Andreessen Horowitz

SEPTEMBER 19, 2023

They had impressive GMV growth and strong cohort revenue retention, but their unit economics were upside-down. a16z has long had an investment theory that we should invest behind strengths of a business model and opportunity, not lack of weakness. Instacart is a case study of this.

Marketplace as a Service 139

Marketplace as a Service Scale Underperforming Technical Team Construction 139

Payrix

MAY 14, 2024

They’re moving to a subscription-based model. And they’re leveraging payments as a way to move that transition where they’re changing their whole business model and customer base and revenue line, payments are playing a very strategic part in that. Ian Hillis Well, our audience has been waiting as well.

Payments 130

Payments Payment Services Payment Solutions SaaS Payments 130

SaaStr

DECEMBER 11, 2021

This has been a compelling business model, and customers get all the tailwinds benefiting those decisions. Prioritize customer adoption and retention. Hybrid work, product-led growth, customer retention—these may not be new, but the cultural norms have changed, as have our expectations. Key takeaways.

Scale 238

Scale Cloud Scaling Interviewing 238

SaaStr

SEPTEMBER 14, 2022

But you can’t base your business model purely on gut instinct: you need to understand the problem by conducting serious research. Understand the business value of great UX design. Good user design can make or break a business. After being useful, UX is the leading factor impacting user retention. “I

Scale 203

Scale Venture Capital Sales Hiring SMB 203

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.” That’s because benchmarks need to fit the business model and require context in order to be applied in a relevant way.

Benchmarks 52

Benchmarks Scale Headcount Software Review 52

Valuize Consulting

JUNE 9, 2022

In order to drive best-in-class Net Dollar Retention (NDR), you need seasoned CS Operations leadership with the right amount of strategic expertise, seniority, and influence that can act as a partner within your organization and across your business. The Business Impact Of Senior Customer Success Operations Leadership.

Sales Hiring 52

Sales Hiring Customer Success Scale Leadership 52

Sixteen Ventures

AUGUST 14, 2022

The people in charge of your company – the Executives, Board, and Investors – want to improve a metric called NRR (Net Revenue Retention or NDR, Net Dollar Retention, if you prefer) for one very simple reason: it plays a direct role in the value of the company. It’s actually not even to make customers successful.

Customer Success 97

Customer Success Investment Sales Hiring Retention 97

ChurnZero

MARCH 3, 2022

SaaS onboarding makes or breaks your customer retention. In this playbook, we catalog the fifteen common monsters that attack customer retention. The SaaS business model, which runs on recurring revenue, needs Customer Success to survive. 2021 Customer Success leadership study.

Customer Success 98

Customer Success Churn Onboarding Consulting 98

SaaStr

SEPTEMBER 16, 2022

However, global growth is challenging, and it takes the right strategy, preparation, and business model to achieve it. In an eye-opening session at SaaStr Europa 2022, Harry Briggs (Managing Partner at OMERS Ventures) shares advice for determining whether expansion is right for your business and how to execute it effectively. .

Scale 198

Scale Scaling Sales Hiring Marketing 198

User Pilot

AUGUST 11, 2022

And it mainly involves increasing retention, preventing churn, building loyalty , and generating account expansion revenue. Some soft skills required for a customer success manager position include leadership, problem-solving, communication, empathy, industry knowledge, technical savviness, and collaboration. What is customer success?

Customer Success 98

Customer Success Management SaaS Technical Review 98

Neil Patel

JULY 21, 2021

A franchise business carries the success, credibility, and popular associations of established brands, reducing the need for extensive marketing and brand building for you as a franchise owner. This can save you much time and money as you focus on making your business more profitable. Think about it this way: What would be easier?

Payment Services 121

Payment Services Payment Methods Business Payments 121

ChurnZero

FEBRUARY 4, 2022

This article is adapted from a session presented by Kristen Hayer , Founder and CEO of The Success League , at BIG RYG , ChurnZero’s annual Customer Success leadership summit. At these meetings, customer success leaders share the high-level performance of team initiatives that relate to the company’s business plan. Customer retention.

Customer Success 98

Customer Success Metrics Engagement Software Review 98

Valuize Consulting

MAY 4, 2022

While the benefits of a Scale strategy may be immediately clear to your CS organization, it’s another matter entirely to convey the importance and urgency of this strategy to Senior Leadership and obtain their enthusiastic support. Evaluate Your Current Coverage Model. Identify Your North Star Metric.

