ChurnZero

JULY 22, 2021

By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Your rules of engagement should be based on which team is genuinely the best fit in each scenario and has the greatest likelihood of gaining sales traction. Circle of influence.

Customer Success 98

Customer Success Engagement Sales Acquisition 98

ChurnZero

JUNE 9, 2023

Good sales teams typically get the budget, headcount and tools they desire because the function is tied to revenue. However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. Are their features missing the customer wanted?

Finance 98

Finance Metrics Customer Success Headcount 98

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

Kellblog

AUGUST 1, 2019

I think for many sales-aggressive enterprise SaaS startups, a fair amount of churn actually happens at inception. Sales being sales, they found partners willing to do the implementations and simply rode over the objections of our quite qualified PS team. Sales may be in optimistic denial.

Churn 75

Churn Systems Review Customer Success Software Review 75

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

SaaStr

JANUARY 24, 2024

How do you diagnose and solve churn? Sales reps were hosting 4-6 calls daily but most of these calls were early demos or top-of-funnel discovery calls Sales was closing really small deals on one end while talking to really large companies with hundreds of thousands of people on the other. Can you start and stop a PLG motion?

Scale 249

Scale Sales Hiring Scaling Revenue 249

SaaStr

JANUARY 17, 2023

Sales-led vs. product-led is a hot topic right now, and Jason Eubanks, Chief Revenue Officer of Harness, shares the answer during this week’s Workshop Wednesday — held every Wednesday at 10 a.m. What’s his response to startups figuring out which strategy to begin with, product-led or sales-led? “It How do you achieve both?

Startup 250

Startup Sales Sales Funnel Education 250

User Pilot

MARCH 23, 2023

What are the reasons for customer churn in SaaS? And how can customer success teams address them to ensure product growth? As a SaaS company, your ultimate goal is to retain customers and keep them happy with your product. However, sometimes things don’t go as planned, and customers churn.

SaaS Payments 95

SaaS Payments Churn Underperforming Technical Team Payment Methods 95

SaaStr

FEBRUARY 17, 2023

While the allure of customer acquisition can pull a founder’s attention, it’s equally important to dedicate resources to fighting churn and expanding revenue from existing customers. They discuss how Fox helped build a churn-fighting, upselling, and cross-selling machine that continues to generate revenue.

Retention 227

Retention Revenue Startup Sales Hiring 227

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

Customer Success 94

Customer Success Metrics Software Review Customer Lifetime Value 94

Sixteen Ventures

AUGUST 26, 2020

Everything rolls-up to dollars… time and other resources – and even the negative sentiment in the market caused by churning-and-burning customers – all have an associated monetary value. That’s why we call them Bad-fit Customers. But customers that were a Good-fit might become a Bad-fit, depending upon the change.

Customer Success 128

Customer Success Churn Leadership Interviewing 128

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

Chaotic Flow

AUGUST 18, 2015

If they don’t keep their customers around for years, then all that capital invested in customer acquisition will have gone to waste. This is the third post in a series that explores the importance of SaaS customer alignment across the SaaS customer lifecycle. Churn Starts on Day One.

Customer Success 138

Customer Success Underperforming Technical Team Scale SaaS 138

Tom Tunguz

DECEMBER 17, 2014

When discussing customer success for SaaS startups, the conversation focuses mostly on retaining customers and reducing churn. But great customer success organizations can meaningfully impact another critical part of the customer lifecycle, customer acquisition, by catalyzing evangelists to refer new customers.

Acquisition 100

Acquisition Customer Success B2B Churn 100

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

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

SaaStr

APRIL 24, 2022

Don’t Hire a VP of Sales Everybody Loves. The Private Equity Math of 1+1=3 in SaaS Acquisitions. SaaStr 548: How to Build a Super High-Retention Sales Team with Twilio SVP & GM of North America Sales, Alice Katwan. Top Podcasts This Week: 1.

