Totango

JANUARY 26, 2021

For example, if you sell a subscription SaaS product, a simple procedure for calculating your monthly churn rate would be: Take how many subscribers canceled their subscriptions that month. The retention rate is calculated in a similar way, except you start with how many subscribers renewed their subscription that month.

Churn 90

Churn Retention Underperforming Technical Team Technical Review 90

Totango

JULY 28, 2021

Promoting feature adoption and engagement. Encouraging subscription renewal. Totango’s dynamic assignment feature lets you scale your customer success management by automatically matching team members to customers who need assistance based on fit, skill and availability. Developing meaningful interview questions.

Customer Success 118

Customer Success Management Underperforming Technical Team Scale 118

Chart Mogul

MAY 30, 2019

We know that transformational customer success focuses on proactive, strategic engagement. Ingmar, our VP of Customer Success, and our support team cracked the code on first response time and measuring NPS. We also needed to ensure each team and each individual contributor had clear goals and metrics to track success.

Underperforming Technical Team 78

Underperforming Technical Team Development Strategy Management 78

User Pilot

FEBRUARY 26, 2023

Startups use these surveys in the early stages of product development to measure the degree to which a product satisfies market demand. Add a picture of your team member to humanize it! In other words – NPS surveys enable you to identify and close the loop with dissatisfied customers , turning poor experiences into great ones.

Retention 98

Retention Scale Underperforming Technical Team Churn 98

User Pilot

AUGUST 14, 2023

Analyzing user sentiment is an essential step for all product developers and marketers to take. Whenever survey respondents fail to answer honestly, the most likely outcome is that you'll need to repeat the online survey in order to collect more accurate feedback the next time around — costing you more time, money, and team resources.

Underperforming Technical Team 93

Underperforming Technical Team Scale Technical Review Systems Review 93

User Pilot

NOVEMBER 23, 2023

TL;DR Regular roadmaps kill outcomes by forcing teams to think in the categories of features and timelines. It’s difficult to implement outcome-based roadmaps because stakeholders don’t trust product teams to deliver on business goals. Many companies lack differentiation strategies and drive product development by copying competitors.

Scale 105

Scale Underperforming Technical Team Sales Recruiting Software Review 105

Incredo

NOVEMBER 21, 2019

And end up wasting their time and resources with affiliates that underperform. I see many SaaS companies jump headlong into creating an affiliate program thinking it will bring in a large number of customers without much effort. In our case, we needed to invest a lot in product development. But is your website ready?

SaaS Payments 139

SaaS Payments Payment Methods Merchant Services Sales Recruiting 139

SaaSOptics

MAY 19, 2022

For subscription-based SaaS businesses, your customer acquisition metrics indicate how effectively you acquire new users via sales, marketing, or a product-led approach like a free trial. Below, we’ll dive into how to develop a customer acquisition strategy from start to finish. . How to Develop a Customer Acquisition Strategy.

Acquisition 59

Acquisition Scale Strategy Software Review 59

User Pilot

AUGUST 31, 2023

You’ll find a number of auto-collected events that are mainly for marketing and conversion purposes such as: click impression session subscription in-app purchases download Auto-collected events in GA4. Usage properties which include users who started, repeated, stopped, or re-engaged with a feature (for example). Heap’s cohort view.

Software Review 104

Software Review Technical Review Underperforming Technical Team Retention 104

User Pilot

FEBRUARY 20, 2023

Product analytics tools empower teams to make informed decisions on how to add more value and offer a better user experience. Product analytics is the process of collecting, organizing, and analyzing data about users’ engagement with a product. Pendo allows you to collect retention data and present it in a very accessible way.

Software Review 98

Software Review Systems Review Underperforming Technical Team Mobile 98

SaaStr

NOVEMBER 2, 2019

As for Krish, under Krish’s leadership the team has grown to over 300 people and over 5,000 clients making it one of the next generation in truly global SaaS businesses started in India. First, what is continuous customer development? Does one have to move to enterprise? Does one have to expand the product line to retain customers?

Scale 132

Scale SaaS Payments Sales Recruiting Payment Services 132

User Pilot

JULY 22, 2023

Find trends by collecting quantitative and qualitative data, through heatmaps , feature tags, surveys , and talking to support teams. These interactions can include activities like engaging with the onboarding checklist , clicking on different elements, hovering over specific features, and canceling a subscription.

Customer Lifetime Value 98

Customer Lifetime Value Software Review Underperforming Technical Team Trends 98

Baremetrics

OCTOBER 18, 2021

These industrious developers have even developed apps to calculate, track, and project all manner of metrics for Shopify shopkeepers, in addition to apps targeted at every other need imaginable. Baremetrics can calculate MRR for Shopify Partner Apps One of the most important metrics is monthly recurring revenue ( MRR ).

