SaaStr

OCTOBER 17, 2023

If you’ve raised venture capital, you know net revenue retention is important. Will they renew?) We talk a lot about getting new customers, but it’s actually expansion and renewals that make the curve stand out. The Math: Roughly $3M in ARR or about $1M in founder-led renewals Two founder-led CSMs with around $1-1.5M

Scale 169

Scale Sales Hiring Customer Success Scaling 169

ChurnZero

MARCH 31, 2022

Following the webinar, we invited Dave to give his rapid-fire takes on tracking the retention of auto-renew customers, calculating customer lifetime value as a startup, comping CSMs on expansion, determining the importance of measuring time to value, and much more. A: I love auto-renews. See this thread on the topic.

Customer Success 98

Customer Success Metrics Technical Review Scale 98

User Pilot

JULY 27, 2023

Revenue growth rate : This measures the rate at which the company’s revenue is growing over a specific period. A higher revenue growth rate generally indicates positive business performance. It considers subscription fees, additional purchases, upgrades, and renewals.

Sales Hiring 98

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 98

Totango

SEPTEMBER 20, 2022

This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses. This delivers customers more satisfying experiences, which promote higher retention, lower churn, and higher referral rates. Customer Enablement vs. Sales Enablement.

B2B 84

B2B Scale SaaS Sales Enablement 84

CustomerSuccessBox

JUNE 18, 2021

In this article, we collate blogs and webinars from CustomerSuccessBox which will help you as an extensive guide for customer success. The blog tells you about how does the onboarding experience of the customer define the ongoing relationship you have with your customer . How can the right onboarding process increase the renewal rate?

Sales Hiring 52

Sales Hiring Scale Customer Success Churn 52

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. What is retention marketing?

Retention 98

Retention Strategy Marketing SaaS 98

User Pilot

FEBRUARY 26, 2023

The customer success renewal playbook is central to keeping the incoming stream of recurring revenue flowing. Thanks to the subscription economy of SaaS companies, high customer retention is vital to staying afloat and enjoying growth. The renewal process begins immediately after a user signs up for your product.

Customer Success 98

Customer Success SaaS Retention Education 98

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

Technical Review 64

Technical Review Software Review Churn Customer Success 64

Totango

NOVEMBER 5, 2021

When to use Tech-Touch vs. High-Touch. Specifically for purposes such as subscription renewals, it is ideal to track down the correct person. After one of your tech touch customers renews, would you implement or tailor a different journey for Year Two, Three, etc.? Sometimes there are several contacts associated with an account.

Scale 112

Scale Engagement Scaling Strategy 112

User Pilot

MARCH 23, 2023

TL;DR Customer churn refers to the rate at which a business loses customers within a specific period. Reducing churn is critical for SaaS because it cuts back customer acquisition costs and increases customer retention. 4: Customers churn when they don’t get enough value to keep renewing their subscriptions.

SaaS Payments 98

SaaS Payments Churn Underperforming Technical Team Payment Methods 98

ChurnZero

JULY 17, 2020

This is a guest blog post by Irit Eizips , Chief Customer Officer and CEO of CSM Practice. . Keeping a renewing client allows you to increase your Customer Success team’s efficiency and grow your SaaS business. One way to do this is by optimizing your renewal process. . The Renewal Process. Do you need a Renewal Manager?

Sales Hiring 59

Sales Hiring Outsourced Development Sales Software Review 59

Totango

NOVEMBER 5, 2021

When to use Tech-Touch vs. High-Touch. Specifically for purposes such as subscription renewals, it is ideal to track down the correct person. After one of your tech touch customers renews, would you implement or tailor a different journey for Year Two, Three, etc.? Sometimes there are several contacts associated with an account.

Scale 87

Scale Engagement Scaling Strategy 87

CustomerSuccessBox

OCTOBER 5, 2021

Surprisingly, only 10% of SaaS businesses ever get past the 125% MRR rate. The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. Business KPIs- NRR, Renewal rate, MRR churn, etc. Net Retention Rate (NRR). Be in that 10%!

Customer Success 59

Customer Success Technical Review Sales Hiring Underperforming Technical Team 59

InsightSquared

JULY 17, 2019

In this blog post, we’ll introduce key concepts to help identify your most valuable customers and increase your engagement with them, so you can communicate more efficiently with your board in your monthly meetings. . A lot of sales teams focus on net retention and customer acquisition cost (CAC). Lifetime Value.

