ChurnZero

JANUARY 25, 2024

We don’t see that changing in 2024, even as headcount starts to normalize. Customer onboarding roles The SaaS industry has recognized that a strong onboarding process is essential for customers to realize value early, adopt throughout their contract, and renew.

Customer Success 52

Customer Success Sales Recruiting Sales Hiring Scale 52

Intercom, Inc.

AUGUST 26, 2020

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. It’s also a crucial leading indicator of future churn and customer retention.

Trends 233

Trends Scale Headcount Technology 233

CustomerSuccessBox

DECEMBER 14, 2021

Customer Success was initially used only when a customer was about to churn. Onboarding is no longer enough to make the relationship work. Viewing CS as a cost center and cutting costs by cutting headcount will definitely backfire. It wasn’t deployed to manage each and every customer relationship.

Customer Success 52

Customer Success Customer Lifetime Value Headcount Retention 52

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. Successful onboarding. Customer Success was never more evident than it was in 2020. Read More: Top Customer success trends. MRR growth and upsell.

Customer Success 52

Customer Success Trends Technical Review Headcount 52

Intercom, Inc.

MARCH 12, 2019

If you’ve decided to hire employees, onboard and support them and change your customer coverage model, the answer needs to be a resounding “yes.”. 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

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. Pure ‘relationship management’ CSMs, with access to onboarding specialists, product specialists, and account management layers, will become a structure of the past.”

Customer Success 52

Customer Success Trends Sales Hiring Artificial Intelligence 52

SaaStr

AUGUST 16, 2021

We put out a call on Twitter the other day for folks’ best tips on what has really lowered churn for them this year. “1/ Divide your churn into manageable and unmanageable areas 2/ Strip out definable areas of churn reason (e.g. Are you segmenting churn? You just make the headcount more effective.

Churn 315

Churn Sales Hiring Headcount Technical Review 315

Valuize Consulting

OCTOBER 7, 2021

For example, in Sales, you can take your Annual Revenue Target, divide it by the Projected Revenue Attainment Per Headcount (factoring in some ramp time) and out comes a Headcount projection. This includes downsells, churn and expansions. ARR+AURP : What is ARR+AURP, you ask?

Customer Success 52

Customer Success New CTO Scale Headcount 52

The Angel VC

DECEMBER 12, 2018

What makes things tricky is, first, the uncertainty of how your CACs will develop at increasing scale and of how your churn rate will develop over time. As I wrote here , trying to forecast what happens to your CACs if you 10x your sales and marketing spend is very difficult. The second issue is the timing of some of the major expenses.

Sales Recruiting 106

Sales Recruiting SaaS Payments Sales Hiring Scale 106

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

User Pilot

APRIL 7, 2022

User journey and funnel analytics tools show you at which steps in the user flow friction and churn happens. All together, UX analysis using both types of data enables you to make data-driven design decisions to reduce churn and create an unforgettable user experience. Customers’ observation (session replays). Open-ended surveys.

SaaS Payments 52

SaaS Payments Payment Methods Data Payment Solutions 52

Totango

OCTOBER 8, 2020

As this development occurs throughout the customer journey, customer retention efforts have to be targeted across three key areas: Onboarding: It is crucial that a customer experiences value early in their journey in order to develop confidence in your product and establish a link to the achievement of business goals.

Retention 63

Retention Headcount Customer Success Engagement 63

OpenView Labs

OCTOBER 1, 2019

Professional Services can certainly add value to the pre and post-sales customer experience through implementation and onboarding, instituting change management and product customization. This survey also indicates that Professional Services can lead to more enterprise deals and lower churn. Lower churn. Accepting any SOW.

Customer Success 40

Customer Success Startup SaaS Sales Hiring 40

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

OpenView Labs

MARCH 10, 2019

Over this time, our headcount has grown by over 10x, and our revenue has grown by over 60x. Through our churn survey we found that a lot of our churn isn’t actually due to customers being unhappy, but rather from people successfully completing a project and not knowing what to do next. Just-in-time low-touch. North Star metric.

