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.

Finance 98

Finance Metrics Customer Success Headcount 98

OPEXEngine

JANUARY 5, 2021

CAC includes things related directly to bringing customers in the door — like marketing campaigns, sales outreach, and onboarding processes — as well as more indirect expenses like company headcount and resource costs. Niching down is a strategy that will set you up for sustained, steady growth.

Benchmarks 52

Benchmarks Acquisition Customer Lifetime Value Scale 52

Intercom, Inc.

DECEMBER 8, 2020

Help desk metrics are measurements that allow you to track your performance and effectively adjust your strategy to provide better customer support. It can also guide your hiring process if increasing headcount is required to guarantee 24/7 coverage for customers. What are help desk metrics? Customer satisfaction. Tickets by hour.

Customer Support 211

Customer Support Metrics Technical Review Scale 211

ChurnZero

MARCH 22, 2023

As a CS leader, these tools help keep your team lean, standardize your operations, and give your C-suite visibility into decisions about headcount and tooling. At that point, you’ll probably have customers who are on legacy programs that may not be part of your go-forward strategy, and customers who are a good fit.

Customer Success 97

Customer Success Headcount Finance Leadership 97

OpenView Labs

MAY 24, 2021

In OpenView’s 2020 SaaS benchmarks , we pointed out that public markets were starting to take notice of product-led companies. ” Bessemer called product-led growth one of “three GTM strategies top cloud companies employ in the New Normal” in their State of the Cloud report. have a more traditional sales-led GTM strategy.

Scale 98

Scale Headcount Sales Hiring Benchmarks 98

Kellblog

JUNE 17, 2023

Those who find SaaS benchmark reports as impenetrable as James Joyce. While some SaaS benchmarks include a broad mix of VC-backed, founder bootstrapped, and PE-owned SaaS companies, SaaS benchmarks produced by VC firms generally include only those firms who tried to raise VC — i.e., the moonshots or at least wannabe moonshots.

Scale 102

Scale Sales Benchmarks Metrics 102

ChurnZero

DECEMBER 27, 2022

Throughout the year, the ChurnZero team has shared content that explores so many different aspects of Customer Success, from career growth strategies and team management frameworks to retention tactics and industry benchmarks. Learn the retention strategies ChurnZero’s most resilient customers use—and how you can apply them too.

Leadership 90

Leadership Benchmarks Headcount Machine Learning 90

Kellblog

NOVEMBER 2, 2021

The benchmark lens. The Benchmark Lens. Now that it’s clear that plan-relative performance is only one lens, you may decide to get some benchmark data to see what kind of growth is normal or good at your scale. Is that good? Is that bad? How do you know? The plan lens. The market lens. The Plan Lens.

Benchmarks 119

Benchmarks Scale Headcount Startup 119

ChurnZero

JANUARY 10, 2023

With limited headcount, companies are focused on filling their most critical roles. Customer Success roles focused on enabling strategies to automate processes and increase the CSM-to-customer ratio are emerging and becoming essential to company growth. Reduced budgets sharpen employers’ appetite for niche experience. Last year, 63.3%

Trends 52

Trends Customer Success Headcount Scale 52

ChurnZero

MARCH 22, 2023

As a CS leader, these tools help keep your team lean, standardize your operations, and give your C-suite visibility into decisions about headcount and tooling. At that point, you’ll probably have customers who are on legacy programs that may not be part of your go-forward strategy, and customers who are a good fit.

Customer Success 59

Customer Success Headcount Finance Leadership 59

OPEXEngine

OCTOBER 6, 2022

OPEXEngine, a worldwide leader in SaaS benchmarking, celebrates 1 year anniversary as part of Bain & Company with the release of its “BenchmarkEngine 2023” platform . BOSTON, October 6, 2022 – OPEXEngine, the world’s leading SaaS benchmarking platform, today marks its one-year anniversary as part of Bain & Company.

Technical Review 40

Technical Review Development Team Review Benchmarks Headcount 40

SaaStr

JANUARY 21, 2022

But the truth was, the campaign was performing above the benchmark, but it was a new area for them. Beware of strategies that rhyme—land doesn’t automatically expand. Overhaul and invest in your people strategy. Assume your current strategy won’t work the way you want it to. Dorian’s Top Takeaways for Expansion.

Scale 218

Scale SMB Enterprise Sales Hiring 218

Kellblog

NOVEMBER 23, 2022

Lack of organizational design : management fails to show the proposed high-level organizational structure and how it supports the strategy. But you should have a fairly small set – no more than 5 to 7 – and, again, management needs to show how they’re linked to the strategy. A laundry list of goals. OKRs are great.

Technical Review 116

Technical Review Software Review Forecasting Churn 116

Tom Tunguz

DECEMBER 11, 2016

As SaaS startups scale, sales execution becomes the most tangible metric of a business’ success, and the one by which the business’ health is benchmarked. At this scale, the economics of sales training are plain to see: less headcount required to attain the same bookings run rate. And how much should a business invest?

Scale 100

Scale Sales Hiring Startup Headcount 100

Sales Hacker

NOVEMBER 14, 2019

Regardless of what you call it, it all starts with selecting the right accounts, and that requires an account targeting strategy based on good data. . We’re going to look at what data you need to develop an account targeting strategy and where to get that data. A more realistic benchmark to aim for is 80% accurate data.

