Totango

SEPTEMBER 22, 2023

We believe these collaborations are cornerstones for enterprises to deliver seamless experiences for their customers and to create the interconnectedness with cross-functional partners and systems needed to drive long-term revenue growth. And, that growth comes from consistently and quickly delivering customer value.

Enterprise 113

Enterprise Revenue Scale Innovation 113

SaaStr

DECEMBER 1, 2021

And 85% of all decisions are made in under six months, including 82% of buying decisions at enterprise organizations. You’ll also want to monitor churn risk closely. Look for signs of churn and have a strategy in place to fight the trend. So what’s powering this speedy conversion process? Focus on your NRR > ARR.

Software Review 231

Software Review SMB Enterprise Software 231

User Pilot

OCTOBER 27, 2023

PLG for enterprise? As enterprise products tend to be complex, their value may be difficult to experience through free trials or freemium. Moreover, the enterprise sales funnel is more complicated than a product-led growth funnel. Personalized onboarding can help enterprise users learn how to best use the product in less time.

Enterprise 103

Enterprise Business Scale Customer Lifetime Value 103

Cobloom

NOVEMBER 22, 2021

Negative monthly revenue churn. The pinnacle in any subscription/retainer business, whether you're a PR agency selling service retainers, or a Software-as-a-Service (SaaS) company selling cloud software into the enterprise. What is negative churn?

Churn 101

Churn Revenue Cloud Subscription 101

FastSpring

APRIL 26, 2022

In the language of SaaS, I churned. And the experience got me thinking: Was immediate removal of paid features the best chance to keep me from churning? When did I officially count as “churned”? Did they count me as churned on the day I canceled? In part one, we cover benchmarks and common churn formulas.

Benchmarks 114

Benchmarks Churn Payments SaaS Payments 114

SaaStr

JANUARY 24, 2024

What should you look for in an Enterprise rep vs. a Mid-Market rep? How do you diagnose and solve churn? So, Dini came in, looked at the data around churn and usage, talked to customers, defined and narrowed Lattice’s core ICP, and made a few changes: They put a minimum in place not to sell to anyone under $4k.

Scale 217

Scale Sales Hiring Scaling Revenue 217

Mucker Capital

APRIL 2, 2024

In this Mucker Growth session, Mike Genstil with ValueCore delves into the concept of value selling and its application in enterprise sales. Know Your Customer's Pain Points There are lots of challenges on the journey to closing an enterprise deal. Delivering value at every touchpoint of the customer journey is crucial.

Sales Recruiting 52

Sales Recruiting Technical Review Enterprise Cybersecurity 52

Totango

FEBRUARY 12, 2021

What is customer churn ? Read on to learn what you need to know about what customer churn is and how to calculate it. What Is Customer Churn? Customer churn is the percentage of customers lost over a given time frame, typically a month. You can also think of customer churn as the opposite of customer retention.

Churn 81

Churn Retention Customer Success Subscription 81

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business. Here we’ll look at four proven strategies for reducing customer churn.

Churn 95

Churn Strategy Technical Review Benchmarks 95

SaaStr

JANUARY 31, 2024

ServiceNow is the enterprise workflow leader than most folks have heard of, but don’t fully understand or know too much about. It’s because you don’t work in a big enterprise. So you wouldn’t expect much overnight churn. The enterprise workflow engine that just keeps on going. Wow, ServiceNow.

Enterprise 264

Enterprise Scaling Churn Engineering 264

Totango

JANUARY 8, 2019

Most subscription-based enterprises look at “churn rates,” or the percentage of customers who cancel their subscription every year. Average churn rates for subscription services are estimated at around 6-8%. So, one way to become more competitive is to get your churn rate down below this figure. Subscription Churn Rates.

Churn 54

Churn Subscription Payment Features Enterprise 54

Practical Advice on SaaS marketing

AUGUST 1, 2018

Churn is bad for software-as-a-service (SaaS) companies. But knowing there’s a churn problem is one thing; fixing it is something else. To bring down churn, we need to understand what’s behind the numbers. Wrong customers Sometimes high churn happens when SaaS providers sell to the wrong customers.

Churn 122

Churn Metrics Compensation Software Review 122

Totango

JANUARY 26, 2021

Being proactive about churn prevention provides an antidote to customer attrition. 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. What Is Churn Rate and How Does It Relate to Customer Retention?

