Sales Hacker

SEPTEMBER 28, 2021

Why attrition and retention matter so much right now. Our private membership connects you with a network of thousands of like-minded peers and resources, where you can tap into leadership opportunities, training, mentorship, and other services made for high growth leaders like you wherever you are at in your career. What You’ll Learn.

Sales Recruiting 81

Sales Recruiting Retention Scale Sales Hiring 81

SaaStr

NOVEMBER 30, 2023

There’s also a management and leadership layer to enable and coach individual contributors. That’s why getting the right leadership in place is so important. But you have to have the right leadership and org structures in place in those locales, or you’re not going to see the benefit in cost savings. Net dollar retention.

Scale 216

Scale Sales Hiring Scaling Outsourced Development 216

Sage Intacct

OCTOBER 25, 2022

Net dollar retention (NDR) is one of SaaS companies' most critical revenue-based metrics. It is material because NDR is the KPI that tells you the percentage of revenue you either gained or lost from your existing customer base over a given period.

Retention 103

Retention Metrics Revenue SaaS 103

SaaStr

JUNE 7, 2023

But the drive and passion remained, and leadership didn’t give up. Leadership introduced a high-velocity playbook and refocused the company downstream. In one year, WorkRamp improved gross retention by 11%. Margins dropped to a low ~70%, but gross and net retention made up for it –– the resulting NDR was over 143%.

Scale 185

Scale Scaling SMB Marketing 185

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

Chargebee

MARCH 6, 2024

Let’s dive into the winners of each category, showcasing their outstanding contributions to efficiency, transformation, retention, revenue growth, and overall leadership.

Innovation 100

Innovation Leadership Subscription Payment Features 100

Intercom, Inc.

AUGUST 9, 2022

. “We’re honored to see so many Intercom customers featured in the Cloud 100” This is a challenging time for many businesses – as companies brace for an economic downturn, strong customer engagement and retention is even more crucial.

Cloud 211

Cloud Leadership Innovation Communication 211

SaaStr

JULY 24, 2019

The theme of today’s talk is How to Build the CSM Team that Generates 130% plus Net Retention. At Talkdesk, we have achieved really amazing customer retention, net retention, advocacy, loyalty. You have to nail all of these items in order to be able to boost net retention within your organization.

Retention 134

Retention VP of Engineering Sales Hiring Scale 134

Tom Tunguz

AUGUST 14, 2022

First, Deliberately Underselling means optimizing the sales process for Net Dollar Retention (NDR). The company’s leadership should calculate sales efficiency on the combined OTE (on-target earnings) to quota ratio of these teams. Logo-based quotas focus the team on speed to close.

Startup 282

Startup Construction Sales Compensation 282

SaaStr

OCTOBER 17, 2022

Customer Success isn’t just for established leaders; it also helps growth-stage companies compound their growth through retention, upsell and expansion. You can figure it out with your leadership team and a whiteboard. The 3 key metrics for Customer Success are GRR, NRR, and logo retention. Why start early? Just do it.

Customer Success 209

Customer Success Sales Hiring Scale Leadership 209

SaaStr

MARCH 9, 2022

Author Geoffrey Moore describes the chasm criteria this way: Demonstrate market leadership. Increased Revenue Retention. Along with a higher growth rate, leadership should also pause to review their retention and churn rates. Have you moved across the chasm between the early market and the mainstream market?

Revenue 229

Revenue Sales Hiring Leadership Scale 229

Kellblog

OCTOBER 3, 2020

Heck Dave, you may as well just have replied: what I really want to know is — is there a hyphen in anal-retentive? The actual issue here is one of leadership: being aware of your strengths and weaknesses, trying to avoid over-doing your strengths and working to compensate for your weaknesses. Oh s**t, it is.