Sales Hiring 285

Sales Hiring Revenue Scale SMB 285

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Are you facing a project like a merger or acquisition that requires you to work with new investors or existing investors in a new capacity? A huge part of how customer success collects intel and feedback from customers is by talking with them.

Customer Success 98

Customer Success Metrics Engagement Software Review 98

SaaStr

NOVEMBER 2, 2021

A little while back, I caught up with a great VP of Sales that had been using Adobe Sign / EchoSign for 11 (!) ” 11 years x $80,000 a year = $880,000 CLTV from that first sale. That was almost a two million dollar TCLTV customer … lost after 11 years to a feature gap. Yes, this customer churned after 11 years.

Scale 304

Scale Churn Retention Acquisition 304

FastSpring

APRIL 26, 2022

In the language of SaaS, I churned. And the experience got me thinking: Was immediate removal of paid features the best chance to keep me from churning? When did I officially count as “churned”? Did they count me as churned on the day I canceled? In part one, we cover benchmarks and common churn formulas.

Benchmarks 115

Benchmarks Churn Payments SaaS Payments 115

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

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

User Pilot

SEPTEMBER 25, 2023

In contrast, a sales-led motion relies on sales teams to nurture leads and make deals. Even the most successful ones have sales teams to close deals with high-value customers. Users prefer the self-service model of PLG to the traditional sales-led approach. Product-led growth (PLG) vs. sales-led growth?

Acquisition 94

Acquisition AI Search Onboarding Churn 94

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn.

Scale 92

Scale Customer Lifetime Value Acquisition Customer Success 92

SaaStr

JULY 25, 2023

Google Cloud Next: Google Cloud Next (now known as Google Cloud Next ’21) is an event organized by Google Cloud to showcase their latest advancements, product announcements, and customer success stories, impacting the SaaS industry. It explores strategies for retaining and expanding customer relationships.

ChatGPT 237

ChatGPT AWS SaaS CTO 237

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 99

SaaS Payments Customer Lifetime Value Payment Solutions Acquisition 99

SaaStr

APRIL 1, 2022

Many founders find themselves confident in one area of their business, whether it be the product, customer success, or, in Schuck’s case, sales. Early in the company’s life, he was more willing to allocate funds to the sales team than to any other department. Mistake #2: Not Doing Mergers and Acquisitions Sooner.

Sales Hiring 251

Sales Hiring Acquisition Investment Leadership 251

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! CustomerSuccessBox. 16 Ventures.

Customer Success 52

Customer Success Scale Technical Review AI Search 52

CustomerSuccessBox

SEPTEMBER 2, 2021

Customer Acquisition Cost (CAC) can be calculated by dividing all the Marketing and Sales costs required to acquire a new customer within a specific time. An average SaaS business spends 92% of their first-year revenue on customer acquisition. How To Calculate Customer Acquisition Cost.

Acquisition 52

Acquisition Payments Scale SaaS Payments 52

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 88

Retention Metrics Strategy Scale 88

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

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. Puneet Kataria.

Customer Success 52

Customer Success Business Social Media B2B 52

SaaStr

APRIL 2, 2023

Mistake: Not scaling based upon leading indicators We’ve had 3 periods in history where we scaled up way too fast: Early on, when we thought the enterprise opportunity for Gainsight’s Customer Success product was huge after closing *1* enterprise deal! Lesson: Be REALLY careful about custom deals and make sure they are worth it.

Sales Hiring 287

Sales Hiring Scale Scaling Customer Success 287

ChurnZero

SEPTEMBER 8, 2020

Since you might not have gotten the chance to carve out two full days from your schedule to listen in on the sessions, here’s our recap of the top ten Customer Success takeaways from the event. . . Calculating churn can be tricky. Join this interesting session by @Kellblog “Churn is dead. Into SaaS ?

Customer Success 90

Customer Success Customer Lifetime Value Churn Retention 90

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

ProfitWell

MARCH 2, 2020

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. It compounds, fostering stronger relationships that retain customers long-term. What is customer success?

Customer Success 72

Customer Success SaaS Payments Strategy Payment Services 72

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