SaaStr

JULY 11, 2024

In this article, you’ll learn about the 4 vital signs investors are looking for: Revenue growth Sales efficiency Churn Cash burn When you’re at $0-$5M in revenue, most of your investment goes into product. By the time you get to Series C, investors aren’t asking a lot about the founding team or product vision. You want to see about.7

Scale 293

Scale Scaling Churn Investment 293

Intercom, Inc.

OCTOBER 18, 2021

Popular metrics like churn rate and conversion rate inform product strategy and help various company stakeholders to understand a product’s value. Example: How data informed the design of our Articles feature. A great example of this is our knowledge base product, Articles. What are product metrics?

Metrics 269

Metrics Customer Lifetime Value User Experience Engagement 269

User Pilot

JANUARY 2, 2025

In this article, Ill share examples of 9 excellent surveys from successful SaaS companies, highlight the qualities of successful surveys, and how to design a good survey. Asana’s churn survey Asana uses a churn survey to understand why users cancel their subscriptions. Survey examples: Asana churn survey.

Scale 102

Scale Churn Underperforming Technical Team Scaling 102

SaaStr

JUNE 5, 2020

This article looks at the history of SaaS as it relates to financial capital and production capital. With the Salesforce IPO in 2004, we saw the first sign that institutional investors were comfortable with a standard set of SaaS metrics: Churn, sales efficiency , ARPU, LTV, customer acquisition cost , and so on. . Gross margin 85%?

Venture Capital 277

Venture Capital Technical Review SaaS Scale 277

Stax

APRIL 15, 2025

In this article, we’ll explain what MRR is, how businesses calculate MRR, and how to improve your monthly revenue for sustainable long-term growth. There are some important variations to MRR that would be good for your sales team to be aware of, including new MRR, expansion MRR, and churn MRR. Let’s get started.

Payments 88

Payments SaaS Payments Revenue Payment Services 88

SaaStr

JULY 29, 2021

Ok my top list, with a SaaStr article on the topic: Take your time to find a great co-founde r. Drive NPS up, and churn down. Q: What are the top 20 pieces of advice for building a successful SaaS startup? It may seem like you are in a hurry, but in the end, anything less than a great co-founder will set you back. A bit more here.

Sales Hiring 306

Sales Hiring Sales Recruiting Interviewing Engineering 306

SaaStr

JUNE 7, 2019

Whether we want to admit it or not, payments can play a big and often unseen role in contributing to or reducing customer churn. In this article, we’ll take a look at some of the common payments obstacles faced by SaaS companies today and how they can be resolved. Reducing Churn. Creating seamless customer experiences.

SaaS Payments 225

SaaS Payments Payment Services Payment Methods Payment Solutions 225

Intercom, Inc.

SEPTEMBER 28, 2021

This approach was crucial to designing our Articles product. Classifying customer knowledge base maturity when building Intercom’s Articles product. Early customers have smaller content libraries (less than 100 articles), fewer authors, and uni-layered, mono-lingual content structures.

Scale 249

Scale Management Sales Hiring Healthcare 249

User Pilot

NOVEMBER 14, 2024

In this article, you will explore why customer expansion matters for your SaaS growth, discover various customer expansion tactics, and learn how to embed them in successful expansion campaigns. Downgrade or churn rates in expanded accounts to see if your upgrades deliver lasting value.

Strategy 105

Strategy Payment Solutions Payments Customer Lifetime Value 105

Clouded Judgement

JUNE 19, 2024

Q1 Top Performers If you don’t have time to read the rest of this article, here are the companies who I believe really stood out (from a financial perspective). For businesses selling predominantly to SMB customers, these benchmarks are all slightly lower given the higher-churn nature of SMBs.

Cloud 318

Cloud GCP(Google Cloud Platform) Software Azure 318

The Angel VC

APRIL 6, 2019

If you haven’t seen it yet, the central idea of the article was to look at how many customers you need, for a given ARPA, to get to $100 million in annual revenue and what this might mean for your sales and marketing strategy. Back in 2014, I wrote a post titled “Five ways to build a $100 million business”.

SaaS 277

SaaS Scale Business SMB 277

Clouded Judgement

JUNE 6, 2025

I wrote an article about ERR vs ARR. Customers sign multi-year contracts, churn and expansion are stable, and revenue can be confidently modeled. Subscribe now How to Spot ERR Last March (crazy it’s already been a year since I wrote this post!) Here’s a quick summary of that post.