Outsourced Development 98

Outsourced Development Underperforming Technical Team Churn Systems Review 98

Chart Mogul

DECEMBER 13, 2019

Getting a new customer on board is a happy time for every sales team, but it’s not quite the end of the road. Poor handoff practices also have a much broader impact than just making a few customers unhappy — they dramatically affect retention and your company’s bottom line. Set expectations from the start.

Underperforming Technical Team 80

Underperforming Technical Team Customer Success Outsourced Development Sales 80

CustomerSuccessBox

MAY 25, 2022

Present a solid future plan. From the start of your customer engagement, you should present a strategic plan that lays out where you want to go and how you’ll get there. You’ll also want to engage with the customer to obtain statistics on previous performance, if it’s available, so you know where to start.

Onboarding 52

Onboarding Underperforming Technical Team SaaS Social Media 52

Baremetrics

OCTOBER 9, 2021

In other words, if you fixed the specific issue(s) that made customers in that bracket leave, would their collective LTV justify the additional costs in development and overhead? Developing your product so it best suits the needs of your ICPs is of course the best way to retain their business. If so, how much, and would it be worth it?

Retention 114

Retention Underperforming Technical Team Churn Acquisition 114

Intercom, Inc.

NOVEMBER 11, 2021

Samuel Hulick: I actually started as a full stack developer. Back in those days, and this was like over 10 years ago, the developer would get a Photoshop file that had all of the different interface elements. So, growth team, in this quarter, we want you to go and try to pull the levers to increase day seven engagement.”

Onboarding 254

Onboarding Sales Hiring Sales Recruiting Underperforming Technical Team 254

User Pilot

APRIL 18, 2023

As a result, you can develop well-informed strategies to improve customer satisfaction. One example of a double-barrelled question is: “How engaging and informative was our recent blog post, on a scale from 1 to 5?” This way, you can identify your strengths and weaknesses from promoters and detractors.

Underperforming Technical Team 98

Underperforming Technical Team Scaling Onboarding Product Marketing 98

User Pilot

AUGUST 31, 2023

You’ll find a number of auto-collected events that are mainly for marketing and conversion purposes such as: click impression session subscription in-app purchases download Auto-collected events in GA4. Usage properties which include users who started, repeated, stopped, or re-engaged with a feature (for example). Heap’s cohort view.

Software Review 59

Software Review Technical Review Underperforming Technical Team Retention 59

Chart Mogul

DECEMBER 13, 2019

Getting a new customer on board is a happy time for every sales team, but it’s not quite the end of the road. Poor handoff practices also have a much broader impact than just making a few customers unhappy — they dramatically affect retention and your company’s bottom line. Set expectations from the start.

Underperforming Technical Team 52

Underperforming Technical Team Customer Success Outsourced Development Sales 52

Kellblog

MARCH 11, 2020

Some SaaS startups develop a form of zero-sum delusion early in their evolution, characterized by following set of beliefs. If the StartFast doesn’t work, it’s not a big deal because the Customer Success team’s mission is to offer free clean-up after failed implementations. Change sales’ mental math.

Underperforming Technical Team 99

Underperforming Technical Team Sales Hiring Consulting Forecasting 99

User Pilot

MARCH 18, 2021

But how the marketing team decides to tell your story will determine who it connects with. vs. The Product Growth Tool for Product Teams. If you’re a mid market company with a product team you’d probably go for ‘the Product Growth Tool for Product Teams’. Positioning is the context in which you present your product.

Retention 52

Retention Strategy Underperforming Technical Team Technical Review 52

Casey Accidental

NOVEMBER 13, 2019

Let’s break down these definitions so we know where we’re at: SAAS: software that businesses access online and purchase via a subscription e.g. Slack, Adobe, Atlassian. SAAS-like: any number of different models where a business sells software to businesses online, but does not charge via a subscription e.g. transactional or pre-revenue.

Marketplace as a Service 106

Marketplace as a Service Business Model Business Underperforming Technical Team 106

SaaStr

MARCH 20, 2020

Before Slack, Rachel spent 4 years at LinkedIn where she led the product marketing team for content experiences. If you would like to find out more about the show and the guests presented, you can follow us on Twitter here: Jason Lemkin. And so that’s when I went to Slack to start their growth marketing team. Agnes Bazin.

