ProfitWell

OCTOBER 29, 2019

We all know that churn is the not-so-silent killer of SaaS businesses. In fact, according to Tomasz Tunguz , the median SaaS business loses approximately 10% of its revenue to churn every year. Churn prevention is your proactive strategy for keeping customers around. What is churn prevention?

Churn 66

Churn Merchant Services Payment Services SaaS Payments 66

Valuize Consulting

APRIL 8, 2022

To prevent customers from churning , you need to know your customers’ tipping point – the point where they will either go down the path of retention and expansion or they’ll churn. Reporting on metrics that answer these questions will give you deeper insights into your customer’s health and highlight early signs of churn.

Innovation 52

Innovation Underperforming Technical Team Outsourced Development Compensation 52

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 283

Metrics Churn Engineering Innovation 283

Tom Tunguz

MARCH 10, 2016

The best way I’ve found to describe it is a technology innovation leading to a go-to-market advantage. RelateIQ machine learning to offer an innovative customer relationship management software to sales teams. Innovation = Invention + Go To Market. Software is a competitive world. But, technology is not enough.

Scale 100

Scale Innovation Technology Marketplace as a Service 100

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 239

ChatGPT AWS SaaS CTO 239

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 224

Scale Compensation B2B Innovation 224

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 248

Banking Payment Features Venture Capital Subscription 248

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 282

Sales Hiring Revenue Scale SMB 282

Chart Mogul

OCTOBER 29, 2020

Schremser tells us the story of how the Usersnap team turned churn analytics into a powerful tool to improve their product. Churn rates can keep business owners and leaders up into the wee hours of the night, head-scratching why it can’t be reduced to a reasonable amount. We were able to figure out why our churn was so high.

Churn 74

Churn Underperforming Technical Team Development Technical Review 74

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 309

Innovation Churn Enterprise Startup 309

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 255

Scale Engineering Payment Features Sales 255

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 250

SMB Scale Marketing Sales 250

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 230

CTO Hire CTO Sales Hiring Innovation 230

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 230

Sales Hiring Leadership Innovation Retention 230

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 Investment Sales Recruiting Strategy 251

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 185

Development Innovation Company Culture Consulting 185

Chart Mogul

OCTOBER 29, 2020

Schremser tells us the story of how the Usersnap team turned churn analytics into a powerful tool to improve their product. Churn rates can keep business owners and leaders up into the wee hours of the night, head-scratching why it can’t be reduced to a reasonable amount. We were able to figure out why our churn was so high.

Churn 52

Churn Underperforming Technical Team Development Technical Review 52

Totango

JANUARY 3, 2024

Our customers achieved impressive outcomes in 2023 and leveraged critical Totango functionality to prevent churn, increase revenue growth, and boost team productivity—downloading 1,737 SuccessBLOCs, delivering 40 million emails, and creating 110,184 workflows. These behaviors will guide our strategy as we continue to evolve and innovate.

Software Review 111

Software Review Scale Customer Success Innovation 111

User Pilot

OCTOBER 2, 2023

You can use exit interviews and surveys for generative research to improve customer churn by uncovering issues. Generative research is a user research approach that delves into understanding users to unearth opportunities for innovation and address real-world problems. Exit interviews pinpoint reasons for churn and improvement areas.

Interviewing 103

Interviewing Benchmarks Innovation Onboarding 103

User Pilot

MAY 2, 2024

Key metrics to measure customer retention include customer retention rate , customer churn rate , customer acquisition cost, and customer effort score. Use product analytics to find friction points and anticipate user churn. Monitoring user behavior reveals negative trends linked to churn. Retention metrics: Churn rate.

Retention 85

Retention Metrics Strategy Scale 85

Chart Mogul

MAY 2, 2024

At ChartMogul, we prioritize innovation, constantly enhancing our platform to better serve our customers. For the first time ever, we’re publishing ChartMogul’s product roadmap publicly, covering what we’re building through to the end of 2024. This saves you time on tasks like updating statuses, adding tags and assigning owners.

Payment Features 52

Payment Features Subscription Benchmarks Churn 52

Blulogix

FEBRUARY 19, 2024

With the cost of acquiring new customers significantly higher than retaining existing ones, businesses are increasingly focusing on innovative strategies to enhance customer experiences and reduce churn. The ability to upgrade, downgrade, or pause subscriptions can prevent churn by providing flexibility to your customers.