130

130

User Pilot

NOVEMBER 7, 2024

In this article, we’ll help you pick the right customer success program, covering aspects like: Tips for choosing the right customer success platform. It enables proactive engagement by identifying critical touchpoints , allowing your support teams to build strong relationships and reduce customer churn. G2 rating : 4.8

Customer Success 105

Customer Success Enterprise Software Review Startup 105

Totango

NOVEMBER 21, 2024

Imagine a tool that not only predicts customer churn with laser precision but also unlocks new avenues for growth, ensuring your business thrives in today’s competitive landscape. With targeted interventions, they significantly reduce churn. Welcome to the future of customer success with Unison.

Customer Success 62

Customer Success AI Churn Data Analysis 62

User Pilot

APRIL 24, 2025

This article shares exciting product manager roles focused on retention and churn and showcases standout candidates in the field. Salary Cash compensation range: $183,000$293,000 annually Apply Here Apply here Recommended candidates for product manager focused on churn and retention job offers Now, lets turn the tables.

Payment Methods 52

Payment Methods Payment Solutions Retention Churn 52

User Pilot

DECEMBER 18, 2024

This article will help reduce such churn by refining your product management and UX analysis approach. Retention analysis : Analyze user behavior to understand why they abandon your product and identify strategies for reducing churn. Like most articles you’ll find online, our article mentions several analysis methods too.

Data 105

Data Underperforming Technical Team Outsourcing Services Technical Review 105

Intercom, Inc.

JUNE 13, 2022

For example, you can segment your NPS® scores by region, product feedback by user persona, churn reasons by subscription type, and more – enabling you to better understand your customers and quickly take action based on their feedback. To explore our new reporting capabilities, check out our help center article here.

Data 197

Data Software Review Systems Review Mobile 197

Intercom, Inc.

DECEMBER 2, 2019

Offering multilingual support doesn’t just drive CSAT scores, it can even impact churn. Intercom Articles can automatically translate your help center. With Intercom’s Articles , a multilingual help center is just the beginning. Here are our key findings: 1.

Scale 209

Scale Outsourcing Services Scaling Technical Review 209

Incredo

JANUARY 14, 2020

You searched it on Google, found an article on a video software provider’s blog, and clicked on the headline. At the end of the post, you saw a freebie on a similar topic. Your email flows are weak. If they become a paying subscriber but churn after a month or 2, means you failed to show the real value of your software.

Sales Funnel 239

Sales Funnel SaaS Sales Social Media 239

User Pilot

MAY 27, 2025

This article breaks down what mobile app tracking is, why it matters, and methods to do it well. Spot early signs of churn by identifying patterns in disengaged users. Retention analytics: Detect churn risks early, find which paths lead to repeat engagement, and visualize cohort trends. G2 rating: 4.6/5

Mobile 93

Mobile Retention Payment Features Onboarding 93

Buffer Resources

JANUARY 7, 2025

Stay AI: Predict and prevent e-commerce subscription churn Source: Stay AI For subscription-based e-commerce businesses, Stay AI uses machine learning to help you keep customers longer. It analyzes the SERP (search engine results pages) for your chosen keyword and makes recommendations on what to include in your article.

AI Search 119

AI Search AI Social Media Marketing 119

Buffer Resources

SEPTEMBER 11, 2024

  With several months of consistent posting under our belts, the LinkedIn creator Bufferoos I spoke to for this article boast a healthy 50,000 followers between us — which is not too shabby! LinkedIn is also a powerful platform for employee advocacy , which has become an important part of our own marketing strategy. 

Social Media 128

Social Media Entertainment Education Branding 128

Intercom, Inc.

NOVEMBER 30, 2021

Juggling outdated, disjointed tools is a recipe for team burnout, customer dissatisfaction, and ultimately, churn. Proactive notifications: Article Inserter (built by Intercom). To protect your support team’s inbox and help your customers get faster resolutions, you can integrate the Article Inserter app with the Messenger.

Technical Review 250

Technical Review Customer Support Payment Methods Payment Solutions 250

SaaStr

DECEMBER 20, 2023

So what they did is shift their PR team to position articles with Forbes or Fortune where they market what they’re doing with an Enterprise customer and how they modernized their GTM with ZoomInfo. Is it Cheaper or Better to go PLG? .

