User Pilot

NOVEMBER 28, 2022

Churn is the enemy of product growth. A churned user means lost future revenue and a waste of the resources it took to acquire them. How do you lower your churn rate and make sure all your users stick around? In this article, we’ll show you: What customer churn is and why it matters.

Churn 97

Churn Software Review SaaS User Experience 97

User Pilot

NOVEMBER 27, 2023

Tracking revenue on a spreadsheet is easy, but understanding the underlying factors influencing revenue growth rate is a different ball game. The formula to calculate growth rate and what good growth looks like. By the end of this article, you will be equipped to do that. Book a demo today. What is revenue growth?

Payments 104

Payments Revenue Payment Features SaaS Payments 104

User Pilot

MARCH 25, 2024

What will you give to reduce customer attrition rate and drive business growth? While acquiring new customers is important, it’s more expensive than customer retention. TL;DR Customer attrition or customer churn is the loss of a customer(s) by a business. Book a demo now to learn more!

Underperforming Technical Team 94

Underperforming Technical Team SaaS Payments Payment Solutions Payment Methods 94

SaaStr

OCTOBER 1, 2020

SaaStr speaker favorite Dave Kellogg recently shared with us his thoughts on why churn is dead, and what’s driving many companies to turn to net dollar retention. Churn is not disclosed. However, the main culprit is it’s usually two different business: Recurring business (existing customers). 2 Churn rates blow up LTV.

Churn 220

Churn Retention Acquisition Benchmarks 220

User Pilot

DECEMBER 7, 2023

One of the most pressing questions of customer success is how many customers stick around. After all, keeping all the customers you already have will be much cheaper than trying to acquire new customers. TL;DR The renewal rate is the percentage of customers who renew their subscriptions.

Retention 103

Retention Subscription Payment Features Churn 103

User Pilot

APRIL 22, 2024

In SaaS, it’s advised to follow customer success best practices to ensure that users achieve their desired outcomes with your product and become loyal advocates for your brand. TL;DR Customer success builds long-lasting relationships, increases customer retention , lifetime value , and advocacy, and informs product development.

Customer Success 83

Customer Success Retention Software Review Customer Lifetime Value 83

User Pilot

MARCH 7, 2024

Customer engagement is a wider concept than user engagement encompassing customer interactions with the brand across all customer journey stages. High user engagement indicates that users are satisfied with the product value , and as such, it’s vital to retain them and turn them into loyal customers.

Engagement 102

Engagement Metrics Underperforming Technical Team Scale 102

User Pilot

NOVEMBER 27, 2023

Wondering how churn rate vs retention rate are different? In this article, we will cover: Formulas to calculate each of these metrics. Other important metrics related to churn and retention efforts. Ways to analyze churn and improve retention rates based on the data. Want to reduce customer churn?

Churn 89

Churn Retention Benchmarks Customer Lifetime Value 89

User Pilot

APRIL 10, 2024

How do you keep hold of your customers? Through customer retention management. The longer you can retain your customers, the more revenue you make and save from not having to find new ones. TL;DR Customer retention management focuses on understanding customer needs to keep them loyal and retained.

Retention 98

Retention Metrics Strategy Management 98

User Pilot

JANUARY 7, 2024

This article shows you how to calculate revenue growth in the short and long term. The ideal growth rate depends on several factors, including industry and company growth stage. Strategies to improve your company’s revenue growth rate: Decrease friction in the conversion funnel and spot ways to drive high revenue growth.

Revenue 105

Revenue SaaS Churn Onboarding 105

Clouded Judgement

DECEMBER 21, 2023

So we’d expect the YoY growth rate to pick up in Q3 ‘23. The formula to calculate this is: (Q3 ’23 revenue) / (Q3 ’22 revenue) - 1. I’m calculating FCF by taking the Operating Cash Flow and subtracting CapEx and Capitalized Software Costs.

Cloud 177

Cloud Software Benchmarks Retention 177

User Pilot

FEBRUARY 26, 2024

Digital product metrics reveal how customers interact with your product. TL;DR Digital product metrics are KPIs that measure customer interactions with your product and their effect on your business. Digital product metrics are indicators that show how customers interact with your product and how they affect your business.

Metrics 97

Metrics Customer Lifetime Value Scale SaaS 97

User Pilot

OCTOBER 18, 2023

On the other hand, metrics like the CAC payback period can help you keep an eye on sales and marketing costs to ensure that you maintain a healthy gross margin on new customers. TL;DR The customer acquisition cost (CAC) tracks the amount your business spends to acquire each customer (with an industry average of $702 for SaaS companies).

