Partners in Excellence

AUGUST 10, 2020

We know our solutions have to create value for our customers. The challenge, however, is making sure that value we create is important to our customers. We compete on the basis of price, too often making sure our price is less than those of the competition. But the customer may choose to do nothing.

Customers 122

Customers X-functional Price Presentation 122

SaaStr

AUGUST 15, 2020

Customers bought because they thought their organizations needed this functionality, and so they wrote the checks for Year 1, and even Year 2. But the end-user usage just never appeared … In SaaS, it actually takes until Year 3 for your customers to churn out from low engagement / low usage. Year 3 – hmmm.

Customers 135

Customers X-functional Price Launch 135

Sales Hacker

MAY 7, 2025

The GTM Podcast is available on any major directory, including: Apple Podcasts Spotify YouTube Marcy Campbell is the Chief Revenue Officer at AppFolio, where she leads sales and client services with a focus on delivering unified, end-to-end customer experiences. Why customer experience is a competitive differentiator in vertical SaaS.

GTM 78

GTM Engineering Customers Cross-sell 78

RingDNA

MAY 16, 2025

Upselling is about moving a customer to a higher-tier option. Cross-sells can occur during the sales process or later in the customer lifecycle, especially when new needs are uncovered. Both strategies can grow revenue, but the best results come when they are rooted in customer success. Reps should lead with value, not volume.

Cross-sell 62

Cross-sell Sell X-functional CRM 62

Partners in Excellence

MARCH 31, 2021

All are premium priced and have the brand image of the most expensive, prestigious brands in the world. They sell low priced products, typically around $1 (Though I have seen products at the outrageous price of $7). They want to be “America’s General Store, offering consumers everyday low prices.”

Price 91

Price X-functional Retail Promote 91

Sales Hacker

MAY 7, 2025

The GTM Podcast is available on any major directory, including: Apple Podcasts Spotify YouTube Marcy Campbell is the Chief Revenue Officer at AppFolio, where she leads sales and client services with a focus on delivering unified, end-to-end customer experiences. Why customer experience is a competitive differentiator in vertical SaaS.

GTM 66

GTM Engineering Customers Cross-sell 66

ConversionXL

JULY 28, 2020

In other words: Behavior = motivation x ability x prompt. How do our customers make the decisions they do? Nudges are small, but they can have a big impact on conversions, sign-ups, revenue, and customer loyalty. Price anchoring is a sure-fire nudge to drive online behavior. Image source ). What is nudge marketing?

X-functional 163

X-functional Drivers/motivators Retail Price 163

Partners in Excellence

DECEMBER 19, 2023

“We have these features and functions, no other alternative has those… ” Each of us would be presenting our unique list, thinking those would have an impact on our customers. Any of the alternatives customers consider will help them address their problem. We aren’t helping them succeed.

X-functional 144

X-functional Price Presentation Product 144

Partners in Excellence

JULY 9, 2021

What if the price is the price period? ” From a customer point of view, things would be much simpler. No more wondering, “If they are offering this now, that might mean I could get something better later… ” The customer would be clear that they and everyone else is getting the same deal.

X-functional 117

X-functional Price Sell Promote 117

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

Sales Hacker

DECEMBER 17, 2024

Building ‘opinionated products’ and the importance of customer intimacy Lessons learned from scaling Twitter’s ad business from zero to $650 million in three years. Highlights: (5:22) The power of customer intimacy in product development. (15:41) 15:41) Scaling Twitter’s ad business and managing hyper-growth. (26:54)

GTM 97

GTM Engineering Electricity X-functional 97

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 98

Price Launch X-functional Contract 98

Partners in Excellence

AUGUST 7, 2023

And finally, they rush to discount when I raise my obligatory objection to the pricing. They are taught to say things like: “We improve productivity by X%,” but when challenged what that means and what the customer is likely to experience, they struggle.

