Sixteen Ventures

AUGUST 14, 2022

NRR is often referred to as the “North Star” metric for SaaS and Subscription companies as, simply put, higher NRR = higher company valuation. If you start falling into the trap of, “we’re only here to make customers happy” or just to “serve customers” or “CSMs shouldn’t be commercial,” you’ll end-up misaligned with your leadership.

Customer Success 97

Customer Success Investment Sales Hiring Retention 97

Sales Enablement, SaaS and Growth

MARCH 23, 2020

Customer > Team > Individual During my time at HubSpot, the leadership team shared this mental model to help with decision-making. Subscription business model. One of the Amazon Leadership Principles , “Have Backbone; Disagree and Commit” does just that. Customer data. Economies of scale. Freemium lead funnel.

Underperforming Technical Team 213

Underperforming Technical Team Scale Sales Hiring Marketplace as a Service 213

CustomerSuccessBox

JULY 11, 2022

This trip begins for the majority of SaaS products when a user clicks a “cancel subscription” button of some sort. In order to ensure the product is moving in the right direction, you should take advantage of the opportunity presented by active users leaving (referred to as “churn”).

Churn 52

Churn Payment Services Payment Methods SaaS Payments 52

SaaStr

NOVEMBER 16, 2020

You said before, to me, it’s the believing in kind of participatory leadership over servant leadership. I don’t subscribe to the servant leadership model. Harry Stebbings: I think that participation and leadership is almost like a luxury of later stage companies. Andy MacMillan: Yeah. Let’s do it.

Sales Hiring 190

Sales Hiring Scale Leadership Sales Enablement 190

ProfitWell

FEBRUARY 4, 2020

Your top subscription news. Here are the topics: Leadership. So while we're on board with the leadership and business realm of this list, we're also eyeing the “personal development” and “fantastic storytelling” sections. He gave a talk at our annual conference Recur on just that. 2020: Let's get better. Empowerment.

Underperforming Technical Team 45

Underperforming Technical Team Software Review Leadership Subscription 45

SaaSOptics

JANUARY 20, 2022

Companies with less than $30MM in revenue typically leave the responsibility of compensation planning to Sales leadership (73%). Refer to our Commission Policy Template to help you create an efficient, useful document that works for all departments. Regardless of who ends up owning compensation planning, it’s a big job.

Compensation 77

Compensation Scale compliance Forecasting 77

ChurnZero

AUGUST 11, 2020

While you might be tempted to renew their subscription or sell them a new product, the best course of action is to empathize with their current situation and listen to what they truly need. David Ellin, chief customer officer at Centric Leadership Strategies , recommends expanding relationships as much as possible: .

Retention 97

Retention Strategy Underperforming Technical Team Software Review 97

SmartKarrot

APRIL 10, 2023

Being inundated with a lot of incoming calls Calls could be made to ask about the account’s balance, their invoice, or, if allowed, to make a month’s worth of late payments.

Customer Success 19

Customer Success Payment Methods Payment Services Technical Review 19

Intercom, Inc.

OCTOBER 3, 2019

If you have any leadership skills, it seems pretty natural for them to grow that way” They had all expressed all these different problems, and I knew that they really wanted some help, and I could take it off of their plate. If you have any leadership skills, it seems pretty natural for them to grow that way, and I did that.

Onboarding 143

Onboarding Sales Hiring Churn Consulting 143

Sales Hacker

NOVEMBER 16, 2020

As with data collected through the CRM, a survey that’s backed by the active support of Sales leadership will achieve higher response rates than a buyer survey. Buyer interviews are often bundled together in a clustered packaging model or spread out over several years or quarters in a subscription model.

Outsourcing Services 99

Outsourcing Services Data Interviewing Technical Review 99

SmartKarrot

JANUARY 4, 2023

Collaborate with the customer project team and senior executive leadership to ensure all processes are adhered to throughout the implementation process. Provide internal operations support – including coordinating across internal business functions, reconciling invoicing, optimizing and documenting workflows, and contract management.

Customer Success 19

Customer Success Sales Recruiting Technical Review Outsourced Development 19

ProfitWell

DECEMBER 6, 2019

Your top subscription news. He references Dan Steinman from Gainsight , who says, “the natural tendency for customers is towards churn.”. On a global scale, on average, product marketers with strong leadership support earn almost $13k more a year than those without. And that’s a wrap for your December 6 subscription news.

