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?

Scale 235

Scale Sales Hiring Scaling Revenue 235

SmartKarrot

AUGUST 11, 2021

“A customer is a King”, an age-old business mantra that emphasizes the importance of customers or would-be customers in every business. The same is true for companies who are dealing in SaaS products. The lifeblood of the SaaS business is its customers. Fewer features in your SaaS product.

SaaS Payments 19

SaaS Payments Churn Underperforming Technical Team Payment Methods 19

SaaStr

APRIL 10, 2023

A long ways back, I was meeting with one of our largest customers, one of our first $1m TCV deals. He’d come (flying private I assume, and possibly straight from Hawaii) to … kiss the customer’s arse, as near as I could tell. The customer already had thousands and thousands of seats of Salesforce.

Airlines 255

Airlines Cloud Market Research Customer Success 255

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 99

Customer Success Retention Software Review Customer Lifetime Value 99

SaaStr

JUNE 2, 2021

Q: What are some tricks software companies use to manipulate churn metrics? Churn” is a surprisingly imprecise term. Some ways saas companies “manipulate” churn, which may be 100% legitimate in some cases: Not counting churn until after 90 days. If a customer churns in a week, why count them?

Churn 247

Churn Metrics Software Enterprise 247

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. How to measure customer behavior with data analytics.

Customer Lifetime Value 105

Customer Lifetime Value SaaS Underperforming Technical Team Retention 105

User Pilot

MARCH 25, 2024

Whether you’re planning your exit, seeking VC funding, or setting up ESOPs, a SaaS valuation is a must. Our article: Explains different SaaS valuation methods. Shows how to leverage PLG strategies to boost the value of your SaaS business. Want to learn how Userpilot can help you improve your SaaS valuation?

SaaS 105

SaaS Customer Lifetime Value Acquisition Metrics 105

Cobloom

JANUARY 6, 2020

If recurring revenue is the lifeblood of a SaaS business, high customer churn is its death knell, a warning sign that things are about to go seriously wrong. Lost customers eat away at your growth, undermine the stability of your business, and wave a bright red flag in front of potential investors.

Churn 55

Churn Metrics SaaS Revenue 55

User Pilot

MAY 2, 2024

Are you struggling to retain your newly acquired customers? Poor customer retention drains your resources, reduces revenue, brings operational instability, and harms your reputation. In the article, we share 24 customer retention marketing tactics that will help you reduce churn and increase your product performance.

Retention 105

Retention Marketing Customer Lifetime Value Onboarding 105

User Pilot

APRIL 29, 2024

Mastering SaaS renewals’ best practices can transform a routine administrative task into a strategic opportunity to drive customer success and propel your business toward sustainable growth. TL;DR The SaaS renewal process involves a series of actions on/before the renewal date that lead to a customer’s renewal.

SaaS Payments 102

SaaS Payments Business SaaS Payment Solutions 102

User Pilot

APRIL 30, 2024

In SaaS, product experience management is essential to design a high-quality in-app experience for every user. Let’s explore what product experience management is, why it’s crucial, and some effective use cases demonstrating the impact of PxM on product engagement. Why is product experience management important?

Management 105

Management Customer Lifetime Value Engagement Retention 105

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 102

Churn Retention Benchmarks Customer Lifetime Value 102

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 103

SaaS Payments Management Customer Lifetime Value SaaS 103

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 105

Churn Customer Lifetime Value Mobile Retention 105

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. TL;DR Net MRR growth rate is the increase or decrease in monthly recurring revenue for SaaS or subscription-based companies. Why should you track the MRR growth rate? Why should you track the MRR growth rate?

Metrics 105

Metrics Customer Lifetime Value Churn Retention 105

User Pilot

APRIL 24, 2024

This includes the SaaS industry too. From marketing to product management and customer success, AI is improving productivity, helping teams make better decisions, and improving customer experience. In this article, we explain: Why investing in AI in SaaS is a must. How to implement AI to build better products.

AI 96

AI Artificial Intelligence SaaS Generative AI 96

User Pilot

APRIL 16, 2024

In SaaS, a product experience strategy provides the building blocks for making customers stay, engage with your app, and eventually become loyal advocates for your product. Use analytics to monitor feature usage, spot behavior patterns , and identify what contributes to customer success. And where do you start?

Strategy 105

Strategy Customer Lifetime Value Onboarding User Experience 105

User Pilot

SEPTEMBER 19, 2023

As your business grows and your focus shifts from acquiring new customers to retaining existing ones, churn prediction becomes an invaluable tool in your toolkit. Accurate churn prediction models help you improve the customer experience and prevent voluntary customer departures. What is churn prediction?

Churn 105

Churn Machine Learning Artificial Intelligence Data Analysis 105

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? Software-as-a-service (SaaS) businesses need to constantly evolve their offerings to stay fresh and relevant. What is a SaaS Billing Platform?

