Intercom, Inc.

MAY 1, 2018

The latest batch of billion-dollar companies are built on high customer retention. At Traction Conference, an event all about how to keep and grow customers and revenue at scale, I explained how to build onboarding based on your customers’ goals, and why when your product improves, your onboarding must improve with it.

Retention 223

Retention Payment Methods Onboarding Payment Solutions 223

User Pilot

MARCH 23, 2023

And how can customer success teams address them to ensure product growth? The key difference is that customer churn measures the number of customers a business lost, whereas revenue churn measures the revenue lost due to customer churn. 3: Poor customer service or experience with the sales teams can make customers churn.

SaaS Payments 93

SaaS Payments Churn Underperforming Technical Team Payment Methods 93

Chart Mogul

JULY 15, 2021

High growth companies like Airtable, Figma, Notion, or Github all have revenue as a top of mind business milestone. 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

High growth companies like Airtable, Figma, Notion, or Github all have revenue as a top of mind business milestone. 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

Sales Hacker

SEPTEMBER 13, 2021

The results of account-based marketing (ABM) , content marketing, in- or outbound marketing, on- and offline marketing, and branding, have to be monitored and presented more than in the past. Many claim “Half of my marketing budget is wasted, but I don’t know which half!” The risk or return ratio.

Underperforming Technical Team 93

Underperforming Technical Team Marketing Sales Finance 93

FastSpring

APRIL 26, 2022

It’s likely that a finance or sales tools will be less susceptible to churn than a marketing tool, simply because it’s perceived to be more directly responsible for revenue.”. If your market is small, then churn matters significantly more. Next, let’s look at how to develop a churn-reduction action plan.

Benchmarks 123

Benchmarks Churn Payments SaaS Payments 123

Andreessen Horowitz

SEPTEMBER 19, 2023

We pulled from my prior marketplaces experience and dove into their business quickly to develop a point-of-view on the opportunity. First, there was a LOT to like about the company: The market size was, and remains, huge. They had impressive GMV growth and strong cohort revenue retention, but their unit economics were upside-down.

Marketplace as a Service 143

Marketplace as a Service Scale Underperforming Technical Team Construction 143

Totango

OCTOBER 2, 2020

Equipped with the knowledge provided by customer data, you can help your customer survive tough times by offering practical solutions that add value and ultimately contribute to customer retention during economic downturns — even ones caused by a pandemic. Every act of providing value is therefore an act of customer retention.

Retention 118

Retention Underperforming Technical Team Churn Customer Lifetime Value 118

Intercom, Inc.

MARCH 12, 2019

A little over a year ago, I got the opportunity to start a new team within our sales organization – a team of Relationship Managers dedicated to growing our current customers at scale. To do the first, we had to hire, train, and write a playbook – the building blocks of any team. Relentlessly measure impact.

Sales Hiring 171

Sales Hiring Sales Recruiting Underperforming Technical Team Scale 171

User Pilot

MARCH 18, 2021

A successful customer retention strategy requires constant iteration and innovation to keep up with an ever-changing SaaS market environment. It’s also not like customer retention is the business of only one department. Why does retention management take so much time and effort? TL;DR- 13 Customer Retention Strategies.

Retention 52

Retention Strategy Underperforming Technical Team Technical Review 52

Casey Accidental

FEBRUARY 26, 2024

In my recent essay about second products , I talked about how the goal of building a second product is not the traditional concept of product/market fit we’ve all been raised on regarding startups. First off, let’s spend a moment on this product/market fit point. The goal is to inflect the growth of the entire company over time.

Underperforming Technical Team 63

Underperforming Technical Team Scale GCP(Google Cloud Platform) Startup 63

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 95

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 95

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

User Pilot

MARCH 14, 2024

You can use customer analytics to create targeted marketing campaigns, inform product development, and reduce churn , among other things. Customer retention analytics. Customer retention rate. Use customer retention analysis to find retention drivers. Identify friction and remove it. Prescriptive analysis.

