SaaStr

MARCH 20, 2024

Learnings as a Partner at Founders Fund Some nuances prevent deals from happening that Sam wasn’t aware of at the beginning. When those outcomes are achieved, the hire gets their headcount. You have to find someone willing to visit customers in person and sell themselves. Ideally, they won’t churn six months out.

Sales Hiring 245

Sales Hiring Sales Recruiting Scale Headcount 245

Intercom, Inc.

JUNE 2, 2021

What outcome does the customer want? . What problems currently exist that prevent them from achieving it? . A well-crafted problem statement ensures the team shares an understanding of the core problem your customers are facing. My team recently took ownership of our Customer Support channel strategy.

Innovation 251

Innovation Investment Sales Recruiting Strategy 251

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Data 91

Data Finance Enterprise Interviewing 91

User Pilot

MARCH 15, 2024

TL;DR Data-driven analytics describes the process of collecting, analyzing , and interpreting customer data to help organizations make better-informed product and strategic business decisions. This improves customer satisfaction and retention. Data collection comes next.

Data 95

Data Data Analysis SaaS Software Review 95

User Pilot

JANUARY 7, 2024

Use reverse trials to increase the number of paying customers. Improve retention to increase customer LTV and future revenue growth rate. Increase new customers with referral programs. Your recurring revenue figure indicates your company’s ability to attract and retain customers. Why is revenue growth important?

Revenue 105

Revenue SaaS Churn Onboarding 105

User Pilot

JULY 17, 2023

Do you want to learn how to use data analytics to improve customer experience? Many SaaS founders agree that customer insights are a key driver of product growth. After all, analyzing customer data can help you identify areas to improve upon and anticipate customer behaviors. Uncover customer behavior and preferences.

Data 98

Data Customer Lifetime Value Retention Churn 98

Casey Accidental

JULY 17, 2023

While the pessimist would argue B2B subscriptions business actually aren’t that good either and more so looked good during a zero interest environment where “seat growth” was a given for most of your customers. But more importantly, when customers do grow, they create a phenomenon known as net dollar retention. Churn will be higher.

Payment Solutions 98

Payment Solutions Payments Subscription Payment Features 98

User Pilot

DECEMBER 6, 2023

TL;DR Experience-led growth (ELG) is a business strategy prioritizing outstanding customer experience as the main driver of growth. Just like product-led and marketing-led growth, it recognizes the importance of retaining customers to achieve sustainable growth. In ELG, the customer experience drives growth.

Customer Lifetime Value 82

Customer Lifetime Value Scale Underperforming Technical Team Retention 82

Totango

JUNE 8, 2022

OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations. Enable Digital-First Customer Success.

Scale 87

Scale Scaling Revenue Customer Success 87

User Pilot

MARCH 14, 2023

Customer data segmentation helps businesses create tailored marketing plans around each customer’s needs, leading to better customer retention. For instance, you may segment by customer profile or buyer persona to help you personalize the onboarding experience. Types of data segmentation techniques.

Data 97

Data SaaS Scale Onboarding 97

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. In fact, customer education helps scale Customer Success , as the company scales business. .

Education 98

Education Customer Success Underperforming Technical Team Scale 98

User Pilot

JANUARY 15, 2024

Your custom SaaS dashboard should provide actionable data and be as automated as possible. Key metrics to include in your dashboards include retention rates, user stickiness, monthly active users, conversion rates, customer acquisition costs, customer lifetime value, and monthly recurring revenue. Customization.

Metrics 101

Metrics SaaS Customer Lifetime Value Retention 101

Baremetrics

AUGUST 17, 2021

Customer attrition is the term used to describe the loss of paying customers from a business. Customer attrition is also called customer churn and is often considered a natural part of business evolution. The big question is this: Did the customer stop voluntarily or involuntarily? Table of Contents.

Artificial Intelligence 95

Artificial Intelligence Payments SaaS Payments Payment Services 95

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. We’ll walk you through a five-step strategy to promote customer success using playbooks.

Customer Success 86

Customer Success Onboarding Construction Retention 86

Totango

JANUARY 26, 2021

Being proactive about churn prevention provides an antidote to customer attrition. Utilizing technology makes it one of the easiest ways to keep more customers. What Is Churn Rate and How Does It Relate to Customer Retention? What Is Churn Rate and How Does It Relate to Customer Retention?

Churn 89

Churn Retention Underperforming Technical Team Technical Review 89

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. Define what customer health looks like for your business. Length of the relationship.

Underperforming Technical Team 94

Underperforming Technical Team Payment Services Payment Methods Scale 94

Totango

OCTOBER 27, 2021

There are a number of reasons why a customer may ghost you. Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . What to Do When a Customer Ghosts You. How to Prevent Being Ghosted.

Customer Success 90

Customer Success Engagement Communication Metrics 90

Totango

MARCH 3, 2020

Attracting new customers is always cause for celebration, but in today’s customer-centric economy, it is not enough to bring in fresh faces. You need to justify your existence to customers at every step, including during onboarding. Once new customers are onboarded, you need to retain them. What Causes a High Churn Rate?

Churn 84

Churn Systems Review Retention Technical Review 84

Valuize Consulting

APRIL 28, 2022

Churn: SaaS Growing Pains. In the recurring revenue world, churn scales with your business. The more your business grows and expands, the more churn you’ll experience. While some churn is expected, it must be kept at a manageable level in order to maintain a healthy customer retention rate.

