Stax

JANUARY 8, 2024

For SaaS companies, becoming a payment facilitator (or PayFac) offers a ton of advantages—including but not limited to—boosting retention and profitability while exercising greater control over the customer experience. For instance, a customer may order a product and receive it but claim they didn’t.

Merchant Services 88

Merchant Services Payfac Payment Services SaaS Payments 88

User Pilot

AUGUST 14, 2023

To avoid these inaccurate insights, we will dive into the nitty-gritty of different biases and the ways you can avoid them. Avoid biased questions, ask fewer questions overall, include open-ended questions, and properly segment respondents before running surveys. And we are here to help! What is survey bias?

Underperforming Technical Team 93

Underperforming Technical Team Scale Technical Review Systems Review 93

Sales Hacker

JULY 21, 2021

“We’re looking for a strategic rockstar sales rep who knows how to leverage and optimize our customers’ digital transformation to really move the needle!”. That thing reps do where they call every lead every day until the customer finally picks up the phone? RevOps helps achieve sales and marketing alignment”.

Sales Hiring 125

Sales Hiring Underperforming Technical Team Sales Sales Enablement 125

User Pilot

AUGUST 21, 2023

Product management encompasses the entire SaaS lifecycle from ideation to launch and everything that follows. Here are the product management skills and experience questions you should ask: How do you perform customer research? How have you overcome product failures/challenges or poor user feedback? What is product vision?

Interviewing 98

Interviewing Underperforming Technical Team Management Sales Hiring 98

Chaotic Flow

APRIL 14, 2015

When I’m not completely absorbed with my agile marketing software startup , I do a bit of SaaS consulting on the side. SaaS colleagues come to me with a wide variety of problems from positioning to sales compensation to churn analysis, but lately I’ve noticed a common theme: poor SaaS customer alignment.

Scale 156

Scale SaaS Churn Compensation 156

User Pilot

JANUARY 29, 2023

Without validating features, it’s easy to create products that aren’t aligned with their vision or are difficult to differentiate. The technique helps you ensure alignment between product vision , mission, goals, and initiatives. Avoid product failure For starters, the feature validation process helps you avoid product failure.

Management 98

Management Underperforming Technical Team Interviewing Scale 98

User Pilot

JUNE 5, 2023

The SaaS conversion funnel adapts the traditional marketing funnel to the unique B2B SaaS environment. The SaaS funnel was designed to help SaaS business owners navigate the tricky world of a high-churn, often oversaturated B2B market. SaaS Conversion Funnel. Book a demo to learn how it can help you, too.

SaaS 95

SaaS Sales Funnel Customer Lifetime Value Acquisition 95

Baremetrics

AUGUST 6, 2021

As a SaaS founder, a hundred tasks are bound to occupy your mind on a daily basis. HR in Today’s Startup World As holds true for most things, a problem avoided is better than a problem solved. Proactivity and good organisation is also the key to avoid common hiring pitfalls that could lead to catastrophic consequences.

Underperforming Technical Team 130

Underperforming Technical Team Outsourced Development Consulting Scale 130

Sales Enablement, SaaS and Growth

MARCH 23, 2020

Companies which don’t use mental models risk unleashing mayhem with poor choices or becoming bloated and bureaucratic by reducing the volume and speed at which decisions are made - both scenarios are undesirable and will impact growth. The table below shows the impact of mental models on decision-making: Decision-Making.

Underperforming Technical Team 213

Underperforming Technical Team Scale Sales Hiring Marketplace as a Service 213

Tom Tunguz

NOVEMBER 11, 2014

The modern SaaS startup asks marketing to fill the top of the funnel, sales to qualify and close leads, and customer success to retain customers. But sometimes, SaaS companies struggle with this model, particularly when churn rates increase in a business. All of these goals are in tension and are interconnected.

Customer Success 111

Customer Success Startup Sales Hiring SaaS 111

Intercom, Inc.

OCTOBER 26, 2018

Customer success means wildly different things to different companies in the SaaS industry. Many organizations create customer success teams but there’s no clear definition as to how these teams develop long-term value for both the customer and the business. The role of customer success teams.

Sales Hiring 123

Sales Hiring Customer Success Scale Underperforming Technical Team 123

User Pilot

APRIL 7, 2023

What are the different types of B2B customer insights for SaaS businesses? However, customer insights can help your teams understand all aspects of your B2B partners. This post will take you through the 5 types of B2B insights, discuss the methods of collecting them, and show you the best tools for analyzing customer sentiment.

