Blulogix

MARCH 21, 2024

By BluLogix Team Mastering the Art of Complex B2B Recurring and Subscription Billing: Elevating Customer Retention in B2B Subscriptions For B2B subscriptions, customer retention is a pivotal factor underpinning the long-term success and sustainability of businesses.

B2B 52

B2B Subscription Payment Features Retention 52

User Pilot

NOVEMBER 27, 2023

Wondering how churn rate vs retention rate are different? Both metrics are important to track if you want to implement a successful product retention strategy. Other important metrics related to churn and retention efforts. Ways to analyze churn and improve retention rates based on the data. What is the churn rate?

Churn 84

Churn Retention Benchmarks Customer Lifetime Value 84

Baremetrics

FEBRUARY 15, 2021

Confused about customer churn vs. revenue churn? Churn means lost money or lost customers. These metrics help you understand two different things: Customer churn — the number of people you've lost. Revenue churn — the amount of revenue you've lost. Customer churn = customers lost.

Churn 105

Churn Payments Revenue SaaS Payments 105

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. That nuance is derived from three underlying factors: Construct.

Customer Success 94

Customer Success Metrics Software Review Customer Lifetime Value 94

User Pilot

APRIL 29, 2024

Mastering SaaS renewals’ best practices can transform a routine administrative task into a strategic opportunity to drive customer success and propel your business toward sustainable growth. TL;DR The SaaS renewal process involves a series of actions on/before the renewal date that lead to a customer’s renewal.

SaaS Payments 80

SaaS Payments Business SaaS Payment Solutions 80

FastSpring

APRIL 26, 2022

Last week, I canceled an annual SaaS subscription (I had three weeks left until renewal). Interestingly, even though I paid for a year-long subscription, the company didn’t let me keep the last three weeks of access to its premium features. This action will immediately downgrade your subscription. Part I: SaaS Churn Benchmarks.

Benchmarks 123

Benchmarks Churn Payments SaaS Payments 123

User Pilot

APRIL 16, 2024

TL;DR A product experience strategy is a set of tactics focused on enhancing user interaction with the product to improve satisfaction, retention , and value. Use analytics to monitor feature usage, spot behavior patterns , and identify what contributes to customer success. Sending in-app surveys for user feedback.

Strategy 94

Strategy Customer Lifetime Value Onboarding User Experience 94

CustomerSuccessBox

JUNE 17, 2022

How unfortunate is it to see a subscriber canceling their recurring payment! Product analytics is the process of evaluating how your customers or users engage with your product. It, ultimately, helps customer success managers to drive product adoption among the users. Why is it not easier to predict churn?

Churn 52

Churn SaaS Payments Underperforming Technical Team Payment Features 52

User Pilot

NOVEMBER 29, 2023

Tired of the increasing customer churn rate? A dynamic retention specialist will implement proactive strategies to improve the customer experience and increase loyalty, thus improving customer retention. Also known as customer retention specialists, they are typically a part of the customer success or sales team.

Retention 98

Retention Customer Lifetime Value Churn Outsourced Development 98

CustomerSuccessBox

OCTOBER 21, 2021

Customer Success has become a must for every SaaS business with the advent of the subscription economy. But just having a customer success department does not solve issues with your churn rate, customer lifetime value, retention rate, or MRR/ARR. Customer service relies on triggers.

Payments 52

Payments Customer Success SaaS Payments Revenue 52

ChurnZero

OCTOBER 5, 2021

Speaking of fun… Did you see our Churn Monster themed claw machine we had in the ChurnZero booth?? Another one of our favorite moments was our Founder, You Mon Tsang’s well attended session on the “ Top Customer Metrics For Your Board and Investors and How to Nail Them with ChurnZero’s CEO.”

Customer Success 95

Customer Success Scale Customer Lifetime Value Compensation 95

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? Value Realization Best Practices for Customer Success Management.

