SaaStr

FEBRUARY 12, 2025

Lower Churn : When software is deeply embedded in industry workflows, switching costs become naturally high. The Revenue Impact This deep customer focus has significant financial implications: Higher ACVs : Deep industry-specific functionality commands premium pricing compared to horizontal solutions.

Construction 251

Construction Scale SaaS Travel 251

Intercom, Inc.

NOVEMBER 18, 2020

Below, we dive into the key trends from our research and reveal how support leaders can capitalize on the power of automation to tackle simple, repetitive tasks and resolve frequent queries. The post Transforming customer support with automation: Key trends and challenges for support leaders appeared first on Inside Intercom.

Customer Support 223

Customer Support Trends Scale Scaling 223

User Pilot

JUNE 2, 2025

78% of users churn in the first week after installation when brands dont have a clear engagement strategy based on regular push notifications. How to do it in Userpilot: Track user behavior, feature adoption , and engagement trends across both web and mobile devices in real time.

Mobile 100

Mobile Churn Scale Onboarding 100

Tom Tunguz

MAY 16, 2024

Ramp published its quarterly spending trends & revealed how businesses are spending on AI. 1 However, this isn’t a uniform trend. 1 However, this isn’t a uniform trend. There are many great data points that underscore the growth in AI but there are important nuances in the patterns.

AI 300

AI Churn Trends Pricing 300

ChurnZero

JANUARY 6, 2025

” So what 2025 customer success trends can we anticipate? Trend 1: Customer teams strengthen their revenue focus. Trend 2: AI and automation become transformative. Trend 3: Customer teams double down on outcomes and value. Trend 4: Digitally enhanced human relationships continue to evolve. Were here to help.

Trends 52

Trends Customer Success Scale AI 52

SaaStr

MAY 27, 2023

Churn too high Burn too high Competitors growing faster Already raised “too much” capital The post Dear SaaStr: When is a Startup Ready to Raise Venture Capital These Days? Doesn’t really matter why. At seed stage, no strong CTO or technical team isn’t full-time or is outsourced. appeared first on SaaStr.

Venture Capital 284

Venture Capital Startup CTO Churn 284

USIO

JUNE 10, 2025

Brand Loyalty at Stake : Slow or clunky refund experiences can lead to negative reviews or churn. Real-Time Payments (RTP) Adoption : RTP volume is growing fast, and customers love the speed. What Modern Solutions Look Like in 2025 Automated Dormancy Tracking : Smart systems monitor inactive funds and trigger workflows before deadlines hit.

Payment Solutions 130

Payment Solutions Payment Services PayPal Traceability 130

SaaStr

FEBRUARY 27, 2021

This trend has been true for a while, and now both its Service Cloud and its Platform group are bigger and faster growing than the classic CRM product we all know and use. Churn Still a Bit Elevated Since Covid. With 20% overall growth, but only 17% growth in deferred revenue / RPOs, churn is still a bit elevated.

Deferred Revenue 313

Deferred Revenue Cloud Churn Scale 313

SaaStr

MAY 30, 2022

High NRR can hide logo churn. I also see this, in high NRR environments, there isn’t enough talk about logo churn. This will expose trends you don’t otherwise see, especially in your smaller customers. Losing a few $10k customers seems OK if you upsold $100k. Again, the high NRR can mask the customer loses.

Retention 328

Retention Customer Success Churn Trends 328

SaaStr

JANUARY 17, 2021

In practice, high churn is the only thing. Then, segment your NPS and CSAT, so you can see the trend s. Put NPS and CSAT and churn in every weekly and monthly email. Because churn will be higher than average. Worst case, you’ll never really truly benefit from net negative churn. It’s not that hard.

SaaS 363

SaaS Venture Capital Churn Branding 363

Tom Tunguz

APRIL 14, 2020

About 54% of respondents have seen higher churn; the other half has seen no change. These trends fall in line with what we are observing across our portfolio. Business travel, new hires, and new software purchases were the top categories of budget reductions. Typically, go to market hiring is paused for most businesses.

Sales Hiring 334

Sales Hiring Sales Forecasting Travel 334

SaaStr

SEPTEMBER 21, 2021

The other day Nick Mehta CEO of Gainsight invited me to talk about the latest trends in Customer Success. A few points we dove in on: Should your VP of CS be most focused on NRR or Churn? Aim for churn at least as low as they have. The full session is below. The real answer is often — whatever they are best at.

Customer Success 271

Customer Success Churn Trends Startup 271

User Pilot

OCTOBER 31, 2024

These issues might range from low engagement with specific features to a high churn rate or poor user onboarding. Focus on actionable product metrics While it’s easy to get lost in a sea of metrics (like churn rate , customer lifetime value, or monthly recurring revenue) not all metrics are equally useful.

