OPEXEngine

JANUARY 5, 2021

CAC includes things related directly to bringing customers in the door — like marketing campaigns, sales outreach, and onboarding processes — as well as more indirect expenses like company headcount and resource costs. Can high CAC be okay? There are times when you may even want to increase your CAC.

Benchmarks 52

Benchmarks Acquisition Customer Lifetime Value Scale 52

InsightSquared

MAY 7, 2019

At the highest level, SaaS companies look at sales expense, headcount, sales productivity and SaaS metrics like: The cost of new customer acquisition (CAC). Customer lifetime value (CLV). Customer churn or retention rates. Typical SaaS Sales Metrics.

Scale 102

Scale Sales Hiring Metrics Sales 102

CustomerSuccessBox

DECEMBER 14, 2021

are the opportunities to expand the business revenue through existing customers. Optimize the CS by measuring Customer Lifetime Value (CLV), upsell rate, and revenue growth through customer advocacy as well. Read : Customer Success KPIs. Upsells, Renewals, Cross-sells, etc. NRR/GRR Earned Growth ratio, etc.

Customer Success 52

Customer Success Customer Lifetime Value Headcount Retention 52

Hitenism

JANUARY 16, 2017

In 2014, Mixpanel’s Series B pitch deck spelled out the company’s expansion plans over the next two years: 3x sales headcount and rapidly race towards distribution. Double headcount every 6-9 months. Reduce sales ramp time by 30-50% via sales enablement. They raised $65 million dollars with that plan.

Scale 147

Scale Venture Capital SaaS Headcount 147

ChurnZero

JANUARY 25, 2024

KPIs now include not just customer satisfaction scores but also revenue-related metrics like renewal rates, upsell and cross sell targets, and customer lifetime value. Scaled customer success roles This role is starting to carve out its own space and made a huge splash in 2023.

Customer Success 52

Customer Success Sales Recruiting Sales Hiring Scale 52

OpenView Labs

FEBRUARY 10, 2020

Sales now accounts for about 7% of the company’s headcount–a similar share of their workforce as marketing or product management. We call them enterprise advocates and it’s something that we began to grow about four years ago, with a focus on really complex large customers.”. The rest of their headcount only grew by 31%.

Sales Hiring 57

Sales Hiring Scale Headcount Sales 57

Totango

OCTOBER 1, 2020

The volumes and customer-to-CSM ratios mentioned above give a basic guide to the customer engagement model that may best suit your enterprise and customer accounts, but there is more to optimizing customer success than just balancing a headcount. Delivering Engagements That Add Value.

Engagement 71

Engagement Scale Customer Lifetime Value Headcount 71

CustomerSuccessBox

MARCH 9, 2022

Hence it is essential that the customers continue to subscribe and keep renewing their contracts for the company to be successful. A very important SaaS metric that comes into play here is the Customer Lifetime Value(LTV). In fact, they allow your team to manage more accounts without the need to increase headcount.

Customer Success 52

Customer Success Scale Customer Lifetime Value Outsourced Development 52

ChurnZero

NOVEMBER 16, 2018

The Subscription Model Gives Power to the Customer = Power to Customer Success. It’s time to change our thinking to growing customer lifetime value #PulseEurope2018 #customersuccess pic.twitter.com/yEosP7fhkj. Product and Customer Success are Your Secret Weapons. Always revisit your customer segmentation.

Customer Success 49

Customer Success Scale Headcount Sales Hiring 49

OpenView Labs

MAY 20, 2019

Competition not only increases CAC, but it simultaneously decreases customer lifetime value (ouch!). We’re seeing three drivers of lower lifetime value: feature commoditization, less pricing power (price wars), and worsening churn. Your marketing should start to mimic a B2C business.

Scale 70

Scale Startup Technical Review Software Review 70

OpenView Labs

MAY 20, 2019

Competition not only increases CAC, but it simultaneously decreases customer lifetime value (ouch!). We’re seeing three drivers of lower lifetime value: feature commoditization, less pricing power (price wars), and worsening churn. Your marketing should start to mimic a B2C business.

Scale 51

Scale Startup Technical Review Software Review 51

OpenView Labs

MAY 20, 2019

Competition not only increases CAC, but it simultaneously decreases customer lifetime value (ouch!). We’re seeing three drivers of lower lifetime value: feature commoditization, less pricing power (price wars), and worsening churn. Your marketing should start to mimic a B2C business.

Scale 40

Scale Startup Technical Review Software Review 40

SmartKarrot

DECEMBER 18, 2020

This customer service trend will pick up drastically for the next year. #4 But instead of spending money on increased headcount, companies are planning to spend heavily on technology. With increased spending, companies are able to automate their customer service efforts. 4 Increased spending on technology.

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

SmartKarrot

DECEMBER 18, 2020

This customer service trend will pick up drastically for the next year. #4 But instead of spending money on increased headcount, companies are planning to spend heavily on technology. With increased spending, companies are able to automate their customer service efforts. 4 Increased spending on technology.

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

Totango

FEBRUARY 21, 2020

Flexible subscription and recurring revenue models mean the customer is in control of their service and tech partnerships and reserve the right to move on to a competitor. Customer success and retention have therefore become critical to achieving maximum customer lifetime value.

Customer Success 83

Customer Success Trends Scale Customer Lifetime Value 83

Totango

NOVEMBER 5, 2019

These metrics help you establish practical goals and KPIs you can implement at every stage of the customer journey , guiding your efforts to promote customer lifetime value. Every time a customer uses your product, they increase their chances of achieving value. License utilization. Usage Frequency.

Metrics 64

Metrics Customer Success Customer Lifetime Value Headcount 64