SaaStr

AUGUST 5, 2019

Rajesh is going to walk you through the key elements of winning the long game in SaaS – how to win customers, how to create long-term relationships, and how to avoid churn. Churn management is a journey. The more the value the customer gets from the solution, the less the risk of churn. Want to see more content like this?

Sales Recruiting 183

Sales Recruiting Construction Scale SaaS 183

ChurnZero

MARCH 5, 2021

Have you ever bemoaned this common refrain after a customer unexpectedly churns? But still, when presented with the opportunity to leave, your customer just up and churns on you. Don’t Manage Customer Churn. Find out how to overhaul your process to improve the customer experience and mitigate churn. . What gives?

Customer Success 98

Customer Success Technical Review Churn Technical Support 98

Baremetrics

SEPTEMBER 26, 2021

Most SaaS companies keep an eye on churn, but do you calculate both revenue churn and customer churn? CAC-to-LTV ratio Churn i. Customer churn ii. Revenue churn iii. But how many SaaS financial metrics are you really tracking? Average cost of service (ACS) iv. Cost of customer acquisition (CAC) v.

Metrics 95

Metrics SaaS Payments SaaS Customer Lifetime Value 95

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. For many companies, the CSM role has become a catch-all for various tasks – from renewals and billing to technical support.

Customer Success 100

Customer Success Generative AI Scale AI 100

ChurnZero

MARCH 31, 2022

tech ops, AWS, technical support). A: I’d ignore early-outs in available to renew (ATR) churn calculations. The other answer: if they’re not a customer, they don’t count in churn; so maybe you don’t count them as customers until the end of the out period. * Q: Should you track partial churn (i.e.,

Customer Success 98

Customer Success Metrics Technical Review Scale 98

Kellblog

MARCH 13, 2020

churn ) that occurs when customers unsubscribe. Customer success is more focused on adoption and technical support. Since the VP of Customer Success is going to be measured, inter alia , on gross churn, they have a strong incentive call sales out and, if needed, put processes in place to prevent inception churn.

VP of Engineering 98

VP of Engineering Customer Success Sales Recruiting Acquisition 98

ChurnZero

JANUARY 20, 2021

The goal of Customer Success is to keep your customers satisfied and realizing value from your product, in turn, making them loyal and reducing churn. Author Bio: Justine Dennis is the Manager of Customer Success and Support at Fusebill. Implementing a system that captures feedback from customers, leads and other prospects.

Customer Success 98

Customer Success Scale SaaS B2B 98

User Pilot

MARCH 23, 2025

Higher engagement often signals users are satisfied, enjoying your app, and, therefore, less likely to churn. Churn rate What it measures: The percentage of users who stop using your app within a defined period. Why it matters: Monitoring churn helps identify and address problems before they lead to significant user loss.

Mobile 55

Mobile Underperforming Technical Team Engagement Metrics 55

Baremetrics

SEPTEMBER 15, 2021

If you’re still using spreadsheets and basic dashboards to monitor and manage your MRR, ARR, and churn, you’re not only operating inefficiently, but you’re also probably leaving money on the table. Want to Reduce Your Churn? Baremetrics measures churn, LTV and other critical business metrics that help them retain more customers.

Payment Features 95

Payment Features Payments Payment Solutions Subscription 95

Baremetrics

MARCH 23, 2021

Get deep insights into MRR, churn, LTV and more to grow your business. 1 Overview 2 Features Plans Point of Sale International Support Tools for Developers 3 Pricing PayPal’s Basic Fees Stripe’s Base Fees Stripe Billing 4 Usability 5 Customer Service & Technical Support 6 Final Word All the data your startup needs.

Payment Methods 93

Payment Methods Payment Services Payments Merchant Services 93

User Pilot

MARCH 7, 2024

Free tools offer basic functionalities but are limited in different aspects like customizations, technical support , and integrations with other apps. Paid tools come at a significant cost but offer more advanced features, dedicated support, and more app integrations. Sign up for a free Userpilot demo today! User segmentation.

Social Media 105

Social Media AI Search Mobile AI 105

FastSpring

SEPTEMBER 16, 2022

That said, it might be helpful to occasionally reach out to FastSpring leaders directly , especially if someone has a business need that doesn’t necessarily involve a technical question about our platform. We have a diverse group of FastSpring experts in the community, not just end-user technical support specialists.

