Totango

JANUARY 26, 2021

What Is Churn Rate and How Does It Relate to Customer Retention? Churn and retention are flip sides of the same coin so that you can reduce one by raising the other. Retention rate represents how many of the same group of customers you kept over the same time frame. How Do You Prevent Common Causes of Customer Churn?

Churn 94

Churn Retention Underperforming Technical Team Technical Review 94

FastSpring

JANUARY 27, 2022

Note: FastSpring offers advanced subscription management services that support free trials, monthly and annual paid plans, proration, discount management, and more. How Castos upsells subscription tiers. His podcast hosting company uses data analytics that looks at which users are most likely to grow out of their current subscriptions.

Merchant Services 146

Merchant Services Payment Services SaaS Payments Payment Solutions 146

SaaStr

MARCH 12, 2019

Awesome revenue growth on the X axis, awesome revenue retention on the Y. Hundred percent revenue retention, 200% revenue growth. Option A is we can go have awesome revenue retention, 100% revenue retention, but mediocre growth. Option B is awesome revenue growth, 200%, but mediocre revenue retention, 70%.

Scale 265

Scale Sales Hiring Revenue VP of Engineering 265

Baremetrics

OCTOBER 9, 2021

Here’s a guide on boosting your customer retention rates through the use of positive habit creating techniques. In other words, if you fixed the specific issue(s) that made customers in that bracket leave, would their collective LTV justify the additional costs in development and overhead? What can you do to reverse this trend?

Retention 114

Retention Underperforming Technical Team Churn Acquisition 114

User Pilot

FEBRUARY 26, 2023

Looking for some great customer retention survey questions to include in your feedback form? Customer retention surveys are the lens through which you can see how people are feeling about your brand. The goal is to get valuable insights into customers’ needs and use this information to improve retention. Look no further!

Retention 98

Retention Scale Underperforming Technical Team Churn 98

Sales Enablement, SaaS and Growth

MARCH 23, 2020

Companies which don’t use mental models risk unleashing mayhem with poor choices or becoming bloated and bureaucratic by reducing the volume and speed at which decisions are made - both scenarios are undesirable and will impact growth. OKRs are a useful mental model - they make it crystal clear what people and teams should be striving for.

Underperforming Technical Team 213

Underperforming Technical Team Scale Sales Hiring Marketplace as a Service 213

Stax

MARCH 18, 2025

However, a SaaS company providing global HR and payroll solutions may have a few hundred customers paying a monthly or annual feein other words, making recurring payments over a longer period of time. Churn is the percentage of customers that end their subscriptions within a certain amount of time. Churn rate.

Scale 117

Scale Payment Services Payments SaaS Payments 117

User Pilot

MARCH 24, 2025

Want to advance your career in mobile product management or find top talent for your team? You will collaborate with engineering, design, and business teams to deliver cutting-edge mobile solutions that improve efficiency, user adoption , and overall product performance. Who would be a BAD fit for this job?

Mobile 52

Mobile Underperforming Technical Team Management Scale 52

Stax

FEBRUARY 28, 2024

Here’s an interesting stat: 70% of businesses consider subscription and membership models indispensable for future commercial growth and expansion. They must engineer a well-rounded solution that makes handling subscriptions a breeze (and yes, it is as hard as it sounds). However, only 10% of them currently employ these models.

Payments 88

Payments SaaS Payments Payment Services Merchant Services 88

Baremetrics

DECEMBER 18, 2019

What can we do to improve retention? But first, in order to improve retention, we first have to be able to measure it. These are the three retention measurements I usually start with: The “How would you feel if…?” strong acquisition and retention) almost always exceeded that threshold. Why are customers canceling?

Retention 136

Retention Strategy Payment Solutions Technical Advisors 136

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. Customer Success teams are in a unique position to listen to their customers’ challenges.

Retention 97

Retention Strategy Underperforming Technical Team Software Review 97

User Pilot

MARCH 23, 2023

And how can customer success teams address them to ensure product growth? Reducing churn is critical for SaaS because it cuts back customer acquisition costs and increases customer retention. 3: Poor customer service or experience with the sales teams can make customers churn. moment faster. #3:

SaaS Payments 98

SaaS Payments Churn Underperforming Technical Team Payment Methods 98

User Pilot

MARCH 25, 2024

While acquiring new customers is important, it’s more expensive than customer retention. Various factors could cause customer churn, including bad product-customer fit , poor user onboarding experience , poor customer service , and weak customer relationships. Put simply, the loss of a customer is expensive.

