Totango

JULY 8, 2021

Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time. To start building an early customer warning system, follow these three steps: 1. Define Customer Health Score.

Systems Review 65

Systems Review Underperforming Technical Team Payment Features Churn 65

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

CustomerSuccessBox

MAY 25, 2021

The Net Retention Rate (NRR) and Gross Retention Rate(GRR) show retention in terms of revenue retained over a period of time whereas Customer retention Rate or Logo Retention Rate show retention in terms of the number of customers. Measuring both of these metrics will give a more balanced view of your retention. GRR or NRR.

Retention 52

Retention Metrics Outsourced Development SMB 52

OPEXEngine

JANUARY 11, 2022

Additionally, it is a flexible model that allows customers to buy only what they need (i.e., There are many vendor benefits, too — it is easier to sell and it embodies a customer success solution orientation that drives high customer lifetime value and revenue. Four pricing models. Uncommitted contracts.

Pricing 52

Pricing Payment Solutions Outsourced Development Compensation 52

Point Nine Land

JUNE 18, 2023

By conducting a cohort analysis, you can track customer behavior, retention, churn, and revenue over time. Simply looking at revenue growth or a usage metric over time doesn’t tell you much about your ability to retain users and turn them into happy long-term customers. What makes a cohort analysis so useful?

SaaS Payments 128

SaaS Payments Payment Services Payments SaaS 128

OPEXEngine

NOVEMBER 17, 2020

If there is one thing I have learned in my decades of building businesses, it is that KPIs are most useful if you are clear about the goal of the metric. Customer success, even if it sits in sales, is not associated with acquiring new customers, and its expenses should not be included in CAC.

Systems Review 52

Systems Review Technical Review Payment Features Scale 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

SaaStr

JANUARY 7, 2021

In this episode, David Skok , General Partner @ Matrix Partners , uncovers the crucial step missing when it comes to finding product-market fit for B2B companies, how to set-up your sales team for success early on, and what metrics really matter when it comes to a payback period. Romain Lapeyre is CEO of Gorgias.

Scale 245

Scale Sales Hiring Scaling B2B 245

ChurnZero

JUNE 19, 2020

During the webinar, we discussed: How customer retention impacts the valuation of your company. How Customer Success can effectively drive retention. What data you need to get the investment in your Customer Success team. Now, it’s the recurring stream that’s related to the subscription revenue.

SaaS Payments 72

SaaS Payments Retention Metrics Payment Solutions 72

FastSpring

SEPTEMBER 2, 2020

When you’re trying to decide how to scale your business and how to calculate profits, there are tons of metrics out there you can use. In fact, it’s easy for businesses to get overwhelmed by metrics and not know which ones to prioritize. This metric? Focuses on Loyal Customers. In doing so, their LTV tripled.

Scale 146

Scale Payment Methods Payments SaaS Payments 146

SaaStr

MARCH 20, 2020

How does Rachel see marketing move ever close to the function of customer success today? What is the optimal way for customer success and marketing to work together? * How does Rachel think about the importance of getting in front of your customers? There are costs to delivering books to customers. .”

SMB 185

SMB Scale Startup Marketplace as a Service 185

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. Why does Harry believe investing in customer success is far more important than customer acquisition? *

SaaS Payments 217

SaaS Payments Payment Methods Finance Payments 217

Chart Mogul

MAY 30, 2019

At ChartMogul, our aim is to help our customers become category leaders. We know that transformational customer success focuses on proactive, strategic engagement. It ensures that users are successful. And this kind of customer success may even transcend traditional boundaries to the collective benefit of all parties.

Underperforming Technical Team 78

Underperforming Technical Team Development Strategy Management 78

SaaStr

OCTOBER 29, 2019

This is a mobile solution for SMB’s to send an invoice and get paid. There’s a client of Simon Kutcher’s that caters to the SMB segment and they weren’t happy with their revenue growth. Your sticks are your value metrics. That team is focused on the SMB segment, customers 250 employees or less.

