SaaStr

JANUARY 12, 2024

Is it the end of an era for customer success in SaaS? We just wrote up how some of the biggest changes of SaaS are now coming, specifically in Customer Success and Sales. We still want to drive retention and growth and make money. With the number of layoffs, customer success was the highest. The world has changed.

Sales Hiring 261

Sales Hiring Customer Success Scale AI 261

SaaStr

AUGUST 7, 2023

As you’ll learn further down in this article, ARR now means any type of software-related revenue with 100%+ Net Revenue Retention (NRR), even if it’s not truly recurring. CAC stands for Customer Acquisition Costs and measures how much it costs to buy a new customer. If you grow 50%, add at least 25% new customers.

Metrics 203

Metrics SaaS Sales Hiring Finance 203

SaaStr

NOVEMBER 8, 2022

The Threads That Bind Customer and Employee Life Cycles. Most of you are familiar with the customer life cycle, including customer acquisition, onboarding, adoption, cross-selling and upselling, and retention. . Every stage of the customer journey is critical to delivering a best-in-class customer experience.

Underperforming Technical Team 226

Underperforming Technical Team Technical Review Acquisition Company Culture 226

Subscription Flow

APRIL 18, 2024

In such a scenario, what subscription-based businesses like these dating apps usually do is they redirect their energies into improving their customer lifetime value by reworking their customer engagement model. These include discerning the frequency of usage and the details provided by customers during feedback.

Engagement 86

Engagement Customer Lifetime Value Revenue Subscription 86

SaaStr

FEBRUARY 24, 2021

100% Client Spend Retention across 139,000 Customers. I would have expected lower than 100% net revenue retention from Upwork, given that much of the spend can be episodic. On the other hand, happy customers should also spend more (as Team SaaStr does). A good take rate for a marketplace. So what can we learn?

Marketplace as a Service 271

Marketplace as a Service SMB Cloud Enterprise 271

User Pilot

JULY 18, 2023

Tracking your customer churn rate will help you keep tabs on business growth. You will have data sets for analyzing your churn/retention history, which will better position you to make intelligent business decisions. Types of churn rates you should calculate: customer churn rate, revenue churn rate , and involuntary churn rate.

Churn 79

Churn Payments SaaS Payments Payment Solutions 79

User Pilot

JULY 27, 2023

Average salary: $196,172/yr. Average salary: $191,286/yr. Average salary: $192,383/yr. Average salary: $151,254/yr. Average salary: $111,208/yr. Average salary: $100,340/yr. In large companies, the CSM also oversees other customer success roles. Average salary: $95,566/yr.

Sales Hiring 90

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 90

User Pilot

MAY 31, 2023

TL;DR Product adoption refers to the process by which customers integrate a new product into their daily lives or business operations. Experiment with different user journeys to see which ones increase retention rates. Product adoption rate Product adoption rate is the percentage of users who have adopted your product over time.

Metrics 81

Metrics Customer Lifetime Value Churn Retention 81

SaaStr

NOVEMBER 7, 2020

With the average customer paying $5,000,000+ a year, it’s definitely enterprise software :). Here are the 5 that stood out to me at $1B run-rate and post the IPO: 1. 66% of Palantir’s revenue come from its Top 20 Customers. These top 20 customers alone average $15,000,000 a year. But so what?

Government 181

Government Enterprise Retention Software 181

User Pilot

JANUARY 19, 2023

Looking to improve your retention rates by reducing customer retention costs? Retaining a customer may not always be less expensive than acquiring a new one. This is why it’s critical to understand retention costs and how to reduce them. In this article, we’ll explore customer retention costs.

Retention 87

Retention Customer Lifetime Value Onboarding Acquisition 87

User Pilot

JULY 30, 2023

Customer retention vs acquisition cost: Which metric matters more? While it’s important to acquire new customers for growth, retaining existing customers is imperative to ensure long-term success. So let’s see when you should prioritize one metric over the other and how you can boost your customer retention rates.

Acquisition 78

Acquisition Retention Customer Lifetime Value User Experience 78

User Pilot

AUGUST 10, 2023

Are you trying to find your business’s average customer acquisition cost? In today’s competitive landscape, acquiring new customers is essential to any successful business’s or product’s growth. You can calculate CAC by dividing total expenses by the number of new customers acquired in a specific period.

