SaaStr

MARCH 1, 2022

Threatening a customer that forgets about an auto-renew and has already stopped using you is sort of the same thing. You’ll put so much work into a customer, and then for some reason — often champion change — they just go “poof” and disappear. If you get the customer back later, it will only because they have no better choice.

SaaS 278

SaaS Churn Revenue Pricing 278

SaaStr

MAY 16, 2021

SaaS companies thrive on partnerships to share leads, mutually champion brands and collaborate on customer success efforts. The objective could be several things, from lead and revenue sharing, driving visibility or customer success. Then, consider your customer base and look for trends in potential churn responses.

Scale 245

Scale Sales Hiring Sales Funnel Consulting 245

SaaStr

MARCH 2, 2023

Join these incredible companies to experience all the value of SaaStr! Hook accurately predicts revenue growth from your customers. We use data science to identify your highest-value customers, how to keep them and maximize revenue. Grab tickets here. Embed white-labeled dashboards in your SaaS application or portal.

Scale 232

Scale Technical Review Software Review Machine Learning 232

SaaStr

DECEMBER 4, 2023

Churn increase due to greater scrutiny of costs Contract values declining More stakeholders involved in decision-making Capchase combined the study with their data set of thousands of SaaS companies and looked at what the best companies do to overcome these hurdles. The reality is you need to meet customers where they are.

SaaS Payments 237

SaaS Payments Payment Services Payments Payment Features 237

SaaStr

FEBRUARY 2, 2023

Join these incredible companies to experience all the value of SaaStr! With CloudKeeper, we have helped 200+ of our customers optimize their AWS spend with a guaranteed reduction in their AWS bills. Build your dream content team, create and manage content, and connect with your creators on our platform, designed for champions.

Cloud spend optimization 225

Cloud spend optimization AWS Scale compliance 225

SaaStr

NOVEMBER 22, 2021

It means that companies who are growing at over 60% as they hit $100 million in ARR are valued five times more than companies that are growing just a little less than that, say, at 20-60% as they hit $100 million ARR. But actually, as it turns out, the markets don’t really value profit, they really care about growth.

B2C 292

B2C Scale Consulting Software Review 292

SaaStr

OCTOBER 26, 2022

Create a lot of value and monetize a little on this journey. Think about the problem you’re solving, the value you’re driving, and whether you can create a sustainable institution. . The new path you carve will bring value to the world. Let your customers set the bar for excellence. . Values enable breakthroughs.

Enterprise 192

Enterprise Scale Sales Communication 192

SaaStr

APRIL 28, 2022

Traditional Funnel: Generate Brand Awareness ––> Nurture and Engage ––> Identify High-Value Account ––> Convert. Account-Based Marketing Funnel: Identify High-Value Accounts ––> Nurture & Engage ––> Convert ––> Build Long-Term Relationship. Do we also agree on what the value add is?”. Key Takeaways.

Scale 268

Scale Education Strategy Engagement 268

SaaStr

APRIL 25, 2023

Know Your Market Celonis dug into the data to discover how their customers were buying, why they were buying, what business problems Celonis was solving for those organizations, and what part of the market they needed to focus on. Understand What Success Means to Your Customers Why do your customers buy?

Scale 197

Scale VP of Engineering Sales Hiring Engineering 197

SaaStr

DECEMBER 30, 2021

Even in the early days, even if you have just a few customers — the CIO can be your key ally if you play it right. . The panel was a good reminder of what so many CIOs are doing these days and have been for quite a while now: looking to bring value into their enterprise. My uber-learning is this: Don’t Fear the CIO.

Startup 257

Startup SMB Enterprise Innovation 257

SaaStr

JANUARY 28, 2022

This includes pipeline generation, champion building, and qualification. You will need to build an agile sales team able to discover pain points, build real value, and sell top-down as well as bottom-up. So, bringing a product experience to the customers in the form of a snack can work tremendously to showcase the product’s true value.

Scale 192

Scale Sales Hiring Scaling Sales Recruiting 192

SaaStr

MARCH 31, 2020

In today’s crazy world, more and more vendors are seeing customers that want to cancel annual or longer contracts. Do NOT threaten to send the customer into collections – period. There is no effective way to enforce a customer contract if the customer doesn’t want to pay and doesn’t need the service any longer.