Scale 69

Scale Customer Success Scaling Sales Hiring 69

SaaStr

FEBRUARY 14, 2024

Today we’re focusing on actionable insights you can use to drive down churn with customer success in today’s new era of SaaS efficiency. We all become new customer-oriented, so we say we’re focused on the existing base, but once the sales team becomes 30-40% of headcount, it tends to dominate every conversation.

Customer Success 223

Customer Success Sales Hiring Scale AI 223

SmartKarrot

NOVEMBER 17, 2022

Own the ultimate success of the customers, including onboarding, product adoption, retention, and growth. Reduce churn and drive new business growth. Ensuring diligent resource management for the team, based on ticket volumes, team headcount and time-off, project commitments, and any other relevant factors. Apply here: [link].

Customer Success 19

Customer Success Development Team Review Systems Review Headcount 19

Point Nine Land

DECEMBER 12, 2018

What makes things tricky is, first, the uncertainty of how your CACs will develop at increasing scale and of how your churn rate will develop over time. As I wrote here , trying to forecast what happens to your CACs if you 10x your sales and marketing spend is very difficult. The second issue is the timing of some of the major expenses.

Sales Recruiting 61

Sales Recruiting SaaS Payments Sales Hiring Scale 61

Intercom, Inc.

JULY 11, 2019

So often, when we think about investing in a support team, sometimes the conversation becomes about getting the headcount higher, higher, higher. But where else can you be investing outside of headcount to maintain that customer centricity? Michael: For sure. This debate is not actually a new one, right?

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

ChurnZero

JULY 1, 2022

Is it OK if everyone has their own approach to onboarding and to creating their own PowerPoint templates for those presentations? Does that save in future CSM headcount? Who’s onboarding? Nina: “We look at NPS as well and churn, so the number of customers who have churned or the monetary value of churn and ARR.

Customer Success 52

Customer Success Scale Technical Review Systems Review 52

ChurnZero

JULY 1, 2022

Is it OK if everyone has their own approach to onboarding and to creating their own PowerPoint templates for those presentations? Does that save in future CSM headcount? Who’s onboarding? Nina: “We look at NPS as well and churn, so the number of customers who have churned or the monetary value of churn and ARR.

Customer Success 52

Customer Success Scale Technical Review Systems Review 52

Intercom, Inc.

JUNE 21, 2018

You need to build an efficient sales team…you can’t just throw money or headcount at things. You need to maximize everything you possibly can to beat the competition because you can’t just throw money or headcount at things. Did you know there was an appetite for this? That was the impetus for starting Sales Hacker.

Sales Hiring 183

Sales Hiring Scale Sales Recruiting Technical Advisors 183

ChurnZero

NOVEMBER 22, 2021

As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Using these models, you too can learn how to go toe-to-toe with your Finance team by presenting trade-offs to get the headcount you need. How to Build a Customer Success Budget for Headcount. Onboarding.

Customer Success 98

Customer Success Sales Hiring Headcount Benchmarks 98

ChurnZero

AUGUST 23, 2019

Q: If there is no headcount for a new CS ops person, what’s the best way to incorporate the function until you can get budget? Q: Do you thin that CSM onboarding would fall under CS Ops at all, or would that be up to another manager? A: That’s another great question. Customer Success Around the Web.

Sales Hiring 40

Sales Hiring Scale Customer Success Retention 40

Tom Tunguz

APRIL 1, 2020

The rule says that all employees of affiliated companies must be considered headcount. Some are seeing significant churn. How do you onboard an employee entirely remotely? Historically, startups haven’t been able to access SBA programs because of this affiliation rule. Quickly, these numbers exceed the 500 employee limit.

Headcount 329

Headcount Payment Services Government Innovation 329

SmartKarrot

APRIL 16, 2020

sales, product, support, training) Apply here: [link] Role: Customer Success: Onboarding Specialist Location: London, UK Organization: Dacast This role reports to the Director of Customer Experience and will be responsible for giving customers the best chance of success using Dacast platform.

