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The Goal for SMB SaaS is 100%+ NRR. However, SMBs have a certain level of inherent churn. You can still make them super happy, but a subset of small businesses will churn at that rate anyway. # product, which was just top of the funnel had inherent churn. Relentlessly attack the causes of churn.
Dear SaaStr: Which Tactics Always Work to Drive Down Churn, and Drive Up Retention? Churn is a bummer, and high churn is bad. But I’ve yet to work with a SaaS company that can’t improve. First, measure Churn. Know exactly what your churn is, and don’t judge it (too much). Second, segment churn.
Contract Length Many SaaS startups launch with monthly pricing which encourages customers to try the product and engenders demand. At some point, most SaaS startups switch to annual contracts for three reasons. How about a 50 person SaaS company? First, revenue becomes much more predictable.
Dear SaaStr: What Are the Most Important SaaS Metrics in the Early Days? SaaStr ) And once you have at least a little revenue ($1m-$2m ARR or so), net revenue retention / churn. . SaaStr ) And once you have at least a little revenue ($1m-$2m ARR or so), net revenue retention / churn. NPS is A Great Core Metric.
Customers are the lifeblood of your SaaS business, and keeping them for as long as possible is essential for long-term success. Costly customer churn. Maintaining a positive customer experience during payment recovery is key to minimizing churn and improving retention. The result?
So we have a classic set of New Year’s Resolutions in SaaS that we update every year. Over the years, so much has changed in SaaS. So with that here are Your Top 10 New Years SaaS Resolutions for 2025: #1. Worst case, they still use it and are happy, and churn less. The best grow faster than ever. Of Marketing.
Dear SaaStr: When Should a SaaS Company Allow Month-to-Month Contracts vs. Requiring Annual? Because the earliest chance the customer has to churn is 12 months hence. I think this is a topic where you get a lot of bad advice. Bigger companies want to sign annual contracts, especially in exchange for discount s.
Dear SaaStr: How Big Should The Addressable Market Be to Go into Vertical SaaS? I try to look at two things in Vertical SaaS startups, at least when investing : Will everyone in the vertical / industry use it? It’s just hard to get most vertical SaaS start-ups to scale if they can’t get to a $10k ACV. So be honest.
While some might dismiss sector-specific vertical SaaS software as ‘too small’ or ‘too niche’, companies like Veeva ($40B), Clio ($3B), Toast ($1.3B), and Slice ($1B) have proven there’s massive value in going deep rather than broad. 10 Ways Sales is Different in Vertical SaaS 1.
ClinicSense is a SaaS platform that supports over 7,000 massage therapists who use it for appointment management, payments, scheduling, marketing activities and more. This often led to churn as customers decided to cancel or abandon their account, preventing ClinicSense from realizing the full lifetime value (LTV) of its users.
Dear SaaStr: How Can a SaaS Business Reactivate Churned Customers? This may sound simple, but the #1 thing you can and should do is create a series of marketing campaigns targeted only to churned customers. And also send that to your “lost” and churned customers. That will keep you top enough of mind. #2.
Meet Wyatt Jenkins: From Construction Sites to Chief Product Officer If you want to understand how vertical SaaS companies scale to $1B+ in revenue while staying true to their customers, there’s no better person to learn from than Wyatt Jenkins, Chief Product Officer at Procore Technologies.
So in theory, SMB SaaS is better than enterprise, at least 9 times out of 10: Deals close much faster. But beyond all the other Pros and Cons of SMB vs enterprise, there’s one looming issue with SMB SaaS: Churn. Endemic churn. The type of churn you almost can’t do anything about.
Inherent Churn vs. Fixable Churn: You Have to Attack Both #2. Is SaaS Back? (TL;DR: 4 Truly Great SaaS IPOs Since 2021! But Not Always a Great Win for Their Late Stage Investors Inherent Churn vs. Fixable Churn: You Have to Attack Both Top Videos and Podcasts: #1. They Dont Even Know It Yet. #3.
