SaaStr

AUGUST 16, 2021

We put out a call on Twitter the other day for folks’ best tips on what has really lowered churn for them this year. “1/ Divide your churn into manageable and unmanageable areas 2/ Strip out definable areas of churn reason (e.g. Are you segmenting churn? High usage can still mask churn.

Churn 327

Churn Sales Hiring Headcount Technical Review 327

ChurnZero

APRIL 11, 2025

Your customer onboarding strategy is the foundation of your future retention and expansion revenue. The right onboarding strategy means more than just getting a customer using your product. But how do you know if your onboarding tactics really work? Is your onboarding process a framework or a free-for-all?

Onboarding 86

Onboarding Strategy Technical Review Systems Review 86

SaaStr

JANUARY 24, 2019

Many call it “Churn and Burn” or other variants. Your brand and reputation is damaged at least a tiny bit everytime a paying customer churns out because they were mis-sold a feature set. Your brand and reputation is damaged at least a tiny bit everytime a paying customer churns out because they were mis-sold a feature set.

Scale 259

Scale Churn Sales Hiring Sales 259

SaaStr

AUGUST 6, 2023

As a VP of sales at early stage SaaS companies, what’s your best advice for reducing churn rate? A few things that always work to drive down churn in the early days — and later: Make sure you have a strong Head of Customer Success … whose #1 goal is reducing churn. Far fewer customers churn if you visit them in person.

Churn 242

Churn Sales Hiring Customer Success Onboarding 242

SaaStr

OCTOBER 27, 2022

At OnBoard , we believe board meetings should be informed, effective, and uncomplicated. Launched in 2011, today, OnBoard serves as the board intelligence platform for more than 2,000 organizations and their 12,000 boards and committees in 32 countries worldwide. Join these incredible companies to experience all the value of SaaStr!

Merchant Services 242

Merchant Services Payment Solutions Onboarding Payments 242

SaaStr

APRIL 15, 2025

Align Incentives with Long-Term Success : By tying incentives to go-lives or early usage milestones, you ensure that sales leads focus on onboarding customers properly and setting them up for success. Avoid the Silent Churn Problem : Many SaaS companies are shocked to discover how low their activation rates are when they start tracking them.

Scale 146

Scale Compensation Retention Churn 146

SaaStr

MARCH 9, 2025

Previously, he led design teams at LinkedIn where he built recommendation products for product onboarding and developed AI chatbots. The 86% loyalty factor : Companies that provide strong onboarding and continuous educational experiences see 86% higher customer loyalty rates – making AI-powered personalization a critical retention tool.

AI 205

AI Scale Education User Experience 205

SaaStr

MAY 15, 2024

In many ways, they have to do better with UI/UX, onboarding, and conversions. Churn is much higher on consumer subscriptions, but you have higher expansion revenue. If you’re in consumer, how can you go upmarket and get a small cohort of users paying more, churning less, and expanding revenue? average realized LTV.

Subscription 304

Subscription Payment Features B2B Mobile 304

SaaStr

OCTOBER 12, 2020

SImple tips to Do Better in Q4 With What You Already Have: – Drive Down Churn – Drive Up NPS – Be More Grateful – Zoom with 10 Customers a Week – Promote Your Star(s) – Less Spam, more ABM – Weekly Webinar – Improve Lead Routing – Improve Lead Scoring – Talk to Every Prospect.

Sales Recruiting 351

Sales Recruiting Sales Hiring Churn Onboarding 351

SaaStr

SEPTEMBER 7, 2023

A few things that always work to drive down churn in the early days — and later: Make sure you have a strong Head of Customer Success … whose #1 goal is reducing churn. That may seem to help short-term revenue, but it will lead to a de-focusing on driving down churn. Far fewer customers churn if you visit them in person.

Sales Hiring 296

Sales Hiring SaaS SMB Churn 296

SaaStr

JUNE 10, 2024

Forcing a rep to own onboarding, or post-sales support, that resents or doesn’t want to do it is worse than any other alternative. 1 or 2 folks whose only job is to drive up activation rates, drive down time to go live, drive up NRR and NPS and CSAT, and drive down churn. You want your sellers selling for the most part, period.

