SaaStr

SEPTEMBER 19, 2022

Rav Dhaliwal, Investor and Venture Partner at Crane Ventures , Lindsey Serafin, VP of Customer Success at Snyk.io , and Caitlin Sullivan, Director of Customer Success at Vanta, discuss what customer success is, who owns it, what customer metrics you should look at, and what you need to focus on if you want to scale digital customer success.

Sales Hiring 243

Sales Hiring Customer Success Scaling Construction 243

SaaStr

FEBRUARY 8, 2021

It won’t feel like it, but you’ll look back at this stage (~$10m ARR) and see it’s where everything came together from a brand, community, retention, etc. A good overview of the learnings of scaling from $1m to $250m in ARR with Aaron Levie of Box here: View original question on quora. (an perspective. Be paranoid here.

Scaling 253

Scaling SaaS Churn Metrics 253

Intercom, Inc.

JULY 10, 2019

Today we’re launching three huge updates to our Articles and Custom Bots products to help you scale your support with Intercom. Giving your customers fast, personal support is essential to customer retention , transforms customers into advocates for your business and delivers a competitive advantage.

Outsourcing Services 149

Outsourcing Services Scaling Branding Customer Support 149

User Pilot

APRIL 16, 2024

With multiple businesses offering similar goods and services in today’s competitive market, customer loyalty and retention are critical to success. In this article, we will examine what customer loyalty and retention mean, how to measure them, and strategies that can help you improve both. How to measure customer retention?

Retention 52

Retention Customer Lifetime Value Software Review SaaS 52

SaaStr

JUNE 14, 2023

Ten years ago, no one would have guessed Europe would generate the largest software IPO globally, yet UiPath has done it, and net retention is 144%. At SaaStr Europa, UiPath’s Dines shared five insights from growing a company from nothing, so other founders can learn what it takes to scale a SaaS startup to $1B+ ARR.

Scale 209

Scale Artificial Intelligence Technical Review Software Review 209

User Pilot

APRIL 22, 2024

In SaaS, it’s advised to follow customer success best practices to ensure that users achieve their desired outcomes with your product and become loyal advocates for your brand. In this article, we’ll share 17 best practices that you can implement today to increase retention , revenue, and engagement. But what strategies work?

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Customer Success Retention Software Review Customer Lifetime Value 73

SaaStr

OCTOBER 13, 2020

On December 8-9, 20,000+ of the best revenue leaders from marketing, sales, customer success and product will come together to share their best practices at SaaStr Scale. . First wave of speakers confirmed for SaaStr Scale in our commitment to diversity, equity and inclusion, these speakers represent; Men: 33.3% and Women: 66.67%.

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Scale Engagement Scaling Sales Hiring 192

Chart Mogul

JUNE 1, 2023

Companies with best-in-class retention grew at least 1.8x In an uncertain market, customer retention is key. So if you are keeping a close eye on your retention metrics this year, you’re not alone. Retention is one of the most important metrics when building a successful SaaS business. What is customer retention?

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Retention Metrics Benchmarks SaaS 90

User Pilot

FEBRUARY 26, 2023

Looking for some great customer retention survey questions to include in your feedback form? Customer retention surveys are the lens through which you can see how people are feeling about your brand. The goal is to get valuable insights into customers’ needs and use this information to improve retention.

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Retention Scale Underperforming Technical Team Churn 94

SaaStr

APRIL 19, 2024

EchoSign, which Adobe bought, had $12M in ARR, growing 100%, with 120% revenue retention and cash flow positive. You Need A Business Model with Economies of Scale As you’re trying to reverse engineer whether your business model makes sense, you have to look at your business model. What you do is: Build your business and brand.

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Engineering Business Model Pricing Scaling 250

Subscription Flow

DECEMBER 11, 2023

Next, these subscription businesses need to plan and go for scaling subscriptions. As a subscription retailer, you need to scale subscriptions and grow your business with time. Also Read: Scaling Subscription Business With Easier, Faster, and Smarter Recurring Payments Processing What Subscription Businesses Need to Scale?

Scale 52

Scale Payment Features SaaS Payments Payment Services 52

Blulogix

FEBRUARY 19, 2024

This blog post delves into advanced strategies that can help subscription services foster deeper connections with their customers, thereby improving retention rates and fostering brand loyalty. Retention, on the other hand, focuses on maintaining these subscribers over time, turning them into loyal advocates for your brand.

