Ford, Net Dollar Retention, and Bringing Objectivity to Revenue Growth
Unlike words, numbers are absolute. But only if you choose the right ones in the first place. Here’s why that number should be NDR.
The Role of Automation in Improving Cancellation Experiences
The late-2022 SaaS multiple compression is symptomatic of a mindset shift in the industry – that stability is, for now, more important than growth. Investors value companies based on net-dollar retention (NDR) and the Rule of 40, as rising interest rates and shrinking purchasing power put net-new sales under pressure. Moreover, new regulations from California …
Continue reading “The Role of Automation in Improving Cancellation Experiences”
The Great Middling: Hybrid Pricing Model and its Growing SaaS Relevance
Three years since subscription pricing returned to the SaaS growth folklore, the world has changed. So has its pricing trends.
Nassim Taleb, a 90s Mobile Game, and Why Payment Gateways Alone Don’t Offer Subscription Revenue Growth
The more you bulk, the harder dancing gets. Lessons on building subscription payment and revenue resilience from the most unlikely sources.
Debunking 3 Early-stage Myths Around Startup Growth
You don’t become a $100M biz by doing what other $100M businesses are doing today. You become one by doing what they did to get here.
Customer Exit Surveys: Best Practices, Questions and Types
All SaaS companies grapple with the uncomfortable reality of customer churn. If only you knew (for sure) why your customers were leaving, you’d pull out all the stops to fix the leaky bucket. A customer exit survey, a common tool to collect feedback from existing customers, can help tell you what pain points require immediate …
Continue reading “Customer Exit Surveys: Best Practices, Questions and Types”
How to Use Cancellation Surveys to Reduce Churn
Most businesses treat customer cancellation surveys as a means to collect terminal customer feedback, without realizing how important it is in supporting your retention engine at the moment of cancellation. Sure, the analytics is a great assist against possible future churn. But, there are more immediate impacts that often go undetected, and hence, underutilized. More …
Continue reading “How to Use Cancellation Surveys to Reduce Churn”
3 Cancellation Flow Examples to Reduce Customer Churn
Often, the difference between a customer with churn intent and a truly disgruntled ex-customer, is the fine thread we call the ‘cancellation flow.’ It is your Hail Mary(!), the final attempt at winning back your customer’s trust when all else – which is to say ‘their experience with your product’ – has failed. It is …
Continue reading “3 Cancellation Flow Examples to Reduce Customer Churn”
Why are customers canceling? Top reasons and how to prevent it
You’ve probably heard (or found out the hard way) how much more expensive it is to acquire a new customer than to retain an existing one. You’re also aware that churn is among the critical metrics for profitability, and customer retention is crucial to expand the lifetime revenue (LTV) of acquired customers. By some accounts, …
Continue reading “Why are customers canceling? Top reasons and how to prevent it”
Usage-based Pricing in 2023: Growth and Adoption in a Changing Landscape
What is beyond the cutting edge of usage-based pricing? How is its tomorrow different from today? All this and more from our recent study combining research from 300+ SaaS businesses, and expert insights from Sequoia, Accel, Insight, and OpenView.
The Billing Wars: Starring The Finance and Dev Teams
It was the end of the month. At a late-stage VC-backed business we currently work with, the finance and development teams locked horns in an accountability battle – a chaotic ‘Billing War.’ Spears were flung, and shields were raised. The finance team was agitated by the inaccuracies of an archaic billing system the developers had …
Continue reading “The Billing Wars: Starring The Finance and Dev Teams”