Intercom, Inc.

NOVEMBER 14, 2019

It’s time to start thinking about retention at scale and bring onboard a customer success team. She joined the company in 2007 back when it was just 30 people and has been instrumental in helping the company scale both its team and its market share over the years. Why you need a customer success team.

VP of Engineering 108

VP of Engineering Customer Success Churn Scale 108

SaaStr

JUNE 21, 2024

These nine sales concepts, when done correctly, will greatly improve your sales and sales teams. #1: Most people think you need to hire more salespeople in a demand-poor environment. Demand-poor environments lead to problems like: Sales reps clinging on to opportunities for too long. That’s the wrong answer.

Sales Recruiting 290

Sales Recruiting Sales Hiring Scale Outsourced Development 290

SaaStr

JUNE 4, 2021

Pomel focused his session on: Making your SaaS startup customer-centric: Hw event marketing has helped him integrate his engineering and sales teams. How many of you guys’ product rely on the highly functioning engineering team? Helping the engineering teams run smoothly and being super productive thanks to mentoring.

Scale 317

Scale Underperforming Technical Team Sales Hiring Engineering 317

SaaStr

JANUARY 24, 2024

How do you diagnose and solve churn? How should you handle presenting challenges to your C-suite team when you’ve just joined the company? Lattice had a product-led growth flow on the website while the sales team was still trying to sell the PLG companies The good news is Lattice had a lot of activity and initiatives at play.

Scale 273

Scale Sales Hiring Scaling Revenue 273

Intercom, Inc.

MARCH 12, 2019

A little over a year ago, I got the opportunity to start a new team within our sales organization – a team of Relationship Managers dedicated to growing our current customers at scale. To do the first, we had to hire, train, and write a playbook – the building blocks of any team. Relentlessly measure impact.

Sales Hiring 171

Sales Hiring Sales Recruiting Underperforming Technical Team Scale 171

SaaStr

JULY 1, 2021

The second is pulling more around values, and how we approached team building. Even as a three person team, we went through an exercise to figure out what do we stand for, as a team? Sam : This is not my insight, but someone else says… I really do believe it, that the team you build is the company you build.

VP of Engineering 293

VP of Engineering Sales Hiring Sales Recruiting Underperforming Technical Team 293

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 94

Churn Retention Underperforming Technical Team Technical Review 94

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 SMB markets can test out features that aren’t built to scale yet, and as they succeed, Greenhouse invests in them and rolls them out to Enterprise customers. Daniel’s team is an anti-gravity device. has 3% unemployment.

Sales Hiring 281

Sales Hiring AI SMB Sales Recruiting 281

User Pilot

JANUARY 31, 2023

How to prevent churn by identifying at-risk customers? In SaaS, you can grow your revenue only if your churn rate is low, so retaining at-risk customers is crucial. In this article, we will discuss the ins and outs of at-risk customers, how to detect them, and five actionable strategies to help you prevent churn.

Churn 98

Churn Underperforming Technical Team SaaS Payments Payment Solutions 98

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

SaaStr

JULY 15, 2022

Jason Lemkin: Yeah, I think if you ask how applicable is SEO, programmable is maybe a different question, but I tell you every single SaaS company I have invested in or worked with that has made a commitment to building at least one high quality piece of content per week has seen significant ROI from SEO over a period of months or a year.

Scale 293

Scale Outsourcing Services Sales Hiring VP of Engineering 293

Intercom, Inc.

JUNE 23, 2020

The businesses who are thriving right now, despite increasing support volume and a mandate to cut costs, are the ones investing in this new way of doing customer support. Once every decade or two, developments in technology trigger monumental changes in an industry. There are massive risks for those who don’t follow.

Customer Support 245

Customer Support Scale Underperforming Technical Team Scaling 245

SaaStr

APRIL 30, 2022

The second constituent there is the developer. Why do developers love SaaS products? One is your churn. SaaS businesses have churn. Churn, think we’re all familiar with what churn is. Churn defines your average lifetime of your customer. We talked about churn. MRR, obviously.

SaaS Payments 246

SaaS Payments Metrics Payment Methods Pricing 246

Chaotic Flow

AUGUST 18, 2015

SaaS businesses develop intimate, long term relationships with their SaaS customers. If they don’t keep their customers around for years, then all that capital invested in customer acquisition will have gone to waste. Churn Starts on Day One. It begins, because churn starts on day one. Onboard in Real Time.

