SaaStr

JANUARY 12, 2024

Now, in 2024, we’re in the age of efficiencies, and we’re rethinking whether we should put more people on it or tolerate more churn and issues because we want to be cash flow positive. Of course, this can go too far sometimes if you push the customer and sales team, and customers don’t get value, they’ll churn.

Sales Hiring 255

Sales Hiring Customer Success Scale AI 255

SaaSX

FEBRUARY 5, 2020

This INCLUDES headcount-related expenses. If you are utilizing Gusto or a similar payroll tool, your headcount expenses are likely coming into your P&L as one (or maybe two) line item(s). these figures are going to be WRONG because you haven’t properly accounted for your headcount costs in Sales & Marketing.

Finance 118

Finance Sales Hiring Headcount Scale 118

OPEXEngine

NOVEMBER 23, 2020

This INCLUDES headcount-related expenses. If you are utilizing Gusto or a similar payroll tool, your headcount expenses are likely coming into your P&L as one (or maybe two) line item(s). these figures are going to be WRONG because you haven’t properly accounted for your headcount costs in Sales & Marketing.

Finance 52

Finance Sales Hiring Headcount Scale 52

ChurnZero

JANUARY 25, 2024

Let’s explore the essential trends, specializations, and factors driving the evolution of CS skills in 2024, and consider how you can upskill yourself and your team to stay at the cutting edge. We don’t see that changing in 2024, even as headcount starts to normalize. What wider trends are shaping customer success hiring in 2024?

Customer Success 52

Customer Success Sales Recruiting Sales Hiring Scale 52

Intercom, Inc.

NOVEMBER 14, 2018

KPIs help sales reps, managers and leaders track progress to targets, identify high-level trends and themes, and manage individual and team performance. Churn dollars. Gross customer churn. That’s why we keep a close eye on churn, contraction and expansion trends to make sure we’re constantly delivering value to our customers.

Sales Hiring 188

Sales Hiring Metrics Revenue Sales 188

Point Nine Land

NOVEMBER 11, 2022

The “Burn Multiple” line in your spreadsheet looks reasonable, your CAC payback time is acceptable and projected to decrease throughout the year, and your “Rule of 40” number is trending in the right direction. If you hit your targets, everyone around the table will be happy.

Sales Hiring 59

Sales Hiring Headcount Startup Churn 59

ChurnZero

JANUARY 7, 2020

The team lacked a way to assign health scores or predict a customer’s likelihood to churn. Become More Proactive in Account Management – The implementation of real-time heath metrics has allowed the team to gauge a customer’s likelihood to churn or renew. . . Identify accounts in need. The Impact .

Scale 52

Scale Headcount Consulting Customer Success 52

ChurnZero

DECEMBER 28, 2021

It’s the end of the year which means it’s once again time for roundups of the most popular trends from the past 365 days. All thanks to various trends from the late-’90s to mid-2000s coming back into style. Or for ChurnZero to redesign our Churn Monsters à la Lisa Frank? Now, that’s a trend I’m willing to get behind.

Sales Hiring 52

Sales Hiring Headcount Customer Success Outsourced Development 52

ChurnZero

DECEMBER 18, 2020

Like let’s take a more conservative approach in the earlier months of the year in terms of adding headcount. I think that the trend I’m seeing is just a more conservative approach, especially in Q1 and Q2 of the calendar year for 2021. Maybe a little bit more provisional, and maybe a little bit more conservative.

Customer Success 87

Customer Success Sales Recruiting Finance Sales Hiring 87

SmartKarrot

DECEMBER 18, 2020

Hence, it is must to update yourself with the new customer service trends that are prevalent in the SaaS industry. So, to stay ahead of the curve, it is worth having a look at the latest trends in customer service that are going to hit the road in the year 2021. So, let’s look at those trends here. #1

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

SmartKarrot

DECEMBER 18, 2020

Hence, it is must to update yourself with the new customer service trends that are prevalent in the SaaS industry. So, to stay ahead of the curve, it is worth having a look at the latest trends in customer service that are going to hit the road in the year 2021. So, let’s look at those trends here. #1

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

Totango

OCTOBER 8, 2020

Renewal, like churn, is the result of the ongoing customer experience, but you can position the retention strategy around a promise of continued success and a logical next step in your relationship. Monitoring customer scorecards for trends. This increases the likelihood that your customer will reach their goals and milestones.

Retention 63

Retention Headcount Customer Success Engagement 63

Unbounce

MARCH 30, 2023

What are some AI marketing trends? Peter is churning out PPC campaigns and landing pages that see an average conversion rate of 35%. It doesn’t just get you better results—it also speeds up mundane tasks, reduces the need for additional headcount, and lets you focus on the big picture. What are some types of AI marketing?

AI Search 52

AI Search AI Artificial Intelligence Marketing 52

SaaStr

OCTOBER 4, 2023

People loved Zoom and didn’t churn. Then everyone in the world was on Zoom selling flowers and yoga and things meant to be sold in person, so churn peaked at 3.6%, which isn’t terrible for SMB, but was higher than none. Monday will probably add 25% headcount this year. It doesn’t happen that way. Salesforce is back to hiring.

Sales Hiring 247

Sales Hiring SaaS Headcount Compensation 247

SmartKarrot

NOVEMBER 17, 2022

Reduce churn and drive new business growth. Analyzing industry and market trends. Ensuring diligent resource management for the team, based on ticket volumes, team headcount and time-off, project commitments, and any other relevant factors. Drive operational practices to track the performance of teams and individuals.