Churn 89

Churn Retention Underperforming Technical Team Technical Review 89

SaaStr

OCTOBER 18, 2023

After a less-than-fun time being acquired, he came back and founded a next-generation enterprise analytics company, Domo. It’s always an interesting challenge on how to monetize professional services in enterprise SaaS companies. 30% of the Sales Team Churned in 2022. This is how you do it, folks #2.

Entrepreneurship 231

Entrepreneurship Enterprise Pricing Churn 231

Totango

MAY 8, 2020

A SaaS churn analysis is more than a quick calculation of your customer churn rate. It provides a window into the causes and effects that are affecting your churn rate, including your customers’ needs and whether they are being met. SaaS Churn Analysis Benefits. The Value of Churn Analysis During a Crisis.

Churn 77

Churn SaaS Retention Enterprise 77

Totango

DECEMBER 1, 2020

A high churn rate can reflect poorly on your enterprise and require you to invest more in customer acquisition; retention efforts are far less costly and often provide more positive results. In order to properly prevent customer churn, it’s crucial to understand the common factors that lead to churn in the first place. .

Churn 65

Churn Systems Review Onboarding Trends 65

SaaStr

MARCH 15, 2019

But the ones I didn’t, were the ones that silently churned. Hiring a CSO way early if you are truly going enterprise. Enterprise customers expect you not just to get on jets (see the point above), but to be there. Enterprise customers expect you not just to get on jets (see the point above), but to be there. This is #1.

Sales Hiring 170

Sales Hiring Enterprise CTO Hire CTO 170

Totango

MARCH 3, 2020

A high churn rate can tarnish your enterprise’s otherwise good reputation. The first step to fixing a high churn rate is to learn its causes and how to address them. What Causes a High Churn Rate? It’s not possible to predict every cause of churn, but knowing the main types helps in fighting it.

Churn 84

Churn Systems Review Retention Technical Review 84

SaaStr

OCTOBER 21, 2023

Once the customers get large enough, and you have a brand … in the enterprise, for six figure deals … almost all will want to pay annually via invoice. Even as its gone pretty enterprise. The more onboarding there is, the higher the churn you’ll see in monthly deals. 20%+- will pay annually to save money.

Data 208

Data SMB Payment Features Churn 208

ProfitWell

JANUARY 29, 2019

If they don’t feel like they’re getting value, then they’ll churn. Hence why annuals can be instrumental in lowering churn and ramping growth. On the high end, you’re likely looking at a mid-market or enterprise type deal, so an annual contract is simply baked into the sales cycle. Click to enlarge.

Churn 103

Churn CTO Hire Data CTO 103

OpenView Labs

SEPTEMBER 10, 2020

Enterprise sales is not a simple switch to make from SMB sales—it’s a completely different beast. According to him, the salesperson/leader he hired wasn’t able to validate the market, their product wasn’t going over well with their customers, their churn was high, and it was the mis-hire’s fault. Let me be clear.

Sales Hiring 74

Sales Hiring Enterprise Scale Startup 74

SaaStr

NOVEMBER 21, 2020

At least 100% net negative churn (i.e., upsell/account growth + renewals – churn) for very small businesses. 130%+ in the enterprise, and for top B2D products. Surverymonkey — fairly SMB, but going more enterprise: 100%. Zendesk — 116%, mix of SMB and enterprise. Zendesk — 116%, mix of SMB and enterprise.

Retention 324

Retention SMB SaaS Enterprise 324

SaaStr

MAY 11, 2021

Our Churn is Basically Zero in the Enterprise. Compare Freemium churn rates of 2-3% a month, to Enterprise SaaS net churn (including upsell / upgrades) that is often less than zero … man it sounds like those Enterprise customers don’t go anywhere. We’re doing great because No One Leaves.

B2C 264

B2C Churn Enterprise Revenue 264

Totango

MAY 19, 2020

No one is certain how this will change the long and short-term behaviors of customers, lenders, and enterprises in a SaaS world. As their customers are presented with changing markets and deal with the uncertainty that comes with current events, SaaS companies must be prepared for a potential wave of churn. Do More with Less.

SaaS Payments 77

SaaS Payments Churn Payment Solutions Payment Methods 77

Sales Hacker

FEBRUARY 12, 2021

An enterprise-level company deals with more complexity in its internal processes, has to manage more people and roles, and needs more data to make informed decisions. At this point, a business needs to look for an enterprise solution that can support its growth. What is an enterprise CRM software? Enterprise CRM vs. SMB CRM.

