SaaStr

NOVEMBER 24, 2020

Products include CRMs, customer support, IT management, project management, HR and much more. Join members of their solution engineering team on December 9 at 9 AM PST for a workshop on Stop Losing Customers : 5 Steps to Creating Customers for Life with Freshworks. . Freshworks.

Scale 298

Scale Scaling Outsourced Development compliance 298

SaaStr

APRIL 4, 2023

Customer Success wants to automate away small customers. Support is overwhelmed with Free and Small users if they get support at all Product is under pressure to ship the big features for the big dollars, and stops investing in the long tail You just plain run out of internal champions for your Long Tail.

Scale 288

Scale Scaling Acquisition B2B 288

SaaStr

OCTOBER 26, 2022

25% of the savings are coming from customer support. But user acquisition marketing isn’t being touched. But again, at a cost of gross margins. #4. Cutting costs by $150m — a lot — to get profitable. I hope that doesn’t impact service, but I worry. They still have to grow. Cut that, and you cut your future. #5.

Payments 288

Payments Payment Solutions Payment Methods SaaS Payments 288

SaaStr

OCTOBER 17, 2022

This allows you to present a frictionless renewal and expansion process to your customers, rather than handing them back to Sales. When should you start customer success? As soon as you have a repeatable methodology around customer acquisition. Customer Success is not Customer Support.

Customer Success 246

Customer Success Sales Hiring Scale Leadership 246

Tom Tunguz

MARCH 20, 2024

Sales & marketing will initially see a boost from AI as the early adopters reduce cost-of-customer acquisition through novel techniques. Klarna slashed their CS spend by 66% with AI. Let’s declare this tug-of-war a wash. Building products will cost half-as-much as in the past because of AI. Deflationary.

AI Search 231

AI Search AI Scale SaaS 231

SaaStr

APRIL 25, 2019

You ideally need to close the first 10–20 customers yourself, and then hire sales folks to help. Have everyone in the company do customer support. Everyone will understand feature gaps and priorities much better if every engineer and every salesperson also has to do support calls and tickets. Don’t expect magic.

Scale 252

Scale Sales Hiring Scaling SaaS 252

User Pilot

OCTOBER 19, 2024

Customer support : Customers receive quick and helpful answers to queries and issues. They can be your company’s biggest promoters as their positive reviews, testimonials, and positive word-of-mouth can influence the purchasing decisions of new customers and drive sales. Userpilot resource center.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

Tom Tunguz

JUNE 10, 2019

Your initial, small customer base is very happy. You’ve discovered an initial channel of customer acquisition that’s working. As your customer base grows, the product can’t move as quickly as you’d like because each iteration requires existing customer education. Fourth, testing.

Innovation 252

Innovation Engineering Acquisition Product Marketing 252

Sales Hacker

FEBRUARY 7, 2025

Value Alignment: Pricing starts to align with the value customers perceive, often measured in metrics such as usage, number of seats, or specific features. Scaling Operations: As the customer base grows, the company refines its pricing strategy to optimize customer acquisition costs and lifetime value.

Pricing 113

Pricing Scale SaaS Technical Review 113

Groove HQ

FEBRUARY 23, 2024

Customer acquisition is difficult. Its costs time and money to get a new customer and if they churn quickly, your LTV suffers and suddenly your can not afford such CAC’s as your competitor can. To evade this fate, you must focus on customers. We all know where this downward spiral ends.

Customer Support 69

Customer Support Churn Acquisition 69

Incredo

JUNE 25, 2019

Some experts claim that it’s extremely harmful to the company’s ROI and increases customer acquisition cost (CAC). If I don’t like, I have nothing to lose ”) and start nurturing them into paying customers. Freemium plans decrease customer acquisition cost (CAC) as you spend fewer resources to attract people to free access.

SaaS 236

SaaS Pricing Software Review Acquisition 236

Tom Tunguz

FEBRUARY 28, 2019

You establish longer term relationships with customers since they can engage with the brand and product earlier on in their journey. You create barriers to entry by reducing the cost of customer acquisition and inhibit newer competitors who might disrupt using this acquisition strategy. There are also costs.

Startup 214

Startup Acquisition Education Pricing 214

SaaStr

JULY 20, 2024

Those customers and champions of your products can help you break into new segments and markets you might not have considered. Secureframe believes customer happiness isn’t just the responsibility of customer success or customer support teams. It’s the responsibility of the entire company.

