Totango

AUGUST 23, 2017

Currently, only 25% of benchmarked companies are using data analytics to predict churn, and only 13% to predict expansion opportunities. Portfolio proliferation causing customer confusion as offerings from product and services lines are beginning to overlap. The answer is surprisingly prescriptive: Embrace “as a service” offers.

Customer Success 64

Customer Success Marketplace as a Service Scale Benchmarks 64

CustomerSuccessBox

JUNE 20, 2022

Turn down the churn rate. Customer Success tools come with features where you get segment-specific real-time account health so that you can act proactively upon risk signals and never let the churn surprise you! With that, the risk of churn increases as well. Detect and Act on Upsell & Cross-sell Opportunities.

Artificial Intelligence 52

Artificial Intelligence Customer Success Software Payment Features 52

SaaStr

JULY 9, 2019

Here in Silicon Valley you have Google, and Facebook, and a ton of other massive organizations that are just churning out people who then go on to found other startups. You have to leverage existing behaviors that the market already understands so that you don’t need to educate users. It’s only starting to happen now.

Scale 178

Scale Sales Recruiting Scaling SaaS Payments 178

ChurnZero

FEBRUARY 1, 2019

Leading a team of innovators and experts in their Customer Success, Professional Services, and Support organization, Amanda’s goal is to ensure that every customer optimizes the business impact of Lucidworks search and analytics deployments. “My Under her direction, marketplace utilization grew 39% in one year.

VP of Engineering 53

VP of Engineering Customer Success Scale Marketplace as a Service 53

SmartKarrot

DECEMBER 18, 2020

As more and more companies are realizing the need to become customer-centric, their investment in customer service – both financial and conceptual – is rising rapidly. The need to become efficient in all the customer service processes are becoming more relevant than ever. 2 Instant access to service for the customers. . #2

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

SmartKarrot

DECEMBER 18, 2020

As more and more companies are realizing the need to become customer-centric, their investment in customer service – both financial and conceptual – is rising rapidly. The need to become efficient in all the customer service processes are becoming more relevant than ever. 2 Instant access to service for the customers. . #2

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

Intercom, Inc.

MAY 13, 2021

A great customer success team will help you to better understand your customer’s needs, identify what “success” means to them, and in turn, help your customers realize the value of your services, creating a more successful outcome for both their team and yours. “Why do you have playbooks?

Scale 177

Scale Customer Success Strategy Sales Hiring 177

SaaStr

MARCH 20, 2020

317: Rachel Hepworth is VP of Marketing @ Pilot, the startup that offers the best bookkeeping, tax and CFO services for growing businesses. And you can see a lot of churn in those first couple of days. Before Slack, Rachel spent 4 years at LinkedIn where she led the product marketing team for content experiences.

SMB 189

SMB Scale Startup Marketplace as a Service 189

Stax

FEBRUARY 19, 2024

Software as a Service (SaaS) has made business software more accessible by offering cloud-based, on-demand access to a range of solutions, from project management and collaboration to sales and marketing. Some examples of niches targeted by vertical SaaS providers include healthcare, eCommerce, finance, and education.

SaaS Payments 88

SaaS Payments Payment Services Payments Payment Solutions 88

SaaStr

SEPTEMBER 4, 2020

I’ve been in software since the ’90s and for over 20 years, nearly that entire time, we’ve been talking about digital transformation, developing strategies, architecting new technologies, and moving beyond digitization to rethinking our businesses, our products, and our services in a way that’s optimized for a digital world.

Scale 166

Scale Underperforming Technical Team Sales Hiring Branding 166

SmartKarrot

SEPTEMBER 18, 2020

Gone are the days when education was a sheer matter of books and notes. The face of education has now totally changed. The way schools buy educational technology has brought up an evolution in itself. Grammarly Panorama Education Kahoot! Panorama Education. McGraw Hill Education. Well, not anymore!

Technical Review 21

Technical Review SaaS Software Review Systems Review 21

SmartKarrot

MARCH 26, 2021

Work closely with Customer Services to identify customers in need of additional help, or attention, or customers that run a risk for churning. Actively prevent churn by building a Success Journey Map with the customer and taking relevant actions to ensure their success. Prepare and educate customers on new features and releases.

Customer Success 10

Customer Success Sales Hiring Marketplace as a Service Scale 10

SmartKarrot

JULY 5, 2021

Track and report on customer activity and key milestones to identify churn risk and work proactively to address/eliminate risk. Maintain advanced knowledge of various industry technologies and ZipRecruiter products & services. Responsible for key customer success metrics, including customer churn and renewals.

Customer Success 10

Customer Success Sales Recruiting Technical Review Underperforming Technical Team 10

Intercom, Inc.

