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

FastSpring

JANUARY 23, 2025

But the reality is they’ve got a high churn rate, their LTV is low, and their cat costs are high. Two and a half for a standard business, five times for a great quality business with a reasonably low churn rate, maybe sub 7 % churn. Cost of acquisition, LTV, retention rate, churn obviously. We’re doing $2.5

Scale 119

Scale Entrepreneurship Scaling Underperforming Technical Team 119

SaaStr

MARCH 30, 2024

Then, you’ll have enough folks and experience to put a small team on a new initiative / segment / market. Micromanaging Your First (and Second) Management Team. Bad operational model / misunderstanding the burn rate. It’s one thing to invest in an area where only 5% of your business is today. The “I Give Up” VP Hire.

Scaling 301

Scaling Revenue Underperforming Technical Team Market Segmentation 301

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.

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

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. They include metrics like the Net Promoter Score , Customer Effort Score , Customer Churn/Retention Rates , etc.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

SaaStr

JUNE 21, 2024

These nine sales concepts, when done correctly, will greatly improve your sales and sales teams. #1: Most people think you need to hire more salespeople in a demand-poor environment. Demand-poor environments lead to problems like: Sales reps clinging on to opportunities for too long. That’s the wrong answer.

Sales Recruiting 290

Sales Recruiting Sales Hiring Scale Outsourced Development 290

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

User Pilot

JANUARY 31, 2023

How to prevent churn by identifying at-risk customers? In SaaS, you can grow your revenue only if your churn rate is low, so retaining at-risk customers is crucial. In this article, we will discuss the ins and outs of at-risk customers, how to detect them, and five actionable strategies to help you prevent churn.

Churn 98

Churn Underperforming Technical Team SaaS Payments Payment Solutions 98

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

Chart Mogul

JULY 8, 2020

Tired of the same ol’ “X proven ways to reduce customer churn”? SaaS companies dedicate a lot of time and money to the same goal — they want to give customers a reason to stay and reduce churn. But no matter what that personality is for your brand, it’s consistency that counts for reducing customer churn.

Branding 133

Branding Churn Underperforming Technical Team Retention 133

User Pilot

JANUARY 2, 2025

The survey aims to better understand users workflows and help prioritize product development initiatives, like new integrations, that add the most value to its users. Key takeaways from this example Multimedia support adds clarity: Allowing users to attach screenshots or videos ensures developers get precise insights into user challenges.

Scale 102

Scale Churn Underperforming Technical Team Scaling 102

SaaStr

JANUARY 24, 2024

How do you diagnose and solve churn? How should you handle presenting challenges to your C-suite team when you’ve just joined the company? Lattice had a product-led growth flow on the website while the sales team was still trying to sell the PLG companies The good news is Lattice had a lot of activity and initiatives at play.

Scale 273

Scale Sales Hiring Scaling Revenue 273

User Pilot

NOVEMBER 7, 2024

Let’s review everything your customer success team has to do in the absence of any customer success tools. Ensure that your data is clean and easily accessible, as poor data quality undermines the value of even the best customer success tool. This will allow teams to identify at-risk accounts and prioritize proactive outreach.

Customer Success 105

Customer Success Enterprise Software Review Startup 105

SaaStr

APRIL 30, 2022

The second constituent there is the developer. Why do developers love SaaS products? 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. MRR, obviously.

SaaS Payments 246

SaaS Payments Metrics Payment Methods Scale 246

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 AI 66

SaaStr

OCTOBER 26, 2023

In a year like this, SMB is doing worse, with a lot more churn and startups going out of business. Sometimes, it might look like SMB churn when they’re really just moving into mid-market. Leveraging Your Team When You’re Away As a CEO of a company with $200M in revenue, you have to leverage your team.

Sales Hiring 281

Sales Hiring AI SMB Scale 281

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

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. Why you need to track business metrics for Shopify App Developers 10 business metrics for Shopify App Developers 1.

