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

OpenView Labs

APRIL 8, 2021

The response since the usage-based pricing playbook has far exceeded my expectations. My TechCrunch byline went semi-viral, Bessemer named usage-based pricing part of the “ new normal ” for SaaS go-to-market strategy, and Alex Wilhelm said it’s “ one theme that’s come up time and again ” in public company earnings calls.

Pricing 97

Pricing Scale Subscription Payment Features 97

Sixteen Ventures

FEBRUARY 28, 2022

Having worked with hundreds of companies of different sizes, funding stages, and Customer Success maturity, around the world, I’ve boiled down what I believe are the five “secrets” of World-class CSMs. Customers that are successful will want to increase their investment with them. Any CSM can be World-class.

Customer Success 124

Customer Success Management Churn Retention 124

OpenView Labs

JANUARY 13, 2022

Welcome to the third edition of the Pricing Transformations series. Pricing Transformations in 2020. Pricing Transformations in 2021. Pricing models must be adaptable – 4/5 on this. We took off a point as there are still too few people who understand pricing models well enough to make them adaptable.

Pricing 82

Pricing Payment Services SaaS Payments Payment Solutions 82

Totango

APRIL 15, 2022

In order to effectively optimize, scale and provide your customers with the best experiences possible, you need to have a high-quality customer success platform. Customer 360 : Ability to connect all platforms in your techstack into one centralized customer data platform. What to Consider in Your Evaluation.

Customer Success 84

Customer Success Technical Review Scaling Investment 84

User Pilot

MARCH 16, 2023

Looking for an in-depth review of UserGuiding pricing so you can understand whether it’s the right choice for you? Finding a product that not only suits your business needs but also delivers value at the right price can be daunting. UserGuiding’s pricing plans. UserGuiding’s dashboard. How much does UserGuiding cost?

Pricing 88

Pricing Software Review Technical Review Onboarding 88

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. Every investment dollar is harder to obtain, and CS leaders and their teams face more pressure than ever to deliver results. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang.

Customer Success 52

Customer Success Trends Sales Hiring Artificial Intelligence 52

SaaStr

MARCH 30, 2023

Having backed more than 115 companies and facilitated over 420 add-on acquisitions, we bring extensive investment experience, deep expertise in software and technology, and a firm commitment to collaborating with management teams. The post Thanks to PSG Equity, Rapid, Vertice, and Vitally for Sponsoring SaaStr Europa 2023!

Outsourced Development 226

Outsourced Development Acquisition Pricing B2B 226

Totango

MAY 19, 2021

These sites allow you to narrow down your search by categories like price, location, home type, number of bedrooms and bathrooms, etc. Choosing a Customer Success platform for your business is also a major decision and one that should not be taken lightly. How to Use the Customer Success Platform Evaluation Scorecard Template.

Customer Success 106

Customer Success Software Review Technical Review Trends 106

Sixteen Ventures

SEPTEMBER 10, 2020

It’s critical to understand why your customers churn, but if you’re relying solely on the reason the customer gives you for that churn, you’re definitely missing the actual reason. It’s easy to just ask a customer why they’re cancelling or not renewing and to leave it at that. So… is it worth “saving” customers? .

Churn 131

Churn Customer Success Systems Review Outsourced Development 131

ChurnZero

MARCH 18, 2022

They also discussed the impact of these metrics on your plans as a Customer Success professional and your company overall. Key SaaS and Customer Success metrics you should care about. What boards and investors expect from your Customer Success organization. You would use euros instead or pounds in the UK.

Customer Success 98

Customer Success Metrics SaaS Banking 98

SaaStr

SEPTEMBER 29, 2023

Many of you are familiar with this visual, most likely created by an investment firm. There are advantages beyond higher pricing, with higher pricing being the smallest advantage. There were more reasons to talk to customers and more touch points with people. Keep leaning into the investment, and don’t let off the gas.

Scale 252

Scale Scaling Startup Sales Hiring 252

Chaotic Flow

AUGUST 18, 2015

If they don’t keep their customers around for years, then all that capital invested in customer acquisition will have gone to waste. This is the third post in a series that explores the importance of SaaS customer alignment across the SaaS customer lifecycle. SaaS Customer Alignment Tip #8.