NOVEMBER 14, 2019

Kayti argues, “Even in self-service models, there’s a relationship that they’re feeling with your product.” That poor customer experience was becoming a huge risk for churn and lost revenue: “Our monthly managed revenue is basically just support and tickets, answering phone calls, getting back to customers when they have issues.

VP of Engineering 108

VP of Engineering Customer Success Churn Scale 108

Intercom, Inc.

OCTOBER 16, 2019

“Think of pricing along a continuum with self-service pricing at one end and enterprise at the other” As you scale and evolve your business, there are a few key questions to ask as you determine your pricing strategy: Do you anchor off competitors (if any exist) or substitutes? Goal of website. Managing your support.

Business Model 195

Business Model Scale Pricing Payment Methods 195

SaaStr

JUNE 10, 2020

We saw McDonald’s, they started separating their arches and really trying to do public service announcements around social distancing. It’s a competitive marketplace. How do you tailor marketing messaging to reduce churn and increase engagement from current customers? And we thought, “Oh, what can we do?”

Travel 187

Travel Marketing Scale Outsourcing Services 187

Intercom, Inc.

APRIL 7, 2022

The company kickstarted the SaaS revolution we know so well today, but as SaaS was booming, so too was churning. Sometimes, to develop a valuable service for your customers, you have to take one step back and understand what they need from you at that moment and where your gaps are. On March 8, they incorporated their management tool.

Customer Success 118

Customer Success Technical Review Sales Hiring VP of Engineering 118

User Pilot

OCTOBER 22, 2023

Whether in the context of new customer activation, upselling premium features, or reducing churn, strong user engagement is a clear indicator of customers’ ongoing commitment to your product. Not only do they provide a platform to educate, update, and communicate with your users, but they also bring a human touch.

Engagement 101

Engagement SaaS Onboarding Marketplace as a Service 101

ChurnZero

JUNE 22, 2021

This course is for: If you work with customers and are interested in the topics of marketing, market research, sales, customer service and strategy this course is for you. You’ll learn how to: Track churn accurately. We’ll focus specifically on marketing, sales, support, services, product, finance, and leadership.

Customer Success 92

Customer Success Churn Consulting Marketplace as a Service 92

SaaStr

NOVEMBER 21, 2020

Rob Gonzalez: Operationally, I look at, in particular, my experience at Endeca, but also another startup that sold to pharmaceutical companies and other life sciences businesses and financial services companies called Cambridge Semantics. And there’s a lot of benefit to running a software as a service, in general.

SaaS Payments 283

SaaS Payments Scale Payment Services Payment Solutions 283

Intercom, Inc.

MAY 10, 2018

This creates an acquisition treadmill with built-in natural churn. Switching to a different service is something that takes a lot of effort. Andrew: I started on the driver side of the business, and as everyone knows about marketplaces, the supply side is often the trickiest, hardest side. You joined on the supply side, correct?

Acquisition 224

Acquisition Marketplace as a Service Retention Startup 224

Intercom, Inc.

MAY 31, 2018

The opposite is actually true: qualifying correctly gets the right kind of money – money that’s sustainable and doesn’t churn. Nobody in my family was ever an entrepreneur or received a high education. In today’s world, you should only sell to people whom you’re convinced you can help with your product or service.

Startup 223

Startup Forecasting Sales Communication 223

SaaStr

JUNE 16, 2020

I’m going to first talk about some of the insights that we’ve gotten from serving Salesforce Ventures portfolio companies, both in terms of what they’re seeing in the market and how bookings and churn and things like that are heading, but then also how they’re adjusting to this on their go to market strategies.

Sales Hiring 169

Sales Hiring Scale SaaS Payments Payment Services 169

Chart Mogul

SEPTEMBER 15, 2023

No Wait, of Course That Is the Single Most Important SaaS Metric by Jason Cohen, A Smart Bear The purpose of a metric is to be a tool in service of your goals, timeline, size, circumstance, even philosophy, not as a master you are thoughtlessly obligated to obey. We’ve gathered several blog posts on the topic. Happy reading!

Scale 52

Scale Underperforming Technical Team Sales Hiring SaaS 52

Intercom, Inc.

JULY 21, 2022

That involves a lot more education, outreach, and nurturing for people whose DNA is not to try new things and scrappily figure out the best way to make it work. One of the obvious observations about Uber these days is that the drivers’ side has more churn than the riders’ side. I should take it when I’m out and about.”.

Outsourcing Services 215

Outsourcing Services Sales Hiring CTO Hire Acquisition 215

Neil Patel

JANUARY 21, 2021

You can get a quick fix through services like Mobify or Duda Mobile. It’s your job to educate, inform, inspire, and build interest before recommending a product. To start your introduction, you could begin like this: There are several senior irons in the marketplace. Tips to Make your Site Mobile-Friendly.

Outsourcing Services 145

Outsourcing Services Social Media Mobile Software Review 145