CustomerSuccessBox

APRIL 19, 2021

It’s unlike most SaaS B2B businesses not addressing customer retention. There is a treasure trove of data on how customers interact with your organization yet most organizations are unable to act on these data points. If you can’t keep the customers you have, you certainly can’t sell them anything more.

Retention 52

Retention B2B SaaS AI 52

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? Upskill to Up Your Retention Game . The Forgotten CSM: Customer Success Marketing.

Retention 64

Retention Strategy Scale Sales Recruiting 64

CustomerSuccessBox

MARCH 25, 2021

No matter what era we live in, customer retention is something that will never fade away. Let’s see the process of acquiring new customers. You’ve spent considerable time creating various marketing and sales funnels to convince your customer how your product can solve their problems. Let’s talk about why? Wondering How?

Retention 52

Retention SaaS Payments B2B Business 52

Valuize Consulting

DECEMBER 21, 2022

2022’s impact on the SaaS industry was significant, deeply impactful, and turbulent. As technology companies adapted to the array of challenges over the past year, many organizations re-examined what customer success means in today’s environment. On Creating Robust Customer Churn Triggers: 4 Places To Spot Early Churn Indicators.

Customer Success 52

Customer Success Churn Subscription Payment Features 52

CustomerSuccessBox

APRIL 19, 2021

The real skill behind customer retention is helping customers achieve success. It would be great if you could rely directly on customer feedback to understand their satisfaction levels but more often than not these satisfaction surveys are lagging indicators. By then 50% of your customer base has already churned.

Retention 52

Retention Data Systems Review Technical Review 52

SaaStr

JULY 23, 2023

Check out this week’s top blog posts, podcasts, and videos: Top Blog Posts This Week: The Cold Hard Truths About SaaS in 2023 with Jason Lemkin The Cold Hard Truths About SaaS in 2023 with Jason Lemkin Part 2 Want To Steal a Customer from the Competition? From 2 Weeks of Runway to a $1.5B

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Retention Revenue SaaS Customer Success 200

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. As well as their actionable customer success platform they provide a widely respected blog.

Customer Success 64

Customer Success Underperforming Technical Team Consulting Software Review 64

SaaStr

APRIL 24, 2022

Check out this week’s top blog posts, podcasts, and videos: Top Blog Posts This Week: 1. BowtiedCocoon: Top SaaS SMB AEs have $125k OTEs. A SaaS Founder’s Guide to PR. The Private Equity Math of 1+1=3 in SaaS Acquisitions. But The Best Ones Make $261k. Every Investor is Different.

Sales Hiring 267

Sales Hiring Revenue Scale SMB 267

SaaStr

OCTOBER 30, 2022

Check out this week’s top blog posts, podcasts, and videos: Top Blog Posts This Week: SaaS Multiples Are Down 75% From a Year Ago. Customers Love a Good Product Roadmap Review. Designing a Product Your Customer Can’t Live Without with Brex’s CEO and Mutiny’s CEO. Go Do More of Them.

Sales Recruiting 268

Sales Recruiting CTO Compensation Software Review 268

SaaStr

FEBRUARY 19, 2023

Check out this week’s top blog posts, podcasts, and videos: Top Blog Posts This Week: Salesforce Ventures: Only 150 Private SaaS Companies Have Hit $100,000,000 in ARR Want Happy Customers? For Your Customer Success Team — And You. Implement the 5-Visits-Plus-2-Badges Rule. Top Podcasts This Week: 1.

Scale 194

Scale Venture Capital Startup Retention 194

ChurnZero

DECEMBER 9, 2020

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. You can see this is the case by taking a look at the Google search trends for “Customer Success” and “Customer Experience” over time.

Customer Success 98

Customer Success Consulting Churn Trends 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. . Steps to implementing Customer Retention Software.

Software Review 52

Software Review Retention Software Technical Review 52

SaaStr

MAY 20, 2024

It can take years for some SMB SaaS companies to hit and cross 100% NRR, for example. But if your churn and retention numbers aren’t at least mid-pack for your category, don’t let it lurk. Falling Behind The Competition (For Real) We worry a bit too much about competition in SaaS. Nothing is static.

