Intercom, Inc.

OCTOBER 7, 2020

. “Support isn’t just a cost center, but a strategic investment that increases customer retention and reduces churn” Indeed, if you look at the broader financial models of customer support, you’ll see that support isn’t just a cost center, but a strategic investment that increases customer retention and reduces churn.

Customer Support 196

Customer Support Investment Scale Retention 196

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business. Invest in Your Customer Success Team.

Churn 95

Churn Strategy Technical Review Benchmarks 95

SaaStr

JULY 13, 2020

Q: What was your failed investment experience and where will you never invest funds again? I’ve made about 30 material investments. Most have been successful, but of course not all have and I’ve been reflecting on the ones that didn’t, because they still had attractive elements when I invested. More on them here.

Technical Cofounder 222

Technical Cofounder Investment New CTO CTO 222

Chargebee

DECEMBER 12, 2023

Some of us have heard/read/believed (even before 2023) that retaining customers delivers better ROI for our invested capital than spending additional money to acquire new customers. Churn is a deceptively simple concept: Simple because it’s easy to align on the truth that customer churn is terrible […]

Retention 52

Retention Churn Payments Management 52

Neil Patel

MARCH 26, 2021

From social media to Google Ads , companies invest thousands of dollars a month into paid ads. However, there’s a lurking metric you might not be tracking: your PPC churn rate. What is the elusive PPC churn rate, and, more importantly, why should you care? What Is PPC Churn Rate? It’s a pay-to-play world.

Churn 141

Churn Software Review Onboarding Interviewing 141

Tom Tunguz

JULY 19, 2018

As the product team talks to customers, they are likely to hear feedback encouraging more investment in MMRs and neutralizers. The startup must invest in that differentiation to sustain their market lead. Defending differentiation, investing in it, and reinforcing the startup’s competitive advantage. Push through.

Investment 212

Investment Startup Churn Engineering 212

Totango

JANUARY 26, 2021

Being proactive about churn prevention provides an antidote to customer attrition. Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention?

Churn 89

Churn Retention Underperforming Technical Team Technical Review 89

Sixteen Ventures

SEPTEMBER 10, 2020

It’s critical to understand why your customers churn, but if you’re relying solely on the reason the customer gives you for that churn, you’re definitely missing the actual reason. It’s easy, but it’s not going to get you the answer you need to keep future churn from happening. Churn: Syntax and Nomenclature.

Churn 131

Churn Customer Success Systems Review Outsourced Development 131

Sixteen Ventures

AUGUST 14, 2022

That is, reduce “logo” churn or, put another way, keep customers from canceling or not renewing. Contraction at Renewal is a massive drag on NRR that is often hidden by “great” customer retention rates or “below average” churn. Why they’re investing in you. Four Ways to Improve NRR. Increase Expansion. Mobilize Advocates.

Customer Success 97

Customer Success Investment Sales Hiring Retention 97

Sixteen Ventures

MARCH 9, 2024

While initial excitement can fuel product adoption, failing to […] The post Bridging the Engagement Gap: Keeping Customers Actively Invested appeared first on Customer-centric Growth by Lincoln Murphy.

Engagement 64

Engagement Investment SaaS Growth Hacking 64

Chart Mogul

JULY 8, 2020

Tired of the same ol’ “X proven ways to reduce customer churn”? SaaS companies dedicate a lot of time and money to the same goal — they want to give customers a reason to stay and reduce churn. But no matter what that personality is for your brand, it’s consistency that counts for reducing customer churn.

Branding 133

Branding Churn Underperforming Technical Team Retention 133

Totango

DECEMBER 1, 2020

A high churn rate can reflect poorly on your enterprise and require you to invest more in customer acquisition; retention efforts are far less costly and often provide more positive results. In order to properly prevent customer churn, it’s crucial to understand the common factors that lead to churn in the first place. .

Churn 65

Churn Systems Review Onboarding Trends 65

Sixteen Ventures

AUGUST 1, 2018

Churn… ya boring. I’m so over talking about churn and if you really understand what Customer Success is all about , you should be, too. Churn is so easy to get rid of… you just have to do five simple things. Once churn is a non-issue, you can focus on growth. You can’t hack churn away.

