SaaStr

JANUARY 12, 2021

Aim for that at least in your Very Small Business segment if you can, and if you can provide at least as much value as Xero. Customer Lifetime Value is 81 months, from SMBs. That means an effective 81 month customer lifetime value from SMBs. That’s impressive. This is a critical metric.

Customer Lifetime Value 288

Customer Lifetime Value SMB Churn Scale 288

SaaStr

JUNE 13, 2022

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. Customer Lifetime Value is just Churn inverted.

Sales Hiring 278

Sales Hiring Scale Churn Metrics 278

SaaStr

JULY 30, 2024

PLG ensures your product is doing the work for you in terms of customer advocacy, acquisition, and retention. How do you scale PLG? How do you build a stellar developer experience and continue to scale when the user base skyrockets overnight? What does scaling Enterprise ARR mean? Why are companies focusing on PLG today?

Underperforming Technical Team 288

Underperforming Technical Team Enterprise Scale Payments 288

Valuize Consulting

APRIL 4, 2025

Instead of grouping all enterprise clients together, the company creates a dedicated onboarding track for healthcare clientsreducing risk, accelerating time-to-value, and ultimately increasing lifetime value. The future of Customer Success isnt about working harder.

Scaling 52

Scaling Data Healthcare Cost optimization & reporting 52

Subscription Flow

MAY 22, 2024

First impressions are rarely the last impressions, but they can prove to be just that for your company if you do not strategize a high customer lifetime value (LTV) for SaaS businesses. When customers consistently return to make purchases, it is usually a positive indication that your company is doing well.

Customer Lifetime Value 52

Customer Lifetime Value SaaS Payments Payment Services Technical Advisors 52

User Pilot

OCTOBER 19, 2024

How to measure customer satisfaction Thankfully, measuring customer satisfaction in SaaS is fairly easy. It often involves a two-step process: First, launch a customer satisfaction survey asking existing customers to rate their experience on a scale. Next, calculate the customer satisfaction score.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

Stax

MARCH 18, 2025

It can be easy to consistently double revenue if you’re an early-stage company, but as you scale up, sustaining that becomes more difficult. Churn is the percentage of customers that end their subscriptions within a certain amount of time. Customer lifetime value. Customer acquisition cost.

Scale 117

Scale Payment Services Payments SaaS Payments 117

SaaStr

NOVEMBER 27, 2021

Rather, Customer Success owns the customer from point of inception (sometimes pre-close) all the way through the entire life and lifecycle of the customer. Sales closes the customer, and Customer (or Client) Success takes it from there — for years. NRR steady at 130% — for 11th straight quarter.

Sales Hiring 246

Sales Hiring Customer Success Scale Customer Lifetime Value 246

User Pilot

OCTOBER 31, 2024

Focus on actionable product metrics While it’s easy to get lost in a sea of metrics (like churn rate , customer lifetime value, or monthly recurring revenue) not all metrics are equally useful. Growth-stage companies need to scale their product analytics to manage a larger user base and more complex customer journeys.

Strategy 105

Strategy Underperforming Technical Team Government Customer Lifetime Value 105

SaaStr

NOVEMBER 27, 2021

Rather, Customer Success owns the customer from point of inception (sometimes pre-close) all the way through the entire life and lifecycle of the customer. Sales closes the customer, and Customer (or Client) Success takes it from there — for years. NRR steady at 130% — for 11th straight quarter.

Sales Hiring 245

Sales Hiring Customer Success Scale Customer Lifetime Value 245

The Angel VC

OCTOBER 5, 2014

In the x-axis you can see how many customers you need, for a given ARPA, to get to $100 million in annual revenues. Both axes use a logarithmic scale. Most SaaS products aren't inherently viral, there usually isn't enough inventory to make paid advertising work at scale, and cold calling usually doesn't work at this ARPA level.

Scale 280

Scale Business Customer Lifetime Value Enterprise 280

User Pilot

JANUARY 17, 2024

Scaling SaaS is not for the faint of heart. If you do not scale, you will be unable to reach a new pool of customers and your competitors will leave you in the dust. If you scale prematurely, you may struggle to satisfy customer expectations. Ready to get started with your scaling strategy?

