SaaStr

OCTOBER 11, 2023

Serve customers a CRM or project management first, and as they scale and use it more, they’re exposed to more features. You don’t want to overwhelm SMB customers, and Monday made this a focus from day one. This is how they optimized the product and pricing. How do you get over 100 for SMB? They tracked every penny.

Scale 164

Scale Sales Hiring Scaling Banking 164

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

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

SaaStr

JANUARY 12, 2022

“For large enterprise customers, your stakeholder map is almost always too small” — Alex Farmer, VP CS, Cognite Data. Another top mistake SMB folks make trying to sell enterprise. We all underresource customer success vs. sales. Lost a bank customer we had served well for 5 years and up to.5M

CTO Hire 267

CTO Hire Sales Hiring New CTO CTO 267

User Pilot

AUGUST 6, 2023

Using customer relationship management (CRM) software to centralize your customer data is a worthwhile investment since it will prevent the formation of data silos and streamline the process of ensuring everyone has access to the information they need. Promotional emails are consistent with the information on your pricing pages.

Investment 90

Investment Banking Social Media Customer Lifetime Value 90

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

ChurnZero

JUNE 2, 2021

Lessons learned over the last year from the Customer Success community. Now we’re seeing numerous companies price 8 to 12, so it’s definitely jumped up a little bit. A [Rob]: That’s more of a question for the earlier stage investing in the public market. Price earnings doesn’t work.

Benchmarks 98

Benchmarks B2B SMB SaaS 98

ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. You Mon: Let me add a few things.

Finance 61

Finance Customer Success Scale Customer Lifetime Value 61

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

SaaStr

MAY 8, 2020

I think so much of new sales and customer success are blending together, and that’s actually for the best, but the love you show for your existing customers, you can now extend to new prospects as well. Can we help you help out more with customer success?”, Harry Stebbings: I do agree.

Sales Recruiting 174

Sales Recruiting Technical Review Sales Hiring Outsourced Development 174

SaaStr

NOVEMBER 2, 2019

What does Krish mean when he says, “In SaaS, you either sell to one of 2 customer profiles”? How does Krish think about purely serving the SMB market? Does one have to expand the product line to retain customers? How does he think about the mortality rate of SMBs? First, what is continuous customer development?

Scale 127

Scale SaaS Payments Sales Recruiting Payment Services 127

SaaStr

MAY 24, 2019

* How does Andrew advise founders on the question of whether to start in enterprise or SMB? What are the benefits of starting in SMB? How does the product and what you invest in proactively need to change as you move into enterprise? I had Jason VandeBoom of ActiveCampaign on the show, and he said SMB first works.

Sales Hiring 145

Sales Hiring Scale SMB Sales Recruiting 145

SaaStr

AUGUST 9, 2019

Why is it so crucial to invest in enablement in the early days? When should one look to hire their first customer success reps? Vikas Bhambri: That seamlessly flows through then when you hand off to the implementation team or the customer success team, are we meeting those KPIs? What is a good payback period? *

SaaS Payments 132

SaaS Payments Cloud Technical Review Scale 132

Neil Patel

FEBRUARY 4, 2021

We quickly learned we could not serve most people asking for help because the investment was outside their budget. We figure out how to stretch your investment as far as we possibly can by providing customized services catered to your small business. SMB Digital Marketing Case Studies. See our customer success stories.

VP of Engineering 126

VP of Engineering Marketing Marketplace as a Service Social Media 126

SaaStr

JULY 24, 2019

Gillian oversees Talkdesk’s Customer Success and Technical Support teams, partnering closely with customers to achieve their CX vision. The first is your customers have to have more stuff to buy. Final point about Talkdesk is that we started selling about five years ago in the SMB space.

Retention 137

Retention VP of Engineering Sales Hiring Scale 137

SaaStr

OCTOBER 31, 2019

It was around that time about 12 years ago that Jeff Bezos launched AWS, and some of you may remember that, when he did this, Wall Street analysts were looking at him and saying, “Why would you take what’s already a very unprofitable business and drive it further into the red by investing in this AWS initiative?”

