SaaStr

FEBRUARY 28, 2023

While Zoom Enterprise is growing at a healthy clip, churn is over 3% a month for its SMB customers As a result, it’s now predicting 1% growth next year 1% pic.twitter.com/i2k2W9QbVX — Jason Be Kind Lemkin  (@jasonlk) February 27, 2023 So Zoom has just been the craziest story of all time in SaaS. It probably couldn’t last.

SMB 278

SMB Churn Enterprise Engineering 278

SaaStr

APRIL 13, 2023

SaaStr events couldn’t happen without our partners, and we wanted to give a special shout-out to some of our newest sponsors for SaaStr Annual 2023. In times of anemic NPS and high customer churn, DevRev strives to create the world’s most customer-centric companies led by happy developers. appeared first on SaaStr.

Scale 262

Scale Compensation B2B Innovation 262

SaaStr

NOVEMBER 3, 2022

SaaStr events couldn’t happen without our partners, and we wanted to give a special shout-out to some of our newest sponsors for SaaStr Annual 2023. You get a complete overview of your global subscriber base; MRR, ARPU, ASP, churn and LTV are presented in a beautiful and easy to use dashboard. appeared first on SaaStr.

Payments 264

Payments Payment Services GCP(Google Cloud Platform) Payment Solutions 264

SaaStr

AUGUST 6, 2023

As a VP of sales at early stage SaaS companies, what’s your best advice for reducing churn rate? A few things that always work to drive down churn in the early days — and later: Make sure you have a strong Head of Customer Success … whose #1 goal is reducing churn. Far fewer customers churn if you visit them in person.

Churn 242

Churn Sales Hiring Customer Success Onboarding 242

SaaStr

OCTOBER 27, 2022

In June 2023, we’re heading back to London for SaaStr Europa and we wanted to give a special shout-out to some of the companies that will be there with us! Upzelo helps you fight churn and increase retention through real-time data, customised offers and better customer feedback. Grab tickets here. . appeared first on SaaStr.

Merchant Services 244

Merchant Services Payment Solutions Onboarding Payments 244

SaaStr

NOVEMBER 17, 2022

SaaStr events couldn’t happen without our partners, and we wanted to give a special shout-out to some of our newest sponsors for SaaStr Annual 2023. Upzelo helps you fight churn and increase retention through real-time data, customised offers and better customer feedback. appeared first on SaaStr.

Banking 264

Banking Payment Features Venture Capital Subscription 264

SaaStr

JANUARY 19, 2023

In June 2023, we’re heading back to London for SaaStr Europa and we wanted to give a special shout-out to some of the companies that will be there with us! The post Thanks to Cyclr, Gainsight, Globalization Partners, Greenhouse, and Vendr for Sponsoring SaaStr Europa 2023! Grab tickets here. With over $1.5B

Sales Hiring 264

Sales Hiring Scale Cloud Churn 264

SaaStr

JUNE 2, 2022

Two things though did get hit harder — SMB Churn and Upsell s. Customers kept buying more SaaS than ever, which masked all-time high churn in SMB accounts. So our gross SMB churn spiked to a crazy high of 5.5% You can also see highly elevated gross churn in 2009 here — the Mar-June on the left side of the X-axis.

SMB 361

SMB SaaS Churn Enterprise 361

SaaStr

OCTOBER 20, 2022

SaaStr events couldn’t happen without our partners, and we wanted to give a special shout-out to some of our newest sponsors for SaaStr Annual 2023. You need an efficient way to keep your customers successful, reduce churn, drive adoption, and increase net revenue retention. appeared first on SaaStr.

Scale 202

Scale compliance Healthcare Education 202

SaaStr

AUGUST 7, 2023

Learn about the most important SaaS metrics for founders in 2023 with the CEOs of the most metric-oriented company, monday.com, and the founder of SaaStr. As we transition from the exuberance of 2021 into 2023, marketers have become super short-term focused. You can still measure something in the funnel.

Metrics 245

Metrics SaaS Sales Hiring Finance 245

SaaStr

SEPTEMBER 17, 2023

SaaStr 684: A Deep Dive Into G2, The Power Of AI, Going Multi-Product, And The 2023 Ecosystem  4. LIVE from SaaStr Annual 2023 Stage A Masters: What The Top Founders Do Better to Scale Even Now with Y Combinator’s Managing Director Michael Siebel 3. The Next Best in About 5 Years.

Scale 295

Scale SMB Management Acquisition 295

SaaStr

NOVEMBER 16, 2023

You have to find the Almost Churn. jasonlk) November 13, 2023 A related post here: Measure Your Churn. But What’s Even More Important is to Measure Your “Almost Churn” 5 Tricks to Help You Here. But What’s Even More Important is to Measure Your “Almost Churn” 5 Tricks to Help You Here.