X-functional 118

X-functional Pitch Price Customers 118

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 86

Price Retail X-functional Healthcare 86

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. Here’s a simple example to begin with that covers the SDR, AE and Customer Success Manager (CSM) functions: Table 1.

SQL 110

SQL Commission Customers Non-Profits 110

ConversionXL

OCTOBER 13, 2015

Customers acquired by direct mail. Total Customers. Average Revenue Per Customer. It’s hard to tell if things are getting better or worse for new customers vs old customers, because you’re lumping them all together in the data. Are free trial users who submit support tickets more likely to convert to customers?

Conversion 116

Conversion A/B testing X-functional Drivers/motivators 116

SaaStr

APRIL 2, 2023

Mistake: On the other hand… not betting on the team that got me there “Everything will be fine once we get a new head of [X]” -every startup CEO ever (also me, frequently) When you launch a company, the initial team is usually whoever you can get. For this one deal, we just need to do X. Invest in back-office systems early.

X-functional 131

X-functional Clients Growth Start-ups 131

SaaStr

JULY 20, 2024

Secureframe has everyone on their customer success team calculate their book of business by hand to see their net revenue retention, so that they truly understand what goes into the calculation, what impacts it, and how they can better take action on it. Those three folks were responsible for closing the first ten customers.

GTM 119

GTM X-functional Engineering Referrals 119

Hubspot

FEBRUARY 24, 2012

Although you wouldn't know it after a particularly poor customer service interaction (we've all been there), most organizations really are invested in keeping customers happy. It costs about 5 times more to acquire a new customer than it does to generate new business from an existing customer.

B2B 77

B2B Customers Education X-functional 77

ConversionXL

MARCH 13, 2019

But if your B2B ecommerce site differs on any of those elements—high prices, large quantities, or a need to serve B2C and B2B buyers—things change. B2B customers usually go after small market segments. B2B buyers spend an average of $491 per order , compared to $147 for B2C customers. So what changes? And what works best?

B2B 130

B2B B2C Retail X-functional 130

ConversionXL

JULY 6, 2021

But a higher CPC can be prohibitive for smaller businesses and lower-priced products and services. Take Zendesk, a customer service SaaS business, that offers plans starting at $49/user/month. With a growing customer base of 170,000 businesses , their recurring monthly revenue model means that they can quickly make back ad spend. .

CTR 129

CTR X-functional Campaign Price 129

Sales Hacker

APRIL 10, 2018

How to map your GTM strategy to different customer segments. How to Segment B2B Your Customers. When we map the number of deals committed against a listed price (ACV), you will notice deals starting to segment around discount levels. Distribution of B2B deals as a function of price (a product of discount and list price).

Go To Market 92

Go To Market GTM X-functional Territory 92

Martech

MARCH 21, 2023

Why your tech stack ROI is worse than it should be In the last three years, my company has conducted over 500 calls with HubSpot customers about their platform setup, spend and optimization. To keep up, you must continually read product updates, beta launches and more to learn how your tech stack functionality is expanding.

X-functional 109

X-functional Negotiate Contract Technology 109

Hubspot

APRIL 22, 2020

Every company has a product or offering that performs better with customers than others. Whether it’s an athletic apparel company that has one style of legging that outsells the rest, or a car manufacturer that has a specific model their customers flock to. Profit = Retail Price — Cost of Goods Sold. Sales Mix Formula.

Profit margin 80

Profit margin X-functional Retail Price 80

Sales Hacker

MARCH 25, 2025

Why traditional SaaS pricing models (like per-seat) dont work in the agent era. 25:15 Why legacy SaaS pricing models dont work for agentsand what comes next. 51:42 Why agentic AI makes customer relationships and long-term value even more critical. How enterprise teams are already deploying autonomous agents in production.

GTM 65

GTM X-functional Start-ups Relationship building 65

Capterra Sales & Marketing Software

FEBRUARY 24, 2021

The name change and rebranding denotes the company’s expanded outlook on surveys as part of a larger voice of the customer strategy. Google Forms offers limited design customization options and few templates, but a fairly robust suite of question types and response parameters (e.g., Alchemer does a great job pulling an overall report.

