SaaStr

AUGUST 25, 2020

Q: What is more important, getting new customers or customer retention? It’s a trick question, of course — the crazy high net negative churn of top SaaS companies means that of course retention matters more than new customers. And yet … there’s no point in doing customer retention if you don’t have enough customers. ??.

Retention 286

Retention Scaling Churn Engineering 286

Totango

JUNE 8, 2022

Recurring revenue models have taken over the world. Organizations who are proficient in scaling their recurring revenue models are what we at Totango like to call “customer success pacesetters.” In this article, we’ll discuss four key takeaways from their discussion and be sure to check out the full webinar below. .

Scale 87

Scale Scaling Revenue Customer Success 87

SaaStr

JANUARY 21, 2022

You might feel confused about where to begin, how to scale up, which mistakes you should avoid, and things you should consider before expanding. Now, let’s look at ten learnings that Dorian gathered while scaling Grammarly from a Consumer to an Enterprise brand with B2B offerings. Enter your email below for the latest SaaStr updates.

Scale 209

Scale SMB Enterprise Sales Hiring 209

SaaStr

SEPTEMBER 19, 2022

Rav Dhaliwal, Investor and Venture Partner at Crane Ventures , Lindsey Serafin, VP of Customer Success at Snyk.io , and Caitlin Sullivan, Director of Customer Success at Vanta, discuss what customer success is, who owns it, what customer metrics you should look at, and what you need to focus on if you want to scale digital customer success.

Sales Hiring 241

Sales Hiring Customer Success Scaling Construction 241

SaaStr

APRIL 24, 2022

SaaStr 548: How to Build a Super High-Retention Sales Team with Twilio SVP & GM of North America Sales, Alice Katwan. Navigating the CRO and CMO Relationship with G2 and SalesLoft: Mike Weir, Chief Revenue Officer, G2; Steve Goldberg, Chief Revenue Officer, SalesLoft; Amanda Malko, CMO, G2. Top Podcasts This Week: 1.

Sales Hiring 272

Sales Hiring Revenue Scale SMB 272

Chart Mogul

MARCH 23, 2023

Are you effectively expanding revenue from your existing customer base? And, is your poor retention the reason for your slower growth in 2023? If you’re unsure, check your retention metrics. Are you effectively expanding revenue from your existing customer base? If you’re unsure, check your retention metrics.

Retention 52

Retention Metrics Revenue Scale 52

SaaStr

OCTOBER 11, 2023

Monday has gone from $7m in 2017 to over $700m in revenue today, showcasing the sheer power of compounding revenue. Eran Zimman, monday.com’s co-founder and co-CEO, shares his secrets to scaling and growth in an unpredictable market. Big Brain was an internal tool to track revenue, marketing expenses, and usage of the product.

Scale 161

Scale Sales Hiring Scaling Banking 161

Intercom, Inc.

SEPTEMBER 10, 2020

Applying data and science to scaling has become easier because of the shift that’s happened in the software industry over the past 15 years, from outside sales to inside sales. A data-driven framework for scaling. Mark’s latest ebook, The Science of Scaling , outlines a precise framework for success.

Scale 226

Scale Scaling Sales Recruiting Sales Hiring 226

SaaStr

DECEMBER 15, 2021

SaaStr Scale 2021 is starting soon. 8:00 AM (50 MIN) – The Secrets to Building Your Marketing Engine To Drive Scale with Airtable CMO Archana Agrawal. 8:00 AM (40 MIN) – Top 5 Ways to Scale a Sales Team from the Team Who Had to Do It at Warp Speed with Zoom’s CRO Ryan Azus. LIVE TODAY! 7:00-8:00 AM PT.

Scale 227

Scale VP of Engineering Scaling SMB 227

SaaStr

JULY 13, 2022

Co-founder and CEO of Insider , Hande Cilingir, talks about what it takes to write a successful revenue growth story. She draws from personal experience scaling a global product company to $1B and shares common mistakes. The establishment of the enablement function is vital in scaling a business.

Scale 221

Scale Sales Hiring Revenue Marketplace as a Service 221

Totango

JANUARY 3, 2024

Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making.

Revenue 102

Revenue Operational efficiency. Scale Customer Success 102

Totango

SEPTEMBER 22, 2023

We believe these collaborations are cornerstones for enterprises to deliver seamless experiences for their customers and to create the interconnectedness with cross-functional partners and systems needed to drive long-term revenue growth.

Enterprise 113

Enterprise Revenue Scale Innovation 113

SaaStr

MARCH 27, 2024

Revenue Growth is Up Just 24%. HubSpot’s revenue growth of 24% (21% in constant currency) is basically equal to its net new customer count. Gross Retention in “The High 80s” So while NRR is down to about 100%, customers aren’t leaving. NRR Likely Down to Around 100%. GRR is more consistent. Pretty epic.

