SaaStr

JULY 15, 2022

Jason recently opened up an AMA on Twitter Spaces to answer questions about scaling from $1M to $10M. We did a good AMA on this scaling at SaaStr Europa in Barcelona, a couple weeks back. That will scale, and then take those emails after four great pieces of content and do a weekly webinar and do a weekly get-together for them.

Scale 239

Scale Outsourcing Services Sales Hiring VP of Engineering 239

Intercom, Inc.

OCTOBER 12, 2021

As a support leader, you already know how important it is to take care of your customers – but it’s just as important to take care of your support team. Here’s why human support is so crucial for any customer-centric organization, and how it can have a significant impact on your team, your business, and your customers. Here’s why.

Underperforming Technical Team 222

Underperforming Technical Team Technical Review Payment Methods Payments 222

SaaStr

SEPTEMBER 24, 2020

You know how everyone says you'll never look and wish you'd kept a bad VP as long as you did? Because to scale, you are going to need to add a true management team, and then a second one, and then layers of management. The fewer weak hires they continue to make. The less they slow down feature development.

Sales Hiring 216

Sales Hiring Part-Time VPE Scale Underperforming Technical Team 216

User Pilot

MARCH 14, 2024

Looking for an effective churn analytics tool and wondering if Heap is the best option for your SaaS company? In this article, we’ll delve into precisely that – helping you determine whether Heap is the ideal choice for your churn analytics needs. Looking for a Better Alternative for Churn Analytics? Try Userpilot!

Technical Review 52

Technical Review Software Review Churn Systems Review 52

User Pilot

DECEMBER 10, 2023

Looking for a good churn analytics tool and wondering which one of Pendo, Appcues, and UserGuiding is the best option for your SaaS company? There are plenty of tools for churn analytics on review sites, but they don’t make the choice any easier. Get a Userpilot demo for churn analytics and drive your product growth code-free.

Churn 52

Churn Software Review Underperforming Technical Team Technical Review 52

User Pilot

DECEMBER 10, 2023

Looking for a good churn analytics tool and wondering which one of Pendo, Appcues, and Mixpanel is the best option for your SaaS company? There are plenty of tools for churn analytics on review sites, but they don’t make the choice any easier. Get a Userpilot demo for churn analytics and drive your product growth code-free.

Churn 52

Churn Software Review Underperforming Technical Team Technical Review 52

SaaStr

JULY 29, 2022

Jason recently opened up an AMA on Twitter Spaces to answer questions about how to scale faster. And I’ve watched them fairly quickly scale, to soon they’ll be at 10 million in revenue. As they scaled, they radically changed how they did sales. Jason Lemkin: Okay. Let’s get it going. Times are good.

Scale 216

Scale Scaling Sales Hiring Enterprise 216

ChurnZero

SEPTEMBER 8, 2022

Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. But as a company scales and brings in new accounts, CSMs can start to feel like Lucy and Ethel in the chocolate factory—the customers keep rolling along faster than CSMs can properly manage them! Accelerate customer onboarding.

Education 98

Education Customer Success Underperforming Technical Team Scale 98

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

User Pilot

APRIL 30, 2024

From this article, you will find out how to develop a strong growth marketing strategy and learn growth marketing tactics for different customer journey stages. Market development targets new markets with existing products, while product development – existing markets with new products. If so, we’ve got you covered.

Underperforming Technical Team 90

Underperforming Technical Team Strategy Marketing Customer Lifetime Value 90

SaaStr

JULY 10, 2021

So let’s take a look back to a deep dive with the CEOs on what they learned building their first senior teams: ———-. As a founder/CEO, building your first management team is something that you often lose sleep over. What makes you feel that you need to level up your management, set up your first management team?

Sales Hiring 254

Sales Hiring Underperforming Technical Team Development Team Review CTO Hire 254

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

Chart Mogul

OCTOBER 29, 2020

Schremser tells us the story of how the Usersnap team turned churn analytics into a powerful tool to improve their product. Churn rates can keep business owners and leaders up into the wee hours of the night, head-scratching why it can’t be reduced to a reasonable amount. We were able to figure out why our churn was so high.

Churn 74

Churn Underperforming Technical Team Development Technical Review 74

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 236

SaaS Payments Metrics Payment Methods Scale 236

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. They did it.

Sales Hiring 210

Sales Hiring AI SMB Scale 210

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 90

Underperforming Technical Team SaaS Payments Payment Solutions Payment Services 90

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

ProfitWell

OCTOBER 23, 2019

A literal downfall, in poor Icarus’s case, after his wings melted mid-flight. Their success blinds them to the hidden dangers every SaaS company faces—dangers like high customer churn. Thankfully, you don’t need to end up like poor Icarus. Customers are far more likely to churn before achieving their first success.

Churn 56

Churn Payment Methods Payment Services SaaS Payments 56

Chart Mogul

OCTOBER 29, 2020

Schremser tells us the story of how the Usersnap team turned churn analytics into a powerful tool to improve their product. Churn rates can keep business owners and leaders up into the wee hours of the night, head-scratching why it can’t be reduced to a reasonable amount. We were able to figure out why our churn was so high.

Churn 52

Churn Underperforming Technical Team Development Technical Review 52

SaaStr

DECEMBER 14, 2020

More on that here: The $2 Million Dollar Man/Woman: How to Think About Scaling Your Customer Success Team. More on that here: Two SaaS Metrics That Actually Don’t Matter That Much: Absolute Churn and Sales Cycles. Now some bonus tips: Build an enterprise-only sales team. You need human beings to do this. A lot more.

