ChurnZero

JANUARY 25, 2024

KPIs now include not just customer satisfaction scores but also revenue-related metrics like renewal rates, upsell and cross sell targets, and customer lifetime value. Scaled customer success roles This role is starting to carve out its own space and made a huge splash in 2023.

Customer Success 52

Customer Success Sales Recruiting Sales Hiring Scale 52

InsightSquared

MAY 7, 2019

At the highest level, SaaS companies look at sales expense, headcount, sales productivity and SaaS metrics like: The cost of new customer acquisition (CAC). Customer lifetime value (CLV). Customer churn or retention rates. Typical SaaS Sales Metrics.

Scale 102

Scale Sales Hiring Metrics Sales 102

ChurnZero

NOVEMBER 16, 2018

The Subscription Model Gives Power to the Customer = Power to Customer Success. It’s time to change our thinking to growing customer lifetime value #PulseEurope2018 #customersuccess pic.twitter.com/yEosP7fhkj. Product and Customer Success are Your Secret Weapons. Always revisit your customer segmentation.

Customer Success 49

Customer Success Scale Headcount Sales Hiring 49

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. We call them enterprise advocates and it’s something that we began to grow about four years ago, with a focus on really complex large customers.”. The rest of their headcount only grew by 31%.

Sales Hiring 57

Sales Hiring Scale Headcount Sales 57

SmartKarrot

DECEMBER 18, 2020

But now company owners are keener on what ROI they are able to generate through the customer service department. Hence, companies would be more interested in measuring the impact on final outcomes like customer retention or reducing churn rate through customer service. #2 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

But now company owners are keener on what ROI they are able to generate through the customer service department. Hence, companies would be more interested in measuring the impact on final outcomes like customer retention or reducing churn rate through customer service. #2 2 Instant access to service for the customers.

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

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. Reduce sales ramp time by 30-50% via sales enablement. They raised $65 million dollars with that plan.

Scale 147

Scale Venture Capital SaaS Headcount 147

Totango

NOVEMBER 5, 2019

The metrics you use to track product engagement should relate to variables and outcomes you know affect your customer’s business goals. If these metrics are negative, you are alerted to potential churn—in time to do something about it. Every time a customer uses your product, they increase their chances of achieving value.

Metrics 64

Metrics Customer Success Customer Lifetime Value Headcount 64

OpenView Labs

MAY 20, 2019

Competition not only increases CAC, but it simultaneously decreases customer lifetime value (ouch!). We’re seeing three drivers of lower lifetime value: feature commoditization, less pricing power (price wars), and worsening churn. Your marketing should start to mimic a B2C business.

Scale 70

Scale Startup Technical Review Software Review 70

OpenView Labs

MAY 20, 2019

Competition not only increases CAC, but it simultaneously decreases customer lifetime value (ouch!). We’re seeing three drivers of lower lifetime value: feature commoditization, less pricing power (price wars), and worsening churn. Your marketing should start to mimic a B2C business.

Scale 51

Scale Startup Technical Review Software Review 51

OpenView Labs

MAY 20, 2019

Competition not only increases CAC, but it simultaneously decreases customer lifetime value (ouch!). We’re seeing three drivers of lower lifetime value: feature commoditization, less pricing power (price wars), and worsening churn. Your marketing should start to mimic a B2C business.

Scale 40

Scale Startup Technical Review Software Review 40