Customer Lifetime Value 94

Customer Lifetime Value SaaS Underperforming Technical Team Retention 94

User Pilot

MARCH 27, 2023

We finish with an overview of product analytics tools that your team can benefit from. Marketing analytics focuses on tracking the performance of marketing campaigns, while product analytics is interested in product engagement and user behavior inside the product. As a result, product teams are able to make quicker decisions.

Underperforming Technical Team 97

Underperforming Technical Team SaaS Churn User Experience 97

User Pilot

OCTOBER 6, 2022

What customer data can you collect to derive valuable insights and improve retention? Customer behavior analysis helps you identify the most valuable users and personalize your marketing strategy to reach them. Here are six steps to performing customer behavior analysis to boost customer retention: 1.

Payment Solutions 90

Payment Solutions Underperforming Technical Team SaaS Payments Customer Lifetime Value 90

Intercom, Inc.

SEPTEMBER 10, 2020

It’s an approach that’s served him well along the road to building the HubSpot sales team, where he was CRO for nine years. This has created large amounts of data for running teams. . The framework consists of three elements: product-market fit, go-to-market fit, and growth and moat. I think that’s message-market fit.

Scale 226

Scale Scaling Sales Recruiting Sales Hiring 226

Chart Mogul

NOVEMBER 24, 2022

After all, it’s the customer success teams that drive growth through retention and churn mitigation. So, what’s the best way to drive retention and mitigate churn in 2023? After all, it’s the customer success teams that drive growth through retention and churn mitigation. … In a downturn, priorities shift.

Churn 52

Churn Retention Underperforming Technical Team Scale 52

Stax

FEBRUARY 28, 2024

In a saturated market, how do they distinguish themselves? This includes subscription management, revenue recognition, dunning management, integrations with other business systems, fraud prevention, and more. Key advantages include: Customer retention. However, only 10% of them currently employ these models.

Payments 88

Payments SaaS Payments Payment Services Merchant Services 88

Clouded Judgement

JANUARY 6, 2023

We know software is impacted from macro - but how bad will it get? ” Top 10 EV / NTM Revenue Multiples Top 10 Weekly Share Price Movement Update on Multiples SaaS businesses are generally valued on a multiple of their revenue - in most cases the projected revenue for the next 12 months. Top 5 Median: 10.4x

Cloud 130

Cloud Azure AWS Underperforming Technical Team 130

ProfitWell

NOVEMBER 1, 2019

But after working with hundreds of SaaS companies, I've realized that the same advice applies for your retention rate as well. But just like avoiding the yeti is way more fun than restarting the game, boosting your retention is more fun—and way more valuable—than acquiring more customers. Align team incentives around retention.

Retention 56

Retention Strategy Underperforming Technical Team SaaS 56

User Pilot

MARCH 28, 2024

User analytics play an essential part in the product development and management process. Its aim is to help teams understand user behavior and offer actionable insights on how to improve the user experience. Armed with such insights , teams can better prioritize product initiatives to deliver more customer value faster.

Underperforming Technical Team 52

Underperforming Technical Team Data Analysis AI User Experience 52

User Pilot

NOVEMBER 12, 2023

Customer intent helps product teams understand customer needs and build solutions that delight users. Increase expansion revenue : When you collect and analyze consumer intent data, you can spot which users will likely upgrade to a higher plan or purchase additional products. Five key steps to interpreting customer intent.

Scale 95

Scale Underperforming Technical Team Churn Trends 95

Sales Hacker

MAY 24, 2023

In the highly competitive B2B tech space, it’s easy to market your offer with so many tools and channels available. In this episode, we dive into this renewed trend with Tito Bohrt, the CEO of AltiSales, the one-stop shop for world-class sales development. We can do a second demo with your team.

Underperforming Technical Team 84

Underperforming Technical Team Consulting Company Culture Acquisition 84

Sales Enablement, SaaS and Growth

MARCH 23, 2020

Companies which don’t use mental models risk unleashing mayhem with poor choices or becoming bloated and bureaucratic by reducing the volume and speed at which decisions are made - both scenarios are undesirable and will impact growth. OKRs are a useful mental model - they make it crystal clear what people and teams should be striving for.

