ChurnZero

JUNE 9, 2023

Good sales teams typically get the budget, headcount and tools they desire because the function is tied to revenue. As a result, CS teams often have to work harder to make the case for headcount, technology and even product requests on behalf of customers. How can CS leaders address this challenge?

Finance 98

Finance Metrics Customer Success Headcount 98

Intercom, Inc.

AUGUST 16, 2022

Support teams are facing a critical juncture: business costs and customer expectations continue to grow while resources like headcount and budget are decreasing. In turn, you’ll increase efficiency without increasing your headcount. Reduce investment costs. The devil’s in the data: Data is the fuel for efficiency.

Headcount 118

Headcount Scale Sales Hiring Customer Lifetime Value 118

SaaStr

MARCH 7, 2023

Pepper shares that ICONIQ, a venture capital firm with $10B under management, made fewer investments last year than ever before. Many of them said headcount management and spend were common levers they pulled, given the immediate and significant impact they have on spend. PST, to unveil the data behind effective scaling.

Outsourcing Services 161

Outsourcing Services Scaling Venture Capital Forecasting 161

The Angel VC

MARCH 23, 2016

Therefore the key drivers of my imaginary startup are organic growth rate, marketing budget and customer acquisition costs, conversion rate, ARPU and churn rate. If you have a SaaS startup with a higher-touch sales model where revenue growth is largely driven by sales headcount, the plan needs to be modified accordingly.

SaaS Payments 217

SaaS Payments Headcount SaaS Payment Methods 217

Intercom, Inc.

AUGUST 26, 2020

The majority (78%) want to move to a proactive approach, and 50% are deepening their investment in automation. With more than half (52%) of companies planning to reduce the size of their team as a result of the current economic downturn, support leaders are turning to technology, not headcount, to scale their efforts.

Trends 233

Trends Scale Headcount Technology 233

Kellblog

NOVEMBER 23, 2022

burn) by failing to invest in the second half of 2023 for growth in 2024. Churn ARR is the sum of ARR lost due to shrinking customers (aka, downsell) and lost customers. Ending ARR is starting ARR + new ARR – churn ARR. It’s + churn ARR if you assign a negative sign to churn, which I usually do.) 2024 and 2025).

Technical Review 118

Technical Review Software Review Forecasting Churn 118

ChurnZero

MAY 17, 2022

The company plans on doubling its headcount in 2022. About ChurnZero ChurnZero is a real-time Customer Success platform that helps subscription businesses fight customer churn. ChurnZero has quickly become one of Washington, D.C.’s

Marketplace as a Service 98

Marketplace as a Service Technical Review Headcount Software Review 98

Intercom, Inc.

JULY 26, 2022

For customer-facing teams, this often means looking for ways to maximize the return on their investments in people and tools, while finding opportunities to reduce spend and streamline processes. Use automation to make your headcount count for more. Retention is an investment that keeps paying off. Time savings: ????.

Payment Methods 118

Payment Methods Payment Solutions Payments Payment Services 118

Intercom, Inc.

DECEMBER 2, 2019

How do you ensure a great customer experience globally without adding a ton of headcount? Offering multilingual support doesn’t just drive CSAT scores, it can even impact churn. For online businesses, our customers can come from any part of the world and at any time. Here are our key findings: 1. So where should you begin?

Scale 209

Scale Outsourcing Services Scaling Technical Review 209

OPEXEngine

DECEMBER 13, 2022

Most SaaS executives can relate to a friendly debate they’ve had at a board or leadership team meeting about what percentage of revenue should come from “upsells” to existing customers or what is “healthy churn.” Companies with an equivalent commercial operation- sales headcount, marketing spend, and customer acquisition cost (CAC).

Benchmarks 52

Benchmarks Scale Headcount Software Review 52

Intercom, Inc.

NOVEMBER 14, 2018

. “The point of tracking sales KPIs is to drive action for our team, not just to display them on a sales dashboard” That’s why I spend much of my time examining underlying KPIs like lead flow, pipeline creation, churn, expansion and more. Churn dollars. Gross customer churn. New logos acquired. New logo revenue.

Sales Hiring 188

Sales Hiring Metrics Revenue Sales 188

Tom Tunguz

MAY 14, 2014

In addition to mitigating churn, CS teams increase account revenue, which in many SaaS companies, can grow to be multiples of the first year’s customer value. Customer success teams must justify the investment of building a CS team, often at the expense of headcount in another team. This can be a long process.

