SaaStr

APRIL 14, 2023

Mistake #1: Viewing Investors Only As Capital As founders build a team, they focus on obtaining complementary skill sets. Of course, building great teams and finding product market fit is critical, but don’t forget about product investor fit. The key focus here should be a shift to education. That’s a mistake. Absolutely.

Development Team Review 224

Development Team Review Technical Review Underperforming Technical Team SMB 224

Intercom, Inc.

JULY 19, 2021

And for your support team, using the right conversational support tool and framework allows them to maximize their resources, so they can focus on solving complex queries and building long-term customer relationships. But conversational support doesn’t just benefit your support team. Teams that benefit: Sales, marketing.

Underperforming Technical Team 129

Underperforming Technical Team Scale Sales Hiring Sales Recruiting 129

Totango

NOVEMBER 21, 2019

Luckily, there’s a measure for that, too: customer satisfaction metrics. Therefore, you should not only track customer satisfaction, but you should also empower your customer success team to take action based on the lessons these metrics teach you, customer satisfaction metrics. . But how do you measure satisfaction?

Metrics 91

Metrics Underperforming Technical Team Systems Review Software Review 91

SaaStr

OCTOBER 30, 2021

I considered the four companies and chose Gorgias based on my experience with their team during the interview process. When I first joined the Gorgias team, there were two founders, two engineers, and myself as the first non-technical hire. There are two things that help me analyze data: metrics and filters. .

Scale 263

Scale Sales Hiring Sales SMB 263

User Pilot

JANUARY 17, 2024

The most common challenges that hinder SaaS growth are lack of product-market fit , ineffective sales and marketing strategies , customer churn, and long product development cycles. Provide the necessary training for your sales teams. Use content marketing and SEO to educate and attract potential users.

Scale 92

Scale Scaling SaaS Underperforming Technical Team 92

Intercom, Inc.

OCTOBER 26, 2018

Many organizations create customer success teams but there’s no clear definition as to how these teams develop long-term value for both the customer and the business. Some sales teams consider a customer success manager as the post-sale counterpart of an account executive. The role of customer success teams.

Sales Hiring 123

Sales Hiring Customer Success Scale Underperforming Technical Team 123

Blulogix

FEBRUARY 11, 2024

Crafting the Blueprint: How to Build a Monetization Framework for Agile Success By BluLogix Team A Step-by-Step Guide to Architecting Your Monetization Strategy In the dynamic realm of agile monetization, constructing a robust Monetization Framework is akin to drafting a master blueprint for a skyscraper.

Payment Features 52

Payment Features Underperforming Technical Team Construction Customer Lifetime Value 52

Sales Hacker

NOVEMBER 21, 2017

In this blueprint, we’ll breakdown how to structure your SaaS metrics, and measure the right data for your business. Below is an overview of key SaaS metrics. Figure 2: How to measure Inbound vs. Outbound metrics. Instead, organizations should direct such a non-time sensitive development towards the outbound sales process.

Metrics 90

Metrics Underperforming Technical Team SaaS Education 90

Chart Mogul

MAY 30, 2019

Ingmar, our VP of Customer Success, and our support team cracked the code on first response time and measuring NPS. As we grow, we’re able to spend more time developing the proactive tiers of the pyramid without de-prioritizing a strong foundation of fast, helpful ticket replies and features that delight.

Underperforming Technical Team 78

Underperforming Technical Team Development Strategy Management 78

Stax

FEBRUARY 19, 2024

Some examples of niches targeted by vertical SaaS providers include healthcare, eCommerce, finance, and education. Where vertical SaaS targets specific industries with purpose-built tools, horizontal SaaS companies develop more generic solutions that are relevant to many different types of businesses. Consider the following.

SaaS Payments 88

SaaS Payments Payment Services Payments Payment Solutions 88

User Pilot

JULY 27, 2023

They also manage finances and supervise one or more engineering teams. Product Marketing Manager: This person is tasked with developing product marketing campaigns , crafting compelling marketing messages, and coming up with ideas to retain customers. Average salary: $192,383/yr. Average salary: $151,254/yr.

Sales Hiring 93

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 93

Chart Mogul

JULY 15, 2021

In fact, out of a sample of 40 growth stage companies, 50% said revenue growth was their #1 north star metric, according to research led by Lenny Rachitsky for Future. In fact, out of a sample of 40 growth stage companies, 50% said revenue growth was their #1 north star metric, according to research led by Lenny Rachitsky for Future.

