SaaStr

AUGUST 7, 2020

359: The Secrets to Vertical Growth, What it Really Takes to Build a $1B SaaS Company with Matt Garratt, SVP, Managing Partner @ Salesforce Ventures, Trisha Price, Chief Product Officer @ nCino and David Schmaier, CEO & Founder @ Vlocity. Trisha Price. Trisha Price: nCino is a little bit different in its background.

Price 60

Price Retail X-functional Healthcare 60

Hubspot

DECEMBER 23, 2022

Unlike manual prospecting, sales prospecting software allows you to quickly identify potential customers. Even in instances where salespeople can identify interested customers, 19% of salespeople struggle with getting in direct contact with decision-makers. Custom views. That includes how prospects are identified.

Prospecting 78

Prospecting X-functional CRM Contact 78

Hubspot

OCTOBER 16, 2017

That is to say, if you want your salespeople to do X, reward them financially for doing X. If you want them to stop selling to poor fit customers, institute a clawback so they lose their commission if the customer churns or returns the product within a set window of time. Increase average contract length.

Commission 92

Commission Quota X-functional Non-Profits 92

Salesforce

NOVEMBER 20, 2023

Send an advance copy of the contract or a prepared quote so all decision-makers can review sales details before the call. He suggests leading with a compelling proof point from a customer case study where you’ve delivered solid results. Do you owe the prospect a spec sheet or a price quote? Confirm next steps.

Objectives and Key Results 69

Objectives and Key Results Pitch X-functional Sales 69

SaaStr

MARCH 26, 2024

In it, we cover the SaaS community’s most pressing questions about Artificial Intelligence (AI), pricing, efficiency, and funding. Trust is a big deal with customer support. One SaaStr fan asked what role company employees play with AI and providing accuracy to customers. “95% It’s tough for folks to staff these functions.

Price 98

Price X-functional Growth B2B 98

SaaStr

APRIL 30, 2022

Average Revenue per Customer. Customer Lifetime Value (LTV). Customer Acquisition Cost (CAC). & One is customers. Customers love SaaS products and tools because it simply works. Two is the growth of your existing customers. It’s basically lost customers. Average revenue per customer.

Price 94

Price Launch X-functional Contract 94

PandaDoc

APRIL 24, 2020

You might even consult the DocuSign pricing page to learn more about the product as you try to understand which plan is right for you. But just looking at one set of pricing plans doesn’t help you understand the best solutions out there. Here’s how the best e-signature solutions compare with DocuSign in 2020.

Price 59

Price X-functional CRM Follow-up 59

SaaStr

JULY 24, 2019

Gillian oversees Talkdesk’s Customer Success and Technical Support teams, partnering closely with customers to achieve their CX vision. At Talkdesk, we have achieved really amazing customer retention, net retention, advocacy, loyalty. The first is your customers have to have more stuff to buy. FULL TRANSCRIPT BELOW.

X-functional 57

X-functional Engineering Clients Start-ups 57

SaaStr

NOVEMBER 2, 2019

* What does Krish mean when he says, “In SaaS, you either sell to one of 2 customer profiles”? Does one have to expand the product line to retain customers? First, what is continuous customer development? How does Krish think your customer acquisition and GTM strategy has to change with the movement from SMB to enterprise?

GTM 53

GTM Price Up-sell Product 53

SaaStr

AUGUST 9, 2019

Ep 255: Vikas Bhambri is SVP Sales and Customer Experience @ Kustomer, the startup providing Real-time, actionable views of customers with continuous omnichannel conversations and intelligence that automates repetitive, manual tasks. When should one look to hire their first customer success reps? Vikas Bhambri: Yeah.

Finance 55

Finance X-functional CRM Engineering 55

Sales Hacker

JANUARY 13, 2021

The licensee embeds the third-party software into its application to improve it by adding new functionality or features, or enhancing existing functionality or features. The new joint solution is improved by having the OEM technology embedded into its application, providing increased value to the end customer.

GTM 74

GTM Negotiate Profit margin Contract 74

Sales Hacker

MAY 9, 2019

It needs to provide fair compensation to employees in customer-facing roles. It needs to incentivize specific behaviors and actions that suit the needs of both the company and the customer. Create a 2-Page Contract and Get Mutual Commitment [TEMPLATE PROVIDED]. What if you need 4 SDRs and 2 CSMs to bring on those customers?