Underperforming Technical Team 213

Underperforming Technical Team Scale Sales Hiring Marketplace as a Service 213

OPEXEngine

AUGUST 31, 2021

And while the concept has been around for years, for most of that time, tech debt was primarily the concern of product and engineering teams. They’re also increasingly holding their teams accountable to manage it appropriately. Sometimes they do so intentionally because they feel pressure to get to market faster.

Technical Review 52

Technical Review Underperforming Technical Team Software Review Scale 52

OPEXEngine

AUGUST 31, 2021

And while the concept has been around for years, for most of that time, tech debt was primarily the concern of product and engineering teams. They’re also increasingly holding their teams accountable to manage it appropriately. Sometimes they do so intentionally because they feel pressure to get to market faster.

Technical Review 52

Technical Review Underperforming Technical Team Software Review Scale 52

ChurnZero

FEBRUARY 21, 2022

Customers are more than just a source of revenue and profits for your company. Cultivating a strong customer advisory board and implementing marketing strategies, like product-led growth , can send you well on your way to reaching new heights. Gathering and sharing vital intelligence about the market.

Underperforming Technical Team 98

Underperforming Technical Team Branding Advertising Retention 98

Chaotic Flow

AUGUST 18, 2015

SaaS businesses develop intimate, long term relationships with their SaaS customers. In traditional licensed software, that cost is immediately recovered when a deal is closed by the revenue of the deal. Or, you might create teams that link specific sales reps to specific account managers and success reps. Onboard in Real Time.

Customer Success 138

Customer Success Underperforming Technical Team Scale SaaS 138

Sales Hacker

DECEMBER 1, 2022

I’ve been an SDR , an SDR director, and now run a sales team at a startup. A Wild West-style free-for-all where reps prospect into an addressable market wherever they’d like. Think account hoarding , unequal opportunity to hit quota , missed revenue , and rep dissatisfaction. I’ve been in the SDR trenches.

Technical Review 77

Technical Review Underperforming Technical Team Outsourced Development Education 77

User Pilot

AUGUST 31, 2023

Google Analytics is a web analytics tool for analyzing website and mobile app traffic and marketing data. While you can only view the user cohort changes in Heap, GA4 allows you to analyze retention by seeing differences in active users, event count, transactions, or purchase revenue. What is Google Analytics?

Software Review 87

Software Review Technical Review Underperforming Technical Team Retention 87

Blulogix

FEBRUARY 21, 2024

By BluLogix Team Strategically Aligning Your Business Needs with the Ideal Platform In the vast sea of digital transformation, selecting the right monetization platform can feel like navigating through uncharted waters. allowing you to tailor your offerings to meet diverse customer needs and market demands.

Payment Features 52

Payment Features Underperforming Technical Team Operational efficiency. Technical Review 52

Totango

NOVEMBER 23, 2021

They can store customer contact data, identify sales opportunities, schedule sales appointments, record notes from sales meetings and manage sales teams. They serve to promote customer satisfaction, retention and brand advocacy, not just sales per se. CRM tools are great at what they’re designed for.

Software 92

Software Underperforming Technical Team Churn Customer Success 92

Intercom, Inc.

NOVEMBER 21, 2019

One of our mantras here at Intercom is that customer retention is the new conversion. In an era when more and more businesses adopt a subscription model, strong customer retention is the key to sustainable long-term growth and requires a laser-like focus. . Referrals from happy customers are, after all, your best marketing.

Retention 34

Retention Scale Marketing Underperforming Technical Team 34

Casey Accidental

JANUARY 2, 2018

I receive a lot of questions about growth teams. Is this marketing being re-branded? Who does this team report to? When do I start a growth team for my business? The purpose of growth is to scale the usage of a product that has product-market fit. Product-market fit is retention that allows for sustained growth.

Underperforming Technical Team 111

Underperforming Technical Team Scale Retention Engineering 111

User Pilot

MARCH 15, 2022

Why a go-to-market strategy plays an integral of your SaaS product success? In this blog post, you’ll learn everything about go-to-market strategies. Your go-to-market strategy is simply a roadmap for how you’ll take your product to the market. SaaS go-to-market plans can be used in several use cases.

Strategy 83

Strategy Marketing SaaS Customer Lifetime Value 83

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