Scale 52

Scale Customer Success Scaling Strategy 52

Subscription Flow

NOVEMBER 16, 2023

To keep a consistent revenue stream, your billing system must adapt to shifting business circumstances. It must also be able to accommodate changes in terms, tiers, business models, bundles, and pricing without interfering with daily operations. How can SubscriptionFlow help businesses implement usage based billing?

Pricing 52

Pricing Payment Features Payment Services Payment Methods 52

CustomerSuccessBox

SEPTEMBER 20, 2021

CustomerSuccessBox is an outcome-driven Customer Success software for B2B SaaS, which helps maximize retention, drive product adoption, and grow revenue for your B2B SaaS. David and his blog cover topics such as the SaaS business model and Metrics, 9 steps to get to repeatable, scalable, and profitable growth, Time to Wow!,

Customer Success 64

Customer Success Underperforming Technical Team Consulting Software Review 64

SaaStr

OCTOBER 26, 2022

Put users at the center of product decisions, innovate with a hypothesis-driven approach, then align your business model with user interests. If it integrates with other workflows, the impact will be more significant, and retention will be higher. Build an exceptional product with your users.

Enterprise 176

Enterprise Scale Sales Communication 176

SaaStr

SEPTEMBER 20, 2023

A Pivot From Growth At All Costs To Driving Profitability The Cloud model of recurring revenue, low marginal distribution costs, and strong net dollar retention dynamics is possibly one of the best and most resilient business models ever invented.

Cloud 242

Cloud Payments Software Review Payment Solutions 242

Sales Enablement, SaaS and Growth

MARCH 23, 2020

Customer > Team > Individual During my time at HubSpot, the leadership team shared this mental model to help with decision-making. Again, it was an easy to use model which scaled effective decision-making. Put simply, enduring companies have moats which defend their business model - they are a competitive advantage.

Underperforming Technical Team 213

Underperforming Technical Team Scale Sales Hiring Marketplace as a Service 213

Intercom, Inc.

DECEMBER 31, 2019

What was perhaps less predictable was the ensuing prevalence of the subscription-based business model. Apple survived the death of Steve Jobs in October 2011 under the thoughtful stewardship of Tim Cook, and continued to essentially be the iPhone company, while branching into wearables and services.

Payment Solutions 259

Payment Solutions Payment Methods Software SaaS Payments 259

SaaStr

JUNE 6, 2021

Learning 5: Shoot For the Highest Logo Retention Possible. ServiceNow has an incredible 99% logo retention rate. Listen to your customers to influence your pricing structure and business model. . Be who you are as a business, and don’t let the status quo dictate your decisions.

Enterprise 153

Enterprise Pricing Retention Revenue 153

ChurnZero

MARCH 3, 2022

How to crush SaaS customer onboarding: a roundup of expert advice SaaS onboarding makes or breaks your customer retention. In this playbook, we catalog the fifteen common monsters that attack customer retention. Top five Customer Success resources brought to you by ChurnZero 1.)

Customer Success 52

Customer Success Churn Onboarding Consulting 52

Sales Hacker

FEBRUARY 27, 2020

Referrals are also a good sign that customer retention is in a good place, because unhappy customers are not likely to give a referral. This is where your leadership comes in. Focus on developing leadership, creativity, business acumen, emotional and social intelligence, and salesmanship.

Underperforming Technical Team 96

Underperforming Technical Team Development Revenue Sales Hiring 96

OpenView Labs

MARCH 24, 2021

On your leadership team, even if you have a bulletproof hiring process in place, it’s impossible to guarantee that you’ll always make an A+ hire every time. When it gets tricky and the wrong person is onboard, your employees are going to notice how you and the rest of the leadership team handle the situation. Have an exit plan.

Sales Hiring 56

Sales Hiring Underperforming Technical Team Company Culture Interviewing 56

Sales Hacker

OCTOBER 19, 2022

Check out my article, How to Build Sales Compensation Plans that Increase Retention and Productivity. Liz Christo , Partner at Stage 2 Capital , said, “Sales leaders need to start with the core business model. Then, I’ll help you take it to the next level with QuotaPath’s newest free resource — our Compensation Hub.

Compensation 95

Compensation Sales Recruiting Sales Finance 95

Intercom, Inc.

APRIL 28, 2022

Passionate about customer-centricity, Yamini believes the key to sustainable growth is customer retention and aligning all teams around the customer – and for her, the Flywheel model is just a better metaphor for how today’s organizations interact with customers and how they can drive business growth.

