SaaStr

JUNE 7, 2023

In an eye-opening workshop, WorkRamp CEO Ted Blosser shares how to overcome setbacks, trust your customers, and defy traditional wisdom to carve out a path to growth. SaaStr Workshop Wednesdays are LIVE every Wednesday. In one year, WorkRamp improved gross retention by 11%. Sign up for free. Every Wednesday at 10 a.m.

Scale 192

Scale Scaling SMB Marketing 192

Valuize Consulting

AUGUST 19, 2021

Net Dollar Retention Is The Gold Standard Of Customer Success Measurement. Few metrics yield as much insight and impact on a company’s valuation as Net Dollar Retention (NDR). Given its importance, are you optimizing each element of the NDR formula and empowering your team to drive market-leading Net Dollar Retention?

Retention 52

Retention Metrics Churn Customer Success 52

Valuize Consulting

AUGUST 19, 2021

Net Dollar Retention Is The Gold Standard Of Customer Success Measurement. Few metrics yield as much insight and impact on a company’s valuation as Net Dollar Retention (NDR). Given its importance, are you optimizing each element of the NDR formula and empowering your team to drive market-leading Net Dollar Retention?

Retention 52

Retention Metrics Churn Customer Success 52

SaaStr

DECEMBER 21, 2023

At Workshop Wednesday, held every Wednesday at 10 a.m. In practice, you take the valuation of a business and divide it by some metrics to get a multiple. Most commonly, the metric for software is forward revenue — Next 12 Months (NTM). By what margin? And as the growth rate goes up, multiples come down.

SaaS 246

SaaS Software Metrics Revenue 246

SaaStr

NOVEMBER 14, 2023

At a recent Workshop Wednesday, held every Wednesday at 10 a.m, Rather than compensating based on ARR, it’s based on a volume and quality-based metric. In this approach, you’re paying a lot to reps for retention. Moving from a traditional SaaS to a pure consumption model was a challenging but fun transition for MongoDB.

Compensation 169

Compensation Sales Azure AWS 169

SaaStr

MARCH 7, 2023

General Partner of ICONIQ Growth, Doug Pepper, and General Partner and Head of Analytics, Christine Edmonds, joined us for Workshop Wednesday , held live every Wednesday at 10 a.m. Companies are giving price breaks this year to reduce churn and increase retention, with the caveat that it might go up next year. Now we’re back to normal.

Outsourcing Services 169

Outsourcing Services Scaling Venture Capital Forecasting 169

SaaStr

MARCH 12, 2024

All those acquisition prices you see on social media and in the news may look like a lot, yet they also have strings attached, with most being tied to retention. 2 Hit Your Metrics Another thing is milestones. Hit your metrics. 3 Get Back in the Arena At Google, most founders left well before their vesting was up.

Software Review 218

Software Review Technical Review Acquisition Scale 218

SaaStr

OCTOBER 17, 2023

If you’ve raised venture capital, you know net revenue retention is important. At last week’s Workshop Wednesday — every Weds at 10 a.m. The most underrated metric at this stage is time-to-value. As such, time-to-value is the most underrated metric in SaaS. Issues can lurk behind impressive metrics. Everything!

Scale 169

Scale Sales Hiring Customer Success Scaling 169

Casey Accidental

AUGUST 13, 2018

Today, Reforge announced their three upcoming programs this fall: 1) The Retention + Engagement Deep Dive program. I worked closely with Brian developing this program, which looks at every aspect of retention including activation, engagement, resurrection, and churn. But moving the needle on retention is hard.

Retention 45

Retention Construction B2C Leadership 45

Casey Accidental

AUGUST 13, 2018

Today, Reforge announced their three upcoming programs this fall: 1) The Retention + Engagement Deep Dive program. I worked closely with Brian developing this program, which looks at every aspect of retention including activation, engagement, resurrection, and churn. But moving the needle on retention is hard.

Retention 40

Retention Construction B2C Leadership 40

Buffer Resources

MAY 9, 2024

This engagement can translate into higher productivity and retention. Offer training : Consider organizing workshops (or paying for existing ones) to help employees understand how their contributions boost the brand. 💡 Learn more about encouraging employee's personal brands.

Social Media 120

Social Media AI Search Branding Engagement 120

Intercom, Inc.

DECEMBER 16, 2019

Improved customer retention and expansion. In a study from consulting firm TOPO , marketers reported that ABM improves upsell and cross-sell (81%), lifetime value (80%), and retention rate (75%), as compared to traditional tactics. You’ll also need to track new types of metrics like account coverage and reach. Source: TOPO ).

