Sage Intacct

JUNE 14, 2022

If you’re a SaaS finance leader, your churn rate (the number of subscription cancellations you receive over a given period) is one of your most valuable performance SaaS metrics to track and improve.

Churn 145

Churn Retention Revenue Finance 145

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. And, as you know, a better customer experience leads to better customer retention.

Retention 97

Retention Strategy Underperforming Technical Team Software Review 97

Chart Mogul

JANUARY 20, 2020

Teamwork customers work with OneMotion to help them with things like: developing a process for migrating to and using Teamwork’s product suite; getting buy-in from leadership to have the whole company switch to the new set of tools; and finally to provide training for the team on how to use the new software.

Acquisition 52

Acquisition Retention Payment Features Leadership 52

ChurnZero

OCTOBER 28, 2021

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. Q: What finding surprised you most from this year’s CS Leadership Study? Q: How does the role of CS differ when the customer is on a monthly subscription without an annual agreement? Speakers: Abby Hammer , Chief Customer Officer, ChurnZero.

Leadership 52

Leadership Customer Success Scale Finance 52

BrightBack

JANUARY 17, 2022

But in practice, being best-in-class at digital retention is a key challenge for most startups and enterprises, as it requires significant engineering to connect 3 to 5 systems of record (e.g. In an ideal world, it should be easier and more affordable to retain existing customers than acquire new ones.

Payments 59

Payments Payment Methods Payment Features Payment Solutions 59

Valuize Consulting

AUGUST 24, 2021

Net Dollar Retention (NDR) has quickly become the most important value metric in SaaS organizations and for good reason; NDR provides a clear picture of a company’s overall health and valuation. Here, we outline the 5 steps you need to take to effectively align your entire organization around growing Net Dollar Retention.

Retention 52

Retention Metrics Compensation Innovation 52

Valuize Consulting

AUGUST 24, 2021

Net Dollar Retention (NDR) has quickly become the most important value metric in SaaS organizations and for good reason; NDR provides a clear picture of a company’s overall health and valuation. Here, we outline the 5 steps you need to take to effectively align your entire organization around growing Net Dollar Retention.

Retention 52

Retention Metrics Compensation Innovation 52

Chart Mogul

JANUARY 20, 2020

Teamwork customers work with OneMotion to help them with things like: developing a process for migrating to and using Teamwork’s product suite; getting buy-in from leadership to have the whole company switch to the new set of tools; and finally to provide training for the team on how to use the new software.

Acquisition 52

Acquisition Retention Payment Features Leadership 52

BrightBack

AUGUST 19, 2019

Subscription businesses can't survive on acquisition alone. Here are three ways to grow your business utilizing customer retention. A subscription business model requires proving a consistent return on investment (ROI) to your customers. Make retention personal. Organize your teams around the customer relationship.

Retention 55

Retention Underperforming Technical Team Strategy SaaS Payments 55

SaaStr

DECEMBER 16, 2021

Of course, it’s still important to track the big ARR picture, but GRR (Gross Revenue Retention) and NRR (Net Revenue Retention) are just as important to monitor. Personalized, in-context scalable experiences will ultimately increase retention and accelerate company growth. And do that in a way that scales.” Key Takeaways.

Strategy 209

Strategy B2C Scale Payment Features 209

ChurnZero

MAY 5, 2020

As businesses are thrust into uncharted territory, figuring out how to navigate customer retention strategies to minimize churn will determine their survival. For those who were unable to attend or would like a session refresher, below are the top takeaways for crafting your customer retention game plan. . What is Customer Goodwill?

Retention 72

Retention Construction Customer Success Churn 72

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. SaaS businesses, meanwhile, benefit from predictable streams of recurring revenue.

Development Team Review 52

Development Team Review Technical Review Software Review Sales Hiring 52

User Pilot

JANUARY 28, 2024

The activation rate reflects the effectiveness of the onboarding process and product experience , critical for user retention. Customer retention rate shows customer loyalty and satisfaction and is vital for long-term revenue stability. In this case, this could be user retention rate, monthly active users , and customer lifetime value.

