Blulogix

MARCH 24, 2025

By BluLogix Team AI Billing Innovations, Usage-Based Pricing, Credits, and Prepaid Models AI Billing Needs a New Approach Unlike traditional SaaS, AI products often require real-time metering and consumption-based pricing. As AI adoption scales, we can expect even more innovative approaches to monetization.

AI Search 59

AI Search Payments Innovation AI 59

SaaStr

DECEMBER 15, 2020

A ways back I put together a series of SaaStr posts on how the customers I visited in person never churned. Some almost churned, but if I went out in person, and built a relationship, they never left. They get that innovation comes from new vendors. Consistent innovation, and consistent dialogue, helps a lot here.

Innovation 318

Innovation Churn Startup Enterprise 318

SaaStr

FEBRUARY 25, 2025

This provides an efficient way to evaluate potential additions to your tech stack, negotiate deals, and discover innovative solutions to operational challenges. Sessions often cover specific benchmarks for customer acquisition costs, churn rates, expansion revenue, sales efficiency, and other SaaS-specific metrics.

Sales Recruiting 195

Sales Recruiting Scale CTO Hire Sales Hiring 195

SaaStr

NOVEMBER 18, 2020

What if a customer churns, but is on an annual contract? There's no such thing as a Gross Burn Rate * If your cash collections < MRR, your MRR is wrong * The later the investor update, the worse the month * There's no churn that "doesn't count" * Your NPS is lower than u think. What if the client never deploys?

Metrics 314

Metrics Banking Scale Churn 314

SaaStr

DECEMBER 4, 2022

NPS isn’t tied to upsells, churn, or revenue. I cared much, much more about our net negative churn rates per segment (and that the metrics here were always improving), than some abstract NPS score of 42. ”) NPS doesn’t give any credit for innovation in the future. I wanted to see the future. out of my hands!”)

Metrics 293

Metrics Churn Engineering Innovation 293

Tom Tunguz

MARCH 1, 2021

Let’s talk about the innovation and then the implications. A data scientist might develop a churn prediction algorithm. We haven’t seen an architectural shift in SaaS since the advent of the multi-tenant database, which allowed SaaS companies to put all of their data across customers on a single database.

Data 363

Data Artificial Intelligence Machine Learning SaaS 363

SaaStr

APRIL 24, 2022

10 Rules for Defining Churn with SVP of Customer Success & Retention at Solarwinds, Andrea Webb, and SVP of Commercial Strategy & Operations at ForgeRock, Tim Willey. Learnings from Innovating in Underserved Markets with Samsara CPO Kiren Sekar.

Sales Hiring 293

Sales Hiring Revenue Scale SMB 293

SaaStr

APRIL 25, 2021

Missed Opportunities to Innovate: Simply making updates in response to a problem won’t cut it if you want to create a truly exceptional experience. The missed innovation opportunities negatively impact your employees as much as the customers. The Double Diamond Innovation Framework.

Development 251

Development Innovation Company Culture Consulting 251

SaaStr

JUNE 19, 2022

Two SaaS Metrics That Actually Don’t Matter That Much in the Earliest Days: Absolute Churn and Sales Cycles. Learnings from Innovating in Underserved Markets with Samsara CPO Kiren Sekar. Late Stage VC is Kind of Frozen, Down at Least 40%. 5 Interesting Learnings from Zoom at $4.3B Top Podcasts This Week: 1.

CTO Hire 290

CTO Hire CTO Sales Hiring Innovation 290

SaaStr

FEBRUARY 20, 2022

The Silent, Lurking Churn: Activation Rates Less Than 90%. How To Innovate Faster with Community: Insights From GitLab CEO Sid Sijbrandij. Plan For It. 30+ SaaS CEOs Share The Signs Their First VP of Sales … Just Wasn’t Going to Work Out. 5 Interesting Learnings from CS Disco at $120,000,000 in ARR.

SMB 283

SMB Scale Sales Marketing 283

SaaStr

MAY 8, 2022

SaaStr 549: From 0 to $500 Million ARR in 6 years: Learnings from Innovating in Underserved Markets with Samsara CPO Kiren Sekar. 10 Rules for Defining Churn with SVP of Customer Success & Retention at Solarwinds, Andrea Webb, and SVP of Commercial Strategy & Operations at ForgeRock, Tim Willey. Top Videos This Week: 1.

