OPEXEngine
DECEMBER 13, 2022
Most SaaS executives can relate to a friendly debate they’ve had at a board or leadership team meeting about what percentage of revenue should come from “upsells” to existing customers or what is “healthy churn.” That’s because benchmarks need to fit the business model and require context in order to be applied in a relevant way.
ChurnZero
JUNE 9, 2023
Good sales teams typically get the budget, headcount and tools they desire because the function is tied to revenue. As a result, CS teams often have to work harder to make the case for headcount, technology and even product requests on behalf of customers. A healthy benchmark is a 95% renewal rate in a given period.
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ChurnZero
NOVEMBER 11, 2022
Overall, the industry’s top five measurements of success are NRR, gross revenue retention (GRR), churn rate, logo retention rate and expansion revenue—while “softer” metrics like NPS appear only further down the list. Related: Which Customer Success best practices should you keep or let go in 2023? However, 76.5% of companies.
Intercom, Inc.
DECEMBER 8, 2020
It can also guide your hiring process if increasing headcount is required to guarantee 24/7 coverage for customers. A disconnect between your tickets opened and tickets completed may indicate a need for better training of support reps, increased headcount, or the introduction of automation to help reduce the strain on your team.
Kellblog
NOVEMBER 23, 2022
Churn ARR is the sum of ARR lost due to shrinking customers (aka, downsell) and lost customers. Ending ARR is starting ARR + new ARR – churn ARR. It’s + churn ARR if you assign a negative sign to churn, which I usually do.) YoY growth in churn ARR. Churn rate (ATR-based) = churn ARR/available-to-renew ARR.
The Angel VC
JUNE 25, 2015
An exception are SaaS startups with a no/low-touch sales model and viral growth (see above) and potentially companies which have a massively negative net MRR churn rate and therefore don't have to acquire as many new customers. Input your monthly net MRR churn rate (i.e. click for a larger version).
InsightSquared
MAY 7, 2019
For these reasons, accurately tracking key sales metrics and benchmarking your performance against peers and market leaders is critical to getting the most out of your sales resources. At the highest level, SaaS companies look at sales expense, headcount, sales productivity and SaaS metrics like: The cost of new customer acquisition (CAC).
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