Strategy 105

Strategy Underperforming Technical Team Government Customer Lifetime Value 105

Clouded Judgement

JUNE 23, 2023

Every week I’ll provide updates on the latest trends in cloud software companies. Subscribe now MongoDB Atlas Consumption Trends I loved this chart from Mongo’s investor day. I posted a longer recap that you can find here , but wanted to highlight a few trends around growth, net retention, sales efficiency and FCF margins.

Trends 130

Trends Cloud Retention Subscription 130

SaaStr

APRIL 26, 2023

Most of the website / presence growth came from price increases, which saw limited churn as a result. Churn was modest from their price increase, leading to material growth. Relatively inexpensive products selling to SMBs that are truly valuable don’t see much increased churn from moderate price increases. #3.

Scale 291

Scale SMB Churn Pricing 291

Clouded Judgement

AUGUST 11, 2023

Every week I’ll provide updates on the latest trends in cloud software companies. The good news is gross retention (ie churn) stayed constant. The broadly was a reversal from the trend in Q1. Follow along to stay up to date! On the surface, it wasn’t good. However, it’s not showing up in the data yet.

Cloud 130

Cloud Trends Azure GCP(Google Cloud Platform) 130

SaaStr

FEBRUARY 25, 2025

AI Demo Stage SaaStr Annual provides a comprehensive view of the current B2B landscape, emerging trends, and competitive movements. Sessions often cover specific benchmarks for customer acquisition costs, churn rates, expansion revenue, sales efficiency, and other SaaS-specific metrics.

Sales Recruiting 183

Sales Recruiting Scale CTO Hire Sales Hiring 183

SaaStr

AUGUST 28, 2024

Shopify has seen the same trend with its SMBs as well. 5 quarters is fairly efficient for an enterprise model, but it’s not always enough for SMBs if the churn is high and NRR low. Float began to get material pre-IPO. Fast forward to today, and only 20% of its revenue is from software subscriptions.

Payments 292

Payments Payment Solutions SMB Acquisition 292

Clouded Judgement

JUNE 6, 2025

Every week I’ll provide updates on the latest trends in cloud software companies. Customers sign multi-year contracts, churn and expansion are stable, and revenue can be confidently modeled. Follow along to stay up to date! Subscribe now How to Spot ERR Last March (crazy it’s already been a year since I wrote this post!)

Cloud 146

Cloud Technical Review Software Review Technical Advisors 146

FastSpring

JUNE 9, 2025

By allowing customers to pause their subscriptions, businesses can retain them over the long term, improving customer lifetime value and reducing churn rates. Reduced Churn By providing an alternative to cancellations, businesses can significantly reduce churn rates.

Merchant Services 78

Merchant Services Subscription Payment Features SaaS Payments 78

SaaStr

JUNE 8, 2022

This trend had started several years ago, but even in 2021, 63% of revenue was from 10 seat or smaller customers. It seemed like Zoom could defy the churn we see with so many SMB self-serve apps, but in the end, it couldn’t as it approached $4B ARR. #5. 5 Interesting Learnings: #1.

SMB 339

SMB Enterprise Engineering Scale 339

SaaStr

SEPTEMBER 5, 2022

Product-led growth (PLG) companies have become a major trend in the world of SaaS over the last few years. PLG companies are constantly fearful of high churn rates, and for good reason. But by building stickiness within the product, churn should steadily decrease.”. There is no doubt that churn can be high in PLG companies.

Sales Recruiting 284

Sales Recruiting Business Pricing Churn 284

SaaStr

NOVEMBER 4, 2021

2 drivers stood out as notable: Customer Acquisition Cost (CAC) and Churn. In terms of Churn, “Rule of 40″ Qualifiers” had 29% lower Gross Dollar Churn. The impact of this CAC and Churn outperformance shows up in 83% better capital efficiency for “Rule of 40” Qualifiers.

SaaS 317

SaaS Technical Review Benchmarks Azure 317

SaaStr

FEBRUARY 17, 2021

Wix has benefitted from those trends, not just crossing $1B in ARR, but growing a very impressive 29% year-over-year at $1B in ARR! While Wix’s actual churn is a bit unclear, this is a super interesting presentation of CLTV. And a $15B+ market cap!! An incredible journey from a fairly simple product at founding in 2006.

Payment Methods 307

Payment Methods Payment Solutions Payments SMB 307

SaaStr

DECEMBER 1, 2021

The trends indicate that there is an influx of spending on solutions that make remote work more simple. Reduced friction in the software buying process is a trend that has already been building momentum over the years. You’ll also want to monitor churn risk closely. Email * The latest SaaStr updates straight to your inbox.