SaaS Payments 148

SaaS Payments Payment Solutions Merchant Services Software Review 148

ChurnZero

AUGUST 25, 2020

Her focus is on capital-efficient , go-to-market strategies across sales, marketing, customer success and support. She thrives on helping entrepreneurs tackle challenges like reducing customer churn, creating efficient sales teams , increasing product adoption, and building a positive culture.

Scale 69

Scale Technical Review Venture Capital Software Review 69

ChurnZero

JUNE 26, 2020

Additional fees for license types, implementation, training, and technical support can lead to unintentional price mix-ups and underestimates. Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero.

Customer Success 98

Customer Success Software Review Software Scale 98

Baremetrics

MARCH 23, 2021

All the data your startup needs Get deep insights into your company's MRR, churn and other vital metrics for your SaaS business. 1 A Quick Overview Similarities Differences 2 Stripe vs. Recurly: Features 3 Stripe vs. Mostly you will use Stripe technical support for payment or integration with a third-party partner.

Payment Services 69

Payment Services Payment Features Payment Methods Payments 69

Sales Hacker

SEPTEMBER 24, 2022

A positive onboarding experience will keep customers returning for more and reduce the churn rate. Technical support. You need to get buyers accustomed to your products or services, act upon their feedback, and help them make the most out of their purchase. That’s what customer onboarding is all about. Guided tutorials.

Sales Funnel 131

Sales Funnel Outsourcing Services Underperforming Technical Team Social Media 131

User Pilot

MAY 8, 2024

Support : timely and effective help and assistance, including customer service , technical support, and resources for troubleshooting. For example, you can use it to predict which users might churn based on their NPS results so that you can guide them back onto the happy path. NPS results in Userpilot.

SaaS Payments 105

SaaS Payments Payment Solutions Payment Services Payments 105

Valuize Consulting

SEPTEMBER 16, 2024

After a successful launch, they’re left to fend for themselves until a problem arises or, even worse, customers churn. Implementation: Bringing Vision to Reality During implementation—a critical phase where churn often begins to take root—regular check-ins and progress updates keep the customer informed, motivated and engaged.

Management 52

Management Underperforming Technical Team Technical Review Customer Success 52

User Pilot

AUGUST 28, 2024

For instance, a customer onboarding coordinator at a game company might prioritize creating engaging first-time experiences for new players, while one at an ed-tech company might focus on ensuring smooth access to learning materials and providing technical support to students and educators.

Onboarding 52

Onboarding Technical Review Sales Recruiting Sales Hiring 52

Intercom, Inc.

JANUARY 5, 2023

If you’re short on time, here are a few quick takeaways: Don’t wait until churn becomes a problem to address the points of friction in your customer journey. In other words, customer churn is doing pretty well, it’s about the same as it’s been, and revenues are going up, “so we must be doing something well.”

VP of Engineering 139

VP of Engineering Pricing Technical Advisors Technical Review 139

User Pilot

FEBRUARY 3, 2022

This in turn drives retention and reduces churn. Self-service support reduces friction between the signing-up and reaching the activation point, boosting your trial-to-paid conversion rate. Miro uses in-app guides that cover technical support, use cases, and features: Source: Miro. Feature adoption rate. Wrapping it up.

Metrics 98

Metrics SaaS Social Media Onboarding 98

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero. .

Customer Success 98

Customer Success Sales Recruiting Sales Hiring Management 98

Audacix

MAY 23, 2018

By engaging in such amateur-hour practices you are setting yourself up for insanely high customer churn and poor reviews. End-User / customer churn is increasing as you transition away from legacy applications If you are experiencing this symptom, in short, you are probably hurting because you are losing money. your non-IT colleagues).

Underperforming Technical Team 40

Underperforming Technical Team Software Review Technical Review Software 40

ChurnZero

MARCH 31, 2022

tech ops, AWS, technical support). A: I’d ignore early-outs in available to renew (ATR) churn calculations. The other answer: if they’re not a customer, they don’t count in churn; so maybe you don’t count them as customers until the end of the out period. * Q: Should you track partial churn (i.e.,

Customer Success 52

Customer Success Metrics Scale Customer Lifetime Value 52

ChurnZero

OCTOBER 22, 2020

According to the report, “Customer Success Management (CSM) systems have a high benefit rating for companies that need to improve and automate post-sales processes, including onboarding, adoption, renewal processes, and churn mitigation. You must also consider the technical support that your team will require on a recurring basis.

