SaaStr

MAY 9, 2025

While competitors innovated, our vendor’s product remained frozen in time. If you’re bleeding customers and fighting for retention, here’s how you can engineer your own resurrection. ” Customers who complain are actually giving you a roadmap to retention. It was OK, but it was what everyone used.

Social Media 175

Social Media Outsourced Development Interviewing Retention 175

SaaStr

NOVEMBER 19, 2024

Customers you have a bond with will give you positive reviews on G2, become your reference customers, share their success stories, and work together with you on product innovation. Organizations that invest heavily in customer success earlier see much higher customer retention and loyalty than the competition.

Customer Success 284

Customer Success Scaling Social Media Enterprise readiness 284

SaaStr

MARCH 9, 2025

Don’t fix what isn’t broken : When something in your app already works well and delights users, don’t force AI into it just for the sake of innovation. Continuous Education is the New Retention Strategy 86% of customers stay loyal to brands offering educational experiences.

AI 202

AI Scale Education User Experience 202

SaaStr

DECEMBER 29, 2021

We have a dollar-based gross retention rate of 97% and it’s in part because of our open core model. The post How To Innovate Faster with Community: Insights From Co-creating Product with Community with GitLab CEO Sid Sijbrandij (Podcast 512 and Video) appeared first on SaaStr. At GitLab, we run on an open core business model.

Innovation 246

Innovation Business Model Banking Scale 246

SaaStr

NOVEMBER 26, 2019

10m ARR 100%+ growth 110%+ net revenue retention. And have 110%+ net retention. What matters is your momentum after $10m ARR, and not just the raw momentum (top line growth), but your momentum in retention. And now we know almost all the top SaaS leaders have 110%+ net revenue retention: PagerDuty, 139% net revenue retention.

Retention 303

Retention Innovation Revenue SaaS 303

SaaStr

FEBRUARY 10, 2025

Conclusion Apollo.io’s transformation from a sales-led to a product-led growth model represents a comprehensive reimagining of their business approach.

Scale 162

Scale Scaling Outsourced Development Sales 162

Sales Hacker

FEBRUARY 7, 2025

Early customers are often innovators and tech enthusiasts willing to try new solutions, even if the product is incomplete or buggy. Companies at this stage must demonstrate that their product is not only innovative but also reliable and capable of delivering tangible value to a broader audience.

Pricing 110

Pricing Scale SaaS Technical Review 110

SaaStr

APRIL 14, 2020

And setting different goals for sales and retention for each segment: Growing. And retention should remain close to pre-Covid 19 rates. Logo retention will take a small hit, revenue retention a higher one. Set an aggressive goal for logo retention in the Struggling segment — not much lower than before.

Scale 324

Scale Sales Healthcare Retention 324

Blulogix

MARCH 24, 2025

By BluLogix Team AI Billing Innovations, Usage-Based Pricing, Credits, and Prepaid Models AI Billing Needs a New Approach Unlike traditional SaaS, AI products often require real-time metering and consumption-based pricing. As AI adoption scales, we can expect even more innovative approaches to monetization.

AI Search 59

AI Search Payments Innovation AI 59

Clouded Judgement

JANUARY 24, 2025

However the pace of innovation in large language models is extraordinary. The pace of innovation is crazy at the leading AI labs, so I wouldn’t count this out! That’s because their training data, while vast, may lack the level of granularity found in specialized enterprise environments.

Enterprise 157

Enterprise AI Cloud Artificial Intelligence 157

SaaStr

MARCH 1, 2024

The Pace of AI is Increasing Dramatically Something ground-shifting has been happening over the last five years — the pace of innovation. If we project out and keep the pace of innovation, think about what will happen in the next five years. In the application layer for startups, many face challenges that boil down to retention.

Generative AI 293

Generative AI Outsourcing Services AI Software Review 293

TechEmpower SaaS

DECEMBER 11, 2023

Our blog post 53 Questions Developers Should Ask Innovators has a list of questions any good development team would ask. Client Retention: Do they have repeat or long-term clients? Inquisitiveness: Prior to starting the project, you should receive an estimate of the work effort. How do they handle hosting and support?

Software Development 443

Software Development Development Software Review Software 443

USIO

FEBRUARY 14, 2025

Transparency in financial transactions correlates with higher vendor retention rates. By leveraging innovative solutions like those offered by Usio, businesses can transform their payment systems and set the foundation for enduring vendor relationships. This level of clarity reduces uncertainty and builds trust.

