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

IT World

MAY 13, 2022

Founded in 2013, Solvvy offers an AI-powered self-service customer support agent aimed at easing the load on customer support teams by dealing with simple requests before handing over to a human agent. Customers include technology companies like Calendly, Calm, Seat Geek, and Scribd.

Acquisition 69

Acquisition AI Customer Support Startup 69

Sales Hacker

MAY 10, 2021

The customer journey from acquisition to retention has to be seamless. To create an effective and efficient sales funnel, your sales and customer support teams need to be well trained and in sync with each other. Benefits of involving your customer support team in sales. Identify and fix common pain points.

Customer Support 62

Customer Support Underperforming Technical Team Sales SaaS 62

Tom Tunguz

MARCH 20, 2024

Sales & marketing will initially see a boost from AI as the early adopters reduce cost-of-customer acquisition through novel techniques. Klarna slashed their CS spend by 66% with AI. Let’s declare this tug-of-war a wash. Building products will cost half-as-much as in the past because of AI. Deflationary.

AI Search 231

AI Search AI Scale SaaS 231

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

Tom Tunguz

AUGUST 2, 2016

Channel distribution represents one of the biggest and most important changes in customers acquisition for SMB SaaS startups in quite a while. As many of these channel partners move to newer distribution models, the brokerage channel model in particular, they represent an efficient and leveraged customer acquisition channel.

Outsourcing Services 113

Outsourcing Services SMB Acquisition Scale 113

Practical Advice on SaaS marketing

JUNE 1, 2012

Another week, another software-as-a-service (SaaS) acquisition. To be more accurate, it's really "another week, another four SaaS acquisitions." Among the more prominent purchases, Oracle bought Vitrue, following its acquisitions of Taleo and RightNow. Keeping pace, SAP purchased Ariba for $4.3 What are they buying?

Acquisition 100

Acquisition SaaS Finance Customer Support 100

Tom Tunguz

SEPTEMBER 18, 2016

How fast could a SaaS business grow on paid acquisition? If the business decided today to sprint and acquire as many customers as possible? on the balance dedicated to customer acquisition. Assume zero net churn and no impact of the crush of new customers on sales or support.

Acquisition 113

Acquisition Startup Sales Hiring Payments 113

Sales Hacker

NOVEMBER 28, 2017

For years, our hiring strategy for the HubSpot customer support team was simple. When support reps were overwhelmed with the volume of work, we’d hire another one. This simplistic model of growth worked to get the support team to about 25 people. I had just taken over the support team at HubSpot. Simple, right?

Customer Support 79

Customer Support Sales Hiring Scale Acquisition 79

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 104

SaaS Payments Customer Lifetime Value Payment Solutions Acquisition 104

User Pilot

APRIL 8, 2024

Product-led growth is a well-known bottom-up approach that relies on the product for customer acquisition and revenue expansion. Free trials and freemium enable the users to explore the product and experience its value to convert them into paying customers. WoM playbook How do you turn your customers into product advocates ?

Strategy 88

Strategy Business SaaS Customer Lifetime Value 88

Valuize Consulting

MARCH 22, 2022

To evolve your approach to delivering sustainable and scalable customer value, Valuize’s Founder & CEO, Ross Fulton, spoke with seasoned expert Nani McDonnell , SVP Customer Success & Customer Support at PointClickCare. For us, Cost of Acquisition starts to become really important.

Customer Support 52

Customer Support Interviewing Customer Success Scale 52

ProfitWell

MARCH 25, 2020

Acquisition is the weakest growth lever. We studied the levers—acquisition, retention, and monetization—of 512 SaaS companies. We found that monetization and retention have much higher revenue impacts than acquisition when considering the same level of impact across each growth lever. How do we know this? Improve ROI.

Acquisition 52

Acquisition Retention Payments SaaS Payments 52

SaaStr

OCTOBER 17, 2022

This allows you to present a frictionless renewal and expansion process to your customers, rather than handing them back to Sales. When should you start customer success? As soon as you have a repeatable methodology around customer acquisition. Customer Success is not Customer Support.

