User Pilot

MAY 2, 2024

Customer retention is vital for product success and business profitability. You will also learn how to build a retention strategy, what metrics to track, and 10 bulletproof retention tactics for SaaS companies. TL;DR Customer retention is the ability to keep your customers actively using their products.

Retention 75

Retention Metrics Strategy Scale 75

SaaStr

DECEMBER 5, 2021

Top Blog Posts This Week: Why The Greatest Sales Teams Just Kill It On Dec 31. Do Salary Increases Help With Retention? Why Your Cost of Sales Generally Doubles As You Scale. Nick Mehta, CEO Gainsight: 10 Things That Are Changing Now in Customer Success. When Everyone Else Has Gone Home. And Cons.

Scale 232

Scale SMB Scaling Retention 232

Payrix

APRIL 24, 2024

Part 2 – Selling payments to net new customers and your existing software user base. Part 3 – How value-added services contribute to the payments experience for customers. Andy suggests that there is an immediate and discernible value-add for software companies to embed payments as a means for retention of SaaS revenue.

Payments 147

Payments Embedded Payments Merchant Services Payment Solutions 147

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 196

Metrics SaaS Sales Hiring Finance 196

SaaStr

SEPTEMBER 12, 2023

I think this is some pretty helpful reading here, a good slice of some of the most tactical insights: Got 100 Customers? Believe It Or Not, It’s Time for Your First User Conference One thing that always works in marketing is bringing your customers and prospects together IRL. Your Customer Success Team. Hire Early.

Sales Hiring 233

Sales Hiring Technical Advisors Compensation Outsourced Development 233

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 250

Sales Hiring Customer Success Scale AI 250

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

Blulogix

JANUARY 23, 2024

In this blog post, we’ll examine the ways in which adopting BluIQ by BluLogix for your subscription billing requirements can result in significant ROI and enduring advantages for your business. Inefficiencies in this area can cause revenue loss, diminish customer satisfaction, and inflate operational expenses.

Payment Features 52

Payment Features Payment Services Payments Subscription 52

Blulogix

JANUARY 23, 2024

In this blog post, we’ll examine the ways in which adopting BluIQ by BluLogix for your subscription billing requirements can result in significant ROI and enduring advantages for your business. Inefficiencies in this area can cause revenue loss, diminish customer satisfaction, and inflate operational expenses.

Payment Features 52

Payment Features Payment Services Payments Subscription 52

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 82

Engagement Customer Lifetime Value Revenue Subscription 82

Subscription Flow

JANUARY 5, 2024

This blog is written expressly for small to medium sized businesses that cannot possibly take all metrics into account and so must engage in a brutal strategy of having to pick and choose. Rate of retaining customers: The customer retention rate is the percentage of customers you kept over a given time period.

B2B 52

B2B Metrics SaaS Benchmarks 52

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

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Customer Success 112

Customer Success Software Review Technical Review Enterprise 112

SaaStr

NOVEMBER 21, 2022

The demographic, environmental, and behavioral attributes of companies you expect to be your most valuable customers make up your ideal client profile (ICP). Finding your ICP starts with broad strokes, finding a few customers, and talking to prospects. Delight customers. Tip #3: Scale with customer-centric innovation. .

Payments 190

Payments Payment Methods Embedded Payments Scale 190

Blulogix

JANUARY 24, 2024

Evaluating the Total Cost of Ownership (TCO) of a Robust Subscription Billing Platform By BluLogix Team When selecting a subscription billing platform , it’s important to consider more than just the upfront cost. Reduced Billing Errors: Estimate the savings from avoiding billing errors and customer disputes.

Subscription 52

Subscription Payment Features compliance Customer Lifetime Value 52

Blulogix

JANUARY 24, 2024

How to Evaluate the Total Cost of Ownership (TCO) of a Robust Subscription Billing Platform By BluLogix Team When selecting a subscription billing platform , it’s important to consider more than just the upfront cost. Reduced Billing Errors: Estimate the savings from avoiding billing errors and customer disputes.

Subscription 52

Subscription Payment Features Systems Review Customer Lifetime Value 52

Blulogix

APRIL 12, 2024

This final blog post underscores how leveraging the inherent intricacies of subscription billing can propel businesses towards increased revenue, enhanced profitability, and elevated customer satisfaction. Complexity, after all, is indicative of a highly customizable and flexible service offering that caters to diverse customer needs.

Payment Features 52

Payment Features Subscription Payments B2B 52

SaaStr

JUNE 7, 2021

If a sales rep closed a deal, A customer success manager should take it over. An open question around smaller customers is how do you staff up Customer Success for them — if at all. Many founders wrestle with the question of if they can really afford customer success professionals for their smaller customers.

Customer Success 326

Customer Success Scale SMB Sales 326

SaaStr

OCTOBER 18, 2023

Josh is Spending a Ton of Time on the Road With Customers to Get Back to Growth. Domo makes a bit of money on services — only 10%, but by charging more than they cost to provide, they keep their blended gross margins at a healthy 76% #3. 50% of Revenue and Have 27+ $1m Customers. 5 Interesting Learnings: #1.

