPEXEngine

JULY 1, 2022

In today’s market, the path to growth for B2B SaaS companies is to continue following the two SaaS lodestars: customer acquisition and customer retention. The Fundamental Value of the SaaS Model is that Customer Retention is Cheaper than Customer Acquisition. Comparing CAC to Customer Success Expense.

Acquisition 59

Acquisition Scale Retention Investment 59

Kellblog

MARCH 13, 2020

Back in the pre-subscription era, basically all the revenue — save for a little bit of services and some maintenance that practically renewed itself — came from sales anyway. Then the subscription era came along. But Maria, the head of Customer Success [1], had a $2B number. Then two complications came along.

VP of Engineering 98

VP of Engineering Customer Success Sales Recruiting Acquisition 98

SaaSOptics

MAY 19, 2022

What Is Customer Acquisition? Customer Acquisition is the process of acquiring new customers in a business. More customers = more revenue. Combining these different tactics makes up an effective customer acquisition strategy , which fuels the entire acquisition process. Plain and simple.

Acquisition 59

Acquisition Scale Strategy Software Review 59

Totango

FEBRUARY 9, 2024

Similarly, to be successful, an enterprise needs to be able to prevent churn and increase revenue growth. In football terms, gross retention, or gross revenue retention (GRR), is like the defense, determined to block any attempts by the opposing team (churn) to breach your end zone (revenue stream). Calculate it! Calculate it!

Retention 108

Retention Underperforming Technical Team Software Review Churn 108

Kellblog

MARCH 17, 2022

Earlier this week I appeared on a webinar with You Mon Tsang , founder and CEO of ChurnZero , a SaaS application aimed at helping subscription businesses reduce churn. If you’re an ARR-based company but do multi-year contracts not every customer has the chance to get out every year. LTV/CAC ratio.

Metrics 100

Metrics Customer Success SaaS Benchmarks 100

ProfitWell

APRIL 8, 2020

Maximizing value for your customers is the best way to reduce churn and improve retention. There are plenty of posts out there telling you which KPIs will help you improve your sales, but in this post, we'll tell you which ones reveal the most about how happy your customers are with your product. What are customer success KPIs?

Customer Success 72

Customer Success Churn Acquisition Subscription 72

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 feedback reveals areas for improvement and solutions to boost satisfaction. Why is customer retention important?

Retention 74

Retention Metrics Strategy Scale 74

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Customer Success 98

Customer Success Metrics Technical Review Scale 98

SaaStr

JANUARY 24, 2024

How do you diagnose and solve churn? So, Dini came in, looked at the data around churn and usage, talked to customers, defined and narrowed Lattice’s core ICP, and made a few changes: They put a minimum in place not to sell to anyone under $4k. Can you start and stop a PLG motion?

Scale 233

Scale Sales Hiring Scaling Revenue 233

CustomerSuccessBox

AUGUST 31, 2021

Customer Success is the key to driving retention, renewals and thereby, increasing recurring revenue for the business. Although it’s upon the Customer Success team to drive retention, renewals, etc., Senior Customer Success (CS) leader VP of Customer Success Head of Customer Success.

Customer Success 52

Customer Success Customer Lifetime Value Churn Acquisition 52

ProfitWell

MARCH 2, 2020

The subscription economy is built on relationships. When your customers are happy, they stick around. That’s what makes a customer success strategy so important. Thinking proactively about how to build products that help customers achieve their goals is the best tool you have for building lasting relationships.

Customer Success 72

Customer Success SaaS Payments Strategy Payment Services 72

CustomerSuccessBox

MAY 26, 2021

If you start looking online for a Customer Success Platform or a solution you’ll most likely come across a lot of discussion about “B2B SaaS, which might cause you to wonder if Customer Success software is only for Subscription-based, B2B companies. This is where Customer Success comes in.

Customer Success 52

Customer Success Business Social Media B2B 52

ProfitWell

MARCH 9, 2020

The subscription business model has seen an immense rise in popularity in recent years, and with good reason. The subscription-based economy grew 350% between 2012 and 2019, and subscription businesses grew revenues about five times faster than S&P 500 company revenues during that time. What is subscription marketing?

Subscription 64

Subscription Payment Features Payment Methods Marketing 64

Sixteen Ventures

DECEMBER 31, 2019

Customer Success is transformative. Whether you have a Software-as-a-Service, subscription or membership business or you sell one-off products or services and simply want to do business with your customer more than once, Customer Success should be your driving purpose. … The Customer Success Book.

Customer Success 136

Customer Success SaaS Payments Payment Solutions Payment Services 136

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. That nuance is derived from three underlying factors: Construct.

Customer Success 52

Customer Success Metrics Software Review Customer Lifetime Value 52

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 94

SaaS Payments Customer Lifetime Value Payment Solutions Acquisition 94

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

APRIL 3, 2022

Customer Success ensures that your customers remain happy customers. Its objective is to guarantee that your customers get the most value from your product. Sending an email with the appropriate intent at the right time is essential to a good customer success email. Customer Success Email Templates.

Customer Success 52

Customer Success SaaS Payments Payment Methods Payment Services 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. Then, you can stop counting them as churn.

Customer Success 98

Customer Success Metrics SaaS Banking 98

CustomerSuccessBox

JUNE 8, 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!

Churn 52

Churn Management Systems Review Onboarding 52

Point Nine Land

JUNE 18, 2023

Grouping is usually done based on when a customer has signed up or converted into a paying customer. By conducting a cohort analysis, you can track customer behavior, retention, churn, and revenue over time. Should I look at churn or retention cohorts? What’s the difference between customer churn and revenue churn?

SaaS Payments 128

SaaS Payments Payment Services Payments SaaS 128

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Calculating the Cost of Customer Acquisition. To calculate your average CAC, total up all the marketing and sales costs that go into your acquisition efforts for a given period.

Acquisition 63

Acquisition Retention Social Media Advertising 63

ProfitWell

APRIL 16, 2020

Some of this is best resolved in the design phase, but training and support for customers who are learning the ropes is also vital in getting everyone up to speed and maximizing their productivity. What is a customer success team? What do customer success teams do?

Customer Success 59

Customer Success Acquisition Churn Software Review 59

Baremetrics

MARCH 23, 2020

I spent over a week speaking with different SaaS founders and marketers about how they successfully reduced churn for their business. churn by doing something every SaaS business should be doing, but most don’t. of his customers. And one showed me a simple tactic their company used that helped reduce churn from 9% to 7.5%

Churn 145

Churn Payment Methods Payment Solutions SaaS Payments 145

ProfitWell

NOVEMBER 4, 2019

Mastering customer success is vital in the subscription space. Not implementing and measuring customer success means you risk losing customers and rising customer acquisition costs (CAC). What is customer success? Customer success is exactly what it sounds like.

Customer Success 73

Customer Success SaaS Onboarding Churn 73

ProfitWell

NOVEMBER 26, 2019

There are a lot of moving parts when it comes to ensuring your subscription business stays healthy. Find out why SaaS analytics are important, which to track, and which tools are best for your subscription business. Find out why SaaS analytics are important, which to track, and which tools are best for your subscription business.

SaaS Payments 85

SaaS Payments Subscription Payment Features Technical Review 85