Leadership 68

Leadership Compensation Retention Communication 68

SaaStr

MAY 1, 2022

SaaStr 548: How to Build a Super High-Retention Sales Team with Twilio SVP & GM of North America Sales, Alice Katwan. 10 Rules for Defining Churn with SVP of Customer Success & Retention at Solarwinds, Andrea Webb, and SVP of Commercial Strategy & Operations at ForgeRock, Tim Willey. Top Videos This Week: 1.

Sales Hiring 191

Sales Hiring Leadership Innovation Retention 191

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

SaaStr

NOVEMBER 8, 2022

As someone who grew Snowflake by 300% in the previous two years with a 0% turnover, you’ll want to hear his tactical strategies for those in leadership roles. . Most of you are familiar with the customer life cycle, including customer acquisition, onboarding, adoption, cross-selling and upselling, and retention. . Phase 5: Retention .

Underperforming Technical Team 200

Underperforming Technical Team Technical Review Acquisition Company Culture 200

Valuize Consulting

NOVEMBER 23, 2021

Developing A Transformational Leadership Approach. A major factor that will guide and drive the path forward is to champion transformational leadership. A major factor that will guide and drive the path forward is to champion transformational leadership. Can you tell us more about your efforts and focus in this area?

Customer Success 52

Customer Success Leadership Interviewing Development 52

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

SaaStr

APRIL 8, 2023

Here’s a list of some of the most popular to dig into: Atlassian’s CRO Cameron Deatsch: “How The Biggest Product-Led Enterprise Company In The World Did It” Skilljar’s CRO: “An Inside View on Hiring Your First CRO” Rippling’s CRO: “Entering a Hyper-Competitive Market” DigitalOcean’s (..)

Scale 234

Scale Sales Hiring SMB SaaS 234

SaaStr

NOVEMBER 15, 2022

This can be thought of as the metric monolith, and historically, VCs would memorize and make decisions based on these thresholds: Net Retention = 120% +. Gross Retention = 90% +. The answer is no –– companies that do fit the metric monolith are still excellent, and these indicators remain helpful for leadership and investors.

Metrics 198

Metrics Machine Learning Artificial Intelligence Technical Review 198

ChurnZero

DECEMBER 19, 2023

Metrics are the key to aligning with finance , proving value to your leadership and of course understanding the health of the business. Net revenue retention (NRR) was the top metric at the end of 2023, according to our annual survey of customer success leaders. Net revenue retention (NRR). Gross revenue retention (GRR).

Customer Success 52

Customer Success Metrics Customer Lifetime Value Leadership 52

Totango

JANUARY 22, 2024

Retention is the new acquisition. This is the moment for CS to rise to the occasion by focusing on securing retention and driving expansion, continuously working with customer results in mind, using adoption and feedback to drive advocacy, and embracing integration across the enterprise.

Customer Success 94

Customer Success Generative AI AI Scale 94

SaaStr

MARCH 1, 2020

.” But the bad news is, many can’t really do the job a start-up needs at a leadership level. In particular, being an individual contributor customer success professional does not always breed leadership. You’ll learn if they focus most on account growth vs. retention vs NPS growth, and in what order.

Customer Success 253

Customer Success Sales Hiring Leadership Interviewing 253

SaaStr

FEBRUARY 27, 2023

Storyblok started with a leadership-first hiring plan and a recruitment strategy that involved the following: A test to know how candidates handle different tasks and their expertise level. Hiring a global team to achieve the vision What do you do when your company’s location limits your access to talent? Self-service.

Scale 180

Scale Sales Hiring Sales Recruiting Scaling 180

Intercom, Inc.

MAY 18, 2021

A commissioned study by Forrester Consulting on behalf of Intercom, Drive Conversational Experiences For A Future-Ready Customer Support Strategy , reveals how conversational experiences are fuelling customer retention and business growth for global companies. Get your copy of the thought leadership paper. Ready to get started?