Acquisition 69

Acquisition Benchmarks Customer Lifetime Value B2B 69

User Pilot

MARCH 17, 2024

The 10 analytics dashboard examples include web, digital marketing, business insights, social media, product usage, customer journey , user behavior , user retention, knowledge base , and Net Promoter Score analytics dashboards. Userpilot is the best tool for predesigned and custom dashboard visualization.

Social Media 80

Social Media Data SaaS Scale 80

User Pilot

JULY 13, 2023

In this article, we’ll go through how to measure growth of a company by delving deep into the basics, relevant metrics, and each necessary company growth rate formula. TL; DR The company’s growth rate refers to the measurement of variables that indicate a company’s growth over time.

Metrics 84

Metrics Customer Lifetime Value Benchmarks Churn 84

User Pilot

JANUARY 19, 2023

You need to have a solid understanding of key quantitative metrics if you want to focus on and improve essential aspects of SaaS businesses like success measurement and customer retention. Quantitative metrics help SaaS companies measure key performance indicators (KPIs) , improve customer satisfaction , and boost revenue.

Metrics 91

Metrics Customer Lifetime Value Retention Onboarding 91

User Pilot

FEBRUARY 4, 2023

Wondering how you can make the most of your growth analytics to boost average revenue per user, and retention, and drive product growth ? Meanwhile, growth analytics is more concerned with overall user behavior , such as average revenue, conversion rates, retention rates, and more.

Acquisition 89

Acquisition Retention Churn Metrics 89

User Pilot

JUNE 26, 2023

Product metrics are critical for product growth managers to develop the right product strategies and drive continuous value for customers. The right metrics should align with the customer journey stages and goals, offer actionable insights, and track progress toward goals over time. You can also use a product metrics framework, ie.

Metrics 70

Metrics Customer Lifetime Value SaaS Acquisition 70

User Pilot

JUNE 2, 2023

By regularly tracking them, you can improve your in-app experience and drive higher feature adoption —which translates to more retention and customer loyalty. Measuring your adoption rates will give you insights to boost free-to-paid conversion, retain more users, and turn customers into advocates.

Metrics 76

Metrics Customer Lifetime Value Churn Onboarding 76

Subscription Flow

MARCH 1, 2024

Imagine a situation where each prospective client that visits your website receives a seamless checkout experience, resulting in a rise in conversions and satisfied customers. A payment gateway is not just an essential component that connects customers’ bank accounts to your merchant platform—it is more than a service.

Payment Services 81

Payment Services Payments Payment Methods Merchant Services 81

Totango

FEBRUARY 12, 2021

What is customer churn ? The answer directly relates to your success at retaining customers and maintaining revenue levels. Read on to learn what you need to know about what customer churn is and how to calculate it. What Is Customer Churn? You can also think of customer churn as the opposite of customer retention.

Churn 81

Churn Retention Customer Success Subscription 81

User Pilot

JUNE 22, 2023

Wondering how to reduce churn rate and increase retention? While customer churn is a grave concern, retention is what can help you tackle it and make your product successful. Customer retention brings you more customers who tend to spend more, refer others, and provide valuable feedback that drives product improvement.

Churn 79

Churn Retention Onboarding Engagement 79

User Pilot

APRIL 23, 2023

Tracking these metrics helps you gain growth insights, track user engagement , and measure customer satisfaction. Conversion rate measures the percentage of users performing the desired action. Customer acquisition cost estimates the cost of acquiring a new customer to optimize customer marketing efforts.

Metrics 74

Metrics Customer Lifetime Value SaaS Scale 74

User Pilot

OCTOBER 31, 2022

Product engagement metrics help you uncover whether users are getting value from your product and find ways to increase user retention and revenue through high engagement. Segment customers based on engagement level and identify inactive customers to create effective marketing strategies for distinct customer segments.

Engagement 90

Engagement Metrics Strategy Churn 90

User Pilot

JULY 17, 2023

Do you want to learn how to use data analytics to improve customer experience? Many SaaS founders agree that customer insights are a key driver of product growth. After all, analyzing customer data can help you identify areas to improve upon and anticipate customer behaviors. Uncover customer behavior and preferences.

