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A deep dive into one of SaaS’s most dramatic NRR transformations and what it teaches us about scaling retention in the SMB/mid-market When HubSpot filed for their IPO in August 2014, their S-1 revealed a sobering metric that would have made many investors pause: an 88.6% annualized subscription dollar retention rate. The result?
Former Head of Revenue at BILL and HubSpot Americas leader Michelle Benfer recently joined us on a SaaStr Workshop Wednesday share her insights on one of the most critical roles in any SaaS organization: the frontline sales manager. “Some teams consistently sold more enterprise SKUs, others had high volume but low ACV.
On the topic of building SaaS companies, Henry kicks off the conversation with: “I think a lot of bootstrapped founders who are less capital infused have to actually be great at developing their people. I bootstrapped ZoomInfo to 25 million in revenue. You need to be evaluating your team 100 percent of the time.
What actually happened was this: Cloud created new pain points and new markets (more data, more sprawl, more teams), which made old categories more valuable. Cloud expanded access to tools that used to be too expensive or too complex for most teams. Not bad,but not world-changing. Cloud shifted services to software.
” Cross-selling generates $5M+ in new monthly revenue – Rippling’s cross-sell motion alone drives over $5 million in net new ARR each month before counting any new customer acquisitions. Sales Organization Structure Conrad reveals his preference for dedicated sales teams for each product, despite internal disagreement.
A product analytics strategy is essential for any business looking to make informed decisions about product development and user experience. Plus, there are many reasons why you need a product analytics strategy: Aligns product development with user needs and business goals. Lack of team resources. Outdated technology.
Satisfaction in SaaS, therefore, isn’t simply about developing a nice product and launching it in the market. For instance, you can launch a CSAT survey after a customer interacts with your support team. They include metrics like the Net Promoter Score , Customer Effort Score , Customer Churn/Retention Rates , etc.
For subscription-based businesses achieving consistent and predictable revenue growth is the holy grail. In fact, monthly recurring revenue (MRR) is one of the most important metrics subscription businesses should be aware of. TL;DR MRR is the average revenue that a company expects to receive each month.
As a SaaS business leader, reducing software user churn is an important part of maintaining your customer base and increasing revenue. Key metrics include customer churn rate, revenue churn, and net revenueretention (NRR). Bad software user experience User experience is everything when it comes to SaaS platforms.
You get something that truly works for you, and we get to connect with people who value what we offer and have the potential to become power users (and sources of sustainable revenue!). In fact, it was first created as an analytics tool, and only in recent years has it also developed an engagement suite. The alternative?
Companies can meet stringent quality requirements at a fraction of the cost of in-house teams, while accelerating their AI initiatives. Why It Matters : Customer support teams are drowning in tickets, with resolution times getting longer, not shorter. My Take : Classic infrastructure play with sticky retention characteristics.
Podcast Full Interview: Video Transcript Jesse Paliotto (00:04) Hello, everyone, and welcome to Growth Stage podcast, where we discuss how digital product companies grow revenue, build meaningful products and increase the value of their business. And then of course you generate revenue in much the same way as a blog.
Understanding SaaS sales models Before you start selling A typical sales process Sales and revenue operations Setting sales targets Hiring salespeople Understanding SaaS sales models There are three main SaaS sales models, each tailored to different customer types and buying journeys. Compare how your self-service vs sales-led revenue grows.
Pinpoint your main struggle to see how you can improve retention. Many product teams focus on new customer acquisition but ignore the cost of losing customers they’ve already paid to acquire. My team consistently maintains a net retention rate above 99% by focusing on product engagement and user segmentation.
Let’s review everything your customer success team has to do in the absence of any customer success tools. Collect customer data to calculate complex formulas for tracking metrics, monitor customer health scores, and resolve support tickets while continuously trying to improve retention and expansion. G2 rating : 4.8
A powerful CRM helps organize customer data, streamline sales pipelines, and automate marketing ultimately boosting revenue. In fact, 92% of businesses say CRM software is crucial to achieving their revenue goals. By the end of this guide, youll have a clear understanding of each platforms strengths, weaknesses, and ideal use cases.
Developer API Documentation, API, Examples, FAQ and more. Developer API Documentation, API, Examples, FAQ and more. Whether it’s a quick “thank you” or a team-wide celebration, acknowledgment can keep the momentum going. Team recognition amplifies these rewards. Case Studies Learn best practices from our customers.
Developer API Documentation, API, Examples, FAQ and more. Developer API Documentation, API, Examples, FAQ and more. Great for small to medium teams with a pay-as-you-go pricing model. Ideal for teams needing real-time insights and distributed system support. Best for teams managing complex microservices.
However, there are good and bad ways to approach this tactic. If youre running paid campaigns, ROAS helps measure how much revenue your ads generate in comparison to the amount spent. If your announcement doesnt show any value for using the mobile app, then users will see no reason to do it. Customer acquisition cost ( CAC ).
Rather than quietly continuing to collect revenue from users who weren’t actively using the product, Buffer chose to do the right thing: notify those customers and cancel their paid subscriptions before renewal. In a world where SaaS companies often prioritize retention at any cost, Buffer chose to prioritize trust.
In this article, I’ll show you how Userpilot helps product teams cut through the noise and understand what really matters in mobile user behavior: no data science degree required. The platform’s code-free implementation makes it accessible for product managers who want insights without constantly relying on developers.