Payment Solutions 84

Payment Solutions Enterprise Scale Payments 84

SaaStr

FEBRUARY 20, 2023

Second, few SaaS companies past $20m in ARR with negative churn seem to fail. Some do fail, but they are generally ones with low NPS / high churn and other customer issues. And an application with high churn by nature is one that is relatively easy … to move on from. They just want to bound it. The revenue recurs, after all.

Innovation 290

Innovation Churn Cloud Branding 290

Sales Hacker

FEBRUARY 2, 2021

Closing an enterprise sale in a niche market follows the same sales funnel as any other deal, but a bit more fine tuned. It represents the culmination of ‘art’ and process, where the enterprise sales process is modified to better reflect the client’s unique and specific needs. What Is Enterprise Level Sales? Enterprise sales.

Scale 95

Scale Enterprise Marketing Sales 95

SaaStr

JUNE 2, 2022

Two things though did get hit harder — SMB Churn and Upsell s. Enterprise customers renewed, but they didn’t buy as many additional seats for a while. Customers kept buying more SaaS than ever, which masked all-time high churn in SMB accounts. So our gross SMB churn spiked to a crazy high of 5.5%

SMB 299

SMB SaaS Churn Enterprise 299

SaaStr

NOVEMBER 9, 2019

Churn much past 3% a month IMHO is not really recurring revenue anymore. A lot of tools that sell to individuals and very small businesses do see churn around 7% a month though. You can survive in a very high churn VSB/SMB market, but your CAC has to be super low. You can always decrease churn a bit. Not really.

Scale 115

Scale Churn SMB Scaling 115

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Q: Please introduce yourself.

Churn 52

Churn Management Customer Success Subscription 52

Totango

FEBRUARY 9, 2024

Similarly, to be successful, an enterprise needs to be able to prevent churn and increase revenue growth. In football terms, gross retention, or gross revenue retention (GRR), is like the defense, determined to block any attempts by the opposing team (churn) to breach your end zone (revenue stream). Calculate it!

Retention 108

Retention Underperforming Technical Team Software Review Churn 108

Clouded Judgement

MARCH 22, 2024

At contract expiration these customers either renew (sign another contract with same annual value), expand (sign another contract with higher annual value), contract (sign another contract with lower annual value), or churn (stop being a customer and spend goes to zero). Even a DCF is riddled with long term assumptions. Top 5 Median: 19.1x

AI 183

AI Revenue Cloud Technical Advisors 183

Totango

JULY 21, 2020

In situations such as the current COVID-19 pandemic, your CS team can take action to prevent customer churn during the pandemic while also helping to build a sustainable future for both parties once the danger passes. Evaluate and Iterate to Reduce Customer Churn During a Pandemic. A crisis is a time for Customer Success teams.

Churn 64

Churn SaaS Software Review Communication 64

SaaStr

JANUARY 2, 2021

And then 140% as the deals get more enterprise. While Asana isn’t going super -enterprise, its larger accounts are fueling the most growth, growing twice as fast as average. A few other smaller notes: Churn has returned to pre-Covid levels. For most of us in tech, it’s time to stop blaming Covid for elevated churn.

SMB 332

SMB Enterprise Cloud Churn 332

Kellblog

JULY 8, 2020

Here’s an edited version of Mark’s top ten enterprise software startup mistakes list, along with a few comments prefaced by DK. Ignoring churn greater than 15%. If your churn is greater than 15%, you have a problem with product, market, or most likely both. Don’t ignore it — fix it ASAP at all costs.

Sales Hiring 140

Sales Hiring Startup Software Review Enterprise 140

User Pilot

APRIL 23, 2021

Without exception, all the SaaS businesses I’ve ever spoken with want to keep their churn rate down. That all sounds well and good in theory… but how do you prevent against churn in practice? Most online information about churn is vague, high-level fluff. How to calculate churn rate 1. How to calculate churn rate.

Churn 52

Churn SaaS Payments Payment Solutions Social Media 52

Totango

JUNE 26, 2020

The COVID-19 pandemic increased the risk of customer churn across almost every industry. COVID-19’s effect on customer churn may have already begun, but there is still plenty you can do to increase customer engagement and retain the customers you have worked hard to win. Don’t Fear COVID-19’s Effect on Customer Churn.

Churn 91

Churn Telecommunications Customer Lifetime Value Retention 91