Data 90

Data Customer Lifetime Value Retention Churn 90

SaaStr

OCTOBER 7, 2022

The number of global venture capital (VC) investments dipped in 2022, thanks to ongoing geopolitical tensions, turbulence in global capital markets, supply chain issues, and increasing interest rates. Other companies started looking up to Zoom to achieve similar growth rates, which was a false assumption.

Venture Capital 221

Venture Capital Marketing Startup Construction 221

User Pilot

AUGUST 5, 2023

Analyzing data is the key to achieving customer success and product growth. Set up custom events to track user activities. Trigger contextual in-app surveys to gather customer satisfaction data. You can measure your progress toward your goals and understand your customers better by tracking these metrics in each time period.

Data 84

Data Customer Lifetime Value Underperforming Technical Team Data Analysis 84

SaaStr

FEBRUARY 27, 2024

So back in 2018, on average, what we were seeing was around 30% of Go-to-market investment going to quota-carrying sellers. The zero interest rate environment in the past led to an abundance of capital that needed to be deployed. With these three guiding principles: #1 Be customer-centric. How did this happen?

VP of Engineering 237

VP of Engineering Scale Marketing Benchmarks 237

User Pilot

MARCH 31, 2023

Understanding the nuances between them is critical to utilize them to improve your feature adoption , customer behavior, etc. Analytics collects and analyzes data to understand customer engagement with your products. Types of customer analytics include descriptive, diagnostic, predictive, and prescriptive analytics.

Metrics 85

Metrics Customer Lifetime Value Data Analysis Engagement 85

Subscription Flow

NOVEMBER 22, 2023

Sustainable growth can be achieved by fine-tuning your product to meet the demands and expectations of your customers. Usually, the last step in converting a lead into a customer is product adoption. Basically, the behavior ought to demonstrate that the customer is benefiting from your product.

Metrics 59

Metrics Customer Lifetime Value Acquisition Retention 59

User Pilot

AUGUST 2, 2023

Whereas data-driven email marketing uses valuable customer data to send the right email at the right time to assist with your product’s growth. TL;DR Data-driven email marketing relies on customer data insights to drive decisions to help increase email metrics. You can use customer data to ensure emails get seen by your customer.

Data 80

Data Strategy Marketing Software Review 80

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition. The result is your average CAC.

Acquisition 63

Acquisition Retention Social Media Advertising 63

User Pilot

APRIL 16, 2024

When combined with product analytics , end-user behavior monitoring can help you boost product usage and retention rates. In this blog, we’ll discuss the steps to help you get started and outline a few tools that’ll come in handy. You can use metrics such as average session duration to get a sense of user engagement.

User Experience 95

User Experience Engagement Trends Churn 95

User Pilot

MAY 17, 2021

Measuring product marketing success – Customer Journey Metrics (KPIs) to track. Measuring product marketing success – Retention stage metrics (KPIs) to track. Customer Journey KPIs to track: conversion rates and velocity metrics. Activation stage KPIs to track: Activation Rate , Average Time to Value.

Product Marketing 92

Product Marketing Metrics Customer Lifetime Value Marketing 92

User Pilot

JULY 31, 2023

Day-to-day tasks include conducting market research , defining buyer personas , creating a clear value proposition, collaborating with the product team on big launches , gathering feedback , and focusing on account expansion & customer success. Glassdoor sets out that the average salary for a product marketing manager is just over $127k.

Product Marketing 81

Product Marketing Management Marketing Customer Lifetime Value 81

User Pilot

AUGUST 30, 2023

Wondering how to improve satisfaction by reducing your time to resolution for customer issues? Time to resolution is a critical customer service metric that can make or break your customer support’s reputation. You can calculate resolution time by averaging support ticket resolution’s start and end times.

Customer Lifetime Value 81

Customer Lifetime Value Customer Support AI Onboarding 81

SaaStr

MARCH 19, 2021

The Cloud is expanding and moving forward at a phenomenal rate, so we invited the team at Bessemer Venture Partners back to SaaStr to unveil their latest findings in the 2021 State of the Cloud. Growth rates are increasing as well, which is noteworthy. Is Cloud growth sustainable for the long term?

Cloud 207

Cloud Scale Payment Methods Payment Solutions 207

Totango

JULY 22, 2022

When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success. You need to remain top-of-mind to ensure you stay relevant to your clients’ business and can continue to drive growth through retention and expansion.

Communication 101

Communication Marketplace as a Service Technical Review Engagement 101