Cloud 100

Cloud Scale AWS Machine Learning 100

OPEXEngine

FEBRUARY 22, 2022

An additional non-financial constraint is a fact that these customers typically lack experience in software procurement and implementation, and this adds friction to the sales cycle. Customer success is usually staffed by a mix of customer support, sales, and engineering folks contributing some portion of their time to the Cost of Revenue.

SaaS Payments 52

SaaS Payments Payment Services Payment Methods Marketplace as a Service 52

Andreessen Horowitz

OCTOBER 16, 2023

As for pricing, how do you know you’re not leaving value on the table? Speaking of, we go beyond the typical discussion of product-market fit into the concept of product-market-sales fit, and what that means for product design, to services, to pricing and packaging, to product management, and more. When should companies offer services?

Product Marketing 76

Product Marketing Scale Sales Hiring Sales Recruiting 76

SaaStr

NOVEMBER 16, 2020

Why does Andy think the seat-based pricing model in SaaS will die? Why is volume-based pricing optimal? How does one instil volume based pricing without disincentivizing usage? Harry Stebbings: I do have to ask [inaudible 00:09:30], we both have a common passion for something, [inaudible 00:09:32] pricing.

Sales Hiring 189

Sales Hiring Scale Leadership Sales Enablement 189

OPEXEngine

NOVEMBER 17, 2020

Each of the components of the CAC calculation— expenses to acquire new customers divided by new customers —must align with the goal. If you are an early-stage or growth SaaS company, most likely all your sales and marketing expenses are invested in acquiring new customers. Key Take-Aways.

Systems Review 52

Systems Review Technical Review Payment Features Scale 52

SaaStr

JANUARY 28, 2020

Maria : Yeah, I think, coming from a marketing side and thinking about that as a marketer, marketing is all about investments. There’s none of the brands that you’ve seen get to an IPO or continue on to a Fortune 500 company that is not making some significant investments there. Aaron : And they just have to do it.

Sales Hiring 204

Sales Hiring Scale Underperforming Technical Team Sales Recruiting 204

CustomerSuccessBox

FEBRUARY 28, 2022

100+ existing customers pay more than $1M + and the others are exploring and contributing to some revenue. Both the segments are quickly growing and the turning factor is the customer growth where the whales are at 110% and overall is 84% YOY. Know more: How can VP of Customer Success get to 125% Annual Recurring Revenue (ARR ).

Retention 52

Retention SaaS Payments Payments Payment Methods 52

SaaStr

OCTOBER 29, 2019

Naomi Pilosof Ionita | Investing Partner @ Menlo Ventures. We’re going to talk about matching price to value, and I’m going to share some lessons from my time as both an operator and an investor. This is a mobile solution for SMB’s to send an invoice and get paid. The next camp, we price it artificially low.

Payments 100

Payments Pricing Compensation SaaS Payments 100

SaaStr

MARCH 1, 2019

As for Tom, he joined Redpoint in 2008 and has since led investments in Kustomer, Looker, Expensify, and Gremlin all prior guests on the show, I hasten to add. How does this differ when comparing enterprise to SMB? How does this differ when comparing SMB to enterprise? How does this differ when comparing SMB to enterprise?

Scale 113

Scale SMB Sales Recruiting Sales Hiring 113

Intercom, Inc.

JULY 11, 2019

Those three together really comprise the entirety of the front office for the SMB. We’re pretty happy with the way that it’s been going, and our customers have enjoyed us being able to offer them more across the entirety of the customer experience. Why customer service is worth the investment.

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

SaaStr

JUNE 3, 2020

Then we went on to build another company called SteelBrick, another SaaS configure price quoting solution. And companies in general, are also right now, investing more in software and digital. It’s most severe in the SMB world. And that company grew very quickly. And after just two years, we were acquired by Salesforce.

