OpenView Labs

MARCH 4, 2021

Today we know of HubSpot —the maker of marketing, sales, and service software products—as a preeminent public company with a market cap above $17B. The company struggled with poor churn and anemic expansion revenue. The company struggled with poor churn and anemic expansion revenue. Something needed to change.

Pricing 55

Pricing Outsourced Development Marketplace as a Service AWS 55

CustomerSuccessBox

JUNE 20, 2022

By collecting accurate data and comprehensive information about your customers, you can improve retention, uncover additional sales opportunities, and boost your customer health scores. Turn down the churn rate. With that, the risk of churn increases as well. Detect and Act on Upsell & Cross-sell Opportunities.

Artificial Intelligence 52

Artificial Intelligence Customer Success Software Payment Features 52

OPEXEngine

OCTOBER 5, 2021

But while software’s success in the marketplace has lifted the valuations of software companies, our analysis suggests that some firms may still be undervalued. In more mature software companies, we see oversized returns for companies that are moving to software-as-a-service subscription models (see Figure 1). Sticky after all.

Software Review 52

Software Review DevOps as a Service Software Underperforming Technical Team 52

How To Buy Saas

JUNE 7, 2023

Focus on Your Unique Selling Proposition (USP) You must concentrate on your Unique Selling Proposition (USP) to stand out in a competitive marketplace. Your USP distinguishes your company from the competition and gives clients a compelling reason to choose your products or services. trillion by 2021.

Social Media 40

Social Media Marketing Marketplace as a Service Trends 40

OpenView Labs

DECEMBER 16, 2019

An increase in competitiveness in the marketplace means candidates have more choices than ever. They want to feel like you’re invested in their success. They want to feel like you’re invested in their success. They want a product/service that’s doing something powerful. that you’re invested in their success).

Sales Recruiting 53

Sales Recruiting Sales Hiring Scale Trends 53

SaaSOptics

MAY 19, 2022

Keeping your customer acquisition costs low ensures that you’ll have greater profit margins, which can then be re-invested into your business and employees. The answer lies in your product or service’s value proposition. Churn is the percentage rate at which SaaS customers cancel their recurring revenue subscriptions. .

Acquisition 59

Acquisition Scale Strategy Software Review 59

Intercom, Inc.

JULY 11, 2019

As the General Manager for HubSpot’s Service Hub , Michael knows a thing or two about keeping customers close. Kaitlin: You’re the General Manager HubSpot’s Service Hub. Could you give me a bit of background on why HubSpot built Service Hub in the first place and the philosophy behind it?

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

Intercom, Inc.

MAY 13, 2021

A great customer success team will help you to better understand your customer’s needs, identify what “success” means to them, and in turn, help your customers realize the value of your services, creating a more successful outcome for both their team and yours. “Upmarket customers have different demands of you.

Scale 177

Scale Customer Success Strategy Sales Hiring 177

SmartKarrot

DECEMBER 18, 2020

As more and more companies are realizing the need to become customer-centric, their investment in customer service – both financial and conceptual – is rising rapidly. The need to become efficient in all the customer service processes are becoming more relevant than ever. 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

As more and more companies are realizing the need to become customer-centric, their investment in customer service – both financial and conceptual – is rising rapidly. The need to become efficient in all the customer service processes are becoming more relevant than ever. So, let’s look at those trends here. #1

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

ChurnZero

FEBRUARY 1, 2019

Leading a team of innovators and experts in their Customer Success, Professional Services, and Support organization, Amanda’s goal is to ensure that every customer optimizes the business impact of Lucidworks search and analytics deployments. “My Under her direction, marketplace utilization grew 39% in one year.

VP of Engineering 53

VP of Engineering Customer Success Scale Marketplace as a Service 53

SmartKarrot

NOVEMBER 8, 2023

Upselling Masterclass – More Than Selling, It’s Evolving Upselling is more than just pushing additional products or services onto your customers. To master the art of upselling , invest in understanding your customers’ pain points and aspirations. Tailor your offerings to align with their long-term goals.

Customer Success 10

Customer Success Marketplace as a Service Churn Onboarding 10

Totango

MAY 1, 2020

Retaining existing customers is especially important during uncertain economic times, when fewer new customers may be signing on with your service. That’s why customer retention management software is a vital component of your retention strategy. What Are the Benefits of Customer Retention Management Software?

Retention 62

Retention Software Management Marketplace as a Service 62

Stax

FEBRUARY 19, 2024

Software as a Service (SaaS) has made business software more accessible by offering cloud-based, on-demand access to a range of solutions, from project management and collaboration to sales and marketing. This creates an intensely competitive landscape with a higher churn rate, but greater customer acquisition opportunities.

SaaS Payments 88

SaaS Payments Payment Services Payments Payment Solutions 88

SmartKarrot

MARCH 26, 2021

Increase customer retention and adoption rates by conducting on-site visits, regular check-in calls, monitoring and completing CTAs, developing success plans. Work closely with Customer Services to identify customers in need of additional help, or attention, or customers that run a risk for churning.

Customer Success 10

Customer Success Sales Hiring Marketplace as a Service Scale 10

SaaStr

APRIL 30, 2022

It wasn’t the case 20 or even 10 years ago, where the business models of the internet were more focused on eCommerce, marketplaces, or even advertising. One is your churn. SaaS businesses have churn. Churn, think we’re all familiar with what churn is. We talked about churn. MRR, obviously.

