SaaStr

NOVEMBER 23, 2022

A tenant of leadership is not just building trust, but vulnerability. Anybody can post the numbers—the right churns, contraction profiles, or ARRs—but they should also earn these metrics with integrity. That vulnerability can be a building block for team trust and solid leadership. What would be their first product and use case?

Underperforming Technical Team 262

Underperforming Technical Team Leadership Outsourced Development Finance 262

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

MAY 31, 2019

Churn Monster #12: Championless. It’s now been a full year since we first launched the churn monster blog series, can you believe it? Over the course of the past year we have featured a new churn monster each month and taken a look at a life-like scenario involving that churn monster (i.e. Upcoming Webinar.

Churn 75

Churn Customer Success Trends Retention 75

OpenView Labs

AUGUST 13, 2020

Sure, customer success (CS) teams are on the front lines of preventing churn. Here are 8 things that can really move the needle on churn: 1. One portfolio company I work with spent years trying to improve churn. Doesn’t this just make customers who want to churn feel trapped? Selling to the right customer.

Churn 57

Churn Customer Success Advertising Retention 57

SaaStr

MAY 23, 2023

Sales Leadership Typically Has 40% or So From Variable Comp. I know reps hate them, but I find they really help curtail churn-and-burn deals. Renewals, if they are done by sales, are paid out at about 40% of an initial commission. CSMs Are Pushing Up to 20%. That sounds about right. Only 14% of SaaS companies cap commissions.

Scale 259

Scale Compensation Sales SMB 259

SaaStr

OCTOBER 11, 2020

#1: “On Launching a Second Product with Dharmesh Shah, CTO / Co-Founder Hubspot” An incredible catch-up session with Dharmesh from this week, #2: “Churn is dead. Long live Net Dollar Retention Rate with Dave Kellogg” A profoundly insightful session on churn from SaaStr Annual 2020 at Home. #3:

Engineering 244

Engineering CTO Leadership Churn 244

ChurnZero

APRIL 19, 2019

Churn Monster #11: Acquired Customer. It’s time for us to take a look at another churn monster that causes a lot of risk – an acquired customer. Let’s take a look at a scenario involving an acquired churn monster and see what you can do as a Customer Success Manager in this situation. Churn Monster #1 – Disengaged Customer.

Churn 45

Churn Acquisition Payment Features Customer Success 45

BrightBack

JUNE 5, 2019

Simply put, you have to know your numbers if you’re going to reduce churn and grow your subscriber base sustainably. During the webinar, I polled the audience about their churn goals and learned some interesting things about the state of churn ownership. Question 1: Does your company have a published churn goal?

Churn 58

Churn Scale Systems Review Leadership 58

SaaStr

MAY 1, 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. 10 Tips: CMO + CRO = Love… Building Lasting Leadership with Gusto’s CRO Tolithia Kornweibel. Top Videos This Week: 1. appeared first on SaaStr.

Sales Hiring 197

Sales Hiring Leadership Innovation Retention 197

SaaStr

MARCH 9, 2022

Author Geoffrey Moore describes the chasm criteria this way: Demonstrate market leadership. Along with a higher growth rate, leadership should also pause to review their retention and churn rates. Have you moved across the chasm between the early market and the mainstream market? Dominate 1 – 2 vertical markets.

Revenue 235

Revenue Sales Hiring Leadership Scale 235

Tom Tunguz

MARCH 19, 2020

This is important to project churn rates, assess timing of software payments, and estimate the impact on cash flows/burn. Sixth, leadership. Great leadership is different than great management. Management and leadership are different. Others may benefit from it. Many of them will suffer from it.

Startup 214

Startup SaaS Payments Payment Services Payment Methods 214

SaaStr

MARCH 1, 2020

.” But the bad news is, many can’t really do the job a start-up needs at a leadership level. In particular, being an individual contributor customer success professional does not always breed leadership. Not OK if you want to drive to industry-leading net negative churn. Maybe OK if you need support-on-steroids.

Customer Success 255

Customer Success Sales Hiring Leadership Interviewing 255

SaaStr

APRIL 5, 2020

Many of you are in the middle right now — deals slowing down, churn or pre-churn creeping up, etc. And that’s leadership. I’ve seen incredible leadership across almost every CEO I work with closely. Leadership Rapidly Evolves and Changes. you’ve already been through gut-wrenching change.