Customer Success 138

Customer Success Underperforming Technical Team Scale SaaS 138

User Pilot

APRIL 24, 2025

Want to advance your career in product management or find top talent for your team? This article shares exciting product manager roles focused on retention and churn and showcases standout candidates in the field. Stripe They’re looking for a senior Product Manager to lead a pillar within our LPM Cost Optimization team.

Payment Methods 52

Payment Methods Payment Solutions Retention Churn 52

Baremetrics

OCTOBER 11, 2021

Once users are in a position to invest in such a service, your SaaS should be the first that comes to mind. Building an organic audience through content marketing is also one of the most cost efficient marketing strategies available to SaaS start-ups that can’t afford to invest in expensive ad placements. Try Baremetrics free.

Content Marketing 113

Content Marketing SaaS Payments Investment Business 113

Baremetrics

NOVEMBER 2, 2021

Shopify is a huge opportunity for developers looking to expand into the micro-SaaS space. The Shopify App Store brings together Shopify app developers and Shopify shop owners for their mutual benefit. Why you need to track business metrics for Shopify App Developers 10 business metrics for Shopify App Developers 1.

Outsourced Development 98

Outsourced Development Payment Solutions Underperforming Technical Team Metrics 98

Intercom, Inc.

APRIL 23, 2019

Even the strongest customer testimonials won’t prevent churn if people don’t understand how to use your product. Done poorly, your hard-won user can quickly become a churn statistic. How much have users invested upfront? A poor onboarding experience can lead to refunds or cancellations that you can’t afford.

Onboarding 199

Onboarding Strategy Underperforming Technical Team Outsourced Development 199

Intercom, Inc.

JULY 19, 2021

And for your support team, using the right conversational support tool and framework allows them to maximize their resources, so they can focus on solving complex queries and building long-term customer relationships. But conversational support doesn’t just benefit your support team. Teams that benefit: Sales, marketing.

Underperforming Technical Team 129

Underperforming Technical Team Scale Sales Hiring Sales Recruiting 129

Neil Patel

OCTOBER 29, 2020

The bad news is that marketers waste 37 to 95 percent of their marketing budget. You’ll want to break each of these areas down in enough detail so you (and your team) can work with each of these areas properly. Web developers spend their time on sites like ArsTechnica, Reddit, SitePoint, etc. Focus is really important.

Underperforming Technical Team 145

Underperforming Technical Team Development Strategy Payment Methods 145

SaaStr

FEBRUARY 25, 2020

Certainly you’re reducing churn. And so these are all sort of the financial reasons why it makes sense to invest the time and energy to actually create champions from day one in your business. For example, if you’re getting ready to close the deal, sales team’s pretty darn excited. Here we go. One more time.

Scale 234

Scale Underperforming Technical Team Sales Hiring Software Review 234

User Pilot

APRIL 2, 2025

In this article, I’ll show you how Userpilot helps product teams cut through the noise and understand what really matters in mobile user behavior: no data science degree required. The platform’s code-free implementation makes it accessible for product managers who want insights without constantly relying on developers.

Mobile 65

Mobile Underperforming Technical Team Onboarding AWS 65

Intercom, Inc.

NOVEMBER 21, 2019

To retain more customers over time, you must invest heavily in understanding who your current and prospective customers are and what problems they’re trying to solve. Tara and her team used it to take a deep dive into the customer’s journey through the product and make a focused effort to truly understand each step along the way.

Retention 34

Retention Scale Marketing Underperforming Technical Team 34

Baremetrics

AUGUST 6, 2021

Plan your hiring process long before adding people to the team. In a small company, someone with a unique perspective is likely to contribute more meaningful ideas than someone who aligns perfectly with the rest of the team. The more you invest in the people you hire, the more they will be invested in the success of your company!

Underperforming Technical Team 130

Underperforming Technical Team Outsourced Development Consulting Scale 130

Intercom, Inc.

JANUARY 31, 2019

And as the organization grows, the work involved to get teams aligned on who you’re selling to and how you’re selling is not something to be taken for granted either. Ambient Strategy founder and CEO April Dunford on the symptoms of weak positioning. When you’re a small team, your time is everything. Speed is everything.

