Tom Tunguz

SEPTEMBER 10, 2024

Account executive to SDR ratios, sales cycle lengths, conversion rates, customer acquisition costs, customer lifetime values, net dollar retention. Over the next two decades, we analyzed, quantified, instrumented, & optimized many aspects of the SaaS GTM. The new software GTM playbook has yet to be written.

Software 304

Software Sales Hiring Customer Lifetime Value Scale 304

User Pilot

OCTOBER 19, 2024

For a broader measure of satisfaction, you’ll need to consider other customer success metrics. They include metrics like the Net Promoter Score , Customer Effort Score , Customer Churn/Retention Rates , etc. A customer tweeting about their positive experience can attract others to try out your product.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

User Pilot

MAY 2, 2024

Customer retention is vital for product success and business profitability. You will also learn how to build a retention strategy, what metrics to track, and 10 bulletproof retention tactics for SaaS companies. TL;DR Customer retention is the ability to keep your customers actively using their products.

Retention 111

Retention Metrics Strategy Scale 111

User Pilot

OCTOBER 22, 2023

Optimizing your retention funnel is a term that gets thrown around a ton in the product-led world, but what does it really mean? In this article, we’re going to discuss what the retention funnel really is and how you can perfect it. Use personalized re-engagement emails to win back dormant or churned customers. Get a demo now.

Retention 104

Retention SaaS Customer Lifetime Value Churn 104

User Pilot

OCTOBER 31, 2024

Focus on actionable product metrics While it’s easy to get lost in a sea of metrics (like churn rate , customer lifetime value, or monthly recurring revenue) not all metrics are equally useful. Growth-stage companies need to scale their product analytics to manage a larger user base and more complex customer journeys.

Strategy 105

Strategy Underperforming Technical Team Government Customer Lifetime Value 105

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 Payment Features 98

FastSpring

OCTOBER 13, 2020

If you love your customers—which I’m sure you do—you want to hold onto them … tight. Yep, we’re talking about customer retention—a business’s ability to keep customers over a period of time. As much as we love new customers, we love repeat customers even more. Sure, having a great product helps, too.

Retention 148

Retention Payment Features Payment Methods Social Media 148

User Pilot

DECEMBER 23, 2023

New user retention is essential for product success. 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.

Retention 104

Retention Customer Lifetime Value Social Media Churn 104

User Pilot

NOVEMBER 29, 2023

Tired of the increasing customer churn rate? Looks like it’s time to call in a retention specialist. A dynamic retention specialist will implement proactive strategies to improve the customer experience and increase loyalty, thus improving customer retention. What is a retention specialist?

Retention 105

Retention Customer Lifetime Value Churn Outsourced Development 105

User Pilot

NOVEMBER 14, 2024

Customer expansion drives recurring revenue and long-term growth. By increasing the value provided to existing customers through different expansion tactics, companies can reduce churn and enhance customer lifetime value. Monitor the performance of your expansion strategy Does your expansion strategy work?

Strategy 105

Strategy Payment Solutions Payments Customer Lifetime Value 105

Stax

MARCH 16, 2025

Losing customers is expensiveacquiring new ones costs 525x more than retaining existing ones. Key metrics include customer churn rate, revenue churn, and net revenue retention (NRR). Lower churn leads to higher customer lifetime value (LTV), better brand reputation, and increased revenue.

Payment Solutions 88

Payment Solutions Software Review Churn SaaS Payments 88

User Pilot

JUNE 19, 2023

What is cohort retention analysis? How do you leverage it to reduce churn and improve your retention rates ? TL;DR Cohort retention analysis tracks how distinct groups of users engage with the product over a period of time. What is cohort retention analysis? Cohort retention analysis heatmap.

Retention 98

Retention Social Media Customer Lifetime Value Acquisition 98

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

MAY 23, 2024

Wondering how to measure product adoption and retention rates? Read to find out what product adoption and retention metrics to track, how to analyze the data for actionable insights, and how Userpilot can help you. Important adoption and retention metrics include: Time to value. Customer satisfaction score (CSAT).