Customer Success 19

Customer Success Development Team Review Systems Review Headcount 19

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

With no reliable baseline, it becomes impossible to spot trends across the group and get to the root of problems. Does that save in future CSM headcount? 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. How much time are we saving for them?

Customer Success 52

Customer Success Scale Technical Review Systems Review 52

ChurnZero

JULY 1, 2022

With no reliable baseline, it becomes impossible to spot trends across the group and get to the root of problems. Does that save in future CSM headcount? 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. How much time are we saving for them?

Customer Success 52

Customer Success Scale Technical Review Systems Review 52

SaaStr

JULY 24, 2023

Folks pulled usage down as much as they could to save money, although logo churn remained low. CIOs and others want to concentrate their budget on vendors they trust, so if you have a strong brand, you can benefit from this trend. They kept the headcount kind of flat. But last quarter saw a bounce back. And it worked!

Revenue 208

Revenue Scale Sales Hiring Cloud 208

ChurnZero

DECEMBER 27, 2022

One major trend that surfaced: CS departments remain underfunded, especially when it comes to their tech stack. Is your CS team experiencing panic churn? Is your headcount staying flat next year? So much, in fact, that it’s hard to distinguish what matters from what doesn’t, the blips from the steady trends.

Leadership 90

Leadership Benchmarks Headcount Machine Learning 90

OpenView Labs

FEBRUARY 3, 2022

Despite disparities in reporting, self-reported data on CAC payback does reveal a clear trend: The fastest growing SaaS companies report a median CAC payback period of only 8 months. Fast growers retain and expand new customers, resulting in net negative churn. That’s nearly half that of slower-growing SaaS companies (15 months).

Headcount 73

Headcount SaaS Compensation Acquisition 73

Hitenism

JANUARY 16, 2017

In 2014, Mixpanel’s Series B pitch deck spelled out the company’s expansion plans over the next two years: 3x sales headcount and rapidly race towards distribution. Double headcount every 6-9 months. Part of this has to do with reducing costs and tightening budgets, but it also reflects a much larger trend across SaaS.

Scale 147

Scale Venture Capital SaaS Headcount 147

Totango

MAY 7, 2024

If Sales co-owns NRR, they are disincentivized to oversell to customers who will be more likely to churn, thus making CS’s job far easier. That way, both are incentivized to drive revenue through upgrades and expansions and optimize cross-sell and upsell motions.

Strategy 97

Strategy Sales Customer Lifetime Value Retention 97

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. When taken regularly, these measurements help identify trends. An inverse reading of these renewal stats will give you a glimpse of your churn rate.

Headcount 70

Headcount Churn Subscription Payment Features 70

ChurnZero

JUNE 3, 2022

There are more CS job postings than there are qualified candidates to fill them (see point above)—a hiring trend predating the great resignation, which has only intensified demand. 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. Headcount is expensive.

Customer Success 52

Customer Success Sales Hiring B2B Technical Review 52

ChurnZero

JUNE 3, 2022

There are more CS job postings than there are qualified candidates to fill them (see point above)—a hiring trend predating the great resignation, which has only intensified demand. 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. Headcount is expensive.

Customer Success 52

Customer Success Sales Hiring B2B Technical Review 52

Totango

APRIL 14, 2020

When you notice a trend toward or away from an optimal customer experience, you can act at scale to influence the situation. You can combine a range of business metrics to create an evolving customer health score that gives you a highly visible understanding of your customer’s current likelihood to renew or churn.

B2B 71

B2B Scale Marketplace as a Service Sales Hiring 71

Totango

NOVEMBER 5, 2019

If these metrics are negative, you are alerted to potential churn—in time to do something about it. Renewal and churn are not tied exclusively to anniversary dates. You can view results across customer segments in order to identify trends that may aid future campaigns. Average time in application. Active Users.

Metrics 64

Metrics Customer Success Customer Lifetime Value Headcount 64

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

NOVEMBER 8, 2019

In fact, they allow your team to manage more accounts without the need to increase headcount. . Drawing from a wealth of customer data, these platforms can identify customer trends that matter. Automating these processes provide a key advantage for increasing efficiency. Usability : . The post Serious About Customer Success?

Customer Success 63

Customer Success Scale Headcount Scaling 63

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. First, digital CS will become a way of life due to flat or reduced headcount. Here are 12 predictions and trends your team can take advantage of now to make a big impact this year.

Trends 98

Trends Customer Success Sales Hiring Scale 98

OpenView Labs

MAY 20, 2019

We’re seeing three drivers of lower lifetime value: feature commoditization, less pricing power (price wars), and worsening churn. You’ve heard this trend called a number of things, both positive (“consumerization of IT”) and negative (“shadow IT”). Now it’s table stakes. Your marketing should start to mimic a B2C business.

Scale 70

Scale Startup Technical Review Software Review 70

OpenView Labs

MAY 20, 2019

We’re seeing three drivers of lower lifetime value: feature commoditization, less pricing power (price wars), and worsening churn. You’ve heard this trend called a number of things, both positive (“consumerization of IT”) and negative (“shadow IT”). Now it’s table stakes. Your marketing should start to mimic a B2C business.

Scale 51

Scale Startup Technical Review Software Review 51

OpenView Labs

MAY 20, 2019

We’re seeing three drivers of lower lifetime value: feature commoditization, less pricing power (price wars), and worsening churn. You’ve heard this trend called a number of things, both positive (“consumerization of IT”) and negative (“shadow IT”). Now it’s table stakes. Your marketing should start to mimic a B2C business.

Scale 40

Scale Startup Technical Review Software Review 40