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
"In this age of endless Zooms, good things just happen in sales when you go on-site. And you just >have< to learn the customer, the product, the industry to win in sales. The best way to do it is to go spend time with customers. In person." —...
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....
Integrate With Your Competitors. It’s not only OK. It’s Better.
Secret trick so many founders resist: * Integrate with your competitors* Open your API to your competitors* Make it easy for your customers buy both you and a competitor together If you are truly valuable, you win here If you aren’t, you are going to lose anyway...
SaaStr Podcast 431: The Playbook to Boosting Net Retention Quickly with Terminus
Tim Kopp, CEO and executive chairman of Terminus shares how net retention revenue fueled their growth and recent series C funding.
Why I Usually (Not Always) Prefer Customer Success to Report to the CEO
Ah, who should Customer Success report to? It’s not super simple. There are generally 3 options in the early and middle days: CEO VP of Sales (once you have one) VP of Something Else. Finance sometimes. Product on occasion. Other “business” co-founder. There are clear...
SaaStr Podcast #428: How to Execute a Winning Self-Service Strategy with Wix Answers
Naomi Rozenfeld, VP of Revenue at Wix Answers shares how to execute a winning self-service strategy, including when to launch, cross-functional implications, and how to find the right balance between self-service and customer support.
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