ChurnZero

APRIL 11, 2025

Your customer onboarding strategy is the foundation of your future retention and expansion revenue. The right onboarding strategy means more than just getting a customer using your product. But how do you know if your onboarding tactics really work? Is your onboarding process a framework or a free-for-all?

Onboarding 86

Onboarding Strategy Technical Review Systems Review 86

User Pilot

NOVEMBER 29, 2024

Dan, a Stanford-trained engineer with experience guiding companies like Intuit, understands how to optimize your product metrics for growth by focusing on retention and building a product users truly value. Understanding the product metrics Let’s have two products – A and B. The key is to go beyond surface-level metrics.

Metrics 105

Metrics Scale Acquisition Retention 105

SaaStr

MARCH 16, 2025

Instrument Everything Before running campaigns, ensure you have rock-solid data collection: Define clear metrics tied to business outcomes Create instrumentation that accurately tracks performance Focus on data that’s “directionally correct” – perfect precision isn’t required 4.

Scale 247

Scale Sales Hiring Scaling Marketing 247

SaaStr

MARCH 9, 2025

Previously, he led design teams at LinkedIn where he built recommendation products for product onboarding and developed AI chatbots. The 86% loyalty factor : Companies that provide strong onboarding and continuous educational experiences see 86% higher customer loyalty rates – making AI-powered personalization a critical retention tool.

AI 207

AI Scale Education User Experience 207

Intercom, Inc.

DECEMBER 8, 2020

This is where metrics can be invaluable, giving clarity on performance, and circumventing potential issues. But with so much data to consider, how can you define the help desk metrics that matter for your team? What are help desk metrics? Help desk metrics vs. KPIs. Ticket volume or total conversations.

Customer Support 211

Customer Support Metrics Technical Review Scale 211

SaaStr

APRIL 15, 2025

Align Incentives with Long-Term Success : By tying incentives to go-lives or early usage milestones, you ensure that sales leads focus on onboarding customers properly and setting them up for success. For example, HubSpot famously split commissionshalf on deal closure and the other half when the customer hit a specific usage metric (e.g.,

Scale 147

Scale Compensation Retention Churn 147

SaaStr

JANUARY 23, 2025

Focus on: Building robust security and compliance (SOC 2, ISO 27001) Automating customer onboarding/offboarding Creating enterprise-grade support processes Developing procurement relationship expertise Having clear data handling procedures 5. Master Enterprise-Grade Operations The operational bar is much higher in enterprise.

Enterprise 244

Enterprise Sales Hiring Scale Outsourced Development 244

SaaStr

NOVEMBER 20, 2024

Once they brought it to market, they knew they needed better user admin features, onboarding capabilities, SSO integration, etc. Other places this feedback loop worked well were: Adoption loop metrics. Customers crave metrics about how teams are using all AI products. Deciding where you don’t want to spend your time.

Scale 264

Scale AI Scaling Marketing 264

SaaStr

FEBRUARY 25, 2025

Sessions typically focus on real metrics, strategies, and lessons learned, not theoretical concepts. Benchmark Data and Performance Metrics SaaStr sessions typically feature transparent sharing of key metrics and benchmarks that are otherwise difficult to access. Get out of the home office.

Sales Recruiting 195

Sales Recruiting Scale CTO Hire Sales Hiring 195

SaaStr

JULY 20, 2024

Metrics, Metrics, Metrics The first thing Secureframe thinks about is metrics. If you don’t know your key company or North Star metrics, talk to your investors or other experts to figure out what they should be. So they can take action on the metrics in real time if they’re going in a direction they don’t like.

Sales Recruiting 304

Sales Recruiting Sales Hiring Scale Engineering 304

SaaStr

MARCH 13, 2025

Heres what Id look at: Pipeline Growth : Have they increased your pipeline metrics? Team Building : Have they started hiring and onboarding new reps that you think are at least good ? All Your VPs Really Need to Do is Tilt the Curve A great VP of Sales should show meaningful progress within one sales cycle.

Sales Hiring 171

Sales Hiring Scale Sales Onboarding 171

User Pilot

FEBRUARY 4, 2025

Tracking the right user metrics helps you precisely identify issues in the product experience rather than feeling lost in a sea of data. In this article, Ill cover 10 crucial user metrics every product manager should track to turn data into decisions that increase product adoption. Emphasis is on the word right.

Metrics 59

Metrics Scale Software Review Churn 59

User Pilot

SEPTEMBER 18, 2024

” And that’s also why AARRR metrics are called pirate metrics. Short for acquisition, activation, retention, referral, and revenue, these metrics help you measure and drive product growth. In this article, we’ll dig deeper into the AARRR framework and the relevant metrics associated with each stage.