Scale 189

Scale Marketing Business B2B 189

Totango

FEBRUARY 28, 2020

Analyzing customer success metrics. Analyzing Customer Success Metrics. Closely following your customer’s day-to-day growth with your product yields a range of metrics you can use to guide customer engagements. This makes customer retention critical. Anticipating customer need . Nurturing customer growth.

Engagement 93

Engagement Strategy Customer Lifetime Value Customer Success 93

SaaStr

MARCH 31, 2024

They talk about the culture code that was created in HubSpot’s early days and how they have continued to have strong retention rates and overall happiness in their employees. But first, I just wanna talk about employee retention for a minute. With that said, you have to create a delicate balance on retention.

Part-Time CTO 258

Part-Time CTO CTO Hire CTO Coach CTO 258

FastSpring

JANUARY 26, 2024

The realization of value in the product by meeting customer’s goals will endear the product and the company to customers, increasing retention and therefore ARR. So what are the key metrics that the customers are looking to impact or improve? And as a result, increased productivity, increase staff retention, etc.

Customer Success 156

Customer Success VP of Engineering Payments Payment Methods 156

ProfitWell

AUGUST 6, 2020

Remember the other day when we were talking about bananas and value metrics? TLDR: We established the importance of having a value metric, which is what you charge for example, per 100 videos or for a banana’s case… how filling the fruit is. If you’re going to use a value metric, you might as well use a value-based pricing strategy.

Pricing 87

Pricing Strategy Technical Review B2B 87

Valuize Consulting

SEPTEMBER 10, 2021

Through an organization-wide customer journey mapping workshop, outline all of your customer’s major milestones and outcomes from their perspective. In order to gain enthusiastic support from Senior Leadership, you need to speak their language of numbers and metrics.

Customer Success 52

Customer Success Scale Government Customer Lifetime Value 52

Valuize Consulting

SEPTEMBER 10, 2021

Through an organization-wide customer journey mapping workshop, outline all of your customer’s major milestones and outcomes from their perspective. In order to gain enthusiastic support from Senior Leadership, you need to speak their language of numbers and metrics.

Customer Success 52

Customer Success Scale Government Customer Lifetime Value 52

Chart Mogul

JUNE 16, 2023

It’s a mix of metrics and priorities that we continually refine and reevaluate but at the end of the day we always come back to the fundamentals: ROI, brand awareness, and engagement. Inside attendees could find key SaaS insights and benchmark their own company’s metrics against over 2,000 SaaS businesses.

Strategy 52

Strategy SaaS Benchmarks Travel 52

Casey Accidental

FEBRUARY 8, 2022

Retention & Engagement. A deep dive on how to understand, measure, and improve retention through activation, engagement, and resurrection. Cross-Functional Growth: Growth Series , Advanced Growth Strategy , Retention & Engagement , Monetization & Pricing , Experimentation & Testing. Retention & Engagement.

CTO Coach 52

CTO Coach CTO Hire New CTO Scale 52

Baremetrics

JUNE 26, 2020

Customer retention Another metric you can tie back to customer onboarding is churn. Webinars & workshops One thing I’ve learned throughout my years as a marketer is that people learn differently. And then you’ll have some who prefer webinars/workshops. They would pre-record webinars and treat them like live workshops.

Onboarding 99

Onboarding SaaS Churn Social Media 99

User Pilot

AUGUST 31, 2023

They organize webinars , podcasts, workshops, and other events to attract potential customers. After conversion, this team continues to focus on customer retention and success, ensuring that customers achieve their goals with the SaaS product and remain satisfied over the long term. The key metrics to track include CAC, LTV, and ARPU.

Acquisition 110

Acquisition SaaS Payments Payment Methods Metrics 110

ChurnZero

OCTOBER 15, 2021

Net Revenue Retention (NRR) is an overnight sensation that’s been years in the making. Twenty years ago, when I did my first big round of funding for a different company, NRR was an “Oh, by the way” metric. Then, by the third meeting, they said, ‘Oh, by the way, what are your customer metrics?’ NRR becomes red hot (watch out).

Customer Success 97

Customer Success Benchmarks Scale Underperforming Technical Team 97

Frontegg

NOVEMBER 4, 2021

Sam’s growth team at OpenView is helping dozens of companies to elevate their conversion and retention metrics today. #8 Make sure you check out his website to gain access to exclusive lectures, articles, tutorials, and workshops. 8 – Mickey Alon. Co-Founder and CTO at Gainsight (Former GVP of Engineering at Marketo).

Social Media 52

Social Media CTO Coach Technical Review New CTO 52

SmartKarrot

APRIL 4, 2023

To develop and enhance areas that have significant retention impact, you will work closely with the CS Ops Manager, CS Ops Analysts, CSMs, BT Team, Data Teams, and leadership throughout the business. Use adoption and relationship metrics to manage client health; foresee hazards and create account retention strategies.

