Scaling Outside Silicon Valley: Going from $0 to $60M ARR in 4 Years with Eric Rea, CEO of $3B Podium (Video + Transcript)
Utah-based Podium is now valued at $3 billion. Small business software helps everyone from plumbers to dentists communicate with customers online. $100m+ ARR and IPO looming, CEO says https://t.co/XMFSkJncnq — Katie Roof, boosted 💉 (@Katie_Roof) November 15,...
Just Seeing High App Usage Isn’t Enough. They May Still Be Preparing to Leave.
What were the signs you missed before you lost a major customer? I remember the first time I lost a six-figure customer. It was a surprise: They used the product every day, and constantly. They had done a case study for us. In fact, they were on our homepage. They...
You’ll Lose Customers. It Hurts. But Don’t Let Them Become Angry Ex-Customers.
A little while back, I had an experience I’ve never had in 16 years of building and buying SaaS: I became That Angry Customer. Really, an Angry Ex-Customer. I don’t have time or energy to get too angry about a few bits and bytes, or a few nickels. But...
The 11 Year Customer
A little while back, I caught up with a great VP of Sales that had been using Adobe Sign / EchoSign for 11 (!) years. Her company had been acquired, and the acquirer canceled the contract, due to a feature gap in the new company’s business process stack. ...
Just Remember, We Don’t Really Need Any More SaaS Products. Then You’ll Do Far Better.
I guess in some ways SaaStr is a digest of mistakes we all make in recurring revenue businesses and how to avoid them, or at least, make fewer. There’s one important mistake folks tend to make consistently in the early days. It’s the mistake of thinking...
Should You Still Visit Your Prospects In Person? Almost Certainly
One issue we're still grappling with in SaaS: Enterprise folks wanting to work from home Some of this is OK But you gotta visit your customers in person to close, maintain and expand Big Deals — at least in most cases And especially outside of early adopters...
3 CEO Lessons in Scaling Enterprise CX with HubSpot’s CEO: SaaStr Podcast 475 and Video
The role of Chief Customer Officer only continues to rise and become an integral role for scaling in the Cloud. As Hubspot’s CEO and first Chief Customer Officer, Yamini Rangan shares her top lessons for focusing on Enterprise customer experience and the different approaches required for the Enterprise customer journey.
5 Reasons Not To Raise Prices on Existing Customers. And 3 Better Ways to Do It Anyway.
I remember the first time I tried to do the Old Price-Raise-Without-Notice tactic. We’re getting to the point in the cycle where almost every 2023 renewal from an existing vendor is a threat Got another today Told us we needed to renew for 2 years, upgrade to an...
SaaStr Podcast #429 with ProfitWell Founder & CEO Patrick Campbell: “The Current State of SaaS Companies, Subscriptions, and Retention in 2021”
Ep. #429: In this episode, ProfitWell Founder & CEO Patrick Campbell shares benchmarks from over 23,000 companies and offers a helpful framework to re-evaluate your retention strategy and increase your CLV (Customer Lifetime Value) between 10 and 60%. This...
From the Desk of Totango: How to Scale Customer Success For Growth With Totango and Zoom
Focusing on Customer Success is key to scaling. Together, the leaders of Totango and Zoom explore how to scale customer relationships for hyper scale.
SaaStr Podcast #402 with HackerOne CEO Mårten Mickos: “Customers Want Value + Simplicity: The Must Haves to Deliver”
Ep #402: Mårten Mickos, CEO of HackerOne, explains their innovative approach of packaging customer value derived from a variety of activities into an annually recurring subscription offering that delivers outstanding value to customers while simplifying the...
Dharmesh Shah of HubSpot: From Day 0 to IPO. What Went to Plan. What Most Certainly Didn’t (Video, Podcast + Transcript)
As part of the run up to 2024 SaaStr Annual in the SF Bay Area Sep 10-12, we’re taking a look back at some of our favorite classic sessions. Hubspot today is a $23B juggernaut. But of course, it wasn’t always quite that big! In 2016, Hubspot was still a...
We All Sort of Underestimate the Power of 110%+ NRR
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 ✨BeKind✨ Lemkin ⚫️ (@jasonlk) April 20, 2021 We all have...
5 Things I Did To Make My First Big Customer a Success. And 1 Key Thing I Didn’t.
Q: What did you give to your first customer of your business? Everything I could. I did 24×7 support myself. I slept with a laptop next to my bed so I could answer tickets from 11am-7am (until the team could take over). I trained their first 200 users myself....
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