Payments 100

Payments Pricing Compensation SaaS Payments 100

ChurnZero

OCTOBER 12, 2021

Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success. Adoption Hero – Sibme. Renewal/Expansion Hero – Solink.

Healthcare 98

Healthcare Systems Review Scale Point of Sale 98

SaaStr

NOVEMBER 22, 2019

How does Travis think about the different steps to customer qualification today and what makes the best SDRs? What metrics must you look for? All of these muscles that I had built from my time running customer facing teams in B2B SaaS, you can apply that to the world of Venture. What questions must you ask?

Underperforming Technical Team 163

Underperforming Technical Team SaaS Payments Payment Services Technical Advisors 163

ChurnZero

JUNE 11, 2021

Customer health scores give Customer Success teams a deep understanding of a customer’s health and are a leading indicator that there may be an issue with an account or customer. What’s a Customer Health Score? Do I Need More Than One Customer Health Score?

Software Review 96

Software Review Systems Review Scale Underperforming Technical Team 96

Chart Mogul

OCTOBER 9, 2020

For businesses that offer Freemium, understanding its “true ROI” starts with measuring the right metrics. For example, perhaps one of the most commonly discussed metrics is the free-to-paid conversion rate, which is the % of new sales won from customers who went from a free plan to a paid plan. End users from large businesses.

Scale 83

Scale Churn Metrics Retention 83

SaaStr

JUNE 1, 2021

I’m going to skip by my life story, and how I grew up as a small child in India, and how the dusty streets influenced my take on unit economics, and SaaS subscription models. Do not…,” and the reason is no one hardly ever has succeeded in building a big business in SMB. I’m paraphrasing… [laughter].

Part-Time VPE 221

Part-Time VPE Technical Cofounder CTO Hire New CTO 221

Chart Mogul

SEPTEMBER 15, 2023

These materials will take you from the basics SaaS Metrics — 101 to more advanced topics like Go-To-Market and Product-Led Growth (PLG). Here is a comprehensive list of SaaS blogs that goes through the most common metrics and terms. Only a handful of metrics really matter. I’ve tried – just ask my in laws.

Scale 52

Scale Underperforming Technical Team Sales Hiring SaaS 52

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

SmartKarrot

DECEMBER 21, 2020

Role: VP of Customer Success Location: Pleasant Grove, UT, US Organization: IsoTalent As a VP of Customer Success, you will develop and execute a strategic roadmap for the customer success organization. Drive adoption, setting KPIs and success metrics, demonstrating ROI.

Customer Success 10

Customer Success Scale Leadership SMB 10

SaaStr

AUGUST 9, 2019

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? You look at where people look at metrics and they look at on-target earnings. Vikas Bhambri: Yeah.

SaaS Payments 137

SaaS Payments Cloud Technical Review Scale 137

OPEXEngine

MAY 12, 2020

So the world has awoken to the fact that during COVID-19, customer success, churn and retention are not just high priority, they are existential. Nearly every single unicorn/decacorn/candy corn you can think of – from Zoom to Slack to Notion to Airtable – put product and customer experience at the centers of their businesses.

Technical Review 59

Technical Review SaaS Software Review Sales Hiring 59

Chart Mogul

OCTOBER 9, 2020

For businesses that offer Freemium, understanding its “true ROI” starts with measuring the right metrics. For example, perhaps one of the most commonly discussed metrics is the free-to-paid conversion rate, which is the % of new sales won from customers who went from a free plan to a paid plan. End users from large businesses.

Scale 52

Scale Churn Metrics Retention 52

CustomerSuccessBox

FEBRUARY 28, 2022

You mostly need repeat purchases to get payments with a subscription model and it is easier to impress existing customers than starting all over to acquire new ones. But if you work out to retain existing ones and achieve a high net retention rate, this keeps away the need to acquire new customers. Why is it important?