Software Review 284

Software Review SMB Enterprise Software 284

SaaStr

APRIL 4, 2025

The most successful companies recognize that fantastic docs drive adoption and bad ones cause customers to churn. Promptless AI: An AI teammate that automatically updates your customer-facing docs Docs are integral to a great customer experience, but managing them is a challenging, multi-team effort.

AI Search 169

AI Search AI Startup Scale 169

SaaStr

FEBRUARY 14, 2021

The key is a combination of (x) churn and (y) value. Virtually every self-service, individual seat web service churns at a relatively high rate — from maybe 2.5% And what you’ll find is epic on the churn side. Your churn as the deal gets just a smidge bigger will fall dramatically, toward 1-1.5%.

Revenue 261

Revenue Sales Hiring Customer Lifetime Value Churn 261

User Pilot

MARCH 25, 2024

A user activity trend can provide key insights into changing user behavior and help you increase conversion rates and product engagement. In this article, we’ll dig deeper into what user activity trends are and outline the key tips to monitor them. TL;DR A user activity trend represents a pattern or change in user behavior over time.

Trends 105

Trends Acquisition Retention Engagement 105

SaaStr

JULY 11, 2024

In this article, you’ll learn about the 4 vital signs investors are looking for: Revenue growth Sales efficiency Churn Cash burn When you’re at $0-$5M in revenue, most of your investment goes into product. For churn , investors focus on gross annualized churn; somewhere in that 10% to -10% range is where you want to be and no worse than that.

Scale 300

Scale Scaling Churn Investment 300

SaaStr

OCTOBER 26, 2023

In a year like this, SMB is doing worse, with a lot more churn and startups going out of business. Sometimes, it might look like SMB churn when they’re really just moving into mid-market. Let’s look at the trends Greenhouse is seeing in Enterprise, mid-market, and SMB over the last 12 months. The era of free money is over.

Sales Hiring 281

Sales Hiring AI SMB Scale 281

Intercom, Inc.

APRIL 14, 2020

This has long been one of the most popular topics on Inside Intercom, and over the years we have examined retention from a number of different perspectives – from measuring net dollar retention to understanding activity churn; from cohort analysis to re-engagement messaging strategies. Reduce churn by re-engaging your customers.

Retention 245

Retention Customer Lifetime Value Churn Acquisition 245

User Pilot

SEPTEMBER 26, 2024

When they faced challenges with customer churn , they turned to Userpilot. The company faced a month-on-month churn rate of 3%. Results : By leveraging NPS surveys , Unolo was able to reduce its churn rate by 0.5% Reducing customer churn was one. Their month-on-month churn rate of 3% was too high. Book a demo!

Churn 105

Churn Education Product Marketing Customer Support 105

SaaStr

DECEMBER 4, 2023

They wanted to quantify this trend of a longer sales cycle, so they commissioned a study of 500 revenue leaders in the U.S. About a quarter of customers do churn because of a lack of these options. During that same price increase time period, they reduced churn by 60% because of this flexible pricing structure.

SaaS Payments 282

SaaS Payments Payment Services Payments Payment Features 282

User Pilot

MAY 27, 2025

Spot early signs of churn by identifying patterns in disengaged users. Simplify with Userpilot: Create cohorts based on user or company properties, filter data by segments, and view retention trends over customizable periods with Userpilot. Create cohorts, build retention tables, and visualize retention trends with Userpilot.

Mobile 96

Mobile Retention Payment Features Onboarding 96

SaaStr

APRIL 13, 2023

Leveraging decades of experience in B2B market intelligence, analytics, content trends, and predictive intent, DemandScience delivers healthy data and prioritized buyer insights that align sales and marketing professionals with more qualified audiences. Domo transforms business by putting data to work for everyone.

Scale 259

Scale Compensation B2B Innovation 259

SaaStr

MARCH 22, 2023

Operating margins are trending up. While UiPath isn’t immune to macro issues and more CFO scrutiny, one thing they aren’t seeing is higher downgrades, churn, cancellations. Targeting 9.5% gross operating margins for the year. They were 6% the prior year. #5. That’s real ROI. And a few bonus learnings: #6. They stick with UiPath.

Scale 284

Scale Cloud Scaling Churn 284

User Pilot

NOVEMBER 7, 2024

Reports & analytics : Provide tailored analytics, dashboards, and reporting capabilities to track customer engagement, identify trends , and enable data-driven decision-making for improved customer success. Churn risk and upsell opportunities predictions. Analytics reporting (funnels, trends, paths, retentions).

Customer Success 105

Customer Success Enterprise Software Review Startup 105