User Pilot

AUGUST 15, 2021

A key reason why customer engagement metrics are important to successful SaaS businesses. In this article, we will walk you through ten important user engagement metrics to measure. What are customer engagement metrics? This is how you know where to focus your attention to improve retention rates. Let's get started!

Engagement 98

Engagement Metrics Scale SaaS 98

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

Clouded Judgement

JANUARY 6, 2023

We know software is impacted from macro - but how bad will it get? Given most software companies are not profitable, or not generating meaningful FCF, it’s the only metric to compare the entire industry against. Companies that do not disclose subscription rev have been left out of the analysis and are listed as NA.

Cloud 130

Cloud Azure AWS Underperforming Technical Team 130

CustomerSuccessBox

JUNE 17, 2022

How unfortunate is it to see a subscriber canceling their recurring payment! This enables your product team to identify and track engagement data and optimize the product. It lets you go beyond those vanity metrics and tie the data back at every step of the customer journey. Track and Measure Metrics and KPIs.

Churn 52

Churn SaaS Payments Underperforming Technical Team Payment Features 52

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 98

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 98

ProfitWell

MARCH 12, 2020

The subscription-based economy boom has brought with it more competition than ever before, raising the bar for companies trying to offer recurring products or services to their customers. However, behind the boom lies the rising consumer demand for subscriptions. Payment processing. Customer support. Bookkeeping.

SaaS Payments 59

SaaS Payments Subscription Payment Features Payments 59

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

ChurnZero

OCTOBER 5, 2022

This is a guest blog contributed by Emily Ryan, chief client officer at Valuize , a B2B consulting company that helps industry-leading technology organizations supercharge their customer lifecycle to drive best-in-class net dollar retention. To create an actionable scorecard, you need to collect the most relevant metrics.

Underperforming Technical Team 94

Underperforming Technical Team Payment Services Payment Methods Scale 94

Totango

JULY 8, 2021

To move away from this pattern, we suggest organizations put in place an early customer warning system that enables their customer success team focus on proactive customer retention. We find this solution works best for teams operating in a high- to medium-touch engagement model. How to Build An Early Customer Warning System.

Systems Review 65

Systems Review Underperforming Technical Team Payment Features Churn 65

User Pilot

AUGUST 31, 2023

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. You can track retention of your preferred segments in 90 days by default, but you can also select other time ranges. Retention analysis in Heap.

Software Review 104

Software Review Technical Review Underperforming Technical Team Retention 104

FastSpring

APRIL 26, 2022

Last week, I canceled an annual SaaS subscription (I had three weeks left until renewal). Interestingly, even though I paid for a year-long subscription, the company didn’t let me keep the last three weeks of access to its premium features. This action will immediately downgrade your subscription. What Is Negative Churn?

Benchmarks 139

Benchmarks Churn Payments SaaS Payments 139

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 119

Sales Funnel Outsourcing Services Underperforming Technical Team Social Media 119

User Pilot

APRIL 7, 2023

When your product is catering to other businesses, it can be difficult for sales reps and other teams to understand the needs and experiences of the clients, especially if the client company sells multiple products. However, customer insights can help your teams understand all aspects of your B2B partners. An example is shown below.

B2B 98

B2B Underperforming Technical Team B2C Scale 98

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. Metrics: What’s your target win rate for sales opportunities? . How to Develop a Customer Acquisition Strategy. Plain and simple.

Acquisition 59

Acquisition Scale Strategy Software Review 59

User Pilot

MARCH 26, 2023

Dave McClure’s Pirate Metrics. Improve funnel metrics and optimize conversion rate So what is your conversion funnel analysis telling you? To have a better understanding, you can track funnel metrics , like trial-to-paid conversion rate, etc., to identify the underperforming funnel stages and the issues.

Underperforming Technical Team 98

Underperforming Technical Team User Experience Customer Lifetime Value Retention 98

Frontegg

AUGUST 19, 2021

Users don’t want to write emails or engage with support teams anymore. Onboarding, user management, subscriptions – let’s take a closer look at the potent self-service and PLG combo. This results in constant engagement with support and sales teams, something that puts them under pressure and leads to frustration.

SaaS Payments 98

SaaS Payments Payment Services Payment Solutions Underperforming Technical Team 98

Chart Mogul

OCTOBER 3, 2019

This is where the value of subscription metrics comes to the fore — and specifically the customer acquisition cost (CAC) and the customer lifetime value (LTV). Every team has their own slightly different way of calculating the cost of customer acquisition. Note: This article covers CAC in detail. How to calculate CAC.

Acquisition 91

Acquisition Underperforming Technical Team Startup Customer Lifetime Value 91

Natalia Luneva

JANUARY 13, 2021

However, the subscription business model can’t survive if you keep on acquiring new custo mers but the old ones keep on walking away. How to calculate this metric and what’s the average SaaS churn rate? Tracking your customer retention and churn metrics help you understand your growth opportunities.

SaaS Payments 105

SaaS Payments Payment Methods Churn Payment Services 105

ProfitWell

MARCH 2, 2020

The subscription economy is built on relationships. A customer success strategy is also one of the most important tools that SaaS and subscriptions have for boosting retention rates. When a customer encounters an issue with a product or service, they’ll reach out to a customer service/support team to resolve them.

Customer Success 72

Customer Success SaaS Payments Strategy Payment Services 72

Valuize Consulting

DECEMBER 7, 2021

In the subscription economy, there’s no debate about whether or not to invest in Customer Success (CS); 70% of rapidly growing businesses say that Customer Success is extremely important ( Hubspot , 2017). When it comes to budget, organizations often haven’t established where the investment is coming from to fund the CS team.