Scale 105

Scale Scaling SaaS Underperforming Technical Team 105

ChurnZero

APRIL 11, 2025

The right onboarding strategy means more than just getting a customer using your product. User adoption drives down user acquisition costs, stretches marketing resources, increases customer lifetime value, and brings flexibility to your teams product resource investments. 3: Have you segmented your customers yet?

Onboarding 86

Onboarding Strategy Technical Review Systems Review 86

User Pilot

NOVEMBER 5, 2023

Wondering how to scale customer success in SaaS and drive product growth ? If you’re a leading SaaS company, you know that growth is directly tied to helping customers achieve their desired outcomes. An effective customer success team can, thus, drive revenue growth, reduce churn, and increase customer satisfaction.

Scale 104

Scale Customer Success Scaling SaaS 104

User Pilot

MARCH 6, 2023

Customer Acquisition Cost, Product Adoption Rate , and Customer Lifetime Value are some of the key metrics product managers can use to evaluate the effectiveness of their product-led strategy. To calculate it, divide the Average Revenue Per Account (ARPA) by Customer Churn Rate. Product-led growth model.

Scale 98

Scale Acquisition Scaling Customer Lifetime Value 98

FastSpring

JANUARY 7, 2021

You should be looking at several different metrics when determining whether your customers give you the kind of loyalty you want. Customer Lifetime Value (CLV). A customer lifetime value number is defined by the monetary value they will bring to your future profits. Net Promoter Score (NPS).

Customer Lifetime Value 148

Customer Lifetime Value Scale Forecasting Engineering 148

Intercom, Inc.

NOVEMBER 7, 2018

Pure customer acquisition metrics are popular, but dangerously inexact tools for calibrating and scaling your company growth. If you want to grow in a scalable and profitable way, then you have to look beyond customer acquisition and get smart with: Customer Acquisition Cost. Lifetime Value. events).

Acquisition 202

Acquisition Scale Advertising Customer Lifetime Value 202

The Angel VC

NOVEMBER 29, 2013

Note that the x-axis is not a true-to-scale representation of time elapsed. For a true-to-scale representation I would have to add much more space between the Series A and the Series B and between the Series B and the Series C. Therefore you should also consider regular Net Promoter Score (NPS) surveys. 3% per month.

Scale 190

Scale Startup SaaS Customer Lifetime Value 190

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? How much focus is placed on Customer Lifetime Value (CLV) and Customer Retention Cost (CRC) and how do you track this? . Try Totango for free today! .

Scale 115

Scale Engagement Scaling Strategy 115

Totango

JULY 6, 2021

Here we’ll consider five of the best ways to track it: Customer lifetime value (CLV). Current customer referrals. Customer loyalty index. Voice of the Customer SuccessBLOC. These methods may be used individually or combined for multi-faceted insight into customer loyalty. Net Promoter Score.

Customer Lifetime Value 114

Customer Lifetime Value Scale Branding Trends 114

SaaStr

FEBRUARY 25, 2020

The other thing that we want to do is we want to increase that customer lifetime value or CLTV because not only is that easier to sell our current customers more than acquiring new customers, but it’s a way of continuing to grow the business at a faster rate even if you’re not adding as many new customers.

Scale 241

Scale Underperforming Technical Team Sales Hiring Software Review 241

User Pilot

JUNE 28, 2023

Use customer satisfaction metrics, such as customer effort, NPS , and customer satisfaction score, to help measure customer experience ROI. Business growth metrics, such as customer retention rate , customer churn rate, and customer lifetime value , can be used to measure customer experience ROI.

Customer Lifetime Value 98

Customer Lifetime Value Software Review Scale Retention 98

SaaStr

FEBRUARY 19, 2019

The promise at the heart of the SaaS business model has always been that by sacrificing relatively large one-time payments, you’d maximize revenue over the long-term lifetime of the customer. In four letters, the promise of the SaaS model is CLTV (Customer Lifetime Value). Onboarding/training customers.

Customer Success 168

Customer Success Payment Solutions SaaS Payments Scale 168

SaaStr

MARCH 28, 2025

But for us, six quarters is the target because customers are expected to last longer than four years.” ” This focus on sustainable economics has helped Bill.com maintain profitability while continuing to scale. But for us, six quarters is the target because customers are expected to last longer than four years.”

SMB 130

SMB Payments Payment Services SaaS Payments 130

User Pilot

MAY 2, 2024

TL;DR Customer retention is the ability to keep your customers actively using their products. It’s crucial for SaaS businesses because it drives revenue growth, increases customer lifetime value , reduces customer acquisition costs , and fosters positive word-of-mouth marketing. There isn’t one.