Metrics 96

Metrics Customer Lifetime Value Business SaaS 96

Clouded Judgement

MAY 12, 2023

In business and government, leadership matters! Most public companies don’t report net new ARR, so I’m taking an implied ARR metric (quarterly subscription revenue x 4). Companies that do not disclose subscription rev have been left out of the analysis and are listed as NA.

Cloud 130

Cloud Government Entrepreneurship Subscription 130

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

ProfitWell

OCTOBER 7, 2019

Today on Recur Now, the astronomical findings of Zuora’s Subscription Economy Index are released. We’re also talking subscription sports with a pricing expert, and highlighting a former Netflix culture-building badass. Your top subscription news. Subscription Cavaliers. Can you guess who? Zuora's SEI drop.

Subscription 49

Subscription Payment Features Payments Payment Services 49

SaaStr

MARCH 15, 2024

They also have a media segment, a separate business supporting creators who want to do subscription-based video monetization. Vimeo has spent a fair amount historically on advertising, primarily to fuel the more prosumer individual online subscription business. They top out of what you can do in advertising and rev share on YouTube.

AI Search 229

AI Search SaaS Advertising Sales Hiring 229

ChurnZero

DECEMBER 27, 2022

Throughout the year, the ChurnZero team has shared content that explores so many different aspects of Customer Success, from career growth strategies and team management frameworks to retention tactics and industry benchmarks. 5/ 2022 Customer Success leadership study. When people think of top-line growth, they often think of sales.

Leadership 90

Leadership Benchmarks Headcount Machine Learning 90

Navint

NOVEMBER 13, 2018

Customer retention, and therefore customer success initiatives, are paramount. Companies spend anywhere between 5 and 25 times more on acquisition than retention, yet most companies still employ dated customer retention strategies. Be Aware That Transformative Initiatives Can Negatively Impact Customer Retention.

Retention 40

Retention Scale Technical Review Churn 40

Intercom, Inc.

OCTOBER 22, 2020

Nate agrees, believing that a great customer experience requires taking a holistic, strategic approach that encompasses a wide range of factors – from strategy and leadership to the voice of the customer, experience engineering, and employee experience. Strategy and leadership. Voice of the customer.

Leadership 218

Leadership AI Scaling Engineering 218

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. Is something very important because when we think about simplicity, you don’t want to present an invoice every time they want additional help.

Scale 128

Scale SaaS Payments Sales Recruiting Payment Services 128

ChurnZero

APRIL 12, 2022

They often provide unifying leadership to different areas of your business that are involved in customer contact. Secure funding to invest in technology that tracks and supports a boost in customer experience. Customer-centricity is an important factor in customer loyalty and retention. Definition of a chief customer officer.

Sales Hiring 98

Sales Hiring Leadership Customer Success Interviewing 98

Baremetrics

AUGUST 23, 2021

Leading SaaS and subscription businesses rely on Baremetrics to track the success of product launches, essential business metrics, and more. For instance, you discover that small business owners are spending a lot of time on creating, sending, and tracking invoices. Start your free trial today. Table of Contents.

Strategy 104

Strategy Scale Payment Features Software Review 104

Valuize Consulting

DECEMBER 21, 2022

From generating robust Customer Intelligence to reducing churn, here are the year’s most popular pieces of thought leadership from the Valuize content library. In the recurring revenue world, the more your business grows and expands, the more churn you’ll experience. Leaders From Involve.ai Read Article. Read Article.

Customer Success 52

Customer Success Churn Subscription Payment Features 52

Sales Hacker

MARCH 1, 2024

This might look like: Community events Campaigns and activations Newsletters Podcasts Thought leadership and other blog content Establish your brand as a valuable, trusted resource that aligns with your product, and encourages your community to follow along by subscribing directly to your content channels.

VP of Engineering 71

VP of Engineering Scale SaaS AI Search 71

User Pilot

NOVEMBER 23, 2023

That’s what Dave Martin , a product leadership coach, has talked about in his talk at this year’s Product Drive Summit hosted by Userpilot. Leadership and investors often challenge them because they can’t see anything tangible that they’re paying for. How is the outcome-based roadmap different from regular roadmaps?