Metrics 105

Metrics Customer Lifetime Value Acquisition Software Review 105

User Pilot

JANUARY 15, 2025

Let’s be honest, onboarding in SaaS can feel like navigating a labyrinth. As product managers and onboarding specialists, you’re juggling a million priorities: feature adoption, activation milestones, reducing churn… And crafting the perfect email sequence that guides users to success? Don’t just guess!

Onboarding 52

Onboarding Benchmarks Engagement Data Analysis 52

User Pilot

SEPTEMBER 2, 2024

Userpilot’s SaaS Product Metrics Benchmark Report has found that compared to other industries, healthcare SaaS companies perform lower across most of the 6 metrics we studied. You will also learn how healthcare companies can improve their product metrics. The onboarding checklist completion rate was one of the highest (20.5%).

Healthcare 105

Healthcare Benchmarks Metrics Onboarding 105

User Pilot

OCTOBER 31, 2024

How to apply actionable metrics to different SaaS business stages. It tracks key metrics such as feature usage , user flows, and behavior patterns to explore user preferences and pain points. These issues might range from low engagement with specific features to a high churn rate or poor user onboarding.

Strategy 105

Strategy Underperforming Technical Team Government Customer Lifetime Value 105

User Pilot

JULY 21, 2024

Which SaaS industry has the highest customer onboarding checklist completion rate? These are the key questions we explore in the article based on our recent Product Metrics Benchmark Report 2024 which investigates company performance in 6 different metrics across 7+ industries. Average onboarding checklist completion rate.

Benchmarks 105

Benchmarks Onboarding Healthcare Metrics 105

User Pilot

JULY 18, 2024

MarTech companies had the lowest onboarding c completion rates of all the industries we studied for our SaaS Product Metrics Benchmark Report. Does it have any impact on new user activation, time-to-value, or other metrics? We also show you how you can improve the key success metrics for your MarTech SaaS. Time to Value.

Benchmarks 102

Benchmarks Metrics Onboarding Retention 102

SaaStr

MAY 15, 2024

In many ways, they have to do better with UI/UX, onboarding, and conversions. In B2B, the classic metric for this is 2% now and was 2% in 2006. To maximize this fact, you need to have the right onboarding processes in place to recapture those people. Often, people just aren’t using it enough, or need better onboarding.

Subscription 306

Subscription Payment Features B2B Mobile 306

SaaStr

MARCH 18, 2025

This realization led to a fundamental shift in strategy, allocating resources to hiring and onboarding rather than lead generation. This practical, observable metric drove more decision-making than sophisticated dashboards or forecasting models.

Scale 191

Scale Sales Hiring Scaling Headcount 191

Tom Tunguz

OCTOBER 26, 2020

Funnels simplify metrics. I’ve been preparing my session for the NY Enterprise Tech Meetup later this week on the Essential Guide to SaaS Metrics. Attract a customer, engage them, sell them a contract, onboard them, ensure they achieve their objective. Attract a talented candidate, engage them, hire them, onboard them.

Startup 279

Startup Onboarding Enterprise Metrics 279

User Pilot

JULY 31, 2024

The onboarding checklist completion rate measures the percentage of new users who finish all tasks on the onboarding checklist. 14 product management KPIs & metrics for product managers to track In this section, you’ll discover 14 essential KPIs and metrics that all product managers should monitor. Average TTV.

Metrics 104

Metrics Customer Lifetime Value Onboarding Acquisition 104

User Pilot

MAY 2, 2024

You will also learn how to build a retention strategy, what metrics to track, and 10 bulletproof retention tactics for SaaS companies. Key metrics to measure customer retention include customer retention rate , customer churn rate , customer acquisition cost, and customer effort score. Customer retention metrics: Retention rate.

Retention 111

Retention Metrics Strategy Scale 111

User Pilot

AUGUST 8, 2024

The company realized their current onboarding solutions weren’t adequate, so they decided to give Userpilot a go. TL;DR Challenge : Talana faced difficulties providing effective onboarding and in-app communication for their product. So they looked for a self-serve solution that would enable them to onboard new customers at scale.

Onboarding 105

Onboarding Software Review Technical Review Communication 105

User Pilot

JULY 4, 2024

But how can you effectively measure product metrics that can help you reach your goals and increase revenue growth? In this article, we’ll explore some key metrics, analysis techniques, as well as actionable strategies to track and enhance your product performance. What metrics you track will heavily depend on your goals.