Payment Solutions 98

Payment Solutions Outsourced Development Underperforming Technical Team Metrics 98

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

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

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

APRIL 22, 2024

Extract feature development insights. Involve cross-functional collaboration with the sales team, product team, engineering, and other relevant stakeholders. This type of analysis helps identify which features contribute positively to your product’s value and which might be redundant or underperforming.

Underperforming Technical Team 105

Underperforming Technical Team Software Review User Experience Retention 105

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. Your dashboard should consist of KPIs or metrics that define success for you and your team.

Underperforming Technical Team 136

Underperforming Technical Team Data Sales Metrics 136

Intercom, Inc.

NOVEMBER 21, 2019

Tara and her team used it to take a deep dive into the customer’s journey through the product and make a focused effort to truly understand each step along the way. Ultimately, that leads to churn. ” She adds: “We actually don’t use the term ‘churn’ anymore. A different approach is the Jobs-to-be-Done framework.

Retention 34

Retention Scale Marketing Underperforming Technical Team 34

Baremetrics

AUGUST 6, 2021

Plan your hiring process long before adding people to the team. In a small company, someone with a unique perspective is likely to contribute more meaningful ideas than someone who aligns perfectly with the rest of the team. Want to Reduce Your Churn? For most companies, this plan will involve bringing on new people.

Underperforming Technical Team 130

Underperforming Technical Team Outsourced Development Consulting Scale 130

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. Web developers spend their time on sites like ArsTechnica, Reddit, SitePoint, etc. Focus is really important.

Underperforming Technical Team 145

Underperforming Technical Team Strategy Development Payment Methods 145

Totango

MAY 2, 2022

To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. In this article, we’ll look at the mistake of not thinking of customer success as a team sport. . Operationalizing Your Teams is Essential. The Customer Journey is Collaborative .

Underperforming Technical Team 112

Underperforming Technical Team Customer Success Finance Enterprise 112

Intercom, Inc.

JUNE 23, 2020

Once every decade or two, developments in technology trigger monumental changes in an industry. The Conversational Support Funnel has three layers: Proactive Support with messaging to answer customer questions in the product experience, reducing the number of queries reaching the support team.

Customer Support 245

Customer Support Scale Underperforming Technical Team Scaling 245

SaaStr

JULY 29, 2019

What Order Should You Hire Your Management Team In? #4. They don’t go meet prospects in person, which is bad enough … because the competitor that does wins the deal. And less churn. For any SaaS vendor with net negative churn, the sale is just the start of a decade-long journey. Toxic employees are bad enough.

Sales Hiring 230

Sales Hiring Venture Capital Scale SaaS 230

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. Calculate it!

Retention 115

Retention Underperforming Technical Team Software Review Churn 115

SaaStr

JANUARY 21, 2020

Justin used Sales Culture to grow a successful PatientPop team to 140 employees and 55 million in revenue. When I was hired, I came in with one salesperson and zero dollars in recurring revenue and over the next four years grew the sales team to over 140 employees and 55 million in recurring revenue. Want to see more content like this?

Sales Recruiting 332

Sales Recruiting Sales Hiring Scale Sales 332

SaaStr

FEBRUARY 25, 2020

Certainly you’re reducing churn. For example, if you’re getting ready to close the deal, sales team’s pretty darn excited. And those are things like what is our churn rate? You have to be aware, you have to listen, and you have to talk about the bad things your customers are saying about you.

Scale 240

Scale Underperforming Technical Team Sales Hiring Software Review 240

Intercom, Inc.

APRIL 11, 2019

But scaling a marketing team to the heights Segment have isn’t as simple as putting a bunch of A-players in a room and getting them to start churning out paid advertising. A slapdash approach to scaling marketing can result in confusion, frustration, conflict, turnover and ultimately poor business performance.

Scale 162

Scale Underperforming Technical Team Marketing Startup 162

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