Customer Success 248

Customer Success 248

SaaStr

MAY 1, 2021

Notion has found the most success in attracting larger, enterprise-level customers through the recommendations of their internal team members that use Notion in their personal lives. Osunsade adds, “When you have a B2C angle, you’re actually getting a lot of those B2B leads from your happy B2C customers.”. Always add value.

Enterprise 255

Enterprise Scale B2C SaaS 255

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. Customer Success Is Vulnerable to Cuts Jason shared that he didn’t realize how vulnerable customer success was to cuts until 2023. Let’s dive in.

Sales Hiring 266

Sales Hiring Customer Success Scale AI 266

SaaStr

DECEMBER 8, 2022

Gong is one of those companies that created its own category and was most recently valued at $7.5b. Jameson leads most of Gong’s customer life cycle and shares what worked and what didn’t for this fast-growing company. Reach for the sky with your products, but don’t make your customers reach for the sky to get them.

Sales Hiring 236

Sales Hiring Sales Compensation Branding 236

SaaStr

DECEMBER 2, 2022

Today’s customers, AKA the self-serve buyers, want to be able to access information online during the research and buying process without having to speak to a salesperson or fill out a form. Marketers should direct customers to places they can interact with existing customers. Cynthia Gumbert. Predictive analytics.

Systems Review 232

Systems Review Marketing Social Media Engagement 232

SaaStr

JANUARY 31, 2024

As Christian shares on the pod, the company’s current customer list includes many notable companies, with 92 of them being on the Fortune 100. Startups don’t have sophisticated data about how customers perform over long periods of time, conversion rates, etc. In the early days, it’s about getting as much pipeline as possible.

Enterprise 268

Enterprise Scale Sales SaaS 268

SaaStr

FEBRUARY 18, 2022

What does success look like for your customers? . The definition of success will vary from business to business, from customer to customer. That said, customer success is evolving, and the importance of customer success continues to grow. Embed customer success into the core of your business.

Customer Success 253

Customer Success Retention Company Culture Metrics 253

SaaStr

DECEMBER 20, 2022

Product-led growth is about creating a consumer-like experience where you extract a ton of value by coming in with an awesome product where virality can happen and then it grows. “If You have the champions, ambassadors, and insiders at these companies who have tried the product, seen its value, and brought it to the decision-makers.

Revenue 130

Revenue Marketing Sales Mobile 130

SaaStr

JANUARY 2, 2024

On top of that, if you look at their top accounts globally, 33 of the top 50 customers by ARR are startups. This drove adoption for those six months, leading to more startups coming out of the program and 60% graduating into paying customers. Back up your offer with customer testimonials. At 16 years and $1.6B

Startup 200

Startup Scale Underperforming Technical Team AWS 200

SaaStr

FEBRUARY 12, 2022

However, there are practical methods you can use to acquire new customers, drive higher retention, and grow your company. . Gorgias CEO Romain Lapeyre has successfully scaled the Gorgias SMB customer base from 1,000 to 10,000 by relying on data. Lapeyre shares advice on how to use data to acquire more customers and increase ARR. .

SMB 242

SMB Scale Data Scaling 242

SaaStr

DECEMBER 26, 2022

The three key themes that emerged from G2’s data are: The value of community experience . The value of community experience . Independent experts and peers are most valued. 11% buy from value-added resellers. Will I see value quickly? Demand is up for software that drives customer time to value .

Software Review 212

Software Review Software Azure Cloud 212

SaaStr

JANUARY 12, 2022

On both SaaStr University and Twitter, we had 30+ founders, CEOs and execs share their top, tough learnings from losing one of their top customers. “For large enterprise customers, your stakeholder map is almost always too small” — Alex Farmer, VP CS, Cognite Data. We all underresource customer success vs. sales.

CTO Hire 298

CTO Hire Sales Hiring New CTO CTO 298

Blulogix

DECEMBER 19, 2023

Remember, transitioning to UBP is not just about flipping a switch; it’s about orchestrating a symphony of internal alignment, system readiness, customer communication, and a dash of experimentation. To navigate the UBP seas, you need all hands on deck, from sales and marketing to finance and customer success.

AI Search 59

AI Search Subscription Payment Features Finance 59

SaaStr

NOVEMBER 18, 2021

Eric Yuan (Founder & CEO of Zoom ): consistently re-inforcing a culture of customer obsession. As shown by his biography on the Sequoia website, his investment approach prioritizes company culture and values. Build relationships with junior investment professionals, who can become your champions within the VC firm.

