SaaStr

OCTOBER 18, 2019

The real magic from a Wall Street perspective isn’t that Salesforce is “SaaS” and much of, say, Oracle still mostly isn’t … it’s that Salesforce’s revenue, with net negative churn, completely recurs every year. With precise headcount and budget needs. How many reps. How many SDRs.

Sales Hiring 182

Sales Hiring Scale Headcount Revenue 182

OPEXEngine

DECEMBER 13, 2022

Most SaaS executives can relate to a friendly debate they’ve had at a board or leadership team meeting about what percentage of revenue should come from “upsells” to existing customers or what is “healthy churn.” Companies with an equivalent commercial operation- sales headcount, marketing spend, and customer acquisition cost (CAC).

Benchmarks 52

Benchmarks Scale Headcount Software Review 52

Intercom, Inc.

JUNE 3, 2021

” I think the “Sure thing boss, give me more headcount” is obvious. If you’re a SaaS company, that could be new customer acquisition, it could be an expansion or even reduce contraction, reduce churn. ” It’ll reduce our churn, potentially increase expansion. That’s one category.

Strategy 228

Strategy Software Review Development Team Review Sales Recruiting 228

Intercom, Inc.

NOVEMBER 3, 2022

You’re investing resources in hiring and training the right people, tracking different metrics at different stages, adding more and more complexity with each increase in headcount, use cases, and customers. I think the name has worked out quite well for us in being able to build a brand. If you can, it is the way to go.

Scale 206

Scale Outsourcing Services Software Sales Hiring 206

ChurnZero

NOVEMBER 29, 2022

There were also a number of customers who turned us into shelfware or essentially churned. Like many early-stage Customer Success teams, I was working with limited resources and did not have any headcount to hire new talent. Sometimes we’d get lucky, and the customer would come to us to ask for more products or services.

Customer Success 98

Customer Success Sales Recruiting Technical Review Compensation 98

Intercom, Inc.

AUGUST 24, 2021

What’s more, they also found that 58% of support leaders and decision makers believe that customers prefer conversational, messenger-based engagements with brands. It may seem like an impossible conundrum, but luckily you don’t need to add headcount just to keep up with an expanding inbox. Scaling without sacrificing satisfaction.

Scale 129

Scale Customer Support Scaling Headcount 129

SaaStr

AUGUST 16, 2021

We put out a call on Twitter the other day for folks’ best tips on what has really lowered churn for them this year. “1/ Divide your churn into manageable and unmanageable areas 2/ Strip out definable areas of churn reason (e.g. Are you segmenting churn? You just make the headcount more effective.

Churn 309

Churn Sales Hiring Headcount Technical Review 309

Hitenism

JANUARY 16, 2017

In 2014, Mixpanel’s Series B pitch deck spelled out the company’s expansion plans over the next two years: 3x sales headcount and rapidly race towards distribution. Double headcount every 6-9 months. To hold onto attention, you need to build your brand by constantly proving value to your customers.

Scale 147

Scale Venture Capital SaaS Headcount 147

Intercom, Inc.

JULY 21, 2022

“The great thing about performance marketing is the ROI is really obvious, so you can justify increased spend and headcount based on the performance, and that’s what we’ve done” The first thing we did was build out a pretty robust performance marketing team. Rachel Hepworth: Exactly. The agency use case is a key one.

Outsourcing Services 215

Outsourcing Services Sales Hiring CTO Hire Acquisition 215

User Pilot

MAY 11, 2022

You can also learn why different segments churn more often and fix the issue. Different user segments can be analyzed in great detail to understand what caused them to use our product, what value they receive from the product, why they became power users or brand advocates, and so on. Win back churned customers. Job Titles.

SaaS 90

SaaS Underperforming Technical Team Onboarding Churn 90

CustomerSuccessBox

DECEMBER 14, 2021

Customer Success was initially used only when a customer was about to churn. Viewing CS as a cost center and cutting costs by cutting headcount will definitely backfire. Those who have been able to sustain high retention, negative churn, and increase growth numbers stand to benefit from an efficient CS function. It’s a wrap-up.

Customer Success 52

Customer Success Customer Lifetime Value Headcount Retention 52

ChurnZero

NOVEMBER 16, 2018

How to Scale without Scaling Headcount. To ensure you success function scales without scaling your headcount, make sure everyone in the company is bought into the success mindset. Customer Experience = Brand Experience . PulseEurope2018 today customer experience is brand experience. pulseEurope2018. Couldn’t agree more!

Customer Success 49

Customer Success Scale Headcount Sales Hiring 49

ChurnZero

JANUARY 4, 2024

On the other hand, economic headwinds continue to constrain CS budgets and headcounts. Statistics show that customers, more than first-time buyers, are more willing to buy new products and more of them because they already have a trusted relationship with your brand.”

Customer Success 52

Customer Success Trends Sales Hiring Artificial Intelligence 52

Intercom, Inc.

JANUARY 20, 2022

We’re either increasing upsell or decreasing churn or increasing the attractiveness of the project or whatever. They’re going to hire 20, 30, 40 more people into a 20, 30, 40 person startup, or put it another way, I’m seeing a lot of headcount plans that assume 100 or 200% headcount expansion.

