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Q: What are your thoughts on offshore customer support? There are certainly cons to traditional “offshore” support vs. highly trained support that works right inside your company. But I’d think…
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Gorgias recently did a very interesting deep dive on its 6,000+ customers for its help desk and contact center solution. Gorgias is 100% focused on e-commerce vendors, and not SaaS…
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It’s always your job to inspire the team. But, even more so once the team grows just large enough (20+?) that you don’t actually have to do everything yourself anymore….
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We’re gearing up now for the 2021 edition of SaaStr Enterprise May 26-27!! 2020 brought the CEOs and CXOs of Box, PagerDuty, Twilio, Coupa, Salesforce Digital, Adobe, VMWare and more together for…
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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…
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So on New Year’s Eve Dec 31, 2019, we launched the Free SaaStr University. The idea was to take some of the classic SaaStr lessons, update the content, add great…
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Q: What core SaaS metrics should we obsess about? Beyond MRR growth + managing the burn rate — which really are all that matters … you should obsess over improving…
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Q: What are some best practices to minimize employee turnover? A few thoughts: Hire great VPs that folks love to work for. This is how you scale. Hire VPs whose…
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A great VP doesn’t make the plan every single month But a great VP never hides the facts or allocates blame when they miss it — Jason ✨BeKind✨ Lemkin ⚫️…
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Joe Thomas, CEO of Loom, shares how a focus on user experience helped Loom build its flywheel and grow to 10 million users without paid marketing.

The 4 things that matter most are things that it’s often hard to take too seriously in the early days. Culture? Yes, there’s nothing more important. But in the early…
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Salesforce Growth: 2021 $20.8B Guidance2020 $17.1B 2019 $13.2B2018 $10.5B2017 $8.4B2016 $6.7B2015 $5.4B2014 $4.1B Thank you Ohana! ❤️ — Marc Benioff (@Benioff) August 25, 2020 If you haven’t done a SaaS…
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So for 5+ years we’ve had a very specific set of speaker guidelines at SaaStr Annual and related events. We’ve had a majority of women speakers since 2017, and aim…
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The founder of Squarespace still owns 36% of the company What is 36% of $15 Billion, anyone know?#founderpower — Jason ✨BeKind✨ Lemkin ⚫️ (@jasonlk) April 16, 2021 Not too long…
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I’m worried. You don’t need a CMO. At least, not yet. Let’s roughly break up what “marketing” means at different stages of a SaaS company: $0-$1m ARR. Marketing = Growth…
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