As we gear up for SaaStr Europa 2023 in London on 6-7 June and SaaStr Annual 2023 in the SF Bay Area on 6-7 September, we wanted to take a look back at some of our most iconic speakers and sessions from over the year, that we can still learn from today. Today, Datadog...
And, the one thing better than exceptional support, is exceptional support that's included free in your subscription. Not many people know this, but that's a secret HubSpot moat. Something the big, enterprise players can't afford to do because they make...
As we gear up for SaaStr Europa 2023 in London on 6-7 June and SaaStr Annual 2023 in the SF Bay Area on 6-7 September, we wanted to take a look back at some of our most iconic speakers and sessions from over the year, that we can still learn from today. Back at the...
A ways back on SaaStr, we wrote an important post on your customer success leaders — The 5+2 Rule. That every member of your CS team needs to visit 5 customers in person a month — and be issued 2 customer badges a year (because they visit in-person so...
Did you know that 80% of customers say that the experience a company provides is as important as the products and services that it offers? As a growing company, building strong partnerships with strategic customers can quickly become one of your biggest assets. In...
There’s a lot to talk about in customer success about churn, and about upsells. Together, they are one of the most critical topics in recurring revenue business models. To all that, I wanted to add one very tactical insight: of the 1000s of customers we closed...
To expand using a bottom-up model, SaaS businesses need to create a more delightful experience for every user. These experiences don’t just happen when customers unlock your product’s value without jumping through several hoops. The opportunity to delight goes beyond...
While the allure of customer acquisition can pull a founder’s attention, it’s equally important to dedicate resources to fighting churn and expanding revenue from existing customers. One company that has unlocked the secret to solid retention and revenue expansion is...
And if you don't know the way? Go on a listening tour Go talk to 100 of your customers, at least 20 in person They always have some good ideas Build the best one or two — Jason ✨Be Kind✨ Lemkin (@jasonlk) January 25, 2023 There may come a time, or two, in...
Dear SaaStr: What Do You Do With Churned Customers? You put them into a Get Them Back bucket and re-market to them with a dedicated program. And you have sales especially follow-up twice. Once in about 90 days, to see if they might want to come back —...
Dear SaaStr: What Were Aspects of Your Startup That Were Easier Than Anticipated? The part I didn’t originally get as a first-time SaaS founder was how relatively easy it is to grow exising accounts and account size if your customers are happy. 120% NRR: Your revenue...
I was sent an NPS survey from a vendor we pay $100k to I gave honest, tough, rough feedback I got an automated response back from the VP of CS and a price increase#CSin2023 — Jason ✨Be Kind✨ Lemkin (@jasonlk) May 27, 2023 So I’ve written a bit about a...
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....
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 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...
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