SaaStr

FEBRUARY 17, 2023

While the allure of customer acquisition can pull a founder’s attention, it’s equally important to dedicate resources to fighting churn and expanding revenue from existing customers. They discuss how Fox helped build a churn-fighting, upselling, and cross-selling machine that continues to generate revenue.

Retention 200

Retention Revenue Startup Sales Hiring 200

SaaStr

FEBRUARY 20, 2023

The question for bigger customers especially on if a vendor will actually stay around if they you buy. But it’s been mitigated to some extent in the minds of customers. Second, few SaaS companies past $20m in ARR with negative churn seem to fail. Vendor Viability. This remains a large risk with start-ups.

Innovation 290

Innovation Churn Cloud Branding 290

User Pilot

APRIL 24, 2024

It’s when a customer decides whether to continue paying for your product or not. If you want to ensure customers renew each time, continue reading ahead. In this article, we’ll share everything you need to know for increasing customer renewals. SaaS renewals can be a breath-holding moment.

SaaS Payments 78

SaaS Payments Retention Payment Services Payment Solutions 78

SaaStr

MARCH 1, 2024

In SaaS, once you have even a few million in ARR, the #1 challenge is recruiting top-tier VPs and building a truly top-tier management team: SaaS products mostly don’t sell themselves. You can hack managing and finding 1–3 reps yourself, but after that, you really need a VP of Sales. Upsell and retention is an art, science and craft.

Scale 242

Scale Part-Time VPE CTO Hire Fractional VPE 242

SaaStr

JANUARY 24, 2024

Mark Roberge , SaaStr fan-favorite and Co-Founder and Managing Director of Stage 2 Capital brought together some of the top CROs in SaaS during the SaaStr Annual to share some of their greatest learnings and pivotal moments leading some of the Cloud 100 SaaS companies. How do you diagnose and solve churn? How do you define your ICP?

Scale 217

Scale Sales Hiring Scaling Revenue 217

Tom Tunguz

DECEMBER 26, 2022

Vertical software companies pursue a particular market segment like car dealership management or hotel management software. Customer Churn. -5%. Contraction & churn reduced growth by 8%. From 2003 to 2014, Constellation’s revenues compounded from $80m to more than $5b, an average of 25% annually.

Software Review 283

Software Review Investment Software Acquisition 283

SaaStr

DECEMBER 5, 2022

Add an “ex-post facto co-founder” and/or upgrade the management team. But I found this help more in my management team. And sometimes, one of these additions to your management team can take on so much of the burden, she becomes like an after-the-fact co-founder. Drive down churn, and drive up NRR. In one step.

Venture Capital 296

Venture Capital Scale SaaS Churn 296

SaaStr

DECEMBER 4, 2023

Churn increase due to greater scrutiny of costs Contract values declining More stakeholders involved in decision-making Capchase combined the study with their data set of thousands of SaaS companies and looked at what the best companies do to overcome these hurdles. The reality is you need to meet customers where they are.

SaaS Payments 208

SaaS Payments Payment Services Payments Payment Features 208

User Pilot

DECEMBER 19, 2023

Managing customer accounts is a pretty tough job, but you know what’s even tougher? SaaS account management. With the emergence of software-as-a-service (SaaS) companies, the role of account managers has also evolved – and gotten harder. Personalizing customer workflows according to their needs.

SaaS Payments 93

SaaS Payments Management Customer Lifetime Value SaaS 93

SaaStr

AUGUST 16, 2021

We put out a call on Twitter the other day for folks’ best tips on what has really lowered churn for them this year. A few of the best: “Hire more relationship managers. Customers care about relationships, and nothing replaces a human available to help whenever you need something.” Are you segmenting churn?

Churn 315

Churn Sales Hiring Headcount Technical Review 315

Clouded Judgement

APRIL 11, 2024

My hope is that this analysis can provide startup entrepreneurs with a framework for how to manage their businesses around SaaS metrics (e.g., The first few months of this year felt like a lot of churning in the market. The reason I love this metric is because it really demonstrates how much customers love your product.