Underperforming Technical Team 58

Underperforming Technical Team Technical Review Data Development Team Review 58

OPEXEngine

OCTOBER 31, 2019

Over the past decade benchmarking software and SaaS companies , I’ve had the chance at OPEXEngine to work with hundreds of amazing Finance execs who work incredibly hard at getting the right data to support their company’s goals. SaaS Finance Benchmarks. Ability to accurately benchmark key metrics against peers and market leaders.

Finance 40

Finance CTO Hire Headcount SaaS 40

Sales Hacker

APRIL 29, 2021

To avoid either extreme, when reps are either too involved or not involved enough, the solution is a content supply chain, or a deliberate process for writing, approving, enabling, and sunsetting content in a way that supports your GTM strategy as well as captures the voice of your sales team. Content Management. Content Analysis.

Scale 103

Scale Sales Hiring Sales Headcount 103

Intercom, Inc.

MARCH 24, 2021

Ultimately, self-serve support empowers you to scale your support and provide customers with the fast answers they need, when they need them – without upping your headcount or overstretching your team. Learn the latest strategies for your most personal, efficient support team yet. The same goes for your self-serve support strategy.

Scale 165

Scale Scaling Strategy Headcount 165

ChurnZero

OCTOBER 15, 2021

During one of our BIG RYG Hyper-Workshops on budgeting for Customer Success headcount, Kristen Hayer of The Success League, framed this shift by explaining that as a CS leader, you’re not running a happiness team, you’re running a revenue team. CS moves to a land-and-expand strategy. Why NRR benchmarks are dangerous.

Customer Success 97

Customer Success Benchmarks Scale Underperforming Technical Team 97

Sales Enablement, SaaS and Growth

JULY 24, 2018

The number of employees when things get particularly troublesome are three, 10, 30, 100, 300 and 1,000 - before company headcount hits these milestones you’ll need to rethink how you operate. The Horizons Framework is an effective way to categorise projects, which in turn helps with assigning budget, headcount and timelines.

SaaS Payments 131

SaaS Payments Sales Hiring Payment Services Business 131

Kellblog

JANUARY 2, 2024

The Crux becomes the strategy book of the year. First, I was manifesting this prediction – I wanted it to be the strategy book of the year. It should be in the top ten with Good to Great , Blue Ocean Strategy , Thinking in Bets , The Art of War , and its older sibling Good Strategy, Bad Strategy. Hook ) will help.

AI Search 108

AI Search Technical Review Technical Advisors ChatGPT 108

ChurnZero

DECEMBER 18, 2020

Like let’s take a more conservative approach in the earlier months of the year in terms of adding headcount. For a first look at our top survey takeaways and to benchmark your team against others in the industry, check out the webinar. Maybe a little bit more provisional, and maybe a little bit more conservative.

Customer Success 87

Customer Success Sales Recruiting Finance Sales Hiring 87

SaaSX

FEBRUARY 28, 2021

Many capital investors view that as evidence of capital efficiency and a strong return on equity but the rule of 40 was a concept originally designed to benchmark large, publicly-traded SaaS companies with over $100,000,000 in revenue. Ideally, as a company scales, headcount doesn’t scale exactly in tandem.

Payment Solutions 52

Payment Solutions Software Review Software Payments 52

SmartKarrot

NOVEMBER 17, 2022

Work closely with Growth management to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., Map and benchmark competition and share best practices. Drive operational practices to track the performance of teams and individuals. opportunities and risks). Reduce churn and drive new business growth.

Customer Success 19

Customer Success Development Team Review Systems Review Headcount 19

OpenView Labs

SEPTEMBER 3, 2020

And because culture is so tough to nail down, it can be difficult to create and maintain unless you have a firm grasp of both the big-picture strategy and the day-to-day nuances. Less gossip and guesswork—a sound strategy. Establish a preboarding strategy. Really effective culture is a kaleidoscope, not a photograph.”.

Scale 98

Scale Scaling Underperforming Technical Team Company Culture 98

OpenView Labs

JUNE 10, 2019

Find out how Brent Tworetzky, SVP of Product at InVision, defines the three major roles of product management: strategy, execution and user understanding. Wondering how product management differs between companies that follow distinctly different growth strategies? SaaS product management explained by 6 product managers.

Management 55

Management SaaS Scale Sales Recruiting 55

OpenView Labs

MAY 20, 2019

Benchmarking data shows that it’s harder than ever for new SaaS companies to gain initial traction and reach the expansion stage. A similar strategy has propelled Zoom’s jaw-dropping 118% year-on-year growth (profitable growth, I would add). This begs the question: how much room is left for emerging startups?

Scale 70

Scale Startup Technical Review Software Review 70

ChurnZero

MARCH 22, 2019

To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies. We had one of our portfolio companies with 60% of their headcount reporting up through CS, and that’s how they focused and was the culture of the business.

Retention 61

Retention Payment Methods SaaS Payments Outsourced Development 61

OpenView Labs

MAY 20, 2019

Benchmarking data shows that it’s harder than ever for new SaaS companies to gain initial traction and reach the expansion stage. A similar strategy has propelled Zoom’s jaw-dropping 118% year-on-year growth (profitable growth, I would add). This begs the question: how much room is left for emerging startups?

Scale 51

Scale Startup Technical Review Software Review 51

OpenView Labs

MAY 20, 2019

Benchmarking data shows that it’s harder than ever for new SaaS companies to gain initial traction and reach the expansion stage. A similar strategy has propelled Zoom’s jaw-dropping 118% year-on-year growth (profitable growth, I would add). This begs the question: how much room is left for emerging startups?

Scale 40

Scale Startup Technical Review Software Review 40