Payment Services 130

Payment Services Payment Solutions Payment Methods Payments 130

Payrix

NOVEMBER 13, 2024

Software companies that offer Embedded Finance see not only a rise in customer retention but also new revenue streams. As your platform explores the potential of Embedded Finance, consider these insights to drive innovation and elevate the value you provide to your users. Download eBook

Payments 130

Payments Finance Payment Solutions SaaS Payments 130

SaaStr

APRIL 24, 2022

SaaStr 548: How to Build a Super High-Retention Sales Team with Twilio SVP & GM of North America Sales, Alice Katwan. 10 Rules for Defining Churn with SVP of Customer Success & Retention at Solarwinds, Andrea Webb, and SVP of Commercial Strategy & Operations at ForgeRock, Tim Willey. Top Podcasts This Week: 1.

Sales Hiring 293

Sales Hiring Revenue Scale SMB 293

Totango

MAY 17, 2024

CS professionals have a choice: Embrace AI and harness its potential to drive innovation and growth, or remain hesitant and risk falling behind in a rapidly evolving landscape. The post AI & CS: Innovate or stagnate appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Innovation 101

Innovation AI Underperforming Technical Team Scale 101

SaaStr

DECEMBER 1, 2024

The Numbers That Matter: $10B+ Market Cap 180,000+ Customers 152% Net Dollar Retention (2023) 7x Growth in First 24 Months After IPO 1,000+ Employees Across 8 Global Offices What Did Zinman Do Differently? He created a culture of “structured chaos” – enough process to scale, enough freedom to innovate.

Scale 252

Scale SaaS Company Culture Leadership 252

User Pilot

APRIL 3, 2024

Are you being innovative in your product? Product-led innovation focuses on creating the best product for your customers. TL;DR Product-led innovation emphasizes improving the product to attract customers, reducing reliance on marketing for growth. A diagram showing how product-led growth works for product-led innovation.

Innovation 104

Innovation Payments Strategy Payment Solutions 104

Chargebee

APRIL 18, 2024

Chargebee’s London-based user conference, beelieve, hummed with excitement as it united trailblazers and innovators from the subscription and revenue growth sector. Let’s explore the winners in each category, highlighting their exceptional contributions to efficiency, transformation, retention, revenue growth, and leadership.

Innovation 116

Innovation Leadership Subscription Payment Features 116

SaaStr

DECEMBER 22, 2022

How to Build a Super High-Retention Sales Team | Twilio SVP & GM Alice Katwan. #8. How To Innovate Faster with Community: Insights From GitLab CEO Sid Sijbrandij. #1. The 6 Secrets to Building a PLG Business with Notion Capital Partner Itxaso Del Palacio. #10.

Scale 56

Scale Innovation AI Scaling 56

SaaStr

NOVEMBER 21, 2022

Tip #3: Scale with customer-centric innovation. . Use the opportunity to continue making your customer the hero and focus on customer-centric innovation. It increases total enterprise value, lowers customer acquisition costs, and boosts net revenue retention. . Winning with customer-centric innovation.

Payments 243

Payments Payment Methods Embedded Payments Scale 243

SaaStr

MAY 1, 2022

SaaStr 549: From 0 to $500 Million ARR in 6 years: Learnings from Innovating in Underserved Markets with Samsara CPO Kiren Sekar. SaaStr 548: How to Build a Super High-Retention Sales Team with Twilio SVP & GM of North America Sales, Alice Katwan. Top Videos This Week: 1.

Sales Hiring 260

Sales Hiring Leadership Innovation Retention 260

Chargebee

MARCH 6, 2024

Chargebee’s annual user conference, beelieve, buzzed with excitement as it brought together trailblazers and innovators from the subscription and revenue growth industry.

Innovation 100

Innovation Leadership Subscription Payment Features 100

SaaStr

AUGUST 20, 2020

You can’t go 5 years without innovation. If your customers are happy and your net retention is high, they’ll carry you through a patch when you need to reorg things. It’s OK to get a bit behind once in a while, IF your customers are still happy.