Cloud 177

Cloud Software Azure AWS 177

SaaStr

FEBRUARY 14, 2023

If you are a SaaStr reader, you’ll know how passionate I am about Customer Success, since Day 1. What it all means is that if you do it right, you’ll make 6x or more the revenue from your customers after the sale itself. Churn, upsells, renewals, and all that, and compensating against it. Word-of-Mouth. Talk to them.

Customer Success 277

Customer Success Compensation Churn Enterprise 277

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

SaaStr

FEBRUARY 14, 2024

The landscape of customer success has been evolving rapidly. So much so that we seem to be releasing new content on customer success just about every week. Today we’re focusing on actionable insights you can use to drive down churn with customer success in today’s new era of SaaS efficiency.

Customer Success 224

Customer Success Sales Hiring Scale AI 224

SaaStr

MARCH 27, 2023

When they have to give back some of their commission if a customer cancels early. Most customers pay, and most pay on time. But … here’s the thing … I find clawbacks one of the most powerful tools to mitigate churn-and-burn deals. Clawbacks don’t stop low quality, churn-and-burn deals.

Management 233

Management Sales Payment Services Churn 233

SaaStr

APRIL 20, 2021

Beyond MRR growth + managing the burn rate — which really are all that matters … you should obsess over improving every key metric and KPI. Or churn is too high. Obsess about increasing “net negative churn”, i.e., increasing the total revenue from all your accounts. Maybe your NPS isn’t that high.

Metrics 285

Metrics SaaS Churn Engineering 285

SaaStr

MARCH 23, 2020

It can really tough to think through the short-term pressures of churn. SMBs are hurting the most, and the churn will be highest there. Enterprises are churning less, but slowing new purchases way down. Just remember one thing as your North Star here: No Customer Wants to Leave a Vendor They Count On. Help them do that.

Churn 294

Churn Customer Support Enterprise Management 294

Clouded Judgement

MARCH 22, 2024

In it's truest form, ARR is used by pure SaaS business models to describe the aggregate annual value of the entire customer set. Customers sign contracts with annual increments (one, two, three, etc year deals), and the spend is predictable across the course of the contract. Every buyer is kind of scrambling to figure it out.

AI 183

AI Revenue Cloud Technical Advisors 183

SaaStr

OCTOBER 12, 2020

SImple tips to Do Better in Q4 With What You Already Have: – Drive Down Churn – Drive Up NPS – Be More Grateful – Zoom with 10 Customers a Week – Promote Your Star(s) – Less Spam, more ABM – Weekly Webinar – Improve Lead Routing – Improve Lead Scoring – Talk to Every Prospect.

Sales Recruiting 342

Sales Recruiting Sales Hiring Churn Onboarding 342

SaaStr

NOVEMBER 27, 2021

If this is your first SaaS company, you may not have ever hired or built a Customer Success team. Look for someone that really was a “Customer Success Manager” or “Client Success Manager” on their LinkedIn, that you believe in, and that worked somewhere < $10m ARR, and you’ll be in the zone.

Sales Hiring 244

Sales Hiring Customer Success Scale Customer Lifetime Value 244

Subscription Flow

APRIL 23, 2024

Invest in the right billing and subscription-management software to automate your workflows after carefully assessing three of the best options in the market. Understanding Paddle in 2024 Catering to more than 3000 SaaS clients in over 200 markets, Paddle is a market-leading billing and revenue management software.

Payment Solutions 93

Payment Solutions Payments Payment Services SaaS Payments 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

Totango

FEBRUARY 9, 2024

Similarly, to be successful, an enterprise needs to be able to prevent churn and increase revenue growth. Measuring and analyzing how your company manages these two factors is critical to growth. However, it does not factor in any additional revenue from customers who increased their average spend.

