SaaStr

SEPTEMBER 12, 2019

I’m talking about product-led growth as an investment strategy, but really my background is 10 years of operating experience in the product-led growth world. Now I’m investing in that. I say investment strategy, but really it’s like how do you build a company that’s focused on product-led growth?

Investment 101

Investment Underperforming Technical Team Sales Hiring Software Review 101

Chart Mogul

DECEMBER 13, 2019

Getting a new customer on board is a happy time for every sales team, but it’s not quite the end of the road. The final step is the sales to customer success handoff process that lays the foundation for retaining customers successfully. This sales to customer success transition is a delicate balancing act.

Underperforming Technical Team 80

Underperforming Technical Team Customer Success Outsourced Development Sales 80

The SaaS Garage

MARCH 12, 2020

And no, this gatherng was not triggered by the current crisis but, needless to mention, we did spend some time mingling about the “bad old tmes” of the post Sept. take such words with caution “Don’t panic, stay calm and watch the development.” Its time to take extreme care of your existing customer base.

Underperforming Technical Team 52

Underperforming Technical Team Payment Solutions Payment Methods Venture Capital 52

Sixteen Ventures

DECEMBER 31, 2019

Customer Success is transformative. Whether you have a Software-as-a-Service, subscription or membership business or you sell one-off products or services and simply want to do business with your customer more than once, Customer Success should be your driving purpose. … The Customer Success Book.

Customer Success 136

Customer Success SaaS Payments Payment Solutions Payment Services 136

Totango

JULY 1, 2022

Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. B2B SaaS customer loyalty can be quantified through key performance indicators.

B2B 108

B2B B2C Underperforming Technical Team Business 108

User Pilot

JANUARY 31, 2023

TL;DR At-risk customers are those who are showing signs of canceling their subscriptions. Identifying at-risk customers is crucial for understanding their behavior, improving customer satisfaction , and reducing churn rate. What are at-risk customers? As a result, at-risk customers end up increasing the churn rate.

Churn 93

Churn Underperforming Technical Team SaaS Payments Payment Solutions 93

Chart Mogul

DECEMBER 13, 2019

Getting a new customer on board is a happy time for every sales team, but it’s not quite the end of the road. The final step is the sales to customer success handoff process that lays the foundation for retaining customers successfully. This sales to customer success transition is a delicate balancing act.

Underperforming Technical Team 52

Underperforming Technical Team Customer Success Outsourced Development Sales 52

Totango

JANUARY 26, 2021

In other words, the number of customers who didn’t churn is the number of customers you retained. For example, if you sell a subscription SaaS product, a simple procedure for calculating your monthly churn rate would be: Take how many subscribers canceled their subscriptions that month. Poor Customer Fit.

Churn 89

Churn Retention Underperforming Technical Team Technical Review 89

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

Customer Success 73

Customer Success SaaS Payments Payment Services Payment Solutions 73

SaaStr

JULY 15, 2022

Jason Lemkin: Yeah, I think if you ask how applicable is SEO, programmable is maybe a different question, but I tell you every single SaaS company I have invested in or worked with that has made a commitment to building at least one high quality piece of content per week has seen significant ROI from SEO over a period of months or a year.

Scale 248

Scale Outsourcing Services Sales Hiring VP of Engineering 248

Totango

NOVEMBER 23, 2021

Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. How do you tell when it’s time to ditch your current system and invest in a CS upgrade? However, these are primarily sales functions, not customer success functions.

Software 92

Software Underperforming Technical Team Churn Customer Success 92

SaaStr

NOVEMBER 26, 2019

The company’s customers include Etsy, K-Swiss, Toyota, Yelp and Facebook among others. Its customer base spans over 14,000 customers in over 100 countries. Hear from Duo Security’s VP of Inside Sales America on how to build a $2.3B sales team. Jennifer Lawrence | VP, Inside Sales @ Duo Security.

Scale 220

Scale Sales Hiring Underperforming Technical Team Sales 220

User Pilot

JULY 27, 2023

They also manage finances and supervise one or more engineering teams. Customer Success Manager: This person is responsible for customer relationships and experience as well as acting as the voice of the customer. In large companies, the CSM also oversees other customer success roles.

