SaaStr

APRIL 30, 2022

Check out this 2018 Europa session with Guillaume Princen, Head of France and Southern Europe @ Stripe, where he talks about the metrics you need to be focused on in your startup. If you don’t have the time to watch the whole session, here are the main metrics you should be mindful of. One is your churn. MRR, obviously.

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SaaS Payments Metrics Payment Methods Scale 241

SaaStr

JULY 26, 2022

But beyond all the other Pros and Cons of SMB vs enterprise, there’s one looming issue with SMB SaaS: Churn. Endemic churn. The type of churn you almost can’t do anything about. Net net, most true SMB SaaS products often churn on the order of 3% per month almost no matter what you do. And measuring it.

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SaaStr

FEBRUARY 8, 2021

Some thoughts on things you don’t really get until about $8m-$10m ARR or so: Churn Lurks. Churn doesn’t happen overnight, especially with annual contracts. An NPS of 50+, a CSAT of 90–100, whatever metrics you use, find out if your customers are really happy. Oftentimes, you don’t even lose customers until Year 3.

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Scaling SaaS Churn Metrics 257

SaaStr

MAY 20, 2024

But there’s a fine line between investing and keeping a leaky boat and set of metrics afloat. Almost every founder regrets using capital to keep a high-burn rate engine going that isn’t scaling rapidly. #2. Not Jumping on High Churn Some types of churn certainly can be addressed over time.

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User Pilot

MARCH 12, 2024

Tracking the right company activity metrics can help you measure and optimize your company’s performance, driving product growth. In this article, we will examine 14 of the most important activity metrics, how they function, and how you can monitor them closely. Book a demo to learn more.

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Metrics Scale Customer Lifetime Value Business 99

User Pilot

FEBRUARY 26, 2024

Digital product metrics reveal how customers interact with your product. However, not all metrics are created equal. In this article, we hone in on the best metrics for product teams looking to drive product growth. We discuss 15 of the most important metrics and examine what to consider when choosing which metrics to track.

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User Pilot

SEPTEMBER 19, 2023

As your business grows and your focus shifts from acquiring new customers to retaining existing ones, churn prediction becomes an invaluable tool in your toolkit. Accurate churn prediction models help you improve the customer experience and prevent voluntary customer departures. What is churn prediction? Churn is expensive.

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SaaStr

OCTOBER 17, 2023

PST — Former VP of Customer Success and current founder and Managing Partner at Success Venture Partners, John Gleeson, shares his lessons learned scaling customer success from $1M to $300M in ARR. When scaling from founder-led sales to another person selling the product, customers become more demanding. Capacity comes back.

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Scale Sales Hiring Customer Success Scaling 161

User Pilot

JULY 18, 2023

Tracking your customer churn rate will help you keep tabs on business growth. You will have data sets for analyzing your churn/retention history, which will better position you to make intelligent business decisions. Types of churn rates you should calculate: customer churn rate, revenue churn rate , and involuntary churn rate.

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Churn Payments SaaS Payments Payment Solutions 87

SaaStr

NOVEMBER 18, 2020

SaaS metrics can be more confusing than one might think. What if a customer churns, but is on an annual contract? My SaaS Metrics Primer: * ARR always = 12x MRR. Look, ARR and MRR aren’t really GAAP metrics. Something important is off in finance, in metrics, in reporting, and/or collections. I hear you.

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Metrics Banking Scale Churn 244

User Pilot

JANUARY 17, 2024

Scaling SaaS is not for the faint of heart. If you do not scale, you will be unable to reach a new pool of customers and your competitors will leave you in the dust. If you scale prematurely, you may struggle to satisfy customer expectations. Ready to get started with your scaling strategy?

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Scale Scaling SaaS Underperforming Technical Team 97

SaaStr

SEPTEMBER 1, 2021

Pretty incredible at scale. Really, what you tend to see when you keep a stretch VP too long in their current role is flat metrics. Churn that stops decreasing. Churn should keep coming down, at least a bit, until it’s top quartile at least. What changed? A new revenue team. One that knew the next stage, col d.