Acquisition 335

Acquisition Banking Innovation Cloud 335

SaaStr

SEPTEMBER 29, 2023

They expect innovation and a personal touch back as quid-pro-quo for taking that risk. Make that clear, and take advantage of it as a sales and customer success and retention tool. Customers care just as much about talking to the CEO if you have 5 employees as 5,000. Now take it a step further, and show up in person.

Startup 284

Startup Innovation Customer Success Retention 284

SaaStr

MAY 8, 2022

SaaStr 549: From 0 to $500 Million ARR in 6 years: Learnings from Innovating in Underserved Markets with Samsara CPO Kiren Sekar. 10 Rules for Defining Churn with SVP of Customer Success & Retention at Solarwinds, Andrea Webb, and SVP of Commercial Strategy & Operations at ForgeRock, Tim Willey. Top Videos This Week: 1.

Scale 284

Scale Engineering Payment Features Sales 284

SaaStr

OCTOBER 14, 2021

GRR (Gross Retention Rate) of 97%. A clear commitment to consistent innovation! #8. We’re getting used to seeing these super-high NRR numbers from the top developer-focused leaders, in many cases because utility pricing often encourages it (see also Datadog, Twilio, etc). Still, these are truly top-tier numbers: #2.

Outsourced Development 67

Outsourced Development Software Development Innovation Cloud 67

SaaStr

JANUARY 29, 2021

But also, more innovation. Gross revenue retention just as important as net revenue retention (NRR). As Saleloft starts to think about an IPO, there is more and more focus on gross revenue retention, i.e. before upsells and upgrades. Do you do enough of this? We’re seeing more and more of this.

Scale 301

Scale Social Media SMB AI 301

SaaStr

DECEMBER 20, 2022

Learnings from Innovating in Underserved Markets with Samsara CPO Kiren Sekar. #20. How to Maintain +140% Customer Retention with Dooly CEO Kris Hartvigsen and Head of Customer Success Ellie Hutton. How to Set and Hit Revenue Targets with Sam Blond, CRO at Brex. #22.

Scale 271

Scale SMB Sales Enablement Innovation 271

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

Tom Tunguz

MARCH 24, 2019

The innovation results in higher quality calls. If we examine net dollar retention, the current value of last year’s cohort today net of churn and gross of expansion, we see Zoom is in the top decile at 140%. He and his team authored a new codec, which is far more resilient than others.

Metrics 279

Metrics Benchmarks Scale Acquisition 279

User Pilot

MAY 2, 2024

Customer retention is vital for product success and business profitability. You will also learn how to build a retention strategy, what metrics to track, and 10 bulletproof retention tactics for SaaS companies. TL;DR Customer retention is the ability to keep your customers actively using their products. 5-25 times.

Retention 111

Retention Metrics Strategy Scale 111

User Pilot

APRIL 10, 2024

Through customer retention management. This article will walk you through what customer retention management is and provide you with some top customer retention tactics and strategies. TL;DR Customer retention management focuses on understanding customer needs to keep them loyal and retained.

Retention 98

Retention Metrics Strategy Management 98

SaaStr

MARCH 9, 2022

Sometimes, it takes innovative thinking to pull more revenue out of a current customer base or business model. Increased Revenue Retention. Along with a higher growth rate, leadership should also pause to review their retention and churn rates. The Five Key Growth Levers. Pursue Diverse Revenue Models.

Revenue 261

Revenue Sales Hiring Leadership Scale 261

Intercom, Inc.

AUGUST 24, 2022

Our product and engineering teams have been busy building incredible features that will multiply the value Intercom brings to your business, and we can’t wait to introduce you to the latest and greatest innovations. Now more than ever, customer retention is the key to a thriving business ”.

Innovation 191

Innovation Retention Engagement Engineering 191

SaaStr

AUGUST 9, 2024

This was around 2017, and CS became simpler and focused on post-sales, retention, and reduced churn. Maintain a small company mindset to foster ongoing innovation and growth. It’s sad when a company loses that innovation mindset that helped it to get where it is.

Scale 291

Scale Sales Hiring Scaling Startup 291

Intercom, Inc.

AUGUST 9, 2022

This is the sixth year in a row we’ve been included on the list, demonstrating ongoing innovation and excellence. This list, published by Forbes in partnership with Bessemer Venture Partners and Salesforce Ventures , contains many of the most innovative companies in the industry.

Cloud 211

Cloud Leadership Innovation Communication 211