Leadership 236

Leadership Travel Churn SaaS 236

SaaStr

DECEMBER 13, 2023

Feel like you’ve been in the same board or leadership meeting over and over again? If the VP of Customer Success says all customers who churned had multiple escalations because they didn’t have enough agents, so they hired more agents, that might be correct. Everyone needs to understand the metrics to help drive results. #10:

Metrics 287

Metrics Sales Hiring Benchmarks SaaS 287

ChurnZero

DECEMBER 19, 2023

Metrics are the key to aligning with finance , proving value to your leadership and of course understanding the health of the business. Churn rate. That churn rate replaced GRR as the second top metric is a reflection of the economic uncertainty the market experienced in 2023. Churn rate. Net revenue retention (NRR).

Customer Success 52

Customer Success Metrics Customer Lifetime Value Leadership 52

SaaStr

JANUARY 24, 2020

— Masterclass: Churn is dead. — Juggling People, Processes, and Priorities: Leadership Lessons from Intuit, SurveyMonkey & Stitch Fix. — Deep Dive: How to Reduce Churn and Increase Net New Customers with Unbounce. — What Being a Founder Taught Me About Leadership – Lessons from GitHub’s COO.

Scale 191

Scale Leadership Churn Benchmarks 191

SaaStr

AUGUST 7, 2020

The best sales teams scale together, with low churn and ideally close to zero churn in management and top performers. If you pay folks well for doing well, create a product and mission sales reps believe in, and hire great leadership — you’ll attract many of the most ambitious next generation of salespeople.

Sales Hiring 309

Sales Hiring Scale Sales Recruiting Compensation 309

SaaStr

JANUARY 30, 2023

Lessons in leadership Grow your organization thoughtfully. Client churn is scary but inevitable. The size of your team is inconsequential when you’ve found a product market fit and can demonstrably grow your business. “If If you find a product market fit, take your business global early.” Support sales early. Go global early.

Sales Hiring 219

Sales Hiring Payment Services SaaS Payments Scale 219

SaaStr

APRIL 2, 2023

But what I learned, after years of procrastinating on tough moves for our leadership team, is that the leaders’ teams suffer greatly through that inaction. You have a small base, so churn isn’t a factor. Meanwhile, even with a fixed Gross Retention Rate, your base grows, so your churn dollars grow year after year.

Sales Hiring 255

Sales Hiring Scale Scaling Customer Success 255

SaaStr

SEPTEMBER 13, 2020

Take a watch: #3 “Churn is dead. This session too was even better than I expected, on the cheats and fictions in how folks measure churn. #4 All of little team SaaStr watched it together and shared our learnings in real time. Unsplash is one of those products that is so good, you can’t believe it’s truly free.

Churn 232

Churn Leadership Startup Retention 232

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. Growth returned, and they saw dramatic improvements in churn. Often, they do.

Scale 217

Scale Sales Hiring Scaling Revenue 217

SaaStr

FEBRUARY 17, 2023

While the allure of customer acquisition can pull a founder’s attention, it’s equally important to dedicate resources to fighting churn and expanding revenue from existing customers. They discuss how Fox helped build a churn-fighting, upselling, and cross-selling machine that continues to generate revenue.

Retention 200

Retention Revenue Startup Sales Hiring 200

SaaStr

MAY 5, 2023

This is true for employees and churn. Mistake 10: Not Being Yourself A lot of leadership success is figuring out who you are and leaning into whatever you’re good at. Sure, you have to strive for it, but what matters is how much you’re growing going forward. The danger of all advice is you can take it too far.

Scale 207

Scale Leadership Scaling Customer Success 207

SaaStr

MARCH 2, 2022

Many companies are great at bringing in prospects and closing the deal but have churn issues later. Leadership education. Your executive team and leadership board should understand that many different actions lead to a conversion. To avoid this, focus on enhancing the entire customer lifecycle rather than just your pipeline.

Outsourcing Services 196

Outsourcing Services Scale Outsourced Development Marketing 196

SaaStr

MARCH 20, 2024

Ideally, they won’t churn six months out. The main situation where a fractional hire might make sense is when a business is at a time when there’s a leadership gap and someone with experience like Jason or Sam comes into an existing team that needs a little support. If you have a gem on your team, who can do that, lean into it.