Customer Success 100

Customer Success Startup Headcount Compensation 100

Point Nine Land

NOVEMBER 11, 2022

Perhaps customer growth will exceed expectations, but you’ll have a larger percentage of less happy customers, so you’ll have more churn down the road. In my opinion, this is much better guidance for your sales and marketing leaders than pre-defining a target for e.g. sales headcount and marketing budget at the beginning of the year.

Sales Hiring 59

Sales Hiring Headcount Startup Churn 59

Valuize Consulting

OCTOBER 7, 2021

For many Chief Customer Officers and Customer Success (CS) leaders, this marks the beginning of a very stressful time as you prepare to have the challenging conversation with your CFO about how to properly invest in your Customer Success teams. This makes it challenging to secure investment.

Customer Success 52

Customer Success New CTO Scale Headcount 52

Intercom, Inc.

NOVEMBER 3, 2022

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. And I don’t necessarily mean 10X in terms of headcount – I mean 10X in terms of efficiency.

Scale 206

Scale Software Outsourcing Services Sales Hiring 206

ChurnZero

JANUARY 4, 2024

On the other hand, economic headwinds continue to constrain CS budgets and headcounts. Every investment dollar is harder to obtain, and CS leaders and their teams face more pressure than ever to deliver results. Their ownership of NRR will earn investment internally, and the expectations on them to deliver will go sky-high.”

Customer Success 52

Customer Success Trends Sales Hiring Artificial Intelligence 52

ChurnZero

MAY 17, 2022

The company plans on doubling its headcount in 2022. About ChurnZero ChurnZero is a real-time Customer Success platform that helps subscription businesses fight customer churn. ChurnZero has quickly become one of Washington, D.C.’s

Marketplace as a Service 52

Marketplace as a Service Technical Review Headcount Software Review 52

Intercom, Inc.

AUGUST 24, 2021

Phone support and email are notoriously difficult to scale: both require a significant labor investment, only to provide a sub-par customer experience. Trying to maintain too many legacy support channels will suck up all of your team’s time with very little return on investment”. to your resolution time.

Scale 129

Scale Customer Support Scaling Headcount 129

ChurnZero

JANUARY 3, 2020

The new Customer Success Software Momentum Grid from G2 showcases CS solutions with the highest growth trajectory on a product’s user satisfaction, online presence, and employee headcount growth over the last year. ChurnZero helps subscription businesses fight customer churn. More than three million users per month rely on G2.com

Customer Success 69

Customer Success Venture Capital Software Review Technical Review 69

CustomerSuccessBox

JUNE 28, 2021

Businesses that invested in customer success, who have opted for customer success practice were not just able to retain customers but actually were able to reduce their churn rate as well. This will assist you to lead the team planning by including the headcount along with setting up the right technology for Customer Success. .

Customer Success 52

Customer Success Trends Technical Review Headcount 52

Intercom, Inc.

MARCH 12, 2019

” In our case, a resounding “yes” required seeing a positive impact on customer expansion and one big enough to justify the fully-loaded cost for the additional headcount. We tracked customer churn, contraction, expansion and overall health, and correlated the metrics to our relationship managers’ activities.

Sales Hiring 171

Sales Hiring Sales Recruiting Underperforming Technical Team Scale 171

The Angel VC

DECEMBER 12, 2018

While this is generally true for most companies, it’s particularly true for SaaS businesses, which invest heavily in product development, sales, and marketing upfront and get payments from customers over a delayed period of time, usually several years. The main reason is that your customer acquisition costs are highly front-loaded.

Sales Recruiting 106

Sales Recruiting SaaS Payments Sales Hiring Scale 106

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. I’d even argue that the company is still under-resourced in sales; sales accounts for only 7% of Atlassian’s headcount compared to 25% of headcount at the average PLG business. This is a good thing.

Sales Hiring 57

Sales Hiring Scale Headcount Sales 57

CustomerSuccessBox

DECEMBER 14, 2021

Customer Success was initially used only when a customer was about to churn. Viewing CS as a cost center and cutting costs by cutting headcount will definitely backfire. Those who have been able to sustain high retention, negative churn, and increase growth numbers stand to benefit from an efficient CS function.

Customer Success 52

Customer Success Customer Lifetime Value Headcount Retention 52

InsightSquared

MAY 7, 2019

When scaling the business, sales typically averages roughly 30% of revenue, so therefore sales spend is one of the biggest investments a company can make. At the highest level, SaaS companies look at sales expense, headcount, sales productivity and SaaS metrics like: The cost of new customer acquisition (CAC).

