SaaStr

DECEMBER 29, 2022

Shopify is seeing higher e-commerce growth at the end of 2022 than earlier, Healthcare has seen no real downturn or impacts. Worst case, they still use it and are happy, and churn less. If things are tougher for you, well they can’t be tougher everywhere. Toast says restaurants aren’t slowing down. A related post here. #6.

Sales Hiring 292

Sales Hiring Venture Capital Healthcare Communication 292

SaaStr

DECEMBER 4, 2023

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. Customers you acquire through heavy discounting are more likely to churn in the long run. to find out what was going on.

SaaS Payments 282

SaaS Payments Payment Services Payments Payment Features 282

SaaStr

OCTOBER 20, 2022

We have a rapidly growing customer base across several verticals, particularly financial services, HR, healthcare, and education. You need an efficient way to keep your customers successful, reduce churn, drive adoption, and increase net revenue retention.

Scale 200

Scale compliance Healthcare Education 200

Intercom, Inc.

SEPTEMBER 28, 2021

It’s important that product decisions don’t neglect your wider customer base – ignoring the needs of a subset of customers is not only a churn risk, it stunts your product’s growth. As we moved upmarket, we saw strong demand from healthcare-related companies and recognized the urgency of this investment. .

Scale 249

Scale Management Sales Hiring Healthcare 249

SaaStr

APRIL 30, 2022

One is your churn. SaaS businesses have churn. Churn, think we’re all familiar with what churn is. Churn defines your average lifetime of your customer. We talked about churn. Five percent monthly churn gives you a 20 month average lifetime. MRR, obviously. Average Revenue per Customer.

SaaS Payments 246

SaaS Payments Metrics Payment Methods Scale 246

SaaStr

JUNE 16, 2020

I’m going to first talk about some of the insights that we’ve gotten from serving Salesforce Ventures portfolio companies, both in terms of what they’re seeing in the market and how bookings and churn and things like that are heading, but then also how they’re adjusting to this on their go to market strategies.

Sales Hiring 210

Sales Hiring Scale SaaS Payments Payment Services 210

SaaStr

JANUARY 21, 2020

It’s an SMB SaaS company in the healthcare technology vertical. I used to think that I could go into healthcare and pull a med device rep who was selling million dollar towers on a six-month sales cycle. The last but not least sort of caveat is taking customer and the churn into consideration. Hey everyone.

Sales Recruiting 332

Sales Recruiting Sales Hiring Scale Sales 332

Intercom, Inc.

NOVEMBER 18, 2020

To understand the way support leaders are thinking about automation, we worked with an independent market research firm to survey a random sample of 404 customer support leaders across both B2B and B2C industries in several sectors, including retail, healthcare, and technology. A note about methodology.

Customer Support 223

Customer Support Trends Scale Scaling 223

Intercom, Inc.

APRIL 14, 2020

During a crisis like COVID-19, your business is likely making rapid decisions that will affect how your support team communicates with your customers, like how you’re: Helping customers who are on the verge of churning. Or supporting customers who are facing financial difficulties.

Scale 223

Scale Leadership Customer Support Healthcare 223

Andreessen Horowitz

JANUARY 8, 2024

Our healthcare system is expected to spend over $25 billion on cell and gene therapies by 2028, according to EvaluatePharma and as shown in the figure below. So, while these therapies have the potential to change patients’ lives, they could also lead to ballooning healthcare costs.

Technical Review 22

Technical Review Payment Solutions Payment Services Healthcare 22

User Pilot

JUNE 11, 2024

Customer churn rate : Tracks the percentage of customers who stop using the product. For instance, a KPI might be the overall customer retention rate , which is composed of metrics like month 1 retention rates and churn rates. Free-trial conversion rates : Measures the effectiveness of free trials in driving paid subscriptions.

Benchmarks 102

Benchmarks Product Marketing Metrics Marketing 102

Valuize Consulting

APRIL 4, 2025

Time data highlights inefficiencies and bottlenecksempowering you to: Automate routine tasks Streamline processes Reallocate time toward strategic, value-driving work Predicting Customer Health and Preventing Churn: Fluctuations in time spent with a customer often signal changes in engagement.