Churn 301

Churn Customer Success Metrics Engagement 301

SaaStr

JANUARY 31, 2024

You can see below, “RPO” — contracts that are signed but not yet fully delivered — stayed strong through 2022 and 2023 and actually accelerated during the end of 2023. So you wouldn’t expect much overnight churn. No Downturn At All. The Big Customers Pay $4.5 Million a Year — Up From $3.8

Enterprise 317

Enterprise Scaling Churn Engineering 317

SaaStr

OCTOBER 18, 2023

So in 2023, Josh came back as CEO again to return the company to growth. 30% of the Sales Team Churned in 2022. Much Lower So Far in 2023. 67% of Customers on Multi-Year Contracts, And Going Up, This certainly helps slow down churn, even if it really just masks it in the end. #7. 5 Interesting Learnings: #1.

Entrepreneurship 305

Entrepreneurship Enterprise Pricing Churn 305

FastSpring

NOVEMBER 2, 2023

They also complement several other subscription focused capabilities we have released over 2023. Subscription Reporting Designed to help you understand the ins and outs of subscriptions across your business, subscription reporting provides insight into MRR, Active Users, Trial Status, Churn Rates, and much more.

Subscription 167

Subscription Payment Features Payment Methods Payment Solutions 167

SaaStr

DECEMBER 27, 2023

Digital Ocean is only growing 16% now at $700m ARR, and churn is up and NRR down. Still Pushing ARPU Up, Churn Stable — But NRR Way, Way Down This Year Digital Ocean has small customers and tiny ARPUs, but pushing the ARPU up a bit has a huge impact on a percentage basis. Churn Stable. It’s gotten crazy good.

Scale 297

Scale AWS Azure Cloud 297

SaaStr

APRIL 26, 2023

Most of the website / presence growth came from price increases, which saw limited churn as a result. Churn was modest from their price increase, leading to material growth. Relatively inexpensive products selling to SMBs that are truly valuable don’t see much increased churn from moderate price increases. #3.

Scale 297

Scale SMB Churn Pricing 297

SaaStr

JANUARY 11, 2024

and so deeply embedded in the fabric of our customers’ businesses that they’d never churn. Churn is so high in most B2C and B2B2C they have no choice but to obsess on improving their value proposition constantly. Well, we do all track NRR, churn and hopefully GRR too. To be so valuable, so cost-effective.

Retention 321

Retention B2C B2B Churn 321

SaaStr

FEBRUARY 14, 2024

Today we’re focusing on actionable insights you can use to drive down churn with customer success in today’s new era of SaaS efficiency. While it feels like t here are more CCOs than ever before, the data doesn’t reflect that, even in 2023. If someone never starts or uses the product, they’ll churn.

Customer Success 304

Customer Success Sales Hiring Scale Headcount 304

SaaStr

JULY 15, 2022

Churn went way up, for sure. Gartner is still predicting epic growth in CIO spend in 2023. Even when the global economy literally melted down, and >froze< in 2009 — the buyers in SaaS still came. But buyers still came. More on the actual data here. Our economy still has essentially no unemployment.

Marketing 357

Marketing Startup Cloud Churn 357

SaaStr

SEPTEMBER 7, 2023

A few things that always work to drive down churn in the early days — and later: Make sure you have a strong Head of Customer Success … whose #1 goal is reducing churn. That may seem to help short-term revenue, but it will lead to a de-focusing on driving down churn. Far fewer customers churn if you visit them in person.

Sales Hiring 298

Sales Hiring SaaS SMB Churn 298

SaaStr

AUGUST 13, 2023

Check out this week’s top blog posts, podcasts, and videos: Top Blog Posts This Week: 5 Top Tips to Drive Down Churn in The Early Days 5 Interesting Learnings from Atlassian at $3.2 SaaStr 680: The Most Important SaaS Metrics of 2023 with monday.com Co-Founders and SaaStr Founder Jason Lemkin  2. SaaStr 677: MongoDB at $1.5

Scale 246

Scale Churn Scaling Metrics 246

SaaStr

AUGUST 30, 2023

The post A Deep Dive Into The Power Of AI, Going Multi-Product, And The 2023 Ecosystem: “What’s New” With G2 CEO Godard Abel appeared first on SaaStr. So imagine a world where 40% of B2B sales don’t require a broken process, and the best AI can do it for you. Zero cost of sale.

AI Search 245

AI Search AI ChatGPT Scale 245

SaaStr

AUGUST 20, 2023

SaaStr 680: The Most Important SaaS Metrics of 2023 with monday.com Co-Founders and SaaStr Founder Jason Lemkin    3. SaaStr 678: Raising Capital in 2023: What You Really Need To Know with Creandum Partner Peter Specht  5. The Most Important SaaS Metrics of 2023 with monday.com Co-Founders and SaaStr Founder Jason Lemkin 2.

