SaaStr

APRIL 8, 2023

Here’s a list of some of the most popular to dig into: Atlassian’s CRO Cameron Deatsch: “How The Biggest Product-Led Enterprise Company In The World Did It” Skilljar’s CRO: “An Inside View on Hiring Your First CRO” Rippling’s CRO: “Entering a Hyper-Competitive Market” DigitalOcean’s (..)

Scale 273

Scale Sales Hiring SMB SaaS 273

SaaStr

NOVEMBER 15, 2022

This can be thought of as the metric monolith, and historically, VCs would memorize and make decisions based on these thresholds: Net Retention = 120% +. Gross Retention = 90% +. However, now there is an expansion of playbooks for SaaS, not another new model that requires everyone to follow it. Gross Margin = 70% +.

Metrics 234

Metrics Machine Learning Artificial Intelligence Technical Review 234

SaaStr

JULY 26, 2022

Be relentless about building features that increase retention. I don’t see enough SaaS SMB company relentlessly talking about the impact of new features on retention. You can burn a ton of cash following the playbook used by folks with 110%, 120%, 140% NRR. And measuring it. Get better at onboarding.

SMB 361

SMB Churn Payment Services SaaS 361

SaaStr

JUNE 10, 2020

And like retention, a marketing journey should also begin again once a customer closes. Customer Marketing is similar to Demand Gen, but with very different end goals — retention and net account growth. What % of your soft and hard budget for events goes to retention, and what % to lead gen? Or even longer.

Marketing 272

Marketing Retention Customer Success Content Marketing 272

SaaStr

NOVEMBER 8, 2022

Every leader needs to have a strategic playbook to build high-performing teams and retain top talent,” says Guan Wang, Global Director of Market Intelligence for Snowflake. . Most of you are familiar with the customer life cycle, including customer acquisition, onboarding, adoption, cross-selling and upselling, and retention. .

Underperforming Technical Team 230

Underperforming Technical Team Technical Review Acquisition Company Culture 230

SaaStr

SEPTEMBER 16, 2022

Obviously, customers in your home market should love the product, but you also need to stay updated on your retention rates and NPS to ensure they are staying with your company. Before going international, it’s vital to put together a fully formed playbook that empowers you to pull growth levers. Is your success repeatable?

Scale 223

Scale Scaling Sales Hiring Marketing 223

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. Userpilot provides tools and features for creating the ultimate renewal playbook.

Customer Success 92

Customer Success SaaS Retention Education 92

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks. What Is a Customer Success Playbook?

Customer Success 87

Customer Success Onboarding Construction Retention 87

User Pilot

DECEMBER 10, 2023

PLG is cost-efficient and promotes retention and long-term growth. Typical sales playbooks include unblocking, conversion , product expansion, plan expansion, and consolidation. Usage retention is a key metric to track for PLS companies. Talking of retention , it’s one of the cornerstones of PLG. Book the demo to see how!

Scale 100

Scale Sales Software Review Retention 100

SaaStr

FEBRUARY 28, 2021

3. “The Playbook to Boosting Net Retention (Quickly) with Terminus’s CEO” Fresh off their $90m Series C, SaaS veteran Tim Koop shares their secrets to happier customers. #4. . “Brian Halligan, CEO and Co-Founder at HubSpot: The Secrets to $1B ARR … And Beyond!”

Acquisition 237

Acquisition Retention Subscription Payment Features 237

SaaStr

OCTOBER 28, 2022

A New SaaS Playbook. This focus on margins and efficiency forces SaaS companies to adjust the tried-and-true playbook. However, one significant change affects SaaS companies, particularly B2B: Hiring has slowed down, which means that net dollar retention is slowly decreasing since organic usage in a company has also decreased.

Sales Recruiting 222

Sales Recruiting Sales Hiring Leadership Interviewing 222

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

Totango

APRIL 4, 2024

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. If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say?

Customer Success 89

Customer Success Retention Revenue Sales 89

SaaStr

SEPTEMBER 2, 2022

Consider other important indicators to prove your PMF, such as qualitative insights, customer reviews, or retention numbers. You are not expected to have repeatable sales playbooks at the very early stages. The importance of talent retention and culture. At the growth stage, the bar becomes higher. Irina Haivas.

