SaaStr

JANUARY 8, 2023

Check out this week’s top blog posts, podcasts, and videos: Top Blog Posts This Week: Capital Efficiency is Back in Fashion. Where Customer Success Reports To Typically, Who Really Owns Renewals, And More from ChurnZero. Big Numbers from Small Customers: How DigitalOcean Accelerated at Scale | DigitalOcean SVP, Revenue.

VP of Engineering 219

VP of Engineering Scale Sales Hiring Revenue 219

SaaStr

JANUARY 15, 2023

Check out this week’s top blog posts, podcasts, and videos: Top Blog Posts This Week: 5 Interesting Learnings from Docebo at $145,000,000 in ARR. SaaStr 623: Removing Friction: How to Turn More Than 40% of Your Prospects Into Long Term Enterprise Customers with Attentive Co-founder and CEO Brian Long.   .

Scale 233

Scale Venture Capital Sales Hiring Scaling 233

SaaStr

MARCH 13, 2024

Dear SaaStr: How Do I Increase Pricing Again Without Angering Customers? First, plan to increase pricing in general once a year, each year for new customers. And generally for new customers, not existing customers. Try to increase pricing annually for new customers. Second, don’t rip your customers off.

Pricing 266

Pricing Branding Sales 266

SaaStr

JANUARY 22, 2023

Check out this week’s top blog posts, podcasts, and videos: Top Blog Posts This Week: 5 Interesting Learnings from Docebo at $145,000,000 in ARR Fractional CROs and CMOs: The Only Times I’ve Ever Seen Them Work 90%-95% of Salespeople Won’t Make It At Your Startup. A 6 Part Test to Help You Get It Right.

Scale 196

Scale Customer Success Venture Capital Sales Hiring 196

SaaStr

MAY 5, 2024

Don’t make the renewal an unnecessary source of friction. Who is it better to give to: sales , who may never have talked to them in a year a renewals team who may never have talked to them ever at all, or customer success who ideally has talked to them a few times, and even more ideally, has added some value?

Sales 201

Sales Finance Churn Customer Success 201

SaaStr

MAY 8, 2024

Some people are unwilling to work in the current environment and blame it on customers and the macro. You have to be careful to measure where money is going, and anything that gets you a customer is worth it. Ultimately, all the top software companies’ number one source of customers is word of mouth. It’s supposed to be hard.

Metrics 217

Metrics Scale Sales Hiring SaaS 217

SaaStr

MARCH 14, 2024

I suspect it’s because of the huge friction in mobile of moving beyond organic price points like $9.99 Too many of us settle for glacial times to deployment, and are too slow to onboard new customers. PLG is a work-in-progress for many browser apps, but on mobile, you just have to move faster. Do better here.

Mobile 269

Mobile Subscription Payment Features Pricing 269

SaaStr

DECEMBER 1, 2023

And a few other tips: #2: Invite all your bigger lost deals to your annual customer conference, if you have one. Let your customers convince the ones that come to switch! #3: Takes one big piece of friction out of switching. 3: Invite them to any great industry leader webinars you do.

Sales 273

Sales SaaS Marketing 273

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! Book the demo! It gets even better.

Marketing 105

Marketing Sales Funnel Forecasting Customer Lifetime Value 105

SaaStr

DECEMBER 29, 2023

Q: How do you stand out in terms of customer acquisition against large competitors who aren’t incorporating AI? Before, humans graded the outcome of customer support. VCs want to fund truly disruptive things, and customers just want a dramatically better product that does more with less humans. It removes friction.

Scale 240

Scale Sales Hiring Customer Success AI 240

SaaStr

AUGUST 26, 2021

Q: Dear SaaStr: Should We Over-Charge or Under-Charge our First Customers? Overcharge if the customer is big , i.e., >$50k-$100k a year or so in ACV. Undercharge if the customer is small by revenue. Charge a super cheap price early to take friction out of sales, and to get to 100, 200, 500+ customers fast.

SMB 271

SMB Enterprise Pricing Revenue 271

SaaStr

FEBRUARY 1, 2022

60% of Asana’s customers come from self-service, 40% from sales. revenue comes from its $100k+ customers — but its Free edition is still core to its lead gen. 60% of Expensify’s Customers started off in the Free edition, even at IPO. 38% of Freshworks customers still pay monthly, even at $400m+ ARR.

Scale 346

Scale SMB SaaS Scaling 346

SaaStr

JULY 10, 2021

Do pricing right, and a number of customers who aren’t a great fit qualify themselves out. At the potential cost of some friction in the sales process, especially for smaller and mid-market deals. Big customers will always expect to negotiate pricing, so adding transparency there in the end provides fairly few benefits).

Scale 289

Scale Pricing Enterprise Scaling 289

User Pilot

APRIL 16, 2024

In this blog, we’ll discuss the steps to help you get started and outline a few tools that’ll come in handy. Identify and remove friction – Spot areas of low engagement within your product and identify precise steps where users struggle. This data helps eliminate friction points from the user journey.

User Experience 105

User Experience Engagement Trends Churn 105

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.

Social Media 104

Social Media Sales Funnel Acquisition Retention 104

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, 2022

It’s time to reduce the customer acquisition cost by experimenting with content marketing and virality. In a sales-led compensation plan, the team is rewarded more for the first revenue from a customer and less for the expansion revenue. Mistake #4: Pricing that creates friction for free user adoption and virality.

Technical Review 252

Technical Review Technical Advisors Scale Compensation 252

Intercom, Inc.

JANUARY 18, 2023

It can be quite a challenge to find and address the points of friction that are chasing your customers away. But while acquiring new customers is obviously a critical part of having a business, it’s hardly sustainable if they only ever stick around for a few months. “Are you attracting and engaging the right customers?

