SaaStr

JANUARY 12, 2024

Is it the end of an era for customer success in SaaS? We just wrote up how some of the biggest changes of SaaS are now coming, specifically in Customer Success and Sales. Back in 2015, when didn’t have the data or NRR or GRR of 115 public SaaS companies. Let’s dive in.

Customers 108

Customers GTM Growth Clients 108

PandaDoc

APRIL 17, 2024

Well, are you a SaaS company or an organization that deals with yearly or multiyear subscriptions and/or contracts? If so, it’s a key metric you might be missing out on. It’s a metric that tells you about the yearly revenue generated by individual contracts. It shows which customers are the most lucrative.

Contract 52

Contract Non-Profits Legal Clients 52

SaaStr

DECEMBER 11, 2023

So there’s a perhaps obvious conversation everyone should be having, but isn’t: “Look, in 2023 we basically hid inside our existing customer base. The most extreme example of the public Cloud and SaaS companies is Fastly. It literally added no new customers last year and basically none the past 2 years. Customers aren’t stupid.

Gaming 125

Gaming Price Growth Contact 125

SaaStr

DECEMBER 23, 2023

So I think 2023 may mark The End of Customer Success as We Knew It. The Massive Push to Efficiency As almost every public SaaS company got cash-flow positive and radically more efficient, and most startups had to stretch their dollars much further — customer success took a lot of the brunt. What happened?

Customers 109

Customers Price Start-ups Sales 109

SaaStr

DECEMBER 31, 2023

Check out this week’s top blog posts, podcasts, and videos: Top Blog Posts This Week: The New Normal: 700 Employees at $200,000,000 in ARR ServiceTitan: The First Great SaaS IPO of 2024 (Potentially) at $500,000,000+ ARR Why The Greatest Sales Teams Just Kill It On Dec 31. When Everyone Else Has Gone Home.

Pitch 95

Pitch Product Customers Sales 95

SaaStr

DECEMBER 24, 2023

Check out this week’s top blog posts, podcasts, and videos: Top Blog Posts This Week: 10+ Signs of a Mediocre Hire The Where, When, and How of AI with Theory Ventures, Open AI and More 15 Signs You Have a SaaS Metrics Problem (and How to Fix it) 4 Recent, Very Bad, Truly Terrible Customer Success Experiences.

Pitch 93

Pitch Product Customers Sales 93

Search Engine Land

APRIL 2, 2024

A successful SaaS onboarding experience does two things: Quickly helps new users overcome a product’s learning curve. This article explores how SaaS companies can improve customer onboarding to retain customers and achieve product-led growth. Now, apply this concept to your SaaS product.

Customers 112

Customers Real Estate Education Conversion 112

SaaStr

AUGUST 7, 2023

Learn about the most important SaaS metrics for founders in 2023 with the CEOs of the most metric-oriented company, monday.com, and the founder of SaaStr. For a quick recap on SaaS metrics: What is ARR in SaaS? How Is CAC Calculated In SaaS? Read More: What’s The Right CAC These Days?

Finance 84

Finance Manufacturing Niche Growth 84

SaaStr

SEPTEMBER 12, 2023

I think this is some pretty helpful reading here, a good slice of some of the most tactical insights: Got 100 Customers? Believe It Or Not, It’s Time for Your First User Conference One thing that always works in marketing is bringing your customers and prospects together IRL. Your Customer Success Team. Hire Early.

Price 101

Price Contract Territory Growth 101

SaaStr

FEBRUARY 7, 2023

1,000 SaaS CEOs, Founders, Revenue Leaders, and VCs will join us for 1.5 Braindates are 1:1 and small group networking sessions designed for you to share knowledge and network with like-minded SaaS leaders during SaaStr Europa. Straight from a SaaS CCO with Yellow.ai’s CCO with Shekar Murthy, Chief Customer Officer at Yellow.ai

GTM 106

GTM Territory Networking B2B 106

SaaStr

NOVEMBER 15, 2022

Metrics are the key to evaluating success and setting goals, but not every SaaS business should orient itself around the same one-size-fits-all numbers. The Evolution of Language For SaaS Business. This flexible mindset creates just the right conditions for embracing evolving business models and new metrics.

Drivers/motivators 95

Drivers/motivators GTM Contract Growth 95

SaaStr

APRIL 20, 2024

Challenges in AI Implementation Companies experimenting with AI in customer support face challenges due to the limitations of current AI technology. The Role of AI in Marketing AI can enhance the customer experience by allowing marketers to own more of the customer journey and provide real-time product demonstrations.