Scale 204

Scale Retention Metrics Product Marketing 204

SaaStr

JULY 20, 2019

Or blogging, or podcasting, or something. If Shopify is your top source of customers, run that playbook hard. Slack, Zoom, PagerDuty, all the latest ones to IPO all have net revenue retention of 140%+ still! Once you hit Initial Traction in SaaS, say that first $1m-$1.5m in ARR, you’ll finally find something that works.

Sales Hiring 256

Sales Hiring B2C Marketing Investment 256

Payrix

APRIL 24, 2024

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. Plus, software providers gain the addition of payments revenue and the ongoing retention of that additional revenue too. But then you want to put those customers into a retention motion.

Payments 162

Payments Embedded Payments Merchant Services Payment Solutions 162

SaaStr

APRIL 11, 2021

”The Playbook to Boosting Net Retention (Quickly) with Terminus’s CEO” SaaS veteran Tim Kopp takes us through a deep dive on driving up NRR. #2 Minutes watched on YouTube were way up this week. What were we all watching? Let’s dive in! #1.”The ” A deep dive on what SOC-2 really means.

Scale 267

Scale SMB Scaling Retention 267

SaaStr

NOVEMBER 17, 2022

Upzelo helps you fight churn and increase retention through real-time data, customised offers and better customer feedback. For marketing, UserGems captures every key unknown contact in target accounts and automates high-performing playbooks so that no opportunity is overlooked.

Banking 244

Banking Payment Features Venture Capital Subscription 244

Intercom, Inc.

APRIL 30, 2020

We’ll also connect with your marketing teams to discuss other joint content we can develop together, such as webinars, case studies, guest blog posts, and perhaps – one day soon – even joint events. Improve retention. It attracted over 9000 pageviews and got picked up by publications like Gartner and Chartmogul.

Outsourcing Services 223

Outsourcing Services Outsourced Development Consulting Retention 223

SaaStr

MARCH 9, 2022

Increased Revenue Retention. Along with a higher growth rate, leadership should also pause to review their retention and churn rates. Get the Playbook Right First, Then Scale Fast. Not that the revenue [doesn’t] continue to grow, the growth rate itself continues to accelerate.”. Organic and Inorganic Fuel. Do Right By Customers.

Revenue 253

Revenue Sales Hiring Leadership Scale 253

SaaStr

JUNE 7, 2023

Leadership introduced a high-velocity playbook and refocused the company downstream. In one year, WorkRamp improved gross retention by 11%. Margins dropped to a low ~70%, but gross and net retention made up for it –– the resulting NDR was over 143%. Customer Impact : Customers are much happier with their post-sales experience.

Scale 216

Scale Scaling SMB Marketing 216

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. Building and implementing the right customer success playbook. Which involves: Churn management and customer retention.

Customer Success 96

Customer Success Management SaaS Technical Review 96

SaaStr

DECEMBER 15, 2021

9:30 AM (20 MIN) – How to Maintain 100%+ Customer Retention with Dooly’s CEO and Head of Customer Success. 12:00 PM (20 MINS) – Running the Enterprise Playbook: Land and Expand, and More with Envoy’s Head of Enterprise Sales Sarah Lash. All times are in Pacific Time. 7:00-8:00 AM PT. 8:00-9:00 AM PT.

Scale 244

Scale VP of Engineering Scaling SMB 244

Totango

JANUARY 29, 2021

Playbooks for customer success managers help drive processes that promote winning client outcomes. Building automation into playbooks helps the customer success team produce repeatable, winning results for clients at every stage in their customer journey. What Is a Customer Success Playbook?

Customer Success 80

Customer Success Customer Lifetime Value Software Review Systems Review 80

Totango

FEBRUARY 23, 2023

Start with the end in mind In a tough economic climate, all eyes are on revenue retention. While net revenue retention (NRR) is a key business metric for many companies, Chris shared that customer success operations can also help you get a closer look at leading indicators to tell whether your team is on track to hit the target.