Software Review 59

Software Review Technical Review Outsourcing Services Customer Success 59

User Pilot

AUGUST 24, 2021

The free trial stage of the user journey is a make-or-break period that will mark the difference between churn and growth. Miro has capitalized on the customer self-service strategy by implementing in-app guides that cover features, use cases, and technical support: Source: Miro. Improve trial conversion rates.

Software Review 98

Software Review Technical Review SaaS Scale 98

User Pilot

AUGUST 25, 2024

To become a product support specialist, start by obtaining a bachelor’s degree in computer science, information technology, or a related field. Gain experience in customer service or technical support roles, preferably in the SaaS industry. Certifications can further enhance your qualifications.

Technical Support 52

Technical Support Customer Support Onboarding Trends 52

How To Buy Saas

FEBRUARY 25, 2025

If your business requires intricate cross-object automations and you have technical support, Salesforce will not disappoint; if you prefer quick wins and easy workflow setup, HubSpot is a winner. It offers a gentle learning curve and quick setup, which can be a huge advantage for growing businesses without a lot of technical support.

Scale 52

Scale Underperforming Technical Team Technical Review Software Review 52

User Pilot

APRIL 16, 2025

Userpilot is an all-in-one platform that helps Product, UX, and Marketing teams reduce churn and drive adoption through code-free in-app experiences. This feature frees you from depending on technical support and accelerates iteration. Different module groups: Group links, videos, surveys, or flows in one resource center.

AI Search 52

AI Search Software AI Technical Support 52

User Pilot

JULY 28, 2024

They play a key role in implementing a positive customer experience , improving user retention, and minimizing churn rates. They play a key role in implementing a positive customer experience , improving user retention, and minimizing churn rates. Their efforts are instrumental in driving customer loyalty and product adoption.

Management 52

Management Sales Recruiting Sales Hiring Leadership 52

User Pilot

JUNE 9, 2021

With net promoter score surveys you can proactively identify and address problems before your customers churn due to poor experience. From sales through customer success to technical support. By measuring NPS you can proactively identify problems before your customers churn due to poor experience. Conclusion.

Management 52

Management SaaS Payments Payment Methods Payment Solutions 52

Chargify

OCTOBER 4, 2017

Quite simply, billing issues leave a bad taste in your subscribers’ mouths and increases churn. These bugs end up clogging support queues, angering customers, and fueling churn. That is a lot of churn that could be avoided. Provide A Better Experience For Your Customers. But, it’s more than that.

Subscription 51

Subscription Payment Features Merchant Services SaaS Payments 51

User Pilot

AUGUST 25, 2024

Entry-level roles : Start by gaining experience in customer-facing roles like customer service representative, sales associate, or technical support specialist. It covers topics like customer journey mapping, churn prediction, and customer health scoring. Certifications : Consider certifications in customer success (e.g.,

Onboarding 52

Onboarding Software Review Interviewing Technical Review 52

Totango

MAY 22, 2020

Offer training and technical support as needed. Monitor customer health scores and keep an eye on trends in retention and churn metrics. A myriad of potential solutions exist, including family discussions about office hours, closed doors, and soundproofing materials for walls or windows.

Customer Success 63

Customer Success Telecommunications Compensation Technology 63

User Pilot

FEBRUARY 13, 2025

Identify improvement opportunities Are you noticing a sudden drop in feature usage or a spike in churn? This way, product managers, marketers, and designers can access insights without waiting for technical support. Visualizing user behavior with the right data charts makes it easier to detect whats working and whats not.

Data 52

Data Technical Review Software Review Trends 52

User Pilot

AUGUST 27, 2024

Consider taking online courses or certifications related to customer support and software products. Seek Internships : Look for internships specifically related to customer support or technical support. Network : Connect with professionals in the customer support and SaaS industries.

Customer Support 52

Customer Support Social Media Scale Education 52

User Pilot

MARCH 18, 2021

There has to be cross-departmental and cross-functional cooperation between product, sales & marketing, customer success, and customer support to implement a successful customer retention strategy. Which will help reduce churn and increase retention. The technical support that you give your customers prevents them from churning.

Retention 52

Retention Strategy Underperforming Technical Team Technical Review 52