Entrepreneurship 244

Entrepreneurship Enterprise Pricing Churn 244

FastSpring

OCTOBER 10, 2022

Slack announced its pricing change in a blog post in July, and pricing changes took effect in September. This immediately appeals to people’s sense of fairness: Slack isn’t just raising the price because of inflation or an increase in costs. Incentivize Customer Loyalty. And what do I do for historical customers?”

Pricing 137

Pricing Interviewing Retention Strategy 137

Subscription Flow

FEBRUARY 20, 2024

If you are on the lookout for automated billing software for small businesses, this is the blog for you to read. Before we jump to the meat of the blog, let us quickly go over the bare-bones definition of what exactly is automated billing software and why most small businesses require it.

Payment Solutions 92

Payment Solutions Payment Features Payment Services SaaS Payments 92

SaaStr

OCTOBER 12, 2021

Getting customer success right is one of the most powerful levers in SaaS: Upsell + expansion with existing customers costs 62% less than acquiring new customers ($0.63 new customer CAC, per KeyBanc 2021 Private SaaS Company Survey ). upsell + expansion CAC vs $1.67 Video: Intriguing Session Slides: .

VP of Engineering 336

VP of Engineering Customer Success Engineering Retention 336

SaaStr

APRIL 14, 2020

Everyone usually gets pretty good at segmenting customers by ACV. Or enterprise vs smaller customer. More of you right now should be putting that aside a bit and segmenting your customers into 3 new groups: Growing. And setting different goals for sales and retention for each segment: Growing. Large, Medium and Small.

Scale 255

Scale Sales Healthcare Retention 255

SaaStr

SEPTEMBER 3, 2023

The magic of a SaaS model is: Very high logo retention. Net dollar retention is ideally over 120%. For every dollar you spend this year, your customers buy $1.20 The public markets love this trifecta of 90% logo retention, 80% gross margins, and 120% net revenue retention. Over 90% stay each year.

Sales Hiring 232

Sales Hiring Headcount Finance Technical Review 232

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments. Retention is the new acquisition.

Customer Success 94

Customer Success Generative AI AI Scale 94

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 84

Social Media Sales Funnel Acquisition Retention 84

Totango

NOVEMBER 27, 2023

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams.

Trends 91

Trends Customer Success Machine Learning Artificial Intelligence 91

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 94

Retention Customer Lifetime Value Churn Metrics 94

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. Conversely, downgrade flexibility helps retain customers during economic downturns.

Scale 52

Scale Subscription Payment Features Churn 52

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 85

Social Media Data SaaS Scale 85

Intercom, Inc.

APRIL 30, 2020

And as businesses, we could all use partners to forge stronger relationships with our customers. These apps reach over 30,000 Intercom customers who installed apps more than 100,000 times last year alone. “These apps reach over 30,000 Intercom customers who installed apps more than 100,000 times last year alone.”

Outsourcing Services 223

Outsourcing Services Outsourced Development Consulting Retention 223

Subscription Flow

FEBRUARY 27, 2024

However, handling multiple subscription plans and the dealing with the complexities of B2B enterprise SaaS billing, variable customer lifecycles, and subscription management can be extremely difficult. Customers are empowered to choose the plan that best suits their needs thanks to this transparency.

SaaS Payments 83

SaaS Payments Payment Services Payments Payment Solutions 83

Blulogix

FEBRUARY 19, 2024

With the cost of acquiring new customers significantly higher than retaining existing ones, businesses are increasingly focusing on innovative strategies to enhance customer experiences and reduce churn. Tailor experiences, from onboarding to customer service, ensuring each subscriber feels uniquely valued.

Retention 52

Retention Engagement Strategy AI Search 52

User Pilot

NOVEMBER 2, 2023

In contrast, the product-led growth model leverages inherent product virality and its value to drive customer acquisitions and retention. Content marketing is an effective way to increase brand awareness and educate customers on how to use the product for their use cases. This reduces their marketing and sales costs.

Strategy 92

Strategy Marketing Social Media AI Search 92

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. Flexibility reduces friction, making it easy for customers to stay and adapt their plans as required.

Scale 52

Scale Subscription Payment Features Churn 52

Subscription Flow

MARCH 20, 2024

Keeping all this in mind, in the first section of this blog, we will first be seeing what is SimpleCirc, its features, and why exactly is it such a hot choice for magazine owners in today’s marketplace. Say you are a small online marketplace owner whose product links customers and independent artists.

Payment Services 88

Payment Services Payments Payment Solutions Payment Methods 88

User Pilot

AUGUST 16, 2023

Without retaining users , you’re throwing away money and resources spent acquiring customers that’s why having a retention playbook is helpful. A user retention playbook will keep your customers happy and continue using your product for longer. Build relationships with your customers by building an online community.

Retention 97

Retention Social Media Customer Lifetime Value Churn 97