Scale 291

Scale Sales Hiring Underperforming Technical Team Point of Sale 291

Chart Mogul

NOVEMBER 24, 2022

After all, it’s the customer success teams that drive growth through retention and churn mitigation. So, what’s the best way to drive retention and mitigate churn in 2023? After all, it’s the customer success teams that drive growth through retention and churn mitigation. Analyze Your Churn Data for Any Patterns.

Churn 52

Churn Retention Underperforming Technical Team Scale 52

Intercom, Inc.

JULY 11, 2019

But as the business becomes more successful – and there are resources to build a support team – additional layers begin to separate executives from their customers. If you’re a leader, he says, don’t try to scale your job. Here are five quick takeaways: Most sales and support teams talk about their jobs as a funnel.

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

ProfitWell

JUNE 7, 2020

However, there is one metric that has a direct impact on your bottom line that many businesses don't track—and that is average customer churn rate. Failure to track and improve customer churn rates can lead to the death of your business, particularly for subscription services that rely heavily on repeat customers. Just five percent.

Churn 83

Churn Payments Scale Underperforming Technical Team 83

SaaStr

JUNE 4, 2021

We can look back at how Datadog scaled. 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? We hired everybody on our teams.

Scale 266

Scale Underperforming Technical Team Sales Hiring Engineering 266

Baremetrics

AUGUST 6, 2021

This process is not reserved for the corporate world; the earlier appropriate HR processes are implemented, the greater the chances are that the company’s vision will retain its integrity at scale. Plan your hiring process long before adding people to the team. Want to Reduce Your Churn? So how do you find the right person?

Underperforming Technical Team 130

Underperforming Technical Team Outsourced Development Consulting Scale 130

User Pilot

NOVEMBER 12, 2023

Customer intent helps product teams understand customer needs and build solutions that delight users. Reduce churn : Customer intent analysis allows you to identify at-risk customers and address their concerns before they churn. Recognizing churn intent early is vital for customer retention efforts.

Scale 87

Scale Underperforming Technical Team Churn Trends 87

User Pilot

FEBRUARY 26, 2023

With the right survey questions, you can identify opportunities for improvement, fine-tune your product experience and prevent customers from churning. Examples of customer retention survey questions include: Net promoter score (NPS) : “How likely are you to recommend our product to others on a scale of 0-10?”

Retention 89

Retention Scale Underperforming Technical Team Churn 89

Frontegg

SEPTEMBER 9, 2021

With organizations scaling up exponentially in a matter of months and end-users expecting nothing but the best user experience (UX), passwords are being seen as the next big casualty, and rightfully so. With password authentication, there is always additional stress on IT and support teams. Passwords hurt business.

Underperforming Technical Team 98

Underperforming Technical Team Scale Technical Review Software Review 98

Intercom, Inc.

OCTOBER 16, 2018

But that approach doesn’t just apply to your supply chain management, revenue or churn rates – most fundamentally, it also applies to people and our performance. They help managers evaluate how their employees are doing, the value they bring to a team and how their work can be improved. But KPIs carry the risk of seeming impersonal.

Customer Support 154

Customer Support Underperforming Technical Team Scale Construction 154

User Pilot

MARCH 12, 2024

When left unaddressed, feature drop-offs lead to user dissatisfaction and result in churn. Prioritize feature development as per user needs. Poor onboarding. Churn rate. By tracking drop-offs, you can identify the features that contribute to churn and step in to improve the experience. Increase feature adoption.

Underperforming Technical Team 80

Underperforming Technical Team User Experience Retention Scale 80

Intercom, Inc.

MAY 13, 2022

Oftentimes a good customer service experience starts with developing a sound process. With ticketing workflows that put the emphasis on conversations not tickets, customer support teams now have the ability to categorize, prioritize, and assign issues as they arise. What is a customer service process? Messenger-based customer service.

Underperforming Technical Team 129

Underperforming Technical Team Customer Support Technical Support Churn 129

User Pilot

MARCH 27, 2023

We finish with an overview of product analytics tools that your team can benefit from. Product analytics are used not only by the product team but also by the customer success and the marketing team, as well as UX designers and devs. What’s more, you can collect data at scale for a more representative view.

Underperforming Technical Team 92

Underperforming Technical Team SaaS Churn User Experience 92

User Pilot

SEPTEMBER 14, 2023

TL;DR Customer discovery questions enable product teams to better understand customer needs and problems so that they can build products that the potential customer truly needs. Other data sources include product analytics, asking customer-facing teams, competitor analysis, and industry events.

Underperforming Technical Team 74

Underperforming Technical Team Scale Interviewing Social Media 74

User Pilot

MARCH 7, 2024

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. AI writing assistants help teams make their microcopies concise but informative and engaging.

Engagement 86

Engagement Metrics Underperforming Technical Team Scale 86

Frontegg

FEBRUARY 10, 2022

For example, app developers can implement a hybrid authentication setup in tandem with Social Logins if needed. Weak or reused passwords are often the culprit. No matter how well educated the end-user is, human nature always leads to poor security hygiene and compromised security standards. Less Stress on IT and Support Teams.

Underperforming Technical Team 105

Underperforming Technical Team Scale B2B Innovation 105

SaaStr

AUGUST 12, 2022

Jason recently opened up an AMA on Twitter Spaces to answer questions about scaling and VC funding. But it sounds like the bad news is you’ve got a limited runway. It’s not the investor’s problem if you have an expensive team. They know everyone, and if they don’t, someone on their vast team does.

Scale 196

Scale SaaS Payments Scaling SaaS 196

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? Then trying to maintain that as we scale is always the challenge. How have the other two of you thought about building out your team?

VP of Engineering 260

VP of Engineering Sales Hiring Sales Recruiting Underperforming Technical Team 260