SaaStr

APRIL 20, 2022

Alice Katwan , SVP at Twilio , discusses how you can build a high-retention sales team while being remote. Be intentional about the culture you want to build by keeping an open line of communication, being accessible, celebrating success, and leading with empathy. Key strategies to attract, nurture, and retain sales talent.

Sales Hiring 277

Sales Hiring Scale Retention Sales 277

Tom Tunguz

FEBRUARY 26, 2025

Your company can employ pricing to communicate to the market whether your product is a premium, mid-market or low cost alternative. ” The company grew from $15M in ARR to more than $1B with this model, consistently achieving better than 130% net dollar retention. Salesforce exemplifies exceptional positioning.

SaaS Payments 283

SaaS Payments Pricing Strategy Scale 283

TechEmpower SaaS

DECEMBER 11, 2023

Communication: Evaluate their communication style. While beneficial, some project managers hinder effective communication. Client Retention: Do they have repeat or long-term clients? How does the percentage of their projects launched on-time and on-budget compare to upfront estimates? Is there a project manager?

Software Development 443

Software Development Development Software Review Software 443

User Pilot

FEBRUARY 22, 2024

Customer communication skills are a cornerstone of any business. This guide will go over 10 best practices that will help you improve product engagement , nurture customer relationships, and increase retention rates! Personalize customer communications based on user expectations. Track the right customer communication metrics.

Communication 105

Communication Outsourcing Services Strategy Payment Solutions 105

User Pilot

NOVEMBER 7, 2024

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. Examples could be streamlining communication or effectively tracking customer engagement to support your customer success efforts.

Customer Success 105

Customer Success Enterprise Software Review Startup 105

User Pilot

JUNE 5, 2024

Are you on the lookout for tools that can help you improve customer retention ? This article shows what you should look for when choosing customer retention software and showcases 12 tools worth considering. This article shows what you should look for when choosing customer retention software and showcases 12 tools worth considering.

Retention 105

Retention Software SaaS Social Media 105

User Pilot

MAY 20, 2024

Wondering how to improve customer retention? The article shares 20 actionable customer retention strategies for your SaaS! TL;DR Customer retention is your ability to keep users using the product. Without retention, a SaaS business doesn’t have a predictable revenue stream necessary for growth.

Retention 105

Retention Strategy Sales Recruiting Scale 105

USIO

FEBRUARY 7, 2025

The Role of APIs in Modern Payment Systems APIs act as bridges between different software systems, allowing them to communicate and share data seamlessly. Vendors benefit from faster disbursements and clear communication about payment statuses.

Payment Solutions 130

Payment Solutions Payment Services Payments Payment Methods 130

User Pilot

APRIL 15, 2024

Left unaddressed, customer communication pain points can cause dissatisfaction and eventual churn. TL;DR Customer communication pain points refer to the problems customers encounter when trying to get help through your support channels. Increased retention. This article aims to help you avoid that. Better customer support.

Communication 105

Communication SaaS Payments Payment Methods Payment Solutions 105

User Pilot

OCTOBER 10, 2024

It typically involves welcome messages, product tours , in-app guidance, and support materials aimed at driving user activation , retention, and long-term engagement. The purpose of these questions is to help Slack understand how you will use the platform—whether it’s for a small team project or an entire company communication hub.

Onboarding 105

Onboarding SaaS Software Communication 105

User Pilot

JULY 25, 2024

Whether you’re a seasoned professional or new to the field, understanding the nuances of retention managers is essential for success. In this guide, we’ll delve into the core responsibilities, salary insights, essential skills, and more, providing you with the knowledge and tools you need to excel as a retention manager.

Retention 95

Retention Management Customer Lifetime Value Telecommunications 95

SaaStr

FEBRUARY 19, 2020

One of those trends is the movement towards remote work and distributed teams, which is significantly changing how we communicate and collaborate in the modern workplace. . Communication will suffer if the right tools and practices aren’t implemented on any team, and even more so for a hybrid one. What’s the takeaway on tools?

Artificial Intelligence 333

Artificial Intelligence Machine Learning AI Technology 333

User Pilot

OCTOBER 31, 2024

This workflow should detail how data will be collected, processed, and analyzed (and by who), as well as how insights will be communicated across the organization. This would allow deeper insights into user retention, feature adoption, and upsell opportunities. Think about this: Who will be responsible for data collection?