Technical Advisors 8

Technical Advisors Customer Success Scale Headcount 8

SmartKarrot

FEBRUARY 19, 2021

They are: Churn rate: This can be shown in two ways – Revenue churn and Customer churn. Compare this figure with the acquisition cost and document the loss in ROI due to early churn. To back your point, document the churned customers’ usage hours and depth of engagement with the product.

Outsourcing Services 10

Outsourcing Services Customer Success Technical Review Business 10

SmartKarrot

FEBRUARY 9, 2021

Re-organize current headcount to fit the needs of the company. Support onboarding of new customers at go-live to ensure successful adoption. Proactively identify and engage with customers at risk of churn to ensure retention. You will manage and implement technology applications. and Canada region.

Customer Success 10

Customer Success Scale Headcount Healthcare 10

SaaStr

JUNE 10, 2020

We’re going through layoffs and furloughs, recession planning and for me as the CMO, facing really massive cuts to marketing budgets and headcount. And if you’re at HR, how do you optimize onboarding? How do you tailor marketing messaging to reduce churn and increase engagement from current customers? Next question.

Travel 174

Travel Marketing Scale Outsourcing Services 174

OpenView Labs

FEBRUARY 3, 2022

Fast growers retain and expand new customers, resulting in net negative churn. Low churn shows the product is sticky, hard to replace, and truly generating value for customers. To improve net dollar retention, examine just how you’ve designed your product packages, pricing model , customer onboarding, and sales compensation.

Headcount 73

Headcount SaaS Compensation Acquisition 73

Intercom, Inc.

NOVEMBER 30, 2022

Churn: high/low, reasons: price/product/intent etc. NRR: expansion-vs-churn, expansion paths, etc. they can get it from anyone), they’ll churn. fill in the form, and begin onboarding). Our NRR correlates perfectly with their PM headcount growth. Features used: all-vs-some, deep usage-vs-thin, SDKs, APIs, etc.

Engineering 151

Engineering Business Scale Sales Hiring 151

Totango

APRIL 23, 2019

Customer expectations are higher than ever, and if you can’t deliver lifetime customer value, then a relationship you’ve worked hard to build may just end in churn. To account for that, you can insert potential and actual dollar values in place of the headcount: Customer Renewal Rate = Actual Renewal Value ÷ Potential Renewal Value X 100.

Headcount 70

Headcount Churn Subscription Payment Features 70

ChurnZero

MARCH 22, 2019

You should view this webinar on-demand to learn: How your company ranks in terms of net and gross churn compared to companies with similar ACV’s and ARR. How to measure the impact of churn on your company. Q: Can you talk about the trade-offs between gross margin and churn as it relates to LTV and CAC? Q&A Recap.

Retention 61

Retention Payment Methods SaaS Payments Outsourced Development 61

Intercom, Inc.

JULY 12, 2018

As VP of Corporate Strategy at Twitter, Elad Gil was a key player as company headcount skyrocketed from 90 to 1,500 employees. This wasn’t Elad’s first experience with hyper growth – Google grew headcount 10x during his time as a product manager there – nor the last. Elad: One is the degree to which people churn out.

Sales Hiring 120

Sales Hiring Scale Sales Recruiting Technical Advisors 120

ChurnZero

JUNE 3, 2022

The threat of an as-a-service model is that the cost to the customer of churning to a new supplier can be dramatically lower. When someone uses your product as-a-service, paying every month or annually, you need to make sure they’re successful or else they will churn and go away. We now know churn is really important.

Customer Success 52

Customer Success Sales Hiring B2B Technical Review 52

ChurnZero

JUNE 3, 2022

The threat of an as-a-service model is that the cost to the customer of churning to a new supplier can be dramatically lower. When someone uses your product as-a-service, paying every month or annually, you need to make sure they’re successful or else they will churn and go away. We now know churn is really important.

Customer Success 52

Customer Success Sales Hiring B2B Technical Review 52