Sixteen Ventures

SEPTEMBER 10, 2020

It’s critical to understand why your customers churn, but if you’re relying solely on the reason the customer gives you for that churn, you’re definitely missing the actual reason. It’s easy to just ask a customer why they’re cancelling or not renewing and to leave it at that. Churn: Syntax and Nomenclature.

Churn 132

Churn Customer Success Systems Review Outsourced Development 132

SaaStr

MAY 8, 2022

Why NRR is Probably The Wrong Core Metric for Your Customer Success Team. 10 Rules for Defining Churn with SVP of Customer Success & Retention at Solarwinds, Andrea Webb, and SVP of Commercial Strategy & Operations at ForgeRock, Tim Willey. 9 Things Your New Head of Product Should Do in Their First 30 Days.

Scale 284

Scale Engineering Payment Features Sales 284

SaaStr

JANUARY 11, 2024

and so deeply embedded in the fabric of our customers’ businesses that they’d never churn. Sometimes in great ways — forcing B2C subscription businesses to relentlessly provide a great end-user experience. Well, we do all track NRR, churn and hopefully GRR too. To be so valuable, so cost-effective.

Retention 317

Retention B2C B2B Churn 317

SaaStr

OCTOBER 13, 2022

ChartMogul is an analytics platform to help you run your subscription business. 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. ChurnZero is the Customer Success platform and partner for growing SaaS and subscription businesses.

GCP(Google Cloud Platform) 257

GCP(Google Cloud Platform) Azure AWS Enterprise readiness 257

SaaStr

MARCH 17, 2020

ClientSuccess, the customer growth platform, launched new solutions earlier this week to help customer success become a more strategic growth lever for your company. CustomerSuccessBox announced “Sheldon,” a new AI-engine to help customer success teams improve MRR Retention. ClientSuccess . CustomerSuccessBox.

Sales Hiring 233

Sales Hiring Scale Payment Features Marketplace as a Service 233

SaaStr

MAY 8, 2021

Monthly invoices can make things even worse, of course. But getting paid in a simple ACH or credit card payment each month can be magical. Annual deals can create unnecessary customer friction. If you tell a loyal customer in Year 2 you are taking away their discount … expect that loyalty to evaporate.

SaaS Payments 312

SaaS Payments Payment Services Scale Payments 312

Stax

JANUARY 28, 2024

Long before the digital age, newspaper and magazine companies have been using the subscription model to create and retain a consistent readership for their publications. The most potent benefit of the subscription-based business model is that companies are guaranteed a fixed revenue stream—if they can retain their customers or subscribers.

Payment Features 88

Payment Features Payment Methods Payment Solutions SaaS Payments 88

ChurnZero

FEBRUARY 7, 2025

To win the battle against churn, CS teams need to leverage the right strategies and specialized tools. By combining a customer success platform (CSP) with a powerful CRM tool, teams can minimize churn, turning satisfied customers into loyal advocates and building a more engaged, long-term customer base.

Churn 59

Churn Data Artificial Intelligence Machine Learning 59

FastSpring

MAY 20, 2024

Moving some, all, or simply more of your software offerings from a one-time perpetual license model to a software as a service (SaaS) subscription model can be daunting, but it’s so powerful for building dependable, recurring revenue. Letting FastSpring handle the subscription infrastructure. So that gets complex.

SaaS Payments 158

SaaS Payments Payments Merchant Services Payment Solutions 158

Stax

JUNE 18, 2024

Subscription models offer companies large and small the opportunity to build predictable revenue and high customer lifetime value. But managing subscriptions effectively and freeing up time and resources for expansion is no picnic.

Payment Features 88

Payment Features Payment Solutions Payment Services Payments 88

SaaStr

FEBRUARY 28, 2019

So we sent them an invoice for $60k, and our champion went … ballistic. He told me he had taken a big risk on us, and just getting an invoice out of the blue with a 600% price increase “was just not OK” He was right. Price increases on existing customers always lead to churn. More on that here.