Customer Success 212

Customer Success Sales Hiring Scale Leadership 212

Totango

FEBRUARY 23, 2024

Use a customer-centric approach for a successful collaboration Traditionally, the CMO focuses on customer acquisition, answering questions like who is coming into the funnel, which prospects close, and which cohorts convert better at different stages. A salty spread and a sweet topping form a beloved sandwich.

Scale 91

Scale Customer Lifetime Value Acquisition Customer Success 91

Intercom, Inc.

APRIL 14, 2022

As Chief People Officer, David will lead the company’s global People organization, including talent acquisition, onboarding, learning and development, HR business partners, total rewards, diversity, equity and inclusion, and real estate & workplace experience. Welcome Declan Ivory, VP of Customer Support.

Technical Support 129

Technical Support Leadership Customer Support Acquisition 129

FastSpring

DECEMBER 7, 2023

“This is everyday for me, so I love talking about it,” says Carl Hargreaves about mergers and acquisitions. As the Director of Corporate Development & Strategic Partnerships at WP Engine , Carl has worked on many acquisitions and partnerships, including brands like Flywheel, Perfect Dashboard, Block Lab, and recently, Delicious Brains.

Software Review 128

Software Review Technical Review Development Team Review Branding 128

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 102

Acquisition AI Search Onboarding Churn 102

User Pilot

OCTOBER 26, 2023

Product-led growth uses the product as the primary driver of customer acquisition and retention, with minimal reliance on traditional sales and marketing. Growth loops leverage product virality, encouraging existing users to promote the product and attract new customers. Product-led growth. It doesn’t end there.

Acquisition 104

Acquisition Scale Onboarding Marketplace as a Service 104

SaaStr

OCTOBER 26, 2022

25% of the savings are coming from customer support. But user acquisition marketing isn’t being touched. But again, at a cost of gross margins. #4. Cutting costs by $150m — a lot — to get profitable. I hope that doesn’t impact service, but I worry. They still have to grow. Cut that, and you cut your future. #5.

Payments 209

Payments Payment Solutions Payment Methods SaaS Payments 209

User Pilot

NOVEMBER 13, 2023

Sales enablement focuses on equipping your sales team with essential resources to help improve customer acquisition. Here are some tried-and-tested best practices for customer enablement: 1. Introduce personalized onboarding to guide and educate customers from the get-go. Guide customers with product walkthroughs.

B2B 103

B2B Sales Enablement Onboarding Retention 103

SaaStr

JUNE 17, 2023

billion cash acquisition deal in December 2021. Another noteworthy transaction was Adobe’s acquisition of Marketo for $4.75 One such deal that Jason points out was Salesloft’s $2.5 billion, one of the largest deals in martech history. .”

Venture Capital 202

Venture Capital Scale Technical Review Software Review 202

User Pilot

MARCH 6, 2024

Next, use the research insights to map out the customer journey for each persona, focusing on their actions at different touchpoints , challenges, and conversion events. For best results, use multiple acquisition channels , like SEO, PPC adverts, or WOM. The marketing funnel stages focus on customer acquisition.

Social Media 98

Social Media Sales Funnel Acquisition Retention 98

User Pilot

MARCH 25, 2024

Metrics that can affect SaaS business valuation include Monthly /Annual Recurring Revenue, Customer Acquisition Cost , Customer Lifetime Value , Net Revenue Retention, Total Addressable Market, and YoY Growth Rate. CAC = (100,000 + 300,000)/1000 = $400 Metrics for SaaS valuation: Customer Acquisition Cost (CAC).

SaaS 103

SaaS Customer Lifetime Value Acquisition Metrics 103

User Pilot

MARCH 29, 2024

Wrong acquisition channels. Slow response to customer queries. Wrong acquisition channels : Utilizing acquisition channels your target audience does not actively use or engage with results in wasted efforts and resources. Slow response to customer queries : Customer support is a major part of successful user acquisition.

Scale 104

Scale Sales Funnel Onboarding Retention 104

User Pilot

OCTOBER 26, 2023

Product-led growth (PLG) is a go-to-market strategy that leverages the product as the main driver of customer acquisition , retention , and account expansion. That’s also how they access support. It collects information about users’ previous Zendesk experience, the support channels they use, and who they support.

