FastSpring

JANUARY 23, 2025

If they’re buying a SaaS asset, they tend to know the metrics that matter to them. And therefore, we try to educate founders as best we can as to the metrics that matter. But the reality is they’ve got a high churn rate, their LTV is low, and their cat costs are high. We’re doing $2.5 million ARR.

Scale 120

Scale Entrepreneurship Scaling Underperforming Technical Team 120

SaaStr

JULY 10, 2021

So let’s take a look back to a deep dive with the CEOs on what they learned building their first senior teams: ———-. As a founder/CEO, building your first management team is something that you often lose sleep over. What makes you feel that you need to level up your management, set up your first management team?

Sales Hiring 261

Sales Hiring Underperforming Technical Team Development Team Review CTO Hire 261

User Pilot

OCTOBER 19, 2024

Satisfaction in SaaS, therefore, isn’t simply about developing a nice product and launching it in the market. For instance, you can launch a CSAT survey after a customer interacts with your support team. For a broader measure of satisfaction, you’ll need to consider other customer success metrics. Userpilot review on G2.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

SaaStr

NOVEMBER 23, 2022

The success of an executive team often depends as much on their interpersonal harmony as their professional expertise. How does a team establish rapport with one another? Algolia’s Bernadette Nixon (Chief Executive Officer) and Michelle Adams (Chief Revenue Officer) have spent the past few years developing this relational toolbox.

Underperforming Technical Team 313

Underperforming Technical Team Leadership Outsourced Development Finance 313

SaaStr

JUNE 4, 2021

Pomel focused his session on: Making your SaaS startup customer-centric: Hw event marketing has helped him integrate his engineering and sales teams. How many of you guys’ product rely on the highly functioning engineering team? Helping the engineering teams run smoothly and being super productive thanks to mentoring.

Scale 317

Scale Underperforming Technical Team Sales Hiring Engineering 317

Intercom, Inc.

NOVEMBER 14, 2019

It’s time to start thinking about retention at scale and bring onboard a customer success team. She joined the company in 2007 back when it was just 30 people and has been instrumental in helping the company scale both its team and its market share over the years. Why you need a customer success team.

VP of Engineering 108

VP of Engineering Customer Success Churn Scale 108

Baremetrics

NOVEMBER 2, 2021

Shopify is a huge opportunity for developers looking to expand into the micro-SaaS space. The Shopify App Store brings together Shopify app developers and Shopify shop owners for their mutual benefit. What is a business metric? Churn rate: How quickly are you losing customers or revenue? What is a business metric?

Outsourced Development 98

Outsourced Development Payment Solutions Underperforming Technical Team Metrics 98

Stax

APRIL 15, 2025

In fact, monthly recurring revenue (MRR) is one of the most important metrics subscription businesses should be aware of. There are some important variations to MRR that would be good for your sales team to be aware of, including new MRR, expansion MRR, and churn MRR. Talk to sales What is Monthly Recurring Revenue (MRR)?

Payments 88

Payments SaaS Payments Revenue Payment Services 88

User Pilot

NOVEMBER 7, 2024

Let’s review everything your customer success team has to do in the absence of any customer success tools. Collect customer data to calculate complex formulas for tracking metrics, monitor customer health scores, and resolve support tickets while continuously trying to improve retention and expansion. G2 rating : 4.8

Customer Success 105

Customer Success Enterprise Software Review Startup 105

Intercom, Inc.

MARCH 12, 2019

A little over a year ago, I got the opportunity to start a new team within our sales organization – a team of Relationship Managers dedicated to growing our current customers at scale. To do the first, we had to hire, train, and write a playbook – the building blocks of any team. Relentlessly measure impact.

Sales Hiring 171

Sales Hiring Sales Recruiting Underperforming Technical Team Scale 171

SaaStr

JULY 1, 2021

The second is pulling more around values, and how we approached team building. Even as a three person team, we went through an exercise to figure out what do we stand for, as a team? Sam : This is not my insight, but someone else says… I really do believe it, that the team you build is the company you build.

VP of Engineering 293

VP of Engineering Sales Hiring Sales Recruiting Underperforming Technical Team 293

FastSpring

APRIL 26, 2022

In the language of SaaS, I churned. And the experience got me thinking: Was immediate removal of paid features the best chance to keep me from churning? When did I officially count as “churned”? Did they count me as churned on the day I canceled? In part one, we cover benchmarks and common churn formulas.

Benchmarks 147

Benchmarks Churn Payments SaaS Payments 147

Intercom, Inc.

