SaaStr

MAY 23, 2024

Dear SaaStr: A big customer payed for a year but doesn’t use the product. Should I just mark them as churned? No. Instead, what you should try to do is renew them, especially in the enterprise. I’ve had many customers, especially big old customers, get excited, plan and buy … and then for internal reasons, deployment got pushed out. Many of them never used the product at all in Year 1.

Churn 296

Churn Enterprise Branding Business 296

Chargebee

MAY 23, 2024

Selecting a new billing system can feel like running ten miles in a marathon only to find 32 more miles to go. You’ll reach the finish line only when you nail the implementation, migration, and onboarding. An unplanned migration process can lead to data duplication, inaccurate revenue reporting, and business downtime – all affecting the incredible subscriber experience you want to deliver to your customers.

Onboarding 76

Onboarding Revenue Data Business 76

SaaStr

MAY 23, 2024

So Emergence Capital put together a great report here on B2B startups, “Beyond Benchmarks 2024” , with a ton of great data across 664 software startups. One piece I loved is how 2023 growth rates compared to 2022 for Top Quartile Software Startups. Now to be clear, and I know this is a bit brutal — “Top Quartile” isn’t in general enough to get funded by VCs.

Startup 341

Startup Benchmarks B2B Pricing 341

USIO

MAY 23, 2024

Prepaid cards offer several advantages for unbanked communities, providing a bridge to financial services and offering a range of benefits that address specific needs. Here are some key advantages: Accessibility : No Credit Check : Prepaid cards are typically available without a credit check, making them accessible to those who might not qualify for traditional bank accounts due to poor or no credit history.

Payment Methods 130

Payment Methods Payment Services Payment Solutions Banking 130

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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.

Payment Solutions

SaaStr

MAY 23, 2024

“Doubling Down” is a new series where we hear from top B2B SaaS investors on their most recent activities and takes on the current market. We had a great one last time with Andrew Steele, Partner at Activant Capital. Check that out here. This week we’re focusing on Karl Alomar, Managing Partner at M13! #1. What’s your most recent disclosed investment?

Technical Review 298

Technical Review Management Investment AI 298

Andreessen Horowitz

MAY 23, 2024

Optimism's Jing Wang discusses open source foundation stewardship, crypto superchain scaling, and more on web3 with a16z podcast.

Scaling 91

Scaling 91

Buffer Resources

MAY 23, 2024

There’s a lot of talk about “excellent copywriting” on the internet. And it’s versatile, too: Copywriting techniques can be used for multiple formats — from e-commerce websites, landing pages, sales, pages to product descriptions and content marketing. But what about social media — where holding attention is harder than ever before?

Social Media 127

Social Media Software Review Branding Travel 127

User Pilot

MAY 23, 2024

Wondering how to measure product adoption and retention rates? If yes, this article is exactly what you need! Read to find out what product adoption and retention metrics to track, how to analyze the data for actionable insights, and how Userpilot can help you. TL;DR Tracking product adoption and retention rates helps you understand how users engage with the product and identify potential roadblocks in the customer journey.

Retention 90

Retention Customer Lifetime Value Scale Churn 90

Andreessen Horowitz

MAY 23, 2024

There is no excerpt because this is a protected post.

AI 69

AI 69

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Simplify omnichannel payments with a solution that unifies every channel through your platform. By integrating front-end systems like online, mobile, and in-store payments with robust back-end infrastructure, you can deliver a seamless payments experience without the need for heavy engineering. Omnitoken technology enhances security by tokenizing card transactions for reuse, enabling merchants to drive cross-selling opportunities.

Payment Solutions

User Pilot

MAY 23, 2024

Customers aren't all the same, so you need different types of customer support to address the needs of different kinds of customers. Some may call you when in trouble, while others want to fix it without interacting with you. As a result, you need variety in your customer service solutions to properly assist each customer. This article explores 12 of the most important customer support types and how to approach them to consistently deliver outstanding customer experiences.

Customer Support 77

Customer Support Social Media SaaS AI 77

Groove HQ

MAY 23, 2024

Customer support is more important than ever, yet it’s also more complicated. Buyers will reach out through a wide variety of channels, and expect fast, personalized service. If they don’t get it, they’re likely to complain in visible ways that can hurt your brand. For these reasons, the ‘client success manager’ is becoming an increasingly […] The post What Is a Client Success Manager (And Do You Need One)?

Management 64

Management Customer Support Branding 64

How To Buy Saas

MAY 23, 2024

Are you facing issues with your device, like the battery running out faster than usual or the system lagging? Have you downloaded too many unnecessary apps that your device has reached the storage limit? Then, it is time for storage to cleanse and delete all the trivial applications slowing your device down and eating up the storage space. However, the process of how to delete an app differs for devices and operating systems, and it may confuse and frustrate you.

Mobile 59

Mobile Management Software Data 59

Groove HQ

MAY 23, 2024

Customer support is more important than ever, yet it’s also more complicated. Buyers will reach out through a wide variety of channels, and expect fast, personalized service. If they don’t get it, they’re likely to complain in visible ways that can hurt your brand. For these reasons, the ‘client success manager’ is becoming an increasingly […] The post What Is a Client Success Manager (And Do You Need One)?

Management 52

Management Customer Support Branding 52

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ClinicSense is a SaaS platform that supports over 7,000 massage therapists who use it for appointment management, payments, scheduling, marketing activities and more. Despite having a relatively low payment failure rate, the company discovered that the failures disrupted the customer experience. 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.

Payments

Chargebee

MAY 23, 2024

In business finance, achieving operational efficiency is akin to striking gold. Repsly, a Boston-based retail execution platform that powers field teams in over 80 countries worldwide has done just that by integrating Chargebee’s Rev Rec into its financial processes. We sat down and talked to Roza Anthony, the controller at Repsly, who shared her transformational experience that sheds light on the power of the right tools in streamlining business operations.

Finance 52

Finance Operational efficiency. Revenue Business 52

User Pilot

MAY 23, 2024

To successfully compete in saturated SaaS niches, having a robust product isn't enough. You must deliver an excellent customer experience throughout the entire customer journey to stand a chance, especially against established players. In the article, you will learn how to build your customer experience strategy. We also share 10 customer experience best practices that will help your product exceed customer expectations and retain them long-term.

Customer Lifetime Value 52

Customer Lifetime Value SaaS Onboarding Education 52

BetterCloud

MAY 23, 2024

Contract negotiations are like salsa, it takes two to tango. Be it renewals or new contracts, there must be collaboration and coordination between both parties to reach a mutually beneficial agreement. And for the odds to be in your favor, you must be skilled in negotiating contracts with vendors. Effective vendor negotiations prioritize collaboration over coercion.

Strategy 52

Strategy Pricing Benchmarks Software 52