Scale 94

Scale Customer Lifetime Value Acquisition Education 94

Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Customer Success vs. Customer Support: How They Differ and How They Intersect. The post Customer Success vs. Customer Support: What Are the Differences?

Customer Support 108

Customer Support Customer Success Construction Churn 108

BrightBack

AUGUST 3, 2022

At a high level, you need to be measuring deflection, save rate, and saved revenue from your cancel flows to determine ROI. If you need more context on these terms - see our blog post about deflection funnels. The design of that experience and the content/offers included will directly reflect in your cancellation metrics.

Subscription 52

Subscription Payment Features Churn Education 52

User Pilot

AUGUST 10, 2023

The survey uses an 11-point scale (0-10), and there are three types of responses based on the scores: Promoters: These customers rate you a 9-10. Passives: Customers who give a rating of 7 or 8. Detractors: They rate you 0-6. Transactional NPS (tNPS) survey vs relationship NPS (rNPS) survey – which one should you go for?

SaaS Payments 97

SaaS Payments Payment Solutions Software Review Interviewing 97

User Pilot

AUGUST 18, 2021

You can use these insights to proactively deploy in-app experiences to relevant customers and increase retention, customer lifetime value while reducing customer churn and improving customer experience overall. Measuring customer engagement helps improve retention , account expansion , and product advocacy. Improve retention.

Engagement 98

Engagement Retention Software Review SaaS 98

CustomerSuccessBox

NOVEMBER 17, 2021

We will be discussing all Net Revenue Retention in this blog. What is Net Revenue Retention? But SaaS leaders know the importance of Net Revenue Retention and tracking it. Net revenue retention is the impact your current customer has on your revenue. Calculating Net Revenue Retention.

Retention 52

Retention Revenue Artificial Intelligence Systems Review 52

Totango

JANUARY 29, 2021

With an improved customer experience, churn rates decrease, increasing retention. Send renewal notice. Preparing for success at each of these stages in your customer journey will reduce potential barriers to desired outcomes and increase the likelihood of success renewal and retention.

Customer Success 82

Customer Success Customer Lifetime Value Software Review Systems Review 82

Totango

NOVEMBER 5, 2021

When to use Tech-Touch vs. High-Touch. Specifically for purposes such as subscription renewals, it is ideal to track down the correct person. After one of your tech touch customers renews, would you implement or tailor a different journey for Year Two, Three, etc.? Sometimes there are several contacts associated with an account.

Scale 62

Scale Engagement Scaling Strategy 62

Totango

OCTOBER 27, 2021

the “How it Started vs. How it’s Going” meme). Once they’re settled and don’t need us as much, we might put them on the back burner and let them simmer until an issue arises – or until it’s time for renewal. Tracking and acting on these metrics can help deter churn, increase retention, maximize revenue, and of course, prevent ghosting.

Customer Success 93

Customer Success Engagement Communication Metrics 93

User Pilot

JANUARY 26, 2023

Accessibility design vs universal design vs inclusive design Inclusive design is easy to confuse with accessibility design and universal design. This leads to reduced user churn and increased adoption rates. You can then modify the design and further test it to see if it improves the conversion rates.

Sales Recruiting 98

Sales Recruiting Interviewing Development Social Media 98

ChurnZero

JUNE 15, 2021

This is a guest blog post by Jeff Galowich, CEO of Blue Horizon Software. In a world seemingly obsessed with hyper-growth, this may sound like heresy, but when evaluating a B2B software-as-a-service (SaaS) company, the most important metric we look at is retention. The Different Types of Retention Metrics.

Retention 59

Retention Metrics Churn Customer Success 59

Totango

AUGUST 21, 2020

Customer Service Vs. Customer Success. Customer Experience Vs. Customer Success. Account Management Vs. Customer Success. Account management tends to involve reacting to upcoming contract end dates, customer feedback, and account health, and focusing on encouraging renewal and expansion. ” Scaling Customer Success.

Customer Success 78

Customer Success Sales Hiring Scale Enterprise 78

Full Session

DECEMBER 4, 2022

For this reason, companies must conduct a customer churn analysis and keep a finger on their churn rate – a statistic that shows the percentage of customers who stopped making purchases from a company. It gives you a clue on what’s not working with your customer retention strategy and can indicate other business model issues.