Scale 242

Scale Cloud Pricing Scaling 242

SaaStr

NOVEMBER 13, 2020

On December 8, join @Talend #CMO @LaurenV for a roundtable session at @saastr Scale 2020 "The Five Hardest #Marketing Decisions to Make and How to Get Them Right with Talend." Our next big digital mega-event SaaStr Scale is coming up soon, Dec 8-9!! Andrea Webb, SVP Customer Success and Retention, Solarwinds.

VP of Engineering 176

VP of Engineering Scale Scaling CTO 176

SaaStr

FEBRUARY 24, 2023

They initially double their ARR each year in scaling post $10M. Their net dollar retention (NDR) is consistently above 120% post $10M ARR. The revenue per FTE surpasses the spending around the $100M mark in ARR, and the trend continues to IPO where revenue growth doesn’t lead to an inflation of per-employee spend.

Scale 209

Scale Sales Hiring Scaling Venture Capital 209

User Pilot

DECEMBER 23, 2023

New user retention is essential for product success. It also explores: The difference between retention and churn The importance of tracking retention Various stages of user retention How to measure it effectively What retention metrics to track, and Tried and tested strategies to increase user retention.

Retention 104

Retention Customer Lifetime Value Social Media Churn 104

Chart Mogul

JUNE 1, 2023

Companies with best-in-class retention grew at least 1.8x In an uncertain market, customer retention is key. So if you are keeping a close eye on your retention metrics this year, you’re not alone. Retention is one of the most important metrics when building a successful SaaS business. What is customer retention?

Retention 90

Retention Metrics Benchmarks SaaS 90

SaaStr

OCTOBER 17, 2023

If you’ve raised venture capital, you know net revenue retention is important. PST — Former VP of Customer Success and current founder and Managing Partner at Success Venture Partners, John Gleeson, shares his lessons learned scaling customer success from $1M to $300M in ARR. Customer success is all about outcomes. Everything!

Scale 161

Scale Sales Hiring Customer Success Scaling 161

SaaStr

MARCH 9, 2022

During his SaaStr Annual presentation, Tom Clayton, CRO of Bill.com, shared his insights and advice for growing revenue streams to maximize business success. . Pursue Diverse Revenue Models. Sometimes, it takes innovative thinking to pull more revenue out of a current customer base or business model. The Five Key Growth Levers.

Revenue 243

Revenue Sales Hiring Leadership Scale 243

SaaStr

DECEMBER 14, 2022

Yamini Rangan, CEO at HubSpot, has many insights on how to serve SMB customers at scale. But because SMBs are rarely digital-first, their recent challenges allowed HubSpot to leverage their years of experience in marketing automation, as it became a core feature of how these companies worked to scale.

Scale 226

Scale SMB Scaling Innovation 226

Intercom, Inc.

JULY 28, 2022

And for Intercom’s VP of Sales EMEA, Sanj Bhayro , scaling is just what you need to invest in to ensure growth becomes as constant and linear as it can be. By the time he left to join Google Cloud as EMEA VP of Operations and Customer Growth, Salesforce had around 17 billion dollars in revenue and almost 50,000 employees.

Scale 210

Scale Scaling Sales Hiring Sales Recruiting 210

Mucker Capital

JANUARY 9, 2024

In this Mucker Growth session, Julius Lai from ArtShare d iscusses customer retention, which is often overlooked but essential for startups facing growth challenges. Customer retention is often considered a complex puzzle, but it can become more manageable when one comprehends the wealth of customer data available.

Retention 52

Retention B2C Scale Acquisition 52

Chart Mogul

MARCH 1, 2023

Retention isn’t a silver bullet, but in SaaS, it’s the closest thing to it. Why is retention so pivotal? What does good retention look like? And does higher retention mean higher growth? We analyzed it all in our inaugural ChartMogul SaaS Retention Report. Why is retention so pivotal? In contrast, 41.1%

Benchmarks 98

Benchmarks Retention B2C Business 98

Blulogix

FEBRUARY 19, 2024

This blog post delves into advanced strategies that can help subscription services foster deeper connections with their customers, thereby improving retention rates and fostering brand loyalty. Retention, on the other hand, focuses on maintaining these subscribers over time, turning them into loyal advocates for your brand.

Retention 52

Retention Engagement Strategy AI Search 52

Totango

APRIL 6, 2023

To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts. While CS is poised to be in the driver’s seat for retention and expansion, we believe that everyone across the enterprise plays a role in customer success.