Churn 129

Churn Underperforming Technical Team Sales Hiring Customer Success 129

ChurnZero

SEPTEMBER 16, 2022

When a financial slowdown approaches, the smartest businesses look for areas where their investment has the best leverage. In good times, a lot of investments that a company makes are really focused on new sales. Focus on your customers’ top three churn risks. Episode highlights. What are those reasons?

Customer Success 98

Customer Success Investment Churn Retention 98

SaaStr

APRIL 8, 2024

The #1 issue I see is not understanding what investments really are accretive — and which aren’t. Venture capital, if you raise it, is there to invest. A customer success team that can’t drive down churn and drive up NPS = cash drain. Dear SaaStr: Why Do VC Backed Startups Seem To Almost Always Be Running Out of Money?

Sales Hiring 181

Sales Hiring Scale Startup Venture Capital 181

Totango

JANUARY 23, 2020

You are not powerless in the face of churn. There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan. Think of churn like a risk that can be negotiated like any other. . Why Churn Matters.

Churn 105

Churn Enterprise Strategy Management 105

SaaStr

JANUARY 24, 2024

How do you diagnose and solve churn? So, Dini came in, looked at the data around churn and usage, talked to customers, defined and narrowed Lattice’s core ICP, and made a few changes: They put a minimum in place not to sell to anyone under $4k. So, Calendly decided to invest in going Enterprise.

Scale 209

Scale Sales Hiring Scaling Revenue 209

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Q: Please introduce yourself.

Churn 52

Churn Management Systems Review Onboarding 52

OPEXEngine

NOVEMBER 8, 2022

Usually, customer churn rate is every SaaS company’s worst enemy. But in this article, we’re going to show you how to not only deal with churn effectively but also how you can use your customer churn data as a valuable tool to build your business. Voluntary churn vs. involuntary churn: What’s the difference?

SaaS Payments 52

SaaS Payments Finance Churn Payment Services 52

OPEXEngine

NOVEMBER 8, 2022

Usually, customer churn rate is every SaaS company’s worst enemy. But in this article, we’re going to show you how to not only deal with churn effectively but also how you can use your customer churn data as a valuable tool to build your business. Voluntary churn vs. involuntary churn: What’s the difference?

SaaS Payments 52

SaaS Payments Finance Churn Payment Services 52

Totango

MAY 8, 2020

A SaaS churn analysis is more than a quick calculation of your customer churn rate. It provides a window into the causes and effects that are affecting your churn rate, including your customers’ needs and whether they are being met. SaaS Churn Analysis Benefits. The Value of Churn Analysis During a Crisis.

Churn 77

Churn SaaS Retention Enterprise 77

ChurnZero

NOVEMBER 11, 2022

Overall, the industry’s top five measurements of success are NRR, gross revenue retention (GRR), churn rate, logo retention rate and expansion revenue—while “softer” metrics like NPS appear only further down the list. This dedicated role shows investment in Customer Success and a greater level of maturity in the function. .

Leadership 98

Leadership Trends Customer Success Investment 98

SaaStr

MARCH 30, 2024

It’s one thing to invest in an area where only 5% of your business is today. More on that here: Beware of the Confidence of High Win Rates Not being 100% laser focused on NPS and CSAT (and driving down churn). Let me list some of the ones I see most often going from say $1m to $10m in ARR: Chasing the Shiny Penny.

Scaling 256

Scaling Revenue Underperforming Technical Team Market Segmentation 256

Chart Mogul

NOVEMBER 24, 2022

After all, it’s the customer success teams that drive growth through retention and churn mitigation. So, what’s the best way to drive retention and mitigate churn in 2023? After all, it’s the customer success teams that drive growth through retention and churn mitigation. Analyze Your Churn Data for Any Patterns.

Churn 52

Churn Retention Underperforming Technical Team Scale 52

User Pilot

FEBRUARY 7, 2020

Because it improves customer retention and reduces churn. found that a mere 5% reduction in churn can lead to a profit increase of 25-125%. One of the biggest reasons that customers churn is that they don’t know how to use your product. That’s why it’s so important for SaaS companies to invest in customer education.