Customer Success 98

Customer Success Scale Customer Lifetime Value Consulting 98

FastSpring

JUNE 28, 2019

As interest in subscription services continues to rise, maximizing customer lifetime value becomes even more important than ever before. Keep reading to learn why your SaaS company should keep a close eye on your churn rate and see why focusing on customer retention is a viable strategy for long-term success.

Churn 69

Churn Payment Services SaaS Payments Payment Features 69

User Pilot

DECEMBER 19, 2023

TL;DR As the name suggests, SaaS account management is the process of managing customer relationships. Strategic account management increases customer lifetime value , drives up referrals and revenue, and reduces customer churn. Designing an effective onboarding process is essential for customer success.

SaaS Payments 87

SaaS Payments Management Customer Lifetime Value SaaS 87

Chart Mogul

JULY 6, 2023

Churn, SaaS companies should avoid it like the plague. But is the term churn always bad? Say hello to negative churn, churn’s much more friendly sister metric. You won’t avoid negative churn, in fact, you should do everything in your power to achieve it. But is the term churn always bad?

Benchmarks 52

Benchmarks Churn SaaS Customer Lifetime Value 52

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. That nuance is derived from three underlying factors: Construct.

Customer Success 52

Customer Success Metrics Software Review Customer Lifetime Value 52

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Customer Success 98

Customer Success Metrics Technical Review Scale 98

User Pilot

OCTOBER 5, 2023

Calculating the actual customer acquisition costs accurately can be challenging, and CAC payback doesn’t consider customer lifetime value or differentiate between high- and low-value customers. Monthly Recurring Revenue (MRR) – for example from subscriptions.

SaaS Payments 100

SaaS Payments Customer Lifetime Value Payment Solutions Acquisition 100

User Pilot

MARCH 12, 2024

TL;DR Userpilot Paths allows product , marketing, and customer success teams to map out all the actions users take before or after an event. This contributes to higher satisfaction , retention , and customer lifetime value. This is essential for optimizing the user journey and reducing customer churn.

Customer Lifetime Value 96

Customer Lifetime Value User Experience Onboarding Churn 96

CustomerSuccessBox

DECEMBER 14, 2021

Customer Success(CS) is the most efficient way to grow your MRR/ARR. Yet, Customer Success is looked upon as a ‘ cost center ’. Customer Success teams, typically, follow the recurring revenue model (followed by almost every SaaS business). Customer Success drives exponential growth.

Customer Success 52

Customer Success Customer Lifetime Value Headcount Retention 52

FastSpring

OCTOBER 13, 2020

Here’s why: It’s cheaper to get your existing customers to make repeat purchases than it is to get a new customer. In fact, getting a repeat customer can cost anywhere from five to 25 times less than finding a new customer. And here are our top tips to get your existing customers to buy more.

Retention 148

Retention Payment Features Payment Methods Payment Services 148

CustomerSuccessBox

MARCH 15, 2022

So let’s deep dive into Customer Success, Customer support and Account management. What is customer success? The initiative was taken by the business to assist the clients or the customers to effectively use its products and plan the business operations to be empowering and successful.

Customer Support 52

Customer Support Customer Success Customer Lifetime Value Management 52

Totango

JANUARY 29, 2021

When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client outcomes. What Is a Customer Success Playbook? Why Do You Need Playbooks for Customer Success?

Customer Success 79

Customer Success Customer Lifetime Value Software Review Systems Review 79

CustomerSuccessBox

AUGUST 31, 2021

Customer Success is the key to driving retention, renewals and thereby, increasing recurring revenue for the business. Although it’s upon the Customer Success team to drive retention, renewals, etc., Senior Customer Success (CS) leader VP of Customer Success Head of Customer Success.

Customer Success 52

Customer Success Customer Lifetime Value Churn Acquisition 52

ProfitWell

APRIL 8, 2020

Maximizing value for your customers is the best way to reduce churn and improve retention. There are plenty of posts out there telling you which KPIs will help you improve your sales, but in this post, we'll tell you which ones reveal the most about how happy your customers are with your product.