Sales Recruiting 304

Sales Recruiting Sales Hiring Scale Engineering 304

SaaStr

JUNE 17, 2023

billion cash acquisition deal in December 2021. Another noteworthy transaction was Adobe’s acquisition of Marketo for $4.75 One such deal that Jason points out was Salesloft’s $2.5 billion, one of the largest deals in martech history. .”

Venture Capital 277

Venture Capital Scale Technical Review Software Review 277

Tom Tunguz

OCTOBER 21, 2014

Top of the funnel content focuses on industry questions like the Top 5 Trends in Customer Support, or the Top 10 Interview Questions for Support Teams. Top of the funnel content identifies Zendesk as a helpful resource in the ecosystem to future customers. The third largest team is paid acquisition.

Scale 214

Scale Marketing Growth Hacking SaaS 214

Groove HQ

MAY 21, 2024

Amid so much noise, it’s becoming harder to perform customer acquisition efficiently. Today, […] The post 7 Simple Strategies for Maximizing Customer Acquisition appeared first on Groove Blog. Fortunately, you’re not limited to just one marketing channel.

Acquisition 72

Acquisition Strategy Marketing Business 72

Groove HQ

MARCH 12, 2024

Customer acquisition is expensive and time-consuming, while the markets are getting more and more competitive. One sure way to lose a customer is to […] The post How Live Chat for Customer Support Can Boost LTV? So who can win this battle? Businesses with high LTV. appeared first on Groove Blog.

Customer Support 59

Customer Support Acquisition Investment Development 59

SaaStr

JANUARY 25, 2023

billion-dollar acquisition by Bill within five years. In this episode, Snow shares the journey to realizing the strength of revenue alignment through sales, marketing, and customer success and the principles for implementing this structure to yield tremendous results. This structure drove the company to a $2.5

Customer Success 246

Customer Success Revenue Marketing Sales 246

Intercom, Inc.

JUNE 11, 2018

New logo acquisition is a key metric that sales teams focus aggressively on and it’s a simple truth that most salespeople do not celebrate when a large customer renews their contract in the same way than when they sign the dotted line for the first time.

Sales 201

Sales Acquisition Retention Consulting 201

SaaStr

JULY 27, 2022

Customers should feel empowered to take on onboarding and essential customer support themselves. On the subject, Zocchetto said, “I think on top of sales and marketing and a beautiful product…making your customers happy with what you are delivering to them is the most important lever for growth.”.

SMB 244

SMB Sales Hiring Scale B2C 244

SaaStr

SEPTEMBER 15, 2023

So, if he wanted to hire customer support, it could be a biomechanical engineer. They’re spending a lot on online marketing and acquisitions and servicing all those leads from a low-cost place like India. Freshworks bet on the inherent talent in employees, even if they didn’t have experience.

Sales Hiring 289

Sales Hiring Scale SMB SaaS 289

Stax

MARCH 16, 2025

The True Cost of User Churn Customer churn is more than just an operational inconvenience – it directly impacts a SaaS company’s bottom line. Aside from building a stellar product, you need to be prepared to work through buggy features and the need for modifying existing ones so that customers have little to no downtime.

Payment Solutions 88

Payment Solutions Software Review Churn SaaS Payments 88

Intercom, Inc.

JANUARY 25, 2022

Integrations like the Intercom integration with HubSpot empower these teams to use data from live chat and messaging, smart workflows, and business intelligence to anticipate prospect and customer needs. . Automate customer support inquiries and follow-up.

Artificial Intelligence 216

Artificial Intelligence Sales Sales Funnel Technology 216

The Angel VC

MARCH 23, 2016

As I wrote in the original post: It's a simple plan for an early-stage SaaS startup with a low-touch sales model – a company which markets a SaaS solution via its website, offers a 30 day free trial, gets most of its trial users organically and through online marketing and converts them into paying customer with very little human interaction.

SaaS Payments 217

SaaS Payments Headcount SaaS Payment Methods 217

Groove HQ

FEBRUARY 20, 2024

Today we will dig deep into what is CAC and how to keep it lower than your […] The post Customer Acquisition Cost: Less CAC More LTV appeared first on Groove Blog. To some, it may seem like a joke, but for many businesses, this is a reality that they ignore.

Acquisition 69

Acquisition Revenue Business Customer Support 69

Intercom, Inc.

