Intercom, Inc.

NOVEMBER 14, 2019

It’s time to start thinking about retention at scale and bring onboard a customer success team. She joined the company in 2007 back when it was just 30 people and has been instrumental in helping the company scale both its team and its market share over the years. Why you need a customer success team.

VP of Engineering 108

VP of Engineering Customer Success Churn Scale 108

User Pilot

NOVEMBER 7, 2024

Let’s review everything your customer success team has to do in the absence of any customer success tools. Collect customer data to calculate complex formulas for tracking metrics, monitor customer health scores, and resolve support tickets while continuously trying to improve retention and expansion.

Customer Success 105

Customer Success Enterprise Software Review Startup 105

User Pilot

JANUARY 31, 2023

How to prevent churn by identifying at-risk customers? In SaaS, you can grow your revenue only if your churn rate is low, so retaining at-risk customers is crucial. In this article, we will discuss the ins and outs of at-risk customers, how to detect them, and five actionable strategies to help you prevent churn.

Churn 98

Churn Underperforming Technical Team SaaS Payments Payment Solutions 98

User Pilot

JUNE 22, 2023

You can improve customer satisfaction by taking the time to reduce customer support load, which includes reporting bugs, canceling accounts, and seeking assistance to complete tasks. Addressing this burden enhances the customer experience, leading to greater overall satisfaction. Book a demo to learn more!

Customer Support 96

Customer Support Underperforming Technical Team Social Media AI Search 96

Totango

JANUARY 26, 2021

Being proactive about churn prevention provides an antidote to customer attrition. Utilizing technology makes it one of the easiest ways to keep more customers. Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn.

Churn 94

Churn Retention Underperforming Technical Team Technical Review 94

Intercom, Inc.

JULY 19, 2021

It’s quick, efficient, and personal, meaning that customers can get the answers they need, where and when they need them. And for your support team, using the right conversational support tool and framework allows them to maximize their resources, so they can focus on solving complex queries and building long-term customer relationships.

Underperforming Technical Team 129

Underperforming Technical Team Scale Sales Hiring Sales Recruiting 129

Sales Hacker

MAY 10, 2021

To create an effective and efficient sales funnel, your sales and customer support teams need to be well trained and in sync with each other. Insights gained from your customer support agents can improve the process of pitching, converting, and retaining leads. Reduce churn.

Customer Support 79

Customer Support Underperforming Technical Team Sales SaaS 79

User Pilot

APRIL 2, 2025

In this article, I’ll show you how Userpilot helps product teams cut through the noise and understand what really matters in mobile user behavior: no data science degree required. The platform’s code-free implementation makes it accessible for product managers who want insights without constantly relying on developers.

Mobile 66

Mobile Underperforming Technical Team Onboarding AWS 66

Intercom, Inc.

OCTOBER 26, 2018

Customer success means wildly different things to different companies in the SaaS industry. Many organizations create customer success teams but there’s no clear definition as to how these teams develop long-term value for both the customer and the business. The role of customer success teams.

Sales Hiring 123

Sales Hiring Customer Success Scale Underperforming Technical Team 123

User Pilot

MARCH 25, 2024

In this article, we explore what customer attrition is, why it matters, and 15 effective strategies for strengthening customer relationships, boosting loyalty, and driving long-term growth. TL;DR Customer attrition or customer churn is the loss of a customer(s) by a business. Book a demo now to learn more!

Underperforming Technical Team 104

Underperforming Technical Team SaaS Payments Payment Methods Payment Solutions 104

User Pilot

APRIL 22, 2024

It’s often done to guide product planning , enhance account expansion , and optimize self-serve customer support channels. Extract feature development insights. Involve cross-functional collaboration with the sales team, product team, engineering, and other relevant stakeholders. Improve product road mapping.

Underperforming Technical Team 105

Underperforming Technical Team Software Review User Experience Retention 105

User Pilot

OCTOBER 11, 2022

Reasons for customer dissatisfaction: Your product feels like it’s not fully developed. You have abysmal customer support. How customer dissatisfaction affects your business: Unhappy users leave negative comments about your brand in public. What leads to customer dissatisfaction.