Scale 210

Scale Business Consulting Leadership 210

User Pilot

FEBRUARY 13, 2024

PM280 Group’s webinar emphasizes the importance of a strong team culture in enhancing product management leadership and team success. Chameleon’s webinar with Janna Bastow highlights the deep significance of customer centricity in product leadership for organizational success.

Sales Hiring 105

Sales Hiring Generative AI AI Leadership 105

SaaStr

OCTOBER 28, 2022

Leadership must communicate this objective to the entire company and ensure everyone works toward improving efficiency instead of simply bringing in more dollars. However, don’t this doesn’t mean that your sales teams shouldn’t bring in more revenue –– quite the opposite.

Sales Recruiting 189

Sales Recruiting Sales Hiring Leadership Interviewing 189

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. It’s proven to be a game changer, and we have watched as retention and growth rates have increased.”

Customer Success 112

Customer Success Software Review Technical Review Enterprise 112

SaaStr

OCTOBER 11, 2020

Long live Net Dollar Retention Rate with Dave Kellogg” A profoundly insightful session on churn from SaaStr Annual 2020 at Home. #3: 10: “What Being a Founder Taught Me About Leadership – Lessons from GitHub’s COO” Ok this was another session that just shut down the office. ” A great deep dive. #10:

Engineering 239

Engineering CTO Leadership Churn 239

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

OCTOBER 1, 2022

The marketing and thought leadership are part of your adoption of your product. The post How to increase net revenue retention with Customer Success qualified leads (CSQLs) and strategic operations appeared first on ChurnZero. That technical documentation, that’s critical. How do I actually use the product?

Scale 97

Scale Customer Success Revenue Retention 97

Intercom, Inc.

JULY 25, 2022

Effective customer engagement holds the key to customer retention and loyalty. One of the top benefits of creating engaging, personalized customer experiences is increased customer loyalty and retention, according to 69% of survey respondents. Organizations who deliver on customer expectations can expect big business results.

Technical Review 209

Technical Review Engagement Artificial Intelligence Systems Review 209

SmartKarrot

DECEMBER 12, 2023

To delve deeper into the nuances of the Customer Success Career Path to Leadership, we bring you a compelling conversation between two industry experts, Bhumika Arora, Founder and Consulting Coach at Ruffday Coaching Services, and Rohan Sheth, Director of Growth at SmartKarrot Inc.

Leadership 10

Leadership Customer Success Sales Hiring Healthcare 10

ProfitWell

JANUARY 29, 2020

With that, Nick broke down five trends within “Customer Success 20/20,” which includes human-first leadership, operationalizing outcomes, customer data infrastructure, product takes center stage, and customer success to customer growth. Human-first leadership: Customer success was once a very product and data-oriented job. Not anymore.

Customer Success 52

Customer Success Retention Software Review Leadership 52

User Pilot

JULY 23, 2023

Define and monitor the following KPIs: Customer acquisition cost , Customer Lifetime Value to Customer Acquisition Cost ratio , monthly recurring revenue , retention rate , organic search traffic, and return on ad spend. Work with finance and leadership to manage the budget allocated for GTM activities and ensure cost-effectiveness.

Marketing 96

Marketing Customer Lifetime Value SaaS Advertising 96

User Pilot

DECEMBER 10, 2023

PLG is cost-efficient and promotes retention and long-term growth. Usage retention is a key metric to track for PLS companies. Product-led growth (PLG) is a business strategy that uses product as the main driver of customer acquisition , retention, and expansion. Talking of retention , it’s one of the cornerstones of PLG.

Scale 105

Scale Sales Software Review Retention 105

Intercom, Inc.

SEPTEMBER 7, 2021

If only senior leadership is involved in decision making, it increases the risk of stagnation. At Intercom, our Support team’s happiness and retention is a top priority for us. At the leadership level, we tried to create solutions for the conversation volume problem at hand by trialing regional splits and new prioritization models.

Leadership 129

Leadership Company Culture Customer Support Innovation 129