To Reduce SaaS Churn, Help Your Customers 24/7

Jun 27 2019

Sometimes big questions get floated like, “What is the meaning of life?”, “What’s my passion?” or “How can we reduce our SaaS customer churn?” If you have ever dealt with customer churn, reduced customer churn, worked in customer success or run a SaaS company, you know the enormity of this question.  It takes a village to […]

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Value of Customer Lifetime Value:Customer Acquisition Cost Ratio

Jun 26 2019

This is a guest article from Founders Advisors Vice President Brad Johnson. We hope you enjoy it! LTV:CAC – What is it? Lifetime Value : Customer Acquisition Cost (LTV:CAC) is the measure of return a SaaS business is generating on its customer acquisition spend. This can be thought of as the ROIC (return on invested […]

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What Enterprise SaaS Customers Want

Apr 25 2019

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 […]

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Active SaaS, Passive SaaS, Value and Churn

Mar 19 2019

Active SaaS Product Strategy Proves Value We’ve all subscribed to passive SaaS products that may be cool, but never become indispensable. It’s likely you’ve also used at least one active SaaS product that goes out of its way to shove its value in your face. And if that active SaaS was actually valuable, then it’s likely it became indispensable in the […]

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Should You Let Customers Pause a SaaS Subscription?

Mar 14 2019

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 account […]

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Better SaaS Customer Onboarding Doesn’t Start With Process

Feb 05 2019

Whether you have a product-led SaaS or a high-touch SaaS, better onboarding doesn’t start with process it starts with vision.   Don’t get me wrong, every SaaS needs to deliver a great customer onboarding experience. And that will require a process to ensure it’s executed well. But if you want to improve how you onboard your SaaS users don’t […]

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SaaS’s Dirty Word: Services

Aug 15 2018

SaaS services are often devalued. Even recurring services are way down the valuation curve. In some cases, this disdain for services may be warranted. In others, it’s misplaced. SaaS’s dirtiest word isn’t really all that dirty. Unfortunately, the market’s reluctance to fully value services in SaaS companies can push some founders and CEOs away from […]

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