Underperforming Technical Team 104

Underperforming Technical Team SaaS Payments Payment Methods Payment Solutions 104

Chart Mogul

MAY 30, 2019

Ingmar, our VP of Customer Success, and our support team cracked the code on first response time and measuring NPS. As we grow, we’re able to spend more time developing the proactive tiers of the pyramid without de-prioritizing a strong foundation of fast, helpful ticket replies and features that delight.

Underperforming Technical Team 78

Underperforming Technical Team Development Strategy Management 78

ChurnZero

SEPTEMBER 8, 2022

Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. There is a 12 percentage point increase in the median YOY product subscription growth rate when training is integrated into the Customer Success plan. The bad news: It’s tiresome to answer the same questions day in and day out!

Education 98

Education Customer Success Underperforming Technical Team Scale 98

User Pilot

APRIL 30, 2024

From this article, you will find out how to develop a strong growth marketing strategy and learn growth marketing tactics for different customer journey stages. TL;DR A marketing growth strategy is a comprehensive business growth approach focusing not only on customer acquisition but also on long-term engagement and retention.

Underperforming Technical Team 105

Underperforming Technical Team Strategy Marketing Customer Lifetime Value 105

Neil Patel

MARCH 8, 2021

Both customer support and customer success teams are important for your brand’s ongoing growth and success, and the roles share similar skill sets. Customer support teams have one-on-one conversations with customers and work closely with product design and engineering teams to fix issues. Yet, they are two very different things.

Customer Support 120

Customer Support Customer Success Underperforming Technical Team Customer Lifetime Value 120

User Pilot

MARCH 9, 2023

In this article, we’ll discuss customer attrition in depth and discuss the strategies you can use to reduce churn and increase customer retention and loyalty. Active or voluntary attrition Active attrition occurs when customers voluntarily end their subscription with your product or don’t opt for a subscription renewal.

Underperforming Technical Team 98

Underperforming Technical Team SaaS Payments Payment Solutions Payment Services 98

ProfitWell

MARCH 23, 2020

There are a few key metrics that all subscription businesses should be completely on top of. Churn is the make or break of your subscription business. Churn is defined as the moment when a subscription ends and renewal does not happen, or when a customer cancels. Stay on top of retention by tracking your customer churn rate.

Payment Features 85

Payment Features Subscription Metrics Business 85

Totango

JULY 28, 2021

Adhering to good hiring practices when recruiting customer success managers can improve the quality of your customer relationships and increase client retention rates. By performing this function, customer success managers help promote customer satisfaction, laying the groundwork for retention and brand ambassadorship.

Customer Success 118

Customer Success Management Underperforming Technical Team Scale 118

Chart Mogul

OCTOBER 12, 2017

After several recent high-profile Mac apps pivoted to a subscription model, users are left feeling cheated. Developer MacPaw is planning to solve that, with Setapp - the first all-you-can-eat subscription service for Mac apps. So it’s not that we’re getting rich during the development period, and even richer after each update.

Payment Features 75

Payment Features Subscription Underperforming Technical Team Software Review 75

Point Nine Land

JUNE 18, 2023

In fact, it’s almost impossible to get a really good understanding of a service’s usage without looking at activity and retention numbers on a cohort-by-cohort basis. By conducting a cohort analysis, you can track customer behavior, retention, churn, and revenue over time. Should I look at churn or retention cohorts?

SaaS Payments 128

SaaS Payments Payment Services Payments SaaS 128

Incredo

DECEMBER 12, 2019

Why software reviews are your best friends and why you need them? #1 Bad reviews teach, good reviews sell Not all of your reviews will be positive. Bad reviews point out to your weaknesses, helping you better your customer support, product, onboarding, whatever issue they address.

Software Review 37

Software Review Systems Review Software Social Media 37

Intercom, Inc.

APRIL 17, 2019

Poor retention. If you don’t help your customers see value quickly, they won’t stick around, and for a subscription business, poor retention is nothing short of poisonous – it will slowly, but reliably, kill your business. Our support team is empowered to make changes and add new tours as our platform evolves”.

Onboarding 28

Onboarding Underperforming Technical Team Retention Engineering 28

SaaStr

APRIL 30, 2022

So growth of the kind of subscription, eCommerce industry has been over 100% year on year for the past five years, according to McKinsey. The second constituent there is the developer. Why do developers love SaaS products? Low touch you’re gonna talk a lot about what we call customer success teams. Transcript.

