SaaStr

APRIL 24, 2022

The Private Equity Math of 1+1=3 in SaaS Acquisitions. Navigating the CRO and CMO Relationship with G2 and SalesLoft: Mike Weir, Chief Revenue Officer, G2; Steve Goldberg, Chief Revenue Officer, SalesLoft; Amanda Malko, CMO, G2. Revenue Marketing: Build for Scale with Podium’s SVP, Revenue Marketing Jess Weimer.

Sales Hiring 261

Sales Hiring Revenue Scale SMB 261

SaaStr

APRIL 20, 2024

Challenges in AI Implementation Companies experimenting with AI in customer support face challenges due to the limitations of current AI technology. The current business model for software companies involves spending a significant portion of revenue on sales, regardless of available tools and automation.

Sales Hiring 237

Sales Hiring Startup Marketing Technical Review 237

Totango

NOVEMBER 27, 2023

Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms.

Trends 91

Trends Customer Success Machine Learning Artificial Intelligence 91

SaaStr

JANUARY 24, 2024

Solving High Volume, Low Conversion at Lattice Dini Mehta joined Lattice at $3M in revenue when it had just 10 people in seat for Go-To-Market and 7 salespeople. From a process standpoint, you have to be ready to invest in Enterprise sales and build infrastructure to make sure sales can be successful. The result?

Scale 209

Scale Sales Hiring Scaling Revenue 209

SaaStr

JULY 13, 2022

Co-founder and CEO of Insider , Hande Cilingir, talks about what it takes to write a successful revenue growth story. However, the revenue forecast accuracy and the realization of that revenue each month are more important. Or the revenue their business will generate by month-end. Most people think ?

Scale 204

Scale Sales Hiring Revenue Marketplace as a Service 204

SaaStr

DECEMBER 29, 2023

Q: How do you stand out in terms of customer acquisition against large competitors who aren’t incorporating AI? Q: Where do you see customer success pullback and refocusing that labor to sales and renewals for 2024? “I We’re leaving behind how we did customer success, which was already changing.

Scale 213

Scale Sales Hiring Customer Success AI 213

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

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. This means more than merely being able to hold a conversation about math.

Finance 98

Finance Metrics Customer Success Headcount 98

Totango

JUNE 15, 2022

We’ve been here before, however, and we know that during uncertain times, protecting your customer base is the most important thing you can do for your business. Customer retention is the lifeblood of recurring revenue enterprises, no matter what the external economic circumstances may be. Let us help you.

Customer Success 101

Customer Success Investment Acquisition Communication 101

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Each interaction with our customers is an opportunity to build or break trust, and customer success cannot do this alone,” Hodges said.

Revenue 89

Revenue Sales Customer Success Technical Review 89

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

ChurnZero

OCTOBER 1, 2022

Why is it that the need for operations in marketing and sales is never questioned, yet Customer Success isn’t given the same allowance? Even though CSQLs have a lower customer acquisition cost, faster rate of return, and high close-rate, says Tony D’Auria, industry principal at Valuize, a customer lifecycle consultancy.

Scale 97

Scale Customer Success Revenue Retention 97

User Pilot

APRIL 18, 2023

In SaaS, customer success is needed to ensure that your customers achieve their desired outcomes with your product and become loyal advocates for your brand. But how do you create a customer success strategy that works? And what are some of the best practices and examples across the customer journey?

Customer Success 98

Customer Success Strategy Customer Lifetime Value SaaS 98

SaaStr

DECEMBER 30, 2022

DigitalOcean has done that and grown beyond $150M in revenue in Q3 2022. Cliff Bockard, Senior Vice President of Revenue at DigitalOcean, joined us at SaaStr Scale to discuss how businesses can serve SMBs and still bring in large numbers of revenue. . DigitalOcean brings in over 30,000 customers per month via self-serve (i.e.,

Scale 183

Scale Scaling Revenue Enterprise 183

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

Customer Success 98

Customer Success Scale Strategy Retention 98

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

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

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. Building on the point above, when determining expansion ownership, you want to quantify the established relationships between a Customer Success Manager or salesperson and the customer.

Customer Success 98

Customer Success Engagement Sales Acquisition 98

Totango

JUNE 8, 2022

Recurring revenue models have taken over the world. OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations.

Scale 87

Scale Scaling Revenue Customer Success 87

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. SaaS Customer Alignment Tip #8.

Customer Success 138

Customer Success Underperforming Technical Team Scale SaaS 138

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

MAY 10, 2022

He highlights the three key strategies that helped TripActions scale and boost their revenue. Through this acquisition, TripActions can appeal to different markets by providing tailored solutions for all user needs. . Develop a well-defined vision. It’s normal for people to seek inspiration and leadership during times of uncertainty.

Travel 188

Travel Revenue Underperforming Technical Team Scale 188

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. Start sharing [customer] stories.

Customer Success 98

Customer Success Investment Churn Retention 98

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

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

SaaSOptics

MAY 19, 2022

What Is Customer Acquisition? Customer Acquisition is the process of acquiring new customers in a business. Not only is it one of the main drivers of revenue growth for early-stage companies, but it’s a primary goal for SaaS businesses across market stages. More customers = more revenue.

Acquisition 59

Acquisition Scale Strategy Software Review 59

CustomerSuccessBox

JUNE 28, 2021

But, the year 2020 has seen a boom in the Customer Success space, as a lot of SaaS businesses are now identifying Customer Success as a strong business imperative. The companies have realized the importance of customer success in an overall increase in revenue and profitability. Customer Retention.

Customer Success 52

Customer Success Trends Technical Review Headcount 52

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

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

ChurnZero

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Responsibilities: Own the revenue number for the installed customer base. Customer Success Manager.

Customer Success 98

Customer Success Sales Hiring Outsourced Development Onboarding 98

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 105

SaaS Payments Customer Lifetime Value Payment Solutions Acquisition 105

ChurnZero

APRIL 5, 2022

This is a guest post by Paula Naba , director of Customer Success at Northpass. Did you know that 32% of customers stop doing business with a brand they love after only one bad experience? How about this: customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Education 98

Education Customer Success Customer Lifetime Value Onboarding 98

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

Totango

AUGUST 21, 2020

As competitors become more customer-savvy and customers continue to raise the bar of their expectations, keeping customers happy is no longer the icing on the cake—it is now a main and necessary ingredient for business success, and it comes about primarily through the creation of customer value. CS Defined.

Customer Success 78

Customer Success Sales Hiring Scale Enterprise 78

Sales Hacker

SEPTEMBER 18, 2020

Revenue Operations is at the forefront of a paradigm shift — to view the buyer’s journey as a seamless thread across multiple people, systems, and value propositions. This involves driving more new logo and renewal revenue, lowering customer acquisition cost, and increasing forecasting predictability. Simple right?

Technical Review 121

Technical Review Development Team Review Systems Review Engineering 121

User Pilot

SEPTEMBER 25, 2023

Even the most successful ones have sales teams to close deals with high-value customers. A successful PLG motion allows organizations to reduce customer acquisition and support costs while continuously driving growth by leveraging WOM , product virality , and referral schemes. No companies are 100% PLG.

Acquisition 105

Acquisition AI Search Onboarding Churn 105

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. Were they profitable customers? Start tracking time spent with customers… .

Customer Success 128

Customer Success Churn Leadership Interviewing 128