Underperforming Technical Team 98

Underperforming Technical Team Software Review Onboarding Scale 98

User Pilot

MARCH 9, 2023

In this article, we’ll discuss customer attrition in depth and discuss the strategies you can use to reduce churn and increase customer retention and loyalty. TL;DR Customer attrition, also known as customer churn , takes place when customers leave your product or service.

Underperforming Technical Team 98

Underperforming Technical Team SaaS Payments Payment Solutions Payment Services 98

Intercom, Inc.

MAY 13, 2022

Businesses today have to prioritize customer service solutions that leave their customers feeling heard, appreciated, and valued. . Oftentimes a good customer service experience starts with developing a sound process. What is a customer service process? Messenger-based customer service.

Underperforming Technical Team 129

Underperforming Technical Team Customer Support Technical Support Churn 129

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

Intercom, Inc.

NOVEMBER 3, 2022

Scaling a support team is challenging enough as it is. You’re investing resources in hiring and training the right people, tracking different metrics at different stages, adding more and more complexity with each increase in headcount, use cases, and customers. For Natasha, the answer is a resounding yes.

Scale 206

Scale Outsourcing Services Software Sales Hiring 206

ProfitWell

OCTOBER 23, 2019

A literal downfall, in poor Icarus’s case, after his wings melted mid-flight. They launch a product, start bringing in some solid revenue, and put all their efforts into acquiring new customers. Their success blinds them to the hidden dangers every SaaS company faces—dangers like high customer churn. Image via Groove.

Churn 56

Churn Payment Methods Payment Services Underperforming Technical Team 56

Intercom, Inc.

SEPTEMBER 9, 2022

While it’s likely that more realistic claims close fewer accounts, it pays off in customer retention. ML teams tend to invest a fair share of resources in research that never ships. Match it as much as possible with projects that have an actual impact on the customer’s experience.

Artificial Intelligence 249

Artificial Intelligence Machine Learning AI Search AI 249

Baremetrics

JANUARY 24, 2021

Anyone managing a SaaS or subscription business is aware of customer churn. You may not be an expert, but you are at least familiar with the idea that your customers are only with you for a finite period of time. The graph below, taken from our Baremetrics account, shows our customer churn throughout January 2020.

Churn 71

Churn SaaS Payments Payment Methods Payment Solutions 71

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? You don’t want to fall into a trap of building all this custom stuff, I think you guys all know why that’s a bad idea.

Underperforming Technical Team 223

Underperforming Technical Team Sales Hiring SMB Enterprise 223

Tom Tunguz

NOVEMBER 16, 2014

New Relic processes this data and provides interactive reports to identify underperforming code. Today, the company counts 250,000 users and 10,590 paying customers. In industry parlance, this is called negative revenue churn. At the time of the S-1, the company recorded an Average Revenue per Customer of about $8k.

Benchmarks 100

Benchmarks Underperforming Technical Team Metrics Sales Hiring 100

Intercom, Inc.

AUGUST 17, 2018

For example, someone searching for “live chat for user onboarding” is sent to a different DRLP than someone searching for “live chat for customer support”, because they are likely only interested in the features related to their respective use cases. Step 5: Test everything.

Scale 136

Scale Underperforming Technical Team Advertising Market Research 136

User Pilot

APRIL 15, 2024

Left unaddressed, customer communication pain points can cause dissatisfaction and eventual churn. We cover: Types of customer pain points. How to identify customer pain points. Six common customer pain points. In-app support strategies to eliminate them. Better customer support. CSAT surveys.

Communication 105

Communication SaaS Payments Payment Methods Payment Solutions 105

Stax

MARCH 18, 2025

However, a SaaS company providing global HR and payroll solutions may have a few hundred customers paying a monthly or annual feein other words, making recurring payments over a longer period of time. If customers want to make a switch to another SaaS competitor, it’s easier to do so, affecting the bottom line. Churn rate.

Scale 117

Scale Payment Services Payments SaaS Payments 117

Totango

JULY 28, 2021

Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. This can determine whether customers renew or churn and whether they become loyal ambassadors for your brand. Coordinating resolution of customer support issues.