Sales Hiring 245

Sales Hiring Sales Recruiting Scale Headcount 245

SaaStr

APRIL 1, 2022

However, leadership soon realized that they needed to put more thought into unifying the cultures, and Schuck made sure to preserve some of the original DiscoverOrg culture in the merge. Being more thoughtful about account structure drives higher retention and reduces logo churn. Mistake #8: The Power of Positive Thinking .

Sales Hiring 219

Sales Hiring Acquisition Investment Leadership 219

Totango

JANUARY 22, 2024

As the regulation and responsible application of generative AI in workplaces grows, CS teams will recognize AI as a serious partner for improving customer satisfaction, reducing churn, and driving revenue growth.

Customer Success 94

Customer Success Generative AI AI Scale 94

SaaStr

MARCH 30, 2024

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). If your win rates stay extremely high, that means your are doing a pretty terrible job of getting into more and new deals. Your happy customers beget more happy customers in SaaS.

Scaling 264

Scaling Revenue Underperforming Technical Team Market Segmentation 264

Totango

JULY 15, 2022

Leveraging the Detect Risk SuccessBLOC and Avoid Customer Churn . Helping you easily identify customers who may be at risk due to issues like low product adoption, poor financial standing and/or leadership changes. These simple steps help to prevent unnecessary churn and keep your customers engaged with your brand. .

Payment Methods 84

Payment Methods Payment Services Payments Payment Solutions 84

Sixteen Ventures

AUGUST 26, 2020

Everything rolls-up to dollars… time and other resources – and even the negative sentiment in the market caused by churning-and-burning customers – all have an associated monetary value. they are not profitable), you can’t just go to your executive leadership with a hunch or opinion. It’s all about money, like it or not.

Customer Success 128

Customer Success Churn Leadership Interviewing 128

SaaStr

APRIL 8, 2024

A customer success team that can’t drive down churn and drive up NPS = cash drain. A VP of Marketing that can’t get you leads & opportunities = cash drain. They spend so much on stuff that doesn’t really work. They have to tilt the curve on retention. An engineer that can’t ship a core feature or upgrade on time-ish = cash drain.

Sales Hiring 187

Sales Hiring Scale Startup Venture Capital 187

SaaStr

NOVEMBER 8, 2023

In leadership, there’s a great expression that “to those who much is given, much is expected.” This is a common mistake founders make — getting a new Head of X when you get to a certain point in business, missing a sales number, the product isn’t what you want, there’s too much churn, etc. Or are the most critical?

Scale 227

Scale Sales Hiring SaaS Scaling 227

Sales Hacker

OCTOBER 13, 2023

ELG-sourced customers are 58% less likely to churn. Regardless of motions and way of executing those motions, one reigning principle is highly emphasized: There needs to be more alignment than ever before across go-to-market teams, leadership and the board. Deals close 46% faster using ELG playbooks.

Scale 98

Scale Sales Hiring AI Generative AI 98

ChurnZero

MAY 3, 2022

Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. CSM Mastermind: Handling High-Risk Customers and Preventing Churn. CS Operations: Strategies, Tactics & Goals (RYG Leadership Hour). 5: ChurnZero.

Customer Success 98

Customer Success Scale Sales Hiring Leadership 98

Mucker Capital

APRIL 2, 2024

Buyers may also struggle to justify investments in new purchases and to convince their leadership team of the worth. Revenue or Outcomes Revenue loss can occur due to customer churn or inefficiencies in the sales funnel. It's about ensuring that the company is acquiring and retaining customers efficiently and effectively.

Sales Recruiting 52

Sales Recruiting Technical Review Enterprise Cybersecurity 52

SaaStr

DECEMBER 5, 2023

By going upmarket, you can land bigger deals with more opportunities to upsell and lower churn. Going upmarket drives category leadership because you establish yourself as the company that the Fortune 500 logos use. Most founders want to expand their TAM. All of these components will ultimately drive your valuation.

Scale 182

Scale Enterprise readiness compliance Enterprise 182

Totango

NOVEMBER 27, 2023

To this point, Dishman emphasizes the importance of having clear communication and alignment top-down from CS and sales leadership regarding the roles and responsibilities for each team and the collaborative business goals that they’re driving to as an organization.

Revenue 71

Revenue Sales Customer Success Churn 71