SaaStr

SEPTEMBER 29, 2023

The second product had better retention. Existing customers and distribution is the centrality of the advantage Cross-selling and bundling are much more effective for the company because it’s cheaper and drives better retention. The second product attracted many people who didn’t need the first one, but they did need the second.

Scale 235

Scale Scaling Startup Sales Hiring 235

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

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 243

Sales Hiring Customer Success Scaling Construction 243

User Pilot

MAY 2, 2024

Poor customer retention drains your resources, reduces revenue, brings operational instability, and harms your reputation. In the article, we share 24 customer retention marketing tactics that will help you reduce churn and increase your product performance. Trigger onboarding flows for unused features to boost adoption and retention.

Retention 62

Retention Marketing Customer Lifetime Value Onboarding 62

SaaStr

APRIL 5, 2022

Q: Dear SaaStr: What are Some Common Decisions SaaS Startups Make that Hurt Their Ability to Scale? Hire someone above your team members that can’t scale as soon as they stop scaling. How do you scale from 5 to 50 employees, and beyond? How do you keep retention high? But not before. A bit more here. Transparency.

Scale 245

Scale Sales Hiring Scaling Startup 245

SaaStr

JANUARY 16, 2023

To convert an idea into a successful venture, startups need to be equipped to scale. Mike Wiacek, CEO at Stairwell, Mo Jebrini, CTO at Mashvisor, and Michael Ermolenko, CTO at Inworld.ai, discuss with Helene Ambiana, Global SMB and Startups Marketing Director at Google Cloud, how they overcame the hurdles of scaling and reached their goals.

Scale 206

Scale CTO Hire Cloud Scaling 206

SaaStr

JUNE 7, 2023

Scaling a tech startup doesn’t come easy, and when you’ve tried all the conventional SaaS advice, it might be tempting to give up. But before the years of rapid scaling, it took the company a little while to hit its stride. What Did WorkRamp Do Differently to Scale? In one year, WorkRamp improved gross retention by 11%.

Scale 205

Scale Scaling SMB Marketing 205

SaaStr

FEBRUARY 8, 2021

It won’t feel like it, but you’ll look back at this stage (~$10m ARR) and see it’s where everything came together from a brand, community, retention, etc. A good overview of the learnings of scaling from $1m to $250m in ARR with Aaron Levie of Box here: View original question on quora. (an perspective. Be paranoid here.

Scaling 253

Scaling SaaS Churn Metrics 253

User Pilot

APRIL 22, 2024

In this article, we’ll share 17 best practices that you can implement today to increase retention , revenue, and engagement. TL;DR Customer success builds long-lasting relationships, increases customer retention , lifetime value , and advocacy, and informs product development. But what strategies work? Book a demo to give it a try.

Customer Success 75

Customer Success Retention Software Review Customer Lifetime Value 75

SaaStr

OCTOBER 11, 2023

Eran Zimman, monday.com’s co-founder and co-CEO, shares his secrets to scaling and growth in an unpredictable market. Serve customers a CRM or project management first, and as they scale and use it more, they’re exposed to more features. They kept doing it after the economy changed, and they also scaled it. It’s cheap.

Scale 164

Scale Sales Hiring Scaling Banking 164

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. The post SaaStr Scale: Live, TODAY!

Scale 229

Scale VP of Engineering Scaling SMB 229

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. An ability to scale through a couple of stages of growth.

Scale 164

Scale Sales Hiring Customer Success Scaling 164

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 179

VP of Engineering Scale Scaling CTO 179

Chargebee

MARCH 11, 2021

Once you have a solid customer base, then starts the next challenge — customer retention. Customer retention is the scale on which your customers’ value for your products and services is […]

Retention 122

Retention Strategy Scaling 122

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. Sanj has plenty of experience scaling sales teams at growing businesses, and that’s precisely why, as of November of last year, he‘s overseeing EMEA sales at Intercom.