Sales Hiring 91

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 91

Baremetrics

AUGUST 23, 2021

You need to have a strategic approach that includes identifying your market fit, developing appropriate positioning and marketing strategies, and measuring performance. It acts as a product launch blueprint for your business, enabling you to reach customers and sell your product more effectively. Start your free trial today.

Strategy 104

Strategy Scale Payment Features Software Review 104

Sales Hacker

JANUARY 22, 2020

This is especially true in the Software as a Service (SaaS) industry, in which the subscription-based sales model means prospects are typically committing to a product for months or years at a time. If the customer isn’t happy, it can cause months of pain — not just for the customer, but for Customer Success.

Sales Hiring 77

Sales Hiring Interviewing Underperforming Technical Team Sales Recruiting 77

SaaStr

NOVEMBER 22, 2019

Before Optimizely, Travis spent 6 years at Salesforce in a number of sales roles including building the first Platform Sales team. Why does it suggest misalignment between customer and vendor from Day 1? What does Travis advise founders when it comes to uniting customer facing teams? * Loving our podcast content?

Underperforming Technical Team 157

Underperforming Technical Team SaaS Payments Payment Services Technical Advisors 157

SaaStr

MARCH 13, 2020

315: Harry Hurst is the Co-Founder & Co-CEO @ Pipe, the startup that gives you control of your cash flow by giving you access to the full annual value of your monthly subscriptions, upfront. Harry has also angel invested in the likes of BreathePod and Try.com. Do you have to invest in it from Day 1? for the fantastic intro.

SaaS Payments 210

SaaS Payments Payment Methods Finance Payments 210

Sales Enablement, SaaS and Growth

OCTOBER 29, 2018

High SaaS churn is a corollary of poor retention - but it can creep up unannounced, and rather than deal a single fatal blow, it causes death by a thousand small cuts. You can clearly see what the return will be from every dollar, euro or pound invested. Number of customers. But what should “customer success” include?

Churn 152

Churn SaaS Payments SaaS Payments 152

SaaSOptics

MARCH 1, 2022

What makes finance teams throw up their hands and say, “I just need a tool that can do X!” finance teams are responsible for planning the financial roadmap of an organization and keeping everything in balance. Most finance teams are familiar with enterprise and integrated solutions (think Netsuite, Sage Intacct.).

Payment Solutions 52

Payment Solutions Payments Payment Services Payment Features 52

OPEXEngine

OCTOBER 5, 2021

The shift to cloud-based subscription models is creating even more value in a thriving sector. In more mature software companies, we see oversized returns for companies that are moving to software-as-a-service subscription models (see Figure 1). Sticky after all. Four ways to drive value.

Software Review 52

Software Review DevOps as a Service Software Underperforming Technical Team 52

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

Customer Success 49

Customer Success SaaS Payments Payment Services Payment Solutions 49

Totango

JULY 18, 2018

According to data from Forrester Research, almost two-thirds of interactions between a customer and a company take place through the Customer Service department. Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey.

Customer Support 56

Customer Support Customer Success Retention Underperforming Technical Team 56

ChurnZero

OCTOBER 4, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Today we are showcasing – Sam Schneider, the VP of Client Success at Bloomfire. A: It’s ok to say no.

Customer Success 40

Customer Success Sales Hiring Scale Underperforming Technical Team 40

CustomerSuccessBox

APRIL 9, 2021

One of the biggest pitfalls of most founders of B2B SaaS is the thought of having a great product or service that is good enough to retain customers. Gone are the days when software developers would develop on-premise software that bound customers on a long-term contract and required upfront heavy investments.

Retention 52

Retention Software Review Software Payment Features 52

User Pilot

MAY 26, 2024

Customer feedback is important if you want to truly serve your customers and come up with solutions that can solve their pain points. Here is why customer feedback matters: Understand whether customers see value in your product and if it meets their needs. Spekit for customer feedback Source: Spekit.