Customer Success 118

Customer Success Management Underperforming Technical Team Scale 118

Totango

NOVEMBER 23, 2021

They can store customer contact data, identify sales opportunities, schedule sales appointments, record notes from sales meetings and manage sales teams. However, these are primarily sales functions, not customer success functions. Customer success tools can help you with sales, but they go beyond sales management.

Software 98

Software Underperforming Technical Team Churn Customer Success 98

User Pilot

JANUARY 17, 2024

The most common challenges that hinder SaaS growth are lack of product-market fit , ineffective sales and marketing strategies , customer churn, and long product development cycles. Here are the 15 most effective ways to scale your SaaS business: Create a solid customer acquisition strategy.

Scale 105

Scale Scaling SaaS Underperforming Technical Team 105

User Pilot

MARCH 12, 2024

When left unaddressed, feature drop-offs lead to user dissatisfaction and result in churn. Prioritize feature development as per user needs. Poor onboarding. Inadequate customer support. Churn rate. Deliver proactive customer support. These insights can help you inform feature development.

Underperforming Technical Team 104

Underperforming Technical Team User Experience Retention Scale 104

User Pilot

OCTOBER 6, 2022

Customer behavior analysis helps you identify the most valuable users and personalize your marketing strategy to reach them. Spot account expansion opportunities, and locate friction points to prevent churn. Here are six steps to performing customer behavior analysis to boost customer retention: 1. That’s it.

Payment Solutions 98

Payment Solutions Underperforming Technical Team SaaS Payments Customer Lifetime Value 98

User Pilot

APRIL 21, 2023

The aim of product analysis is to better understand its strengths and weaknesses, to evaluate how effective it is at satisfying user needs , and to identify areas for improvement. Product analysis benefits teams from across the organization, including your product , marketing , customer success , and UX design colleagues.

Underperforming Technical Team 98

Underperforming Technical Team SaaS Onboarding Retention 98

How To Buy Saas

FEBRUARY 25, 2025

A powerful CRM helps organize customer data, streamline sales pipelines, and automate marketing ultimately boosting revenue. Effective sales teams are also 81% more likely to be consistent CRM users , underscoring how vital these systems are for success. Also used by smaller orgs with IT support. Lets dive in!

Scale 52

Scale Underperforming Technical Team Technical Review Software Review 52

Baremetrics

NOVEMBER 9, 2021

Develop a Full Marketing Strategy 2. Lower Churn Prepare for a Sale Where to Sell Going it Alone Through a Private Sale Working With a Broker for a Win-Win Situation. Important SaaS Metrics and Unit Economics Unit economics and SaaS metrics like churn rate will always be important. Table of Contents. Why Would You Sell?

SaaS Payments 105

SaaS Payments Technical Review Development Team Review Software Review 105

User Pilot

APRIL 22, 2024

Offering end-user support is beneficial to your business because it helps enhance the customer’s experience, improve customer satisfaction , build product loyalty , and reduce churn. There are different types of end-user support: Task-specific support. Technical support. Self-service support.

Strategy 105

Strategy Technical Review Technical Support Systems Review 105

ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit.

Retention 97

Retention Strategy Underperforming Technical Team Software Review 97

User Pilot

SEPTEMBER 11, 2023

Increase customer engagement through optimization with A/B tests. Refined features and product offerings that cater to customers’ evolving needs. Prevention of potential churn among existing customers by identifying and addressing them beforehand. Ideas from feature request surveys for developing product roadmap.

Underperforming Technical Team 105

Underperforming Technical Team Customer Lifetime Value Retention Engagement 105

ChurnZero

AUGUST 14, 2020

We stick to our circle of competence and focus on our area of expertise: Customer Success software. It’s Customer Success for us. And by virtue of that, it’s essential that Customer Success software – like a Customer Success team – plays well with the others it works alongside if the customer is to truly come first.

Payments 87

Payments Payment Solutions Customer Success Software Review 87

User Pilot

JULY 14, 2024

Customer segmentation vs market segmentation Market segmentation is a broader concept that divides the entire market into distinct groups. It can be helpful when conducting market research and developing a targeted marketing strategy to reach potential customers. Increase customer loyalty and satisfaction.

Software Review 109

Software Review Underperforming Technical Team Customer Lifetime Value User Experience 109