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 […]
In sales “Land and expand” usually refers to a strategy to land a customer with a small deal, and then sell into the organization to expand your footprint to more seats, additional departments or more products & services. Nowhere does this make more sense than in SaaS. In a typical low-touch SaaS “sale,” an individual […]
Don’t throw in the towel too early when a customer wants to cancel. Every good customer is worth an all-out effort to save their business. Here’s how.
In the early days, the higher priced, enterprise SaaS companies tended to require annual, or at least quarterly, payments. But SaaS that targeted the SMB, or that was at a lower price point, offered monthly subscription payments as the norm. This approach to billing has shifted in the past year or two. SaaS companies at all […]
Too often salespeople glaze over important concepts during the sales process that leads to missed expectations during SaaS onboarding and product adoption. Managing buyer expectations can be the first key to increasing SaaS customer churn.
Some SaaS companies start by selling to the SMB market and evolve to sell to the enterprise at some point. Often this move is a planned strategy. And other times, it’s more accidental. Enterprise customers actually lead you there. You’re targeting small and mid-sized businesses and suddenly you notice that you have some Fortune 1,000 […]
Yes, it’s the other “s” word — services. SaaS services are frowned upon by many institutional folks and usually valued far lower than subscription revenue. Even recurring services revenue finds itself way down the valuation curve. In some cases, this disdain for services may be warranted. In others, it’s misplaced. The irony is that the […]
Can you win back a churned SaaS customer? If they fit your ideal customer profile and had a real business need for your product, then YES. You can absolutely win back a churned customer. In fact, you should always be thinking about how to win back a churned customer. SaaS is a fickle game. And […]
Obviously, you don’t want customers to ever get to the brink of cancellation. I’ll dive into the ways to avoid that in another article. This is what you need to do when you are faced with a customer who is about to cancel, or—even worse—has already canceled. My mantra when it comes to customer cancellations […]
For a SaaS company, customer retention is everything. Externally, the entire market value of your company rests on your ability to retain your customers. And internally, churning through customers is a slow downward spiral of exhaustion, which indicates something is wrong with your product, onboarding/support resources or market fit.