SaaS Payments 246

SaaS Payments Metrics Payment Methods Scale 246

User Pilot

JANUARY 31, 2023

TL;DR At-risk customers are those who are showing signs of canceling their subscriptions. The main factors contributing to at-risk customers include poor onboarding process , lack of product value perception, lousy customer support, unfixed bugs, and no learning materials, resource center, and FAQs. What are at-risk customers?

Churn 98

Churn Underperforming Technical Team SaaS Payments Payment Solutions 98

Intercom, Inc.

JULY 29, 2021

And so, Mark Rudden and his team had to figure it all out by themselves. Fortunately, Mark had quite a bit of experience working and scaling teams in demanding, hypergrowth environments. SaaS is the subscription business. Building a great sales team: How Intercom fosters and maintains its sales culture.

Sales Hiring 223

Sales Hiring Scale Sales Recruiting Underperforming Technical Team 223

FastSpring

OCTOBER 12, 2023

Full Interview: Audio Only Full Interview: Video 3 CRO Insights From Dave Gowans Why Full Funnel CRO Is Especially Important for SaaS and Subscriptions “The easiest and most straightforward bit of CRO is what you can do on the website,” Dave says. Stream the entire conversation or read the highlights below. Jump to highlights.

Payment Methods 179

Payment Methods SaaS Payments Payment Solutions Payments 179

SaaStr

OCTOBER 24, 2019

Jos White of Notion and Christian Lanng of Tradeshift team up to show you how to work within, and sometimes around, rules in the workplace. Christian Lanng : So we started with something very, very narrow, which was invoicing. But invoicing happens to be connected to something really, really important, which is payments.

Payments 133

Payments Payment Features SaaS Payments Underperforming Technical Team 133

SaaStr

SEPTEMBER 12, 2019

At Twilio, I think my entire job there my first two years was throwing t-shirts at people, because everyone had a Twilio t-shirt I think in the developer community in 2010, and that was our marketing strategy. Its product drives the acquisition, retention and expansion. I have a team of people who work on numbers. But it worked.

Investment 113

Investment Underperforming Technical Team Sales Hiring Software Review 113

SaaStr

JULY 1, 2020

She manages a huge global team. It has a portion of its revenue that’s very sensitive to the economy and a lot of startups in the customer base, good and bad, right? I’m looking at it and I’m like, “Who’s got the Wall Street Journal subscription? Four, people in the sale? Jason Lemkin: None.

Merchant Services 266

Merchant Services Scale Sales Recruiting Sales 266

FastSpring

APRIL 26, 2022

Last week, I canceled an annual SaaS subscription (I had three weeks left until renewal). Interestingly, even though I paid for a year-long subscription, the company didn’t let me keep the last three weeks of access to its premium features. This action will immediately downgrade your subscription. What Is Negative Churn?

Benchmarks 147

Benchmarks Churn Payments SaaS Payments 147

Totango

JULY 1, 2022

For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. In a B2B SaaS context, SaaS customer loyalty is expressed primarily through actions like subscription renewals, upsell purchases, referrals and product engagement.

B2B 114

B2B B2C Underperforming Technical Team Business 114

Sales Hacker

SEPTEMBER 24, 2022

There’s sales pipeline , a 7-stage journey describing what your sales team must do to convert a lead to a customer. For your team, the goal is to share more information about your products without appearing overly promotional. For your team, this step is about making your prospects realize they need your products or service.

Sales Funnel 132

Sales Funnel Outsourcing Services Underperforming Technical Team Social Media 132

SaaStr

JUNE 1, 2021

Turns out a founding team of six MBAs creating a full suite of products sold solely to SMBs can become a multi-million dollar public company in nine years – and continue growing rapidly ($77.6 Dharmesh : …said, “This is a very bad idea. million in 2013 to $115.9 million in 2014.). I said, “Holy crap.

Part-Time VPE 297

Part-Time VPE Technical Cofounder CTO Hire New CTO 297

User Pilot

OCTOBER 6, 2022

What customer data can you collect to derive valuable insights and improve retention? Here are six steps to performing customer behavior analysis to boost customer retention: 1. Design in-app strategies to improve retention based on the collected data. For instance, subscriptions to Ahrefs or Netflix. That’s it.

Payment Solutions 98

Payment Solutions Underperforming Technical Team SaaS Payments Customer Lifetime Value 98

Baremetrics

AUGUST 23, 2021

You need to have a strategic approach that includes identifying your market fit, developing appropriate positioning and marketing strategies, and measuring performance. Leading SaaS and subscription businesses rely on Baremetrics to track the success of product launches, essential business metrics, and more. Table of Contents.

Strategy 104

Strategy Scale Payment Features Software Review 104