SaaStr

SEPTEMBER 9, 2022

Sales reps in low NRR and high churn environments got paid almost the same as enterprise reps. Ultimately, so much AE and SDR comp math from the 2019-2021 era just doesn’t end up making sense once there’s a bit less venture capital in the system. This makes no sense. Truly dramatically. It’s a slow reckoning in some cases.

Scale 345

Scale Venture Capital Sales Hiring Sales 345

User Pilot

NOVEMBER 7, 2024

Let’s review everything your customer success team has to do in the absence of any customer success tools. Assess integration capabilities : Make sure the platform can connect seamlessly with your current systems to provide a holistic view of customer interactions , without duplicating efforts. G2 rating : 4.4 G2 rating : 4.8

Customer Success 105

Customer Success Enterprise Software Review Startup 105

SaaStr

MARCH 17, 2021

Due to that convenience, departments and teams tend to seek out best-of-breed cloud applications, streamlining foundational and specialized functions through automation. With this unified knowledge, you can personalize interactions, proactively reduce churn, and enable upselling opportunities. Employee Hiring and Onboarding.

Sales Hiring 325

Sales Hiring Scale Technical Review Marketplace as a Service 325

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 132

Churn Customer Success Systems Review Outsourced Development 132

SaaStr

NOVEMBER 22, 2020

Measure leading indicators and not lagging indicators like churn. Review your customer’s problem journey at pre and post current stages. Determine if your company is direct vs. indirect sales-led for tech alliances, channels, and Student Information Systems. Once you figure that out, you can expand your scope. .

Scale 325

Scale Scaling Technical Review Systems Review 325

SaaStr

JUNE 5, 2020

With the Salesforce IPO in 2004, we saw the first sign that institutional investors were comfortable with a standard set of SaaS metrics: Churn, sales efficiency , ARPU, LTV, customer acquisition cost , and so on. . Debt providers take less risk, and expect less reward due to the predictive nature of a standard set of SaaS metrics.

Venture Capital 294

Venture Capital Technical Review SaaS Scale 294

SaaStr

APRIL 30, 2024

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. So Kyle paused the Growth plan that was already in place until they got churn in a better place. Let’s look at a loose timeline of Owner’s journey.

Scale 306

Scale SMB Sales Hiring Sales 306

SaaStr

JANUARY 18, 2023

Even if, say, a new ATS system didn’t make the cut this year, if your solution is not too expensive — your champion may still be able to get it done. A startup I invested in just emailed me that one of the top customers is churning due to a new CFO — even though their usage and NPS are off the charts. Just not this year.

Sales Recruiting 316

Sales Recruiting Sales Hiring Technical Review Software Review 316

SaaStr

MARCH 31, 2019

Their churn is lower in the channel, as are total sales and marketing costs. This is most likely due to the fact that communications platforms are quite different in different countries. RingCentral has gone impressively upmarket from its earlier days as simply an inexpensive voice tree system for small businesses.

Systems Review 257

Systems Review SMB Cloud Enterprise 257

User Pilot

OCTOBER 19, 2024

Integration : The product works well with other tools and systems. They include metrics like the Net Promoter Score , Customer Effort Score , Customer Churn/Retention Rates , etc. According to one report, 95% of customers will read online reviews before buying a product. Userpilot review on G2.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

SaaStr

FEBRUARY 15, 2021

The first 2 scaled reps you hire that hit plan (some may churn before then) get special training. And review key losses. Force yourself to spend a few hours a week listening to their calls recorded in Gong or Chorus other services built into Salesloft and other systems. Almost always there is a strong correlation to No Training.

Scale 348

Scale CTO Hire Sales Hiring New CTO 348

Neil Patel

MARCH 1, 2021

One simple yet powerful marketing tool you can use to your advantage is the Google Customer Reviews feature. Research shows that 70 percent of people trust online reviews more than they trust advertisements. That’s why getting as many reviews as possible from your customers can be one of the best things you can do for your business.

Software Review 130

Software Review Systems Review Merchant Services Social Media 130

SaaStr

MAY 4, 2022

As difficult as SaaS companies can be to build, that can go double for things like setting up billing systems and automating revenue. Maybe your billing system is not ready, your invoicing is a patchwork, or your reconciliation and invoicing have to be done manually. Understand your key stats, whether that’s MRR, ARR, or churn.