SQL 103

SQL Commission Customers Non-Profits 103

SaaStr

JUNE 14, 2019

In his most recent role, Dave was the CEO @ Host Analytics where he quintupled ARR, halved customer acquisition costs and increased net retention rates before selling the company to a private equity sponsor. Before that Dave was SVP/GM of Service Cloud @ Salesforce where he led the $500m line of business for customer service applications.

Strategize 59

Strategize Quota Non-Profits Price 59

PandaDoc

FEBRUARY 27, 2023

They’re used to inform the customer and help you get closer to your deal. If they agree, the deal is finalized by the signing of a contract. The techniques you employ will depend on the product, vertical, customer, and other factors. As this is a “summary”, you don’t want to overwhelm the customer with too many details.

Closing 52

Closing Contract Technique Objectives and Key Results 52

SaaStr

MARCH 1, 2019

Annual contracts: To what extent do annual contracts dominate today? Why does Tom think in the early days one should be wary of signing too many multi-year contracts? How does Tom think about calculating churn when it comes to multi-year contracts? How should comp plans differ when comparing AEs to customer success?

Contract 47

Contract Price Commission Conversion 47

PandaDoc

APRIL 12, 2022

Customer success metrics are the bread and butter of the SaaS industry, especially when it comes to business operations. In many cases, all aspects of the business — from product expansion to feature development — revolve around customer metrics and feedback. 7 customer success metrics for SaaS. Customer Effort Score (CES).

Customers 52

Customers X-functional Promote Price 52

SaaStr

MAY 14, 2023

Algolia went from zero to seven figures in revenue in 12 months, and the launch of their search as a service product, and grew pricing from $19 a month to $100,000, which sounds amazing. Nicolas : Really, one step at a time, so we knew the first pricing was just testing the market, and we iterated a lot on it. Nick : Pretty good?

Price 96

Price Start-ups Up-sell X-functional 96

SaaStr

APRIL 23, 2019

Because if you’re launching a consumer company, or even B2B size product, you can pretty much sell, or have a product ready in those three to six months, and even have 10 customers. Anu: Can you talk a little bit … You came up with that idea during those three days, but by demo day, did you have any customer? Anu : Got it.

Launch 65

Launch Pitch Niche Negotiate 65

SaaStr

JUNE 13, 2019

Late in October of last year, we sent out a survey to understand how the best marketers and marketers across all different kinds of SaaStr use free trial in order to acquire customers in the most effective ways. Contract length. How long should a contract be in order to maximize conversion rate? What does this mean?

Contract 85

Contract Price X-functional Conversion 85

SaaStr

NOVEMBER 21, 2020

When is it right for SaaS companies to turn down potential customers? What is the right way to think about customer segmentation? How should startups decide which customer segment to focus on? * How does Rob think through pricing today in a way that encourages land and expand? How can they do that the right way?

E-commerce 106

E-commerce Manufacturing X-functional Retail 106

Sales Hacker

JULY 2, 2019

Lead to customer conversion rate by lead source. Average sales price by source. The Calculations: Average sales price per lead. To get your average sales price by source you simply have to look at the data set for your entire customer database and bucket them by lead source. 2,000 x 10% = $200/lead.

Price 78

Price X-functional CRM Sales 78

SaaStr

AUGUST 15, 2020

362: The Future of the Customer with Bernadette Nixon, CEO @ Algolia, Jay Snyder, Chief Customer Officer @ New Relic, and Nick Mehta, CEO @ Gainsight. Customers’ expectations are higher than ever with more access to information and options. You can see the full video here , and read the podcast transcript below.

Retail 81

Retail Start-ups Drivers/motivators Up-sell 81

Heinz Marketing

DECEMBER 18, 2020

As Marketo users are well aware, Marketo’s pricing tiers are based on database size. If you have more leads than your Marketo instance allows in your CRM, talk to your customer success manager at Marketo. There is a way to block the sync on specific records, but it takes a new CRM field and some custom development work. #3

CRM 135

CRM Campaign X-functional Clients 135

PandaDoc

MARCH 7, 2023

It’s a structure of steps that help lead a customer further down the funnel in the most streamlined way possible. Links or arrows can guide each team member on what to do next, depending on how the customer is responding. You don’t want to waste your team’s time or, indeed, the customer’s. What is a sales workflow?