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User Pilot

MARCH 7, 2024

What metrics you should track? Other popular user engagement metrics include user activation rate , DAUs/WAUs/MAUs , user stickiness , product usage frequency, NPS, CSAT , customer retention rate , and customer churn rate. If your product is designed to be used daily, like a fitness tracker, DAUs are the key metric.

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Engagement Metrics Underperforming Technical Team Scale 97

SaaStr

OCTOBER 28, 2021

The talk is definitely focsued on the early days, so if you’re at Scale, it may be more of a trip down memory lane … but it was a great and super engaging presentation. Be Careful About the Metrics and Ratios You Pick. At Evernote, there was a push to do more and more analysis on the metrics and numbers.

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Churn Retention Acquisition Startup 206

SaaStr

FEBRUARY 24, 2023

How do the best-in-class companies perform when ARR is treated as a growth metric? They initially double their ARR each year in scaling post $10M. Although churn and down-sell rates are relatively consistent during growth, this ability to capture new logos consistently can help to avoid client concentration in a volatile market.

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Scale Sales Hiring Scaling Venture Capital 218

User Pilot

JANUARY 28, 2024

Tracking relevant product performance metrics allows you to assess how successful your product is at satisfying user needs and achieving business goals. What metrics should you track though? Our guide covers 11 key performance metrics to analyze at different stages of the customer journey. What are product performance metrics?

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User Pilot

APRIL 10, 2024

Other retention metrics to track include product stickiness, customer lifetime value, expansion MRR, and NPS scores. Prevent churn by identifying at-risk customers through indicators like low NPS scores and decreased activity, and then proactively engaging them to improve the customer experience. Stickiness metric formula.

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SaaStr

JUNE 11, 2020

In B2C and high-churn environments, it’s indeed a critical metric. But in SaaS, in the earlier days, we inherited a lot of our lingo and metrics from B2C web services. They were earlier to mass-scale recurring revenue services on the web than B2B was. So we used their core metrics like “Churn” and “Lifetime value”.

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Metrics Customer Lifetime Value B2C B2B 205

User Pilot

MAY 16, 2023

What are value metrics? We also examine a few examples of how companies use value metrics in their pricing strategy. TL;DR Value metrics are the features of a product that customers associate with its value and are happy to pay for. To identify your value metrics look at your product use cases. Why do they matter?

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Metrics Customer Lifetime Value SaaS Pricing 96

SaaStr

MAY 15, 2024

Churn is much higher on consumer subscriptions, but you have higher expansion revenue. If you’re in consumer, how can you go upmarket and get a small cohort of users paying more, churning less, and expanding revenue? In B2B, the classic metric for this is 2% now and was 2% in 2006. average realized LTV. 25% isn’t unusual.

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SaaStr

JANUARY 14, 2021

Reducing churn in SaaS, along with increasing new ARR is the backbone to growing your business. In this guide, Andrea Webb, the SVP of Customer Success & Retention at Solarwinds , and Tim Willey, the SVP of Commercial Strategy & Operations at ForgeRock , share their tips for understanding and combating churn. .

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Churn Customer Success Subscription Payment Features 183

User Pilot

APRIL 11, 2024

If you’re not tracking customer satisfaction metrics, you’re probably losing customers every day, and you don’t even realize it. So let’s dive in and take a closer look at what metrics measure customer satisfaction and how to measure them. Book a Userpilot demo to see how we can help!

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Metrics Customer Lifetime Value Software Review Retention 52

Tom Tunguz

MARCH 24, 2019

Focused on capital efficiency from the earliest days of the business, Eric has built a monster software business, with few comparisons in both absolute scale and efficiency. Even at Zoom’s scale, across this peer set, Zoom is the fastest growing, edging New Relic by 5 percentage points. The company filed their S-1 on Friday.

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Metrics Benchmarks Scale Acquisition 277

User Pilot

NOVEMBER 28, 2023

What GTM metrics should you track as a product marketer? That’s why we’re going to show you 12 of the most important product analytics metrics that you’ll need in order to measure your product success. There are 12 essential GTM metrics that every SaaS should know about: New user growth rate. Customer churn rate.