Payment Features 262

Payment Features Payment Services Outsourcing Services Payment Solutions 262

Intercom, Inc.

AUGUST 17, 2020

Increased churn. Onboarding and nurturing customers are integral parts of the customer experience, so it stands to reason that if your onboarding and product language isn’t accessible, those customers will likely churn. For international expansion to be a successful lever for growth, localization is a critical precursory step.

Investment 276

Investment Scale Software Review Systems Review 276

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 125

Churn Outsourced Development Education Systems Review 125

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business. Here we’ll look at four proven strategies for reducing customer churn.

Churn 102

Churn Strategy Technical Review Benchmarks 102

Stax

NOVEMBER 27, 2023

KYC’s three main components are the customer identification program (CIP), which was imposed by the USA Patriot Act in 2011; customer due diligence (CDD); and regular monitoring of the customer’s account and activities, which is also called enhanced due diligence (EDD). In the U.S.,

Merchant Services 88

Merchant Services Payment Services Systems Review Technical Review 88

User Pilot

JUNE 26, 2023

How to create customer feedback systems to gain insights into user needs ? TL;DR Customer feedback systems are frameworks for collecting, organizing, and analyzing customer feedback for actionable insights. For example, you can improve user experience with in-app guidance , enhance the customer support system, or release new features.

Systems Review 98

Systems Review Social Media Technical Review Software Review 98

Clouded Judgement

AUGUST 25, 2023

” Product Overview At their core, Klaviyo is a marketing automation solution that covers email, SMS, mobile push, and reviews, tying it all together in a customer data platform. Our data store synchronizes unaggregated, historical profile data with real-time event data in a single system-of-record. ” “Data Layer.

Benchmarks 246

Benchmarks Artificial Intelligence Data Software Review 246

User Pilot

MARCH 9, 2025

According to Harvard Business Review, 80% of new products fail, primarily because companies fail to conduct proper customer research. To keep the data manageable, you also need to have a system of data organization in place, such as transcriptions, spreadsheets, qualitative analysis tools, etc.

SaaS 83

SaaS Social Media Interviewing Scale 83

User Pilot

MARCH 17, 2023

How do you perform a customer churn analysis that gives you the necessary insights to boost retention and grow your SaaS business ? In this article, we cover how to measure and analyze churn to gather actionable data. Plus, learn four efficient strategies to lower your churn rate. Learn from churning customers.

Churn 98

Churn SaaS Payments Payment Solutions Customer Lifetime Value 98

Valuize Consulting

DECEMBER 17, 2024

Revenue-based ratios often lead to overstretched CSMs who burn out and quit, and under-supported customers who fail to achieve value and churn. Adoption Activities Needed : Data migration and integration with existing systems. Adoption Stage/Maturity : Onboarding with initial implementation underway.

Technical Review 52

Technical Review Systems Review Headcount Scale 52

SaaStr

JANUARY 12, 2022

You just close more, and churn less, and upsell more, when you show up. Because you’ll lose another, and/or not close enough key prospect, due to that gap. Few things are worse than churn-and-burn deals. ” — Vivek Menon, Product @ Cisco DNA Spaces | VP of Marketing @ July Systems. Are we sure?

CTO Hire 328

CTO Hire Sales Hiring New CTO CTO 328

User Pilot

APRIL 30, 2025

Its about building a repeatable system that drives discovery, boosts engagement, and keeps users coming back. Its a system to make your app discoverable, shareable, and credible without relying on blind luck or paid ads alone. Here’s how to build that system: 1. But good reviews dont happen automatically.

Strategy 66

Strategy Mobile Systems Review Scale 66

SaaStr

NOVEMBER 4, 2022

Post PMF, when you start scaling your business, burn multiple is inflated due to R&D costs, a necessity for infrastructure and platform companies. CAC payback factors in all the health indicators of your business: GTM efficiency, ARR growth, churn rates, and gross margin. Back up the system financially with enterprise sales.