Pricing 273

Pricing Payment Features B2C Churn 273

FastSpring

APRIL 26, 2022

Last week, I canceled an annual SaaS subscription (I had three weeks left until renewal). Interestingly, even though I paid for a year-long subscription, the company didn’t let me keep the last three weeks of access to its premium features. This action will immediately downgrade your subscription. Part I: SaaS Churn Benchmarks.

Benchmarks 147

Benchmarks Churn Payments SaaS Payments 147

SaaStr

JULY 20, 2024

Dedicated Slack Channel For Every Metric From the early days at Secureframe, they have had a dedicated Slack channel for every metric: every net new sale, every expansion, every churn, and every expense. Work with Great Executive Recruiters ”The first time I saw an invoice for an executive search, I think I had a heart attack,” Shrav joked.

Sales Recruiting 299

Sales Recruiting Sales Hiring Scale Engineering 299

FastSpring

JANUARY 27, 2022

“It turned out that many refund requests happened because the company had failed to inform customers about their upcoming billing cycle,” Jon told us. And interestingly, many of those customers resubscribed later on in the year.”. How Enchant reduced churn and support requests related to account owner issues.

Merchant Services 146

Merchant Services Payment Services SaaS Payments Payment Solutions 146

FastSpring

JANUARY 19, 2023

PayPal Doesn’t Offer Great European Invoicing Options The other compliance challenge NitroPack faced as a B2B company was sending EU-required VAT invoices. style receipts and invoices, but the payment platform doesn’t create the type of invoices that the EU requires for most B2B transactions.

Merchant Services 147

Merchant Services Payment Services Payments Payment Features 147

ChurnZero

APRIL 25, 2025

And since customer lifetime value and NRR are integral to broader revenue goals, it is time for CS to embrace the predictive, in which strong forecasting begets lower churn. Weve outlined a process for data driven customer success renewals forecasting, plus some extra tips on how ChurnZero can help. Non-recurring revenue.

Forecasting 52

Forecasting Customer Success Payments Data 52

Blulogix

MARCH 25, 2024

By BluLogix Team Mastering the Art of Complex B2B Recurring and Subscription Billing: Navigating Financial Process Complexity in B2B Subscriptions The financial backbone of B2B subscription models rests on efficiently managing complex processes spanning billing, payments, revenue recognition, and reporting.

Payment Services 94

Payment Services Payment Features Subscription Payments 94

User Pilot

SEPTEMBER 19, 2023

As your business grows and your focus shifts from acquiring new customers to retaining existing ones, churn prediction becomes an invaluable tool in your toolkit. Accurate churn prediction models help you improve the customer experience and prevent voluntary customer departures. What is churn prediction?

Churn 105

Churn Machine Learning Artificial Intelligence Data Analysis 105

User Pilot

NOVEMBER 14, 2024

Customer expansion drives recurring revenue and long-term growth. By increasing the value provided to existing customers through different expansion tactics, companies can reduce churn and enhance customer lifetime value. Downgrade or churn rates in expanded accounts to see if your upgrades deliver lasting value.

Strategy 105

Strategy Payment Solutions Payments Customer Lifetime Value 105

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Payment Solutions 106

Payment Solutions Payment Methods Retention Customer Success 106

Totango

NOVEMBER 15, 2021

Customer success tools extend the functionality of your CS platform, multiplying its value. By connecting data from other success tools to your CS tool, you can view and manage all your customer data from one place instead of leaving it isolated in separate information silos. Billing: Zuora. Workflows: Zapier, Segment.

Payment Solutions 117

Payment Solutions Payments Customer Success Payment Methods 117

User Pilot

MAY 8, 2024

Wondering how to build a customer success dashboard for your team? From the article, you will learn what a customer success dashboard is, why you need it, and what metrics it should include. And how to build a dashboard for your customer success team using Userpilot analytics ! Let’s dive right in!

Customer Success 105

Customer Success Customer Lifetime Value Retention Onboarding 105

Totango

OCTOBER 12, 2022

Recent years have seen an astonishing rise in the popularity of subscription-based products and services. And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. . Leading the charge. We can see this development in our recent survey.