Scaling 52

Scaling Data Healthcare Cost optimization & reporting 52

User Pilot

JULY 21, 2024

It has significant variations across different segments, including: Industry : Retention rates vary by industry, with Fintech and Insurance leading at 57.6%, and Healthcare lagging at 34.5%. Offer consistent customer support : An in-app resource center and well-organized knowledge base reduce friction and prevent churn. HR : 41.4%

Benchmarks 105

Benchmarks Retention Healthcare Scale 105

ProfitWell

OCTOBER 16, 2019

It’s the question on every SaaS founder’s lips: Is my churn rate too high? A “good” churn rate for one company might be terrible for another. Worse, comparing average churn rates across different markets and industries will leave you mired in confusing statistics and contradicting studies. What is the average churn rate?

Churn 55

Churn SaaS Payments Payments Payment Methods 55

Valuize Consulting

DECEMBER 17, 2024

Revenue-based ratios often lead to overstretched CSMs who burn out and quit, and under-supported customers who fail to achieve value and churn. Encourage cross-departmental collaboration for the fully adopted product. Identify success stories to drive advocacy.

Technical Review 52

Technical Review Systems Review Headcount Scale 52

Tom Tunguz

JULY 21, 2013

He describes the challenges faced by healthcare institutions all over the world: despite the advances in research, the most difficult part of improving care isn’t availing doctors and nurses to these breakthroughs, but changing their behavior. How do you speed the ones that don’t? ” Insights and tools must be put to use.

Product Marketing 100

Product Marketing Engagement Scale Startup 100

Chaotic Flow

APRIL 22, 2014

It’s one thing to claim that a 50% reduction in churn will result in a 2X increase in recurring revenue, but it’s quite another thing to make it happen. Achieving that 50% reduction in churn is usually a tedious and unreliable process of trial and error. Reducing churn by 30% is hard. This is about to change.

Customer Success 138

Customer Success Metrics SaaS Churn 138

Tom Tunguz

SEPTEMBER 14, 2014

In addition, the company provides its customers tools to manage clinical trials for healthcare treatment approvals. And considering the revenue concentration in just a few hundred accounts, this money is well spent because churn of a few percentage points per year can reduce revenue materially.

Benchmarks 153

Benchmarks Metrics SaaS Healthcare 153

Totango

JULY 31, 2020

Prevent churn related to overly complicated setup, poor customer support, and other negative onboarding experiences. Reduce costs related to churn , acquiring new leads, and addressing elevations during onboarding. Example: Healthcare Technology Company A is onboarding a new hospital.

Onboarding 127

Onboarding SaaS Healthcare Systems Review 127

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero. .

VP of Engineering 98

VP of Engineering Customer Success Scale Healthcare 98

Intercom, Inc.

MAY 10, 2018

This creates an acquisition treadmill with built-in natural churn. Andrew: When you look inside any of these hyper-growth companies, what you find – and this is a good signal – is they’ve grown so fast organically they actually haven’t really needed to go super deep on the data, churn models or all the nuances.

Acquisition 224

Acquisition Marketplace as a Service Retention Startup 224

ChurnZero

OCTOBER 12, 2021

Onboarding Hero – Definitive Healthcare. Definitive Healthcare’s passion is to transform data, analytics, and expertise into healthcare commercial intelligence. They help clients uncover the right markets, opportunities, and people, so they can shape tomorrow’s healthcare industry. Onboarding Hero – VAIRKKO.

Healthcare 98

Healthcare Systems Review Scale Point of Sale 98

SaaStr

SEPTEMBER 25, 2020

You do not want a high churn sales environment. Jason Lemkin: You want a zero voluntary attrition sales team, and you want as low a churn sales team as possible. Maybe not cosmetics or pool supplies but maybe from very different industries, maybe from healthcare, maybe from all different types of things and train them.

Sales Hiring 240

Sales Hiring Sales Recruiting Scale Sales 240

ChurnZero

OCTOBER 8, 2021

We may not be saving the world from COVID (the real heroes are in healthcare), but we do try to do our part where we can,” said You Mon Tsang, CEO and Founder of ChurnZero. “We ChurnZero is a real-time Customer Success platform that helps subscription businesses fight customer churn. About ChurnZero: .

Technical Review 98

Technical Review Healthcare B2B Software Review 98

ChurnZero

SEPTEMBER 23, 2020

“ We may not be saving the world from COVID (the real heroes are in healthcare), but we do try to do our part where we can ,” said You Mon Tsang, CEO and Founder of ChurnZero. “ About ChurnZero: ChurnZero helps subscription businesses fight customer churn. You can view the full award recipient list here. .