Scale 49

Scale Growth Hacking Systems Review Finance 49

Blulogix

DECEMBER 5, 2024

Hybrid pricing models, which combine subscription fees with usage-based charges, are becoming increasingly popular due to their ability to align costs with actual customer usage. MSPs must invest in automated systems that can manage these complexities and ensure that customers are billed accurately.

Payment Features 59

Payment Features Subscription Pricing Technical Review 59

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. Here’s an idea: Create a quick view for customer engagement in your CRM system.

Payment Services 102

Payment Services Churn Payment Methods Payment Solutions 102

ChurnZero

OCTOBER 26, 2021

stars on the most popular software review platforms (G2, Capterra, and GetApp – all of which use a 5-star rating scale). ChurnZero helps subscription businesses fight customer churn. APPEALIE also conducts further due diligence beyond entrant applications to ensure each winner meets its standards of excellence.

Development Team Review 98

Development Team Review Software Review Systems Review DevOps as a Service 98

User Pilot

OCTOBER 20, 2024

The customer churn rate is high. One major reason to use a gamified onboarding process is that it addresses low customer engagement , which correlates with low product adoption rates and high churn. In this case, badges encourage users to contribute more reviews in exchange for social recognition of their efforts.

Onboarding 102

Onboarding Engagement Software Review Retention 102

ChurnZero

APRIL 11, 2025

Is your onboarding process a well-oiled machine of timely tasks and thresholds, until a customer gets stuck with no clear steps for collecting or reviewing feedback? Use whatever system works best for your business – created terms like decision makers and champions, or based on customer maturity, industry, or other demographics.

Onboarding 86

Onboarding Strategy Technical Review Customer Lifetime Value 86

ChurnZero

MAY 16, 2025

While some CRMs allow for basic account management, they still lack the tools to proactively manage customer retention, identify churn risks , or drive product adoption. Flag churn risks proactively before they become a problem. Facilitate success plans and business reviews to drive long-term value and adoption.

Payments 52

Payments Customer Success Payment Solutions Payment Services 52

Blulogix

FEBRUARY 12, 2025

Yet, many businesses fail to maximize their NRR potential , often due to poor renewal management, missed upsell opportunities, and misalignment between billing and customer engagement. High-performing subscription businesses use NRR as a growth engine , ensuring that renewals and expansions outpace any losses from churn.

Payment Features 59

Payment Features Subscription Payments Payment Services 59

Intercom, Inc.

JUNE 13, 2022

For example, you can segment your NPS® scores by region, product feedback by user persona, churn reasons by subscription type, and more – enabling you to better understand your customers and quickly take action based on their feedback. Satmetrix Systems, Inc., and Net Promoter System? Satmetrix Systems, Inc.,

Data 197

Data Software Review Systems Review Mobile 197

Totango

SEPTEMBER 3, 2021

A quarterly business review (QBR) is a chance to bring together your executives and your clients’ executives to discuss the health of their business and your relationship, to discuss their future goals and plans, and to strategize how you can deliver more value to them based on those factors. Engaging Customers in a QBR .

Systems Review 102

Systems Review Software Review Business Benchmarks 102

Blulogix

FEBRUARY 3, 2025

With advancements in AI, automated workflows, and integrated billing systems, companies are no longer reacting to renewals; theyre proactively managing them to increase retention, maximize revenue, and reduce operational costs. This reactive approach leads to revenue leakage, customer churn, and missed upsell opportunities.

Payment Features 59

Payment Features AI Search Management Scale 59

Stax

JANUARY 29, 2024

However, staying focused on the big picture can be challenging if your business is bogged down by repetitive payments and intricate billing procedures—both common hurdles for a billing system with inadequate functionality. Additionally, the platform automates the dunning process to reduce customer churn and revenue leakage.

Stax 88

Stax Payments Payment Services Payment Features 88

Intercom, Inc.

FEBRUARY 20, 2018

All too often, onboarding is a finite project that’s owned by a single team (probably product or growth) and has a due date. If you can activate customers in their first visit, you’ll see significantly less churn than if customers need to revisit multiple times before they get any value from your product.

Onboarding 223

Onboarding Systems Review Education Software Review 223