Tom Tunguz

JULY 10, 2022

Let me tell you a tale of two software sales processes. Take 1: An ambitious account executive engages a sales prospect and hustles to sell the customer a mega contract that consumes nearly the entirety of a budget. Smaller commission check, but a faster sales cycle. In both cases, the vendor is out.

Strategy 356

Strategy Sales Compensation Retention 356

Chargebee

DECEMBER 31, 2023

Your employees play a vital role in improving retention rates, from communicating value during the sales process to providing first-class customer service. In this article, we’ll discuss what customer retention automation is and share 10 of our favorite automation strategies for […]

Retention 98

Retention Churn Acquisition Subscription 98

User Pilot

JANUARY 19, 2023

Looking to improve your retention rates by reducing customer retention costs? This is why it’s critical to understand retention costs and how to reduce them. In this article, we’ll explore customer retention costs. Customer retention cost (CRC) is the amount you spend on customer retention over a specific period.

Retention 98

Retention Customer Lifetime Value Onboarding Acquisition 98

User Pilot

NOVEMBER 24, 2023

Which one is better, customer acquisition vs retention? This article will examine customer acquisition and retention and determine which one you should focus on. TL;DR Customer acquisition attracts and converts new customers through marketing and sales efforts to expand the customer base and drive revenue growth.

Acquisition 103

Acquisition Retention Customer Lifetime Value Churn 103

Sales Hacker

JANUARY 20, 2022

Strong sales reps are the lifeblood of your business and how you choose to invest in them matters. For frontline sales managers, attributes like competency, quality of work, ease of execution, and length of contribution indicate reps’ overall job success, but you can’t rely on those inputs to tell you if they are personally satisfied.

Sales Recruiting 98

Sales Recruiting Scale Retention Sales 98

SaaStr

NOVEMBER 14, 2023

Meghan Gill, SVP of Sales Ops and Sales Dev at MongoDB, shares different consumption-based compensation models that drive the right behaviors. They reoriented their sales team and de-incentivized reps from making deals upfront. It was creating friction in the sales cycle. This is MongoDB’s approach.

Compensation 164

Compensation Sales Azure AWS 164

User Pilot

JULY 30, 2023

Customer retention vs acquisition cost: Which metric matters more? Thus, striking the right balance between acquisition and retention costs significantly improves profitability and sustainability. So let’s see when you should prioritize one metric over the other and how you can boost your customer retention rates.

Acquisition 95

Acquisition Retention Customer Lifetime Value User Experience 95

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? This signifies that fostering an exceptional partnership between CS and sales teams — vital for long-term revenue growth, begins with understanding which customers can derive the highest value from your products and services over time.

Scale 106

Scale Sales Compensation Customer Success 106

Tom Tunguz

JULY 25, 2022

In Deliberately Underselling as Sales Strategy , I wrote about the importance of sizing contracts below customer needs to ensure customer success. Since then, I’ve spoken to many sales leaders & Lee Kirkpatrick who originally surfaced the concept during Office Hours on how to do this well.

Compensation 359

Compensation Sales Customer Success Retention 359

GetUplift

SEPTEMBER 27, 2021

For new prospects, your likelihood of a sale only lies between 5-20 percent. Clearly, the case has been made for focusing on customer retention. There’s one very simple concept we need to internalize though before we dive into understanding strategies for customer retention. Markin Blog, 2020 ). . In fact, companies lose $1.6

Retention 89

Retention Strategy Sales Social Media 89

Sales Hacker

APRIL 19, 2022

In this article, I’ll outline the principles of compensation design , how to build sales compensation plans , and include resources to set OTEs and quotas that keep your reps happy and hungry for more. Why Sales Comp Planning is Key to Rep Retention. Who should be responsible for sales compensation planning?

Compensation 86

Compensation Sales Recruiting Sales Hiring Retention 86

Intercom, Inc.

MAY 13, 2020

That’s Tom Ronen, Head of Customer Success for monday.com , on a topic that’s been on many of our minds lately: retention. We sat down with Tom and Kaitlin Pettersen, our Global Director of Customer Support, in a recent webinar that focused on how support teams can increase retention and reduce churn among their customers right now.

Retention 129

Retention Strategy Churn Education 129

SaaStr

SEPTEMBER 9, 2022

Back in the day, premium comp for some software sales execs made simple and easy sense. Traditional software had 90% gross margins, and the classic enterprise sales reps, the best ones, could close a million or more dollars a year. Sales reps in low NRR and high churn environments got paid almost the same as enterprise reps.

Scale 300

Scale Venture Capital Sales Hiring Sales 300

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

Chargebee

NOVEMBER 19, 2022

DTC eCommerce is moving from the traditional sales/market-based metrics to retention-based analysis to understand business profitability. Are you keeping up?

Retention 76

Retention Metrics Sales Marketing 76

Tom Tunguz

AUGUST 14, 2022

Last week, Office Hours welcomed Bill Binch, former CRO at Pendo, EVP Worldwide Sales at Marketo & operating partner at Battery to share his views on building world-class sales organizations. Bill & I exchanged emails about Deliberately Underselling as Sales Strategy. Logo-based quotas focus the team on speed to close.

