SaaStr

MARCH 23, 2025

Technical customers report that tasks that previously took weeks are now completed in hours. Beyond their code assistant, they’ve developed Windsurf AI, an agentic IDE allowing non-technical users to build applications – accelerating productivity even further. Hire “good humans” who are exceptional operators.

Sales Recruiting 242

Sales Recruiting Sales Hiring Scale AI 242

User Pilot

OCTOBER 19, 2024

It is tailored for product teams who need to send NPS surveys inside their app and analyze it without technical expertise. 3 Delighted for e-commerce, tech, and non-profit teams Creating NPS surveys with Delighted. So they make it easier to send these surveys and get more responses.

Software Review 105

Software Review Technical Review Software B2C 105

Intercom, Inc.

JULY 25, 2022

New research from Harvard Business Review Analytic Services reveals that businesses of all sizes – from small businesses to enterprises – are realizing the business value of personal, efficient customer engagement. Effective customer engagement holds the key to customer retention and loyalty. And many are striving to provide just that.

Technical Review 209

Technical Review Engagement Artificial Intelligence Systems Review 209

TechEmpower SaaS

JULY 31, 2023

Proving your Business Model Works - Build, Define, and Review But how do you prove your numbers? Finally, review the numbers with your partners. R : Retention - Do they come back & re-visit over time? These two questions/answers can help define the early proof points for your company. Don’t worry about scaling just yet.

Metrics 390

Metrics Startup Scale New CTO 390

SaaStr

SEPTEMBER 29, 2022

Product-led growth (PLG) is the consumerization of software—a strategy B2B software companies can learn from growth teams at successful consumer tech companies. . Stage 2 Capital’s Co-Founder and Managing Director, Mark Roberge, breaks down what a consumer tech growth team looks like and how they operate. Free user retention.

Technical Review 291

Technical Review Technical Advisors Scale Compensation 291

Intercom, Inc.

MARCH 10, 2022

This is where having the right tech stack comes into play. This ability to instantly self-serve – where otherwise frustration may have built – increases the likelihood of retention and increased conversions. However, with the right tech stack, your team can handle even complex payment problems with ease.

Payment Methods 209

Payment Methods Technical Review Payments Payment Solutions 209

User Pilot

MAY 27, 2025

This article provides an in-depth and honest review of the platform. Based on verified Gartner reviews , the majority of its customers use WalkMe to support internal business apps, large-scale field operations, and app rollouts across thousands of employees or users. ” WalkMe review collected by Gartner. Lets dive in!

Mobile 76

Mobile Software Review Technical Review Pricing 76

Stax

MARCH 16, 2025

Key metrics include customer churn rate, revenue churn, and net revenue retention (NRR). Even if you believe your technology is easy to set up and use, it may not be for the average person. Your software has bugs Product bugs and software issues are bound to happen when youre using any kind of technology platform.

Payment Solutions 88

Payment Solutions Software Review Churn SaaS Payments 88

SaaStr

MARCH 17, 2021

Due to that convenience, departments and teams tend to seek out best-of-breed cloud applications, streamlining foundational and specialized functions through automation. However, trouble arises when your company ends up with a SaaS sprawl – the overall amount of adopted applications overwhelms your tech stack.

Sales Hiring 325

Sales Hiring Scale Technical Review Marketplace as a Service 325

TechEmpower SaaS

DECEMBER 11, 2023

Are specific technologies or platforms involved in your project? Do they have experience with the technologies involved in your project? What are the review periods and your responsibility in the process? Client Retention: Do they have repeat or long-term clients? Or is your project a clean slate?

Software Development 443

Software Development Development Software Review Software 443

User Pilot

NOVEMBER 17, 2024

It also draws out the process by requiring time-consuming agreement on needs and strict protocols, like QA reviews. Often due to analysis paralysis , overwhelming amounts of information, or a lack of clear insights that drive product decisions. Think about Apu, the ever-diligent Kwik-E-Mart owner. But why bother fixing it?

Software Review 93

Software Review Technical Review Development Team Review Data 93

SaaStr

JUNE 14, 2023

Ten years ago, no one would have guessed Europe would generate the largest software IPO globally, yet UiPath has done it, and net retention is 144%. UiPath was founded back in 2005, and its origin story is similar to many technical engineers-turned-founders. Dines’ story is humble, embodying his company values early on.

Scale 246

Scale Artificial Intelligence Technical Review Software Review 246

Intercom, Inc.