For SaaS businesses, improving retention is one of the easiest and most effective ways to drive revenue and profits. With a clear link between failed payments and customer churn, having a robust failed payment recovery solution isn’t optional—it’s essential. Achieving your retention goals starts with the right solution.
“Churn” is a term we all use in SaaS as a core metric, but its roots, as near as I remember and can tell, come from our B2C colleagues. Folks churn out of their Verizon plan, their Netflix subscription, etc. And sometimes they’ll churn even just for a modestly better deal. the dynamics are similar.
The average churn rate for the software industry as a whole is 14%. Thats actually one of the lowest churn rates across all industries. That said, industry experts agree that your SaaS companys goal churn should be below 2%. TL;DR The average software industry churn rate is 14%, but SaaS companies should aim for under 2%.
The Traditional “Triple, Triple, Double, Double, Double” Rule is Dead for AI Startups If you’ve been in SaaS for a while, you know the classic growth rule of thumb: “Triple, Triple, Double, Double, Double.” ” It was the gold standard for B2B software companies scaling from $1M to $100M ARR.
Metrics are critical in SaaS, and you need to track them fastidiously. And I’m going to suggest two that will worry you a lot as you scale — Churn and Sales Cycle — you should track, but not obsess over, until you are well, well past initial traction, that first $1m-$2m ARR. >> Let’s Start with Churn.
A failed payment isn't just a lost transaction - it could mean a customer churning for good. For SaaS businesses, decline reasons vary, shaped by customer demographics and the nature of your service. But not all payment declines are the same.
The Second Most Important SaaS Hire? What Most SaaS Companies Get Wrong The standard playbook is: Hire sales Hit growth targets Eventually add CS when churn becomes painful But that’s backward. It’s the foundation that makes everything else in SaaS work – sales, marketing, product. Customer Success.
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.
The burn and the churn. The burn was at a stunning $2m a month, and the churn had spiked. It’s sort of a death spiral: High churn, but no burn = struggle, but the engine self-perpetuates to an extent. What’s really hard to solve is The 3H’s: High Growth for a while — but High Churn. And High Burn.
The amount of folks buying SaaS software is a force like we’ve never seen before, and even with some stock market drama, many top SaaS companies still trade at $4B, $10B, $20B or more just a decade after being founded. First, even in the darkest times of ’08-’09 — folks still bought more SaaS than ever.
How is your SaaS business addressing involuntary churn? It leads to revenue losses and can be the largest source of churn, yet your company may not be taking it seriously. Involuntary churn needs to be treated with the same urgency as voluntary churn.
So SaaS Capital put out its latest report on SaaS retention and NRR after having surveyed over 1,500 SaaS companies and professionals. We tend to intuitively think annual contracts help combat churn, but they really don’t — they just defer it. You can download it here. This data confirms that.
Pricing is more than just a number on a contract — when used thoughtfully, it can become a strategic tool for your SaaS product that can drive product adoption, customer satisfaction, and business growth. It’s an active part of your product, and you have to evolve it just the same as you do with other products or product features.”
The “Rule of 40” is one of the most commonly cited valuation benchmarks in SaaS for both public and private companies. The SaaS “Rule of 40” has gained popularity due to its simplicity, requiring only two common financial metrics to be added together. What Is The SaaS “Rule of 40”?
At least 100% net negative churn (i.e., upsell/account growth + renewals – churn) for very small businesses. Let’s look at some of the top public SaaS companies: Shopify — very SMB: 100%. On the low end for the enterprise SaaS companies, but still basically 120%. 130%+ in the enterprise, and for top B2D products.
Speaker: Igor Stenmark, Andrew Dailey, &Youssef Yaghmour
You’ll hear how you can Harness complex pricing to boost Product-Led Growth (PLG) and customer satisfaction while reducing churn. Use your billing platform to integrate data, manage your licensing and provisioning process, mediate and rate usage, and automate your entire workflow to plug revenue leaks.
