Intercom, Inc.

DECEMBER 10, 2020

Nick has developed an equation to describe what he means : customer success (CS) = customer experience (CX) + customer outcomes (CO). He’s also elaborated on this concept in a new book , written with Allison Pickens, called The Customer Success Economy: Why Every Aspect of Your Business Model Needs a Paradigm Shift.

Scale 223

Scale Customer Success Scaling B2B 223

FastSpring

NOVEMBER 15, 2018

Who is your target market: individuals or businesses? Let’s look at common ecommerce business models, so you can see which is best for your business. As a business, you have three basic selling models to choose from. Price-sensitive customers. Can your SaaS business handle this lengthy process?

Business Model 68

Business Model B2C Business Government 68

SaaStr

FEBRUARY 14, 2021

One con is that these businesses often are tougher to gain a longer-term competitive advantage in unless there is a network effect (e.g., But from a business model perspective, why invest in sales, demand gen, and all that if you don’t have to? And competition thus ends up being even fiercer.

Revenue 264

Revenue Sales Hiring Customer Lifetime Value Churn 264

SaaStr

SEPTEMBER 11, 2024

Lucid launched in 2010 (before PLG was a term), and their team had an intense focus on product early on, so much so that the COO at the time read through hundreds of thousands of customer support tickets to hear directly from customers. In their first year, they had their first paying customer.

Scale 312

Scale Scaling Sales Hiring compliance 312

Incredo

JUNE 25, 2019

Freemium business model is when you give your product to the users for $0, provide them with the basic value of your product for unlimited time but at the same time encourage them to become a paying customer in order to have access to more advanced features. Note that freemium model ? free trial.

SaaS 236

SaaS Pricing Software Review Acquisition 236

SaaStr

MARCH 1, 2024

A Case Study: Gorgias Gorgias is a ticketing platform for customer support focused on e-commerce, primarily Shopify. It turned out that it was pretty hard to build out workflows and software support systems for individuals to be able to do that at the time. That’s the core mission. This is a really constrained use case.

Generative AI 298

Generative AI Outsourcing Services AI Software Review 298

Chargify

OCTOBER 14, 2019

Customer support has always been important in the SaaS industry, but its importance is only growing. . Customers expect more authenticity in their relationships with the companies they do business with — and excellent customer support is perhaps the most critical component of customer relationships.

Customer Support 68

Customer Support Merchant Services SaaS Scale 68

SaaStr

JULY 27, 2022

Customers should feel empowered to take on onboarding and essential customer support themselves. Sales teams play a critical role in growing a business. But your sales needs when selling to small and medium-sized businesses differ from an enterprise-level market. The self-serve approach goes beyond the sales cycle.

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. Its business model of going global and going inbound from India is the differentiation. Freshworks bet on the inherent talent in employees, even if they didn’t have experience.

Sales Hiring 289

Sales Hiring Scale SMB SaaS 289

CustomerSuccessBox

NOVEMBER 9, 2021

The SaaS Business Model. Their customers don’t buy a license once and for all. The faster it will convert new customers, the larger its installed base will be and the better the evolution of its cash flow after the break-even. Here are 7 customer success metrics to record if you are a SaaS business.

Business Model 52

Business Model Business SaaS Software Review 52

Subscription Flow

NOVEMBER 28, 2023

A major issue that arises, especially in the B2B SaaS business model, is how to break into the upmarket market as startups develop into scaleups that are primarily focused on increasing their market capitalization. This has historically been a significant cause of customer support cases as well as development friction.

SaaS Payments 59

SaaS Payments Payments Business Model Payment Services 59

Baremetrics

FEBRUARY 2, 2021

Many SaaS businesses concentrate on offering an amazing product and then neglect customer support. They assume that when you have a great product, customers will always come back. In this guide, you will learn why SaaS customer support is so important, how to get started, and what metrics to use to track success.

Payment Methods 59

Payment Methods Customer Support SaaS Payments Payment Solutions 59

Tom Tunguz

JUNE 19, 2017

It also would challenge the business model of the SaaS startup. In other words, the revenue from data royalties is worth less than the value of an intelligent human resources information system or customer relationship management system or customer support system.