Process 52

Process Objectives and Key Results Pitch Legal 52

SaaStr

MARCH 12, 2019

Awesome revenue growth on the X axis, awesome revenue retention on the Y. And so I just want to throw in a framework around product market fit measured by customer value creation, then go to market fit measured by economics, then we scale fast. So first off, I’m saying we start with customer success. That’s easy.

Growth 84

Growth Cross-sell Contract X-functional 84

ConversionXL

AUGUST 27, 2019

In a marketing technology stack, a taxonomy includes the names of the actions people take and the naming structure for the values you store about your customers. These customer values are recorded as dimensions and metrics (as you can see in our tracking plan example below). And its data-layer functionality is versatile.

GTM 124

GTM X-functional CRM Technology 124

SaaStr

MAY 10, 2019

How does Jason believe SaaS companies can use a “swarming” effect to create the best buyer experience for their customer? Why is alignment actually a negative for the customer experience? They work with customers to unsilo their operations and create one strategic revenue Ops team to support their go to market strategy.

X-functional 55

X-functional SQL Pipeline GTM 55

SaaStr

JANUARY 3, 2020

Annual contracts: To what extent do annual contracts dominate today? Why does Tom think in the early days one should be wary of signing too many multi-year contracts? How does Tom think about calculating churn when it comes to multi-year contracts? How should comp plans differ when comparing AEs to customer success?

Contract 10

Contract Price Commission Conversion 10

Heinz Marketing

AUGUST 17, 2018

As Marketo users are well aware, Marketo’s pricing tiers are based on database size. If you have more leads than your Marketo instance allows in your CRM, talk to your customer success manager at Marketo. There is a way to block the sync on specific records, but it takes a new CRM field and some custom development work.

CRM 59

CRM Campaign X-functional Clients 59

Hubspot

FEBRUARY 11, 2019

If you can offer an existing product at a lower price point, better quality, or ideally, both, you'll have plenty of customers. Ask everyone to come prepared to discuss a certain product category or question, such as, "What's your favorite type of X and why?" Doing interviews with potential customers is another option.

Minimum Viable Product 101

Minimum Viable Product Legal X-functional Networking 101

PandaDoc

MAY 8, 2023

Customer support is an essential aspect of any customer experience, and research bares this out: 68% of customers will pay more for products and services from companies with a strong record of good customer service. Hubspot ) 61% of customers say they would defect to a competitor after just one bad experience.

Service 52

Service Product Customers E-commerce 52

SaaStr

FEBRUARY 21, 2020

How does marketing and customer success intertwine to be successful? Number three, you typically have some customers who will just talk to you automatically. David Skok: They go and build the product before they’ve done the validation with customers to figure out if this is actually something that the market wants to buy.

Non-Profits 79

Non-Profits Up-sell Start-ups Product 79

SaaStr

AUGUST 26, 2022

How do they get their customer? X this year. It didn’t even have custom tabs. If you’re already teasing into it, if your deal size is going up a bit, if your customers are getting a little bit bigger, I think so much of the money is going into bigger enterprises today in cloud. What’s their NRR?

Quota 81

Quota Growth Product Closing 81

SaaStr

OCTOBER 30, 2020

390: Randy Rayess is the Co-Founder @ Outgrow, a growth marketing platform that enables marketers to build interactive content/tools to increase customer engagement and boost demand generation. How should customer success engage with interactive content? What can be done to make the sales and customer success teamwork so well together?

A/B testing 81

A/B testing X-functional Launch Start-ups 81

SaaStr

JULY 2, 2020

348: Kurt Muehmel is the Chief Customer Officer @ Dataiku, the platform democratizing access to data and enabling enterprises to build their own path to AI in a human-centric way. As for Kurt, he joined the company over 5 years ago and has risen from AE to VP EMEA to VP Sales Engineering to today as Chief Customer Officer.

Customers 115

Customers Contract Price Education 115

SaaStr

AUGUST 19, 2020

Get back into experimentation mode with our business model, with our pricing to really think about not just how we can shrink costs, but inflect growth on the top line so we could ultimately control our own destiny which is in fact what we did. You have to actually go and talk to your customers. Shifting to the fifth is around pricing.

E-commerce 104

E-commerce Price Start-ups Growth 104