OCTOBER 16, 2019

If your average order value is less than $5,000 a year, your application ideally needs to be a “self-service” model, where your customer signs up themselves with “zero touch” from the company. The key here is to keep the cost of customer acquisition down. Gaining new customers. The middle ground ($5,000 p.a.

Business Model 195

Business Model Scale Pricing Payment Methods 195

Intercom, Inc.

JULY 21, 2022

We’ll also hear Andrew Chen, general partner at Andreessen Horowitz, talking about the changing landscape of customer acquisition. Things like media companies, finance companies, retail companies, sales functions, marketing functions, and customer support. Chasing free customer acquisition.

Outsourcing Services 215

Outsourcing Services Sales Hiring CTO Hire Acquisition 215

Clouded Judgement

SEPTEMBER 6, 2024

To fund significant customer acquisition costs to capture market share. The first assumption is that at the end of the rapid customer acquisition spend you will end up as the monopoly or duopoly leader (with, importantly, pricing power). The end state may very well be one or two Kings emerge in each category.

Cloud 167

Cloud Scale Venture Capital Sales Hiring 167

Intercom, Inc.

JULY 19, 2021

What’s more, Forrester’s study, Drive Conversational Experiences For A Future-Ready Customer Support Strategy , revealed how conversational support can fuel customer retention and business growth across the entire business. Enhanced customer satisfaction (58%). Improved customer acquisition (54%).

Underperforming Technical Team 129

Underperforming Technical Team Scale Sales Hiring Sales Recruiting 129

Intercom, Inc.

APRIL 14, 2022

As Chief People Officer, David will lead the company’s global People organization, including talent acquisition, onboarding, learning and development, HR business partners, total rewards, diversity, equity and inclusion, and real estate & workplace experience. Welcome Declan Ivory, VP of Customer Support.

Technical Support 129

Technical Support Leadership Acquisition Customer Support 129

Payrix

JULY 17, 2024

It offers opportunities to remove any points of friction, maintain brand continuity, and design and deliver an ideal overall user experience at every stage — from onboarding to ongoing customer support.

Merchant Services 130

Merchant Services Payment Services Payments Payment Solutions 130

Groove HQ

MAY 21, 2024

Amid so much noise, it’s becoming harder to perform customer acquisition efficiently. Today, […] The post 7 Simple Strategies for Maximizing Customer Acquisition appeared first on Groove Blog. Fortunately, you’re not limited to just one marketing channel.

Acquisition 52

Acquisition Strategy Marketing Business 52

User Pilot

OCTOBER 5, 2023

TL;DR The CAC payback period measures the time it takes for a company to recover the money invested in new customer acquisition. This metric helps SaaS companies choose the most effective customer acquisition channels , diagnose inefficiencies in customer retention strategies , and inform pricing decisions.

SaaS Payments 105

SaaS Payments Customer Lifetime Value Acquisition Payment Solutions 105

FastSpring

DECEMBER 7, 2023

“This is everyday for me, so I love talking about it,” says Carl Hargreaves about mergers and acquisitions. As the Director of Corporate Development & Strategic Partnerships at WP Engine , Carl has worked on many acquisitions and partnerships, including brands like Flywheel, Perfect Dashboard, Block Lab, and recently, Delicious Brains.

Software Review 148

Software Review Technical Review Development Team Review Branding 148

User Pilot

JANUARY 17, 2024

Your SaaS business is ready to scale if you have surpassed your previous goals, know the solutions customers want, have strong cash flows, and have a team ready to grow with you. Here are the 15 most effective ways to scale your SaaS business: Create a solid customer acquisition strategy.

Scale 105

Scale Scaling SaaS Underperforming Technical Team 105

Intercom, Inc.

OCTOBER 5, 2018

But a sound retention strategy is actually one of your most powerful levers to grow your business by creating loyal customers. A study by Price Intelligently showed that a 1% increase in acquisition affects your bottom line by about 3.3%. That’s right: retention can be twice as powerful as acquisition. Treat them differently.

Churn 199

Churn Retention Strategy Education 199

Blulogix

JANUARY 2, 2025

Alongside this expansion, the industry is experiencing significant consolidation , with mergers and acquisitions creating larger, more diversified players. Customer Expectations: Consolidated companies often have the resources to deliver personalized, seamless experiences, setting a high bar for customer satisfaction.

Payment Features 52

Payment Features Payments Subscription Payment Solutions 52