Churn 52

Churn Retention Scale B2B 52

Totango

FEBRUARY 2, 2021

Customer success plans provide you with a powerful tool to help clients achieve their goals. Follow our simple three-step strategy for developing winning customer success plans: Agree on mutual goals with your customer. Here are some tips on how to put these steps into practice and become a success partner for your customers.

Customer Success 127

Customer Success Software Review Systems Review Benchmarks 127

Valuize Consulting

APRIL 21, 2023

The Data-Driven Economy Cutting-edge Customer Intelligence and impactful customer insights are powerful competitive advantages in the new subscription economy. With so much customer data available in enterprise organizations, a thorough and thoughtful approach to your customer intelligence efforts is more important than ever.

Systems Review 52

Systems Review Technical Review Outsourced Development Forecasting 52

User Pilot

JULY 12, 2021

How much does your business stand to gain from using customer retention analytics? While acquiring new customers is crucial, it’s important not to neglect the ones you already have. Effective retention takes more than just using your intuition to determine what will keep customers satisfied.

Retention 98

Retention Technical Review Software Review Churn 98

User Pilot

FEBRUARY 26, 2023

Looking for some great customer retention survey questions to include in your feedback form? Customer retention surveys are the lens through which you can see how people are feeling about your brand. The goal is to get valuable insights into customers’ needs and use this information to improve retention. Look no further!

Retention 98

Retention Scale Underperforming Technical Team Churn 98

Totango

OCTOBER 27, 2021

There are a number of reasons why a customer may ghost you. Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . What to Do When a Customer Ghosts You. How to Prevent Being Ghosted.

Customer Success 71

Customer Success Engagement Communication Metrics 71

User Pilot

JANUARY 23, 2023

Wondering what customer success OKRs are and how they can help your customer success team flourish? With OKRs, you can develop clear strategies to promote product growth and effectively communicate them to your customer success teams. – Use different types of surveys to collect customer feedback.

Customer Success 90

Customer Success Software Review Onboarding Systems Review 90

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time. Define Customer Health Score.

Systems Review 65

Systems Review Underperforming Technical Team Payment Features Churn 65

Totango

NOVEMBER 25, 2020

The digital business landscape has made it so competitors can easily reach out to prospective customers with offers of enticing deals and promises of attentive service. What is Customer 360? . Customer 360 enables a complete look into the health of all your customers by aggregating important data into one central location.

Customer Success 107

Customer Success Technical Review Outsourced Development Churn 107

ChurnZero

OCTOBER 19, 2021

Although the quarterly business review purpose — to strategize and realign on customer goals — remains important, the somewhat inflexible timing of the QBR doesn’t speak to a new focus on driving continuous customer value. . Are these meetings the most beneficial they can be for your customers? Question the “Q” in QBR.

Business 98

Business Churn Customer Success Onboarding 98

Valuize Consulting

AUGUST 19, 2021

Net Dollar Retention Is The Gold Standard Of Customer Success Measurement. Factoring upgrades, downgrades and churn, NDR gives a clear picture of how much growth a company is able to generate from existing customers and, by extension, how satisfied those customers are with the value being delivered. Downgrades.

Retention 52

Retention Metrics Churn Customer Success 52

Valuize Consulting

AUGUST 19, 2021

Net Dollar Retention Is The Gold Standard Of Customer Success Measurement. Factoring upgrades, downgrades and churn, NDR gives a clear picture of how much growth a company is able to generate from existing customers and, by extension, how satisfied those customers are with the value being delivered. Downgrades.

Retention 52

Retention Metrics Churn Customer Success 52

User Pilot

JUNE 14, 2023

Looking to leverage the product feedback survey template to gather valuable insights from your customers? TL;DR A product feedback survey is a structured tool for gathering customer feedback on products or services. Smiley face customer satisfaction survey to gather user feedback using smiley faces to represent satisfaction levels.

Scale 97

Scale SaaS User Experience Market Research 97

User Pilot

DECEMBER 10, 2023

Looking for a good churn analytics tool and wondering which one of Heap, Amplitude, and Mixpanel is the best option for your SaaS company? There are plenty of tools for churn analytics on review sites, but they don’t make the choice any easier. Get a Userpilot demo for churn analytics and drive your product growth code-free.

Churn 52

Churn Software Review Technical Review Scale 52

Totango

OCTOBER 27, 2021

There are a number of reasons why a customer may ghost you. Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . What to Do When a Customer Ghosts You. How to Prevent Being Ghosted.

Customer Success 62

Customer Success Engagement Communication Metrics 62

ChurnZero

SEPTEMBER 23, 2022

Searches for customer retention peaked in early 2022. . Searches for customer churn neared their all-time high around the same period. . Companies couldn’t rest on their laurels; it was hold onto their customers or float into the abyss. . You can do that with an investment in Customer Success and customer education. .

Education 98

Education Customer Success Venture Capital Churn 98

Totango

JULY 19, 2022

How Your Customer Success Platform Can Replace Your CRM. Recurring-revenue businesses succeed by nurturing customer relationships over the entire lifecycle. However, a traditional CRM focuses just on the transaction stage of the customer relationship rather than cultivating growth across the entire customer journey.

Customer Success 89

Customer Success Acquisition Technology Churn 89

Totango

DECEMBER 16, 2020

Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Optimizing customer experience with personalization.

Trends 71

Trends Customer Success Artificial Intelligence Scale 71

User Pilot

JANUARY 23, 2023

It focuses on every aspect of the customer journey , from acquisition to retention. In contrast, traditional business marketing is opinion-based and focused strictly on customer acquisition. To create your growth marketing framework, you must understand your business and its challenges as well as customer pain points.

Growth Marketing 97

Growth Marketing Marketing Growth Hacking SaaS 97