Scale 313

Scale Company Culture Interviewing Finance 313

SaaStr

MAY 3, 2023

For a quick rundown, Gainsight is the leading platform for customer success. Their mission is to help companies drive better customer success and improve net retention for businesses through different products like scaling teams, driving better in-app adoption, and building customer communities.

Sales Hiring 187

Sales Hiring Scale Pricing Customer Success 187

SaaStr

OCTOBER 10, 2022

This survey informs you about sellers’ overall confidence along with knowledge of pricing, expertise in value selling, discovery, and price negotiation comfortability. The result was a cohesive narrative that integrated the experiences of the CEO and customer-facing account executives. Scale winning behaviors. Key takeaways.

Scale 292

Scale Sales Hiring Marketing Venture Capital 292

Sales Hacker

NOVEMBER 10, 2023

A spotlight falls on customer loyalty, an influential force on the revenue secured during contract renewals. While the obvious and important way to build and cultivate customer loyalty is to build a product that people love, the reality is that it takes time. ” Rapid recognition of product value → increased customer loyalty.

VP of Engineering 93

VP of Engineering Scale Outsourced Development AI 93

Sales Hacker

SEPTEMBER 22, 2023

Hubspot recently released a blog on how to effectively optimize the freemium conversion rate; see link/visual below: 5 key steps in the process: 1. Focus on customer success. You can read the full HubSpot blog here , encapsulating the entire scope on how to effectively take value from the freemium model.

Enterprise 87

Enterprise Scale Generative AI SMB 87

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Customer Success 89

Customer Success Retention Revenue Sales 89

Blulogix

DECEMBER 12, 2023

Customers yearn for flexibility, transparency, and a pay-as-you-go ethos. UBP emerges not just as a pricing model, but as a strategic imperative, a love letter to customers, and a data-driven engine for sustainable growth. Instead, they’re empowered to take the wheel, paying only for what they use and driving their own value journey.

Pricing 59

Pricing AI Search Subscription Payment Features 59

SaaStr

JANUARY 23, 2023

But the SaaS-savvy customer of today does not fit into the current rigid, outdated sales process. SaaS companies must adapt and develop a future-proof sales model that delivers answers and solutions to what customers are looking to buy. Today, your prospective customer spends over 50% of their time on independent research.

Management 169

Management SaaS Social Media Innovation 169

SaaStr

JANUARY 9, 2023

Users are becoming more tech-savvy, value flexible, and prefer to be attracted to a brand rather than sold to. . Flip the script by proactively tracking customer’s journey, segmenting them into different categories with a tailored message for each category. User behavior. Content channels. Now, it’s different.

Social Media 221

Social Media B2C Marketing B2B 221

ChurnZero

FEBRUARY 21, 2022

Customers are more than just a source of revenue and profits for your company. That’s where a customer advisory board (CAB) can come into play. Cultivating a strong customer advisory board and implementing marketing strategies, like product-led growth , can send you well on your way to reaching new heights.

Underperforming Technical Team 98

Underperforming Technical Team Branding Advertising Retention 98

User Pilot

MARCH 6, 2024

TL;DR The product funnel is a framework outlining the stages of the customer journey , starting from its discovery and ideally leading to customer loyalty and advocacy. Product funnel is a wider concept, focusing on the whole customer journey, while marketing and sales funnels concentrate on its early stages. Book the demo!

Social Media 90

Social Media Sales Funnel Acquisition Retention 90

SaaStr

MAY 27, 2021

Although, in consultations with founders of many of these SaaS companies, I’m often caught by surprise to learn that they’ve made upward of a dozen hires, but zero are for customer-facing roles. If you do, you’ll be well on your way to helping customers benefit massively from your product and getting cash positive sooner than you’d hoped. .

Sales Hiring 183

Sales Hiring Scale Venture Capital Sales 183

Intercom, Inc.

DECEMBER 21, 2020

We adapted quickly to working from home, launching groundbreaking new features to supercharge our conversational support and customer engagement tools. We all know that customer expectations are higher than ever – increasing pressure on support teams to provide a great customer experience, while remaining efficient and not burning out.

Healthcare 232

Healthcare Technical Review Communication Innovation 232