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

Kellblog

NOVEMBER 17, 2022

Working in my capacity at as an EIR at Balderton Capital , I have recently written a new publication, The Balderton Founder’s Guide to B2B Sales , with the able support of Balderton Principal Michael Lavner and the entire Balderton Capital team. Sales is saying ‘yes’ in response to every question.

B2B 123

B2B Sales Benchmarks Startup 123

SaaStr

DECEMBER 13, 2023

A CMO might come in saying they generated 1200 MQLs last quarter, yet sales feel like they’re starving. For example, if you ask your VP sales for their commit and they say “$4.3M How you really want your VP Sales to answer (and the answer you want to receive) should be the answer/number that you have a 90% confidence level in.

Metrics 303

Metrics Sales Hiring Benchmarks SaaS 303

Chart Mogul

JULY 6, 2023

We’ll also share the latest benchmarks on negative churn among SaaS businesses. Benchmark your churn metrics against 2100+ SaaS businesses How negative churn causes explosive growth How to achieve net negative revenue churn What is churn? If you want, you can learn more about churn basics and benchmarks on our blog.

Benchmarks 52

Benchmarks Churn SaaS Customer Lifetime Value 52

CustomerSuccessBox

APRIL 7, 2022

So, it’s legit to have a customer success team in hand. But with effective customer success, it’s possible to attain those extra gains from the SaaS revenue model. Assess the quality of the customer success efforts. Lay a top-notch customer success journey! The benchmark of Net Retention Rate.

Customer Success 98

Customer Success Payments SaaS Payments Revenue 98

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. Customer Success flexes its authority.

Customer Success 97

Customer Success Benchmarks Scale Underperforming Technical Team 97

Kellblog

JUNE 10, 2021

This is a quick post to share the slides I presented today at the GainSight Pulse Everywhere 2021 conference in a session entitled Net Dollar Retention, Key Benchmarks at $50M, $200M, and $1B in annual recurring revenue (ARR). In the session we discuss: The answer, which is 104%. Median NDR which is surprisingly invariant across size.

Benchmarks 109

Benchmarks Retention Subscription Payment Features 109

Tom Tunguz

JUNE 25, 2020

It contains data on go to market team structure, performance by sales function, marketing spend benchmarks, and customer success priorities. We’ve endeavored to include as much data as possible to help companies benchmark themselves relative to others. The presentation is embedded below. Just pick a metric.

Scale 364

Scale Headcount Benchmarks Retention 364

OPEXEngine

SEPTEMBER 9, 2021

In working with hundreds and hundreds of SaaS CFOs over the past 15 years, I’ve noticed that effective and strategic CFOs incorporate accurate benchmarking into the daily business of the company and especially into the budgeting and planning process. . And, our average comp per person in Sales is pretty high compared to comparable companies.

Benchmarks 52

Benchmarks Sales Hiring Headcount Customer Lifetime Value 52

Valuize Consulting

DECEMBER 7, 2021

Level Up Your Customer Success Organization. In the subscription economy, there’s no debate about whether or not to invest in Customer Success (CS); 70% of rapidly growing businesses say that Customer Success is extremely important ( Hubspot , 2017). The fourth challenge is complexity.

VP of Engineering 98

VP of Engineering Customer Success Sales Hiring Interviewing 98

ChurnZero

JUNE 24, 2022

In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. You can download the full report for net retention and gross retention benchmarks as well as retention metrics in relation to ACV, growth, size, and more.

Benchmarks 52

Benchmarks Retention Software Review Technical Review 52

Baremetrics

MARCH 23, 2021

When looking at metrics and benchmarks for SaaS companies , the quality of their landing page is a big part of what starts people moving down the sales funnel. Other concerns affect these rates of conversion as well and studying all of them with the proper benchmarks in place; makes it easier for every company to succeed.

Benchmarks 75

Benchmarks SaaS Social Media Sales Funnel 75

ChurnZero

NOVEMBER 11, 2022

Customer Success is gaining ground, influence, and budget within organizations. Based on a detailed survey of more than 1,000 Customer Success leaders, this is the most comprehensive study of the evolving CS landscape to date. Download your full copy of the 2022 Customer Success Leadership Study here.