Retention 52

Retention Engagement Strategy AI Search 52

User Pilot

JANUARY 3, 2023

Ready to double down on customer retention automation? Shortly, you’ll learn: Why retention automation should be the focus of every SaaS company. 8 retention automation strategies. Three of the best customer retention software to use. Three of the best customer retention software to use.

Retention 91

Retention Customer Lifetime Value SaaS Scale 91

User Pilot

JANUARY 9, 2023

Can personalized retention marketing grow your customer’s lifetime value and customer retention rate? This article considers all you need to know about retention marketing. How can a personalized experience help drive retention? What personalized customer retention strategies are open to you?

Customer Lifetime Value 87

Customer Lifetime Value Retention Marketing Scale 87

SaaStr

APRIL 20, 2022

Alice Katwan , SVP at Twilio , discusses how you can build a high-retention sales team while being remote. One challenge Twilio faced was balancing the scaling efforts of the organization and building a world-class team to support their growth ambitions—in a virtual environment. . Implement systems to attract great talent.

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Sales Hiring Scale Retention Sales 217

Valuize Consulting

MARCH 10, 2022

Scaling a technology enterprise through a partner channel has long been a best practice in B2B technology. By doing this, you will be able to use your channel to scale NDR, not just net-new sales. Amplify Your NDR Potential. Customer Value Verification.

Scale 52

Scale Retention Scaling Government 52

SaaStr

FEBRUARY 2, 2021

The hardest phase of SaaS, at least for the founders, is the phase from Initial Traction ($1-$2m in ARR + 80%-100% YoY growth) to the next phase — Initial Scale. Once you hit this point, you have a brand, you have a fully baked team, you have a robust product, and you have a self-generating stream of new leads and new business.

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Scale Part-Time VPE Sales Hiring Scaling 254

User Pilot

JULY 18, 2022

Are you satisfied with the customer loyalty and retention rates of your SaaS? Today we explore what customer loyalty and retention mean for SaaS, how retention differs from loyalty, and tactics to help you boost both. Customer retention is a company’s ability to keep its existing customers. What is customer loyalty?

Retention 81

Retention SaaS Customer Lifetime Value Education 81

User Pilot

DECEMBER 12, 2023

Looking for a good retention analytics tool and wondering which one of Pendo, Appcues, and UserGuiding is the best option for your SaaS company? There are plenty of tools for retention analytics on review sites, but they don’t make the choice any easier. Let’s compare them! Let’s dive in!

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Retention Software Review Technical Review Underperforming Technical Team 52

Intercom, Inc.

AUGUST 24, 2021

If your business is preparing for a new phase of growth, you need to make sure that your support team is set up for success from the outset, and that you’re creating the right support infrastructure to deliver exceptional customer experiences at scale. Are the tools you’re using capable of scaling with you?

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Scale Customer Support Scaling Headcount 129

User Pilot

JANUARY 16, 2023

Features to look for in customer retention software: Analytics and tracking. Access to the right churn software can boost your retention game because you’ll find and address churn risk quickly. There are many customer retention products in the market, and it can get confusing when you try to choose the right tool for you.

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Software Review Churn Retention Software 104

User Pilot

DECEMBER 12, 2023

Looking for a good retention analytics tool and wondering which one of Pendo, Appcues, and Mixpanel is the best option for your SaaS company? There are plenty of tools for retention analytics on review sites, but they don’t make the choice any easier. Let’s compare them! Let’s dive in!

Retention 52

Retention Software Review Technical Review Underperforming Technical Team 52

User Pilot

NOVEMBER 25, 2023

Looking for a good retention analytics tool and wondering which one of Heap, Amplitude, and Mixpanel is the best option for your SaaS company? There are plenty of tools for retention analytics on review sites, but they don’t make the choice any easier. Let’s compare them! Let’s dive in!

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Retention Software Review Technical Review Scale 59

SaaStr

JANUARY 21, 2022

You might feel confused about where to begin, how to scale up, which mistakes you should avoid, and things you should consider before expanding. Now, let’s look at ten learnings that Dorian gathered while scaling Grammarly from a Consumer to an Enterprise brand with B2B offerings. Redefine your guiding principles.