Machine Learning 186

Machine Learning Artificial Intelligence Advertising Marketplace as a Service 186

SaaStr

JUNE 17, 2023

Achieving these results though requires an organization-wide commitment towards continuous improvement across all aspects of operations, ” from product development to customer support, ” thus creating a culture that embraces efficiency at every level within the organization.”

Venture Capital 277

Venture Capital Scale Technical Review Software Review 277

Totango

JULY 18, 2018

Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. From onboarding challenges, to user experience difficulties, to product misfires, the Customer Support or Customer Service agent is often the customer’s “first responder.”.

Customer Support 57

Customer Support Customer Success Retention Underperforming Technical Team 57

USIO

JUNE 3, 2024

This operational efficiency can result in cost savings and a more scalable business model. As your SaaS business grows, your payment needs will evolve. Usio integrated payment solutions are designed to scale with your business, offering flexibility in terms of payment methods, currencies, and transaction volumes.

Payments 130

Payments Payment Solutions Payment Services SaaS Payments 130

Intercom, Inc.

MAY 28, 2020

“The more value we could bring, the more interesting and sticky our business model could become” Catherine: That’s really amazing. Jonathan, you mentioned Aircall’s original vision and mission back in 2014 when you got started was to reinvent the business phone.

Marketplace as a Service 186

Marketplace as a Service Cloud Government Retention 186

Practical Advice on SaaS marketing

AUGUST 1, 2018

Adding more useful features, delivering a solution that’s easier to use, or providing outstanding customer support are likely to build a more sustained relationship. The business model doesn’t work when too many paying customers leave too quickly.

Churn 122

Churn Metrics Compensation Software Review 122

Practical Advice on SaaS marketing

JUNE 1, 2012

It's one of the more attractive features of the SaaS business model. Operations : People with SaaS genes know how to run an operation that ensures that the solution is secure and reliable, capable of supporting many users with heavy usage at peak hours. Better yet, it's a consistent revenue stream, driven by subscriptions.

Acquisition 100

Acquisition SaaS Finance Customer Support 100

FastSpring

MARCH 15, 2021

Underestimating Customer Support Needs. With instant delivery and self-service options, you may think your customer support team will be bored. Or, you can avoid the stress and hire a partner like FastSpring to ensure your business remains compliant with all tax laws. How FastSpring Can Help You Make the Shift.

Payment Features 147

Payment Features Payment Services Subscription Payment Solutions 147

Neil Patel

AUGUST 26, 2020

You can expect great loading speed and friendly, helpful customer support on your side. With incredibly adaptable services you can literally change your business in a matter of hours. Maybe you’re certain that your current business model is outdated. Their Customer Support is extremely responsive.

Technical Review 145

Technical Review Scale Pricing Engineering 145

Stax

MARCH 18, 2025

To choose the right payment processing solution for your business, you need to evaluate your business needs, evaluate security and compliance standards, and evaluate different payment processors based on pricing, features, customer support, and scalability. Talk to sales What is a Payment Processing System?

Payment Services 88

Payment Services Merchant Services Payment Methods Payment Solutions 88

FastSpring

JANUARY 7, 2021

A customer loyalty program is a program set in place that rewards customers for frequent purchases. Think of it as matching s customer’s generosity by offering things like free goods, discounts, customer support, or VIP access. How successful are customer loyalty programs?

Customer Lifetime Value 148

Customer Lifetime Value Scale Forecasting Engineering 148

Intercom, Inc.

JULY 1, 2019

It’s a fundamentally different business model, and everything about how you market it and how you talk to your customers changes. That’s why I’ve been saying that retention is more important than conversion for all businesses, but specifically for marketers. .

Retention 223

Retention Onboarding Payment Features Subscription 223

Tom Tunguz

NOVEMBER 4, 2015

As Kenny told us last night, that experience of selling enterprise software quarter by quarter pushed him to develop and discover businesses that have flywheel effect, that generate revenue even on weekends when no one is working because there is a huge amount of momentum in the customer acquisition strategies.

Technical Advisors 100

Technical Advisors Marketing SaaS Acquisition 100

Clouded Judgement

MARCH 31, 2023

How Will AI Effect Software Business Models? Like many, I’ve been thinking about how AI and foundation models will effect the world of software. In particular - how AI will effect software business models. There are two main topics I’ve been pondering lately: Margins.