Technical Review 98

Technical Review Venture Capital Software Review Healthcare 98

Sales Hacker

JUNE 14, 2021

They used ABM to get conversations with a healthcare products firm that serves long-term care (LTC), skilled nursing, assisted living, hospice, and VA facilities. Despite having a team-to-team call and seeing a demo, the executive buying team at the healthcare product firm was still hung-up on what to do with the rental business.

Scale 111

Scale B2B Transportation Healthcare 111

Baremetrics

DECEMBER 28, 2020

Arguably the biggest factor standing in the way of consistent monthly revenue is your customer churn rate. Churn occurs when an existing subscription is canceled, downgraded, paused, or becomes delinquent. When talking about churn, most people would think to focus on voluntary churn (a customer cancelling a subscription).

SaaS Payments 105

SaaS Payments Payment Services Payment Solutions Payments 105

Baremetrics

AUGUST 4, 2021

When payments fail, the chances of that customer churning and not coming back drastically increases. Want to Reduce Your Churn? Baremetrics measures churn, LTV and other critical business metrics that help them retain more customers. Churn is a recurring affair when payments are not quickly recovered when they fail.

SaaS Payments 98

SaaS Payments Payment Solutions Payment Methods Payments 98

Intercom, Inc.

JULY 21, 2022

Andrew Chen: When you look inside any of these hyper-growth companies, what you find – and this is a good signal – is they’ve grown so fast organically they actually haven’t needed to go super deep on the data, churn models, or all the nuances. The second piece is to identify some of the key opportunities you want to execute.

Outsourcing Services 215

Outsourcing Services Sales Hiring CTO Hire Acquisition 215

Chart Mogul

JANUARY 14, 2021

Mailchimp gave governments, schools, healthcare companies, and non-profits more features in their free accounts and upgraded them to their standard tier at no extra charge. Churn rate and Segmented churn rate. Churn is not unique to COVID — SaaS executives have long used churn as a barometer for health.

Technical Review 91

Technical Review Churn Subscription Payment Features 91

Neil Patel

SEPTEMBER 10, 2021

Where it excels, however, is in its augmented lead scoring and churn reduction technology. This isn’t just within the retail industry, but healthcare, food services, technology, and beyond. You can spend your time manually poring over the data to determine your best path forward, or you can let Akkio take the reins.

AI 139

AI Payment Solutions SaaS Payments Payment Methods 139

Net-Results

OCTOBER 15, 2020

Every business has different metrics that matter most to them; for us, as a SaaS business, we’re focused heavily on churn, Monthly Recurring Revenue/Annually Recurring Revenue (MRR/ARR), and Cost of Acquiring a Customer (CAC). In healthcare, you might focus on the number of Marketing Qualified Leads (MQLs) generated a month.

Marketing 98

Marketing Business Healthcare Onboarding 98

Stax

FEBRUARY 19, 2024

Some examples of niches targeted by vertical SaaS providers include healthcare, eCommerce, finance, and education. This creates an intensely competitive landscape with a higher churn rate, but greater customer acquisition opportunities. healthcare, finance, education.

SaaS Payments 88

SaaS Payments Payment Services Payments Payment Solutions 88

Point Nine Land

JUNE 11, 2020

In accordance with this, Lantum built software for healthcare organisations to help them manage their entire supply base as opposed to only managing the supply on the marketplace. This pivot allowed them to significantly reduce churn and increase lifetime value. Do things that don’t scale ?? B2B marketplaces tend to be very complex.

Scale 72

Scale Marketplace as a Service B2B Scaling 72

User Pilot

JULY 25, 2024

They play a key role in implementing a positive customer experience , improving user retention, and minimizing churn rates. They play a key role in implementing a positive customer experience , improving user retention, and minimizing churn rates. Their efforts are instrumental in driving customer loyalty and product adoption.

Sales Recruiting 85

Sales Recruiting Sales Hiring Management Leadership 85

Subscription Flow

DECEMBER 15, 2023

The key to success will be comprehending the subtleties of consumer behaviour, market saturation, and regulatory changes, whether you are a retail entrepreneur, a digital behemoth, or a healthcare provider. Customer Churn Rate The next subscription economy statistic to monitor is the customer churn rate.

Subscription 59

Subscription Payment Features Healthcare Technical Review 59

ChurnZero

DECEMBER 19, 2024

Today, this combination of automation and targeted support model has transformed Ollies onboarding results, leading to lower churn and fewer failure-to-launch issues. Our customers are much happier too, says Dustin. 2024 Adoption Hero: NinjaCat NinjaCats customer success team used data and automation to drive product adoption.

Customer Success 52

Customer Success Scale Underperforming Technical Team Innovation 52