Scale 43

Scale CTO Hire Sales Hiring New CTO 43

Valuize Consulting

SEPTEMBER 2, 2021

I realize I may have lost half of you by referring to it as an “audit tool,” but stick with me: by utilizing the operational improvement cycle, your end-to-end customer experience will remain relevant and produce value for your business and for your customers. Tell them why the change is happening and why it will help improve their day.

Data Analysis 52

Data Analysis Banking Customer Success Leadership 52

Valuize Consulting

SEPTEMBER 2, 2021

I realize I may have lost half of you by referring to it as an “audit tool,” but stick with me: by utilizing the operational improvement cycle, your end-to-end customer experience will remain relevant and produce value for your business and for your customers. Tell them why the change is happening and why it will help improve their day.

Data Analysis 52

Data Analysis Banking Customer Success Leadership 52

ProfitWell

MAY 8, 2020

It means convincing customers to do something—like take a meeting, adopt your solution, see the value you can provide, or be a reference. We know right now, amid a crisis, leadership takes on a whole new meaning. Reminder: Subscription Stimulus Package. And the two—namely, CS and sales—are often more alike than we even admit.

Scale 52

Scale Payment Solutions Payments SaaS Payments 52

SmartKarrot

APRIL 10, 2023

Being inundated with a lot of incoming calls Calls could be made to ask about the account’s balance, their invoice, or, if allowed, to make a month’s worth of late payments.

Customer Success 15

Customer Success Payment Methods Payment Services Technical Review 15

User Pilot

JULY 27, 2023

Retention benefits your bottom line: As a subscription-based business, you can’t drive sustainable growth if you keep burning cash to acquire new customers that aren’t staying long enough to justify the expense. Provide thought leadership, build a sense of loyalty, and drive repeat purchases. #13 Turn users into advocates. #14

Retention 86

Retention Strategy Management Churn 86

ProfitWell

MARCH 20, 2020

What is revenue operations & why RevOps is crucial for subscription businesses. The flywheel consists of setting people up, activating them, engaging them, and then referring them to restart the entire process. Everyone can refer to different platforms within their synchronous tech stacks. Let’s pause and revisit the basics.

Business 59

Business Sales Funnel Customer Success Pricing 59

Totango

NOVEMBER 5, 2021

Specifically for purposes such as subscription renewals, it is ideal to track down the correct person. We have implemented forms and email communications to try and see if the right contact can be referred to us and we can update our contacts accordingly. . Sometimes there are several contacts associated with an account.

Scale 110

Scale Engagement Scaling Strategy 110

SaaStr

NOVEMBER 26, 2019

We created and served up apps via the cloud on a subscription basis. The true test of your leadership is when things are hard. I would argue it was one of the first SaaS companies of its time, but back then we called it an ASP, an application service provider. I love Duo.” Secret four.

Scale 217

Scale Sales Hiring Underperforming Technical Team Sales 217

BetterCloud

JANUARY 24, 2020

You should be sure your company’s leadership knows these details so you can ensure CCPA compliance. Offering Financial Incentives: If your business provides a loyalty program or has a subscription service and a free service, it’s important for your business to understand these new (complicated) rules regarding financial incentives.

Systems Review 75

Systems Review Technical Review Government B2B 75

User Pilot

MARCH 23, 2022

What the leadership board currently looks like. Use personalized subject lines and always refer to users by their names. You could even take it a step further to reference their companies. A best practice is usually an Amazon voucher or extended subscription. NPS average by industry.

Scale 96

Scale SaaS Software Review Benchmarks 96

ChurnZero

OCTOBER 1, 2022

Customer Success exists because of the B2B subscription economy. So, when we switched you to subscription and you can drip feed us your money for our product, now the onus is on us, the vendor, to show you how valuable that product is because switching costs for you, the customer, are super low now. How do I actually use the product?

Scale 97

Scale Customer Success Revenue Retention 97

Totango

NOVEMBER 5, 2021

Specifically for purposes such as subscription renewals, it is ideal to track down the correct person. We have implemented forms and email communications to try and see if the right contact can be referred to us and we can update our contacts accordingly. . Sometimes there are several contacts associated with an account.

