SaaStr

DECEMBER 3, 2024

Start With The Hard Problems Rather than building basic CRM, Veeva tackled complex regulatory and compliance challenges that kept pharma CIOs up at night. They expanded into quality, regulatory, clinical and more – capturing more and more of each customer’s tech stack. Classic vertical SaaS expansion.

SaaS 258

SaaS Leadership Cloud Enterprise 258

User Pilot

JULY 29, 2024

Looking for the best customer success management software to power up your product growth strategy, but you are overwhelmed with so many options in the market? TL;DR Customer success software refers to tools that help manage customer experiences and drive customers toward their desired outcomes.

Customer Success 105

Customer Success Software Management SaaS 105

ChurnZero

MARCH 24, 2025

Too many customer teams are still relying on mismatched technologyand it’s holding them back. ChurnZeros latest Customer Success Leadership Study found that technology adoption shifts depending on company size by revenue. A CRM is a great tool for sales operations, but it falls short for customer success needs.

Technology 52

Technology Customer Success Scale ChatGPT 52

User Pilot

SEPTEMBER 2, 2024

Userpilot’s SaaS Product Metrics Benchmark Report has found that compared to other industries, healthcare SaaS companies perform lower across most of the 6 metrics we studied. You will also learn how healthcare companies can improve their product metrics. In the report, we look into 6 metrics: New user activation rate.

Healthcare 105

Healthcare Benchmarks Metrics Onboarding 105

SaaStr

NOVEMBER 28, 2022

Governance and compliance are core to alignment. For example, after a GTM team signs on a customer, the customer success team, finance team, and systems team will live with that order. Set them up for success. . Align on success metrics. Governance is a critical component of how you grow and scale.

Scale 246

Scale Finance Sales Hiring Scaling 246

SaaStr

JULY 12, 2024

Grafana Labs still has features and capabilities they hold back that appeal to large enterprises, such as things around security and compliance. Less Than 1% of Grafana Labs’ Users Pay The 6,000 to a million ratio is staggering regarding how much usage there is vs. paid customers. They’ve achieved that goal, but the balance is hard.

Scale 284

Scale Scaling Sales Hiring Sales Recruiting 284

SaaStr

NOVEMBER 25, 2022

When you buy one Atlassian product and have your compliance requirements checked, you automatically get all the other product compliance requirements. This makes it easy for customers to expand their use cases. Another noteworthy point about the Atlassian Cloud Platform is its extensibility.

Scale 258

Scale Scaling Marketplace as a Service Entrepreneurship 258

ChurnZero

DECEMBER 19, 2024

Theyquestion the status quo, and relentlessly pursue their customers’ success, using ChurnZero software to power their initiatives and achieve breakthrough results. We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! Here’s who they are, and how they did it.

Customer Success 52

Customer Success Scale Underperforming Technical Team Innovation 52

User Pilot

MAY 16, 2023

What are value metrics? We also examine a few examples of how companies use value metrics in their pricing strategy. TL;DR Value metrics are the features of a product that customers associate with its value and are happy to pay for. To identify your value metrics look at your product use cases. Why do they matter?

Metrics 98

Metrics Customer Lifetime Value SaaS Pricing 98

User Pilot

JANUARY 11, 2024

Identify key metrics for satisfaction and engagement, and check to ensure you’re hitting your targets. Once you’ve got all the data you need, you’ll also need to perform KYC (know your customer) verification to achieve regulatory compliance. Monitor customer satisfaction and retention with Userpilot.

Onboarding 105

Onboarding Payment Services Customer Success Payment Solutions 105

Valuize Consulting

DECEMBER 17, 2024

Defining the right Customer Success Manager (CSM)-to-account ratio is a nuanced challenge. This applies to any customer success focused role assigned a portfolio of accounts. Getting it wrong impacts your Net Revenue Retention (NRR) performance, customer experience, and operational efficiency.

Technical Review 52

Technical Review Systems Review Headcount Scale 52

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. Customer success continues to evolve as a practice within companies that enjoy recurring revenue models.

Customer Success 98

Customer Success Sales Recruiting Sales Hiring Management 98

Frontegg

JUNE 9, 2025

Simplified compliance : AaaS sometimes includes tools to meet regulatory requirements like GDPR, CCPA, HIPAA, data residency, SOC2, or the products might be certified compliant themselves. Features, such as detailed audit logs and reporting, simplify compliance management.