Sales Hiring 324

Sales Hiring Scale Sales Customer Success 324

User Pilot

JANUARY 15, 2025

Let’s be honest, onboarding in SaaS can feel like navigating a labyrinth. As product managers and onboarding specialists, you’re juggling a million priorities: feature adoption, activation milestones, reducing churn… And crafting the perfect email sequence that guides users to success? What are they?

Onboarding 52

Onboarding Benchmarks Engagement Data Analysis 52

User Pilot

OCTOBER 31, 2024

These issues might range from low engagement with specific features to a high churn rate or poor user onboarding. To address this, you could meet with your team to agree on metrics related to onboarding, such as activation rate , time-to-value, and so on. Creating an expansion revenue dashboard with Userpilot without coding.

Strategy 105

Strategy Underperforming Technical Team Government Customer Lifetime Value 105

SaaStr

OCTOBER 5, 2020

There’s a common thinking that sales teams should be relatively high churn. That the bottom 15-20% of the sales team almost has to churn each year, because it’s survival of the fittest. At Salesforce, at Box, the bottom end of the sales team churns out each year. If you train and onboard them right.

Scale 296

Scale Sales Hiring Sales Recruiting Sales 296

SaaStr

OCTOBER 21, 2023

Smartsheet wants them to, and pushes / forces them to, due to the work required in onboarding. The more onboarding there is, the higher the churn you’ll see in monthly deals. I strongly suspect this is because otherwise, churn for a survey done just once a year would be huge.

Data 285

Data SMB Payment Features Churn 285

SaaStr

FEBRUARY 25, 2025

Sessions often cover specific benchmarks for customer acquisition costs, churn rates, expansion revenue, sales efficiency, and other SaaS-specific metrics. From optimizing your sales process to improving customer onboarding or refining your pricing strategy, the tactical takeaways often deliver ROI that far exceeds the cost of attendance.

Sales Recruiting 195

Sales Recruiting Scale CTO Hire Sales Hiring 195

User Pilot

JANUARY 2, 2025

Its purpose is to collect data necessary to personalize the onboarding experience by highlighting relevant features or resources for each user type. Asana’s churn survey Asana uses a churn survey to understand why users cancel their subscriptions. Survey examples: Asana churn survey.

Scale 102

Scale Churn Underperforming Technical Team Scaling 102

Intercom, Inc.

FEBRUARY 11, 2020

Identify and solve the problems that caused churn. 2: Identify and solve the problems that caused churn. Many experiences can cause churn: inability to find the right product, struggles to get set up, a poor service experience, or changing business needs. Proactively monitor usage and value. 1: Focus on how your product helps.

Retention 282

Retention Sales Hiring Churn Onboarding 282

SaaStr

SEPTEMBER 5, 2022

If a company has started out with a heavy sales focus, its onboarding process within the actual product may not be intuitive enough for customers. PLG companies are constantly fearful of high churn rates, and for good reason. But by building stickiness within the product, churn should steadily decrease.”. Secret #4: Stickiness.

Sales Recruiting 287

Sales Recruiting Business Pricing Churn 287

User Pilot

JUNE 10, 2024

Researching customer onboarding strategies for your SaaS product? The article shares 17 tried-and-tested customer onboarding tactics that will help you build delightful user experiences and drive product growth. Create a welcome series of in-app and email messages to greet users and kick off onboarding. Ready to dive in?

Onboarding 105

Onboarding Strategy Social Media Churn 105

User Pilot

NOVEMBER 7, 2024

So, here’s a deep dive into the top tools equipped with all these traits: ClientSuccess Best for : Customer journey management through all four stages (onboarding, adapting, renewing, and growth). Automated customer onboarding. Churn risk and upsell opportunities predictions. G2 rating : 4.4 Customer lifecycle management.

Customer Success 105

Customer Success Enterprise Software Review Startup 105

Tom Tunguz

APRIL 1, 2020

Some are seeing significant churn. How do you onboard an employee entirely remotely? Different companies are seeing varying effects. Some have seen demand drop almost entirely. Others, observe slower pipeline creation, and customers request more favorable payment terms. A few benefit from the move to work from home.

