ChurnZero

JUNE 11, 2021

Customer health scores give Customer Success teams a deep understanding of a customer’s health and are a leading indicator that there may be an issue with an account or customer. Another example is creating a health score based on tiered implementation: SMB onboarding versus Enterprise onboarding.

Software Review 96

Software Review Systems Review Scale Underperforming Technical Team 96

ChurnZero

JANUARY 4, 2019

Firstly- Happy New Year Churn Fighters! But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? Let’s talk 2019 predictions.

Customer Success 49

Customer Success SaaS Payments Payment Services Payment Solutions 49

SaaStr

MARCH 20, 2020

Before Slack, Rachel spent 4 years at LinkedIn where she led the product marketing team for content experiences. How does Rachel see marketing move ever close to the function of customer success today? What is the optimal way for customer success and marketing to work together? *

SMB 187

SMB Scale Startup Marketplace as a Service 187

SaaStr

OCTOBER 15, 2019

Lots of us fantasize about moving upmarket, but are unsure of how to get started, is it just a matter of hiring a team of SDRs and getting them to hit the phones? So as Lauren sort of alluded to, we started by focusing on SMB’s. Today we’ll be talking about five ways to effectively move up market.

Underperforming Technical Team 168

Underperforming Technical Team Sales Hiring compliance SMB 168

SaaStr

JANUARY 28, 2020

Anthony : I’ll add more too and this sounds like a sponsored answer, but customer success becomes even more important as we sort of think about where growth is coming from. Obviously, marketing and investments are expensive and we know the cost to keep a customer is obviously a lot less. We were wrong. Aaron : No.

Sales Hiring 212

Sales Hiring Scale Underperforming Technical Team Sales Recruiting 212

Sales Hacker

OCTOBER 15, 2018

Nick talks to us all about customer success , how to measure it, how to think about it, what phases are important and relevant to your company when you’re incorporating customer success, and he also gives his point of view on why aliens have not yet visited the planet earth. What You’ll Learn. And on Stitcher.

Customer Success 47

Customer Success Scale Underperforming Technical Team Retention 47

SaaStr

AUGUST 9, 2019

When should one look to hire their first customer success reps? Here’s what Eyal and Megan talk about: How to develop software faster. But I think what it boils down to is also how newer technology is being developed and the ability for it to inter-operate with other platforms. What should they look for in those reps?

SaaS Payments 137

SaaS Payments Cloud Technical Review Scale 137

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. Loving our podcast content? * What does Krish mean when he says, “In SaaS, you either sell to one of 2 customer profiles”?

Scale 133

Scale SaaS Payments Sales Recruiting Payment Services 133

Intercom, Inc.

JULY 11, 2019

But as the business becomes more successful – and there are resources to build a support team – additional layers begin to separate executives from their customers. It becomes harder for the folks running things to make time to be inside their customers’ minds. Speak the customer’s language. Short on time?

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

SaaStr

OCTOBER 31, 2019

Before I joined the venture capital industry many years ago, I was a software developer, and I worked for a startup around the 2000 time period. Contrast that with companies that might also sell into the SMB segment of the market where the ASPs, the average deal sizes are lower. Invest in customer success.

Cloud 101

Cloud Scale AWS Machine Learning 101

SaaStr

JULY 12, 2022

If it’s helpful to you, it’s got everything from how to build the sales com plan to how to think about hiring a VP marketing and how to hire a customer success thing. You have to create a repeatable process if you’re going to scale up the sales team. The Number One Job of a VP Sales is Recruiting a Great Team.

Sales Hiring 275

Sales Hiring Part-Time VPE VP of Engineering Sales Recruiting 275

SaaStr

JUNE 1, 2021

Turns out a founding team of six MBAs creating a full suite of products sold solely to SMBs can become a multi-million dollar public company in nine years – and continue growing rapidly ($77.6 Dharmesh : …said, “This is a very bad idea. million in 2013 to $115.9 million in 2014.). I said, “Holy crap.

Part-Time VPE 249

Part-Time VPE Technical Cofounder CTO Hire New CTO 249

Point Nine Land

JUNE 18, 2023

Grouping is usually done based on when a customer has signed up or converted into a paying customer. By conducting a cohort analysis, you can track customer behavior, retention, churn, and revenue over time. Should I look at churn or retention cohorts? What’s the difference between customer churn and revenue churn?

SaaS Payments 128

SaaS Payments Payment Services Payments SaaS 128

SaaStr

NOVEMBER 22, 2019

Before Optimizely, Travis spent 6 years at Salesforce in a number of sales roles including building the first Platform Sales team. Why does it suggest misalignment between customer and vendor from Day 1? What does Travis advise founders when it comes to uniting customer facing teams? * Loving our podcast content?