Scale 210

Scale SMB Enterprise Sales Hiring 210

SaaStr

AUGUST 5, 2021

. – $234M rev (+67% YoY) vs $212M consensus (10% beat) – $247M next Q guidance vs $225M consensus (10% raise) – Last Q YoY growth was 51% – >130% net retention – 7 months GM adj. It really is almost everyone at SaaS that is at scale and has a winning brand. Now is your time, folks.

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SaaS AWS Cloud Scaling 333

Intercom, Inc.

MARCH 24, 2021

But as your company grows, how do you offer personalized support at scale without burning out your team or budget? Modern self-serve support is key to scaling smarter. At Intercom, we use a framework called the Conversational Support Funnel to deliver efficient, personal support to our customers at scale. Show as well as tell.

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Scale Scaling Strategy Headcount 165

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. With a dashboard that shows customer health and the opportunity to automate alerts, teams can improve customer retention rates exponentially. Ways to Use ChurnZero to Increase Customer Retention Rates and Improve Account Management.

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Scale Churn Scaling Retention 97

SaaStr

JUNE 7, 2021

And as startups scale, many try to automate away support and success for the smaller accounts. For example, let’s say you are scaling and want each CSM to cover $1m in revenues. Set clear KPIs on NRR and retention. Set a retention goal for your SMB customer success manager(s) and let them figure it out.

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Customer Success Scale SMB Sales 326

Buffer Resources

AUGUST 16, 2023

However, scaling a business into a seven-figure enterprise is a completely different ball game altogether. So, how could these startups scale while others struggled to find their footing? So how did I scale my PR agency to a coveted seven-figure powerhouse? To scale and truly stand out, I needed to niche down.

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Scale Scaling Strategy Social Media 78

Intercom, Inc.

AUGUST 29, 2019

In this week’s episode we’ve dug down into the podcast vaults to bring you some of the best insights shared by our guests about scaling sales. It’s no surprise that one of the key levers for growth as you go from startup to scale-up is your sales team. That’s the number one thing that we’ve done.

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Scale Sales Hiring Scaling Payment Services 172

User Pilot

MARCH 6, 2023

Adding watermarks encourages users to upgrade their plans and promotes the brand. Use word-of-mouth to create virality around your brand Word-of-mouth marketing is by far the most effective way for acquiring customers. Give away some cool brand swag. Second, watermarks raise your brand awareness. Product-led growth model.

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Scale Acquisition Scaling Customer Lifetime Value 87

Totango

MAY 14, 2021

Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Customer Retention Rate. The result is your customer retention rate. Revenue Churn Rate.

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Metrics Retention Software Review Customer Lifetime Value 65

Intercom, Inc.

APRIL 25, 2019

However, when researchers at UC Berkeley and Stanford explored growth at more than 3,000 startups , their key finding was that premature scaling was the most common cause of failure. This is episode seven of Scale , a brand new podcast series on moving from startup to scale up. Making sure culture scales as you grow.

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Scale Sales Hiring Sales Recruiting Scaling 136

Totango

SEPTEMBER 14, 2021

Knowing what influences customer satisfaction can help you improve your clients’ experience and increase retention rates. Here we’ll focus on five of the top factors which shape clients’ experience of your brand. When customers contact your brand, they want to know that your representatives care about their concerns.

Retention 88

Retention Technology Company Culture Branding 88

Totango

MARCH 15, 2022

Efforts to scale customer success team activity often fall short because of failure to avoid common mistakes. Your human resources practices, your project management procedures and your technology strategy all need to come together in order for you to scale up without overextending yourself.

Sales Recruiting 95

Sales Recruiting Customer Success Sales Hiring Scaling 95

Totango

OCTOBER 2, 2020

Equipped with the knowledge provided by customer data, you can help your customer survive tough times by offering practical solutions that add value and ultimately contribute to customer retention during economic downturns — even ones caused by a pandemic. Every act of providing value is therefore an act of customer retention.

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Retention Underperforming Technical Team Churn Customer Lifetime Value 118

SaaStr

FEBRUARY 14, 2024

Not for the brand or awareness, but right now. It’s the critical piece for customer retention. This is how our teams will grow full-scale. At Hubspot, there is a contract management team under the umbrella of customer success that owns some of the renewals process, and they’re measured on customer dollar retention.

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Customer Success Sales Hiring Scale AI 237