Cloud 130

Cloud Sales Hiring AI Headcount 130

ChurnZero

FEBRUARY 9, 2021

Course Description: Customer success is a new field that goes beyond the more traditional sales, marketing, and customer support. Teams are being created to manage the customer life cycle and drive adoption, renewals, upselling, and advocacy. Instructor : Robbie Kellman Baxter , Founder of Peninsula Strategies LLC. .

Customer Success 98

Customer Success Customer Lifetime Value Scale Consulting 98

ProfitWell

APRIL 23, 2020

Their customers—small, local automotive garages—began expressing a desire for a feature within the app that allows them to continue to collect revenue despite many shops closing or being open for very limited hours. GaragePlug’s customer support team kept hearing this recurring theme that customers wanted revenue despite the lockdown.

Payment Methods 110

Payment Methods Retention Payment Solutions Automotive 110

Totango

DECEMBER 20, 2023

Customizability and flexibility : Totango stands out for its customizable nature and flexibility, allowing users to adapt the platform to their specific needs and business models. Excellent customer support : Users appreciate the responsive customer service, including the attentive sales team and supportive helpdesk.

Software Review 115

Software Review Technical Review User Experience Enterprise 115

Stax

MARCH 18, 2025

While traditional business models have a harder time estimating their future revenue, SaaS companies have access to more accurate revenue forecasts, such as their MRR and ARR. Expanding to global markets Expanding a SaaS business into international markets presents enormous growth opportunities, but it also requires careful planning.

Scale 117

Scale Payment Services Payments SaaS Payments 117

FastSpring

APRIL 23, 2024

Our team intimately understands the complexities of subscription billing and selling — and we’re deeply committed to helping our customers grow. Set up a demo or try it out for yourself. Related Reading Find out Why TestDome Considers FastSpring a Real Partner for Selling Software Online.

Payment Methods 142

Payment Methods Payment Services Merchant Services Payment Solutions 142

Subscription Flow

OCTOBER 16, 2024

Use the following criteria as a checklist, and match your business’s requirements with it to find the fittest billing solution for you. Does the billing software align with your business model? Ask if the software offers 24/7 customer support, and customer onboarding assistance.

Payment Services 59

Payment Services Payment Solutions Payment Features SaaS Payments 59

FastSpring

SEPTEMBER 12, 2024

For those that might not be familiar, FastSpring is a merchant of record platform that combines all the essential tools you need to scale a digital goods business. In simple terms, we handle everything from payments to fraud management, to custom support and tax compliance, so that sellers can focus on growing their business.

Merchant Services 192

Merchant Services Payment Services Payment Methods SaaS Payments 192

Stax

AUGUST 29, 2024

A dedicated merchant account provider will offer an exclusive merchant account with its own merchant ID (MID) and the option to customize its features to suit your specific needs. They will check your business model, credit history, business risk, tax history, and more. Request a Quote

Merchant Services 88

Merchant Services Payment Services Payment Methods Payment Solutions 88

Practical Advice on SaaS marketing

AUGUST 11, 2009

(I've shown how much publicly-held SaaS companies are spending at " The Risk of Spending Too Little on SaaS Marketing. ") It's an instinct perhaps learned from experience with the business model for on-premise applications. You'll lose revenue in the short term, and you'll lose revenue over the long term.

SaaS 100

SaaS Acquisition Payment Features Subscription 100

Practical Advice on SaaS marketing

AUGUST 17, 2010

Given that for most SaaS companies, customer satisfaction and retention is vital to success , putting an executive in charge of delivering a high quality customer experience makes perfect sense. An important part of the job, after all, is about keeping customers satisfied so that they renew at the end of their subscription term.

VP of Engineering 100

VP of Engineering Sales Hiring SaaS Outsourced Development 100

User Pilot

APRIL 8, 2024

How is it different from the top-down business model? Different approaches used in bottom-up SaaS companies How does the bottom-up business model work in practice? Different approaches used in bottom-up SaaS companies How does the bottom-up business model work in practice?

Strategy 100

Strategy Business SaaS Customer Lifetime Value 100