VP of Engineering 98

VP of Engineering Customer Success Sales Hiring Interviewing 98

Totango

OCTOBER 20, 2021

This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. Organizations that prioritize optimizing customer journeys will enjoy greater customer satisfaction, retention and brand advocacy.

Scale 95

Scale Underperforming Technical Team Benchmarks Onboarding 95

SaaStr

SEPTEMBER 12, 2019

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. Its product drives the acquisition, retention and expansion. I have a team of people who work on numbers. But it worked.

Investment 100

Investment Underperforming Technical Team Sales Hiring Software Review 100

User Pilot

MARCH 15, 2022

Focusing on the proper metrics at this stage is crucial to how successful or bad your GTM plan will be. This go-to-market plan is used by product marketers and their team to ensure you smoothly launch your product to the right customers at the right time and stand out from the competition already existing in the market.

Strategy 98

Strategy Marketing SaaS Customer Lifetime Value 98

Chargify

OCTOBER 4, 2017

Managing offers, reliable billing, and subscription lifecycle management is complex, creating an iceberg effect for companies that decide to tackle it on their own. It allows us to upgrade, downgrade, or cancel a client’s subscription easily. Below, we’ll shed some light on the great buy vs. build debate. costs money and 2.

Merchant Services 51

Merchant Services Subscription Payment Features SaaS Payments 51

OPEXEngine

OCTOBER 5, 2021

The shift to cloud-based subscription models is creating even more value in a thriving sector. 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. Sticky after all. Four ways to drive value.

Software Review 52

Software Review DevOps as a Service Software Underperforming Technical Team 52

User Pilot

JULY 22, 2023

Find trends by collecting quantitative and qualitative data, through heatmaps , feature tags, surveys , and talking to support teams. Mixpanel is a product analytics tool that provides flow, impact, funnel, and retention analysis. Product teams gather and analyze this data to gain insights into customers’ behavioral patterns.

Customer Lifetime Value 98

Customer Lifetime Value Software Review Underperforming Technical Team Trends 98

User Pilot

AUGUST 31, 2023

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. You can track retention of your preferred segments in 90 days by default, but you can also select other time ranges. Retention analysis in Heap.

Software Review 59

Software Review Technical Review Underperforming Technical Team Retention 59

Valuize Consulting

APRIL 8, 2022

As a revenue leader, are you empowering and incentivizing all of your customer-facing teams to drive maximum NDR in your organization? Driving Net Dollar Retention (NDR) cannot be the sole responsibility of your Sales, Customer Success or Renewals department alone. Evolve Your SaaS Revenue Model For Maximum NDR.

Innovation 52

Innovation Underperforming Technical Team Outsourced Development Compensation 52

Totango

OCTOBER 20, 2021

This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. Organizations that prioritize optimizing customer journeys will enjoy greater customer satisfaction, retention and brand advocacy.

Scale 74

Scale Underperforming Technical Team Benchmarks Onboarding 74

Sales Hacker

MAY 10, 2021

The customer journey from acquisition to retention has to be seamless. To create an effective and efficient sales funnel, your sales and customer support teams need to be well trained and in sync with each other. This guide will look at how you can include the support team in the sales process. Reduce churn.

Customer Support 63

Customer Support Underperforming Technical Team Sales SaaS 63

CustomerSuccessBox

MAY 25, 2022

Customer retention is an essential component of any successful B2B SaaS firm. You’ll see higher retention and upsell with a good and well-planned onboarding strategy in place. You’ll see higher retention and upsell with a good and well-planned onboarding strategy in place. A poor transition upsets CS professionals.

Onboarding 52

Onboarding Underperforming Technical Team SaaS Social Media 52

CustomerSuccessBox

APRIL 7, 2022

Puneet Kataria shares his experience and observation on how customer success teams can be agile in the Customer Success Vodcast hosted by tl;dv! Every customer success team during the onboarding, buzz around the term “Early value”, the question is how does it all start and even delivered? You can listen to the full vodcast here.

Onboarding 52

Onboarding SaaS Payments Payment Methods Scale 52

Totango

OCTOBER 20, 2021

This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. Organizations that prioritize optimizing customer journeys will enjoy greater customer satisfaction, retention and brand advocacy.

Scale 62

Scale Underperforming Technical Team Benchmarks Onboarding 62

Chart Mogul

OCTOBER 3, 2019

This is where the value of subscription metrics comes to the fore — and specifically the customer acquisition cost (CAC) and the customer lifetime value (LTV). Every team has their own slightly different way of calculating the cost of customer acquisition. Note: This article covers CAC in detail. How to calculate CAC.

Acquisition 52

Acquisition Startup Underperforming Technical Team Customer Lifetime Value 52

ProfitWell

JANUARY 6, 2020

If you don’t have product-market fit, you could be advertising to the wrong buyer personas and attracting the wrong buyers, leading to higher churn and poor retention. A high churn rate might be indicative of poor product-market fit. He said by 2017, the team had reached 14 people. The metrics to track product-market fit.

Product Marketing 52

Product Marketing Underperforming Technical Team Marketing Advertising 52

Chart Mogul

APRIL 29, 2021

We spend most of our waking hours thinking about how to build a reliable, beautiful product that helps subscription businesses grow faster using their customer and billing data. And importantly, our retention rate for these customers is high. Our SDR team strived to contact 40 new accounts/week with highly personalized 1-1 messaging.

Scale 59

Scale Sales Hiring Strategy Underperforming Technical Team 59

ProfitWell

NOVEMBER 12, 2019

Building a strong pricing strategy starts with hiring a professional team to conduct a pricing audit. A pricing audit assesses your subscription business’ pricing process to ensure consistency across similar accounts, maximize profitability, and benchmark against other companies. Retention. Identify weaknesses and opportunities.

Payments 45

Payments Pricing Underperforming Technical Team SaaS Payments 45