Education 84

Education Churn SaaS Onboarding 84

Natalia Luneva

JANUARY 13, 2021

This article will answer the main questions that SaaS founders and market ers have about losing SaaS customers, in other words, user churn: What is SaaS churn definition and why lowering it matt ers? How to calculate this metric and what’s the average SaaS churn rate? How can Sa aS companies reduce its churn rate?

SaaS Payments 105

SaaS Payments Payment Methods Churn Payment Services 105

SaaStr

MAY 12, 2023

We tend to intuitively think annual contracts help combat churn, but they really don’t — they just defer it. This is consistent with my experience and across 30+ investments. There are a lot of great learnings and metrics in the report, and a few stood out to me: #1. This data confirms that.

Startup 300

Startup SaaS Retention Churn 300

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Q: Please introduce yourself.

Churn 52

Churn Management Customer Success Subscription 52

ProfitWell

OCTOBER 16, 2019

It’s the question on every SaaS founder’s lips: Is my churn rate too high? A “good” churn rate for one company might be terrible for another. Worse, comparing average churn rates across different markets and industries will leave you mired in confusing statistics and contradicting studies. What is the average churn rate?

Churn 55

Churn SaaS Payments Payments Payment Methods 55

Clouded Judgement

MARCH 22, 2024

At contract expiration these customers either renew (sign another contract with same annual value), expand (sign another contract with higher annual value), contract (sign another contract with lower annual value), or churn (stop being a customer and spend goes to zero). Altimeter is an investment adviser registered with the U.S.

AI 183

AI Revenue Cloud Technical Advisors 183

SaaStr

JANUARY 31, 2024

If you'd just invested in ServiceNow's IPO You'd be up 3,094.02%!! So you wouldn’t expect much overnight churn. at that scale, with 1,900 $1m+ customers. And it’s trading now at an all-time high of $160 Billion, or 16x (!) Far, far ahead of the average of 6x today. jasonlk) January 30, 2024 Wow.

Enterprise 254

Enterprise Scaling Churn Engineering 254

SaaStr

NOVEMBER 13, 2022

But I’ve made 30+ investments, and while many have been big wins, some haven’t. Here’s what’s caused startups I’ve invested in to fail, or at least, not to thrive and succeed: Founder conflict. This hasn’t driven any startup I’ve invest in 100% to failure, but it’s driven them to unoptimal exits. Too much churn.

Startup 191

Startup Venture Capital Scale Churn 191

Totango

MAY 19, 2020

As their customers are presented with changing markets and deal with the uncertainty that comes with current events, SaaS companies must be prepared for a potential wave of churn. Be Lean and Agile to Reduce Customer Churn in SaaS. What we do know is that in times of crisis, people cling to things of value.

SaaS Payments 77

SaaS Payments Churn Payment Solutions Payment Methods 77

Clouded Judgement

APRIL 11, 2024

The first few months of this year felt like a lot of churning in the market. It is calculated by taking the annual recurring revenue of a cohort of customers from 1 year ago, and comparing it to the current annual recurring revenue of that same set of customers (even if you experienced churn). net retention and CAC payback).

Cloud 177

Cloud Software Azure AWS 177

Full Session

DECEMBER 4, 2022

For this reason, companies must conduct a customer churn analysis and keep a finger on their churn rate – a statistic that shows the percentage of customers who stopped making purchases from a company. To conduct customer churn analysis, you need specialized tools that help you collect user behavior data. What is customer churn?

Churn 52

Churn Payment Services Payments SaaS Payments 52

Tom Tunguz

NOVEMBER 6, 2021

All of the sales and marketing dollars invested to obtain persuade the buyer to put digital ink to pdf have been recouped immediately. And the company has two years of marginal profit to invest in the GTM. Especially if logo churn is low, account expansion is strong, and the sales cycles are brief.

Sales Hiring 309

Sales Hiring Scale Payments Payment Solutions 309