Strategy 105

Strategy Underperforming Technical Team Government Customer Lifetime Value 105

SaaStr

JANUARY 31, 2022

Retention Programs. Hiring for growth often looks like hiring for retention. Communicate Clear Rules of Engagement. Over-communicate to the team. Leadership And Communication. I’m an over-communicator who leads with integrity and loves to have fun. Here’s what to keep in mind when you’re hiring for growth.

Sales Recruiting 246

Sales Recruiting Sales Hiring Scale Enterprise 246

Clouded Judgement

MARCH 21, 2025

They built out their core CRM capabilities, but expanded into analytics when they acquired Tableau, expanded into integration when they acquired Mulesoft, and expanded into communication when they acquired Slack.

Cloud 188

Cloud Pricing Subscription Payment Features 188

Intercom, Inc.

JANUARY 29, 2020

The information you’re about to share is not what they want to hear and if it’s communicated poorly, can quickly turn an otherwise happy user into an angry customer. Having that line of communication means we can say no with the right level of detail. It also communicates that you take customer satisfaction seriously.

Customer Support 284

Customer Support Communication Engineering Innovation 284

User Pilot

APRIL 24, 2024

Effective renewal strategies enhance customer retention , drive revenue , and build a loyal base for long-term SaaS success. User retention rate measures long-term user engagement, calculated by adjusting end-period users for new acquisitions, and then dividing by start-period users.

SaaS Payments 104

SaaS Payments Retention Payment Services Payment Solutions 104

User Pilot

MAY 2, 2024

Poor customer retention drains your resources, reduces revenue, brings operational instability, and harms your reputation. In the article, we share 24 customer retention marketing tactics that will help you reduce churn and increase your product performance. Trigger onboarding flows for unused features to boost adoption and retention.

Retention 105

Retention Marketing Customer Lifetime Value Onboarding 105

SaaStr

OCTOBER 10, 2023

Founders have refined the narrative around the product and can communicate it clearly and with a depth of knowledge that no one else will have in the early days. How To Ensure Sales Leaders Are Mission-Aligned You need to be clear on what your mission is and communicate it effectively to anyone coming in.

Scale 283

Scale Sales Hiring Scaling Sales 283

SaaStr

FEBRUARY 18, 2022

Many businesses struggle to communicate beyond the initial value they rely on to make a sale. Measure your customer retention accurately. Customer retention sits at the heart of customer success, as it increases your organization’s ability to control repeat business. Offer enhanced value.

Customer Success 278

Customer Success Retention Company Culture Metrics 278

SaaStr

OCTOBER 26, 2022

AI-powered communication is helping people improve the quality and impact of their communication. For Grammarly, communication is a large market because it’s relevant to everyone. This fact made it clear to Grammarly that their technology will help enterprises save money lost to ineffective communication.

Enterprise 262

Enterprise Scale Sales Communication 262

SaaStr

JANUARY 12, 2024

We still want to drive retention and growth and make money. No one would disagree that retention and expansion are important. Prediction #1: GRR and NRR Make a Mild Comeback GRR (Gross Revenue Retention) and NRR (Net Revenue Retention) have been hard for many companies over the last year or so. The world has changed.

Sales Hiring 323

Sales Hiring Customer Success Scale AI 323

SaaStr

NOVEMBER 12, 2021

Late Building partner programs tend to focus on reselling and retention. . Over time, we added Partner Tiers based not just on sales, but customer retention and performance certifications. Instead, find ways to communicate often and early. Early Building partner programs’ are focused on partner acquisition and reselling. .

Sales Recruiting 305

Sales Recruiting Sales Technical Support Onboarding 305

SaaStr

JULY 8, 2024

All teams discuss blockers, inefficiencies, structure plans, and different communication channels to charge a path forward. So, net of churn, net of retention, net of expansion over long periods, coupled with an AE progression plan with highly quantifiable metrics and a scope that expands in terms of tenure. That’s an opportunity cost.

Sales Hiring 293

Sales Hiring Scale Sales Education 293

User Pilot

OCTOBER 19, 2024

They include metrics like the Net Promoter Score , Customer Effort Score , Customer Churn/Retention Rates , etc. This means higher customer retention and renewal rates , lower customer acquisition costs , and higher revenue growth rates , all of which vastly improve your business’ success and sustainability.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

SaaStr

NOVEMBER 8, 2022

Most of you are familiar with the customer life cycle, including customer acquisition, onboarding, adoption, cross-selling and upselling, and retention. . Stage 5: Employee Retention . The similarities between customer and employee retention are more obvious, with a goal of keeping good people around. . Phase 5: Retention .