Drivers/motivators 111

Drivers/motivators Growth Product Technology 111

SaaStr

DECEMBER 4, 2022

It created a lot of discussions and was more controversial then — that NPS was a great core metric. And most segment it across customer size or other segments. Back then, I wrote that when I was a SaaS founder, I thought Net Promoter Score (“NPS”) was a somewhat dumb, Big Company metric.

Cross-sell 114

Cross-sell Engineering Sales Support Promote 114

Martech

OCTOBER 19, 2023

While businesses value the synergy between marketing, sales and product teams in theory, they often struggle to create a cohesive atmosphere and deliver seamless customer experiences in practice. Customer acquisition cost (САС). Customer lifetime value (LTV). New revenue.

Product 135

Product Contract Drivers/motivators SQL 135

SaaStr

SEPTEMBER 19, 2022

SaaS businesses are discovering that customers choose and recommend them based not on flashy marketing or super fancy product features but on the experience of engaging with the company and the value it delivers. Delivering a cohesive and die-hard customer experience doesn’t happen accidentally. You need to be accountable.

Customers 101

Customers Construction Contract Relationship Management 101

SaaStr

OCTOBER 12, 2021

Getting customer success right is one of the most powerful levers in SaaS: Upsell + expansion with existing customers costs 62% less than acquiring new customers ($0.63 new customer CAC, per KeyBanc 2021 Private SaaS Company Survey ). upsell + expansion CAC vs $1.67 Video: Intriguing Session Slides:

Customers 139

Customers Presentation Campaign Engineering 139

SaaStr

SEPTEMBER 25, 2023

As a CMO, Van Vuuren understands this all too well, saying, “As marketers, we can care a lot about the metrics around awareness, audience reach, and database-building and all of those campaign metrics. But the thing that we really need to ensure is that our sales and marketing teams are aligned on the core metrics.”

Objectives and Key Results 109

Objectives and Key Results Lead generation Campaign Sales 109

Heinz Marketing

JUNE 30, 2023

By Karla Sanders , Engagement Manager at Heinz Marketing In the ever-evolving landscape of B2B business, customer-led growth has emerged as a powerful approach to drive sustainable success. To truly understand the significance of metrics in B2B customer-led growth, let’s consider an example.

B2B 100

B2B Growth Customers Cross-sell 100

SaaStr

APRIL 14, 2023

Many startups crash and burn when they hit the Series A crunch — that do-or-die time where many seem to lose their footing even if they’ve been successful up to that point. Walk with customers to the very end of the customer journey to see what’s working and what isn’t. Can you start a successful SaaS business out of SE Asia?

Drivers/motivators 96

Drivers/motivators Legal Negotiate Up-sell 96

Veloxy

JUNE 17, 2021

A sales velocity equation typically uses four metrics. Factors/Metrics Affecting Sales Velocity. Your customer relationship management software should already be measuring the following metrics. However businesses also need to consider customer acquisition cost even though it isn’t a key factor is sales velocity.

Pipeline 306

Pipeline Non-Profits Sales Quota 306

SaaStr

JANUARY 31, 2024

As Christian shares on the pod, the company’s current customer list includes many notable companies, with 92 of them being on the Fortune 100. As Christian’s been the CRO of Splunk for over seven years now, he’s a wealth of knowledge on what it really takes to be successful in Enterprise SaaS Sales.

Pipeline 108

Pipeline Sales Up-sell Meeting 108

SaaStr

FEBRUARY 14, 2023

The current public market environment might look like a great SaaS crash for many people. As things appear to slow, how do we get back to the fundamentals, find the things that are great about SaaS that are measurable, and help people see the value in your business? It captures the predictability of SaaS revenue and built-in growth.

Profit margin 92

Profit margin Drivers/motivators Cross-sell Growth 92

SaaStr

JULY 5, 2023

So some SaaS and Cloud leaders have seen big impacts from the post-Covid hangover, but others have just kept accelerating. MongoDB is one of those that just has never stopped, although as we’ll see below, even they have seen more cautious buying from their customers. That’s about as good as it gets in SaaS and Cloud!

Non-Profits 80

Non-Profits Growth Gaming Start-ups 80

Martech

OCTOBER 13, 2023

Marketing must generate interest, leads, and an initial core of customers through program and product-driven campaigns. Developing a measurable, repeatable onboarding process that turns sales into customers. The metric of Phase 4 is the metric that means money — customer lifetime value (CLV). Market introduction.

B2B 126

B2B Prospecting Gaming Campaign 126

SaaStr

NOVEMBER 16, 2023

Dear SaaStr: Should We Drop Customers That Complain Too Much? One thing most SaaS companies get wrong in customer success is they don’t spend enough time surfacing customers that are truly at risk, but aren’t complaining. The post Dear SaaStr: Should We Drop Customers That Complain Too Much?