Scale 87

Scale Underperforming Technical Team Sales Recruiting Software Review 87

CustomerSuccessBox

MARCH 10, 2022

Over the experience, one must have gained strong problem-solving, creative thinking, and time management skills with a leadership role. Meeting up to their expectations timely, assigning the resource for their utilization, billing, and sending an invoice are the primary tasks they work upon. Sharing the bill and sending the invoice.

Engagement 52

Engagement Management Underperforming Technical Team Outsourced Development 52

Sixteen Ventures

AUGUST 14, 2022

The people in charge of your company – the Executives, Board, and Investors – want to improve a metric called NRR (Net Revenue Retention or NDR, Net Dollar Retention, if you prefer) for one very simple reason: it plays a direct role in the value of the company. It’s actually not even to make customers successful.

Customer Success 97

Customer Success Investment Sales Hiring Retention 97

ChurnZero

MARCH 3, 2022

SaaS onboarding makes or breaks your customer retention. If you are responsible for Customer Success in your subscription model company, you have monsters in your closet. In this playbook, we catalog the fifteen common monsters that attack customer retention. 2021 Customer Success leadership study.

Customer Success 98

Customer Success Churn Onboarding Consulting 98

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. I am pleased to see her take on an expanded leadership position of Chief Customer Officer.

VP of Engineering 98

VP of Engineering Customer Success Outsourcing Services Technical Review 98

Intercom, Inc.

DECEMBER 31, 2019

What was perhaps less predictable was the ensuing prevalence of the subscription-based business model. And it’s not just the startups playing this game – Steve Jobs was proudly averse to the notion of subscriptions, and now Apple spends most of its earning calls boasting about the performance of its services division.

Payment Solutions 259

Payment Solutions Payment Methods Software SaaS Payments 259

Intercom, Inc.

APRIL 14, 2020

That sense of safety must come from the top – directly from your leadership team. At Intercom, we recently provided our support team with training to help them to deal with commercial conversations, like those centered around billing and subscriptions. Here are their tips: Provide a safe space.

Scale 223

Scale Leadership Customer Support Healthcare 223

Sales Hacker

JULY 7, 2021

Since 72% of buyers will turn to google to search for solutions during the awareness stage, it’s important to have thought leadership and product content ready. Circular Model: Appropriate for companies with account-based sales and subscription models that must nurture a customer through their renewal date and beyond. Explainer videos.

Sales Funnel 109

Sales Funnel B2B Leadership Subscription 109

Valuize Consulting

JULY 13, 2022

Customer Success Operations is the engine that powers your customer lifecycle with the goal of achieving best-in-class Net Dollar Retention. In this interview, Mary-Beth shares her expertise on how you can build a powerful CS Operations function that propels your entire organization towards market-leading Net Dollar Retention.

Interviewing 52

Interviewing Engineering Scale Revenue 52

BrightBack

JUNE 5, 2019

We just participated in a webinar about customer retention success. Nearly 70% of companies without churn goals is a pretty staggering number, but it’s consistent with my experience in the subscription industry and with the companies I talk with frequently. There’s a lack of strategic churn leadership. 23% of respondents did.

Churn 58

Churn Scale Systems Review Leadership 58

Frontegg

MARCH 17, 2022

Likewise, if the sales team has poor leadership, leads can’t be handled. This starts with the sign up process, a common churn culprit, all the way to selecting billing and subscription options. SaaS companies need sustainable growth with better retention rates. How is this achieved? With a frictionless onboarding experience.

Scale 105

Scale Technical Review Underperforming Technical Team Sales 105

User Pilot

JULY 31, 2023

Approaching experiments in your company can be quite risky and thus hard to justify for your leadership team—especially if you’re new to conversion rate optimization (CRO). Retention rate. Which is aimed to improve the user experience through five dimensions: Happiness, engagement, adoption, retention, and task success.

Metrics 83

Metrics Customer Lifetime Value User Experience Retention 83