Retention 105

Retention Customer Lifetime Value Scale Churn 105

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 105

Acquisition Retention Customer Lifetime Value Churn 105

User Pilot

JULY 30, 2023

Customer retention vs acquisition cost: Which metric matters more? While it’s important to acquire new customers for growth, retaining existing customers is imperative to ensure long-term success. So let’s see when you should prioritize one metric over the other and how you can boost your customer retention rates.

Acquisition 98

Acquisition Retention Customer Lifetime Value User Experience 98

User Pilot

JULY 25, 2024

Whether you’re a seasoned professional or new to the field, understanding the nuances of retention managers is essential for success. In this guide, we’ll delve into the core responsibilities, salary insights, essential skills, and more, providing you with the knowledge and tools you need to excel as a retention manager.

Retention 95

Retention Management Customer Lifetime Value Telecommunications 95

User Pilot

MAY 2, 2024

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. If so, the consequences can be severe. Book the demo!

Retention 105

Retention Marketing Customer Lifetime Value Onboarding 105

ChurnZero

MAY 23, 2025

But if you havent looked closely at how customer success revenue metrics plug into that story, youre probably leaving revenue on the table – and missing a critical opportunity to drive valuation, margin efficiency, and predictable growth. Its easy to think of CS as a retention function. It shows your pure retention rate.

Customer Success 52

Customer Success Metrics Revenue Scale 52

User Pilot

JULY 31, 2023

Looking to power up your retention marketing strategy? The big deal is turning them into paying customers who keep renewing their subscriptions long-term. This article will show you practical strategies to crack the customer retention code and maintain sustainable recurring revenue. Collect and analyze customer feedback.

Retention 98

Retention Strategy Marketing Customer Lifetime Value 98

User Pilot

JULY 21, 2024

According to our benchmark, the average month-1 retention rate in SaaS companies is 46.9%. Let’s explore our product metrics benchmark and learn: The definition of month-1 retention rate and why it matters. Average month-1 retention statistics for different segments. Strategies to improve your month-1 retention rate.

Benchmarks 105

Benchmarks Retention Healthcare Scale 105

User Pilot

APRIL 24, 2024

Effective renewal strategies enhance customer retention , drive revenue , and build a loyal base for long-term SaaS success. Renewal management varies by company size but usually the customer success team handles this vital process. The user renewal rate is calculated by dividing renewed customers by those eligible to renew.

SaaS Payments 104

SaaS Payments Retention Payment Services Payment Solutions 104

User Pilot

OCTOBER 30, 2023

As SaaS categories become increasingly competitive, customer retention optimization emerges as the key differentiator between thriving and fading companies. However, with a good product and a combination of the right retention strategies, it’s possible to retain a high percentage of your users. What is customer retention?

Retention 104

Retention SaaS Churn Engagement 104

User Pilot

AUGUST 16, 2023

Without retaining users , you’re throwing away money and resources spent acquiring customers that’s why having a retention playbook is helpful. A user retention playbook will keep your customers happy and continue using your product for longer. Why is customer retention important?

Retention 98

Retention Social Media Customer Lifetime Value Churn 98

User Pilot

SEPTEMBER 21, 2023

A customer retention model helps you predict what customers want using data. It helps you generate insights from past user behaviors, and you can use that information to design customer retention strategies that work. Difference between retention models and retention analysis?

Retention 105

Retention Customer Lifetime Value Machine Learning Artificial Intelligence 105

User Pilot

NOVEMBER 27, 2023

Wondering how churn rate vs retention rate are different? Both metrics are important to track if you want to implement a successful product retention strategy. Other important metrics related to churn and retention efforts. Ways to analyze churn and improve retention rates based on the data.