Underperforming Technical Team 52

Underperforming Technical Team Revenue Scale Communication 52

Chart Mogul

JULY 15, 2021

In fact, out of a sample of 40 growth stage companies, 50% said revenue growth was their #1 north star metric, according to research led by Lenny Rachitsky for Future. In fact, out of a sample of 40 growth stage companies, 50% said revenue growth was their #1 north star metric, according to research led by Lenny Rachitsky for Future.

Underperforming Technical Team 52

Underperforming Technical Team Revenue Scale Communication 52

OpenView Labs

MARCH 8, 2021

What Interviewing 600+ Sales Reps Taught Me About Team Building. What’s your biggest weakness? Continuously hiring, managing, and retaining the right team can be incredibly difficult and time consuming—if you don’t have the right tools and processes in place to make it scalable, that is. Conducting interviews. Compensation.

Sales Hiring 80

Sales Hiring Scale Sales Recruiting B2B 80

Totango

MAY 5, 2021

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. How easily they can access support/educational materials.

Data 118

Data Underperforming Technical Team Software Review Technical Review 118

User Pilot

FEBRUARY 22, 2024

It can also serve as a source of invaluable feedback for product development. You’ll also need to hire the right individuals for your customer support team and invest in training them and providing them with the tools for success. Competitive advantage : Customers stop doing business with an organization due to poor support.

Customer Support 77

Customer Support SaaS AI Search Software Review 77

ChurnZero

OCTOBER 5, 2022

With a shared understanding of health indicators, your team can look at a scorecard and immediately recognize whether the customer is liable to churn, likely to renew, or a candidate for an expansion opportunity. To create an actionable scorecard, you need to collect the most relevant metrics. Can I do anything about it?

Underperforming Technical Team 94

Underperforming Technical Team Payment Services Payment Methods Scale 94

OpenView Labs

MAY 19, 2021

Though her early education didn’t include programming, she dabbled in HTML as a kid and wound up graduating with a degree in biomedical engineering. After college, Ashley joined Twilio and played a key role in helping the company reach, engage, and convert its developer audience. Core values: Getting it right with developers.

Underperforming Technical Team 52

Underperforming Technical Team Development Technical Review Marketing 52

Stax

JANUARY 3, 2024

Poor implementation of self-checkouts can add friction to the customer experience, so it’s important to design a tailored checkout strategy and smooth implementation. Test and Gather Feedback Pilot self-checkout in selected areas, gather customer feedback, and analyze checkout metrics to refine the system. Compatibility. Why/why not?”

Payment Solutions 88

Payment Solutions Payment Methods Payment Services Payments 88

User Pilot

MAY 18, 2023

UX and CX differ in target audiences, goals, tests, and metrics. Testings: UX testing focuses on evaluating the usability and efficiency of the product, while CX testing aims to assess overall customer satisfaction and identify strengths and weaknesses in customer workflows. User persona template.

User Experience 83

User Experience Underperforming Technical Team Customer Lifetime Value Retention 83

ChurnZero

MAY 4, 2023

Research suggests SaaS companies that foster online customer communities strengthen key metrics that are important to Customer Success. As the customer enablement team lead, I oversaw this initiative alongside our community manager, Branden Maue. So, last fall, we made the decision to overhaul our online customer community.

Development Team Review 98

Development Team Review Technical Review SaaS Scale 98

User Pilot

JANUARY 8, 2024

Host product webinars to reach your target audience Develop webinar content that educates your audience on industry trends, common challenges, and how your product addresses these issues. For instance, use educational blog posts for awareness, case studies for consideration, and product demos for decision-making.

Acquisition 99

Acquisition Strategy Social Media Underperforming Technical Team 99

User Pilot

APRIL 26, 2024

There are five key metrics you can use to measure customer success: NPS, churn rate , customer stickiness score, customer lifetime value, and CES. Creating a customer journey map can help your SaaS customer success team identify key AHA moments for them to drive customers towards. How to measure customer success?

Customer Success 52

Customer Success Customer Lifetime Value SaaS Churn 52

Sales Hacker

SEPTEMBER 24, 2022

There’s sales pipeline , a 7-stage journey describing what your sales team must do to convert a lead to a customer. For your team, the goal is to share more information about your products without appearing overly promotional. For your team, this step is about making your prospects realize they need your products or service.

