What Bootstrapped Companies Do Better than VC-Backed Ones with Paddle Chief Strategy Officer Patrick Campbell and Senior Product Manager Allissa Chan (Video)
Startups often begin with a bootstrapping phase with little to no outside investment. Many, however, will eventually switch to the externally funded phase because bootstrapping isn’t for every business. Some startups need constant cash infusions to achieve growth....
How to Scale a Platform and Ecosystem to $10B with Atlassian CRO Cameron Deatsch (Pod 611 + Video)
Scale-ups are exciting. They demonstrate spectacular growth and expansion while revolutionizing and disrupting industries with new business models. Scaling to satisfy customers’ demands depends on innovation and foresight combined with enterprise-ready...
Dear SaaStr: Should I Start My SaaS App Off As Totally Free?
Dear SaaStr: Should I Start My SaaS App Off Totally Free? Almost always — no matter how freemium you want to go in SaaS, you should at least have a paid edition on Day 1. Even if you are going pure freemium. My top 50 biggest mistakes include not charging at all for...
The Earlier, the Better: How Customer Success Compounds Your Growth with ChurnZero Chief Customer Officer Alli Tiscornia (Video)
If you’re only investing in sales and marketing, you’re missing a huge revenue opportunity. Customer Success isn’t just for established leaders; it also helps growth-stage companies compound their growth through retention, upsell and expansion. ChurnZero Chief...
Scaling Customer Success in 2022 From Series A to IPO with Snyk io, Vanta, Crane, and Hook (Video)
Rav Dhaliwal, Investor and Venture Partner at Crane Ventures, Lindsey Serafin, VP of Customer Success at Snyk.io, and Caitlin Sullivan, Director of Customer Success at Vanta, discuss what customer success is, who owns it, what customer metrics you should look at, and what you need to focus on if you want to scale digital customer success. Hook Founder & CEO Firaas Rashid moderated the session.
Don’t Settle for Less Than 100% NRR from SMBs (Updated)
120% NRR: Your revenue doubles in 5 years even with no new customers 110% NRR: Your revenue doubles in 8 years even with no new customers 100% NRR: Your revenue stays the same with no new customers — Jason ✨Be Kind✨ Lemkin (@jasonlk) April 20, 2021 As part of...
Dear SaaStr: How Do You Handle Customers Upset About an Autorenewal?
Dear SaaStr: How do you handle B2B customers who want a refund on an annual subscription because they didn’t realize that their credit card would get charged again a year later? Yes, autorenewals likely are in your T&Cs. And yes, if your customer keeps...
Don’t Fire Your “Worst” Customers. Hire Them a Psychiatrist Instead.
Customers that complain still care You haven't truly lost them until they stop — Jason ✨2022 SaaStr Annual Sep 13-15 ✨ Lemkin (@jasonlk) September 3, 2021 There’s a lot of Internet advice that makes a lot of sense, but not necessarily in SaaS....
14 Things You Can Do Right Now to Be More Customer-Centric
One thing that always works is being more customer-centric. It’s something you can do right now, even with no extra leads, no more budget, no amazing VP of Sales. You can do it with the team you already have. And it works even better if you are going through a...
The 1 Simple Test to Know if You’ve Actually Hired a Real VP of Product or Customer Success … Or Not
I remember the first time I had a “head of product” in SaaS. I’d known him for many years, and knew he was great … but didn’t really know what help he could give us. I just knew we needed help around $2m-$3m so I asked him to help. I...
What To Do When a Customer Doesn’t Pay? Let it Go and Move On.
Dear SaaStr: “Something I’ve noticed as the economy has gotten tighter, big enterprise customers seem to think when they get their budgets cut that it’s okay to simply call the vendor and say yes that multiyear contract we signed? We can’t...
Big Companies Don’t Churn. They Quit You.
“Churn” is a term we all use in SaaS as a core metric, but its roots, as near as I remember and can tell, come from our B2C colleagues. Folks churn out of their Verizon plan, their Netflix subscription, etc. In a low-end subscription model for a tool, not...
A Look Back: “Scaling Outside Silicon Valley: Going from $0 to $60M ARR in 4 Years with Eric Rea, CEO of Podium” (Video + Transcript)
In the run up to SaaStr Europa 2022 in Barcelona on June 7-8, we’re taking a look at some of the top all-time SaaStr Europa sessions. In 2019, Eric Rea, CEO of Podium, joined us to share how he grew the company he launched from his spare bedroom into one of the...
Why NRR is Probably The Wrong Core Metric for Your Customer Success Team
Ok, this may seem like an odd post on SaaStr. We’ve talked for 10 years about the power of compounding, recurring revenue. Even back when it wasn’t really understood well. Our second SaaS blog post ever, in 2012 (updated after) was “Want to...
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