New CTO 305

New CTO Scale Sales Hiring CTO Hire 305

SaaStr

AUGUST 7, 2023

As you’ll learn further down in this article, ARR now means any type of software-related revenue with 100%+ Net Revenue Retention (NRR), even if it’s not truly recurring. Trying to lock companies into multi-year deals quickly can make them less customer-centric until they run into a huge churn wave down the road.

Metrics 244

Metrics SaaS Sales Hiring Finance 244

User Pilot

OCTOBER 19, 2024

In this article, we explore the concept of customer satisfaction – how to measure it, why it is important for your business, and how you can improve customer satisfaction levels. They include metrics like the Net Promoter Score , Customer Effort Score , Customer Churn/Retention Rates , etc. What is customer satisfaction?

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

User Pilot

FEBRUARY 4, 2025

In this article, Ill cover 10 crucial user metrics every product manager should track to turn data into decisions that increase product adoption. High CSAT scores indicate that your product meets user expectations , while low scores highlight dissatisfaction that could lead to churn. Customer churn rate formula.

Metrics 59

Metrics Scale Software Review Churn 59

User Pilot

MARCH 9, 2025

This article will walk you through what customer research really is, from choosing your research methodology to recruiting participants, analyzing feedback , and beyond. Suppose the business goal is to reduce overall churn by 15% within the next quarter. So, a relevant research objective can be to understand customer churn reasons.

SaaS 77

SaaS Social Media Interviewing Scale 77

Intercom, Inc.

JULY 27, 2022

Explore other articles in the series. Integrations with product analytics tools like Amplitude make it easier to understand and measure the impact of customer interactions in Intercom, helping to increase revenue and reduce churn. Explore other articles in the series.

Enterprise 206

Enterprise Headcount Engineering Cloud 206

Intercom, Inc.

JUNE 23, 2020

Businesses who embrace the Conversational Support Funnel by choosing a messenger-based support strategy, and investing in Proactive and Self Serve support, are growing faster, seeing happier customer scores, and lower churn. They are using Articles and Resolution Bot to keep supporting mental and behavioral health providers.

Customer Support 245

Customer Support Scale Underperforming Technical Team Scaling 245

Intercom, Inc.

APRIL 26, 2022

With Intercom Surveys , customer feedback helps you to continuously optimize your business in simple and efficient ways – so from lead capture through to onboarding, NPS, product feedback, and churn, survey insights will help you learn and scale. With Intercom, you can flawlessly communicate with your customers, wherever they may be.

Payment Methods 220

Payment Methods Payment Services Payment Solutions Payments 220

FastSpring

MAY 25, 2023

FastSpring previously presented on SaaS fees pricing and packaging to combat stagflation in 2022, but this article is based on an updated presentation delivered in March 2023 by David Vogelpohl. For more information or to view the prior presentation, check out the additional details at the end of this article.

SaaS Payments 148

SaaS Payments Pricing Payments Merchant Services 148

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!

Retention 115

Retention Underperforming Technical Team Software Review Churn 115

Stax

JUNE 3, 2025

In this article, we’ll break down what a SaaS platform is, highlight real-world examples, and explore key strategies to succeed in the fast-moving software-as-a-service industry. SaaS companies that invest in onboarding, customer education, and proactive support tend to see higher engagement and lower churn.

Payment Services 88

Payment Services DevOps as a Service SaaS Payments Payments 88

Clouded Judgement

SEPTEMBER 12, 2023

Extra pressures around optimizations still exist, however gross churn levels have stabilized, and commentary on earnings calls suggest conversations around new bookings are starting to pick up. When I line up all the companies I analyze in this article by net new ARR added in a quartery, you can see how bad Q1 was.

Cloud 176

Cloud Software Benchmarks Retention 176

SaaStr

JUNE 1, 2021

It just is, and then when you get them, they churn at a higher rate, and so it’s like the math just doesn’t work. As it turns out, no number of brilliant blog articles from me or my co-founder were going to be enough to put up on the Web and someone says, “Oh yeah, these guys are right. Here’s the mistake.

Part-Time VPE 283

Part-Time VPE Technical Cofounder CTO Hire New CTO 283

Intercom, Inc.

NOVEMBER 18, 2020

Customizable workflows and routing will help you to empower customers to self-serve with contextual articles, reduce churn with delightful proactive support, and deliver VIP treatment for those valuable customers that require extra attention. . A note about methodology.

Customer Support 223

Customer Support Trends Scale Market Research 223