Scale 284

Scale Engineering Payment Features Sales 284

SaaStr

DECEMBER 14, 2021

As a result, the logo churn went up, the NRR stopped increasing, and the deal rate decreased as the sales cycle got longer. The platform innovations slowed temporarily, which drove churn higher. SaaS KPIs Suddenly Taking a Turn for the Worse. Enter your email below for the latest SaaStr updates.

Sales Hiring 307

Sales Hiring Data AWS Leadership 307

Tom Tunguz

MARCH 24, 2019

The innovation results in higher quality calls. If we examine net dollar retention, the current value of last year’s cohort today net of churn and gross of expansion, we see Zoom is in the top decile at 140%. He and his team authored a new codec, which is far more resilient than others.

Metrics 279

Metrics Benchmarks Scale Acquisition 279

Intercom, Inc.

JUNE 2, 2021

Some problems need a straightforward solution, while others require more innovation. Our team aligns on three points: Innovation . Innovation. Is this solution something we want to innovate on and own as an industry leader and differentiator, or is it table stakes where we want to be on par with the market? Investment .

Innovation 251

Innovation Sales Recruiting Investment Strategy 251

User Pilot

APRIL 3, 2024

Are you being innovative in your product? Product-led innovation focuses on creating the best product for your customers. TL;DR Product-led innovation emphasizes improving the product to attract customers, reducing reliance on marketing for growth. A diagram showing how product-led growth works for product-led innovation.

Innovation 104

Innovation Payments Strategy Payment Solutions 104

SaaStr

MAY 1, 2022

SaaStr 549: From 0 to $500 Million ARR in 6 years: Learnings from Innovating in Underserved Markets with Samsara CPO Kiren Sekar. 10 Rules for Defining Churn with SVP of Customer Success & Retention at Solarwinds, Andrea Webb, and SVP of Commercial Strategy & Operations at ForgeRock, Tim Willey. Are You Fundable in 2022?

Sales Hiring 260

Sales Hiring Leadership Innovation Retention 260

SaaStr

NOVEMBER 17, 2022

The Bank also offers venture banking products including a comprehensive suite of financial services focused on entrepreneurial and venture-backed businesses and their venture capital and private equity investors, with offices located in key innovation hubs across the United States.

Banking 261

Banking Payment Features Venture Capital Subscription 261

SaaStr

APRIL 13, 2023

In times of anemic NPS and high customer churn, DevRev strives to create the world’s most customer-centric companies led by happy developers. Our vision is a world where everyone has the power to innovate without limits. Domo transforms business by putting data to work for everyone.

Scale 259

Scale Compensation B2B Innovation 259

Intercom, Inc.

NOVEMBER 18, 2020

And for an industry as fast-moving and innovative as ecommerce, 10 years can feel like a lifetime. Enter the innovative ecommerce platforms and payment tools of the mid-2000s. As Fergusson points out: . “10 10 years ago, we didn’t have Google Pay or Apple Pay. Cash was still king in most retail environments.

Payment Methods 240

Payment Methods Payment Solutions Payment Services Scale 240

SaaStr

DECEMBER 13, 2021

Open Source is one of the most successful enablers of global innovation in history, and Linux has grown into the most important software platform in the world, dominating every market it enters. Innovation happens more easily on Open Source in a SaaS model. Open Source is an innovation that’s here to stay. Key takeaways.

Enterprise 246

Enterprise AI SaaS AWS 246

SaaStr

OCTOBER 26, 2023

In a year like this, SMB is doing worse, with a lot more churn and startups going out of business. The great part about having a couple of thousand startups using your product every day is there is so much innovation. Sometimes, it might look like SMB churn when they’re really just moving into mid-market. has 3% unemployment.

Sales Hiring 281

Sales Hiring AI SMB Scale 281

Totango

APRIL 6, 2023

Rather than see engagement dwindle and lead to customer churn and lost revenue, Totango customers can now scale engagement with a digital-first approach: Video Business Reviews, personalized video content sent through Totango campaigns. And stay tuned for some exciting announcements on Totango product innovations coming soon!

Innovation 92

Innovation Scale Revenue Technical Review 92

SaaStr

AUGUST 9, 2024

This was around 2017, and CS became simpler and focused on post-sales, retention, and reduced churn. Maintain a small company mindset to foster ongoing innovation and growth. It’s sad when a company loses that innovation mindset that helped it to get where it is.

Scale 291

Scale Sales Hiring Scaling Startup 291

Tom Tunguz

OCTOBER 9, 2024

Klarna, the Swedish fintech giant, is making waves by churning from industry-standard software like Salesforce and Workday in favor of building its own internal systems with AI. More than just changing software, burning the boats & forcing a company to reimagine workflows with a blank slate can be a powerful way to drive innovation.