SaaS Payments 241

SaaS Payments Metrics Payment Methods Scale 241

Casey Accidental

OCTOBER 18, 2021

Building a consumer marketplace to drive incremental ticket sales to event creators. Julia, our CEO, had told me she wanted me to focus on growing the self-service business faster. So I gathered as much information as I could about these different strategic initiatives, as well as digging into the core self-service business.

Technical Advisors 140

Technical Advisors Technical Review Scale Marketplace as a Service 140

ProfitWell

MARCH 11, 2020

But as cost containment becomes a priority for businesses looking to thrive in the modern digitally-transformed marketplace, keeping existing customers happy and loyal is now a primary concern. But creating customer retention strategies requires a deep understanding of your retention issues. How is customer retention measured?

Retention 52

Retention Metrics SaaS Payments Underperforming Technical Team 52

Intercom, Inc.

NOVEMBER 14, 2019

It’s time to start thinking about retention at scale and bring onboard a customer success team. Kayti argues, “Even in self-service models, there’s a relationship that they’re feeling with your product.” Retention begins to take precedence over acquisition, or vice versa. Gainsight research backs this up.

VP of Engineering 108

VP of Engineering Customer Success Churn Scale 108

ChurnZero

JUNE 22, 2021

This course is for: If you work with customers and are interested in the topics of marketing, market research, sales, customer service and strategy this course is for you. You’ll learn how to: Track churn accurately. We’ll focus specifically on marketing, sales, support, services, product, finance, and leadership.

Customer Success 92

Customer Success Churn Consulting Marketplace as a Service 92

Intercom, Inc.

APRIL 7, 2022

The company kickstarted the SaaS revolution we know so well today, but as SaaS was booming, so too was churning. Businesses quickly realized they were spending a bit too much on awareness and customer acquisition and not nearly enough on retention. And as you might have already guessed, they called it Salesforce.

Customer Success 118

Customer Success Technical Review Sales Hiring VP of Engineering 118

User Pilot

OCTOBER 22, 2023

Whether in the context of new customer activation, upselling premium features, or reducing churn, strong user engagement is a clear indicator of customers’ ongoing commitment to your product. By addressing common challenges that new users face and demonstrating the shortest path to value, you can reduce your churn rate.

Engagement 105

Engagement SaaS Onboarding Marketplace as a Service 105

Chart Mogul

SEPTEMBER 15, 2023

5 Reasons I Hate the Rule of 40 by Mikael Johnsson, SaaS Nordic While not necessarily completely useless, I would strongly argue that R40 is a metric applicable to the world of PE and public markets investing and is not a good metric for assessing the quality of venture-stage companies. Because this drives investment decisions.

Scale 52

Scale Underperforming Technical Team Sales Hiring SaaS 52

SaaStr

NOVEMBER 21, 2020

Rob Gonzalez: Operationally, I look at, in particular, my experience at Endeca, but also another startup that sold to pharmaceutical companies and other life sciences businesses and financial services companies called Cambridge Semantics. And there’s a lot of benefit to running a software as a service, in general.

SaaS Payments 265

SaaS Payments Scale Payment Services Payment Solutions 265

SaaStr

JUNE 16, 2020

I’m going to first talk about some of the insights that we’ve gotten from serving Salesforce Ventures portfolio companies, both in terms of what they’re seeing in the market and how bookings and churn and things like that are heading, but then also how they’re adjusting to this on their go to market strategies.

Sales Hiring 159

Sales Hiring Scale SaaS Payments Payment Services 159

Intercom, Inc.

JULY 21, 2022

Adam Risman , a former host of the podcast, asked Rachel what made that point when Rachel joined Slack in 2016 the right time to invest in growth marketing? One of the obvious observations about Uber these days is that the drivers’ side has more churn than the riders’ side. They had occasional advertising here and there.

Outsourcing Services 215

Outsourcing Services Sales Hiring CTO Hire Acquisition 215

SmartKarrot

APRIL 23, 2020

Customer success is fast becoming one of the most vital functions for software as a service (SaaS) companies providing subscription solutions that deliver personalized services to customers for minimal investment. It spans the entire customer journey, from product development and adoption to customer retention and growth.

Customer Success 10

Customer Success Marketplace as a Service Travel B2C 10

SmartKarrot

DECEMBER 18, 2020

Customers are getting more empowered in today’s marketplace. Companies are investing heavily on understanding their likes and dislikes so that they can make informed business decisions. It helps them in creating strategies for customer acquisition, customer retention as well as proactive engagement with the customers.

Social Media 10

Social Media Data Analysis Marketplace as a Service Customer Lifetime Value 10

SmartKarrot

DECEMBER 18, 2020

Customers are getting more empowered in today’s marketplace. Companies are investing heavily on understanding their likes and dislikes so that they can make informed business decisions. It helps them in creating strategies for customer acquisition, customer retention as well as proactive engagement with the customers.

Social Media 10

Social Media Data Analysis Marketplace as a Service Customer Lifetime Value 10

Intercom, Inc.

JANUARY 23, 2020

That’s exactly what Nick did when he made an early investment in ChartMogul’s content. For many startups, investing in content – especially evergreen content – can be a wise long-term growth strategy. Invest in partnerships to grow your reach. Among the leading causes of death? Poor marketing. So, how has Nick responded?

Underperforming Technical Team 183

Underperforming Technical Team Scale Payments Payment Services 183