Customer Lifetime Value 104

Customer Lifetime Value Acquisition Retention Churn 104

User Pilot

AUGUST 9, 2023

Wondering how to calculate customer retention rate and why? It’s important to measure the customer retention rate to see how well your product retains customers and to monitor any changes to try and improve it. The higher the retention rate, the better. What is customer retention rate?

Retention 98

Retention Customer Lifetime Value Churn Metrics 98

SaaStr

JUNE 13, 2022

And I’m going to suggest two that will worry you a lot as you scale — Churn and Sales Cycle — you should track, but not obsess over, until you are well, well past initial traction, that first $1m-$2m ARR. >> Let’s Start with Churn. Absolutely, getting your churn trending downward is important.

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Sales Hiring Scale Churn Metrics 219

User Pilot

OCTOBER 24, 2023

Tracking growth metrics helps uncover areas of improvement, provides deeper insights into retention and churn issues , and enables more informed decision-making and product development. These categories include revenue metrics, engagement metrics , and customer satisfaction metrics. Customer acquisition cost (CAC) calculation.

Metrics 93

Metrics Customer Lifetime Value Churn Acquisition 93

User Pilot

APRIL 26, 2024

Customer success is a core growth driver for any SaaS business. The SaaS market is crowded with tons of similar products and the best ones that stand out are those who delight their customers regularly. Are you wondering how to retain your customers and make them love your product? No worries! Let’s get started!

Customer Success 52

Customer Success Customer Lifetime Value SaaS Churn 52

User Pilot

OCTOBER 4, 2023

If you’re trying to figure out how quickly your SaaS business is growing, MRR growth rate is the answer. Net monthly recurring revenue (MRR) growth enables you to calculate the change in your company’s recurring revenue on a month-to-month basis. Why should you track the MRR growth rate?

Metrics 98

Metrics Customer Lifetime Value Churn Retention 98

Clouded Judgement

MARCH 10, 2023

What’s interesting is all of these companies (if I recall correctly) had very strong new customer adds. The challenge is existing customers ramping slower. What excites me is the strength of these platforms are reflected in new customer adds and stable gross churn. Even a DCF is riddled with long term assumptions.

Cloud 244

Cloud Trends Subscription Payment Features 244

Point Nine Land

JUNE 18, 2023

Cohort analysis is a powerful method used to analyze groups of customers and their behavior over time. Grouping is usually done based on when a customer has signed up or converted into a paying customer. By conducting a cohort analysis, you can track customer behavior, retention, churn, and revenue over time.

SaaS Payments 128

SaaS Payments Payment Services Payments SaaS 128

SaaStr

FEBRUARY 14, 2023

Because of the interest rate increase by the Fed. When the overall interest rate is higher, you need to discount those future cash flows to the present to understand the value of the company today. A higher interest rate means a higher discount rate. How do you calculate the rule of 40? Around 70% or more.

Metrics 201

Metrics SaaS Marketing SMB 201

Kellblog

OCTOBER 5, 2022

You can’t calculate NRR from an ARR bridge [2].” You need to look at the year-ago cohort of customers, get their year-ago ARR, get that same group’s current ARR, and then divide the current ARR by the year-ago. Under the right circumstances, I think you can calculate NRR using an ARR bridge [3]. The Trouble with Churn Rates.

Systems Review 123

Systems Review Churn Metrics Finance 123

SaaStr

JANUARY 14, 2021

Reducing churn in SaaS, along with increasing new ARR is the backbone to growing your business. In this guide, Andrea Webb, the SVP of Customer Success & Retention at Solarwinds , and Tim Willey, the SVP of Commercial Strategy & Operations at ForgeRock , share their tips for understanding and combating churn. .

Churn 172

Churn Customer Success Subscription Payment Features 172

User Pilot

NOVEMBER 6, 2023

Looking for ways to measure and increase customer growth? Here is what this customer growth guide covers: Customer growth explained: what is it? The top metrics to measure customer growth rate. TL;DR Customer growth is the expansion of a company’s customer base over time. What is customer growth?