Scale 210

Scale Scaling Sales Hiring Sales Recruiting 210

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 86

Retention Customer Lifetime Value Social Media Churn 86

Intercom, Inc.

FEBRUARY 11, 2020

A retention campaign that paints a commercial relationship as a personal one will always be awkward at best and at worst will create ill will. Here’s three better ways to create retention campaigns that feel genuine and actually work: Focus on how your product helps. Identify and solve the problems that caused churn.

Retention 282

Retention Sales Hiring Churn Onboarding 282

SaaStr

APRIL 1, 2023

The 4 things you need to win as a SMBTEch startup are: Efficient GTM Commitment to customer success Product strategy that drives strong net dollar retention and grows your existing customer base Patience Of course, this is by no means comprehensive. Delighting your customers and their end users means sticky customers and great retention.

Scale 201

Scale SMB Merchant Services Payment Methods 201

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 95

Retention Scale Underperforming Technical Team Churn 95

User Pilot

JANUARY 23, 2023

A successful customer retention strategy starts with effective communication – the right message to the right audience at the right time. In this article, we cover: How is marketing segmentation used in customer retention? Why is retention important in SaaS? What is retention and why is it important for SaaS?

Market Segmentation 94

Market Segmentation Retention Marketing Software Review 94

SaaStr

SEPTEMBER 16, 2022

Or do you actually have something worth scaling?”. Obviously, customers in your home market should love the product, but you also need to stay updated on your retention rates and NPS to ensure they are staying with your company. Build sustainable scale models. Do you have it right in your first market?

Scale 210

Scale Scaling Sales Hiring Marketing 210

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. Eventually, as the business scaled, the relationship management team split again between churn-fighting and revenue expansion.

Retention 213

Retention Revenue Startup Sales Hiring 213

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

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. How do the best-in-class companies perform when ARR is treated as a growth metric? The top quartile companies from ICONIQ’s portfolio show two consistent trends in their journey of growing ARR.

Scale 210

Scale Sales Hiring Scaling Venture Capital 210

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. HubSpot for Startups” program.

Scale 228

Scale SMB Scaling Innovation 228

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

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

SaaStr

DECEMBER 7, 2020

It is time for SaaStr Scale and some of our sponsors are offering incredible deals and prizes for all Scale Attendees. The biggest concern for service leaders is customer churn; and customer service is at the forefront to drive retention. Take advantage of a free 14-day trial special for SaaStr Scale attendees.

Scaling 157

Scaling compliance Churn Innovation 157

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

SaaStr

FEBRUARY 27, 2023

They also hired a VP of Partners who knew how to scale B2B software. Sustainable growth through retention The next phase of team expansion had Storyblok introduce procedures for personnel management by using a Customer Relationship Management (CRM) tool. In due time, this paid off and unlocked new phases for the company. Self-service.

Scale 199

Scale Sales Hiring Sales Recruiting Scaling 199

SaaStr

APRIL 19, 2024

EchoSign, which Adobe bought, had $12M in ARR, growing 100%, with 120% revenue retention and cash flow positive. You Need A Business Model with Economies of Scale As you’re trying to reverse engineer whether your business model makes sense, you have to look at your business model. So, what does it take to get to a $100M outcome?

Engineering 250

Engineering Business Model Pricing Scaling 250

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

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 90

Customer Lifetime Value Retention Marketing Scale 90

SaaStr

APRIL 20, 2022

Alice Katwan , SVP at Twilio , discusses how you can build a high-retention sales team while being remote. One challenge Twilio faced was balancing the scaling efforts of the organization and building a world-class team to support their growth ambitions—in a virtual environment. Implement systems to attract great talent.

Sales Hiring 217

Sales Hiring Scale Retention Sales 217

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

MAY 1, 2024

Ok with that, what are the Top 5 Trending Sessions … So far?01

Trends 208

Trends AI Scaling Retention 208