Customer Success 72

Customer Success Churn Acquisition Subscription 72

ChurnZero

JUNE 10, 2020

Enjoy this list of must-read Customer Success books. . . A veritable blueprint for success in the new membership economy, this book is a must-have for organizations of any size. It also features first-hand insights into subscription superstars like Amazon and Spotify. What Customers Crave.

Customer Success 69

Customer Success Compensation Scale Customer Lifetime Value 69

Chart Mogul

MAY 15, 2020

Jonathan was also looking for a way to implement an analytics suite of tools that would allow SevenFifty to combine product engagement information they were already collecting in their customer relationship management (CRM) system with revenue data/subscription metrics living in ChartMogul.

Payment Features 52

Payment Features Payments Engagement Subscription 52

Chart Mogul

MAY 15, 2020

Jonathan was also looking for a way to implement an analytics suite of tools that would allow SevenFifty to combine product engagement information they were already collecting in their customer relationship management (CRM) system with revenue data/subscription metrics living in ChartMogul.

Payment Features 52

Payment Features Payments Engagement Subscription 52

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? Value Realization Best Practices for Customer Success Management.

Customer Success 52

Customer Success Scale Customer Lifetime Value Consulting 52

User Pilot

JANUARY 19, 2023

Key quantitative metrics that you should measure are: Trial-to-paid conversion rate , Product adoption rate, Feature usage rate, Customer acquisition cost, Retention rate , Customer health score , Churn rate , Customer lifetime value , Gross profit margin & Monthly recurring revenue.

Metrics 97

Metrics Customer Lifetime Value Retention Onboarding 97

ChurnZero

MARCH 18, 2022

They also discussed the impact of these metrics on your plans as a Customer Success professional and your company overall. Key SaaS and Customer Success metrics you should care about. What boards and investors expect from your Customer Success organization. Then, you can stop counting them as churn.

Customer Success 98

Customer Success Metrics SaaS Banking 98

User Pilot

JUNE 2, 2023

Measuring your adoption rates will give you insights to boost free-to-paid conversion, retain more users, and turn customers into advocates. Reaching product adoption is critical for subscription-based business models where revenue comes after the initial conversion. Long TTV is one of the major causes of early churn.

Metrics 86

Metrics Customer Lifetime Value Churn Onboarding 86

CustomerSuccessBox

JULY 14, 2021

Generally, a subscription-based business, renewals, and recurring payments hold the key values. If paying customers aren’t fully utilizing your software, they will cancel or not renew their subscription. Suggested Reading: Why is Customer Retention Important for B2B SaaS Business?

Customer Lifetime Value 52

Customer Lifetime Value Payment Features Payment Solutions SaaS Payments 52

OpenView Labs

SEPTEMBER 8, 2021

The complexities of pivoting from traditional seat-based subscriptions to usage-based pricing are analogous to making the leap from on-prem to SaaS in the first place. . In a pure consumption-based or pay-as-you-go model, every day the customer is making a decision about whether to use a product. It doesn’t end at contract close. .

Pricing 64

Pricing Customer Success Scale Compensation 64

Tom Tunguz

JANUARY 14, 2014

Churn is one of the most important metrics for businesses. Churn dictates customer lifetime, lifetime value (CLV), customer acquisition spend and customer success spending. Unfortunately, accurately measuring churn rates/lifetime value is more complex than I initially thought.

Churn 122

Churn Customer Lifetime Value Startup Acquisition 122

User Pilot

JUNE 16, 2022

Are you making the most out of your customer experience analytics? What’s the value of it? The data you receive from CX analytics enables you to reduce customer churn, increase customer satisfaction and retention , and help you identify the areas for product improvements. Fewer buzzwords, more actionable insights!

Customer Lifetime Value 98

Customer Lifetime Value Churn Retention User Experience 98

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

B2B 115

B2B Payment Methods Payments SaaS Payments 115