SMB 185

SMB Scale Startup Marketplace as a Service 185

OPEXEngine

DECEMBER 23, 2020

Some SaaS startups develop a form of zero-sum delusion early in their evolution, characterized by the following set of beliefs. Zero-sum delusion typically presents with the following metrics: Services being less than 10% of total company revenues. Any solutions practices or offerings should be built by our partners.

Underperforming Technical Team 52

Underperforming Technical Team Sales Hiring Consulting Forecasting 52

Totango

JANUARY 17, 2019

We’ve outlined six focus areas that will help you improve customer engagement and retention : Rapid onboarding. Monitoring engagement to ensure that the time a new client spends with your product is increasing from usage at the start of the onboarding process. We have to create relationships built on the customer’s growth.

SaaS 74

SaaS Marketplace as a Service Underperforming Technical Team Scale 74

Full Session

NOVEMBER 8, 2022

Product teams, UX and UI researchers, marketers, and site owners use this feature to capture data and analyze user behavior. You can track: How long has the user engaged with your site. What page elements catch attention and engage customers. Track the pages that users engage with the most. What are session replays?

Software Review 52

Software Review Technical Review Payment Solutions Payment Methods 52

ChurnZero

FEBRUARY 14, 2020

With fierce competitors vying for your customers’ hand in subscription, you need to show them you care—and not just about their income ( goal diggers wanted). Customer Engagement (Testimonials, Referrals, Feedback). Leverage digital email/in-app metrics as a way to track overall engagement 2. This is important.”

Underperforming Technical Team 64

Underperforming Technical Team Software Review Technical Review Systems Review 64

Navint

MAY 21, 2019

Recurring Revenue Conference presented by Sutton Capital Partners marked its fifth year on May 1, 2019, in beautiful Marina del Rey, California. Thought leaders, entrepreneurs, executives, and the investor community gathered to discuss the subscription economy and ways to attract and retain loyal customers.

Scale 45

Scale Revenue Underperforming Technical Team Business Model 45

FastSpring

APRIL 4, 2024

As an experienced sales and GTM leader, John Eitel has more than witnessed how product-led growth (PLG) has affected the tech and SaaS space in the last few years — he and his teams have been up close and personal with how PLG increased in popularity as a sales strategy. “I And it makes up for a lot of bad product experiences, right?

Scale 147

Scale Sales Payment Methods Merchant Services 147

Audacix

MARCH 20, 2020

When we're busy helping our teams, our customers, our neighbours, our families, it's easy to lose sight of the fact we also need to position our SaaS businesses to come out of this period stronger and ready to pounce on the opportunities that will present themselves. If you chose number 2, welcome to the club.

Underperforming Technical Team 52

Underperforming Technical Team SaaS Systems Review Software Review 52

The Marketing & Growth Hacking Publication

FEBRUARY 11, 2019

Be online While your company is probably already online, it’s important to understand that brands can only survive by just having a website, newsletter and subscriptions. That means having active accounts on Facebook, Instagram, Twitter, and Snapchat, and presenting your content in platform-appropriate ways. Write for us.

Branding 40

Branding Outsourcing Services Social Media Growth Hacking 40

Totango

JULY 18, 2018

Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. With the right tools, Customer Support teams can become agents of Customer Success, and their work can lead to increased customer satisfaction, customer retention, and bottom-line growth. The current state of Customer Support.

Customer Support 56

Customer Support Customer Success Retention Underperforming Technical Team 56

ChurnZero

JULY 12, 2019

Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through. Do you need to improve team communication? Check Slack. Online meetings?

Scale 75

Scale Onboarding Customer Success Underperforming Technical Team 75

User Pilot

APRIL 9, 2020

So it’s safe to say that microsurveys are an integral part of the product development cycle. This helps the Product team understand the context behind the feature request. This way your Product team can allocate resources accordingly. In this case, you could use a microsurvey to present users with a poll.

Underperforming Technical Team 98

Underperforming Technical Team Churn Scale Onboarding 98

SaaStr

MARCH 18, 2019

Formerly a senior leader at Google, Claire Hughes Johnson is now Chief Operating Officer at Stripe, where she’s helped guide the online payments firm through rapid growth. If you would like to find out more about the show and the guests presented, you can follow us on Twitter here: Jason Lemkin. Our team is in Room 111.

Scale 119

Scale Payment Services Payment Methods Sales Hiring 119

SaaStr

JUNE 4, 2019

You have to be listening to customer feedback and incorporating that as you’re developing your messaging, your positioning, your product names. So, one of my personal hero stories in this is the team at Box who and answered to the question, what if you could actually know what your customer’s thinking? I see a few hands.

Sales Recruiting 168

Sales Recruiting Scale Underperforming Technical Team Pricing 168