Retention 108

Retention Underperforming Technical Team Software Review Churn 108

SaaStr

APRIL 30, 2022

Average Revenue per Customer. Customer Lifetime Value (LTV). Customer Acquisition Cost (CAC). & One is customers. Customers love SaaS products and tools because it simply works. One is your churn. SaaS businesses have churn. Two is the growth of your existing customers. MRR, obviously.

SaaS Payments 228

SaaS Payments Metrics Payment Methods Scale 228

SaaStr

NOVEMBER 17, 2022

Cyvatar is a technology-enabled cyber security as a service (CSaaS) provider disrupting a $150 billion industry by introducing and delivering smarter, measurable managed security subscriptions to help you achieve compliance and security faster and more efficiently. Join these incredible companies to experience all the value of SaaStr!

Banking 220

Banking Payment Features Venture Capital Subscription 220

User Pilot

MARCH 23, 2023

What are the reasons for customer churn in SaaS? And how can customer success teams address them to ensure product growth? As a SaaS company, your ultimate goal is to retain customers and keep them happy with your product. However, sometimes things don’t go as planned, and customers churn. moment faster. #3:

SaaS Payments 98

SaaS Payments Churn Underperforming Technical Team Payment Methods 98

User Pilot

MARCH 25, 2024

EBITDA is used by larger companies with more complex management structures. Metrics that can affect SaaS business valuation include Monthly /Annual Recurring Revenue, Customer Acquisition Cost , Customer Lifetime Value , Net Revenue Retention, Total Addressable Market, and YoY Growth Rate. What does the acronym mean?

SaaS 101

SaaS Customer Lifetime Value Acquisition Metrics 101

Kellblog

JANUARY 7, 2024

Thanks to Frank Slootman , blowing up customer success (CS) teams is quite in vogue. “We don’t believe companies should have a separate customer success function. The first thing we did when Frank joined Snowflake was we blew up the customer success function. Customer success is not accountable for anything.”

Customer Success 107

Customer Success Sales Hiring Benchmarks Churn 107

User Pilot

MARCH 7, 2023

Churn happens even to the most successful SaaS companies. Your job is to reduce churn as much as possible. That’s why we have ten reasons why your users are canceling their subscriptions and what you can do to mitigate them and drive long-term customer retention. Unsatisfactory customer service.

SaaS Payments 104

SaaS Payments Subscription Payment Features Payment Methods 104

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

Intercom, Inc.

FEBRUARY 11, 2020

Identify and solve the problems that caused churn. The mistake at the heart of the “We Miss You” message is that it represents the customer’s relationship to the business as personal, not commercial. To re-engage customers effectively, you need to remind the customer of what it is that got them there in the first place.

Retention 282

Retention Sales Hiring Churn Onboarding 282

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 27, 2023

Wondering how churn rate vs retention rate are different? Other important metrics related to churn and retention efforts. Ways to analyze churn and improve retention rates based on the data. The churn rate refers to the percentage of customers discontinuing their subscriptions during a given time period.

Churn 89

Churn Retention Benchmarks Customer Lifetime Value 89

User Pilot

APRIL 16, 2024

Customer journey insights enable marketing, product, design, and customer success teams to make informed decisions and create better customer experiences. In this article, we explain: What customer journey insights are. How they are linked to customer journey analysis and customer journey mapping.

Churn 101

Churn Customer Lifetime Value Mobile Retention 101

Stax

FEBRUARY 28, 2024

What hinders the 90% is the high costs of delivering better products and experiences that warrant long-term customer loyalty. How do they keep customers returning for more? TL;DR A SaaS billing platform is a digital solution that allows SaaS companies to process payments and manage the overall transaction lifecycle.

Payments 88

Payments SaaS Payments Payment Services Merchant Services 88

Stax

MARCH 6, 2024

TL;DR Recurring billing is a powerful solution to streamline processes and enhance revenue generation and customer engagement. Beyond the standard benefits, recurring billing can be used to maximize revenues, improve internal processes, and create experiences that delight and captivate customers. Learn More What is Recurring Billing?

Merchant Services 88

Merchant Services Payment Services Payment Methods Payment Features 88