Outsourcing Services 52

Outsourcing Services Technical Review Outsourced Development Cybersecurity 52

Valuize Consulting

APRIL 4, 2025

Customer Success isnt just a departmentits the engine of sustainable growth. Were experts at innovation and market disruption, but are we truly harnessing the full potential of our Customer Success (CS) operations? Too often, organizations rely on intuition and high-level metrics.

Scaling 52

Scaling Data Healthcare Cost optimization & reporting 52

Valuize Consulting

NOVEMBER 19, 2024

Predictive analytics is one such strategy, unlocking powerful insights into customer intent and redefining the way organizations approach customer success. Key Advantages of Predictive Analytics for B2B Customer Success 1. Clean, integrated data sets the stage for accurate predictions.

B2B 52

B2B Machine Learning Artificial Intelligence Outsourced Development 52

Sales Hacker

MAY 30, 2025

Metrics that once clashed, like MQLs vs. Closed Won, begin to move in sync. Bi-weekly : Funnel metrics and campaign audits. At AppFolio, the team built UCE: Unified Customer Experience. Tracks metrics across the full customer journey. Friction gives way to flow. more likely to exceed them. The result?

Scale 104

Scale AI Search Technical Review Systems Review 104

Sales Hacker

OCTOBER 2, 2020

A Sales Engagement platform is a technology platform that brings sales (and often customer success) activities under a single roof, allowing sales professionals to efficiently and effectively focus on selling. Conversational intelligence, forecasting, customer success and more will all ultimately live in one tool.

Scale 138

Scale Engagement Sales Sales Enablement 138

Blulogix

MARCH 25, 2024

This post covers the challenges of financial process complexity and outlines strategies for streamlining these critical operations, ensuring accuracy, compliance, and customer satisfaction. As businesses strive to adapt to the evolving landscape of subscription services, the intricacy of financial operations increases.

Payment Services 94

Payment Services Payment Features Subscription Payments 94

User Pilot

OCTOBER 20, 2024

For example, customers may currently have to fill out a form and wait for a customer success/support agent to reach out to them and demo the product. Data security and compliance. Step 7: Measure the performance and improve Finally, roll out your automated onboarding process to your entire customer base.

Onboarding 105

Onboarding Underperforming Technical Team Transportation Scale 105

Chart Mogul

DECEMBER 15, 2020

We spend so much time discussing metrics and concepts, that we sometimes forget that not everyone is well-versed in the language of SaaS. It is no surprise then, that from metrics to hiring, acronyms are widely used in the industry. The Ultimate SaaS Metrics Cheat Sheet. We’ve structured the cheat sheet in different sections.

Sales Hiring 98

Sales Hiring SaaS Finance compliance 98

Intercom, Inc.

MAY 24, 2018

One of our first products was a Watchlist API, which is for OFAC compliance. Enabling customer success. What was it like for you as you brought sales and customer success on board? We brought true customer success on a little bit too late. Adam: How are you defining customer success in your context?

Data 182

Data Scale Underperforming Technical Team Sales Hiring 182

CloudGeometry

MARCH 22, 2022

SaaS business metrics are not hard to find ; we won’t analyze them in-depth here. As it turns out, SaaS operational platform metrics are also abundant. However, it is still too often the case that business metrics and operations metrics live in parallel universes.

DevOps as a Service 130

DevOps as a Service Software Delivery Well Architected Framework AWS 130

Sales Hacker

JANUARY 5, 2024

More for your eyeballs: David Sacks published a great piece about the dark side of sales , outlining sales incentive problems and elements of the sales compliance regime. Payback will be the metric to pay attention to.” On the strategic side, 2024 predictions have been flowing for the past two weeks.

Scale 122

Scale Sales Social Media AI 122

User Pilot

MARCH 21, 2023

Application metrics are quantifiable measures of product performance. Application analytics uses metrics to make conclusions. Application analytics vs application metrics Application metrics are quantifiable measures that you can use to track and evaluate the performance of your product.

Management 98

Management Technical Review Outsourced Development Mobile 98

Stax

MARCH 18, 2025

SaaS Growth and Operational Metrics To Track One of the best ways to ensure that your SaaS operations are on the right track toward high growth is by tracking key metrics. Consider the following SaaS metrics important for performance monitoring to ensure your company is operationally strong. Churn rate. Activation rate.