Leadership 98

Leadership Trends Customer Success Investment 98

OpenView Labs

NOVEMBER 30, 2021

In 2021 the ‘ Rule of 40’ died, according to our latest 2021 Financial & Operating Benchmarks report that launched last week. . Pro-tip: churn isn’t just a customer success problem; it’s a business-wide responsibility that requires contributions from each function. . Today growth appears to be all that matters.

Payment Services 80

Payment Services Benchmarks SaaS Payments Merchant Services 80

ChurnZero

NOVEMBER 6, 2020

How can you compare your score to others in your industry, or to any general benchmarks? As a Customer Concierge at Delighted , I spend most of my time talking to companies about their Customer Experience (CX) programs and how to improve them, and I’ve heard these questions from so many of them. External Benchmarks.

Benchmarks 58

Benchmarks Churn Trends Enterprise 58

ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. Lessons learned over the last year from the Customer Success community. Slow down sales and marketing and you can get to breakeven. Customer Success Around the Web. We saw it in our own portfolio.

Benchmarks 98

Benchmarks B2B SMB SaaS 98

FastSpring

NOVEMBER 16, 2022

Out of the Park Developments quadrupled sales in South Korea — the fourth-largest video game market in the world — by localizing its benchmark game into Korean. FastSpring helps software companies sell around the world through localized web storefronts , branded checkouts , global sales tax and VAT management , and more.

Sales 104

Sales Benchmarks Pricing Branding 104

Tom Tunguz

MARCH 18, 2019

Next, let’s compare the sales efficiency. Sales efficiency is a measure of the marginal gross profit generated by a dollar invested in sales and marketing. Looking at gross margin, which is the revenue minus the cost of goods sold (typically hosting costs and customers success), PagerDuty tops the list of 85%.

Metrics 195

Metrics Benchmarks Software Review Engineering 195

CustomerSuccessBox

OCTOBER 21, 2021

Customer Success has become a must for every SaaS business with the advent of the subscription economy. But just having a customer success department does not solve issues with your churn rate, customer lifetime value, retention rate, or MRR/ARR. It starts by understanding why customer success is important.

Payments 52

Payments Customer Success SaaS Payments Revenue 52

Totango

JANUARY 29, 2021

When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client outcomes. What Is a Customer Success Playbook? Why Do You Need Playbooks for Customer Success?

Customer Success 79

Customer Success Customer Lifetime Value Software Review Systems Review 79

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Jay Nathan , Chief Customer Officer, Higher Logic.

Customer Success 87

Customer Success Sales Recruiting Finance Sales Hiring 87

Chart Mogul

JUNE 1, 2023

For example, you can determine the health of your new customers in their first few months of paying for a subscription and identify when the new customers are dropping off. Or, your customer success team might segment this data to determine if customers with discounted plans are more prone to churn.

Retention 90

Retention Metrics Benchmarks SaaS 90

ChurnZero

OCTOBER 22, 2021

Customer Advocacy: How to Get Your Customers and Customer Success Team Invested. At ChurnZero’s virtual RYG, we held a panel discussion with Customer Success leaders who offered up their best advice on how to get both your customers and your team invested in your customer advocacy program.

Customer Success 96

Customer Success Investment Systems Review Technical Review 96

SaaStr

DECEMBER 2, 2021

24 SaaStr 195: How To Truly Understand The Politics of Selling to Enterprise, Why Current Org Charts Are Upside Down and What Your Customer Success Team Has To Be Obsessed with Doing with Dan Reich, Founder & CEO @ Troops.ai. #23

Scale 247

Scale Benchmarks Enterprise Leadership 247

ChurnZero

MAY 14, 2021

How to Define, Measure, and Advocate for Customer Success Operations. Have you ever wondered: What’s the difference between Customer Success Management and Operations? When should I add Customer Success Operations and how do I advocate for the role? Rachel Yockey , Vice President of Experience at Realync.

Customer Success 81

Customer Success Scale Sales Hiring Retention 81

yoursales

JUNE 2, 2023

Sales Forecasting: A Strategic Imperative Sales forecasting is a critical process for any B2B organization, particularly for companies operating in a highly competitive landscape. Sales leaders’ primary concern revolves around accurately forecasting sales.

