Totango

FEBRUARY 9, 2024

That’s why it is important to understand and track both gross retention and net retention. What is gross retention? In football terms, gross retention, or gross revenue retention (GRR), is like the defense, determined to block any attempts by the opposing team (churn) to breach your end zone (revenue stream).

Retention 109

Retention Underperforming Technical Team Software Review Churn 109

SaaStr

FEBRUARY 17, 2023

While the allure of customer acquisition can pull a founder’s attention, it’s equally important to dedicate resources to fighting churn and expanding revenue from existing customers. Still, ensuring that you keep your early customers by providing a positive experience is critical.

Retention 224

Retention Revenue Startup Sales Hiring 224

SaaStr

OCTOBER 28, 2021

They aren’t both retention per se. Retention is 3 things mashed together, “bounce, low-value churn, and high-value churn”, and you have to measure them separately. Phil says 75%-80% bounce rates aren’t uncommon in B2B, and that may be OK if you are highly targeting your customers.

Churn 214

Churn Retention Acquisition Startup 214

SaaStr

SEPTEMBER 20, 2023

Beyond multiples, many Cloud companies faced a deluge of headwinds that impacted business fundamentals… Lengthening sales cycles Tightening customer budgets It was no surprise that SaaS IPOs came to a screeching halt. Databricks acquired MosaicML to offer a unified platform to customers by deploying their own AI models.

Cloud 268

Cloud Payments Software Review Payment Solutions 268

SmartKarrot

JULY 21, 2021

Of all the debates that one can possibly have in the world of sales and marketing, one that takes no backseat is customer acquisition vs customer retention. While acquiring customers is an integral part of any growing business, retaining them for good is also equally important. What is Customer Acquisition?

Acquisition 10

Acquisition Retention SaaS Subscription 10

User Pilot

JULY 31, 2023

Looking to power up your retention marketing strategy? The big deal is turning them into paying customers who keep renewing their subscriptions long-term. This article will show you practical strategies to crack the customer retention code and maintain sustainable recurring revenue. Collect and analyze customer feedback.

Retention 98

Retention Strategy Marketing SaaS 98

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. Check out this post to see if you’re inadvertently sending subliminal negativity to your customers.

Sales Hiring 98

Sales Hiring Scale Technical Review Software Review 98

User Pilot

FEBRUARY 26, 2024

TL;DR Marketing funnel analysis is the process of evaluating how customers progress from the moment they learn about your product til they convert to paid accounts , and beyond. It also helps them seal any leaks in the funnel resulting in the loss of potential customers. Let's get right into it! What is marketing funnel analysis?

Marketing 105

Marketing Sales Funnel Forecasting Customer Lifetime Value 105

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. The growth metrics you should be tracking.

Acquisition 98

Acquisition Retention Churn Metrics 98

User Pilot

JUNE 13, 2022

Are you looking for the best SaaS blogs and influencers to follow in 2022? We curated a list of the best SaaS blogs and influencers to help you learn more about SaaS and increase your revenue. We covered the best blogs on SaaS growth, product marketing , UX analytics, venture capital, and sales. What is a SaaS blog?

Venture Capital 52

Venture Capital SaaS Data Scale 52

SaaStr

SEPTEMBER 29, 2023

The customer journey applies to every software category, and it guides your roadmap with more holistic solutions for your customers. On the demand side — Your customers might need 19 things, and each needs 14 vendors. There were more reasons to talk to customers and more touch points with people. Why share this timeline?

Scale 252

Scale Scaling Startup Sales Hiring 252

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 98

Retention Customer Lifetime Value Onboarding Acquisition 98

User Pilot

MARCH 31, 2023

Analytics vs metrics – how do they differ from each other? 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. Categories of customer analytics.

Metrics 98

Metrics Customer Lifetime Value Data Analysis Engagement 98

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 98

Metrics Customer Lifetime Value Retention Onboarding 98

User Pilot

JUNE 5, 2023

TL;DR The SaaS conversion funnel is a visual representation of your ideal customer journey from awareness to product adoption and revenue expansion. Unlike both funnels above, the conversion funnel runs through the entirety of the customer’s life cycle. Likewise, how you optimize for success will differ from one stage to another.

SaaS 93

SaaS Sales Funnel Customer Lifetime Value Acquisition 93

User Pilot

MAY 18, 2023

What's the difference between UX vs CX? UX deals with a user's interactions with specific aspects of your product, while CX is broader and covers all customer engagements with your brand. What is customer experience? Some people use the terms interchangeably and believe it's just semantics.

User Experience 98

User Experience Underperforming Technical Team Customer Lifetime Value Retention 98

User Pilot

MAY 1, 2024

Successful brand communities are the ultimate goal, offering valuable insights and fostering customer loyalty. Try Userpilot and Take Your Customer Loyalty to the Next Level Get a Demo 14 Day Trial No Credit Card Required What exactly is online community building? Why building a community is important for brand loyalty?

Branding 95

Branding Social Media Acquisition Advertising 95

Casey Accidental

APRIL 13, 2021

Founders and product leaders struggle with answering this question however, and advice and blog posts on the internet frequently espouse that you’ll know product/market fit when you see it, and that all of a sudden everything will start working. Satisfaction is tricky to understand because, well, customers are rarely truly satisfied.

Product Marketing 145

Product Marketing Marketing Scale Retention 145

User Pilot

MAY 17, 2021

Product Marketing KPIs vs Product Marketing OKRs. Measuring product marketing success – Customer Journey Metrics (KPIs) to track. Measuring product marketing success – Acquisition stage metrics (KPIs) to track. Measuring product marketing success – Retention stage metrics (KPIs) to track.