OCTOBER 16, 2018

But that approach doesn’t just apply to your supply chain management, revenue or churn rates – most fundamentally, it also applies to people and our performance. They help managers evaluate how their employees are doing, the value they bring to a team and how their work can be improved. But KPIs carry the risk of seeming impersonal.

Customer Support 154

Customer Support Underperforming Technical Team Scale Construction 154

User Pilot

APRIL 2, 2025

In this article, I’ll show you how Userpilot helps product teams cut through the noise and understand what really matters in mobile user behavior: no data science degree required. The platform’s code-free implementation makes it accessible for product managers who want insights without constantly relying on developers.

Mobile 66

Mobile Underperforming Technical Team Onboarding AWS 66

Sales Hacker

DECEMBER 4, 2020

A sales dashboard gives your team a fast and efficient way to see all the data that is most important to doing their job effectively. Most customer relationship management (CRM) tools have the built-in ability to create dashboards for your team. 1 Decide What Metrics Matter. What is a Sales Dashboard? Who is the dashboard for?

Underperforming Technical Team 136

Underperforming Technical Team Data Sales Metrics 136

Sales Hacker

NOVEMBER 21, 2017

In this blueprint, we’ll breakdown how to structure your SaaS metrics, and measure the right data for your business. Below is an overview of key SaaS metrics. Figure 2: How to measure Inbound vs. Outbound metrics. Instead, organizations should direct such a non-time sensitive development towards the outbound sales process.

Metrics 107

Metrics Underperforming Technical Team SaaS Education 107

User Pilot

OCTOBER 10, 2022

Are you having trouble deciding on what feature adoption metrics you should choose to measure the success of the new feature? In this article, we’ll cover the key metrics you need to develop an informed feature adoption strategy and discuss how you can improve them. Uncover weak spots and improve feature adoption.

Metrics 97

Metrics Underperforming Technical Team Strategy Onboarding 97

User Pilot

JUNE 26, 2023

Want to track the different types of product metrics to get product growth insights ? Product metrics are critical for product growth managers to develop the right product strategies and drive continuous value for customers. However, it isn’t easy to choose the right product metrics from the many SaaS metrics available.

Metrics 96

Metrics Customer Lifetime Value SaaS Acquisition 96

SaaStr

JULY 15, 2022

Jason Lemkin: You certainly can hire a whole content team and build 10,000 pieces of content, but I will tell you what I have always seen work is one incredible piece a week. Jason Lemkin: But usually your teams can’t do that. So you’re going to need at least three of those in the sales ops team. This always works.

Scale 293

Scale Outsourcing Services Sales Hiring VP of Engineering 293

SaaStr

JANUARY 10, 2020

When you start out, you might have your Sales team also onboarding the customer and managing their day-to-day experience and reaching out at scale and handling renewals and so on and so on. Our entire hiring and career development apparatus is built around defined roles. You engage with their Sales team and eventually buy the product.

Sales Hiring 173

Sales Hiring Scale Underperforming Technical Team Onboarding 173

Intercom, Inc.

APRIL 23, 2019

Even the strongest customer testimonials won’t prevent churn if people don’t understand how to use your product. Done poorly, your hard-won user can quickly become a churn statistic. A poor onboarding experience can lead to refunds or cancellations that you can’t afford. Here’s the proof.

Onboarding 199

Onboarding Strategy Underperforming Technical Team Outsourced Development 199

Neil Patel

OCTOBER 29, 2020

The bad news is that marketers waste 37 to 95 percent of their marketing budget. You’ll want to break each of these areas down in enough detail so you (and your team) can work with each of these areas properly. It’ll be tough to focus on lots of metrics at once. This means 62 percent of companies are unprepared.

Underperforming Technical Team 145

Underperforming Technical Team Development Strategy Payment Methods 145

Totango

FEBRUARY 9, 2024

To make it to the Super Bowl, a football team must have two things: a strong defense and a strategic offense. The defense maintains a good field position and prevents the opposing team from scoring points, while the offense orchestrates smart plays to gain additional yards and score points. What is gross retention? Calculate it!

Retention 115

Retention Underperforming Technical Team Software Review Churn 115

Baremetrics

AUGUST 6, 2021

Nothing gives you more time to focus on things like HR than having a system for getting insights in your key business metrics. If you’re looking for in-depth metrics, sign up here. Plan your hiring process long before adding people to the team. Want to Reduce Your Churn? Table of Contents. Want to try it for yourself?

Underperforming Technical Team 130

Underperforming Technical Team Outsourced Development Consulting Scale 130

Intercom, Inc.

JULY 19, 2021

And for your support team, using the right conversational support tool and framework allows them to maximize their resources, so they can focus on solving complex queries and building long-term customer relationships. But conversational support doesn’t just benefit your support team. Teams that benefit: Sales, marketing.