Scale 118

Scale Technical Review Scaling Retention 118

Intercom, Inc.

MAY 13, 2021

Since then, you’ve spent over 12 years in post-sales leadership. Also, skill-wise, I think one thing you really learn when you are in a sales leadership position in pre-sales is driving urgency. I’ve carried that into my post-sales leadership, where it’s always top of mind for me. Moving upmarket.

Scale 177

Scale Customer Success Strategy Sales Hiring 177

Valuize Consulting

MAY 11, 2022

In this article, they share how leaders from these large enterprises are optimizing their digital engagement strategy to maximize customer value and reveal how you can leverage your team, tools and processes to accelerate scale and Net Dollar Retention in your organization. A: “Gainsight is a key platform for us at Splunk,” shares Amin.

Scale 52

Scale Engagement Scaling Technical Advisors 52

Valuize Consulting

MARCH 31, 2020

Empowering your customer success leader s to smash through these walls in your own organization will increase revenue retention, expansion and optimize your customer acquisition.Throughout my career, I’ve often had brick dust in my hair and pieces of plasterboard hanging from my shirt. Empower your Customer Success leaders.

Customer Success 40

Customer Success Sales Hiring Business Model Leadership 40

OpenView Labs

MARCH 27, 2020

Employee retention is just as important as the hiring process and begins well before anyone signs on the dotted line. Having the right team of skilled and reliable people around you is table stakes if you want to build a scalable business model to stand the test of time. The best candidates care about: Sales leadership.

Sales Hiring 52

Sales Hiring Enterprise Underperforming Technical Team Scale 52

Intercom, Inc.

MARCH 11, 2021

Great support is key for retention. Businesses are quick to invest resources in acquiring more and more new customers, but that’s not necessarily the best approach. Instead, Farhan suggests that you should look for opportunities to add business value to your existing customers.

B2C 118

B2C B2B Scale Strategy 118

FastSpring

SEPTEMBER 16, 2022

With that said, if you’re not a FastSpring customer but you’ve considered checking us out, joining GSL is a great way to find out more about the company, by viewing customer interactions with our leadership, seeing what kinds of questions and comments users have about the platform, and more. And if you have no interest in FastSpring?

SaaS Payments 145

SaaS Payments Payment Solutions Merchant Services Software Review 145

SaaStr

OCTOBER 31, 2019

The next topic in our framework is retention, so, once you’ve acquired these customers and you start to scale the business, how should you think about the investment needed to retain those customers? SMB businesses just go out of business much more frequently, and so their gross retention numbers are going to be lower.

Cloud 100

Cloud Scale AWS Machine Learning 100

SaaStr

NOVEMBER 2, 2019

As for Krish, under Krish’s leadership the team has grown to over 300 people and over 5,000 clients making it one of the next generation in truly global SaaS businesses started in India. I do have to ask though, because when we spoke earlier about retention, you said to me the continuous conversations with your customers is key.

Scale 132

Scale SaaS Payments Sales Recruiting Payment Services 132

SaaStr

JANUARY 5, 2023

Employee Retention. Gross Retention. And if NRR drags while GR remains high, what changes might you make to your business model? Is productivity increasing, and is it holding as you hire more reps? Are employees engaged, and do they believe in the mission? Customer Health. Are customers churning? And if so, why?

Sales Hiring 38

Sales Hiring Acquisition Forecasting Outsourced Development 38

SaaStr

MAY 24, 2019

Why SaaS is your business model, not your mission. Harry Stebbings: Well it’s a sign of a special team and I love that emotional leadership. The average payback is at the company’s discretion and depends on retention. If your retention is very healthy, you can go longer. Missed the session?

Sales Hiring 150

Sales Hiring Scale SMB Sales Recruiting 150

SmartKarrot

NOVEMBER 30, 2023

Pragya’s wealth of experience in customer-facing roles and her current leadership in the realm of customer success provided invaluable insights into the strategies and nuances of building a robust account risk management playbook. Regularly Update Your Playbook Documentation emerged as a key element in risk management.

Management 10

Management compliance Technical Review Business Model 10

Intercom, Inc.

SEPTEMBER 3, 2020

I’m also part of the R&D leadership team, so a big focus for me is how we can improve our operations as an organization and how we continue to invest in the growth of engineers across the board. They’re seeing things like better retention, better engagement, those kinds of things. Or is it face value?

Mobile 212

Mobile Scale Underperforming Technical Team Engineering 212