Product Marketing 98

Product Marketing Metrics Customer Lifetime Value Marketing 98

User Pilot

AUGUST 9, 2023

Wondering how to calculate customer retention rate and why? It’s important to measure the customer retention rate to see how well your product retains customers and to monitor any changes to try and improve it. The higher the retention rate, the better. What is customer retention rate?

Retention 98

Retention Customer Lifetime Value Churn Metrics 98

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 98

Product Marketing Management Marketing Customer Lifetime Value 98

User Pilot

JULY 27, 2023

Customer Success Manager: This person is responsible for customer relationships and experience as well as acting as the voice of the customer. In large companies, the CSM also oversees other customer success roles. Account Managers: They serve as the lead point of contact for all customer account management matters.

Sales Hiring 98

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 98

Intercom, Inc.

MARCH 9, 2022

We iterate, fight for adoption, and keep pushing for maximum impact for our customers and our business. We strive to deliver outcomes as well as outputs to drive real results for our customers. We work to ensure that what happens because of things we ship delivers tangible value to our customers.

Metrics 152

Metrics Acquisition Revenue Churn 152

Casey Accidental

NOVEMBER 28, 2023

I never posted my talk from last year, so I’m adapting it into a blog post here, and will do the same for this year’s talk in the following weeks and as well as some follow up questions from the Summit I’ve had a chance to ruminate on. Customers don’t stop complaining. Also, I publish on Substack now! What they stop doing is leaving.

Payments 63

Payments Scale Payment Methods Underperforming Technical Team 63

SaaStr

APRIL 14, 2019

More interesting is that ~90% of that growth is from “the base”, i.e. existing customers. The lesson once again is — take care of your customers. PagerDuty has almost 140% net dollar retention – from SMBs ! Don’t assume SMBs have to decay as a cohort and customer base. But should you?

Churn 184

Churn Scaling Pricing Acquisition 184

User Pilot

MARCH 23, 2023

What are the reasons for customer churn in SaaS? And how can customer success teams address them to ensure product growth? As a SaaS company, your ultimate goal is to retain customers and keep them happy with your product. However, sometimes things don’t go as planned, and customers churn. Want to reduce customer churn?

SaaS Payments 98

SaaS Payments Churn Underperforming Technical Team Payment Methods 98

User Pilot

AUGUST 18, 2021

Why is it important to measure customer engagement in your product? For SaaS companies, this can help to get insights into customer interactions with your product and brand which tells you what brings value to your customers. Measuring customer engagement helps improve retention , account expansion , and product advocacy.

Engagement 98

Engagement Retention Software Review SaaS 98

User Pilot

MARCH 29, 2023

How can it help product and marketing teams make data-driven decisions and improve the user experience at different stages of the customer journey? acquisition channels), product data (e.g., The next step involves collecting relevant customer data with appropriate analytics tools. What’s digital analytics?

Data 97

Data Social Media Customer Lifetime Value Acquisition 97

User Pilot

NOVEMBER 28, 2022

In this article, we’ll show you: What customer churn is and why it matters. 6 strategies to improve your churn rate and retain more of your customer base. Customer churn occurs when customers cancel their subscription to a product or service. There are four main reasons why customers churn.

Churn 98

Churn Software Review SaaS User Experience 98

User Pilot

AUGUST 6, 2023

Customers nowadays expect omnichannel customer experience when they deal with a business. That is why companies use in-product communication , email newsletters, support calls, live chats, and social media channels to ensure that customers get a seamless experience. What is omnichannel customer experience? Build loyalty.

Investment 95

Investment Banking Social Media Customer Lifetime Value 95

User Pilot

JUNE 6, 2023

While product analytics focuses primarily on what happens inside the product, the focus of marketing analytics is mostly on the ‘outside’ – customer acquisition, conversion , and retention. The choice depends on the aspect of the customer journey you’re focusing on, your role, and your goals.

Data 80

Data User Experience Churn Retention 80

SaaStr

DECEMBER 17, 2019

But the top new pieces of content in 2019 were: Top Blog Posts. Zoom is growing faster with SMB customers than anyone else before. There are many reasons, but crazy net retention is a big one. How many of us are creating new categories, vs. rebooting existing ones? So go long on content. Boy, what a year for SaaS IPOs.

Scale 135

Scale SMB Cloud Acquisition 135

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Customer Success 98

Customer Success Metrics Technical Review Scale 98

User Pilot

MARCH 15, 2022

In this blog post, you’ll learn everything about go-to-market strategies. They can be used when launching a new product into an existing market, expanding to new customers, or emerging markets. The LTV: CAC ratio is recommended to ensure you don’t start running a loss by spending more on acquisitions than you gain.

Strategy 97

Strategy Marketing SaaS Customer Lifetime Value 97

InsightSquared

JULY 17, 2019

It’s a saying you hear a lot: Your most important customer is the one you already have. One, it’s true: it costs less to keep an existing customer than it does to acquire a new one. So, maybe you need more than platitudes to keep your sales team, your executive team and your board focused on your most valuable customers.

Scale 94

Scale Customer Lifetime Value Acquisition Education 94

User Pilot

MAY 17, 2023

Great product experiences lead to higher user engagement, increased customer satisfaction and loyalty , more revenue , reduced costs, and greater product-led growth. Collecting feedback is essential to improve product experience because it helps you understand customer needs and user expectations. However, they differ in scope.

Customer Lifetime Value 98

Customer Lifetime Value User Experience Onboarding Scale 98

The Angel VC

MARCH 13, 2014

My colleague Nicolas wrote a great guide with tips and tricks on how to do cohort analyses which I'd like to share with the readers of this blog. Without further ado, here it is! - - - - - - - - - - At Point Nine we believe that the only way to get a real sense of user retention and customer lifetime is doing a proper cohort analysis.

Customer Lifetime Value 189

Customer Lifetime Value Churn Retention Subscription 189