Outsourcing Services 96

Outsourcing Services Onboarding Customer Support Customer Lifetime Value 96

User Pilot

JANUARY 22, 2024

TL;DR Customer success models are frameworks that help organizations ensure that customers can use their products effectively to realize their goals. Customer success is a more proactive and holistic approach than customer support, customer service , or account management. Customer journey map.

Customer Success 96

Customer Success Sales Hiring Scale SaaS 96

Baremetrics

DECEMBER 12, 2021

AARRR is an abbreviation that stands for “acquisition, activation, retention, referral, and revenue”. Acquisition 2. Acquisition This is the first step in the framework. Acquisition starts with people finding you and ends with them being paid customers. Table of Contents. What is AARRR? Activation 3. Retention 4.

Metrics 98

Metrics Acquisition Customer Lifetime Value Retention 98

User Pilot

DECEMBER 23, 2023

So you’re killing two birds with one stone – you increase retention and help reduce your acquisition costs by turning them into your product advocates. Shortens the payback period of the user acquisition cost Speaking of acquisition costs … it’s much cheaper to retain existing users than to acquire new ones.

Retention 98

Retention Customer Lifetime Value Social Media Churn 98

Tom Tunguz

DECEMBER 18, 2018

The recent seasickness in the public markets forces most CEOs adopt a more conservative approach to acquisitions. Facing large swings in valuation, these leaders may struggle to advocate and articulate that large acquisitions are accretive and will be immediately rewarded by share appreciation after an acquisition. Correct.

Blockchain 208

Blockchain Technical Review Machine Learning Artificial Intelligence 208

User Pilot

FEBRUARY 25, 2024

Improving this funnel helps you boost new user acquisition while cutting down on your CAC. Let’s go over the marketing funnel stages and what they represent: Awareness stage : At this stage, potential customers recognize a need or problem they have that your product could potentially solve. Customer review funnel.

SaaS Payments 104

SaaS Payments Payment Services Payment Methods Payment Solutions 104

Incredo

JUNE 25, 2019

Some experts claim that it’s extremely harmful to the company’s ROI and increases customer acquisition cost (CAC). If I don’t like, I have nothing to lose ”) and start nurturing them into paying customers. Freemium plans decrease customer acquisition cost (CAC) as you spend fewer resources to attract people to free access.

SaaS 236

SaaS Pricing Software Review Acquisition 236

User Pilot

SEPTEMBER 11, 2023

In this article, we’ll look into the customer analytics benefits and some of the best tools for getting customer insights. TL;DR Customer analytics involves gathering and interpreting customer data for actionable insights. Businesses can use customer analytics for various purposes, from adoption to retention to growth.

Underperforming Technical Team 104

Underperforming Technical Team Customer Lifetime Value Retention Engagement 104

Tom Tunguz

FEBRUARY 28, 2019

You establish longer term relationships with customers since they can engage with the brand and product earlier on in their journey. You create barriers to entry by reducing the cost of customer acquisition and inhibit newer competitors who might disrupt using this acquisition strategy. There are also costs.

Startup 214

Startup Acquisition Education Pricing 214

Intercom, Inc.

JANUARY 25, 2022

Integrations like the Intercom integration with HubSpot empower these teams to use data from live chat and messaging, smart workflows, and business intelligence to anticipate prospect and customer needs. . Automate customer support inquiries and follow-up.

Artificial Intelligence 216

Artificial Intelligence Sales Sales Funnel AI 216

SaaStr

NOVEMBER 24, 2020

Products include CRMs, customer support, IT management, project management, HR and much more. Join members of their solution engineering team on December 9 at 9 AM PST for a workshop on Stop Losing Customers : 5 Steps to Creating Customers for Life with Freshworks. . Freshworks.

Scale 231

Scale Scaling Outsourced Development compliance 231

User Pilot

OCTOBER 27, 2023

Unlike sales-led businesses, a product-led growth company relies on product virality to drive customer acquisition and frictionless experiences that enable users to realize the product value. What is product-led growth for enterprise customers? How do they handle support for their own customers?

Enterprise 104

Enterprise Business Scale Customer Lifetime Value 104