Customer Lifetime Value 93

Customer Lifetime Value Retention Churn Acquisition 93

Clouded Judgement

SEPTEMBER 12, 2023

Extra pressures around optimizations still exist, however gross churn levels have stabilized, and commentary on earnings calls suggest conversations around new bookings are starting to pick up. The formula to calculate this is: (Q2 ’23 revenue) / (Q2 ’22 revenue) - 1.

Cloud 169

Cloud Software Benchmarks Retention 169

User Pilot

MAY 10, 2022

Are you struggling to retain customers for long? The churn prevention strategies discussed in this article will help with your product engagement strategy. Churn happens when a customer stops using a company’s products or services after a certain period of time. Churn explained.

Churn 96

Churn Strategy SaaS Engagement 96

User Pilot

NOVEMBER 24, 2023

Which one is better, customer acquisition vs retention? This article will examine customer acquisition and retention and determine which one you should focus on. TL;DR Customer acquisition attracts and converts new customers through marketing and sales efforts to expand the customer base and drive revenue growth.

Acquisition 101

Acquisition Retention Customer Lifetime Value Churn 101

User Pilot

JULY 13, 2023

In this article, we’ll go through how to measure growth of a company by delving deep into the basics, relevant metrics, and each necessary company growth rate formula. TL; DR The company’s growth rate refers to the measurement of variables that indicate a company’s growth over time.

Metrics 96

Metrics Customer Lifetime Value Benchmarks Churn 96

User Pilot

OCTOBER 30, 2023

As SaaS categories become increasingly competitive, customer retention optimization emerges as the key differentiator between thriving and fading companies. In this article, we’ll discuss key retention metrics to track and proactive strategies to reduce churn. Implement a customer loyalty program to increase product stickiness.

Retention 94

Retention SaaS Churn Engagement 94

User Pilot

APRIL 11, 2024

If you’re not tracking customer satisfaction metrics, you’re probably losing customers every day, and you don’t even realize it. But customer satisfaction is a huge domain, with myriads of product engagement touch points to track – where do you even begin? Book a Userpilot demo to see how we can help!

Metrics 52

Metrics Customer Lifetime Value Software Review Retention 52

User Pilot

MARCH 14, 2024

Looking for customer analytics use cases that can significantly improve your SaaS? This article lists key use cases for SaaS and explains how to implement them to unlock customer satisfaction and product growth. We also cover: Customer analytics categories. The three types of customer analytics and their significance.

Customer Lifetime Value 102

Customer Lifetime Value SaaS Underperforming Technical Team Retention 102

User Pilot

JUNE 2, 2023

By regularly tracking them, you can improve your in-app experience and drive higher feature adoption —which translates to more retention and customer loyalty. You’ll see why they matter to your bottom line and the steps to start calculating them immediately. Formula to calculate the free trial conversion rate.

Metrics 91

Metrics Customer Lifetime Value Churn Onboarding 91

User Pilot

JUNE 28, 2023

Justifying improvements to CX without measuring your customer experience ROI can be hard. You need to prove that you’re making a difference and that metrics like customer retention are improving. This article will help you measure your ROI of customer experience and optimize your CX program. Book a demo to try it out.

Customer Lifetime Value 95

Customer Lifetime Value Software Review Scale Retention 95

User Pilot

NOVEMBER 29, 2023

Tired of the increasing customer churn rate? A dynamic retention specialist will implement proactive strategies to improve the customer experience and increase loyalty, thus improving customer retention. Also known as customer retention specialists, they are typically a part of the customer success or sales team.

Retention 102

Retention Customer Lifetime Value Churn Outsourced Development 102

User Pilot

NOVEMBER 28, 2023

They can reveal customer interactions, patterns, and preferences. There are 12 essential GTM metrics that every SaaS should know about: New user growth rate. Represents the speed at which your customer base increases over a specific period. Customer acquisition cost. The total expense of bringing a new customer on board.

SaaS Payments 98

SaaS Payments Metrics Customer Lifetime Value Marketing 98

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. You Mon is a serial entrepreneur and the Founder and CEO of ChurnZero.

Customer Success 94

Customer Success Metrics Software Review Customer Lifetime Value 94

User Pilot

FEBRUARY 22, 2024

Retaining customers is an incredibly important part of any growth-driven business. According to Havard Business Review, customer acquisition requires 5 to 20 times more resources than customer retention. Thus, it only makes sense that you work hard to retain any customer that makes a purchase. What is customer retention?

SaaS Payments 52

SaaS Payments Payment Methods Strategy Payments 52