With SaaS company culture as an important competitive edge for recruiting and retaining the best employees, you have to consider how difficult employees impact the team. When those difficult employees are top performers, the decision to let them go can be agonizing. Here’s a simple answer.
The Customer Success Team Can’t be Responsible for SaaS Customer Churn
There, I said it. As a SaaS founder who led sales, customer success, product support, and professional services, I fully believed every customer retention issue was squarely on my shoulders. And every customer retention win was because of the product. I LOVED our product and the value it brought to our enterprise customers. I passionately […]
The Daily SaaS Sales Management Metrics
Here’s a quick overview of the most essential SaaS sales management metrics to track and surface to your team.
Goodbye Married2Growth, Hello SaaSX.
You may have noticed something has changed around here. This week Married2Growth.com became SaaSX.com. Literally overnight. New name, new logo, new tagline, and new horizons. Same great content, only better. When we launched Married2Growth earlier this year, it was simply a place for us to write about our experience running, growing and exiting our bootstrapped […]
Calculate your SaaS Magic Number
An important SaaS metric that many operators overlook is the SaaS “Magic Number”, sales efficiency. This number will help you know how sustainable and capital-efficiency your sales and marketing is. Here’s how to calculate it.
SaaS Startup Hiring Mistakes, and How to Avoid Them
Hiring mistakes are inevitable, especially when you are scaling fast and trying to fill many open positions at once. Here are a few of the most common startup hiring mistakes I’ve seen and some thoughts on how to avoid them. Hiring people who aren’t passionate about your category and/or SaaS. When SaaS was just getting […]
Fighting Customer Churn with Hand-to-Hand Combat
A story in pictures. Justin and I have been at Silicon Y’all all week, and yesterday I presented a 20-minute TED Talk-style session, “Fighting Churn with Hand-to-Hand Combat, A Story About Not Giving Up Even When You Think You’ve Tried Everything.” I’ll come back to customer churn in a moment. First, let me rave about the […]
The 4 Legs of Your SaaS Bench
Product, marketing, sales, customer success. All four legs of your SaaS bench are necessary and have to function together as a single unit. When something isn’t working, don’t look at one area myopically, look at all four together.
Customer Onboarding Starts in the Sales Process.
The concept of “onboarding starting in the sales process” only truly applies to a SaaS company that has a sales team, and a product that requires an onboarding process. Many SaaS products are “sign and go,” and there is no setup or formal training needed. Think: Slack, DropBox, etc. Those types of SaaS tools are […]
Should You Let Customers Pause a SaaS Subscription?
What happens if a customer asks to pause their subscription? It’s something founders and executives don’t normally think about as they plan their SaaS pricing, packaging, terms & conditions, and cancellation processes. A request to pause a customer’s subscription is a bummer, of course. It’s a ding to your MRR, and who even knows how to […]
