SaaStr

SEPTEMBER 4, 2023

So the best sales reps are just so, so worth it. I‘ve recently asked a bunch of sales leaders about this and their teams, and at first they said everyone followed the rules. A “funny” one, a VP of Sales told me how one of his top reps got around the CPQ system via a software hack to provide slightly higher discounts.

Sales 203

Sales Churn Software 203

SaaStr

DECEMBER 4, 2023

With the turbulence in the market in 2023, sales cycles have only been getting longer and a lot more complicated. At this year’s SaaStr Annual , CEO and co-founder of Capchase Miguel Fernandez and Director of Marketing Rose Johnson share five tips for getting sales right in any market. Lay out the sales process early on.

SaaS Payments 201

SaaS Payments Payment Services Payments Payment Features 201

User Pilot

MAY 5, 2022

Churn analytics helps you detect your product friction points and understand why users stop using the tool. This is crucial if you want to know how healthy your SaaS product is and what should be improved to increase customer retention and lower the churn rate. A churn rate over 10 % indicates trouble. What is churn analytics?

Churn 98

Churn Retention Subscription Payment Features 98

SaaStr

MAY 23, 2023

So leading growth stage VC Iconiq has published its latest and very detailed Definitive Guide to Sales Compensation here. Corners were cut in the boom times of 2021, but we are back to sane sales models. Renewals, if they are done by sales, are paid out at about 40% of an initial commission. Everyone should have a read.

Scale 251

Scale Compensation Sales SMB 251

SaaStr

MARCH 27, 2023

So there are 3 things every sales rep I’ve worked with hates: Clawbacks. We won’t dig into this too much here, but sales folks hate it. Everyone in sales hates them. But … here’s the thing … I find clawbacks one of the most powerful tools to mitigate churn-and-burn deals.

Management 225

Management Sales Payment Services Churn 225

SaaStr

JUNE 2, 2021

Q: What are some tricks software companies use to manipulate churn metrics? Churn” is a surprisingly imprecise term. Some ways saas companies “manipulate” churn, which may be 100% legitimate in some cases: Not counting churn until after 90 days. If a customer churns in a week, why count them? Companies differ here.

Churn 223

Churn Metrics Software Enterprise 223

Neil Patel

MARCH 26, 2021

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? Your PPC churn rate is the number of people who convert via paid ads but don’t hang around. It’s a pay-to-play world.

Churn 141

Churn Software Review Onboarding Interviewing 141

SaaStr

NOVEMBER 14, 2023

Meghan Gill, SVP of Sales Ops and Sales Dev at MongoDB, shares different consumption-based compensation models that drive the right behaviors. They reoriented their sales team and de-incentivized reps from making deals upfront. It was creating friction in the sales cycle. This is MongoDB’s approach.

Compensation 161

Compensation Sales Azure AWS 161

SaaStr

SEPTEMBER 9, 2022

Back in the day, premium comp for some software sales execs made simple and easy sense. Traditional software had 90% gross margins, and the classic enterprise sales reps, the best ones, could close a million or more dollars a year. Sales reps in low NRR and high churn environments got paid almost the same as enterprise reps.

Scale 296

Scale Venture Capital Sales Hiring Sales 296

Cobloom

JUNE 1, 2021

Struggling to keep your SaaS company's churn rates down? Think that there's more you could be doing to approach the much revered negative churn? In this article I run through 5 of the most common sales & marketing mistakes we see SaaS companies making. Where upsells outpace lost customers). You've come to the right place.

Churn 92

Churn Customer Lifetime Value SaaS Marketing 92

SaaStr

APRIL 1, 2020

Downgrades are not churn. It may be time to segment your “churn” into lost customers vs. downgrades. In a recurring revenue model, a customer that churns is a customer you never really had at all. And A Downgrade is Not Churn. Your top customers will grow with you. You need a lot of these to win.

Churn 259

Churn Pricing Retention Branding 259

SaaStr

OCTOBER 13, 2020

Q: Why are sales jobs the worst? Here’s why sales is tough: Can’t hide — not for long. But ultimately, just becoming a more senior individual sales rep has a limit. It’s easy to see in many SaaS companies, but overall in the world, many people don’t really value the large contributions sales professionals make.

