Optimize Your Customer Retention

During our 30 minute discussion, we’ll use StatusQuota’s 26-point assessment to identify gaps in your customer retention strategy and where you should focus your to drive the biggest gains in churn reduction.

Churn Prediction Done Right

The world is full of uncertainty. It is hard to make decisions when hundreds of factors determine success or failure. So it's no surprise that humans have sought the aid of fortune tellers for thousands of years.   The Ancient Romans relied on augurs. These were...

Want A Better Buyer Persona? Quantify It With Churn.

Your business will fail if it doesn't understand its customers.   This should not come as a shock. New upstarts displace previous market leaders by serving customer needs better. We have all experienced several disruptions in our own lifetimes. Netflix killed...

Stop Hiding Churn With Upsells

What is the best way to measure churn?   Some people will tell you to go with net dollar churn. Their logic is simple. Net dollar churn captures both revenue losses and gains among your existing customers. You shouldn't ignore the impact of upsells, cross-sells, and...

SaaS Discounts Increase Your Churn

Discounts are one of the most powerful tools in a sales team's arsenal. But way too many companies are using them wrong.   Excessive discounting causes a ton of damage to growing SaaS businesses. The most obvious impact is losing potential revenue. While that does...

5 Business Model Innovations That Lower Churn

Innovation is the only constant in the tech industry. The subscription business model has totally transformed how software companies operate. A great example of this is the rise of Customer Success as a critical function within every SaaS team. Here's a brief history....

Six Tactics for Fast Churn Reduction

Good things come to those who wait. Few companies have crazy growth and overnight success of tech darlings like Dropbox. For most, customer growth is a slow & steady process.   Reducing customer churn often requires similar kind of patience. It can take months to make...

Churn Reduction Fails Without Sales Onboard

Customer success teams are vital for keeping churn low. But if the sales team isn't involved in improving customer retention, your company is doomed to fail.   A customer-centered culture cannot and should not be isolated to one team. Everyone in the business must be...

Are Customer Retention Benchmarks Increasing Your Churn?

Competition is an unavoidable part of life. As people, we are constantly being evaluated and “sized up” by the competition. This isn’t limited to sports - our personal & professional lives are subject to the same scrutiny. Performance reviews in the office. Parents...

Customer Retention is Growth’s Special Sauce

Every SaaS business is focused on growth. The equation is simple: get more customers, win more revenue, raise another round. Rinse and repeat. But this focus on topline revenue blinds companies to an important reality. Customer retention revenue is MUCH more important...

Churn: What You Need To Know To Keep It Under Control

The concept of churn is simple. At its core, it is the number of customers who leave your service over a certain period of time. Churn is one of the most important metrics, if not the most important one, that SaaS business track. After all, it has been proven time...

Your Customer Retention Strategy Isn’t Good Enough

Everyone knows that it is cheaper to retain a customer than acquire a new one.   VCs, entrepreneurs, and executives have hammered home this point in blog posts, articles, books, speeches, you name it. And nearly every SaaS company now has a customer success team that...

The Biggest Growth Mistake You Don’t Know You’re Making

Little things can make a big difference—especially if you’re in the SaaS business. But, it appears many customer success and growth leads have forgotten about this basic truth.   More often than not, when I speak to whoever is running growth at a startup, I tend to...

Use Online Software Reviews? You’re Doing It Wrong

Online reviews are a quick and easy way to get a sense of how companies similar to your own have experienced different software and services. Choosing a winner should be really simple - just look for the solution with the highest average rating and start digging into...

The Magic of Negative Churn

Let’s face it - customer churn is a reality for subscription businesses. Even with great product, amazing support, and top-notch training, some customers are just going to leave. Budgets dry up, companies go out of business, your internal champion moves to a new role,...

This Is Why They Churn: HubSpot

Welcome to This Is Why They Churn! In this series, I’ll dive into product reviews and do website teardowns for B2B software companies to identify customer churn risks & renewal strategies.   Today I’m going to focus on HubSpot - the makers of marketing automation &...

Your Sales Forecast Sucks – Use Neurohacks To Fix That

Struggling with a bad sales forecast? That’s not surprising. According to one survey, nearly 59% of sales forecasts are wrong.   Inaccurate sales forecasts are deadly for growing companies. Failing to hit the number causes people to lose their jobs. Dealing with...

Your Marketing Attribution Model Isn’t Good Enough

Marketing attribution models will lie to you. A lot. Sometimes the lies are flattering. Who doesn’t want to hear that their brilliant email campaign is responsible for millions of dollars of new pipeline? But the lies always hurt the business. Companies that don’t...

Revenue Operations: 3 Roles You Need on the Team

Welcome to part 3 of our series introducing revenue operations. In part 1, we introduced the history of revenue operations. In part 2, we showed how revenue ops drives success in high growth B2B companies. If you missed those articles, I encourage you to check them...

Revenue Operations: 5 Reasons Why It Matters

This is the second article in our series on revenue operations and its importance for fast growth tech companies. In Part 1, we defined revenue operations and what it does within a B2B organization. Today, we’ll shift our focus to the reasons why revenue operations...

Revenue Operations: Evolving from the CRO

Revenue operations is quickly becoming a key competitive advantage within high growth B2B companies. This article will describe the rise of revenue operations and what it means for companies today. The Rise of the Chief Revenue Officer Just a few years ago, the chief...

Increasing CLV Using Automated Emails

Email automation is your best friend when it comes to increasing customer lifetime value (CLV). What is an automated email? It’s a single email or series of emails that are triggered to send based on customer actions. You set the emails up and then let them run in the...