Retention 52

Retention Engagement Strategy AI Search 52

SaaStr

APRIL 14, 2023

If you aren’t sure if you have a rock-solid value prop, look at churn, revenue, and even the ability or inability to raise funds. Investors want to know about metrics, the drivers of your business, and whether users are growing, engaged, or churning. This business models assume the end user knows how to use it.

Development Team Review 242

Development Team Review Technical Review Underperforming Technical Team SMB 242

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 239

Payment Methods Payment Solutions Payment Services Scale 239

Blulogix

FEBRUARY 24, 2024

As businesses strive for agility and precision in their monetization strategies, the integration of these advanced technologies offers unprecedented opportunities for innovation, customization, and efficiency. This predictive capability can significantly reduce churn rates, securing a stable revenue base.

Artificial Intelligence 52

Artificial Intelligence Machine Learning AI Search AI 52

SaaStr

APRIL 26, 2020

Innovation Is Dead in Enterprise. For the past 5-7 years, SaaS in the enterprise has been turbocharged by CIOs and buyers wanting to bring innovation into the enterprise. If You “Hold The Line” on Pricing, But Churn Goes Up, You May be Losing, Not Winning. This is an important point. That’s on hold.

Technical Review 316

Technical Review Venture Capital Innovation Pricing 316

Blulogix

APRIL 12, 2024

Innovate Your Pricing Strategy: Leverage complexity in pricing models to introduce innovative billing solutions that align closely with customer usage patterns and perceived value, enhancing customer loyalty and satisfaction.

Payment Features 52

Payment Features Subscription Payments B2B 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 227

Outsourcing Services Scale Outsourced Development Marketing 227

User Pilot

MARCH 25, 2024

To improve your company valuation, reduce churn by optimizing the customer journey , use feedback to improve customer experience, optimize your pricing strategy, focus on account expansion , and leverage product virality for customer acquisition. Customer churn rate Customer churn rate is the percentage of users lost in a given period.

SaaS 93

SaaS Customer Lifetime Value Acquisition Metrics 93

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 254

Revenue Sales Hiring Leadership Scale 254

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 145

Innovation Churn Cloud Branding 145

User Pilot

MARCH 14, 2024

You can use customer analytics to create targeted marketing campaigns, inform product development, and reduce churn , among other things. Churn rate. Prevent churn by identifying at-risk users with NPS. Support teams can proactively address issues that lead to churn. Identify friction and remove it. User effort score.

Customer Lifetime Value 94

Customer Lifetime Value SaaS Underperforming Technical Team Retention 94

User Pilot

DECEMBER 13, 2023

The jobs-to-be-done (JTBD) framework is a customer-centric tool for product development and innovation, focusing on understanding the specific tasks or “jobs” customers hire products to do, providing insights into customer motivations, guiding innovation, aligning product features with real needs, and aiding in market segmentation.

Software Review 104

Software Review Underperforming Technical Team Interviewing Innovation 104

User Pilot

MAY 2, 2024

In the article, we share 24 customer retention marketing tactics that will help you reduce churn and increase your product performance. Use cancellation surveys to understand churn reasons and win back potential churners. Vital for continuous improvement and innovation. And gradually churn. Let’s get to it.

Retention 89

Retention Marketing Customer Lifetime Value Onboarding 89

Blulogix

FEBRUARY 18, 2024

Product and Service Innovation: Analytics uncovers gaps in current offerings and highlights areas for improvement or innovation. Churn Prediction and Prevention: Advanced analytics can predict which customers are at risk of churning by identifying patterns in behavior that precede cancellation.

Strategy 52

Strategy Data Marketplace as a Service Sales Hiring 52

SmartKarrot

OCTOBER 2, 2023

Churn—the rate at which customers stop using a product or service—is a challenge many businesses face. But, with the right strategies and approach, you can significantly reduce churn rates and drive long-term customer success. In this post, we list out 15 key points in a customer life-cycle journey to cut churn rates by half.

Churn 10

Churn AI Onboarding Customer Success 10

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 277

Metrics Benchmarks Scale Acquisition 277