Underperforming Technical Team 129

Underperforming Technical Team Scale Sales Hiring Sales Recruiting 129

Kellblog

MAY 10, 2020

I’m a SaaS metrics nut and I go to a lot of SaaS board meetings, so I’m constantly thinking about (among other things) how to produce a minimal set of metrics that holistically describe a SaaS company. In a prior post, I made a nice one-slide metrics summary for an investor deck. Slide 2: Key Operating Metrics.

Metrics 98

Metrics Sales Hiring Software Review Underperforming Technical Team 98

Totango

NOVEMBER 21, 2019

Luckily, there’s a measure for that, too: customer satisfaction metrics. If you don’t measure customer satisfaction, you may be blindsided by customers who churn or discourage others from working with you. That’s why the Net Promoter Score (NPS) is a key metric to track. But how do you measure satisfaction?

Metrics 93

Metrics Underperforming Technical Team Systems Review Software Review 93

ChurnZero

JANUARY 6, 2022

Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. Customer Success teams that own one or both of these revenue sources get viewed as a profit center by the business. Choose Metrics that Emphasize Your Value.

Forecasting 98

Forecasting Customer Success Metrics Sales Funnel 98

User Pilot

MARCH 25, 2024

TL;DR Customer attrition or customer churn is the loss of a customer(s) by a business. Understanding and limiting customer churn improves customer loyalty and the customer’s lifetime value. To calculate the churn rate, divide the number of customers lost by the total number of customers at the beginning of that period.

Underperforming Technical Team 104

Underperforming Technical Team SaaS Payments Payment Methods Payment Solutions 104

User Pilot

SEPTEMBER 28, 2022

Are you tracking product management metrics to evaluate your product and monitor its progress? SaaS products are becoming increasingly data-driven which makes it critical to evaluate product growth using the right metrics. However, an enormous amount of available data makes it challenging to select these metrics.

Metrics 96

Metrics Management Customer Lifetime Value Strategy 96

Intercom, Inc.

OCTOBER 26, 2018

Many organizations create customer success teams but there’s no clear definition as to how these teams develop long-term value for both the customer and the business. Some sales teams consider a customer success manager as the post-sale counterpart of an account executive. The role of customer success teams.

Sales Hiring 123

Sales Hiring Customer Success Scale Underperforming Technical Team 123

User Pilot

APRIL 22, 2024

Specify the metrics to track. Extract feature development insights. Involve cross-functional collaboration with the sales team, product team, engineering, and other relevant stakeholders. Ask yourself: Are you trying to identify features that drive customer retention , or those leading to churn ? Power features.

Underperforming Technical Team 105

Underperforming Technical Team Software Review User Experience Retention 105

Totango

MAY 21, 2019

So, instead of always seeking new customers, focus on keeping existing customers happy and preventing churn. Customers can churn for a variety of reasons, and it’s not always clear why they are leaving. The Most Common Causes of Customer Churn. To pinpoint why your customers may be churning, begin with data.

Churn 90

Churn Underperforming Technical Team Systems Review Onboarding 90

Intercom, Inc.

JANUARY 31, 2019

And as the organization grows, the work involved to get teams aligned on who you’re selling to and how you’re selling is not something to be taken for granted either. Ambient Strategy founder and CEO April Dunford on the symptoms of weak positioning. When you’re a small team, your time is everything. Speed is everything.

Underperforming Technical Team 165

Underperforming Technical Team Scale Benchmarks Sales 165

User Pilot

AUGUST 15, 2021

A key reason why customer engagement metrics are important to successful SaaS businesses. In this article, we will walk you through ten important user engagement metrics to measure. What are customer engagement metrics? What customer engagement metrics are important to track? Let's get started!

Engagement 98

Engagement Metrics Scale SaaS 98

Chart Mogul

OCTOBER 29, 2020

Schremser tells us the story of how the Usersnap team turned churn analytics into a powerful tool to improve their product. Churn rates can keep business owners and leaders up into the wee hours of the night, head-scratching why it can’t be reduced to a reasonable amount. We were able to figure out why our churn was so high.

Churn 74

Churn Underperforming Technical Team Development Technical Review 74

Natalia Luneva

JANUARY 13, 2021

This article will answer the main questions that SaaS founders and market ers have about losing SaaS customers, in other words, user churn: What is SaaS churn definition and why lowering it matt ers? How to calculate this metric and what’s the average SaaS churn rate? How can Sa aS companies reduce its churn rate?

SaaS Payments 105

SaaS Payments Payment Methods Churn Payment Services 105