Customer Success 115

Customer Success Churn Enterprise Software Development 115

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. Suggesting upsells.

Customer Success 118

Customer Success Management Underperforming Technical Team Scale 118

User Pilot

JANUARY 10, 2022

How important is customer success KPIs to your SaaS business? Customer success metrics help you analyze how effectively you help customers gain value from your SaaS product. When measuring customer success metrics, it’s never only about the results. What is customer success in SaaS?

Customer Success 105

Customer Success SaaS Payments Customer Lifetime Value SaaS 105

User Pilot

OCTOBER 19, 2024

As such, you must tailor your strategies to meet your target customers’ specific needs and expectations. What does customer satisfaction look like for SaaS businesses? Unlike traditional businesses, most SaaS businesses operate the subscription pricing model. As a result, satisfying customers is key to any success in SaaS.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

SaaStr

JUNE 18, 2023

It decreases churn, at least in terms of timing (even if they churn, it takes a year to ‘happen’). And it’s sometimes easier to administer — automated monthly credit card payments are easy nowadays, but any invoicing process more than an annual one can be a big administrative headache.

Payment Features 186

Payment Features Payment Solutions SaaS Payments Payment Services 186

Chart Mogul

SEPTEMBER 17, 2020

While I was researching this topic, I reached out to our Customer Success and Sales teams to see if many customers were coming to them with questions about MRR. Because MRR is based on subscriptions, it has a strong forward-looking element. Example: A customer pays $60 for an annual subscription.

Payments 145

Payments Revenue Payment Features SaaS Payments 145

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Businesses need a new strategy for customer success growth.

Customer Success 107

Customer Success Payment Methods Payments Payment Services 107

User Pilot

JULY 29, 2024

Looking for the best customer success management software to power up your product growth strategy, but you are overwhelmed with so many options in the market? TL;DR Customer success software refers to tools that help manage customer experiences and drive customers toward their desired outcomes.

Customer Success 105

Customer Success Software Management SaaS 105

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Top five Customer Success resources brought to you by ChurnZero.

Customer Success 98

Customer Success Churn Onboarding Consulting 98

Totango

JUNE 3, 2022

Customer success email templates form a foundation for effective CS automation. While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. Customer check-ins. Sales to Customer Success Handoff Email Template.

Customer Success 115

Customer Success Payments SaaS Payments Payment Methods 115

Blulogix

DECEMBER 4, 2024

By BluLogix Team The Rise of the Subscription Economy for IT Service Providers Introduction The subscription economy is reshaping how businesses across all industries operate , and IT Service Providers (ITSPs) are no exception. Increased Customer Loyalty Subscription-based services also help build stronger customer relationships.

Payment Features 59

Payment Features Subscription Outsourced Development Pricing 59

ChurnZero

NOVEMBER 18, 2024

Per the 2024 Customer Success Leadership Study , 51% of CS teams are responsible for renewal revenue and 41% for expansion revenue. As drivers of recurring revenue, CS teams are critical to the health of SaaS organizations. And there is no world where the function does not exist at B2B subscription companies.

Customer Success 52

Customer Success Scale Merchant Services Technical Review 52

FastSpring

OCTOBER 13, 2020

Onboarding is your opportunity to teach a new customer how to successfully use your product. It’s a great customer retention tool and helps reduce churn. As a digital business, having personal, real-time training with each of your customers is not a scalable option. Stay Connected with Customers Via Email Campaigns.

Retention 148

Retention Payment Features Payment Methods Payment Services 148

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Subscription or license renewal.

Customer Success 112

Customer Success Management Onboarding Retention 112

User Pilot

MAY 10, 2022

Are you struggling to retain customers for long? The churn prevention strategies discussed in this article will help with your product engagement strategy. Churn happens when a customer stops using a company’s products or services after a certain period of time. Churn explained. How do you calculate churn?

Churn 98

Churn Strategy SaaS Engagement 98