Retention 52

Retention SaaS Payments Payments Payment Methods 52

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success.

Healthcare 52

Healthcare Systems Review Scale Point of Sale 52

FastSpring

JANUARY 27, 2022

In this piece, we offer seven case studies from SaaS companies — small tweaks they made to reduce churn and increase customer LTV. Note: FastSpring offers advanced subscription management services that support free trials, monthly and annual paid plans, proration, discount management, and more. How Castos upsells subscription tiers.

Merchant Services 135

Merchant Services Payment Services SaaS Payments Payment Solutions 135

Kellblog

FEBRUARY 2, 2023

Formerly backseat metrics like ARR/FTE, free cashflow (FCF) margin, R40 score, and gross dollar retention (GDR) come to the front seat joining net dollar retention (NDR) and ARR growth. Companies who sell to SMB may see increased amounts of uncontrollable churn as customers cease operations. Consumption pricing. Bankruptcy.

Software Review 119

Software Review Development Team Review Underperforming Technical Team Scale 119

SaaStr

DECEMBER 3, 2019

It’s the same product that you use, whether you’re an SMB buyer or enterprise. Like what’s the metrics that you think about? But in addition to that, we’re trying to build subscription businesses that have compounding value factors. I mean, Greg, our head of sales and I am have shared metrics.

Scale 132

Scale Sales Hiring Development Team Review Technical Review 132

SaaStr

JULY 1, 2020

I’m looking at it and I’m like, “Who’s got the Wall Street Journal subscription? Then, we’ll end of the day with me and Stewart Butterfield and obviously Slack is doing well, but Slack also has a massive SMB base and its challenges. It’s even more focused on making customers successful right now.

Merchant Services 180

Merchant Services Scale Sales Recruiting Sales 180

Intercom, Inc.

AUGUST 29, 2019

But Tara Bryant, SVP of Sales at Pipedrive, thinks this is a mistake if you don’t have the right processes, systems, and metrics in place first. The role is focused both on upsell as well as retention and customer success activities. ” We started with a really small base of people who were SMB, really small customers.

Scale 172

Scale Sales Hiring Scaling Payment Services 172

SaaStr

SEPTEMBER 13, 2019

Why does Allison believe product marketing and customer success are the new sales and marketing? When this guest was first on the show over two years ago she was VP of Customer Success. Can I ask, specifically with regards to the customer success function, how does that change and alter with scale specifically?

Engineering 27

Engineering Scale Underperforming Technical Team Customer Success 27

SmartKarrot

FEBRUARY 9, 2022

When accessing customer retention, two questions come into the picture – the first is “How much money you are able to retain?”, and the second is “How many existing customers are you retaining?”. The answer to the second question, i.e., “How many customers are you retaining?” Let us understand these metrics in little detail.

Retention 10

Retention Revenue SaaS Benchmarks 10

User Pilot

FEBRUARY 21, 2023

Product-led growth may be a bit of a buzzword, but achieving no-code growth is particularly important for SaaS companies with low ACV, freemium models, and generally those in the SMB sector. This compensates a bit for the lack of in-depth analytics but means you need multiple subscriptions. Can be used on web apps and mobile apps too.

Software Review 52

Software Review Onboarding Technical Review Underperforming Technical Team 52

SaaStr

SEPTEMBER 27, 2019

And that was around the time that I left and then since then HubSpot has built an invoice generator and a bunch of other things. I’m seeing further and further, this integration between almost customer success in marketing with the content that marketing is producing being pushed down and used in many customer success cases.

Sales Hiring 136

Sales Hiring Sales Recruiting Scale Software Review 136

SaaStr

JUNE 10, 2020

They’ve got to find their travelers and get them home, but there’s more than that that we’re hearing from our customers. Everyone, customer success. Launch it to our customers, launch it to the sales team, launch it to prospects.” They’re going to build a bunch of things that we need.

Travel 181

Travel Marketing Scale Outsourcing Services 181