Payments 88

Payments SaaS Payments Payment Services Merchant Services 88

FastSpring

APRIL 26, 2022

Last week, I canceled an annual SaaS subscription (I had three weeks left until renewal). In the language of SaaS, I churned. And the experience got me thinking: Was immediate removal of paid features the best chance to keep me from churning? When did I officially count as “churned”? Part I: SaaS Churn Benchmarks.

Benchmarks 123

Benchmarks Churn Payments SaaS Payments 123

FastSpring

APRIL 23, 2024

FastSpring is an experienced merchant of record that provides an all-in-one payment platform for SaaS, software, and digital goods businesses, including VAT and sales tax management, payment localization, and consumer support. That’s why FastSpring includes a deeper, more robust set of features than Paddle.

Payment Services 101

Payment Services Payment Methods Merchant Services Payment Solutions 101

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. TL;DR Customer retention rate measures the percentage of customers a company keeps over a specific timeframe.

Retention 98

Retention Customer Lifetime Value Churn Metrics 98

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.

SaaS Payments 98

SaaS Payments Churn Underperforming Technical Team Payment Methods 98

User Pilot

FEBRUARY 29, 2024

User behavior analytics helps you understand how users engage with your SaaS. Reduce customer churn. Delight customers. Churn rate. Step-by-step process for effective behavior analytics: Define your objective for analyzing customer data. Ready to start tracking user behavior for your SaaS?

SaaS 105

SaaS User Experience Churn Retention 105

User Pilot

JANUARY 20, 2024

We also explain why it’s important for product managers and share useful tips. This is more cost-effective and allows organizations to improve the customer experience in the long run. The objective of RCA is to discover what caused a particular problem, why it happened, and how to prevent it from happening again.

Technical Review 115

Technical Review Management Software Review Data Analysis 115

User Pilot

FEBRUARY 28, 2024

Building a customer path is a crucial step in getting a deeper understanding of user behavior. That’s because effective product engagement is only possible when you have enough context on the customer’s journey and can visualize the ways users interact with your software. How do you track each stage of your customer path?

Customer Lifetime Value 105

Customer Lifetime Value SaaS Software Review Acquisition 105

User Pilot

MARCH 10, 2024

In either case, monitoring and analyzing user behavior patterns can help drive more user engagement and minimize churn. Monitoring patterns in user behavior offers several benefits, including improved product adoption and reduced churn. Why is monitoring user behavior patterns important?

User Experience 105

User Experience Payment Features Trends Engagement 105

User Pilot

JUNE 22, 2023

Wondering how to reduce churn rate and increase retention? While customer churn is a grave concern, retention is what can help you tackle it and make your product successful. Customer retention brings you more customers who tend to spend more, refer others, and provide valuable feedback that drives product improvement.

Churn 98

Churn Retention Onboarding Engagement 98

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 105

Engagement Metrics Underperforming Technical Team Scale 105

User Pilot

APRIL 29, 2024

How can you use them for better customer engagement ? TL;DR Segmentation is a process of grouping customers by shared characteristics. A segmentation survey is used to gather the data necessary to segment customers. It also helps teams better understand their existing and prospective customer base. Let’s dive in!

Payment Solutions 104

Payment Solutions SaaS Payments Payment Methods Payments 104

User Pilot

DECEMBER 23, 2023

It also explores: The difference between retention and churn The importance of tracking retention Various stages of user retention How to measure it effectively What retention metrics to track, and Tried and tested strategies to increase user retention. Churn is the opposite of retention. It’s how many users abandon the product.

Retention 104

Retention Customer Lifetime Value Social Media Churn 104

User Pilot

JULY 20, 2023

Wondering how to reduce customer churn rate for your business? In this article, we review different ways to identify potential churn and deal with it. Attrition is the bane of every subscription business; low retention rates will result in a duce and the customer lifetime value and revenue will plummet. Poor onboarding.

Churn 98

Churn SaaS Payments Payment Solutions Payments 98

Kellblog

APRIL 23, 2023

As long as the country’s in a censorship mood , I figured that I could jump on the bandwagon and propose that we ban discussion of one of my pet-peeve SaaS metrics: ending ARR. But the primary business of a SaaS company isn’t valuing itself. In a SaaS company, revenue is a result, not a driver. That’s true.

Scale 136

Scale Churn Finance Metrics 136

ChurnZero

JUNE 9, 2023

However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”

Finance 98

Finance Metrics Customer Success Headcount 98

Chart Mogul

JUNE 1, 2023

In an uncertain market, customer retention is key. Retention is one of the most important metrics when building a successful SaaS business. In an uncertain market, customer retention is key. Retention is one of the most important metrics when building a successful SaaS business. What is a good customer retention rate?

Retention 90

Retention Metrics Benchmarks SaaS 90

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 98

Churn Software Review SaaS User Experience 98

User Pilot

MARCH 6, 2024

How do you create a robust product funnel for your SaaS? Why it is important for your product management efforts. TL;DR The product funnel is a framework outlining the stages of the customer journey , starting from its discovery and ideally leading to customer loyalty and advocacy. Why the term funnel?

Social Media 104

Social Media Sales Funnel Acquisition Retention 104