B2B 98

B2B Underperforming Technical Team B2C Scale 98

SaaStr

JANUARY 12, 2023

It’s not just about avoiding a down-round and targeting the most attractive exit options–it’s also how you pull ahead of your competition.”. For companies in B2B SaaS, it also means understanding to whom they’re selling. Data shows a significant shift in company valuations happened from 2021 to 2022. Strategy to win.

Consulting 40

Consulting Underperforming Technical Team Management Marketing 40

User Pilot

MAY 11, 2022

You can use product usage data to develop an effective marketing strategy, improve products, retain customers , as well as to accelerate customer adoption. But what is more important is that without customer segmentation, you simply cannot build a sought-after product with high user loyalty. Curious to get more details?

SaaS 98

SaaS Underperforming Technical Team Onboarding Churn 98

CustomerSuccessBox

NOVEMBER 2, 2021

A seamless handoff from sales to customer success to implementation is necessary to deliver the promised early value. This is crucial to make your customer’s experience easier. CS professionals must have felt the grunt of a bad transition from Sales to Customer Success. Customer Retention. This makes retention easier.

Customer Success 52

Customer Success Technical Advisors Sales Technical Review 52

Sixteen Ventures

SEPTEMBER 10, 2020

It’s critical to understand why your customers churn, but if you’re relying solely on the reason the customer gives you for that churn, you’re definitely missing the actual reason. It’s easy to just ask a customer why they’re cancelling or not renewing and to leave it at that. Run far and fast. Churn: Syntax and Nomenclature.

Churn 131

Churn Customer Success Systems Review Outsourced Development 131

User Pilot

MARCH 27, 2023

Product analytics are used not only by the product team but also by the customer success and the marketing team, as well as UX designers and devs. Product analytics is a data-driven approach to understanding customer behavior and product usage. Segment analysis focuses on common qualities shared by similar users.

Underperforming Technical Team 98

Underperforming Technical Team SaaS Churn User Experience 98

User Pilot

JANUARY 8, 2021

Some industries like SaaS will have an average NPS of 30. This will let you know how well you are truly serving your customers. You have more customers enjoying your product than hating it. NPS or Net Promoter Score is what many consider to be the gold standard of measuring customer loyalty. Source: Userpilot.

Underperforming Technical Team 93

Underperforming Technical Team Benchmarks Onboarding SaaS 93

ProfitWell

NOVEMBER 1, 2019

The idea was to ski down the hill as far as possible, avoiding all the trees and rocks and hitting all the jumps. But after working with hundreds of SaaS companies, I've realized that the same advice applies for your retention rate as well. Yes, churn is inevitable—every customer will abandon your product eventually.

Retention 56

Retention Strategy Underperforming Technical Team SaaS 56

Natalia Luneva

OCTOBER 20, 2020

Helen Peatfield helps SaaS B2B companies by improving their conversion copy and customer flow so they win more customers and keep them too. The 7 Deadly Sins That Kill Your SaaS Website Conversion This session focuses on the seven deadly sins that are killing your conversions and how to fix them.

Technical Advisors 59

Technical Advisors Technical Review SaaS Interviewing 59

User Pilot

MAY 14, 2021

Growing numbers of SaaS companies are adding an onboarding survey to their customer sign-up flows. Those that do often gain insights into the needs of their customers, which ultimately translate into an improved product experience for users, higher activation and greater retention. What is an onboarding survey? Survey Templates.

Onboarding 52

Onboarding SaaS Payments SaaS Underperforming Technical Team 52

Sales Hacker

MARCH 3, 2021

That’s how your customer experience should be. Salespeople create relationships, but it has traditionally been up to the customer success or account management team to nurture them. However, both teams must be aligned every step of the way, with one common goal in sight: delivering the best possible customer experience.

Underperforming Technical Team 75

Underperforming Technical Team SaaS Onboarding Customer Success 75

Sales Hacker

OCTOBER 16, 2019

Want happy employees, happier customers, and more revenue? When we succeeded, it was because of the process and close communication we built between sales and customer service. It takes both of these teams, working together, to design and consistently execute a handoff that sets customers up for long-term success.

Underperforming Technical Team 50

Underperforming Technical Team Sales Outsourced Development Onboarding 50

SmartKarrot

AUGUST 11, 2021

“A customer is a King”, an age-old business mantra that emphasizes the importance of customers or would-be customers in every business. The same is true for companies who are dealing in SaaS products. The lifeblood of the SaaS business is its customers. Fewer features in your SaaS product.

