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Dear SaaStr: Which Tactics Always Work to Drive Down Churn, and Drive Up Retention?

SaaStr

Dear SaaStr: Which Tactics Always Work to Drive Down Churn, and Drive Up Retention? We already discussed this a bit above, but make driving down churn and drive net retention up a Top 5 company goal. I see many SaaS start-ups with mediocre retention with … mediocre NPS (20-30). Churn is a bummer, and high churn is bad.

Churn 270
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Dear SaaStr: How Should I Calculate Gross Dollar Retention For Our Investors?

SaaStr

Dear SaaStr: How Should I Calculate Gross Dollar Retention For Our Investors? Gross Dollar Retention (GRR) is a critical metric for SaaS businesses, especially when presenting to investors. It tells them how much of your revenue base you’re retaining, excluding any upsells or expansions. SMB, mid-market, enterprise).

Retention 185
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Product-Led Growth Is Great. But Product-Led Retention Is Probably Even More Important.

SaaStr

But with everyone discussing PLG, there just isn’t enough discussion in B2B of Product-Led Retention. But our B2C friends obsess about Product-Led Retention. I’m not saying the best product leaders don’t think about retention all the time at the product-level. But that’s not really Product-Led Retention.

Retention 317
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A Look Back at Q1 '25 Public Cloud Software Earnings

Clouded Judgement

net retention and CAC payback). In simpler terms — if you had 10 customers 1 year ago that were paying you $1M in aggregate annual recurring revenue, and today they are paying you $1.1M, your net revenue retention would be 110%. Net new ARR added was down 28% from Q1 last year.

Cloud 277
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The Next Evolution in Subscriptions and Recurring Payments

Learn the crucial strategies for building scalable, secure, and seamless recurring payment infrastructure to boost customer retention and fuel growth. Discover how recurring payments are reshaping industries beyond simple subscriptions, driving a $1.5 trillion market.

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9 Key Methods to Foster Exceptional Customer Retention

The Daily Egg

If you are responsible for customer retention, and you dont have 5-6 initiatives in-progress, you are headed down a dark road. Say the customer retention. The post 9 Key Methods to Foster Exceptional Customer Retention appeared first on The Daily Egg.

Retention 240
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Top 10 Interesting Learnings From Figma’s IPO Docs … That You May Have Missed

SaaStr

Customer Cohort Durability: 96% Gross Retention While everyone focuses on the 132% Net Dollar Retention, the 96% Gross Retention Rate for customers above $10K ARR is remarkable. In an era of software consolidation and budget scrutiny, Figma has achieved near-permanent customer status—once teams adopt it, they don’t leave.

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SaaS Business Fundamentals: How Decline Codes Impact Failed Payment Recovery

Understanding your decline reason make up can be a game changer when it comes to improving retention and revenue. Download this guide to discover: Why not all decline codes are equal Tailoring your recovery strategy for each decline reason can significantly improve retention.

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A Solution for Every Type of Churn: Solving Involuntary SaaS Churn

Caused by failed payments, this overlooked source of friction quietly erodes both customer retention and revenue. How is your SaaS business addressing involuntary churn? It leads to revenue losses and can be the largest source of churn, yet your company may not be taking it seriously.

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Outrun Your Competition: Best Practices for Accelerating Sales Processes

Dig into our data-backed guide to learn: Proven methods for warming up cold calls Coaching points for responding to price pressure early and often Front-line examples of how to win the battle for customer retention

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Why Product Led Growth is a Customer Success Responsibility

As the eyes and ears of an organization, Customer Success can drive acquisition, expansion, and retention. But without a clear understanding of a product’s capability, or the value it creates for customers, churn is unavoidable.

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SaaS CX: The Optimal Failed Payment Recovery Strategy

Maintaining a positive customer experience during payment recovery is key to minimizing churn and improving retention. This situation worsens if your recovery strategy treats the customer as the problem. The result? Costly customer churn.

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Choosing the Right Tech Stack –– The Only Way to Grow

Speaker: Pulkit Agrawal - CEO and Co-Founder of Chameleon

Tools to use throughout the customer journey to help you increase activation, retention, and loyalty. In this can't-miss webinar, join Pulkit Agrawal, CEO and Co-Founder of Chameleon, to learn: How to justify purchasing the best tech stack (and how to choose the right one). How to choose the right products for your company.

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Stop Investing in Forgettable Learning Events

Download this whitepaper to find out how to leverage online product sales training platforms to increase retention and improve ROI––and stop investing in unforgettable sales events. Engage reps who may not pay attention, leave sessions early or simply skip classes if they perceive it to be boring or low value?

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Building Product to Enhance Customer Support: The Key to Customer Retention in an E-commerce Business

Speaker: Bhavana Angadi, Senior Product Manager at Hopscotch (Demand & Growth) | Former Product Manager at Bigbasket

If you were to ask an E-commerce Product Manager what they would do to increase retention, they might suggest improving engagement by personalization/gamification, or by introducing loyalty programs. This begs the question: what’s the best way to increase customer retention? How to build effective Self-Service mechanisms.