Customers 97

Customers Product 97

SaaStr

MARCH 20, 2024

At SaaStr Miami, former Founder’s Fund Partner and CRO of Brex Sam Blond — host of the SaaStr CRO Confidential Podcast — sat down with SaaStr CEO and founder Jason Lemkin for a fireside chat about finding success as a SaaS company in 2024. You have to find someone willing to visit customers in person and sell themselves.

Quota 111

Quota Finance Drivers/motivators GTM 111

PandaDoc

MAY 8, 2024

Key takeaways With its specific business needs, budget restrictions, and customization requirements, the sales landscape for small- and medium-sized businesses requires a different strategy than enterprise and B2C sales. In 2026, SaaS spending by SMBs is projected to reach $291 billion , constituting 63% of total global spendings.

Objectives and Key Results 52

Objectives and Key Results B2C Legal Government 52

SaaStr

NOVEMBER 28, 2022

These two departments are a SaaS company’s most important; without their alignment, there is no growth or scale. Prakash Raina, Co-Founder of Subskribe, and Leslie Hui, VP of Accounting Operations and Finance Transformation at Okta, break down the secrets to unifying SaaS teams, processes, and systems. The evolution of SaaS business.

Finance 87

Finance GTM Government Territory 87

SaaStr

JANUARY 11, 2023

So there’s a quiet SaaS success story you probably don’t know much about, but can learn a lot from. Profitable and capital-efficient is back in fashion: (Still, I’d argue it should be worth much more with these metrics, especially given that it has $212m in cash on its balance sheet). It’s Docebo.

Contract 138

Contract Price Growth Service 138

Veloxy

JUNE 23, 2021

When it comes to B2B, SaaS, and other technology companies that prefer a centralized team, inside sales is the more popular model. That’s because it’s more cost effective and measurable with a bigger set of metrics. If your product or service is a high priced solution that includes customization, then outside sales will work perfectly.

Inside sales 232

Inside sales CRM Sales Pipeline 232

SaaStr

SEPTEMBER 13, 2023

Founder and General Partner of Craft Ventures, David Sacks, shares his perspective on what to expect from SaaS in 2024. Can you raise a Series A if you’re not “AI SaaS?” Can You Raise A Series A If You’re Not AI SaaS? So, can you raise a Series A if you’re not “AI SaaS?” Is everything going to be focused on AI?

Finance 96

Finance Up-sell Contract B2B 96

SaaStr

NOVEMBER 8, 2021

Relative to any other sector, the SaaS industry is uniquely transparent. In my opinion, the most informative and useful SaaS content “speaks for itself” and is well suited for future reference. The favorable consumption-based pricing metrics on this Battery slide speak for themselves. Full Session YouTube.

GTM 130

GTM Price Growth Product 130

Search Engine Land

FEBRUARY 14, 2024

Online shopping is a dynamic experience for customers, sparked by the awareness of a specific need or desire. As explored in “Mapping the customer journey for SEO and marketing success,” understanding your customers’ purchase path is vital. What is a customer journey map for ecommerce?

Customers 116

Customers User Experience Referrals B2B 116

SaaStr

JANUARY 5, 2024

Getting Outbound off the Ground in the Early Days Whatever stage your company is in, you can map wherever you are to outbound and use this article to either create, scale up or improve your outbound SaaS sales. You have to figure out why they want to be in sales and use those buckets to find a successful SDR.

Quota 109

Quota Commission Networking Drivers/motivators 109

SaaStr

JUNE 17, 2023

In the ever-evolving landscape of SaaS, Venture Capital, Bootstrapping, and Valuations – understanding market trends and investment patterns is critical. We’ll also examine how public markets currently influence the SaaS industry and unpack the elevated CIOs’ role in budgeting for SaaS products.

Growth 95

Growth E-commerce Profit margin Strategize 95

SaaStr

NOVEMBER 12, 2022

I’ve had the privilege to invest one way or another in about 35 SaaS companies, both as a VC and as angel. They understand why they got “No”s in the early, pre-traction days, and even, in the early-ish days when they had a handful of customers but wasn’t really taking off yet (my favorite time to invest).

Networking 136

Networking Growth Price Engineering 136

SaaStr

APRIL 28, 2022

Our second SaaS blog post ever, in 2012 (updated after) was “Want to Understand SaaS? And we religiously track the NRR of all public cloud and SaaS leaders in our 5 Interesting Learning series. High NRR is the key to the magic in SaaS. They are the laziest ICs in SaaS. Lost a few customers?

Customers 92

Customers Growth Engineering Start-ups 92