Churn 52

Churn Payment Services Payments SaaS Payments 52

Totango

OCTOBER 27, 2021

the “How it Started vs. How it’s Going” meme). Once they’re settled and don’t need us as much, we might put them on the back burner and let them simmer until an issue arises – or until it’s time for renewal. Tracking and acting on these metrics can help deter churn, increase retention, maximize revenue, and of course, prevent ghosting.

Customer Success 73

Customer Success Engagement Communication Metrics 73

OPEXEngine

NOVEMBER 8, 2022

Usually, customer churn rate is every SaaS company’s worst enemy. Voluntary churn vs. involuntary churn: What’s the difference? Before looking at customer retention strategies that can help reduce customer churn , it’s essential to understand the difference between voluntary and involuntary churn.

SaaS Payments 52

SaaS Payments Finance Churn Payment Services 52

OPEXEngine

NOVEMBER 8, 2022

Usually, customer churn rate is every SaaS company’s worst enemy. Voluntary churn vs. involuntary churn: What’s the difference? Before looking at customer retention strategies that can help reduce customer churn , it’s essential to understand the difference between voluntary and involuntary churn.

SaaS Payments 52

SaaS Payments Finance Churn Payment Services 52

Totango

OCTOBER 27, 2021

the “How it Started vs. How it’s Going” meme). Once they’re settled and don’t need us as much, we might put them on the back burner and let them simmer until an issue arises – or until it’s time for renewal. Tracking and acting on these metrics can help deter churn, increase retention, maximize revenue, and of course, prevent ghosting.

Customer Success 62

Customer Success Engagement Communication Metrics 62

OPEXEngine

NOVEMBER 23, 2020

Not familiar with cash-basis vs. accrual-basis accounting? The benefits are massive: improved net revenue retention (and less total renewable dollars for your CSMs to chase after), more near-term cash flow (which can be reinvested in S&M or other parts of the business) and less A/R collections work for you or your accountant.

Finance 52

Finance Sales Hiring Headcount Scale 52

User Pilot

AUGUST 11, 2022

And it mainly involves increasing retention, preventing churn, building loyalty , and generating account expansion revenue. Which involves: Managing churn and increasing customer retention. Customer success goals include increasing customer retention, preventing churn, building loyalty, and expanding satisfaction with the product.

Customer Success 98

Customer Success Management SaaS Technical Review 98

OpenView Labs

MARCH 30, 2020

In fact, as analytics expert Avinash Kaushik writes on his blog , choosing the wrong ones can create “sub optimal, tear-inducing outcomes that will, slowly over time, bleed the business to death.”. Churn Rate. Churn rate is a classic because it’s the core of understanding so many aspects of your business. Annual Growth Rate.

Benchmarks 54

Benchmarks Technical Review Churn Scale 54

CustomerSuccessBox

OCTOBER 4, 2021

In this blog post, we will outline the top 10 best customer success certificates and training in 2021. Also, how to make sense of the data that you see, how to plan the day to manage your portfolio of accounts effectively, and increase the retention rate. But how can you begin to shine in Customer Success ? Link: [link].

Customer Success 52

Customer Success Consulting Management Onboarding 52

SaaStr

MAY 15, 2024

You have internationalization on the app store on day one, vs. B2B, which requires a lot of work. Lesson #4: Consumer Churn Is High, But So Are Resubscription Rates While consumer churn is high and might be off-putting to go after, resubscription rates are high, at 12% within 12 months of churning.

Subscription 262

Subscription Payment Features B2B Mobile 262

SaaStr

JANUARY 5, 2023

Looking back vs. looking forward. Fundamental metrics (like ARR, CAC Payback, or Burn Rate) will never stop being important; they’re industry standards for a reason. Employee Retention. Gross Retention. Are customers renewing and buying more? Productivity Per Sales Rep. Customer Health. Are customers churning?

Sales Hiring 39

Sales Hiring Acquisition Forecasting Outsourced Development 39

User Pilot

APRIL 30, 2024

TL;DR A marketing growth strategy is a comprehensive business growth approach focusing not only on customer acquisition but also on long-term engagement and retention. Growth marketing strategy vs. traditional marketing strategy Growth marketing focuses on the entire customer lifecycle , not just the initial acquisition.

Underperforming Technical Team 105

Underperforming Technical Team Strategy Marketing Customer Lifetime Value 105