Underperforming Technical Team 249

Underperforming Technical Team Headcount Sales Hiring Scale 249

OpenView Labs

FEBRUARY 10, 2020

Sales now accounts for about 7% of the company’s headcount–a similar share of their workforce as marketing or product management. I’d even argue that the company is still under-resourced in sales; sales accounts for only 7% of Atlassian’s headcount compared to 25% of headcount at the average PLG business. This is a good thing.

Sales Hiring 57

Sales Hiring Scale Headcount Sales 57

Intercom, Inc.

NOVEMBER 30, 2021

Juggling outdated, disjointed tools is a recipe for team burnout, customer dissatisfaction, and ultimately, churn. Powered by a modern business messenger , it scales your ability to answer more questions from more customers without increasing headcount, budget, or hours logged. Analytics: Heap.

Technical Review 249

Technical Review Customer Support Payment Methods Payment Solutions 249

ProfitWell

DECEMBER 6, 2019

He references Dan Steinman from Gainsight , who says, “the natural tendency for customers is towards churn.”. If we fail, our customers will churn. But we know customer success reduces churn and increases expansion revenue, so CSMs do have a very serious purpose in an organization. What are your thoughts on this piece?

Scale 43

Scale CTO Hire Sales Hiring New CTO 43

Chart Mogul

DECEMBER 22, 2021

Universal churn settings — you now can harmonize how you recognize churn (at the time of cancellations vs at end of the service) across 4 new billing systems (Chargebee, GoCardless, Zuora, and Google Play) in addition to the existing 6 we offered historically (Stripe, Braintree, Recurly, Chargify, Paypal, and ChartMogul API).

Software Review 52

Software Review Systems Review Payment Features PayPal 52

Unbounce

MARCH 30, 2023

Peter is churning out PPC campaigns and landing pages that see an average conversion rate of 35%. It doesn’t just get you better results—it also speeds up mundane tasks, reduces the need for additional headcount, and lets you focus on the big picture. Since he started using AI, business has been boomin’.

AI Search 52

AI Search AI Artificial Intelligence Marketing 52

SaaStr

JUNE 10, 2020

We’re going through layoffs and furloughs, recession planning and for me as the CMO, facing really massive cuts to marketing budgets and headcount. And so here we are, that cast in the wide net, brand awareness. The other thing we did is we started looking at consumer brands. So that’s the brand side of the world.

Travel 171

Travel Marketing Scale Outsourcing Services 171

SaaStr

FEBRUARY 14, 2024

Today we’re focusing on actionable insights you can use to drive down churn with customer success in today’s new era of SaaS efficiency. We all become new customer-oriented, so we say we’re focused on the existing base, but once the sales team becomes 30-40% of headcount, it tends to dominate every conversation.

Customer Success 234

Customer Success Sales Hiring Scale AI 234

SmartKarrot

FEBRUARY 19, 2021

They are: Churn rate: This can be shown in two ways – Revenue churn and Customer churn. Compare this figure with the acquisition cost and document the loss in ROI due to early churn. To back your point, document the churned customers’ usage hours and depth of engagement with the product.

Outsourcing Services 10

Outsourcing Services Customer Success Technical Review Business 10

SmartKarrot

APRIL 16, 2020

Apply here: [link] Role: Customer Success Consultant, Benelux Location: Amsterdam, Netherlands Organization: Zendesk This is a growth headcount position to join the Customer Success team based in Amsterdam or Copenhagen office focusing on their customer accounts in the Emerging market territories.

Technical Advisors 8

Technical Advisors Customer Success Scale Headcount 8

SmartKarrot

AUGUST 25, 2020

These days, customers have begun taking a backseat from practicing brand loyalty, the support reps are losing a chance to render satisfying service. Not only will this enhance customer satisfaction, but also improve site traffic and cut down churn rates. These days, brands are trying to woo the customer with instant gratification.

Customer Support 10

Customer Support Headcount Branding AI 10

SaaStr

JULY 24, 2023

Folks pulled usage down as much as they could to save money, although logo churn remained low. CIOs and others want to concentrate their budget on vendors they trust, so if you have a strong brand, you can benefit from this trend. They kept the headcount kind of flat. But last quarter saw a bounce back. And it worked!

Revenue 202

Revenue Scale Sales Hiring Cloud 202

SmartKarrot

DECEMBER 18, 2020

Hence, companies would be more interested in measuring the impact on final outcomes like customer retention or reducing churn rate through customer service. #2 But instead of spending money on increased headcount, companies are planning to spend heavily on technology. 2 Instant access to service for the customers.

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

SmartKarrot

DECEMBER 18, 2020

Hence, companies would be more interested in measuring the impact on final outcomes like customer retention or reducing churn rate through customer service. #2 But instead of spending money on increased headcount, companies are planning to spend heavily on technology. 2 Instant access to service for the customers.

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

FastSpring

JANUARY 31, 2023

You’ll be able to manage all aspects of the payment lifecycle from your FastSpring dashboard without adding extra software or headcount. FastSpring FastSpring lets you customize every aspect of your checkout, from custom fields to branded colors. Most companies need additional headcount to manage this.

Payment Services 136

Payment Services Payment Methods Merchant Services Payment Features 136