Sales 310

Sales Churn SaaS Management 310

User Pilot

MARCH 23, 2023

What are the reasons for customer churn in SaaS? However, sometimes things don’t go as planned, and customers churn. By the end of this article, you’ll have a better understanding of the common pitfalls that lead to customer churn and how to avoid them. 5: Customers churn when they experience an unresolved product bug.

SaaS Payments 98

SaaS Payments Churn Underperforming Technical Team Payment Methods 98

FastSpring

APRIL 26, 2022

In the language of SaaS, I churned. And the experience got me thinking: Was immediate removal of paid features the best chance to keep me from churning? When did I officially count as “churned”? Did they count me as churned on the day I canceled? In part one, we cover benchmarks and common churn formulas.

Benchmarks 114

Benchmarks Churn Payments SaaS Payments 114

Sixteen Ventures

JULY 17, 2020

Is 5% a good monthly SaaS Churn Rate? Read on to learn the answer… As a consultant to SaaS and Cloud providers that are looking to grow, I get asked what an acceptable SaaS churn rate is all the time. ” In 2020 I just say, “let’s make churn a non-issue.” Monthly vs. Annual Churn Rates.

Churn 133

Churn SaaS B2C Pricing 133

SaaStr

OCTOBER 29, 2023

10+ Actionable Things You Can Do To Scale Faster In The Early Days The Chat GPT Growth Story: How AI is Changing the Way We Work The Challenge with SMB SaaS: High Growth Can Only Mask High Churn For Just So Long (Updated) Dear SaaStr: My Top Sales Rep Made $600,000 a Year — And Just Quit! What Happened? Top Podcasts This Week: 1.

ChatGPT 221

ChatGPT Scale SMB AI 221

SaaStr

FEBRUARY 28, 2022

A few ideas on how to help the sales team make this your best year so far: Hire dedicated sales / revenue ops. Many of you will have little to no dedicated help in sales operations , even up to $10m ARR or beyond. If that’s you, or your VP of Sales, or even your VP of Marketing … it can sort of work for a while.

Scale 238

Scale Sales Hiring Sales Enterprise 238

SaaStr

MARCH 11, 2021

Congratulations on finally hiring your VP of Sales! There are 3 general options: Your VP of Sales is responsible for net new revenue only. Churn is not her responsibility, nor is there any material credit for multi-year deals. Post-sales, other than upsell which adds to net new revenue for this year, is someone else’s job.

Sales Hiring 261

Sales Hiring Metrics Sales Churn 261

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

SaaStr

FEBRUARY 9, 2024

Everything from hiring on the GTM side to layering in a sales-led motion into PLG. Let’s dive into what’s making that hybrid model successful: PLG and Sales Led? Given this, you must understand the role that each facet of the business plays in promoting that product, from marketing and sales to customer service.

Scale 243

Scale Sales Hiring Sales Marketing 243

Chart Mogul

JULY 6, 2023

Churn, SaaS companies should avoid it like the plague. But is the term churn always bad? Say hello to negative churn, churn’s much more friendly sister metric. You won’t avoid negative churn, in fact, you should do everything in your power to achieve it. But is the term churn always bad?

Benchmarks 52

Benchmarks Churn SaaS Customer Lifetime Value 52

SaaStr

JANUARY 28, 2023

Dear SaaSt: Do sales commission clawbacks typically apply after a customer’s payment has cleared (e.g. This is an issue that will worry you a lot in the early days — and that later, at least help make sure sales doesn’t pursue churn-and-burn deals too aggressively. Ah, clawbacks. But it won’t really matter.

Payments 209

Payments Payment Services Sales Finance 209

Sales Hacker

AUGUST 18, 2021

Instead, they hold onto problems until they’re ready to churn. On one axis is the likelihood of churn. Put another way: high saturation indicates a low risk of churning. By combining whitespace and churn scores, we can categorize all customers on a 2×2. If you’re lucky, customers tell you when they’re unhappy.

Churn 110

Churn Outsourced Development Education Systems Review 110

Practical Advice on SaaS marketing

AUGUST 1, 2018

Churn is bad for software-as-a-service (SaaS) companies. But knowing there’s a churn problem is one thing; fixing it is something else. To bring down churn, we need to understand what’s behind the numbers. Wrong customers Sometimes high churn happens when SaaS providers sell to the wrong customers.