Scale 84

Scale Engagement Scaling Strategy 84

Sales Hacker

SEPTEMBER 11, 2020

If you sell an HR platform with a subscription that starts at 50 seats, you should scratch any seed-stage startups off your list. Additional growth signals to look out for: Recent leadership hires. Reference how you’ve helped other startups in a similar space scale. Instead of asking, “ Who should I be prospecting into? ”

Outsourcing Services 77

Outsourcing Services Scale Startup Outsourced Development 77

ProfitWell

APRIL 29, 2020

Especially since subscriptions are all about relationships, you want customers to feel nurtured by your company. Define your buyer personas by thinking about their personal backgrounds, role in the company, daily challenges, expectations from leadership, etc. Fixed costs are sometimes also referred to as overhead costs.

Pricing 52

Pricing Subscription Payment Features Airlines 52

SaaStr

MARCH 31, 2022

million subscriptions transacted and Google’s marketplace has seen 3X growth in SaaS sales. And it will require a collaboration across the organization at the leadership level. We used a third party to help us because speed was important for us to get that opportunity I was referring to plus everything else that came down.

Scale 191

Scale Marketplace as a Service Cloud SaaS Payments 191

Sales Hacker

AUGUST 18, 2020

He even managed to help pivot the company from a programmatic transactional revenue model to a subscription model over the course of, not just the last three months during COVID, but over the course of the last few years. Sam Jacobs: Is it a subscription service? Is it recurring revenue, or is it delivered in a different way?

Subscription 106

Subscription Payment Features Scale Underperforming Technical Team 106

Totango

NOVEMBER 5, 2021

Specifically for purposes such as subscription renewals, it is ideal to track down the correct person. We have implemented forms and email communications to try and see if the right contact can be referred to us and we can update our contacts accordingly. . Sometimes there are several contacts associated with an account.

Scale 62

Scale Engagement Scaling Strategy 62

SmartKarrot

JANUARY 18, 2021

Provide thought leadership, manage risk and escalations with clients, and become a trusted advisor for your CSMs. Develop a trusted advisor relationship with the customer and develop them into reference customers. Generating invoices for existing customers on ProductReview’s Brand Management Platform and advertising packages.

Customer Success 10

Customer Success Forecasting Payment Features Advertising 10

SmartKarrot

DECEMBER 21, 2020

Identify and implement frameworks and programs that will develop support leadership and support engineering talent to be the best they can be. Collaborate with key knowledge partners (Cloud product leadership, Support & Success leadership, etc) to drive visibility of cloud support customer needs and ensure multi-functional collaboration.

Customer Success 10

Customer Success Scale Leadership SMB 10

SaaStr

JUNE 4, 2019

In one instance for example, at LinkedIn, we used that pricing research to better understand exactly what features to put into a subscription bundle to differentiate it from others on either side of it. Several of who he referred and who became Lever customers. It’s been expensive, but it’s definitely been worth it.

Sales Recruiting 164

Sales Recruiting Scale Underperforming Technical Team Pricing 164

SmartKarrot

DECEMBER 14, 2020

Manage relationships with Area Leadership, primarily Customer Service/Customer Experience Managers and Area Vice Presidents, to drive customer service, customer engagement, and customer retention programs through the Areas. Evangelize capabilities of Ellucian Solutions and Customer Advocacy by securing customer references.

Customer Success 10

Customer Success Outsourced Development Systems Review Technical Review 10

User Pilot

JANUARY 28, 2024

For example, they may be essential to secure support for certain product initiatives from senior leadership or the next round of VC funding. Free to paid conversion rate The free-to-paid conversion rate is the percentage of users who upgrade from a free version to a paid subscription. How do you measure product performance?

Metrics 103

Metrics Customer Lifetime Value Business SaaS 103

SmartKarrot

APRIL 13, 2020

SaaS businesses are organizations that provide subscription-based software applications that are centrally hosted on their servers over the internet. Instead of buying and installing the infrastructure, customers can simply bear the subscription costs of the functionalities they use. Source: Byteant , December 2019. billion by 2022.

SaaS Payments 19

SaaS Payments Payment Solutions Payment Services Sales Recruiting 19

SmartKarrot

DECEMBER 23, 2020

Support the post-sales processes and collaborate with Sales, Delivery and Support leadership to improve the customer journey on strategic handoffs, while understanding customer needs or expectations. Drive new business growth through greater advocacy and reference-ability.

Customer Success 10

Customer Success Technical Review Scale Social Media 10

SmartKarrot

DECEMBER 4, 2020

Measure progress/success of each team member via tracking of client retention, references & customer satisfaction. Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management. Closely manage and nurture accounts to identify and eliminate the risk of attrition.

Technical Advisors 10

Technical Advisors Customer Success Outsourced Development Technical Support 10