Customer Success 138

Customer Success Underperforming Technical Team Scale SaaS 138

Totango

NOVEMBER 25, 2020

“Relying on CRM for a broad understanding of account health and renewal likelihood will only paint a small part of the picture, and TSIA recommends investing in “best of breed” customer success technology to more accurately assess account health, automate recurring revenue, and fully explore the customer experience.

Customer Success 107

Customer Success Technical Review Outsourced Development Churn 107

ChurnZero

NOVEMBER 4, 2022

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? Customers will respect and trust you infinitely more when you’re upfront with them.

Customer Success 98

Customer Success Scale SaaS Finance 98

SaaStr

APRIL 2, 2023

Mistake: Not scaling based upon leading indicators We’ve had 3 periods in history where we scaled up way too fast: Early on, when we thought the enterprise opportunity for Gainsight’s Customer Success product was huge after closing *1* enterprise deal! Eventually, you end up with 2000 contract types for 1000 customers.

Sales Hiring 284

Sales Hiring Scale Scaling Customer Success 284

SaaStr

NOVEMBER 8, 2021

By laying out how SaaS IPOs have consistently grown faster than expectations, this slide might inspire the Self-Taught Founder to invest in growth more aggressively, or recognize their total addressable market (TAM) will end up bigger than expected, or even hold out for a higher exit valuation. . The much lower R-squared (0.22

Scale 324

Scale Cloud Forecasting Pricing 324

CustomerSuccessBox

DECEMBER 3, 2021

As a Customer Success leader , you reviewed your past year’s performance thoroughly. New areas of investment have been identified and you are ready to speak with the CEO/CFO about additional budget requirements. Well, it’s not easy to prove a case for Customer Success(CS). Areas for Customer Success investment.

Customer Success 52

Customer Success Data Technical Review Headcount 52

OpenView Labs

FEBRUARY 9, 2021

This is why we’re seeing more and more SaaS companies—Datadog, Twilio, AWS, Snowflake, and Stripe, to name a few—find success with product led growth paired with usage-based pricing. Usage-based pricing will be the key to successful monetization in the future.”. Usage-based pricing is in all layers of the tech stack.

Scale 98

Scale Pricing Scaling AWS 98

OPEXEngine

JANUARY 11, 2022

Consumption-based pricing is best used when you can accurately and easily break down your service offering into small, digestible units. Many companies in the technology industry are moving toward “pay for what you use” consumption-based pricing models. Four pricing models. Uncommitted contracts. Challenges and shifts.

Pricing 52

Pricing Payment Solutions Outsourced Development Compensation 52

SaaStr

AUGUST 7, 2020

359: The Secrets to Vertical Growth, What it Really Takes to Build a $1B SaaS Company with Matt Garratt, SVP, Managing Partner @ Salesforce Ventures, Trisha Price, Chief Product Officer @ nCino and David Schmaier, CEO & Founder @ Vlocity. Trisha Price. Trisha Price: nCino is a little bit different in its background.

Payment Solutions 154

Payment Solutions Pricing Payments Payment Services 154

OpenView Labs

JANUARY 3, 2022

Back in 2015 I published this post “ Your 3 Pricing Strategy Choices: Grow, Skim, or Follow.” In this post, I update the key ideas and introduce a few new ones based on the importance of goal setting and new approaches to pricing and value. Pricing is a critical choice. Pricing strategy selection is a choice.

Pricing 67

Pricing Strategy Innovation B2B 67

CustomerSuccessBox

MAY 8, 2022

Nothing irritates Customer Success Managers (CSMs) more than a product that fails to deliver results. Of course, this has an impact on the customer’s ability to execute their work, but it also has an impact on the CSM’s quota and the company’s general ability to develop and grow. Correlate Price and Value.

Customer Success 52

Customer Success Scale Systems Review Software Review 52

OpenView Labs

FEBRUARY 4, 2020

Segment CEO and Co-founder Peter Reinhardt was recently reflecting on what were his top lessons learned from changing packages and pricing. While Segment may be an extreme case, the business is far from unique in learning that it was leaving money on the table due to its pricing. Pricing Is Your Best Shot at Growing 25% Faster.