Trends 225

Trends Scale Sales Hiring Venture Capital 225

SaaStr

MARCH 5, 2023

Check out this week’s top blog posts, podcasts, and videos: Top Blog Posts This Week: Does Anyone Want To Be a Unicorn Anymore? SaaStr 639: Scaling a SaaS Sales Team While Building Culture with Figma VP of Sales Scott Pugh   3. SaaStr CRO Confidential: Brex GM of Startups Lucas Fox on Customer Retention and Expansion 2.

Scale 195

Scale Sales Hiring CTO Hire Startup 195

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022!

Customer Success 52

Customer Success Scale Technical Review AI Search 52

User Pilot

MARCH 18, 2021

A successful customer retention strategy requires constant iteration and innovation to keep up with an ever-changing SaaS market environment. It’s also not like customer retention is the business of only one department. Why does retention management take so much time and effort?

Retention 52

Retention Strategy Underperforming Technical Team Technical Review 52

Valuize Consulting

DECEMBER 23, 2021

2021 was another year of radical and accelerated change for Customer Success (CS) and the business world as a whole. While these trends began to take shape in 2020, they were forced into hyperdrive this year and created a new normal for the SaaS world. . What’s The Real Difference Between Customer Outcomes and Customer Value?

Customer Success 52

Customer Success Scale Leadership Retention 52

SaaStr

MARCH 1, 2024

In SaaS, once you have even a few million in ARR, the #1 challenge is recruiting top-tier VPs and building a truly top-tier management team: SaaS products mostly don’t sell themselves. SaaS products get too complex to hack a product roadmap too long. Upsell and retention is an art, science and craft. As are you.

Scale 241

Scale Part-Time VPE CTO Hire Fractional VPE 241

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. Back in 2015, when didn’t have the data or NRR or GRR of 115 public SaaS companies. We still want to drive retention and growth and make money.

Sales Hiring 238

Sales Hiring Customer Success Scale AI 238

SaaStr

MARCH 12, 2023

Check out this week’s top blog posts, podcasts, and videos: Top Blog Posts This Week: The Challenge with SMB SaaS: High Growth Can Only Mask High Churn For Just So Long (Updated) The 8 Signs of a Failing Sales Rep. SaaStr 639: Scaling a SaaS Sales Team While Building Culture with Figma VP of Sales Scott Pugh    4.

Scale 186

Scale SMB Sales Scaling 186

SaaStr

AUGUST 14, 2022

Check out this week’s top blog posts, podcasts, and videos: Top Blog Posts This Week: Alteryx, ZoomInfo, Atlassian Have Blow Out Quarters. Dear SaaStr: How Long Does It Take the Average SaaS Startup to “Exit”? Designing a Product Your Customer Can’t Live Without with Brex’s CEO and Mutiny’s CEO.

Scale 241

Scale Startup Scaling Metrics 241

SaaStr

MAY 12, 2023

So SaaS Capital put out its latest report on SaaS retention and NRR after having surveyed over 1,500 SaaS companies and professionals. Let customers buy the way they want to buy. #2. Median NRR is 102% across all SaaS companies, Media Gross Retention is 91%. You can download it here.

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Startup SaaS Retention Churn 305

SaaStr

SEPTEMBER 2, 2023

So there’s a question I’ve had for some time in SaaS: does high NRR really equal higher growth? Yes, most of the best in SaaS have high NRR, at least once they are public. SaaS Capital asked this question among some other great ones of 1,500 private SaaS companies here. . This wasn’t obvious to me.

Startup 241

Startup SaaS SMB Banking 241

SaaStr

AUGUST 21, 2022

Check out this week’s top blog posts, podcasts, and videos: Top Blog Posts This Week: 10 Things That Always Work in SaaS Marketing. Adding Payments and Fintech to SaaS Can Be Great. SaaStr 582: SaaS Secret Sauce: How the CEO — CRO Dynamic Drives Growth with Marketo Former EVP Sales Bill Binch.