Scale 228

Scale AI SaaS Cloud 228

SaaStr

JUNE 5, 2020

Carlota Perez argues in her book Technological Revolutions and Financial Capital that in the early days of a “golden age”, financial capital is necessary to fuel new technology innovation. . Churn under 10% annually? Once that technology is better understood, production capital moves in to drive mainstream adoption of the technology.

Venture Capital 297

Venture Capital Technical Review SaaS Scale 297

Tom Tunguz

APRIL 13, 2018

The web was still the center of innovation. And the demo provided founders a chance to explain these innovations. Net negative churn. It was the height of the Web 2.0 The iPhone was just a year old and mobile hadn’t blossomed yet. I felt like I was seeing a wisp of the future incarnated in code. Market size.

Scale 189

Scale Innovation Mobile Churn 189

SaaStr

DECEMBER 20, 2023

” For companies like ZoomInfo, their tech cohort of customers went from its fastest-growing for two decades running to now reducing spend or just churning outright. By freeing up that space, you can start to ask your team where the innovation is. The post What’s New at ZoomInfo with CEO Henry Schuck appeared first on SaaStr.

New CTO 312

New CTO Scale Sales Hiring CTO Hire 312

User Pilot

APRIL 24, 2025

This article shares exciting product manager roles focused on retention and churn and showcases standout candidates in the field. This role is pivotal in creating the most engaging creative tools for users, with a focus on drawing, playing, and the innovative use of generative AI.

Payment Methods 52

Payment Methods Payment Solutions Retention Churn 52

SaaStr

MARCH 2, 2022

A larger business, however, may have less appetite to spend on innovation. Encourage your teams to innovate and give them the space to do so without penalty. Many companies are great at bringing in prospects and closing the deal but have churn issues later. Decide upfront how you will measure success, then trust the results.

Outsourcing Services 246

Outsourcing Services Scale Outsourced Development Marketing 246

SaaStr

MARCH 9, 2022

Sometimes, it takes innovative thinking to pull more revenue out of a current customer base or business model. Along with a higher growth rate, leadership should also pause to review their retention and churn rates. The Five Key Growth Levers. Pursue Diverse Revenue Models. Think of this as squeezing more juice from the same lemon.

Revenue 261

Revenue Sales Hiring Leadership Scale 261

SaaStr

MAY 30, 2019

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. The #1 brand may not be the most innovative or exciting.

Innovation 164

Innovation Churn Cloud Branding 164

SaaStr

JULY 25, 2023

It brings together industry leaders, innovators, and customers to showcase the latest products and technologies. The SaaS Awards : The SaaS Awards is an annual awards program recognizing excellence and innovation in SaaS products and services across various categories.

ChatGPT 189

ChatGPT AWS SaaS CTO 189

Tom Tunguz

JUNE 28, 2017

All the while, product innovation stalls. For a startup, whose competitive advantage is speed, this innovation hiatus has an enormous and unquantifiable cost. Refactoring is a worthwhile investment when customers will churn. These large refactoring efforts can take months or sometimes years. That’s my heuristic.

Startup 189

Startup Government Innovation Engineering 189

Stax

JUNE 3, 2025

SaaS companies that invest in onboarding, customer education, and proactive support tend to see higher engagement and lower churn. After all, innovation in SaaS isn’t a one-time eventit’s a continuous commitment to solving real customer problems.

Payment Services 88

Payment Services DevOps as a Service SaaS Payments Payments 88

SaaStr

MAY 4, 2022

No matter how innovative a product might be, a business can only succeed if it enables its customers. Understand your key stats, whether that’s MRR, ARR, or churn. But, as a business grows, teams may find that this success hinges on overcoming one final hurdle: building a financial stack. Whatever the priority, testing is key! .

Payment Features 259

Payment Features Payment Services Outsourcing Services Payment Solutions 259

SaaStr

DECEMBER 12, 2022

Whether you’re disrupting a legacy space or jumping into a crowded market, there’s always room for product differentiation and innovation. The shorter the time frame to get value, the more likely you will attract a user and avoid customer churn. The strategies you deploy. The service you deliver. “If

Payment Methods 241

Payment Methods SaaS Payments Company Culture Payment Solutions 241

Intercom, Inc.

JULY 14, 2020

Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue. Intimacy (your emotions): “I feel comfortable asking for more help or discussing this topic with my CSM.”. Self-orientation (your motives): “My CSM cares about my success with the product.”.

Customer Success 250

Customer Success Management Technical Review Onboarding 250