Churn 122

Churn Metrics Compensation Software Review 122

SaaStr

MARCH 8, 2021

Q: What is a good model for SaaS product sales commission? Sometimes for very transactional, low ACV sales, the percent can be lower. Sometimes for very transactional, low ACV sales, the percent can be lower. Ultimately, it should all solve out to say 20% of the bookings goes out to sales comp, one way or another.

Scale 159

Scale Sales Compensation Churn 159

Intercom, Inc.

MARCH 25, 2019

The reality is that churn is a natural part of business, and it’s important that you work towards truly understanding it. At Intercom, we ask cancelling customers to discuss their reasons for leaving, either in a questionnaire or in a conversation with a support or sales agent. Build a feedback loop.

Churn 183

Churn Wireless Growth Hacking Construction 183

Baremetrics

OCTOBER 21, 2020

Revenue churn answers the question: how much MRR did we lose last month? Even if you’re bringing in new customers and more MRR each month, it’s hard to achieve long term growth if you can’t get your churn under control. What’s negative revenue churn? Get deep insights into MRR, churn, LTV and more to grow your business.

Churn 118

Churn Revenue Benchmarks Pricing 118

ChurnZero

JANUARY 26, 2022

Reducing churn is at the forefront of all marketers’ minds. From a Customer Success and Marketing perspective, optimizing the customer experience might look like exploring support tickets, talking to customers, and running reports on recently churned customers to find out why. Minimized Churn Risks.

Scale 97

Scale Churn Scaling Retention 97

Chargebee

DECEMBER 31, 2023

Your employees play a vital role in improving retention rates, from communicating value during the sales process to providing first-class customer service. The success of any subscription-based business isn’t dependent solely on your customer acquisition efforts, but rather on the number of customers you retain.

Retention 98

Retention Churn Acquisition Subscription 98

Baremetrics

MARCH 23, 2021

Analyzing user behavior within a cohort is the starting point of a strategy to reduce churn. Cohort analysis is essential because it gives you more in-depth information about customer churn. Get deep insights into MRR, churn, LTV and more to grow your business. be honest How well do you know your business? Try Baremetrics Free.

Churn 98

Churn Retention Data Analysis Acquisition 98

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

Sales Hacker

JULY 18, 2022

Which is why it’s key to strengthen customer retention processes by automating them, keeping customers engaged, and detecting any signs of churn before they happen. One surefire road to customer churn is the customer not knowing how to use the product. EXAMPLE: A customer moves into the ‘Won’ stage of our sales pipeline.

Payment Services 75

Payment Services Churn Payment Methods Payment Solutions 75

SaaStr

NOVEMBER 23, 2020

A long-time reader wrote in to ask a question that pretty much everyone asks some variant of: If you had to force rank these items in terms of what we should primarily be looking for in these first sales reps, how would you rank them? And later, your VP of Sales can do the hiring. 150k-350k ACV). Yes, you the founder/CEO.

Sales Hiring 339

Sales Hiring Sales SaaS Churn 339

SaaStr

JANUARY 22, 2021

Q: Your sales manager is under great pressure to increase sales. At a recent meeting of the entire sales staff, this person said, “We have to hit our numbers no matter what it takes!” A bit more on this here: 5 Tips To Minimize “Churn and Burn” Behavior in Your Sales Team | SaaStr.

Sales 236

Sales Churn Pricing Cloud 236

Sixteen Ventures

JUNE 22, 2023

Understanding customer churn can be one of the most challenging, yet essential elements for the success of any SaaS business. In this blog post, we delve […] The post Understand, Classify, and Effectively Analyze Churn appeared first on Customer-centric Growth by Lincoln Murphy.

Churn 52

Churn SaaS Growth Hacking Business 52

SaaStr

DECEMBER 30, 2020

There’s a set of questions I get asked all the time: Should you pay sales reps on renewals? Should you pay sales reps on upsells a long time down the road? Should you pay sales reps on … ? I am a huge proponent of paying sales professionals well. for the sales team. Pay closers on closing. Not renewing.

Scale 221

Scale Sales Hiring Sales Scaling 221