Want to advance your career in mobile product management or find top talent for your team? You will collaborate with engineering, design, and business teams to deliver cutting-edge mobile solutions that improve efficiency, user adoption , and overall product performance. Who would be a BAD fit for this job?
The State of GTM Jobs: Customer Success At the crossroads of retention and revenue, Customer Success (CS) is a cornerstone for sustainable growth and is growing in both scope and importance. The purple line indicates the growth rate of retention and renewal roles as a percentage compared to January 1, 2022.
“I just get so much more done today with the AI on the team instead of the humans on the team.” — leading CMO to me, last week. Same APIs, same databases, same development cycles. Growth companies are trading at 13x revenue multiples. We’ve gone from 17% median revenue growth in 2021 to just 9% today.
In recent years, businesses have seen this massive shift from desktop to mobile devices which has forced them to develop apps with built-in integrated payment gateways. A bad payment experience can lose customers and damage your brand. There are many different gateways available, each with its strengths and weaknesses.
For the fifth year running, we’ve recognized five customer success teams who achieved remarkable results in one of five categoriesonboarding, adoption, renewals and expansion, advocacy, and innovation. The Ollie team reimagined the process, using ChurnZero to structure and systemize their onboarding and keep customers on track.
But behind every product launch and revenue milestone is a team – and building that team is one of the hardest and important parts of the journey. Build the team that builds the company.” – that is part of your go-to-market strategy responsible for growth. 31:36 The Rippling-inspired vision behind Coffee’s GTM strategy.
The most important mindset shift I made as a CRO is recognizing that CS isnt a revenue centerits a value engine. Revenue is the outcome, not the input. From my experience of leading both functions, I can offer CROs five valuable tips on how to set their CS team up for success. 1: Misaligning your customer success team is a trap.
Minor issues like slow load times, broken links, and outdated plugins pile up fast and quietly chip away at your site’s performance and lead to a bad user experience (UX). On top of that, poor website maintenance can hurt your SEO, security, and conversions. When’s the last time you checked in on your website’s health?
Want to advance your career in product management or find top talent for your team? This article shares exciting product manager roles focused on retention and churn and showcases standout candidates in the field. Stripe They’re looking for a senior Product Manager to lead a pillar within our LPM Cost Optimization team.
Net Promoter Score was first developed by Fred Reichheld, Bain & Company and Satmetrix in 2003. According to research by McKinsey and Company , anywhere between 20% and 50% of a company’s revenue is driven by referrals and/or word of mouth. NPS allows the Support/Success teams to triage issues before they become more significant.
Many product teams know this feeling: mobile user retention is dropping, even after big updates and splashy feature releases. Why is your mobile app user retention declining? User retention measures how many users continue to use your product or service after their initial interaction or sign-up.
Product market fit: If user retention is strong and the DAU/MAU ratio is high, it means users frequently engage with your mobile app because it effectively meets their needs. This presents an opportunity to boost retention using those features by refining, expanding, or optimizing them. What matters now is how you act on this data.
Ive also included the key metrics I track and recommend for every product team. Crash rate in the first session: Keep crashes under 1% of sessions to reduce uninstalls and bad reviews. Then, correlate them with your retention and crash metrics to see which issues affect users. Retention rate formula. Churn rate formula.
In fact, 52% of users have abandoned a mobile app due to poor localization , and over 60% of B2B buyers say theyll choose a localized product over a more expensive one in a foreign language. It shortens time-to-value , boosts app engagement, and drives long-term retention. All these contribute to better revenue and customer loyalty.
Developer API Documentation, API, Examples, FAQ and more. Developer API Documentation, API, Examples, FAQ and more. Better Client Management : 87% of deals are lost due to poor follow-ups. And since about 20% of leads produce 80% of revenue, quickly identifying and prioritizing the most promising prospects is crucial.
Avoid clickbaitmisleading titles and thumbnails destroy viewer trust and retention. Being read by Paul Mander , General Manager of Optery for Business: Good Strategy Bad Strategy: The Difference and Why It Matter – by Richard Rumelt. Why startup founders need to develop their voice.
Okta’s VP of Engineering, Monica Bajaj, and Senior Director of Platform Product Marketing, Priya Ramamurthi, share Okta’s playbook to PLG, developer experience, and Enterprise ARR. PLG ensures your product is doing the work for you in terms of customer advocacy, acquisition, and retention. Let’s start with product-led growth (PLG).
You know how everyone says you'll never look and wish you'd kept a bad VP as long as you did? Because to scale, you are going to need to add a true management team, and then a second one, and then layers of management. The fewer weak hires they continue to make. The less they slow down feature development.
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.
Developers act, think, and behave differently than your average customer. As an API-first company, WorkOS focuses on selling primarily to developers. Doing Business with Developers. Developers haven’t typically been the buyers in enterprise software, so why should you build for developers?
To make it to the Super Bowl, a football team must have two things: a strong defense and a strategic offense. The defense maintains a good field position and prevents the opposing team from scoring points, while the offense orchestrates smart plays to gain additional yards and score points. What is gross retention? Calculate it!
The best way to do that is to develop the right behaviors in your sales reps. There are many things that can drive revenue growth within your company, but as a sales leader, it all starts with your team. Here are five key areas to challenge your team on in order to grow both them and your company. How do you do that?
A little over a year ago, I got the opportunity to start a new team within our sales organization – a team of Relationship Managers dedicated to growing our current customers at scale. To do the first, we had to hire, train, and write a playbook – the building blocks of any team. Relentlessly measure impact.
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