Scale 199

Scale Scaling Retention Investment 199

SaaStr

JANUARY 27, 2024

Dear SaaStr: What is The Average Ratio of Support Staff to Customer Count in SaaS? Typically support consumes about perhaps 5%-7% of your revenue at scale (excluding customer success) in most SaaS models. And that leaves you at the 75%-85% gross margins traditional SaaS companies have. appeared first on SaaStr.

Azure 210

Azure AWS SaaS Customer Success 210

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 111

Retention Metrics Strategy Scale 111

SaaStr

MAY 8, 2022

Check out this week’s top blog posts, podcasts, and videos: Top Blog Posts This Week: The Average SaaS Leader Grows 54% … At $1 Billion in ARR. Why NRR is Probably The Wrong Core Metric for Your Customer Success Team. When to Go Multi-Product in SaaS. The Only 2 Things That Really Motivate a Salesteam.

Scale 220

Scale Engineering Payment Features Sales 220

SaaStr

MAY 1, 2022

Check out this week’s top blog posts, podcasts, and videos: Top Blog Posts This Week: It’s Basically a Quiet Series A, Series B, C and D Crunch Now. It’s a Lot Harder to Build a SaaS Decacorn Than It Used To Be. Each week, we round up our most popular content so you can catch up on anything you may have missed.

Sales Hiring 196

Sales Hiring Leadership Innovation Retention 196

SaaStr

APRIL 28, 2022

Our second SaaS blog post ever, in 2012 (updated after) was “Want to Understand SaaS? And we religiously track the NRR of all public cloud and SaaS leaders in our 5 Interesting Learning series. High NRR is the key to the magic in SaaS. They are the laziest ICs in SaaS. Lost a few customers?

Customer Success 199

Customer Success Metrics Scale Retention 199

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.

Venture Capital 52

Venture Capital SaaS Data Scale 52

SaaStr

APRIL 19, 2024

How do you reverse-engineer your first million as a SaaS startup founder? EchoSign, which Adobe bought, had $12M in ARR, growing 100%, with 120% revenue retention and cash flow positive. Now, every public SaaS company is at $300k to $400k of revenue per employee. That’s the easiest thing because the customers already know you.

Engineering 235

Engineering Business Model Pricing Scaling 235

CustomerSuccessBox

DECEMBER 4, 2018

In the SaaS world, the customer-acquisition-cost (CAC) is high and the initial payment is peanuts compared to the lifetime value (LTV) of the customer. That means the customer needs to renew their contract more than once. You may believe that if the customer does not have any problem, the customer will renew the contract.

Retention 40

Retention SaaS Payments SaaS Payments 40

SaaStr

MAY 10, 2024

ARR 23% Growth 22% Customer Growth 15% Operating Margins (non-GAAP) That’s about as good as it gets. This is probably what most of you are seeing for pure-play B2B SaaS sales, too. The customers come and go faster. Even as many selling software to tech have struggled, HubSpot has maintained top-tier growth. But 2023?

B2C 207

B2C Mobile B2B Market Segmentation 207

SaaStr

FEBRUARY 13, 2022

Check out this week’s top blog posts, podcasts, and videos: Top Blog Posts This Week: The 10 Keys to A Successful Board Meeting: How to Make Them Great and Not Something Everyone Dreads from Ajay Agarwal, Bain Capital Partners. 20 Interesting PLG Learnings from The Leaders in SaaS.

Scale 182

Scale SMB Sales Cloud 182

SaaStr

MARCH 27, 2024

So we’ve probably covered HubSpot more than any other SaaS and Cloud leader on this 5 Interesting Learnings series, but there’s a good reason for it: First, HubSpot is a lot like most of us. New customers are still growing 23% a year, even at 200,000+ Customers and $2.4 And second, so many of us use HubSpot.

Scale 231

Scale Cloud Scaling Pricing 231

SaaStr

OCTOBER 23, 2022

Check out this week’s top blog posts, podcasts, and videos: Top Blog Posts This Week: CB Insights: Yes, Venture is Down. SaaS Multiples Are Down 75% From a Year Ago. The Average SaaS CEO is 43 at IPO (Updated). How to Build a Super High-Retention Sales Team | Twilio SVP & GM Alice Katwan.

CTO 175

CTO Scale Business Model Retention 175

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