Intercom, Inc.

NOVEMBER 30, 2021

It also integrates with other tools in your business’s tech stack so you can work seamlessly with other customer-facing teams – like marketing, sales, and product – to help, delight, and retain customers all from one inbox. Here’s an example of key goals and metrics to consider. Obviously we’re a little biased ??

Technical Review 249

Technical Review Customer Support Payment Methods Payment Solutions 249

OPEXEngine

FEBRUARY 22, 2022

An additional non-financial constraint is a fact that these customers typically lack experience in software procurement and implementation, and this adds friction to the sales cycle. Customer success is usually staffed by a mix of customer support, sales, and engineering folks contributing some portion of their time to the Cost of Revenue.

SaaS Payments 52

SaaS Payments Payment Services Payment Methods Marketplace as a Service 52

Baremetrics

OCTOBER 9, 2021

Baremetrics monitors subscription revenue for businesses that bring in revenue through subscription-based services. Baremetrics brings you metrics, dunning, engagement tools, and customer insights. All the data your startup needs Get deep insights into your company's MRR, churn and other vital metrics for your SaaS business.

Payment Services 98

Payment Services SaaS Payments Payment Methods Payments 98

Chart Mogul

OCTOBER 19, 2018

GymForLess is a desktop and mobile marketplace that gives fitness enthusiasts instant access to thousands of gyms across Spain. Services like this are a natural fit for subscriptions, but that’s not where GymForLess started. With a subscription service, there’s no registration fee, no permanence. So why the change?

Merchant Services 40

Merchant Services Payment Services Marketplace as a Service Churn 40

Baremetrics

SEPTEMBER 16, 2021

No, the interaction with the customer goes beyond one sale. You need to take care of customer retention because it is 5-10 times cheaper than attracting a new buyer. What LTV Metrics Show Why You Need to Measure LTV How You Can Measure LTV 6 Ways to Increase LTV for Online Stores 1. The logic behind this metric is simple.

Business 97

Business Social Media Marketplace as a Service Mobile 97

Stax

JANUARY 8, 2024

For SaaS companies, becoming a payment facilitator (or PayFac) offers a ton of advantages—including but not limited to—boosting retention and profitability while exercising greater control over the customer experience. Reputational risks Risks associated with things like data breaches, poor customer service, company controversies, etc.

Merchant Services 88

Merchant Services Payfac Payment Services SaaS Payments 88

Intercom, Inc.

JULY 11, 2019

As the General Manager for HubSpot’s Service Hub , Michael knows a thing or two about keeping customers close. Here are five quick takeaways: Most sales and support teams talk about their jobs as a funnel. Kaitlin: You’re the General Manager HubSpot’s Service Hub. Customer service as a model for growth.

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

CustomerSuccessBox

JUNE 20, 2022

In general, this tool offloads the heavy work of tracking and managing all the customer success metrics. By collecting accurate data and comprehensive information about your customers, you can improve retention, uncover additional sales opportunities, and boost your customer health scores. Early-stage SaaS. Growth Stage SaaS.

Artificial Intelligence 52

Artificial Intelligence Customer Success Software Payment Features 52

OPEXEngine

OCTOBER 5, 2021

But while software’s success in the marketplace has lifted the valuations of software companies, our analysis suggests that some firms may still be undervalued. In more mature software companies, we see oversized returns for companies that are moving to software-as-a-service subscription models (see Figure 1). Metrics will also change.

Software Review 52

Software Review DevOps as a Service Software Underperforming Technical Team 52

SaaStr

JANUARY 5, 2023

Looking back on its explosive growth, however, the company realized just how badly it needed the valuable services of a Chief Financial Officer (CFO). Fundamental metrics (like ARR, CAC Payback, or Burn Rate) will never stop being important; they’re industry standards for a reason. Productivity Per Sales Rep. Employee Retention.

Sales Hiring 38

Sales Hiring Acquisition Forecasting Outsourced Development 38

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. At what point will you introduce Sales into the buyer’s journey? . Metrics: What’s your target win rate for sales opportunities?

Acquisition 59

Acquisition Scale Strategy Software Review 59

User Pilot

APRIL 25, 2024

This process helps you understand what motivates your customers, enabling you to tailor your products and services to minimize risks from the start. This research provides essential insights into brand strength, consumer behavior, and market position, which are vital for teams focused on sales, marketing, and product development.

Market Research 52

Market Research Outsourcing Services Marketing Outsourced Development 52

Intercom, Inc.

MAY 13, 2021

Although Linda started her career in sales, she has spent the past twelve years scaling post-sales teams and moving hyper-growth companies like Zendesk, Slack, and now Gong upmarket into the enterprise realm. Since then, you’ve spent over 12 years in post-sales leadership. Going through all parts of the customer journey.