Metrics 111

Metrics Systems Review Retention Customer Lifetime Value 111

User Pilot

AUGUST 22, 2024

According to Userpilot’s SaaS Product Success Metrics Benchmark report , Fintech and Insurance companies had the second-lowest activation and adoption rates of all industries. This is because the client onboarding process in financial services faces unique challenges. What are they? Let’s get started.

Payment Services 111

Payment Services SaaS Payments Onboarding Payment Solutions 111

User Pilot

JUNE 10, 2024

Researching customer onboarding strategies for your SaaS product? The article shares 17 tried-and-tested customer onboarding tactics that will help you build delightful user experiences and drive product growth. Create a welcome series of in-app and email messages to greet users and kick off onboarding. Ready to dive in?

Onboarding 105

Onboarding Strategy Social Media Churn 105

User Pilot

JULY 19, 2024

Not sure what metrics you should use? Here are metrics you can use, along with their averages for Martech companies from Userpilot’s SaaS Product Success Metrics Report 2024 : Average customer activation rate : 24%. Onboarding checklist completion rate: 12.5% Onboarding checklist completion rate: 12.5%

Benchmarks 105

Benchmarks Metrics Scale Customer Lifetime Value 105

User Pilot

AUGUST 23, 2024

How does customer onboarding in banking work? You will also learn the main challenges involved in the onboarding process in banking, best practices and explore the best onboarding software tools for the job. Use analytics to identify and improve areas of friction in the onboarding process. Let’s dive right in!

Banking 105

Banking Onboarding compliance Scale 105

User Pilot

AUGUST 6, 2024

SaaS sales funnel metrics focus on short-term results, while marketing efforts play a longer-term game. Metrics to track here include engagement, website traffic, and trial sign-ups. Measure your success by monitoring metrics like activation rate, time to value , and onboarding completion rate.

SaaS Payments 103

SaaS Payments Metrics Scale Marketing 103

User Pilot

JULY 22, 2024

Wondering which customer engagement metrics to track? In this article, we discuss 12 key metrics you should cover – and why. TL;DR Customer engagement metrics measure how often customers interact with the product, how deep their involvement is, how satisfied they are with the product, and how valuable they find it.

Engagement 103

Engagement Metrics Customer Lifetime Value Benchmarks 103

SaaStr

FEBRUARY 14, 2024

Do we own the metrics and the people? One thing that has positively changed for customer success, especially for the SMB-focused, is far larger onboarding teams. This is great news because onboarding is one of the best ways to bring down churn for SMBs. But if there’s stress, usage and other metrics are better, like GRR.

Customer Success 304

Customer Success Sales Hiring Scale Headcount 304

Stax

MARCH 16, 2025

Key metrics include customer churn rate, revenue churn, and net revenue retention (NRR). A lack of onboarding Onboarding is critical when it comes to successful user adoption of a new product. By streamlining the onboarding process to make it quick and easy, users will be able to recognize the value upfront.

Payment Solutions 88

Payment Solutions Software Review Churn SaaS Payments 88

User Pilot

DECEMBER 31, 2024

A quick look into Userpilot In a nutshell, Userpilot is an all-in-one product growth platform that enables businesses to increase product metrics at every stage of the user journey. Custom dashboards to track key metrics at a glance. Appcues Appcues is a user onboarding tool designed with simplicity in mind. Pendo vs. Userpilot.

Technical Review 105

Technical Review Underperforming Technical Team Software Review Onboarding 105

TechEmpower SaaS

NOVEMBER 13, 2023

As part of the onboarding process, the app asks both job seekers and employers what they’re looking for - in a text box - while providing a few suggestions in a pop-up. This isn’t just our opinion - our startup metrics prove it! Even with the pop-up suggestions, we saw significant drop-off during user onboarding.

Generative AI 443

Generative AI Artificial Intelligence AI New CTO 443

SaaStr

JULY 31, 2020

There is an increased urgency in business – more risk, more potential, more importance on onboarding and customer success,” said Benton. . Here are just some of the metrics: Cold calls have dropped 20% overall. Chorus’s AI has reveled some interesting insights from the data.

Scale 359

Scale Artificial Intelligence Payments Payment Services 359

User Pilot

MAY 31, 2024

Would you like to learn how to design a SaaS metrics dashboard for your team without any coding? We also explain what metrics you may want to track and how to use the insights they offer. These dashboards are often customizable so they allow businesses to focus on specific metrics relevant to their goals. SaaS Metrics Dashboard.

Metrics 105

Metrics SaaS Retention Trends 105