X-functional 116

X-functional CRM Networking Price 116

Hubspot

SEPTEMBER 2, 2020

Take, for instance, a product pricing landing page that gives incorrect information (or, hides the price entirely … ). Alternatively, consider a social media advertisement that claims a product will do X, Y, and Z — but then, when you order it, you find it can only do X.

X-functional 101

X-functional Non-Profits Promote Trust 101

Search Engine Land

DECEMBER 28, 2023

Google stirred things up by shaking cushions and discreetly adjusting ad prices, and the entire industry faced a major shift with the sunset of Universal Analytics, forcing everyone to transition to Google Analytics 4. New Google Analytics custom channel groups on March 15. New item-scoped custom dimensions for GA4 on March 17.

Retail 116

Retail X-functional Launch Non-Profits 116

Hubspot

JUNE 13, 2018

Rather than twisting their customers’ arms, they need to build value, identify needs, and ultimately, serve as a trusted advisor. Customer Needs in the Major Sale. Explicit needs are specific features or functions. Practice them with smaller accounts or existing customers first. Do you have a strategy in place for X?

Sell 101

Sell X-functional Objectives and Key Results Up-sell 101

SaaStr

FEBRUARY 2, 2022

Product-led growth has built a name for itself through its deep toolbox of effective tactics, from free trials to low prices to an inherent vitality — all of which can build a strong foundation for a versatile company. Salesforce is very much customer-led, founder-led, and sales-led — suffice to say, not an exemplar of PLG.

Growth 113

Growth Product GTM X-functional 113

SaaStr

DECEMBER 6, 2023

Their co-founder, Dylan Smith, handles many functions of the business, like finance. The other part of the business Aaron needs help with is the GTM operation — customer success, marketing, all of the international global operations, sales, and consulting. Then, only a certain percentage of customers are using it.

X-functional 114

X-functional Non-Profits GTM Price 114

ConversionXL

AUGUST 5, 2021

App automation can remove bottlenecks, save time and money, help you provide a better customer experience, and improve internal collaboration. We’ll also explore examples to apply across the customer journey and tools you can experiment with and invest in today. Start by mapping the customer journey before your automation workflows.

CRM 143

CRM Contact Consult X-functional 143

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 percentage of repeat customers.

Commission 101

Commission Quota X-functional Non-Profits 101

Hubspot

FEBRUARY 26, 2025

Benefits of Revenue Forecasting As a primary function of financial planning, revenue forecasting helps companies set budgets, create P&L statements, and determine pricing. Revenue forecasting also contributes to other key business functions, including: Sales. Best for : Determining your pricing strategy.

X-functional 59

X-functional Finance Growth Price 59

ConversionXL

JUNE 30, 2019

Knowing what the competitors are doing—how they’re thinking about the market, which tactics they’re using, how they’re crafting messages and design—can make all the difference in the battle for customers. Companies do it for a wide variety of reasons—SEO, branding, go-to-market strategy, pricing, etc.—and

UX 126

UX X-functional A/B testing User Experience 126

SaaStr

FEBRUARY 14, 2021

A customer base made up of Very Small Businesses and individual business purchasers in slightly larger companies. The key is a combination of (x) churn and (y) value. There are exceptions.) So t hat means maybe your customer lasts 8-10 months , maybe a bit longer but not too much. a month at best, to 3.5%

Service 104

Service X-functional Start-ups Up-sell 104

The 5% Institute

FEBRUARY 13, 2020

People, Process, Product – 3 x Words To Succeed. This is a methodology used to streamline a business’s functions, by saving potential wasted cost, enhancing profits, and creating a better experience for both your staff and clients/ customers. Where Does The People, Process, Product Methodology Come From? Qualifying.

Process 98

Process Product X-functional Objectives and Key Results 98