Pricing 60

Pricing Scale Technical Review Software Review 60

ChurnZero

DECEMBER 11, 2020

A s much as I hope you enjoyed this poem, it’s time Customer Success leaders stop hoping for approval and watering down their budgetary needs for fear of rejection. . The best investment your company can make is in its customers – and that means investing in Customer Success. .

Customer Success 59

Customer Success Scale Leadership Churn 59

SaaStr

FEBRUARY 7, 2023

Take a look at just some of the topics and mentors hosting Braindates: Core metrics to track for SAAS with Tarush Aggarwal, Founder & Ceo at 5X Pricing as a growth lever – How, what, why? The goal is to help each other learn something new, find mentorships, create partnerships, and exchange strategies.

VP of Engineering 261

VP of Engineering Technical Cofounder Outsourcing Services CTO Coach 261

SaaStr

JANUARY 24, 2024

From an R&D perspective, they invested in what they called vertical solutions to support those new use cases. So, Calendly decided to invest in going Enterprise. From a process standpoint, you have to be ready to invest in Enterprise sales and build infrastructure to make sure sales can be successful. The result?

Scale 246

Scale Sales Hiring Scaling Revenue 246

SaaStr

NOVEMBER 14, 2023

What Is A “Consumption” Business In the old days of software, you had a company like Oracle that popularized the perpetual license where customers own the software and vendors own the market. Then, we moved to a more customer-friendly model with SaaS and subscription-based pricing. Who’s playing the role of Customer Success?

Compensation 166

Compensation Sales Azure AWS 166

ChurnZero

AUGUST 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care. Hunter Montgomery , CMO, ChurnZero.

Scale 98

Scale Customer Success Scaling Sales Hiring 98

ProfitWell

NOVEMBER 4, 2019

Mastering customer success is vital in the subscription space. Not implementing and measuring customer success means you risk losing customers and rising customer acquisition costs (CAC). What is customer success? Customer success is exactly what it sounds like. Destroy Churn.

Customer Success 73

Customer Success SaaS Onboarding Churn 73

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. Use interactive walkthroughs to drive customer success. Offer self-service support to improve customer satisfaction.

SaaS Payments 78

SaaS Payments Business SaaS Payment Solutions 78

SaaStr

DECEMBER 30, 2022

SMBs usually prioritize simplicity, ease of use, transparent pricing, and support. Transparent pricing makes their life easier than going on sales calls every day only to find out that your product is not financially viable for them. . Align your GTM to your customer’s journey rather than what you think it should be.

Scale 216

Scale Scaling Revenue Enterprise 216

User Pilot

OCTOBER 5, 2023

TL;DR The CAC payback period measures the time it takes for a company to recover the money invested in new customer acquisition. This metric helps SaaS companies choose the most effective customer acquisition channels , diagnose inefficiencies in customer retention strategies , and inform pricing decisions.

SaaS Payments 93

SaaS Payments Customer Lifetime Value Payment Solutions Acquisition 93

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

APRIL 10, 2023

And as part of that push from my vantage point as Chief of Staff, I saw the need to continue investing in those early-stage startups so that we didn’t put all our eggs in one basket but that we continue to grow and nurture the companies that would go on to become great.” The Timeline: Pre-2018: $134 off/month, 1-year offer.

Startup 225

Startup Scale SMB Venture Capital 225

User Pilot

DECEMBER 2, 2019

Customer success has gone from strength to strength in recent years. More and more SaaS companies are starting to realize how important it is, and so they’re investing more time and effort into it. With that in mind, we thought we’d take a look at the best customer success tools. CustomerSuccessBox. Salesmachine.

Customer Success 68

Customer Success SaaS Payments Payment Solutions Scale 68

SaaStr

FEBRUARY 17, 2023

As Blond comments, “I would say, especially for early-stage startups, oftentimes the focus on making customers successful and expanding revenue comes too late. It’s important to note that these reasons might differ depending on persona, customer segment, or company type, so be mindful of the reasonings coming from each customer type.

Retention 227

Retention Revenue Startup Sales Hiring 227