JUNE 8, 2021

According to one Microsoft Global State of Customer Service report , 90% of consumers surveyed said that customer service is an important factor in their choice of, and loyalty to, a brand, while nearly two-thirds (58%) would sever their relationship with a business due to poor customer service. Increased business efficiency (58%).

Technical Review 222

Technical Review Underperforming Technical Team Customer Support Marketplace as a Service 222

SaaStr

DECEMBER 1, 2021

Well, it’s partially due to new ways of buying. In fact, 86% of buyers use peer review sites when buying software. Malko explains, “86% of the people we surveyed look to peers and peer reviews to inform their decisions…they say it makes them more confident in their buying process. Not enough reviews on review websites. .

Software Review 291

Software Review SMB Enterprise Software 291

Sales Hacker

FEBRUARY 7, 2025

Early customers are often innovators and tech enthusiasts willing to try new solutions, even if the product is incomplete or buggy. It specializes in creating personalized shopping experiences for customers by leveraging machine learning and AI technologies. At this stage, startups face significant uncertainty.

Pricing 108

Pricing Scale SaaS Technical Review 108

SaaStr

NOVEMBER 1, 2019

David’s successful exits as an investor at Matrix include HubSpot, JBoss, AppIQ, Tabblo, Netezza, Diligent Technologies, CloudSwitch, TribeHR, GrabCAD, OpenSpan, and Enservio. We often have VPs of Sales from tech titans on the show but who trains those VPs and sales reps to be the best in the world at sales? Episode No.

Technical Review 209

Technical Review Development Team Review Software Review Scale 209

SaaStr

APRIL 28, 2025

I cant stress this enoughgetting in front of your customers is one of the most effective things you can do to drive growth, retention, and expansion. Customers Love a Good Product Roadmap Review. Customers outside of tech often expect an in-person visit for bigger deals, period. Absolutely. You should visit your customers more.

Scale 125

Scale Travel Technical Review Retention 125

SaaStr

MARCH 12, 2024

You have to be able to pass a technical review, do or build what you said you would, and pass diligence on usage and revenue. All those acquisition prices you see on social media and in the news may look like a lot, yet they also have strings attached, with most being tied to retention.

Software Review 279

Software Review Technical Review Acquisition Scale 279

USIO

FEBRUARY 14, 2025

Transparency in financial transactions correlates with higher vendor retention rates. As noted in Harvard Business Review , leveraging data to personalize vendor interactions can lead to improved performance and increased loyalty. This level of clarity reduces uncertainty and builds trust.

Payment Services 130

Payment Services Payment Solutions Payment Methods Payments 130

SaaStr

APRIL 4, 2025

My Take : Classic infrastructure play with sticky retention characteristics. These startups demonstrate deep technical expertise, clear ROI cases, and impressive early traction. Think of us like Apollo/ZoomInfo but for local business/POI data. The Numbers : Processing 1.2B vector queries daily. 99.999% availability SLA.

AI Search 177

AI Search AI Startup Scale 177

SaaStr

MARCH 27, 2023

Most of the app sales and net retention comes from deploying software and tech-driven features that have 100% gross margin. In 2022, investor due diligence is back, and you will get challenged on those assumptions more than you ever have. So if they actually offer services, these come at a huge premium.

SaaS Payments 246

SaaS Payments Technical Review Software Review Venture Capital 246

User Pilot

NOVEMBER 7, 2024

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 : 4.4

Customer Success 105

Customer Success Enterprise Software Review Startup 105

SaaStr

JANUARY 31, 2021

So our Top 10 videos of the week added a bunch of “new names” due to our SaaStr University: Spring Semester event. “The Current State of SaaS Companies, Subscriptions and Retention with ProfitWell” A great update from a version of this data just after Covid hit. #3.

Scale 265

Scale Technical Review AI Sales Enablement 265

SaaStr

MARCH 1, 2024

In the application layer for startups, many face challenges that boil down to retention. If you’re a startup building in this space, retention is a challenge, and you’ll need to be more strategic. If you’ve tried to sell to a law firm, you know it can be challenging to get through legal review. It’s been tough for a few reasons.

Generative AI 299

Generative AI Outsourcing Services AI Software Review 299

SaaStr

NOVEMBER 15, 2022

This can be thought of as the metric monolith, and historically, VCs would memorize and make decisions based on these thresholds: Net Retention = 120% +. Gross Retention = 90% +. Burn levels are not one-size-fits-all –– R&D-intensive products trade off higher burn early for greater technical moats later. ASP = $30K +.

