ChurnZero

FEBRUARY 28, 2025

You might be surprised to know that SaaS companies can learn a lot from their consumer subscription counterparts. 4: High-end sales teams Increasingly, SaaS organizations leverage inside sales teams, since selling subscriptions is easier and less of a commitment than selling enterprise software. 3: Make onboarding seamless.

SaaS Payments

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. But in a subscription economy, the reality is that its far more than that.

Customer Success

User Pilot

OCTOBER 19, 2024

As such, you must tailor your strategies to meet your target customers’ specific needs and expectations. What does customer satisfaction look like for SaaS businesses? Unlike traditional businesses, most SaaS businesses operate the subscription pricing model. As a result, satisfying customers is key to any success in SaaS.

Business

ChurnZero

MAY 16, 2025

It’s the ultimate technology dilemma for customer teams and the execs who control budgets: should you buy or build your customer success platform? It’s harder to do on your own, and you’ll be less successful ultimately. The resourcing drawbacks of a custom CRM build.

Payments

Stax

JUNE 3, 2025

SaaS operates on a subscription model, making it easier to manage cash flow and reduce upfront expenses. From CRMs to payment processors, you can connect your favorite tools to create a seamless, customized workflow that boosts efficiency and data accuracy. Add users, expand features, and upgrade plans without switching systems.

Payment Services

User Pilot

NOVEMBER 14, 2024

For instance, creating invoices is vital for a small business proprietor but not so much for an accountant. That’s why you need to personalize the secondary and tertiary onboarding flows to help users discover the functionality that they need. Start by segmenting them based on their use cases.

Strategy

Stax

MARCH 16, 2025

However, by cutting churn in half (to 2.5%), the company could save $150,000 annually while maintaining a stronger, more engaged customer base. A lack of onboarding Onboarding is critical when it comes to successful user adoption of a new product. A lower churn rate indicates higher customer retention.

Payment Solutions

User Pilot

JUNE 30, 2025

User onboarding is not a one-person job. We have to oversee how we’re engaging customers , how we’re structuring emails in our onboarding sequence, and what user experience we’re providing once they’re on the app. Based on my experience, here are a few onboarding email templates that I believe can serve as inspiration!

Onboarding

User Pilot

JUNE 30, 2025

At times, even a great in-app onboarding flow isn’t enough. That’s where an onboarding email sequence comes in. In the long run, it will encourage product adoption, boost customer retention, and reduce churn across the entire customer lifecycle. I always make sure the onboarding email complements the in-app experience.

Onboarding

User Pilot

JUNE 30, 2025

86% of customers say they’d be more likely to stay loyal to a business that invests in onboarding content that welcomes and educates them after they’ve bought. This includes writing the perfect email onboarding sequence that guides your customers through the user journey. What does an onboarding email sequence look like?

Onboarding

User Pilot

OCTOBER 19, 2024

Set up in-app surveys to capture feedback at crucial moments, such as during onboarding or after specific feature usage. Use segmentation tools to filter responses by user behavior, demographics, or other custom criteria. 7 Nicereply for support and customer success teams with various helpdesk integrations Nicereply surveys.

Software Review

Valuize Consulting

NOVEMBER 5, 2024

Introduction In the fast-paced world of enterprise SaaS, understanding and optimizing the customer journey is pivotal for Customer Success (CS) teams aiming to enhance net dollar retention. Visibility: A common challenge across organizations is the lack of transparency and unified perspectives on the customer journey.

Scale

Chart Mogul

DECEMBER 5, 2024

It’s also a good time to start getting ready to move the customer into the onboarding process once the deal is closed. Knowing who will be involved in implementation, booking times for end user training and agreeing on an onboarding timeline will help the customer have confidence and set expectations with your customer success team.

Management

Stax

MAY 23, 2025

Behind the scenes: key components of integrated payments In order for integrated payments to work, youll typically integrate with a payment gateway or payment facilitator (PayFac). This involves: Merchant onboarding: Collecting business details and verifying accounts so your users can start accepting payments.

Payments

User Pilot

JULY 17, 2025

Generally speaking, customer churn occurs when a user cancels their subscription, doesn’t renew, or stops using your product entirely. However, it’s one of the clearest signals that your product, messaging, or engagement isn’t delivering sufficient value or meeting customer satisfaction.

Churn

User Pilot

JULY 10, 2025

I’ve tested a ridiculous number of SaaS products over the years, which means I’ve ended up in just as many onboarding sequences. After going through thousands of these customer email templates, I’ve got a clear sense of what makes a welcome email worth opening (and what makes it easy to ignore). if they view a particular feature).

Onboarding

ChurnZero

APRIL 25, 2025

Customer teams have more data at their fingertips than ever before. Onboarding and retention strategies are standard practice. What do our CS leaders and teams do with mountains of historical, behavioral, and customer journey data? Non-recurring revenue. Dont let one-off payments fall through the cracks.

Forecasting

Chart Mogul

OCTOBER 23, 2024

It’s the foundation of every team’s activities, from onboarding to performance reviews to upskilling efforts. Sales and customer success alignment For CLG to work, all go-to-market (GTM) function members have to be fully aligned, but even more so the sales and customer success (CS) teams. And it’s always evolving.