Headcount 329

Headcount Payment Services Government Innovation 329

SaaStr

DECEMBER 30, 2020

Hire someone in sales ops as early as you can afford to, to manage repeatability, training, onboarding, etc. And more folks on the success and renewals team with higher net negative churn. You want managers managing. Hire sales managers to manage each team of 6-8 AEs and 8-10 SDRs. for the sales team.

Scale 313

Scale Sales Hiring Sales Churn 313

Sales Hacker

OCTOBER 22, 2024

For example, if a customer mentions they’re at risk of churning during a call, Attention can automatically loop in a sales director and solutions engineer to ensure that customer receives the full white-glove treatment, reducing churn and keeping your business thriving.

Venture Capital 115

Venture Capital ChatGPT AI Consulting 115

SaaStr

FEBRUARY 14, 2024

Today we’re focusing on actionable insights you can use to drive down churn with customer success in today’s new era of SaaS efficiency. One thing that has positively changed for customer success, especially for the SMB-focused, is far larger onboarding teams. If someone never starts or uses the product, they’ll churn.

Customer Success 302

Customer Success Sales Hiring Scale Headcount 302

ChurnZero

NOVEMBER 22, 2024

Churn often brings feelings of shame, blame, and frustration in its wake, making it hard to analyze and learn from the loss. A former ChurnZero CSM and team leader, and now the founder of Techtonic Lift , Naomi has developed the Outcomes Club format for learning from churn. The collaborative framework for analyzing customer churn.

Churn 52

Churn Leadership Education Customer Success 52

SaaStr

APRIL 30, 2024

Early churn was a massive drag on efficiency. They needed to get their hands on early churn. This led to fairly unsustainable levels of churn of early churn. So Kyle paused the Growth plan that was already in place until they got churn in a better place. Let’s look at a loose timeline of Owner’s journey.

Scale 304

Scale SMB Sales Hiring Sales 304

User Pilot

AUGUST 23, 2024

How does customer onboarding in banking work? You will also learn the main challenges involved in the onboarding process in banking, best practices and explore the best onboarding software tools for the job. Use analytics to identify and improve areas of friction in the onboarding process. Let’s dive right in!

Banking 105

Banking Onboarding compliance Scale 105

Stax

APRIL 15, 2025

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. It can help forecast future revenue, keep on top of performance of various customer segments, and measure customer retention and churn.

Payments 88

Payments SaaS Payments Revenue Payment Services 88

User Pilot

SEPTEMBER 15, 2024

You must use tried and tested frameworks if you want to consistently create compelling onboarding experiences , and that’s where SaaS customer onboarding templates come in. We’ve outlined 11 onboarding templates suitable for the different onboarding stages. What is an onboarding template?

Onboarding 98

Onboarding SaaS Software Review Churn 98

Intercom, Inc.

AUGUST 17, 2020

Increased churn. Onboarding and nurturing customers are integral parts of the customer experience, so it stands to reason that if your onboarding and product language isn’t accessible, those customers will likely churn.

Investment 276

Investment Scale Software Review Systems Review 276

SaaStr

MARCH 17, 2021

With this unified knowledge, you can personalize interactions, proactively reduce churn, and enable upselling opportunities. Employee Hiring and Onboarding. Finally, part of growing fast is being able to hire and onboard fast. That’s why your HR team is crucial to your success.

Sales Hiring 324

Sales Hiring Scale Technical Review Marketplace as a Service 324

User Pilot

MAY 6, 2024

The right user onboarding flow won’t only ensure more users understand how to use your product, but it will also keep them engaged. Let’s explore 8 steps for designing the best onboarding process, and share examples from other companies using onboarding software to apply the top strategies.

Onboarding 105

Onboarding Engagement Software Review User Experience 105

Inturact

APRIL 11, 2024

There's a common misconception that user onboarding tools like Userpilot will alone help you reduce churn and improve retention by allowing you to implement user onboarding. People often miss that these tools help 'implement' user onboarding, not 'create' it.

Onboarding 104

Onboarding Churn Retention 104

SaaStr

JULY 11, 2024

If you don’t already do self-onboarding and procuring, it’s wildly difficult to add later. Customers churn if implementation isn’t good. What percent are onboarded in the fastest time possible? Almost all founders find that fewer customers are onboarded as quickly as they think. When do you know the right time to do both?

Sales Hiring 289

Sales Hiring Scale Marketing Interviewing 289