Metrics 278

Metrics Artificial Intelligence Machine Learning Technical Review 278

SaaStr

JUNE 5, 2020

Carlota Perez argues in her book Technological Revolutions and Financial Capital that in the early days of a “golden age”, financial capital is necessary to fuel new technology innovation. . Once that technology is better understood, production capital moves in to drive mainstream adoption of the technology. . Rule of 40?

Venture Capital 296

Venture Capital Technical Review SaaS Scale 296

User Pilot

DECEMBER 31, 2024

According to user review platforms, their plans start at $7,000/year. Userpilot is perfect for non-technical teams. Ease of use: User-friendly interface and workflows for fast adoption by non-technical teams. Just like Userpilot, its a full-suite product experience platform with analytics, feedback, and engagement layers.

Technical Review 105

Technical Review Underperforming Technical Team Software Review Onboarding 105

SaaStr

JUNE 17, 2023

SaaS businesses were forced to adapt quickly or risk being left behind as consumer behaviors shifted dramatically due to lockdowns and social distancing measures. Analyze operations to identify inefficiencies and leverage technology for automation. They optimized operational efficiency, cut costs, and increased profitability.

Venture Capital 278

Venture Capital Scale Technical Review Software Review 278

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. For instance, owning customer retention signifies direct responsibility for renewal rates.

Technical Review 52

Technical Review Sales Recruiting Customer Success Sales Hiring 52

SaaStr

SEPTEMBER 3, 2023

While the world of public tech stocks is defined by consumer-facing juggernauts like Facebook, Amazon, and Google, the world of venture capital is defined by the North Star of SaaS. The magic of a SaaS model is: Very high logo retention. Net dollar retention is ideally over 120%. Over 90% stay each year. High gross margins.

Sales Hiring 279

Sales Hiring Headcount Finance Technical Review 279

BetterCloud

FEBRUARY 3, 2025

By implementing best practices, youll gain control over your SaaS spending, enhance security, and ensure that your technology purchases are truly driving business value. Due to heavy reliance on software, organizations have to put together a proper SaaS governance strategy that works for them to avoid security risks and reduce SaaS sprawl.

Government 52

Government Technical Review Systems Review Software Review 52

Intercom, Inc.

JUNE 1, 2021

And although 69% of respondents say that personalized support experiences are the key to building strong customer relationships, less than half believe that they can deliver those personalized support experiences at scale with their current tech stack. Make sure that they integrate seamlessly to create a tech stack that works harder for you.

Underperforming Technical Team 232

Underperforming Technical Team Technical Review Scale Headcount 232

Intercom, Inc.

DECEMBER 8, 2020

It can help you identify peak times for support requests and ticket creation which can guide your hiring and tech stack decisions to ensure you continue to meet customer demands. When reviewing this metric, remember to consider the nature of the conversations being held. Tickets completed. Choosing the metrics that matter.

Customer Support 211

Customer Support Metrics Technical Review Scale 211

SaaStr

NOVEMBER 8, 2022

Most of you are familiar with the customer life cycle, including customer acquisition, onboarding, adoption, cross-selling and upselling, and retention. . Stage 5: Employee Retention . The similarities between customer and employee retention are more obvious, with a goal of keeping good people around. . Phase 5: Retention .

Underperforming Technical Team 246

Underperforming Technical Team Technical Review Acquisition Company Culture 246

ChurnZero

MAY 16, 2025

It’s the ultimate technology dilemma for customer teams and the execs who control budgets: should you buy or build your customer success platform? CS platforms offer better integrations with your CS tech stack. Facilitate success plans and business reviews to drive long-term value and adoption.

Payments 52

Payments Customer Success Payment Solutions Payment Services 52

Intercom, Inc.

MARCH 28, 2022

While this shift was already underway, the rate of digital transformation is now happening much faster than previously predicted due to the impact of the COVID-19 pandemic. Technology capabilities were one of the key factors of business success during the height of the COVID-19 pandemic”. This trend shows no signs of slowing down.

Scale 228

Scale Engagement Technical Review Business 228

Valuize Consulting

DECEMBER 17, 2024

Getting it wrong impacts your Net Revenue Retention (NRR) performance, customer experience, and operational efficiency. Traditionally, companies have set CSM ratios based on revenue tiers or account sizes, yet these methods are woefully simplistic when considering the complexity of driving customer adoption, retention and expansion in B2B.

Technical Review 52

Technical Review Systems Review Headcount Scale 52