In theory, many things can kill a SaaS startup after $4m-$5m ARR. In theory, many things can stop a SaaS startup after $4m-$5m ARR from getting to $100m. In practice, high churn is the only thing. But I’ve now looked into almost 20 SaaS companies that stalled out somewhere in the $20m-$40m ARR range.
Can you imagine what the ideal SaaS customer onboarding process looks like? When done well, it can be the difference between a user becoming a loyal customer or churning after the first week. These will include: Userpilot Miro Slack Amplitude Mailchimp Airtable Loom Grammarly What is a SaaS onboarding process?
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. And lead to unnecessary churn.
Burnout is a real risk in SaaS. One piece of “evidence” — a lot of fairly successful SaaS startups all sell at about the same point in time … about 5 years in. High churn is very stressful in the long run (although it doesn’t feel that way in the short term). Not usually in the early days. This always works.
As you scale your SaaS business, you want to be armed with all the necessary tools to ensure optimal growth, which ultimately stems from how effective your sales team is. October 29, 2019 11:00 AM PDT, 2:00 PM EDT, 7:00 PM BST.
While Zoom Enterprise is growing at a healthy clip, churn is over 3% a month for its SMB customers As a result, it’s now predicting 1% growth next year 1% pic.twitter.com/i2k2W9QbVX — Jason Be Kind Lemkin (@jasonlk) February 27, 2023 So Zoom has just been the craziest story of all time in SaaS. It probably couldn’t last.
Top-tier SaaS companies aim for 120%+ NRR, meaning theyre growing revenue from their existing customers by at least 20% annually through upsells and expansions. A strong GRR (80-90%) ensures your base is solid, and youre not just masking churn with upsells. In short: VPCS Quotas : NRR, GRR, TTV, and customer advocacy.
The idea is that in the future SaaS applications would be built on a single database, instead of each SaaS application writing to its own proprietary database. I thought it would be cloud-prem and customers driving SaaS products to use a single database. SaaS applications also write back to the CDW directly.
Dear SaaStr: What’s the Harder Part About SaaS Companies, At Each Stage? Most SaaS products are inexpensive. And human churn. At $1B+ ARR, the hardest part is you have to be so Multi-Product that you are really running 2-5 SaaS companies. A related post here: 6 Things in SaaS That Are Only Obvious At Scale.
If you haven’t done a SaaS start-up before, it’s different. The reasons are many, but I think they can almost all be summed up in one key factor: SaaS compounds. What does this mean, that SaaS compounds? Success builds on success in SaaS. The post Want to Understand SaaS? Thank you Ohana!
SMB SaaS has a lot going for it: – Millions of them – Short sales cycles – Easier compete. So many VCs and others have gotten more and more excited about SMB SaaS. But SMB SaaS has a lot of challenges, too: Churn is much higher. of public SaaS companies are primarily SMB focused. Much higher.
Not easy, but easier and easier: There was a bump in 2016, a Flash Crash in SaaS, when budgets were slashed, but it didn’t last long enough to really impact renewal cycles. SaaS markets had fully recovered later that year. Even the 2008-2009 downturn, while truly brutal, didn’t hit SaaS as hard as the rest of the economy.
You know what’s back in fashion today in SaaS? And that’s a lot rarer in SaaS. But so many SaaS leaders aren’t really profitable at $1B ARR even, Why not? And it’s not just public SaaS companies that are often struggling to get profitable. I’m an investor in maybe 30 SaaS startups. So is SaaS cursed?
In the competitive world of Software as a Service (SaaS), generating recurring revenue is essential for sustainable growth. Here are three ways SaaS organizations can create recurring revenue without spending a dime. By focusing on customer satisfaction and reducing churn, SaaS companies can maintain a steady revenue stream.
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