Churn 102

Churn Retention Benchmarks Customer Lifetime Value 102

User Pilot

APRIL 22, 2024

In this article, we’ll share 17 best practices that you can implement today to increase retention , revenue, and engagement. TL;DR Customer success builds long-lasting relationships, increases customer retention , lifetime value , and advocacy, and informs product development. But what strategies work?

Customer Success 99

Customer Success Retention Software Review Customer Lifetime Value 99

User Pilot

NOVEMBER 7, 2024

Collect customer data to calculate complex formulas for tracking metrics, monitor customer health scores, and resolve support tickets while continuously trying to improve retention and expansion. SmartKarrot Best for : Handling customer growth and account management (expansion and retention) operations.

Customer Success 105

Customer Success Enterprise Software Review Startup 105

Intercom, Inc.

SEPTEMBER 10, 2020

This has nothing to do whether your product solves the problem or not, or whether they still have value. According to Mark, customer retention is a far better indicator of success: . How to spot the leading indicators for customer renewal. So I think that’s not a good answer.”. When to optimize for scalability.

Scale 226

Scale Scaling Sales Recruiting Sales Hiring 226

SaaStr

JULY 30, 2024

PLG ensures your product is doing the work for you in terms of customer advocacy, acquisition, and retention. The realized value grows as users derive value from the product, increasing engagement, retention, and stickiness. The realized value has to turn into customer lifetime value (CLV).

Underperforming Technical Team 288

Underperforming Technical Team Enterprise Scale Payments 288

User Pilot

MAY 20, 2024

Wondering how to improve customer retention? The article shares 20 actionable customer retention strategies for your SaaS! TL;DR Customer retention is your ability to keep users using the product. Without retention, a SaaS business doesn’t have a predictable revenue stream necessary for growth.

Retention 105

Retention Strategy Sales Recruiting Scale 105

SaaStr

NOVEMBER 27, 2021

Rather, Customer Success owns the customer from point of inception (sometimes pre-close) all the way through the entire life and lifecycle of the customer. Sales closes the customer, and Customer (or Client) Success takes it from there — for years. Customer Success is actually your secret sauce to success.

Sales Hiring 246

Sales Hiring Customer Success Scale Customer Lifetime Value 246

SaaStr

NOVEMBER 27, 2021

Rather, Customer Success owns the customer from point of inception (sometimes pre-close) all the way through the entire life and lifecycle of the customer. Sales closes the customer, and Customer (or Client) Success takes it from there — for years. Customer Success is actually your secret sauce to success.

Sales Hiring 245

Sales Hiring Customer Success Scale Customer Lifetime Value 245

User Pilot

JULY 27, 2024

How can you leverage it for better customer retention in your SaaS? TL;DR Contextual engagement is about interacting with customers with the right message at the right time. Contextual user engagement drives user retention in a number of ways. Just trigger them at the moment the customer may need the extra feature.

Engagement 96

Engagement Retention Customer Lifetime Value Onboarding 96

FastSpring

NOVEMBER 2, 2023

1ClickPay, Trial Hopping Prevention, and Offers API are designed to boost your conversion rates and increase customer lifetime value. Tools such as Subscription Reporting, Trials With/Without Payment Method, Proration Preview API, and Change History API all optimize growth and retention to unlock your business potential.

Subscription 167

Subscription Payment Features Payment Methods Payment Solutions 167

User Pilot

JULY 27, 2023

Are you a results-driven product manager looking for the best product retention strategies for SaaS growth? In this article, we’re going to do a deep dive into a whopping 16 different strategies you can draw from to boost customer retention and increase loyalty. What is customer retention?

Retention 97

Retention Strategy Management Churn 97

User Pilot

MARCH 31, 2023

It is absolutely critical for any product manager to have a strong grasp on the meaning of retention rate. Being able to calculate retention rate, analyze what it means, understand the impact on customer loyalty, and figure out ways to improve customer retention are all vital skills to master. Ready to get started?

Retention 98

Retention SaaS Onboarding Churn 98