Startup 342

Startup Construction Sales Compensation 342

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business.

Payment Solutions 98

Payment Solutions Payment Methods Retention Software Review 98

SaaStr

FEBRUARY 17, 2023

So recently I caught up with a sales exec I’ve known for a while that is doing pretty well, especially for this macro environment. I talked to him and explained that it hardly matters in sales what your base is, what matters is attainment. Sales reps really, really don’t like to wait for their bonuses. Fair enough.

Sales 245

Sales Retention SaaS Marketing 245

Chargebee

DECEMBER 26, 2023

The battle of customer retention vs. acquisition is an old one. The truth is that both customer acquisition and customer retention are essential, regardless of which stage your company is in.

Acquisition 52

Acquisition Retention Strategy Sales 52

Chargebee

DECEMBER 26, 2023

The battle of customer retention vs. acquisition is an old one. The truth is that both customer acquisition and customer retention are essential, regardless of which stage your company is in.

Acquisition 52

Acquisition Retention Strategy Sales 52

ReSci

OCTOBER 21, 2021

The post Drive Holiday Sales and Retention by Thinking 1:1 appeared first on ReSci. It’s a concept that sprang into the industry’s collective consciousness when retail met the Internet, forever changing the way people interact and shop with brands.

Retention 77

Retention Sales Branding Strategy 77

ChurnZero

JUNE 24, 2022

In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. You can download the full report for net retention and gross retention benchmarks as well as retention metrics in relation to ACV, growth, size, and more.

Benchmarks 98

Benchmarks Retention Software Review Technical Review 98

User Pilot

JANUARY 9, 2023

Can personalized retention marketing grow your customer’s lifetime value and customer retention rate? This article considers all you need to know about retention marketing. How can a personalized experience help drive retention? What personalized customer retention strategies are open to you?

Customer Lifetime Value 97

Customer Lifetime Value Retention Marketing Scale 97

SaaStr

JUNE 7, 2021

If a sales rep closed a deal, A customer success manager should take it over. I’d suggest a few basic thoughts and rules: If you have sales involved, then you need customer success, too. Set clear KPIs on NRR and retention. Set a retention goal for your SMB customer success manager(s) and let them figure it out.

Customer Success 310

Customer Success Scale SMB Sales 310

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

User Pilot

DECEMBER 10, 2023

Are you a product-led or sales-led kind of SaaS? Or perhaps you’ve managed to marry the two strategies and embraced product-led sales? Ben Williams talk on product-led sales. Ben Williams talk on product-led sales. In the sales-led model (SLG) , it’s the sales reps who nurture leads and close deals.

Scale 105

Scale Sales Software Review Retention 105

SaaStr

FEBRUARY 9, 2024

Everything from hiring on the GTM side to layering in a sales-led motion into PLG. Let’s dive into what’s making that hybrid model successful: PLG and Sales Led? Given this, you must understand the role that each facet of the business plays in promoting that product, from marketing and sales to customer service.

Scale 248

Scale Sales Hiring Sales Marketing 248

Chargebee

MAY 12, 2023

As the focus in SaaS moves from ‘solely growth’ to ‘growth and profitability,’ customer retention finds its long-due moment under the sun. For starters, a better retention rate […]

Retention 76

Retention Acquisition SaaS Sales 76

SaaStr

MARCH 22, 2020

Q: What can a member of the retention department of a company do that a regular sales associate can not? What a customer success professional or retention specialist can do is go deeper. Sales professionals can do a little customer support, it’s part of the job. Sales will answer a lot of questions during discovery.

Retention 116

Retention Sales Customer Support Customer Success 116

SaaStr

FEBRUARY 17, 2023

One company that has unlocked the secret to solid retention and revenue expansion is Brex , an easy-to-use corporate cards and spend management software in an integrated global solution. Key Takeaways Don’t start too late with a plan to fight churn –– be ready to start tracking and monitoring churn and understand why customers leave.

Retention 197

Retention Revenue Startup Sales Hiring 197

SaaStr

APRIL 14, 2020

Or at least by splitting up sales-driven and self-service revenue. And setting different goals for sales and retention for each segment: Growing. For Growing categories: Sales cycles may still be lengthening, but decent revenue goals can still be hit. And retention should remain close to pre-Covid 19 rates.

Scale 250

Scale Sales Healthcare Retention 250

Chargebee

NOVEMBER 23, 2022

DTC eCommerce is moving from the traditional sales/market-based metrics to retention-based analysis to understand business profitability. Are you keeping up?

Retention 52

Retention Metrics Sales Marketing 52

Neil Patel

FEBRUARY 22, 2021

After all, you already made the sale. Get it wrong, and you risk losing a sale and leaving a bad impression. Customer retention isn’t just another vanity metric. In financial services, a 5 percent increase in retention results in a 25 percent increase in profits. How Ongoing Services Improves Client Retention.

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Onboarding Retention Sales Hiring Systems Review 130