Software Review 178

Software Review Scale Technical Review SaaS 178

SaaStr

JUNE 1, 2021

The other thing that dropped our odds of success was the fact that we were focused on small business, on the SMB market, and everyone we talked to, literally everyone. Do not…,” and the reason is no one hardly ever has succeeded in building a big business in SMB. ” “Yep, we need a price.”

Part-Time VPE 211

Part-Time VPE Technical Cofounder CTO Hire New CTO 211

SaaStr

MARCH 27, 2019

And the other job was to be an investment banker at Merrill Lynch. And I was talking to my dad, and he said, “I don’t think you’re an investment banker, Leyla,” which was good advice. I think for me one of the biggest realizations for me, we were a mid market company, right, we grew up in SMB.

Scale 131

Scale VP of Engineering Mobile Scaling 131

SaaStr

DECEMBER 14, 2020

Churn is a good term for your SMB and freemium customers. They will come and go, and their lifetime values often will be relatively small & short, so your customer acquisition strategies will have to be extremely precise. 120%+ for your Larger Customers. Like Verizon. Given that, what’s actionable here?

Churn 362

Churn Sales Hiring Systems Review B2C 362

SaaStr

JULY 11, 2019

Also, don’t miss out on discounted prices for SaaStr Annual 2020 tickets. You’ll see what a unicorn looked like before they got their first investment. I was lucky enough to … One of my first larger investments was in Talkdesk. Doing a product for SMB is fairly simple. Transcript. Tiago Paiva: Oh yeah.

Sales Hiring 255

Sales Hiring SMB Scale Cloud 255

SaaStr

JUNE 7, 2019

239: Amit Bendov is the Founder and CEO @ Gong.io, the startup that provides you with powerful visibility into your customer conversations with conversation intelligence. To date, Amit has raised $68m in funding for Gong from the likes of Norwest, Battery Ventures, Cisco Investments, and Wing Venture Capital, just to name a few.

Outsourced Development 132

Outsourced Development Outsourcing Services Sales Hiring Scale 132

SaaStr

SEPTEMBER 27, 2019

We would generate 10x what we invested into that based on those people. And so very quickly we set up automatic sales notifications and sales emails that basically would send out to sales reps as prospects if they were viewing our pricing page, as an example. Which is a super useful tactic. It works really well.

Sales Hiring 131

Sales Hiring Sales Recruiting Scale Software Review 131

SaaStr

JULY 12, 2022

Now, I just invest in SasS companies. If it’s helpful to you, it’s got everything from how to build the sales com plan to how to think about hiring a VP marketing and how to hire a customer success thing. Customers, you’re thinking about that all the time, how do I get my deal size up? laughter].

Sales Hiring 250

Sales Hiring Part-Time VPE VP of Engineering Sales Recruiting 250

SaaStr

JUNE 28, 2019

Jason Lemkin is the Founder @ SaaStr, the world’s largest SaaS community and leading early-stage SaaS fund with investments in Automile, TalkDesk, Algolia and more. What can founders do to their pricing model to extract as much value from each customer? How do you need this change to be reflected in your pricing?

Outsourcing Services 114

Outsourcing Services Scale Sales Hiring SMB 114

Sales Hacker

APRIL 21, 2022

After a couple of years, we had built a solid SMB business, but realized that in order to hit our growth goals we needed to move up-market. A customer persona they aspire to serve one day. For this group, the company is learning what it takes to make this customer experience successful. Pricing and Packaging.

Marketing 85

Marketing Sales Hiring SaaS SMB 85

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. Because this drives investment decisions.

Scale 52

Scale Underperforming Technical Team Sales Hiring SaaS 52

Sales Hacker

AUGUST 18, 2023

As always, you’ll hear real stories/strategies/tactics from real revenue operators spanning: sales, marketing, customer success, operations/enablement, product and hiring. Are the customers you’ve won representative of a market where you can uniquely and consistently win?

Scale 67

Scale VP of Engineering Sales Hiring Enterprise 67