Scale 84

Scale Customer Success Forecasting Metrics 84

User Pilot

JUNE 20, 2023

Onboarding Matters by Donna Weber links successful customer onboarding to retention by offering a comprehensive six-stage process. The Lean Product Playbook by Dan Olsen focuses on addressing real customer needs through Lean Process. 9 The Lean Product Playbook by Dan Olsen The Lean Product Playbook by Dan Olsen.

Onboarding 92

Onboarding VP of Engineering SaaS Consulting 92

SaaStr

JANUARY 2, 2021

Hire a VP of Customer Success that is great … and upsells, retentions, and renewals will all go up. Follow this 5-step playbook, and I guarantee you will get from $1m to $10m ARR faster than you otherwise would, with less risk and stress and more success. Hire a VP of Marketing that knows demand gen cold. Like magic.

Sales Hiring 300

Sales Hiring Headcount Pricing Market Segmentation 300

Totango

DECEMBER 1, 2021

In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Iterate on processes & playbooks based on actual performance. Iterate on processes & playbooks based on actual performance . Communicate responsibilities and procedures to team members.

Innovation 97

Innovation Customer Success Scale Government 97

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 . Why is Customer Retention Important for B2B SaaS Business?

Sales Hiring 52

Sales Hiring Scale Customer Success Churn 52

OPEXEngine

DECEMBER 13, 2022

This scenario, played out every day in boardrooms and Zoom® meetings, is well intended to help the “playbook” be data-driven – but the benchmarks used are often pulled out of a blog or anecdotally collected from colleagues at companies with different business models. Companies with an equivalent retention rate.

Benchmarks 52

Benchmarks Scale Headcount Software Review 52

ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals, customer journey maps, health scores, segmentation, QBRs and much more. The top ten Customer Success blogs to bookmark and start reading. 5: ChurnZero.

Customer Success 98

Customer Success Scale Sales Hiring Leadership 98

CustomerSuccessBox

MAY 6, 2021

From the last couple of weeks, we’ve been writing about the importance of customer retention , key metrics to track and how Customer Success can help you drive retention, and whether your organization is ready to implement Customer success software. . Want to fully maximize the value by implementing Customer Retention Software ?

Software Review 52

Software Review Retention Software Technical Review 52

Totango

JULY 5, 2022

The Customer Success Playbook: 4 Actions to Take Right Now . Engage Customers : this SuccessBLOC is designed to drive customer engagement with automated retention and expansion activities to scale your growth. Dive into Customer Health.

Customer Success 98

Customer Success Scale Headcount Churn 98

User Pilot

JANUARY 31, 2023

Because it drives so many critical benchmarks: retention , adoption, conversion rate, customer lifetime value , customer acquisition, increased sales , and more. You’ll need some tips and tactics to succeed: Start by implementing a minimum viable onboarding playbook to give you a framework to operate from.

Customer Lifetime Value 90

Customer Lifetime Value Sales Funnel Onboarding Acquisition 90

User Pilot

AUGUST 2, 2023

This article shows you practical strategies to drive high engagement for your SaaS, boosting retention and revenue as a result. A successful strategy helps improve conversions , drive retention and loyalty, and increase the customer lifetime value. Onboarding playbook to drive engagement. A/B testing in Userpilot.

Engagement 84

Engagement Strategy SaaS Customer Lifetime Value 84

CustomerSuccessBox

JUNE 7, 2021

Be it Onboarding Playbook, new feature adoption playbook, setting up risk alerts, or health scores. Supported by the right customer success tool, you and your team can predict churn, reach out to customers just at the right time, improve retentions, increase upsells and expansions and do a lot more.

Customer Success 52

Customer Success Churn Retention B2B 52

SaaStr

NOVEMBER 30, 2023

So, companies build out enablement to train and onboard salespeople with the right content and playbooks to drive an effective process and improve numbers. Net dollar retention. That’s the glue that pulls these systems together. As you grow across these stages, everything gets harder. How do you build out a great sales team?

Scale 251

Scale Sales Hiring Scaling Outsourced Development 251