Customer Success 19

Customer Success Scale Traceability Outsourced Development 19

CustomerSuccessBox

FEBRUARY 27, 2019

At the start, it is not feasible to focus on several KPIs like retention, onboarding, upsells etc. In such companies, a customer success leader defines the goals and the metrics that the customer success department has to follow in consultation with the senior leadership. So what should the focus be on?

Customer Success 65

Customer Success Leadership Consulting Churn 65

User Pilot

JUNE 13, 2022

Chaotic flow blog focuses on SaaS marketing, SaaS sales, SaaS metrics, and cloud computing. You will find articles on SEO, customer retention , channel marketing, demand generation, and more. His blog focuses on product marketing, SaaS metrics, sales enablements, and customer marketing. Product Marketing Alliance.

Venture Capital 52

Venture Capital SaaS Data Scale 52

SmartKarrot

MARCH 3, 2022

Role: Director, Customer Success Location: Remote, Chicago, IL, US Organization: Limeade As a Director of Customer Success, you will lead and manage a team of remote SAEs focused on enterprise customers while maintaining high levels of employee engagement, customer satisfaction, revenue retention, and growth.

Customer Success 19

Customer Success Scale Sales Hiring Technical Review 19

SaaStr

MARCH 6, 2020

This session from Showpad CMO Theresa O’Neil will outline a practical approach to growing revenue and retention by aligning sales, marketing, and customer success. So there was a few key metrics and learnings from 1.0 This episode is sponsored by TaxJar.

Scale 218

Scale Sales Hiring Sales Recruiting Underperforming Technical Team 218

CustomerSuccessBox

FEBRUARY 2, 2022

CSMs should be compensated for promoting upsells, either through a net churn revenue metric or a bonus for supplying qualifying leads. For example, your clients would have completely different experiences if one Customer Success team gets a reward for retention while the other for client engagement.

Acquisition 52

Acquisition Development Team Review Systems Review Customer Success 52

SmartKarrot

APRIL 4, 2023

To develop and enhance areas that have significant retention impact, you will work closely with the CS Ops Manager, CS Ops Analysts, CSMs, BT Team, Data Teams, and leadership throughout the business. Use adoption and relationship metrics to manage client health; foresee hazards and create account retention strategies.

Customer Success 15

Customer Success Scale Traceability Outsourced Development 15

SmartKarrot

FEBRUARY 9, 2023

Promote user adoption through a variety of touchpoints, such as workshops, product roadmap discussions, training, and forming connections with a number of champions and power users. Promote a culture and metrics centered on customer satisfaction and responsiveness. Draw in and keep excellent talent.

Customer Success 19

Customer Success Sales Recruiting Technical Review Outsourced Development 19

SmartKarrot

OCTOBER 18, 2021

Role: VP Customer Success Location: Irvine, CA, US (Hybrid) Organization: IntelligenceBank As a VP of Customer Success, you will achieve business targets for upsell, product usage and engagement, retention ARR and churn prevention for the North American region. Achieve a set KPI such as a number of clients called, retention target, etc.

Sales Recruiting 19

Sales Recruiting Customer Success Payment Services Payment Facilitation 19

Andreessen Horowitz

FEBRUARY 12, 2024

This has more to do with retention issues and less to do with raising new capital. We have a lot of different metrics that we track internally so that we can make sure that we’re keeping a good balance and that there are certain parts of the work that we do that aren’t forgotten or left behind in the heat of the moment.

Sales Recruiting 82

Sales Recruiting Technical Advisors Sales Hiring Underperforming Technical Team 82

SmartKarrot

JUNE 11, 2021

SuccessHacker Certifications and Training Workshops. Helmed by industry CS leaders such as Todd Eby, James Scott, Andrew Marks, and Aaron Thompson, SuccessCoaching offers multiple workshops and online training programs for customer success professionals. You will also get access to fast-paced, dynamic, problem-solving workshops.

Customer Success 22

Customer Success Sales Hiring Technical Review Scale 22

SaaStr

MAY 8, 2020

What other strategies has Jessica seen work really well for retention? Our company, Catalyst, a customer success platform, has been offering trainings, not only to customer success managers, but to so many other functions like support and product, since customer success and retention is so critical in this time cross-functionally.

Sales Recruiting 181

Sales Recruiting Technical Review Sales Hiring Outsourced Development 181

Baremetrics

JUNE 2, 2021

We recommend just a few success metrics (properties) that reflect user progress. Workshops or other collaborative meetings, when customers get together to do work in real time. But before you introduce any improvements, start measuring what you currently have. The key is to understand where the users are in their journey.

Customer Success 89

Customer Success Scale SaaS Social Media 89