SaaS Payments 19

SaaS Payments Churn Underperforming Technical Team Payment Methods 19

Casey Accidental

OCTOBER 27, 2020

This builds on the first essay in the series of how there has been an increase in interest of SAAS-like models interested in becoming marketplaces over time. In that essay , we also talked about how a more common route for a SaaS business is to become a platform. Integration platforms are ubiquitous in SaaS.

Payments 56

Payments Business Model Payment Solutions SaaS Payments 56

Chart Mogul

MAY 8, 2018

Putting customer feedback to work in your business means having well-defined frameworks for capturing, cataloging and analyzing input from your users. Effectively handling customer feedback is a vital ingredient in reducing churn for subscription businesses. Feedback is the one true indicator of customer happiness.

Scale 65

Scale Technical Review Subscription Payment Features 65

Intercom, Inc.

MARCH 12, 2020

What hasn’t changed is people’s innate desire to be treated as the valued customers they are while having their problem solved. There are now more ways than ever to help your customers solve their problems. Customers don’t mind knowing it’s automated, but they like it when the experience feels natural and personalized.

Airlines 164

Airlines Technical Review Subscription Payment Features 164

User Pilot

JANUARY 17, 2024

Scaling SaaS is not for the faint of heart. If you do not scale, you will be unable to reach a new pool of customers and your competitors will leave you in the dust. If you scale prematurely, you may struggle to satisfy customer expectations. Create flexible pricing packages that are aligned with the needs of all customers.

Scale 105

Scale Scaling SaaS Underperforming Technical Team 105

User Pilot

JULY 9, 2023

Learning to identify double-barreled question examples is key to avoiding them in your surveys. To accurately capture user sentiment with your surveys, you must avoid any question that leads to confusion or frustration. It is quite easy to avoid double-barreled questions. First, keep your questions simple and uncomplicated.

Scale 98

Scale Technical Review Technical Support Scaling 98

User Pilot

MARCH 21, 2024

How do you even know if you have no clue what your ideal customer looks like? That’s why you need a customer profile template. Read on to find out the different types that make a customer profile, how you can create a customer profile template in 5 steps, and some customer profile examples.

Sales Recruiting 105

Sales Recruiting Underperforming Technical Team Interviewing Social Media 105

SmartKarrot

FEBRUARY 10, 2022

As a customer success leader, one of your most important jobs is budgeting for the customer success department. But there is still a lot of parity required for organizations to give customer success equal prominence as other departments in the organization. It is the base on which the customer success budgeting rests.

Customer Success 10

Customer Success Software Review Churn Social Media 10

User Pilot

APRIL 30, 2024

From this article, you will find out how to develop a strong growth marketing strategy and learn growth marketing tactics for different customer journey stages. TL;DR A marketing growth strategy is a comprehensive business growth approach focusing not only on customer acquisition but also on long-term engagement and retention.

Underperforming Technical Team 105

Underperforming Technical Team Strategy Marketing Customer Lifetime Value 105

Stax

FEBRUARY 19, 2024

Software as a Service (SaaS) has made business software more accessible by offering cloud-based, on-demand access to a range of solutions, from project management and collaboration to sales and marketing. But not all SaaS products are alike. Other types of SaaS are relevant only to companies in specific industries.

SaaS Payments 88

SaaS Payments Payment Services Payments Payment Solutions 88

User Pilot

SEPTEMBER 25, 2023

TL;DR In SaaS, concept testing is a research method used to test concepts during product discovery and before their launch. Concept testing helps SaaS businesses validate ideas , make the product development process customer-centric, and detect potential issues early, reducing the risk of product failure. Let’s dive in!

Underperforming Technical Team 105

Underperforming Technical Team Interviewing Data Analysis AI 105

SmartKarrot

JULY 27, 2020

If you are running a customer-centric business, then knowing your customer satisfaction becomes too important. Your customer has to be completely satisfied with the value they are driving from your product. You might not know what your customers feel about your product and your brand.

Scale 19

Scale Technical Support Branding Scaling 19

User Pilot

SEPTEMBER 7, 2023

requiring a free trial before they sign up for a paid SaaS subscription). Identifying your points of parity will help you build loyalty, gain a competitive advantage, optimize positioning, highlight product differentiation , and avoid excessive differentiation. What are points of parity? Competitive advantage.

Branding 105

Branding Subscription Payment Features Cloud 105

User Pilot

SEPTEMBER 4, 2023

Blue ocean strategy has become an increasingly popular business framework over the past two decades, especially in the SaaS industry. Key metrics like revenue growth, customer acquisition costs, and net promoter score can indicate the success of a blue ocean strategy. This supports premium pricing and customer loyalty.

Strategy 90

Strategy Technical Review Business Innovation 90