Underperforming Technical Team 246

Underperforming Technical Team Technical Review Acquisition Company Culture 246

Intercom, Inc.

JULY 25, 2022

Customer engagement is defined as communicating with your customers over the course of their journey – from acquiring, onboarding, and nurturing to supporting and retaining – to help them get to the outcome they want. Effective customer engagement holds the key to customer retention and loyalty.

Technical Review 209

Technical Review Engagement Artificial Intelligence Systems Review 209

Intercom, Inc.

AUGUST 9, 2022

. “We’re honored to see so many Intercom customers featured in the Cloud 100” This is a challenging time for many businesses – as companies brace for an economic downturn, strong customer engagement and retention is even more crucial. Highlights of the list appear in the August/September 2022 issue of Forbes magazine.

Cloud 211

Cloud Leadership Innovation Communication 211

Intercom, Inc.

SEPTEMBER 8, 2021

Now, it’s taking center stage as the value driver it truly is , enabling businesses to build lasting relationships with their customers, drive increased operational efficiency, and influence better customer satisfaction and retention. For one-off issues, communicating through the right channel is crucial. Increasing support efficiency.

Scale 237

Scale Headcount Mobile Communication 237

SaaStr

JANUARY 22, 2021

And we’ve learned that the top SaaS and Cloud companies all succeed with higher-than-average revenue retention, often in the 120%-140% a year range. You have to audit and listen to a certain amount of every rep’s customer communications. The real problem with all this behavior is it creates less happy customers.

Sales 279

Sales Churn Cloud Pricing 279

Intercom, Inc.

AUGUST 3, 2022

In July, newly released research from Harvard Business Review Analytic Service, sponsored by Intercom, revealed what we’ve all been thinking – customer engagement is the key to retention and loyalty. Upgrade your customers’ experience with more targeted personalized communications.

Payment Features 203

Payment Features Subscription Communication Engagement 203

User Pilot

AUGUST 6, 2024

Use a live chatbot to improve customer communications by handling simple inquiries quickly and efficiently. A good customer engagement strategy leverages personalized experiences and communications to meet individual customer preferences and expectations. Successful engagement creates an emotional bond with customers.

Engagement 105

Engagement Retention Social Media Customer Lifetime Value 105

Intercom, Inc.

JULY 6, 2021

Global customer support lets companies more easily communicate with leads and customers in different countries, giving them a competitive edge over other businesses with limited support. Improved global customer retention. Rigorously communicate internal processes. Access to a larger market.

Customer Support 232

Customer Support Strategy Scale Retention 232

Intercom, Inc.

AUGUST 24, 2022

Now more than ever, customer retention is the key to a thriving business ”. Now more than ever, customer retention is the key to a thriving business. How you can unlock the power of in-context communications in your support strategy. How we’ve improved and innovated on our Messenger to help your business drive growth at scale.

Innovation 191

Innovation Retention Engagement Engineering 191

Intercom, Inc.

APRIL 6, 2022

For fast-growing and enterprise organizations, the ability to personalize customer communication in a way that’s scalable is business critical. Tailored, in-context experiences have become table stakes, making the one-size-fits-all approach to customer communication a thing of the past.

Scale 230

Scale Scaling DevOps as a Service Communication 230

SaaStr

OCTOBER 28, 2022

Leadership must communicate this objective to the entire company and ensure everyone works toward improving efficiency instead of simply bringing in more dollars. However, don’t this doesn’t mean that your sales teams shouldn’t bring in more revenue –– quite the opposite.

Sales Recruiting 263

Sales Recruiting Sales Hiring Leadership Interviewing 263

SaaStr

MARCH 17, 2020

Learn more about Bandwidth’s new communications API suite built for scaling SaaS companies here , or schedule a meeting today to get the conversation going. CustomerSuccessBox announced “Sheldon,” a new AI-engine to help customer success teams improve MRR Retention. SaaSOptics . Request a demo here.

Sales Hiring 236

Sales Hiring Scale Payment Features Marketplace as a Service 236