Scale 177

Scale Customer Success Strategy Sales Hiring 177

SaaStr

APRIL 30, 2022

Check out this 2018 Europa session with Guillaume Princen, Head of France and Southern Europe @ Stripe, where he talks about the metrics you need to be focused on in your startup. If you don’t have the time to watch the whole session, here are the main metrics you should be mindful of. MRR, obviously. This wasn’t the case.

SaaS Payments 227

SaaS Payments Metrics Payment Methods Scale 227

OpenView Labs

NOVEMBER 30, 2021

Here’s what you can do to move the needle: Sales: Sell to the right customer and don’t get too greedy on the initial deal. Operations: Measure product health indicators, aka the leading indicators that predict future retention. Marketing: Market to existing customers rather than just prospects.

Payment Services 80

Payment Services Benchmarks SaaS Payments Merchant Services 80

OpenView Labs

APRIL 13, 2020

It is no longer the job of Marketing or Sales to solely own revenue, nor Product the core user experience. What loops exist to drive virality, retention, and overall product engagement? Is monetization a freemium, free trial, sales-driven, or hybrid model? Are there marketplace dynamics? Monetization.

Systems Review 98

Systems Review Technical Advisors Scale Technical Review 98

SmartKarrot

OCTOBER 21, 2021

Forecast and deliver on renewals and retention targets across the growing customer base (historical NRR is above 100%). Work collaboratively with Sales leadership to ensure a consistent handoff experience to the Account Management team through CSQL’s. Implementing customer success plans to support growth, retention, and advocacy.

Customer Success 19

Customer Success Marketplace as a Service Technical Review Systems Review 19

Neil Patel

OCTOBER 24, 2020

In a nutshell, they can give you expert opinions, analysis, and recommendations that can help ensure a more objective-based approach to grow your business and maximize sales – all at the same time. Questions about KPIs and metrics for performance measurements. You can also select a freelancer profile from these marketplaces.

Consulting 132

Consulting Sales Hiring Technical Review Sales Recruiting 132

ChurnZero

NOVEMBER 18, 2022

The Q&A portion of the webinar covered topics including how to overcome budget objections, promote CS wins across the organization, secure budget at the same rate as sales, and much more. My job is to continually inform and share knowledge that’s going out in the marketplace. I’d look at efficiency metrics and profitability.

Customer Success 98

Customer Success Sales Hiring Headcount Scale 98

SaaStr

MARCH 20, 2020

317: Rachel Hepworth is VP of Marketing @ Pilot, the startup that offers the best bookkeeping, tax and CFO services for growing businesses. With the rise of product-led growth, are we seeing a fundamental shift in the structure of sales and marketing? How does Rachel think about the optimal ratio of paid to organic in growth?

SMB 185

SMB Scale Startup Marketplace as a Service 185

SmartKarrot

AUGUST 29, 2022

Role: Senior Customer Success Manager Location: Boston, MA, US Organization: LeanIX As a Senior Customer Success Manager, you will be responsible for the retention of customer accounts by ensuring continuous communication and relentless support and guidance. Identify and develop upsell and cross-sell opportunities with the Sales team.

Customer Success 19

Customer Success Sales Hiring Marketplace as a Service Government 19

ChurnZero

FEBRUARY 1, 2019

Leading a team of innovators and experts in their Customer Success, Professional Services, and Support organization, Amanda’s goal is to ensure that every customer optimizes the business impact of Lucidworks search and analytics deployments. “My Under her direction, marketplace utilization grew 39% in one year.

VP of Engineering 53

VP of Engineering Customer Success Scale Marketplace as a Service 53

SmartKarrot

SEPTEMBER 23, 2021

The Ultimate ownership of team outputs including but not limited to C2FO product adoption, retention, new product/existing product expansion, revenue performance to targets, daily market operations, yield, and cash management to client expectations. Offer as needed non-conflictive services for customer tasks such as loading data.

Customer Success 19

Customer Success Technical Advisors Sales Hiring Marketplace as a Service 19

Neil Patel

JANUARY 20, 2021

You need to attract potential buyers and funnel them into your sales funnel. Don’t Just Promote Products and Services. We’ll be gathering some key metrics to measure your performance. Step 2: Delve in Deeper to Post Metrics. In my experience, post level metrics are more insightful than page metrics.

Social Media 145

Social Media Software Review Branding Engagement 145

Sales Hacker

JUNE 23, 2020

This week on the Sales Hacker podcast, we speak with Leah Chaney , the Chief Experience Officer for BetterGrowth, a customer support agency she founded. Leah has been a pioneer for customer experience practices for the last two decades, focusing her work on putting customers at the heart of SaaS and service-based technology organizations.