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SaaS Payments Metrics Customer Lifetime Value Marketing 91

SaaStr

APRIL 28, 2022

So don’t get me wrong — NRR is a Top 3 Metric for any SaaS company. And importantly — importantly — they don’t sweat churn too much if the NRR goal is still being met. And as your CS team scales, any individual rep may not be able to influence overall NRR all that much. And high NRR is a gift.

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SaaStr

JANUARY 12, 2021

Churn is when your customers drop out on you, and when it comes to your customer base, it’s inevitable. There are a number of factors to churn, including your business model, the maturity of your company, as well as your business type. No matter what, you’re going to have to figure out how to manage churn on the regular.

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Chart Mogul

JUNE 1, 2023

So if you are keeping a close eye on your retention metrics this year, you’re not alone. Retention is one of the most important metrics when building a successful SaaS business. So if you are keeping a close eye on your retention metrics this year, you’re not alone. faster than their peers in 2022.

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Retention Metrics Benchmarks SaaS 90

User Pilot

JUNE 26, 2023

Want to track the different types of product metrics to get product growth insights ? Product metrics are critical for product growth managers to develop the right product strategies and drive continuous value for customers. However, it isn’t easy to choose the right product metrics from the many SaaS metrics available.

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Metrics Customer Lifetime Value SaaS Acquisition 77

Intercom, Inc.

DECEMBER 8, 2020

This is where metrics can be invaluable, giving clarity on performance, and circumventing potential issues. But with so much data to consider, how can you define the help desk metrics that matter for your team? What are help desk metrics? Help desk metrics vs. KPIs. Ticket volume or total conversations.

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Customer Support Metrics Technical Review Scale 211

Intercom, Inc.

APRIL 6, 2022

With that in mind, the challenge businesses now face is striking the right balance between personalization and scale – which, historically, has been a tricky line to walk. Great experiences result in increased customer satisfaction, which often correlates to bottom-line results like reduced churn and increased retention.

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Scale Scaling DevOps as a Service Communication 230

Tom Tunguz

JULY 12, 2019

In Rethinking Customer Churn Rate & LTV/CAC , Thibaud Clement illuminates a counter-intuitive concept about churn. The faster you increase your growth rate (acceleration rate), the higher the churn rate. In the 50% scenario, churn will be 67% higher. In the 50% scenario, churn will be 67% higher.

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User Pilot

MARCH 31, 2023

Analytics vs metrics – how do they differ from each other? Though both are important, analytics and metrics have distinct meanings and purposes in your data analytics process. In this article, we will go through analytics and metrics, their examples, and how you can analyze metrics to drive growth for your SaaS business.

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Metrics Customer Lifetime Value Data Analysis Engagement 92

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

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Customer Success Metrics Software Review Customer Lifetime Value 94

User Pilot

MAY 31, 2023

Not sure how to measure product adoption or what metrics to track? In this article, we’ll explore how to measure product adoption and twelve key metrics that can provide valuable insights into product adoption. Tracking these metrics is easiest with a digital adoption and product analytics tool. What is product adoption?

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Metrics Customer Lifetime Value Churn Retention 89

User Pilot

JULY 27, 2023

Adoption metrics are essential to measure to aid in making improvements to your product. But which product adoption metrics should you track? This article will cover the 14 metrics to track to help you increase your customer lifetime value. The user churn rate highlights how well your product adoption is working.

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Metrics Customer Lifetime Value Software Review SaaS 80

SaaStr

APRIL 30, 2024

Ways to scale that don’t include rampant inefficiency and burn. Early churn was a massive drag on efficiency. They needed to get their hands on early churn. This led to fairly unsustainable levels of churn of early churn. On the chart, you’ll see when the volume is higher, the churn is green.

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User Pilot

JANUARY 16, 2023

Are you searching the market to find the best churn management software for your SaaS company? Churn management software is a tool or suite of tools that help you collect customer data, analyze customer attrition , and predict churn. Baremetrics for churn analysis. Churnzero to track revenue churn and data points.

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Software Review Churn Retention Software 105