SaaStr
JANUARY 27, 2024
Dear SaaStr: What is The Average Ratio of Support Staff to Customer Count in SaaS? Typically support consumes about perhaps 5%-7% of your revenue at scale (excluding customer success) in most SaaS models. Another 5%-7% go to core infrastructure costs (AWS, Azure, Snowflake, etc).
SaaStr
APRIL 26, 2024
On an adoption basis, there have been some “green shoots,” particularly with Klaviyo and the impact they’ve had bringing AI from a project siloed or customer interface level and into their core business where they’ve automated 700 humans and over two-thirds of their customer success. Why is Klaviyo noteworthy?
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Clouded Judgement
OCTOBER 28, 2022
Hyperscalers Report Quarterly Earnings This week we saw AWS (Amazon), GCP (Google) and Azure (Microsoft) report earnings. Overall, it wasn’t pretty… AWS grew 28% when expectations were 30-31%. At the same time, Azure came in below expectations. Follow along to stay up to date!
SaaStr
OCTOBER 13, 2022
ChurnZero is the Customer Success platform and partner for growing SaaS and subscription businesses. You need an efficient way to keep your customers successful, reduce churn, drive adoption, and increase net revenue retention.
SaaStr
NOVEMBER 14, 2023
So, it’s more customer-friendly, but it also has its pros and cons. What’s evolved over the years and is driven by hyper-scalers like Google Azure, AWS, Twilio, and Stripe is the consumption-based model. It’s a very customer-oriented approach — you pay for what you use, and closing a deal is the start of a journey.
SaaStr
DECEMBER 26, 2022
The role of AWS, Azure, and Google Cloud Marketplace is becoming increasingly important. “45% From the first quarter of 2018 to the last several years, there has been a nearly 8X increase in software helping companies drive existing customer outcomes. Demand is up for software that drives customer time to value .
Intercom, Inc.
DECEMBER 31, 2019
The most triumphant transfer of control from an original generation leader to a new CEO was surely that of Microsoft, which pivoted from chasing after Apple’s success in the consumer space under Steve Ballmer (don’t mention Nokia ) to successfully focusing on the cloud under Satya Nadella (please do mention Azure).
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