Scale 67

Scale Sales Hiring Technical Review Customer Success 67

ProfitWell

MARCH 11, 2020

But as cost containment becomes a priority for businesses looking to thrive in the modern digitally-transformed marketplace, keeping existing customers happy and loyal is now a primary concern. But creating customer retention strategies requires a deep understanding of your retention issues. We're about to go diving for metrics.

Retention 52

Retention Metrics SaaS Payments Underperforming Technical Team 52

SaaStr

SEPTEMBER 27, 2019

268: Ryan Bonnici is the CMO @ G2, the company that allows you to get the right software and services for your business with over 897,000 user reviews to help you make smarter buying decisions. Before Hubspot, Ryan was Head of Marketing @ Salesforce (APAC) where he led his team to achieve 227% YoY net-new sales sourced through marketing.

Sales Hiring 136

Sales Hiring Sales Recruiting Scale Software Review 136

Stax

FEBRUARY 19, 2024

Software as a Service (SaaS) has made business software more accessible by offering cloud-based, on-demand access to a range of solutions, from project management and collaboration to sales and marketing. Users will pay a recurring monthly or annual fee to access a specific set of services.

SaaS Payments 88

SaaS Payments Payment Services Payments Payment Solutions 88

SaaStr

SEPTEMBER 12, 2019

Congratulations you’ve built a product that’s proven itself in the marketplace! Ashley Smith, Venture Partner at OpenView provides insight on what investors are looking for in product metrics and growth indicators so you can capitalize on your product’s story for funding. Atlassian famously does not have a sales team.

Investment 100

Investment Underperforming Technical Team Sales Hiring Software Review 100

SmartKarrot

DECEMBER 8, 2020

Lead the organization to consistently meet and exceed its efficiency metrics and net promoter score results. Drive product adoption and ongoing usage of Snaps platform and services. Ensure customers receive necessary onboarding, support, and services. Work to identify growth opportunities and develop up-sell opportunities.

Customer Success 10

Customer Success Sales Hiring Marketplace as a Service Consulting 10

Totango

MAY 1, 2020

Retaining existing customers is especially important during uncertain economic times, when fewer new customers may be signing on with your service. That’s why customer retention management software is a vital component of your retention strategy. What Are the Benefits of Customer Retention Management Software?

Retention 62

Retention Software Management Marketplace as a Service 62

A Smart Bear

FEBRUARY 26, 2019

Instead, watch payback period for acquisition efficiency, watch retention for product/market fit, watch expansion revenue for long-term growth, and watch gross margin for long-term profitability. There isn’t one most important SaaS metric. Sales” is not a dirty word. Yes, marketplace businesses can be valuable and defensible.

Underperforming Technical Team 64

Underperforming Technical Team Scale Sales Hiring Startup 64

User Pilot

NOVEMBER 20, 2023

HubSpot analytics focuses on collecting data on contacts, customers, deals, and revenue, while Google Analytics primarily tracks site traffic metrics like sessions or page views. HubSpot helps you keep all CRM, marketing, sales, and support data in one place. What is HubSpot analytics? What are the benefits of HubSpot analytics?

Software Review 105

Software Review Marketplace as a Service Metrics Pricing 105

SmartKarrot

AUGUST 13, 2021

Ownership of retention/churn prevention as well as revenue/GP contribution from clients. Ensure a seamless transition from pre- to post-sales, setting customers up for success. Ensure a high level of impact and client satisfaction with the services rendered. Serve as the voice of customers to inform product roadmap decisions.

Customer Success 10

Customer Success Scale Consulting Marketplace as a Service 10

SmartKarrot

JULY 5, 2021

Ensure close coordination and collaboration with Sales, Account Management and Customer Success teams to ensure customer retention and growth. Identify upsell opportunities and collaborate with the Enterprise Sales team to close. Responsible for key customer success metrics, including customer churn and renewals.

Customer Success 10

Customer Success Sales Recruiting Technical Review Underperforming Technical Team 10

SmartKarrot

JUNE 12, 2020

If you’re in the Software-as-a-Service (SaaS) business, by now you’d know that SaaS is no longer a business luxury – it is everywhere. The reasons for this are: People’s attitude towards buying and using software is changing The era of the end user is here Companies are furiously rethinking their sales North star.

Scale 10

Scale Marketplace as a Service SaaS Technical Review 10

Sales Hacker

OCTOBER 7, 2021

Women in sales often have a polarizing experience. In the Sales Hacker video series Aha Moments , I asked 10 women: “What is one ‘aha moment’ you’ve had in your sales career?”. The conversations that followed were so authentic and encouraging that we decided to expand this conversation to other badass women in the sales world.

Scale 130

Scale Sales Recruiting Sales Hiring VP of Engineering 130