Underperforming Technical Team 165

Underperforming Technical Team Scale Benchmarks Sales 165

Totango

MAY 21, 2019

So, instead of always seeking new customers, focus on keeping existing customers happy and preventing churn. Customers can churn for a variety of reasons, and it’s not always clear why they are leaving. The Most Common Causes of Customer Churn. To pinpoint why your customers may be churning, begin with data.

Churn 90

Churn Underperforming Technical Team Systems Review Onboarding 90

Hitenism

OCTOBER 3, 2016

Two tweets about raising money was all it took to get 81 email responses and 53 customer development calls with founders. Template decks lack story, buildup, and character, with titles that simply say “The Market,” “The Team,” “The Opportunity,” and “The Competition.” Awesome, right?

Development Team Review 166

Development Team Review Software Review Underperforming Technical Team Interviewing 166

Neil Patel

JANUARY 11, 2021

Follow this up by building your team and finding a location if you’re opening a physical store. After all, your customers would prefer more of a good thing and less of a bad thing. This way, I don’t have to worry about anybody else taking my big idea, ending up in a bad partnership, or getting sued because of misinformation.

Underperforming Technical Team 137

Underperforming Technical Team Business Sales Hiring Scale 137

SaaStr

JANUARY 21, 2020

Justin used Sales Culture to grow a successful PatientPop team to 140 employees and 55 million in revenue. When I was hired, I came in with one salesperson and zero dollars in recurring revenue and over the next four years grew the sales team to over 140 employees and 55 million in recurring revenue. Want to see more content like this?

Sales Recruiting 330

Sales Recruiting Sales Hiring Scale Sales 330

Intercom, Inc.

OCTOBER 26, 2018

Many organizations create customer success teams but there’s no clear definition as to how these teams develop long-term value for both the customer and the business. Some sales teams consider a customer success manager as the post-sale counterpart of an account executive. The role of customer success teams.

Sales Hiring 123

Sales Hiring Customer Success Scale Underperforming Technical Team 123

FastSpring

MAY 20, 2024

As the VP and General Manager of the Stardock Software division, Brad led his team through this process and has learned some valuable lessons about doing it as strategically and easily as possible. Prepare for renewals with value adds to reduce churn. Letting FastSpring handle the subscription infrastructure.

SaaS Payments 158

SaaS Payments Payments Merchant Services Payment Solutions 158

SaaStr

DECEMBER 17, 2019

Companies that have access to more accurate financial data have the ability to develop seamless exchanges of information, providing consumers with improved ways to manage their finances. Quovo had focused on investment accounts and allowing you to programmatically interact with your investment accounts through third-party applications.

Payments 208

Payments SaaS Payments Banking Underperforming Technical Team 208

Sales Hacker

MAY 15, 2019

I learned these lessons the hard way, from painful personal experience in leading teams for multinationals. Keep reading as I share my hard-won lessons, so you’ll know without a doubt when to fire and when to invest in an underperforming sales rep. Bad hires can ruin your business. 5 Lessons on When to Fire a Sales Rep.

Underperforming Technical Team 79

Underperforming Technical Team Sales Hiring Development Team Review Sales 79

User Pilot

APRIL 22, 2024

Extract feature development insights. Involve cross-functional collaboration with the sales team, product team, engineering, and other relevant stakeholders. This type of analysis helps identify which features contribute positively to your product’s value and which might be redundant or underperforming.

Underperforming Technical Team 105

Underperforming Technical Team Software Review User Experience Retention 105

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

Intercom, Inc.

SEPTEMBER 9, 2022

ML teams tend to invest a fair share of resources in research that never ships. If you want to invest in ML, hire someone with experience on both the tech and the operational side so they can start working with the product team from day one. I think this is important for product teams for two reasons.

Artificial Intelligence 249

Artificial Intelligence Machine Learning AI Search AI 249

User Pilot

MARCH 9, 2023

In this article, we’ll discuss customer attrition in depth and discuss the strategies you can use to reduce churn and increase customer retention and loyalty. TL;DR Customer attrition, also known as customer churn , takes place when customers leave your product or service. What is customer attrition?

Underperforming Technical Team 98

Underperforming Technical Team SaaS Payments Payment Solutions Payment Services 98