Scale 117

Scale Payment Services Payments SaaS Payments 117

User Pilot

MARCH 21, 2023

It offers advanced security and compliance features and priority support. It adds unlimited saved reports and saved cohorts, the modeling layer, and email support. The Enterprise plans start at $1,667/month and can serve 1B+ events. Mixpanel gets stellar user reviews but the price comes up as one of its weak spots.

Pricing 98

Pricing Software Review compliance Retention 98

SaaStr

APRIL 4, 2019

Because the business world is changing and your customers may demand that you run on certain locations and there are more and more regulations, compliance, GDPR, data residency that everyone in at a certain scale has to be compliant with. What about compliance? Things like customer-managed encryption keys.

Cloud 171

Cloud Scale Trends Artificial Intelligence 171

FastSpring

JANUARY 27, 2022

“This score then determines how we’ll manage the relationship through onboarding and customer success, including whether they need further education on the benefits of marketing attribution or more advanced advice on how else our product can bring operational and strategic improvements across their business.”.

Merchant Services 146

Merchant Services Payment Services SaaS Payments Payment Solutions 146

User Pilot

JULY 21, 2024

TL;DR Userpilot is an all-in-one product growth platform that helps boost growth metrics at every stage of the user journey. Userpilot is an all-in-one product growth platform that enables product teams to deliver personalized in-app experiences and increase growth metrics at every stage of the user journey. Product Experimentation.

Technical Review 104

Technical Review Pricing Software Review Enterprise 104

User Pilot

NOVEMBER 30, 2023

Mixpanel reports help you keep track of key metrics in your product analytics portfolio. Mixpanel is a better option for SaaS, while you may find Google Analytics more suitable to track marketing and e-commerce metrics. The “Compare to past” button lets you select a previous time period or custom date range.

Scale 105

Scale Retention Trends Pricing 105

User Pilot

APRIL 3, 2024

TL;DR Dashboards display critical business data in real-time, streamlining decision-making and focusing on key metrics. When choosing a dashboard tool, pay attention to the ease of use , customization, integrations , value, and data privacy to meet business needs effectively. Custom dashboards are coming to Userpilot soon!

Scale 104

Scale SaaS Mobile Data Analysis 104

SaaStr

AUGUST 7, 2020

We were really impressed with her and she ended up becoming one of your… I kept saying, “You need to hire her,” and she became one of your customer success managers, if I recall. Rob Bernshyten: I think you have to combine backwards looking metrics. Trisha Price: Yes. Trisha Price: That’s right.

Payment Solutions 212

Payment Solutions Pricing Payments Payment Services 212

User Pilot

FEBRUARY 29, 2024

Totango is a customer analytics software focused primarily on customer success and churn reduction. It uses quote-based pricing and includes enterprise features such as custom roles, permission management, premium integrations, priority support, activity logs, security audits, SOC 2/GDPR compliance, and more.

Artificial Intelligence 105

Artificial Intelligence Social Media Software Review AI Search 105

FastSpring

MAY 20, 2024

Brad was able to see where FastSpring was making those investments, as product updates rolled out and as future timelines and roadmaps were shared with Stardock by their Customer Success Manager, Danica. Tax compliance, include calculation, collection, and remittance of VAT and sales taxes. Correspondence automation.

SaaS Payments 158

SaaS Payments Payments Merchant Services Payment Solutions 158

Stax

JUNE 18, 2024

TL;DR Subscription management software automates key parts of the subscription model such as billing, invoicing, and customer relationship management, reducing administrative tasks for your team. This is where a subscription management solution makes building a profitable subscription business infinitely easier.

Payment Features 88

Payment Features Payment Solutions Payment Services SaaS Payments 88

User Pilot

FEBRUARY 28, 2024

Pendo Engage is an in-app guidance and feedback collection tool to help you track key metrics or usage data. Pendo Engage is a product adoption platform used to streamline inboarding through in-app guidance, collect customer feedback through in-app surveys, and provide an overview of key metrics through analytics dashboards.

Software Review 105

Software Review Engagement Technical Review Onboarding 105

ChurnZero

JULY 22, 2022

Does your Customer Success team have a shallow view of onboarding? If you consider onboarding to be a success when a customer reaches their go-live date, then you need to dig deeper. It’s about transforming your customer’s business and delivering value, so you make their life better,” says Donna. Start to track it.

Scale 98

Scale Onboarding Scaling Underperforming Technical Team 98