Forecasting 86

Forecasting Sales Sales Funnel B2B 86

OpenView Labs

DECEMBER 14, 2021

OpenView’s 2021 Finance and Operating Benchmarks Report highlights a framework that can unwind this death by a thousand cuts analysis to start with a simple question: Should we allocate resources to R&D (product) or to sales & marketing (sales)? OpEx Spend Benchmarks: Product or Sales? .

Scale 80

Scale Sales Benchmarks Finance 80

SaaStr

NOVEMBER 30, 2023

The four stages of growth are: Early stage Early growth Growth Pre-IPO Each of those stages has key GTM milestones, benchmarks, and team-building strategies that allow you to grow effectively. According to ICONIQ’s data, many successful companies hit a growth plateau at around $15M ARR.

Scale 239

Scale Sales Hiring Scaling Outsourced Development 239

ChurnZero

AUGUST 14, 2020

At ChurnZero, we’re humble enough to admit that Customer Success software can’t do it all, and quite frankly, it shouldn’t. We stick to our circle of competence and focus on our area of expertise: Customer Success software. It’s Customer Success for us. Customer Relationship Management (CRM) Software.

Payments 87

Payments Payment Solutions Customer Success Software Review 87

ChurnZero

MAY 8, 2020

Customer Success is a relatively new discipline and has not faced a major economic event such as COVID-19. We all know Customer Success professionals who have been laid off or furloughed. Speakers: Mikael Blaisdell , Executive Director, The Customer Success Association. are built into this model.

Customer Success 59

Customer Success VP of Engineering Scale Benchmarks 59

Kellblog

MARCH 17, 2022

How it differs for new customer and expansion ARR. Benchmarks for many of these metrics from the KeyBanc 2021 SaaS Survey. LTV/CAC ratio. An attempt to measure what something costs against what it’s worth , but one that has generally failed and is now being replaced by NRR.

Metrics 99

Metrics Customer Success SaaS Benchmarks 99

ChurnZero

SEPTEMBER 4, 2020

You can devote your energy towards solving complex customer problems and brainstorming new ways to bring value instead of letting the coordination of routine communications dictate your day’s productiveness. . Don’t lose the customer’s momentum and excitement with a delayed transition from Sales to Customer Success.

Customer Success 87

Customer Success Engagement Technical Review Onboarding 87

OpenView Labs

NOVEMBER 12, 2020

When we were preparing the 2020 expansion SaaS benchmarking survey, our biggest question was: “How did COVID-19 and the economic downturn affect private SaaS companies?” Companies were (surprisingly) efficient with their sales and marketing dollars. Buddy up with the best sales reps. ” Easy to say, hard to do.

Benchmarks 52

Benchmarks Scale Technical Review SaaS 52

ChurnZero

MARCH 18, 2022

They also discussed the impact of these metrics on your plans as a Customer Success professional and your company overall. Key SaaS and Customer Success metrics you should care about. What boards and investors expect from your Customer Success organization. You would use euros instead or pounds in the UK.

Customer Success 98

Customer Success Metrics SaaS Banking 98

Sales Hacker

AUGUST 11, 2023

Before we get into it, curious to hear your thoughts on last weeks Sales Hacker/GTMnow announcement ?! This week I sat down and interview the VP of Sales at Crunchbase , Ang McManamon. Ang shares her 5 P’s of Sales Leadership: Professionalism Preparation Process Performance Play More on these below. Grit is a must-have.

Scale 63

Scale Leadership Sales Hiring Sales 63

Tom Tunguz

SEPTEMBER 14, 2014

This post is part of a continuing series evaluating the S-1s of publicly traded SaaS companies in order to better understand the core business and build a library of benchmarks that might be useful to founders. Today, we’ll look at Veeva, masters of the massive enterprise sale, and one of the most remarkable SaaS businesses.

Benchmarks 119

Benchmarks Metrics SaaS Healthcare 119

OpenView Labs

SEPTEMBER 8, 2021

45% of expansion stage SaaS companies now say they have a usage-based or consumption-based pricing model, according to data from OpenView’s forthcoming 2021 Finance and Operations benchmarks report. . That’s why top usage-based SaaS companies instill a customer success mindset across every team. Bill.com—1.4. Shopify—1.0.

Pricing 64

Pricing Customer Success Scale Compensation 64