The Average Public SaaS Company has 35,000 Customers
I was recently talking with several SaaS companies that crossed certain customer count milestones. 1,000 paying customers. 5,000. 7,000 in one case. And I began to wonder: just exactly how many customers does the average public SaaS company have? The numbers make...
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.
25 Proven Ideas to Lower Churn from Brex, Sendbird, ServiceNow, GitLab and More
We put out a call on Twitter the other day for folks’ best tips on what has really lowered churn for them this year. A few of the best: “Hire more relationship managers. Customers care about relationships, and nothing replaces a human available to help...
7 Top Trends in Customer Success to Learn From, and Maybe Emulate
Nick Mehta, CEO of Customer Success leader Gainsight, recently did a short post above on his Top 7 takeaways talking with customer success leader for the first time in-person in a long time. These points are so interesting I thought I’d add a few thoughts on to...
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...
Do SMBs Need Customer Success? 100% For Sure If You Also Have Sales Involved
If a sales rep closed a deal, A customer success manager should take it over Find a way to fund both, even with SMBs — Jason ✨Be Kind✨ Lemkin (@jasonlk) June 7, 2021 An open question around smaller customers is how do you staff up Customer Success for them...
Prisoners, And Why It Doesn’t Really Matter Your App Is So Hard to Rip Out
There are two things I see SaaS entrepreneurs who are post-Traction and post-Scale say again and again: We’re So Sticky. Once we’re in, it’s so hard to rip us out. Our Churn is Basically Zero in the Enterprise. We’re doing great because No...
Maybe Every SaaS Contract Should Have An Automatic Out Clause
Lately at SaaStr, we’ve become more and more buyers of SaaS software ourselves. Our own tiny little team and organization has grown, and we have to start putting the infrastructure in place for a $20m+ business. And it’s been a vivid reminder of what I...
Why You’ll Want to Raise $100,000,000+ for Your SaaS Start-Up: The Incremental Customer
With all the SaaS companies raising big, later-stage rounds these days, seemingly every single day there’s a new unicorn and $100m+ round … you may wonder … why? I mean, just because you can raise $100m or whatever epic number, should you? Today, I...
Gorgias: Only 1.3% Of Us Actually Provide Top-Tier Customer Support
Want to win in SaaS without having to ship another feature? Upgrade your quality almost instantly? Do true 24×7 support, real-time, for real, that's great It's like Magic No 4 hour ticket turn aroundNo "go to our wiki" It's Magic .. because...
CLTV Isn’t The Whole Story. Don’t Shortchange Second-Order Revenue.
Everyone in SaaS talks about CLTV (or LTV, same thing). The lifetime value of your customer. You can see a great detailed analysis of how to calculate it here. And then, everyone goes on to calculate some metric telling you how much to spend on Sales and Marketing....
As You Scale, Most Of Your New Revenue Will Probably Come from Existing Customers
Q: Can the majority of a SaaS company’s revenues come from existing customers? Yes, especially once you are at scale. In fact, as you get bigger, it gets pretty common with bigger deals and in the enterprise. Let’s take some examples: #1. 73% of Salesforce’s...
Measure Your Churn. But What’s Even More Important is to Measure Your “Almost Churn”. 5 Tricks to Help You Here.
Churn is a paramount topic in SaaS, as we all know. If every dollar of ARR is worth $6+ in the long term, including upsells and second order revenue … then of course, by the same token, for every dollar of ARR that churns … you’re losing $6 of...
After $2m-$3m in ARR, Your Leads Should Always Be Growing. Here’s Why.
Progress in SaaS is never as linear as it looks years down the road. Everyone has rough quarters (often at least 1 in 5). And we almost all have a full Year of Hell, often during a tough transition. I certainly did (twice). More on that here: The SaaS Year of...
Founder SaaStr
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