Scale 102

Scale Sales Hiring Metrics Sales 102

Valuize Consulting

MAY 4, 2022

Answer the following questions for your uncovered customer cohorts: What does churn and contraction look like for our uncovered segments/products/regions? Can we definitively link these churn and contraction reasons to the lack of coverage in these areas? What are the main reasons for the lost ARR in these areas?

Scale 52

Scale Customer Success Scaling Strategy 52

ChurnZero

DECEMBER 28, 2021

Or for ChurnZero to redesign our Churn Monsters à la Lisa Frank? Have you ever wondered if you should be paying closer attention to your Net Revenue Retention (NRR) or Gross Revenue Retention (GRR) when analyzing churn? How do I structure a budget for headcount?”. And to reintroduce Beanie Babies as a form of (social) currency?

Sales Hiring 52

Sales Hiring Headcount Customer Success Outsourced Development 52

SaaSX

FEBRUARY 28, 2021

For example, a 1:1 capital efficiency ratio means you’re earning one dollar for every dollar you invest into company growth. Ideally, as a company scales, headcount doesn’t scale exactly in tandem. Churn Rate. Ah…you know there can’t be a B2B software article that doesn’t mention churn, right?

Payment Solutions 52

Payment Solutions Software Review Software Payments 52

ChurnZero

AUGUST 23, 2019

The new Customer Success Software Momentum Grid from G2 showcases CS solutions with the highest growth trajectory on a product’s user satisfaction, online presence, and employee headcount growth over the last year. ChurnZero helps subscription businesses fight customer churn. More than three million users per month rely on G2.com

Software Review 56

Software Review Customer Success Software Venture Capital 56

Chart Mogul

JULY 15, 2021

We both noticed a similar pattern: alignment on key metrics breaks as headcount grows: More teams means more silos in processes and tools used to follow metrics. Several companies we’ve interviewed when building Droyd had invested development resources to automate such updates in Slack.

Underperforming Technical Team 52

Underperforming Technical Team Revenue Scale Communication 52

Chart Mogul

JULY 15, 2021

We both noticed a similar pattern: alignment on key metrics breaks as headcount grows: More teams means more silos in processes and tools used to follow metrics. Several companies we’ve interviewed when building Droyd had invested development resources to automate such updates in Slack.

Underperforming Technical Team 52

Underperforming Technical Team Revenue Scale Communication 52

The Angel VC

MARCH 22, 2012

Therefore the key drivers of my imaginary startup are organic growth rate, marketing budget and customer acquisition costs, conversion rate, ARPU and churn rate. If you have a SaaS startup with a higher-touch sales model where revenue growth is largely driven by sales headcount, the plan needs to be modified accordingly.

Startup 189

Startup SaaS Payments Payment Methods Payment Solutions 189

ProfitWell

DECEMBER 6, 2019

What’s the return on investment of your mom? He references Dan Steinman from Gainsight , who says, “the natural tendency for customers is towards churn.”. If we fail, our customers will churn. But we know customer success reduces churn and increases expansion revenue, so CSMs do have a very serious purpose in an organization.

Scale 43

Scale CTO Hire Sales Hiring New CTO 43

OpenView Labs

MARCH 10, 2019

Over this time, our headcount has grown by over 10x, and our revenue has grown by over 60x. While we made the early decision to invest in Customer Success, the structure of the team behind these efforts has evolved over time. It’s effectively a win-win-win for our customers, our retention and our new business. Education team.

Scale 69

Scale Customer Success Scaling Sales Hiring 69

ChurnZero

NOVEMBER 1, 2019

The new Customer Success Software Momentum Grid from G2 showcases CS solutions with the highest growth trajectory on a product’s user satisfaction, online presence, and employee headcount growth over the last year. ChurnZero helps subscription businesses fight customer churn. More than three million users per month rely on G2.com

Venture Capital 40

Venture Capital Software Review Technical Review Headcount 40

Chart Mogul

AUGUST 15, 2019

New investment structures are gaining traction in the early-stage SaaS financing market. Bigfoot Capital invests in initial-scale SaaS companies using both RBF and venture debt investment structures. Here’s an example of how an RBF loan facility can work: We invest $300k with a 36-month payback term. This is how it works.

Finance 85

Finance Payments Revenue Payment Solutions 85

Intercom, Inc.

JULY 11, 2019

You should spread those kinds of cuts more evenly and try to then invest in your customers, so you can come out of that downturn a little bit better. Why customer service is worth the investment. But where else can you be investing outside of headcount to maintain that customer centricity? Source: HubSpot Research.

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188