Sales Funnel 118

Sales Funnel Outsourcing Services Underperforming Technical Team Social Media 118

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. LTV:CAC for SaaS businesses LTV:CAC is perhaps the most important of all SaaS metrics, so it’s invaluable to know how churn impacts it. This is always a huge mistake.

Churn 152

Churn SaaS Payments SaaS Payments 152

Intercom, Inc.

JANUARY 31, 2019

And as the organization grows, the work involved to get teams aligned on who you’re selling to and how you’re selling is not something to be taken for granted either. Ambient Strategy founder and CEO April Dunford on the symptoms of weak positioning. When you’re a small team, your time is everything. Speed is everything.

Underperforming Technical Team 165

Underperforming Technical Team Scale Benchmarks Sales 165

ChurnZero

APRIL 1, 2022

How to help teams with imposter syndrome as a leader. I’ve led major changes to improve things for our customers before, and I will work to earn the trust of this team.’”. How to help teams with imposter syndrome as a leader. Acknowledge not only mistakes, but also wins and opportunities to develop.

Customer Success 98

Customer Success Underperforming Technical Team Leadership Strategy 98

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

Casey Accidental

JANUARY 2, 2018

I receive a lot of questions about growth teams. Who does this team report to? When do I start a growth team for my business? The best way to identify the key action is to find a metric that means the user must have received value from your product. Growth teams don’t create value. What is the goal of it?

Underperforming Technical Team 111

Underperforming Technical Team Scale Retention Engineering 111

Intercom, Inc.

NOVEMBER 14, 2019

It’s time to start thinking about retention at scale and bring onboard a customer success team. She joined the company in 2007 back when it was just 30 people and has been instrumental in helping the company scale both its team and its market share over the years. Why you need a customer success team.

VP of Engineering 108

VP of Engineering Customer Success Churn Scale 108

Intercom, Inc.

DECEMBER 18, 2018

If you have a SaaS business, onboarding emails can welcome new users to your product and educate them on its use. The final step of your plan should be to develop additional emails that drive deeper engagement and retention from your most valuable prospects and customers. 6 crucial email marketing metrics to gauge your success.

Underperforming Technical Team 150

Underperforming Technical Team Marketing Scale Software Review 150

Intercom, Inc.

OCTOBER 5, 2022

There are several common patterns among failed solutions: The team didn’t have a good understanding of the problem to begin with. The team failed to continually update their understanding of the problem and how it mapped to the solution over time. Is it a user experience or education problem, a missing feature, or something else?

Underperforming Technical Team 118

Underperforming Technical Team Systems Review Engineering Interviewing 118

Totango

OCTOBER 20, 2020

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. How easily they can access support/educational materials.

Data 84

Data Underperforming Technical Team Education Software Review 84

Casey Accidental

OCTOBER 24, 2022

This isn’t a bad idea, and why companies like Facebook continued to grow despite adding more and more complexity over time. And I’m sure we’ve all seen that quote that say if a design needs an explanation, it’s a bad design. My preferred saying is a design with education is better than a design that doesn’t educate.

Scale 139

Scale User Experience Underperforming Technical Team Marketplace as a Service 139

User Pilot

MARCH 16, 2024

It enables product teams to create, implement, and test personalized in-app onboarding experiences. It also helps product teams collect user feedback, streamline onboarding, and gather actionable insights from analytics. It enables product teams to create, implement, and test personalized in-app onboarding experiences.

Software Review 52

Software Review Underperforming Technical Team Technical Review Onboarding 52

Valuize Consulting

DECEMBER 7, 2021

Stephen is a Customer Success Executive in the SaaS industry, specializing in customer renewals and relationships, with 20+ years of organizational development experience. When it comes to budget, organizations often haven’t established where the investment is coming from to fund the CS team. leverage Training & Development.

VP of Engineering 98

VP of Engineering Customer Success Sales Hiring Interviewing 98

User Pilot

FEBRUARY 13, 2024

It also helps product teams collect user feedback, streamline onboarding, and gather actionable insights from analytics. It helps product teams onboard new users, creates guides/checklists, and surveys customers to gather valuable feedback. What is Userflow?

Software Review 52

Software Review Underperforming Technical Team SaaS Onboarding 52