Software Review 52

Software Review Underperforming Technical Team Onboarding Systems Review 52

Chart Mogul

SEPTEMBER 15, 2023

5 Reasons I Hate the Rule of 40 by Mikael Johnsson, SaaS Nordic While not necessarily completely useless, I would strongly argue that R40 is a metric applicable to the world of PE and public markets investing and is not a good metric for assessing the quality of venture-stage companies.

Scale 52

Scale Underperforming Technical Team Sales Hiring SaaS 52

SaaSOptics

MAY 19, 2022

More customers = more revenue. For subscription-based SaaS businesses, your customer acquisition metrics indicate how effectively you acquire new users via sales, marketing, or a product-led approach like a free trial. Below, we’ll dive into how to develop a customer acquisition strategy from start to finish. .

Acquisition 59

Acquisition Scale Strategy Software Review 59

ChurnZero

JUNE 3, 2022

From optional to all-important, Customer Success has come a long way in the last decade. VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. Satisfying expectations for those numbers is an investment non-negotiable.

Customer Success 52

Customer Success Sales Hiring B2B Technical Review 52

ChurnZero

JUNE 3, 2022

From optional to all-important, Customer Success has come a long way in the last decade. VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. Satisfying expectations for those numbers is an investment non-negotiable.

Customer Success 52

Customer Success Sales Hiring B2B Technical Review 52

SaaStr

NOVEMBER 2, 2019

As for Krish, under Krish’s leadership the team has grown to over 300 people and over 5,000 clients making it one of the next generation in truly global SaaS businesses started in India. Does one have to expand the product line to retain customers? First, what is continuous customer development?

Scale 126

Scale SaaS Payments Sales Recruiting Payment Services 126

TriTuns

JANUARY 21, 2020

*This is an updated version of the article , “The Big Bold Future Of SaaS Growth Is Customer Success” that I originally published on Software Executive Magazine in May 2019. The next generation of this business model, led by the creation of customer success (CS), is ushering in a new growth engine.

SaaS 71

SaaS Underperforming Technical Team Customer Success Business Model 71

TriTuns

JANUARY 21, 2020

*This is an updated version of the article , “The Big Bold Future Of SaaS Growth Is Customer Success” that I originally published on Software Executive Magazine in May 2019. The next generation of this business model, led by the creation of customer success (CS), is ushering in a new growth engine.

SaaS 71

SaaS Underperforming Technical Team Customer Success Business Model 71

Sales Hacker

SEPTEMBER 4, 2018

What is Customer Success and why do you need it? Gain a new customer, you increase revenue. What happens when you lose more customers than you gain? It may happen sooner or later, but failure is the only prospect a business faces when customer loyalty plunges. Guide overview: What is Customer Success?

Customer Success 56

Customer Success Scale Technical Review Systems Review 56

SaaStr

OCTOBER 24, 2019

Jos White of Notion and Christian Lanng of Tradeshift team up to show you how to work within, and sometimes around, rules in the workplace. Jos White : We were fortunate enough to lead a Series A investment into Tradeshift back in 2010, I think. Notion Capital was really the first fund to have the guts to invest in Tradeshift.

Payments 103

Payments Payment Features SaaS Payments Underperforming Technical Team 103

Kellblog

FEBRUARY 2, 2023

Going forward, while VCs clearly have dry powder , what’s unclear is their willingness to invest it. Some companies treat these as publicity stunts, talking a big vision, but not really investing. Meta is in that situation : customers don’t care, the market doesn’t look attractive , and key employees are leaving.

Software Review 119

Software Review Development Team Review Underperforming Technical Team Scale 119

ChurnZero

JULY 12, 2019

Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through. Outstanding brands create connections between customer needs and their solution.

Scale 75

Scale Onboarding Customer Success Underperforming Technical Team 75

ChurnZero

MARCH 20, 2020

The Goldilocks Principle in Customer Success: Finding the ‘Just Right’ Skill Balance. Not too hard, not too soft, Customer Success skills need to be “just right. ” This makes the idea of a universal Customer Success skills composite that’s “just right” sound more like a farfetched fable.

Technical Advisors 52

Technical Advisors Technical Review Customer Success Software Review 52