Churn 240

Churn Scaling Metrics Startup 240

SaaStr

JANUARY 12, 2024

Now, in 2024, we’re in the age of efficiencies, and we’re rethinking whether we should put more people on it or tolerate more churn and issues because we want to be cash flow positive. Customer Success Is Vulnerable to Cuts Jason shared that he didn’t realize how vulnerable customer success was to cuts until 2023. Let’s dive in.

Sales Hiring 323

Sales Hiring Customer Success Scale AI 323

Clouded Judgement

MARCH 10, 2023

Growth Deceleration of Consumption Companies So far, 2023 guides have not been pretty for consumption software companies. What excites me is the strength of these platforms are reflected in new customer adds and stable gross churn. The challenge is existing customers ramping slower.

Cloud 244

Cloud Trends Payment Features Subscription 244

SaaStr

SEPTEMBER 29, 2022

Hopefully, they’ll bounce back at least a bit in 2023. Consistent growth, insanely high GRR, almost no churn, and deal sizes going up. It should be worth more. Almost everything is going well in SaaS and Cloud these days — except multiples. Multiples are brutal. 5 Interesting Learnings: #1. Very impressive, #2.

Scale 298

Scale SMB Software Development Cloud 298

SaaStr

MARCH 7, 2023

It was a tough growth environment, but it feels like it’s changing in 2023. Companies are giving price breaks this year to reduce churn and increase retention, with the caveat that it might go up next year. As we look to 2023, median topline growth is expected to be roughly in line with 2022 growth. Sign up HERE!

Outsourcing Services 182

Outsourcing Services Scaling Venture Capital Forecasting 182

SaaStr

MAY 15, 2024

Churn is much higher on consumer subscriptions, but you have higher expansion revenue. If you’re in consumer, how can you go upmarket and get a small cohort of users paying more, churning less, and expanding revenue? That’s up from 60% in 2023. While terrible churn in B2B SaaS is 5%, it’s much worse for mobile apps.

Subscription 306

Subscription Payment Features B2B Mobile 306

SaaStr

JULY 24, 2023

2022/2023 was the year! On the start-up side, last year most of you said in fact you were planning to raise prices in 2023 — and you did ? Churn didn’t go up much at all, and the customer base absorbed the price increases. What did we learn from so many SaaS leaders raising prices — in many cases, a lot?

Pricing 246

Pricing Software Review Churn SaaS 246

SaaStr

JUNE 25, 2023

As we gear up for SaaStr Annual 2023 in the SF Bay Area on 6-7 September , we wanted to take a look back at some of our most iconic speakers and sessions from over the years, that we can still learn from today. In the comments below, let us know what Product Led Growth experts you want to speak at SaaStr Annual 2023?

Scale 241

Scale Engineering Churn Enterprise 241

SaaStr

MAY 10, 2024

I.e., folks aren’t churning or leaving. But 2023? But it’s a lot harder to close them. Still, even now. This is probably what most of you are seeing for pure-play B2B SaaS sales, too. So if you are roughly in HubSpot’s space, it hasn’t gotten any easier this year. It came roaring back.

B2C 288

B2C Mobile B2B Subscription 288

SaaStr

MARCH 12, 2023

Check out this week’s top blog posts, podcasts, and videos: Top Blog Posts This Week: The Challenge with SMB SaaS: High Growth Can Only Mask High Churn For Just So Long (Updated) The 8 Signs of a Failing Sales Rep. LIVE Workshop Wednesday with ICONIQ: Building Resilience through Efficient Scaling in 2023 4.

Scale 261

Scale SMB Sales Scaling 261

Clouded Judgement

JULY 16, 2024

We estimate our total addressable market opportunity across all enterprises and mid-market organizations to be approximately $50 billion as of December 31, 2023. Our cloud-based platform enables a modern and expanded approach to finance and EPM, which is sometimes also referred to as corporate performance management, or CPM. months and 23.4

Benchmarks 295

Benchmarks Data Artificial Intelligence Machine Learning 295

SaaStr

JULY 5, 2023

2022 Saw a Slowdown in Usage Growth, But 2023 Saw a Potential Bounce Back. The start of 2023 (FY ‘4) may have seen a partial bounce back, however. But those accounts grow dramatically over time, and don’t really churn. And it wasn’t “profitable” until 2023. Let’s dig in: #1.

Scale 242

Scale cloud efficiency Cloud Business Model 242

SaaStr

DECEMBER 4, 2023

With the turbulence in the market in 2023, sales cycles have only been getting longer and a lot more complicated. About a quarter of customers do churn because of a lack of these options. During that same price increase time period, they reduced churn by 60% because of this flexible pricing structure.

SaaS Payments 287

SaaS Payments Payment Services Payments Payment Features 287

SaaStr

APRIL 3, 2023

A forced 48-month term would shore up churn, which has grown dramatically at this public company, and doubling our seats without telling us, if it worked, would more than double the revenue from the deal (they also raised the pricing). It’s hardly the only case in 2023. But even if it works … what do you do next quarter?

Sales 255

Sales Pricing Churn SaaS 255