Scale

Chart Mogul

FEBRUARY 13, 2025

Sales and marketing teams must align on customer fit early on to impact retention SaaS revenue growth depends on customers continuing to subscribe and use the product more and more over time. Acquiring new customers is important, but its not the only consideration. With ChartMogul, its easy.

Scale

Sales Hacker

DECEMBER 6, 2024

The State of GTM Jobs: Customer Success At the crossroads of retention and revenue, Customer Success (CS) is a cornerstone for sustainable growth and is growing in both scope and importance. This chart examines net arrivals and departure trends in customer success (CS) roles. Lets get into it.

Customer Success

ChurnZero

DECEMBER 19, 2024

We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! For the fifth year running, we’ve recognized five customer success teams who achieved remarkable results in one of five categoriesonboarding, adoption, renewals and expansion, advocacy, and innovation.

Customer Success

User Pilot

FEBRUARY 27, 2025

For customer success managers, doing whats best for the customer and reaching expansion quotas is conflicting. So if the user reaches the limit of invoices it can create per month, then the app would prompt them to upgrade their plan to access unlimited invoices. Adding an upgrade prompt with Userpilot.

Revenue

User Pilot

DECEMBER 21, 2024

Customer success (Zendesk, Intercom). However, the session replay feature is available as an add-on only to paying customers (Growth, Pro, Premier). More tools mean more maintenance and more subscription fees. A/B testing tools (Optimizely, VWO, and more). CRMs (Hubspot, Salesforce). Adoption platforms ( Appcues ).

Technical Review

Sales Hacker

JANUARY 28, 2025

She needs to onboard Piper. You spend, you spend four months training them and onboarding, then you set them loose. You’re constantly training and constantly onboarding and constantly recruiting. So I raised my hand and said, I’ll be the first one to implement our customers. She needs to train Piper.

Sales Hiring

Sales Hacker

JANUARY 13, 2025

It was a seamless onboarding experience and Superhuman works with your existing Gmail or Outlook accounts. DocUnlock supercharges customs brokers and freight-forwarders by transforming commercial invoices, packing lists, ISFs, and other shipping documents into ready-to-file entries using artificial intelligence.

Scale

Stax

JUNE 24, 2025

A smooth, secure payment experience builds customer trust. Laggy terminals or limited payment methods can lose you the sale. Here’s a simple, step-by-step process to help you evaluate your options and choose a provider that aligns with your business goals and payment processing needs. and online payments.

Payment Services

User Pilot

MAY 30, 2025

Chargezoom , a B2B invoicing platform, struggled to keep up with its ever-increasing customer base. The business was growing, but the success team was getting overwhelmed because they were 4 people trying to support 2,500+ customers. – Erin Gordy, Director of Customer Success at Chargezoom 2.

Churn

User Pilot

MAY 30, 2025

Subscriptions? This gap between user behavior and intention creates massive blind spots, which can be fixed with user feedback and qualitative data: Users complete onboarding (positive metric) while feeling confused and planning deletion (negative intention). Customer success tracks engagement patterns. In-app purchases?

Payment Solutions

User Pilot

MAY 17, 2025

Youll also see how Userpilots all-in-one localization, onboarding, and analytics features make the process easier. Improve onboarding and retention in global regions: Tailoring onboarding flows with localized colors, numbers, icons, and copy dramatically improves first impressions. onboarding completion rate, NPS by locale)?

Mobile

SaaStr

MAY 15, 2024

In this week’s Workshop Wednesday, RevenueCat CEO Jacob Eiting and Growth Advocate David Barnard share their annual State of Subscription Apps report with us. In many ways, they have to do better with UI/UX, onboarding, and conversions. So, let’s look at the state of subscription apps and how B2B SaaS can learn from it.

Subscription

Intercom, Inc.

AUGUST 3, 2022

In July, newly released research from Harvard Business Review Analytic Service, sponsored by Intercom, revealed what we’ve all been thinking – customer engagement is the key to retention and loyalty. refunds), then link it to multiple bots so they can draw the information your customers need, when they need it. .

Subscription

SaaStr

JULY 20, 2024

Invest Heavily in Onboarding Your typical employee takes about three to six months to get ramped. That’s a lot of time in startup land and doesn’t work, so you want to think about how to compress these onboarding times so employees hit their stride much quicker. They might even take a year to really hit their stride.

Sales Recruiting

Stax

JUNE 18, 2024

Subscription models offer companies large and small the opportunity to build predictable revenue and high customer lifetime value. But managing subscriptions effectively and freeing up time and resources for expansion is no picnic.

Payment Features

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

Totango

NOVEMBER 15, 2021

Customer success tools extend the functionality of your CS platform, multiplying its value. By connecting data from other success tools to your CS tool, you can view and manage all your customer data from one place instead of leaving it isolated in separate information silos. Billing: Zuora. Workflows: Zapier, Segment.

Payment Solutions

Intercom, Inc.

JULY 1, 2019

The new SaaS model is subscription revenue-driven, which begs the question: what is a conversion today? At Collision , I spoke about the new techniques that product owners and marketers will need to navigate the world of customer relationships. It’s not just SaaS; subscriptions are taking over.

Retention

Totango

JUNE 3, 2022

Customer success email templates form a foundation for effective CS automation. While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. Customer check-ins. Sales to Customer Success Handoff Email Template.

Customer Success