Underperforming Technical Team 165

Underperforming Technical Team SaaS Payments Payment Services Technical Advisors 165

Upscope

JANUARY 4, 2021

What's even more interesting is how bots are starting to integrate with on-page onboarding and guidance systems to show the customer how to do something. Intercom developed one of those typical guidance systems you see when you sign up to a new website. You could ask them to book a demo with your sales team and some people prefer that.

Software Review 52

Software Review Systems Review Technical Review Scale 52

Chart Mogul

SEPTEMBER 15, 2023

We trust leaders to make decisions on what tools they need to get the most out of their teams. Guide to SaaS Revenue Recognition and Deferred Revenue in SaaS by Ben Murray, The SaaS CFO SaaS revenue recognition is an ongoing priority for SaaS accounting teams. This post describes my recommendations for SaaS board meetings.

Scale 52

Scale Underperforming Technical Team Sales Hiring SaaS 52

SaaStr

JULY 30, 2020

* What are the leading indicators that a sales rep is successful? What are the core metrics founders should measure to determine the effectiveness of their reps and sales teams? How does this differ between SMB and enterprise? ” So I talk about that in the customer success chapter of Founding Sales as well.

Part-Time VPE 220

Part-Time VPE Scale Sales Recruiting Sales Hiring 220

SaaStr

JANUARY 21, 2020

Justin used Sales Culture to grow a successful PatientPop team to 140 employees and 55 million in revenue. It’s an SMB SaaS company in the healthcare technology vertical. Justin Welsh, former SVP of Sales at PatientPop explains how he started in SaaS in 2009 as the second sales hire at Zocdoc. FULL TRANSCRIPT BELOW.

Sales Recruiting 274

Sales Recruiting Sales Hiring Scale Sales 274

Kellblog

FEBRUARY 2, 2023

Management teams should prepare themselves for activist investors and adapt their financial profile to keep valuations high. As companies prepare for a potential wave of churn , they put more emphasis on retention than ever before. Why are companies afraid of churn in 2023? Their mission is to drive your churn.

Software Review 119

Software Review Development Team Review Underperforming Technical Team Scale 119

FastSpring

JANUARY 27, 2022

“It turned out that many refund requests happened because the company had failed to inform customers about their upcoming billing cycle,” Jon told us. And interestingly, many of those customers resubscribed later on in the year.”. How Enchant reduced churn and support requests related to account owner issues.

Merchant Services 118

Merchant Services Payment Services SaaS Payments Payment Solutions 118

SaaStr

JUNE 28, 2019

Is it best to start at enterprise and work down to SMB or does SMB and work up to enterprise work best? When does SMB pricing turn into enterprise and mid level pricing and so much more. What can founders do to optimize revenue per lead? How does the product have to change with the scaling to enterprise? How do I increase them?

Outsourcing Services 118

Outsourcing Services Scale Sales Hiring SMB 118

SaaStr

SEPTEMBER 13, 2020

374: ZoomInfo founder and CEO Henry Schuck shares how he built a business from scratch and grew it into one of the most successful IPOs of the 21st century—and what it was really like…the good, the bad, and most of all, the ugly. That’s really analyzing a period back, how much does it cost to acquire a customer?

Sales Hiring 169

Sales Hiring Scale Payments Cloud 169

User Pilot

FEBRUARY 21, 2023

WalkMe is a cloud-based software that lets you create product tours to guide customers from the very beginning. Its implementation can be time-consuming and challenging for non-technical team members. The absence of these UX designs will lead to friction, naturally resulting in increased churn. But do you need Pendo for this?

Software Review 52

Software Review Technical Review Onboarding Underperforming Technical Team 52

Sales Hacker

AUGUST 25, 2020

But Sapper Consulting has built REGIE to keep the promise of sales enablement and keep your team doing what they do best, which is winning. REGIE uses your targeting to inform your campaigns and decreases the time your team spends creating campaigns because that’s a pain in the ass.

Management 72

Management Sales Recruiting Sales Hiring Development Team Review 72

SaaStr

MARCH 13, 2020

Pipe’s lending model is so centered around churn prediction, what does their churn analysis look like at Pipe? How does Harry think about the right way to structure churn postmortems? Why does Harry believe investing in customer success is far more important than customer acquisition? * I totally agree.

SaaS Payments 218

SaaS Payments Payment Methods Finance Payments 218

SaaStr

OCTOBER 4, 2019

As for Jeppe, prior to founding Pleo he was the CEO @ Nodes, a design and development house that worked with brands including Loreal, BMW and Lego. Why did Jeppe decide to focus on SMBs from Day 1? How does the product build in the early days differ when building for SMB vs enterprise? What changes? * Missed the session?

Scale 125

Scale SaaS Payments SMB Sales Hiring 125