Innovation 85

Innovation Scale Revenue Technical Review 85

SaaStr

FEBRUARY 27, 2023

Additionally, they had to figure out how they would sustain the revenue stream to retain the staff. They also hired a VP of Partners who knew how to scale B2B software. Something will inevitably go wrong when trying to scale your company the Storyblok way, but these tips can help you make them right: Trust your instincts.

Scale 198

Scale Sales Hiring Sales Recruiting Scaling 198

ChurnZero

OCTOBER 1, 2022

Emily Ryan: Something that’s interesting in the ecosystem today is we have a push for Customer Success at the B2B size and scale companies. ER: I actually did a webinar with a with a chief revenue officer about this very topic on whether blended sales and CSM accountabilities work, and how and when do you pull in a renewals function.

Scale 97

Scale Customer Success Revenue Retention 97

SaaStr

SEPTEMBER 2, 2023

. “Higher growth is generally associated with higher retention and vice versa. The higher a company’s retention, the easier it is to grow, as the company doesn’t have to replace as much lost revenue. T he impact of retention is also cumulative as it repeats and expands on itself year after year.

Startup 251

Startup SaaS SMB Banking 251

Clouded Judgement

APRIL 11, 2024

net retention and CAC payback). It looks at the YoY dollar change in quarterly revenue from the hyperscalers (just looking at Azure / AWS because the data goes back further) going back a few years. Q4 Revenue Relative to Consensus Estimates Now let’s dive in to the financial results of Q4 starting with revenue.

Cloud 169

Cloud Software Azure AWS 169

SaaStr

FEBRUARY 2, 2021

The hardest phase of SaaS, at least for the founders, is the phase from Initial Traction ($1-$2m in ARR + 80%-100% YoY growth) to the next phase — Initial Scale. That’s the power of compounding SaaS revenue. Because it will get so much better once you are at Scale, say $8-10m in ARR, say 50+ employees.

Scale 252

Scale Part-Time VPE Sales Hiring Scaling 252

Baremetrics

JANUARY 24, 2021

This article will discuss the relationship between price change and customer retention. The biggest challenge that leaders face is understanding how to think about price optimization and customer retention with the right framework. For example, many leaders focus on the churn metric as a proxy for customer retention.

Retention 126

Retention Pricing SaaS Subscription 126

SaaStr

JANUARY 27, 2024

Typically support consumes about perhaps 5%-7% of your revenue at scale (excluding customer success) in most SaaS models. It’s your top marketing and customer retention investment. Dear SaaStr: What is The Average Ratio of Support Staff to Customer Count in SaaS? Make sure the phone is picked up by ring #3.

Azure 222

Azure AWS SaaS Customer Success 222

SaaStr

JANUARY 12, 2024

We still want to drive retention and growth and make money. No one would disagree that retention and expansion are important. Eventually, you can build a model to show you can create sustainable value in a company that’s not just based on a revenue multiple. The world has changed. There’s a lot of nuance. Never stop,” he said.

Sales Hiring 246

Sales Hiring Customer Success Scale AI 246

SaaStr

APRIL 8, 2023

Here’s a list of some of the most popular to dig into: Atlassian’s CRO Cameron Deatsch: “How The Biggest Product-Led Enterprise Company In The World Did It” Skilljar’s CRO: “An Inside View on Hiring Your First CRO” Rippling’s CRO: “Entering a Hyper-Competitive Market” DigitalOcean’s (..)

Scale 252

Scale Sales Hiring SMB SaaS 252

Sixteen Ventures

MARCH 9, 2024

While traditional approaches often relied on revenue-based customer segmentation, leading to inconsistent experiences and inefficiencies, AX prioritizes individual needs […] The post Beyond Touch Levels: Scaling Customer Success through Appropriate Experience (AX) appeared first on Customer-centric Growth by Lincoln Murphy.

Scale 64

Scale Customer Success Scaling Revenue 64

SaaStr

MARCH 5, 2023

SaaStr 638: Lessons Learned in Scaling Your Team & Revenue from $1M ARR to $1B+ with Cloudflare CRO Chris Merritt  2. SaaStr 639: Scaling a SaaS Sales Team While Building Culture with Figma VP of Sales Scott Pugh   3. SaaStr CRO Confidential: Brex GM of Startups Lucas Fox on Customer Retention and Expansion 2.

Scale 208

Scale Sales Hiring CTO Hire Startup 208

Intercom, Inc.

MAY 1, 2018

The latest batch of billion-dollar companies are built on high customer retention. At Traction Conference, an event all about how to keep and grow customers and revenue at scale, I explained how to build onboarding based on your customers’ goals, and why when your product improves, your onboarding must improve with it.

Retention 223

Retention Payment Methods Onboarding Payment Solutions 223