Retention 111

Retention Metrics Strategy Scale 111

USIO

JANUARY 15, 2024

Customer Retention: Subscriptions encourage customer loyalty as users are committed to the service for a predefined period. This reduces the churn rate, ensuring a more stable customer base. Lifetime Value (LTV): Subscription models often result in higher customer lifetime value.

SaaS Payments 130

SaaS Payments Payment Services Payments Payment Solutions 130

User Pilot

JANUARY 10, 2022

Tracking the right customer success metrics allows you to respond proactively to customer needs and keep users on the road to success. The right metrics help increase retention and customer lifetime value , maximize upselling opportunities, and increase customer loyalty and drive word-of-mouth.

Customer Success 105

Customer Success SaaS Payments Customer Lifetime Value SaaS 105

User Pilot

NOVEMBER 6, 2023

TL;DR Customer growth is the expansion of a company’s customer base over time. To calculate CLV , multiply the customer value by the average customer lifespan for your product. However, the formula provides a good estimate and can guide decisions like how much to invest in driving customer growth.

Customer Lifetime Value 103

Customer Lifetime Value Retention Churn Acquisition 103

SaaStr

APRIL 30, 2022

Average Revenue per Customer. Customer Lifetime Value (LTV). Customer Acquisition Cost (CAC). & Low touch you’re gonna talk a lot about what we call customer success teams. Customer success teams are basically about building at scale this self-serve engine. MRR, obviously. Transcript.

SaaS Payments 246

SaaS Payments Metrics Payment Methods Scale 246

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? How much focus is placed on Customer Lifetime Value (CLV) and Customer Retention Cost (CRC) and how do you track this? . Try Totango for free today! .

Scale 91

Scale Engagement Scaling Strategy 91

User Pilot

JULY 22, 2024

To assess how well the product retains existing customers, calculate the customer retention rate. Customer churn rate is the percentage of customers who stop using the product within a given timeframe. It’s calculated based on customer survey responses. Customer engagement metrics: churn rate.

Engagement 103

Engagement Metrics Customer Lifetime Value Benchmarks 103

User Pilot

MARCH 9, 2025

It helps quantify customer behaviors on a larger scale to uncover user trends and correlations. E.g., gauge customer satisfaction by asking users to rate their satisfaction with your product on a scale of 1 to 10. These could include: Customer satisfaction: NPS, CSAT, CES.

SaaS 83

SaaS Social Media Interviewing Scale 83

User Pilot

NOVEMBER 28, 2023

The total expense of bringing a new customer on board. Customer churn rate. Customer lifetime value. The total revenue a company can expect from a single customer over the course of their relationship. Customer activation rate. Churn rate formula. Tracking in-app events with Userpilot.

SaaS Payments 105

SaaS Payments Metrics Customer Lifetime Value Marketing 105

User Pilot

MAY 1, 2024

Product experience management helps to: Enhance the entire customer journey and deliver personalized experiences. Improve customer retention by delivering exceptional experiences. Increase customer lifetime value by adding more value. Improve customer acquisition with positive word-of-mouth.

Customer Lifetime Value 105

Customer Lifetime Value User Experience Retention Scale 105

User Pilot

JANUARY 28, 2024

Customer Lifetime Value (CLV) indicates long-term customer revenue potential, guiding retention and expansion strategies. In this case, this could be user retention rate, monthly active users , and customer lifetime value. This metric is important for understanding the long-term value of customers.

Metrics 105

Metrics Customer Lifetime Value Business SaaS 105

User Pilot

FEBRUARY 26, 2024

Also known as the feature adoption rate , improving this metric leads to better user satisfaction, which translates into a higher customer lifetime value. Digital product metrics to track customer satisfaction These metrics examine how happy your existing customers are with your product or service.

Metrics 104

Metrics Customer Lifetime Value Scale SaaS 104

User Pilot

FEBRUARY 10, 2022

Product adoption rate measures both customer satisfaction and growth , giving you an overall idea about the health of your business. Time to value , customer lifetime value , product activation rate, feature adoption rate, and customer engagement score are the 5 most important product adoption metrics to track.

Customer Lifetime Value 98

Customer Lifetime Value SaaS Underperforming Technical Team Software Review 98