Strategy 118

Strategy Retention Churn Acquisition 118

Blulogix

MARCH 25, 2024

This post covers the challenges of financial process complexity and outlines strategies for streamlining these critical operations, ensuring accuracy, compliance, and customer satisfaction. As businesses strive to adapt to the evolving landscape of subscription services, the intricacy of financial operations increases.

Payment Services 78

Payment Services Payment Features Payments B2B 78

User Pilot

FEBRUARY 25, 2024

Identify friction areas. Map out each stage in the customer journey. Identify friction areas : One of the core advantages of funnel analysis is pinpointing where users drop off. By identifying these friction points , you can take targeted actions to remove obstacles and create a smoother flow. Increase revenue growth.

SaaS Payments 105

SaaS Payments Payment Services Payment Methods Payment Solutions 105

SaaStr

JANUARY 1, 2023

Dear SaaStr: Should I Overcharge or Undercharge My First Customers? Overcharge” if the customer is big , i.e., >$50k-$100k a year or so in deal size. Undercharge if the customer is small by revenue. Charge a super cheap price early to take friction out of sales, and to get to 100, 200, 500+ customers fast.

Enterprise 238

Enterprise Pricing Revenue Sales 238

SaaStr

JANUARY 3, 2022

Doesn’t that just remove a huge amount of friction from buying? Certainly “Contact Me” in pricing adds a human element, an additional step, and in many cases, friction to a sales process. Can you even have a mostly self-service motion in PLG with “Contact Me” in your pricing? It’s a mix.

Pricing 250

Pricing Enterprise Cloud B2B 250

SaaStr

MAY 25, 2020

I recently put out a call on Twitter and LinkedIn on folks’ top tip to take friction out of their sales processes. “We added slack for customer support and on boarding” — Adam Livesay, founder, Elevat. Lack of clarity and alignment can create friction for both the prospect and the rep.”

Sales Hiring 341

Sales Hiring Sales Outsourced Development Technical Review 341

SaaStr

AUGUST 30, 2020

It creates the least friction. And you want the least friction possible in sales when you are starting out. This just confuses prospects and customers. If customers in your comparables, and/or at your competitors, like to pay per transaction … then generally, default to start there. What is the Low End of Normal?

Pricing 261

Pricing Scale Enterprise Branding 261

User Pilot

FEBRUARY 15, 2023

Good friction? As an experienced product manager, you might be questioning whether there’s any such thing – usually, you want to run away from friction as fast as you can! TL;DR User friction is anything that impedes your users from completing their objectives within your product. What is user friction?

SaaS Payments 98

SaaS Payments Payment Methods Payment Services Payments 98

Blulogix

JANUARY 20, 2024

Navigating Upgrade and Downgrade Flexibility in Billing By BluLogix Team In the current era where subscription models dominate the business world, the ability to adapt to changing customer needs is not just a luxury, it’s a necessity. Minimized Friction: A rigid subscription model can lead to frustration and churn.

Scale 52

Scale Subscription Payment Features Churn 52

SaaStr

AUGUST 6, 2021

Sean’s product department is responsible for engaging and delighting users—for making the happy customers that become the proponents of the brand. Julie finds ways to amplify the happy customer voices and to harness them to brilliantly drive more sales. Putting customers in charge of the journey.

Product Marketing 271

Product Marketing Marketing B2C Strategy 271

Blulogix

JANUARY 20, 2024

How to Navigate Upgrade and Downgrade Flexibility in Billing By BluLogix Team In the current era where subscription models dominate the business world, the ability to adapt to changing customer needs is not just a luxury, it’s a necessity. Minimized Friction: A rigid subscription model can lead to frustration and churn.

Scale 52

Scale Subscription Payment Features Churn 52

User Pilot

NOVEMBER 5, 2023

Wondering how to scale customer success in SaaS and drive product growth ? If you’re a leading SaaS company, you know that growth is directly tied to helping customers achieve their desired outcomes. An effective customer success team can, thus, drive revenue growth, reduce churn, and increase customer satisfaction.

Scale 104

Scale Customer Success Scaling SaaS 104

User Pilot

APRIL 21, 2024

This improves customer experience and increases conversion rates. And strengthens the relationship with the customer. Start creating conversion paths by defining their goals from the customer and business perspective. Once the customer converts , stay in touch. Userpilot blog post. Next, create user personas.

SaaS Payments 104

SaaS Payments Payment Services Payment Methods Payment Solutions 104

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? Utilizing digital analytics enables them to make data-driven product decisions , and identify user friction and pain points. What’s digital analytics? This could be website data (e.g.,

Data 98

Data Social Media Customer Lifetime Value Acquisition 98

User Pilot

AUGUST 5, 2023

NPS (Net Promoter Score) passives are customers who have moderate feedback about your product but are not enthusiastic supporters. Turning the NPS passives into promoters can improve user sentiment , retention rate, and customer loyalty. Segment passive customers and offer them targeted offerings through in-app messages.

Scale 98

Scale Retention User Experience Strategy 98

User Pilot

MAY 2, 2024

Customer retention is vital for product success and business profitability. TL;DR Customer retention is the ability to keep your customers actively using their products. Key metrics to measure customer retention include customer retention rate , customer churn rate , customer acquisition cost, and customer effort score.

Retention 111

Retention Metrics Strategy Scale 111

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 98

Data Customer Lifetime Value Retention Churn 98

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. Building a knowledge base to offer customer self-service and empower users with resources for common problems.

Customer Lifetime Value 104

Customer Lifetime Value Customer Support AI Onboarding 104

User Pilot

JUNE 22, 2023

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. A good customer churn rate is 3% or less for SaaS companies.

Churn 98

Churn Retention Onboarding Engagement 98

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships.

Scale 95

Scale Customer Success Engagement Scaling 95