SaaS Metrics Masterclass: Key Business Metrics, Pricing Strategies and Billing Models (Video + Transcript)

Didn’t get the chance to fly out to Paris for SaaStr Europa earlier this year? Check out this session with Guillaume Princen, Head of France and Southern Europe @ Stripe, where he talks about the metrics you need to be focused on in your startup. If you don’t have the time to watch the whole session, here’s the main metrics you should be mindful of.
  1. MRR, obviously. Or maybe ARR, depending on your model.
  2. Churn. Something we all hate, but still important.

  3. Average Revenue per Customer

  4. Customer Lifetime Value (LTV)

  5. Customer Acquisition Cost (CAC)

& a few others. Also, if you didn’t attend SaaStr Europa, we’re having it again in 2019. Check out ticket prices and keep your eyes on diversity and inclusion ticket updates. Seriously, who doesn’t want a good FREE reason to fly over to Paris? Transcript Head of France and Southern Europe Continue reading "SaaS Metrics Masterclass: Key Business Metrics, Pricing Strategies and Billing Models (Video + Transcript)"

SaaStr Podcast #194: Steve Newman, Founder & CEO @ Scalyr on How Small Numbers In SaaS Can Deceive You

Steve Newman is the Founder & CEO @ Scalyr, the startup that helps your devops team solve more problems in less time with log monitoring and analysis in seconds. Steve has raised over $27.5m in funding with Scalyr from many friends of the show including Susa Ventures, Bloomberg Beta, Shasta and GV. As for Steve, prior to Scalyr, he was the Founder of Writely which was acquired by Google to become the little known, Google Docs. Before that he founded 2 prior startups, Ann Arbour Softworks (acq by Ashton-Tate) and BitCraft (acquired by Macromedia). If that was not enough, Steve also sat on the Technical Advisory Board at Box for over 3 years.    In Today’s Episode We Discuss:
  • How Steve made his way into the world of startups and SaaS over 30 years ago? What is the founding story with Scalyr and what was that a-ha moment?
Continue reading "SaaStr Podcast #194: Steve Newman, Founder & CEO @ Scalyr on How Small Numbers In SaaS Can Deceive You"

9 Things I Learned from Elastic’s S-1 (IPO Filing)

IPOs seem like a dime-a-dozen these days in B2B/SaaS/B2D, but Elastic was one I wanted to learn a bit more about.  Many of you like use Elastic and/or Algolia to power search on your sites and applications. A few interesting learnings for me at least:
  • TAM is What You Make It.  Elastic says its initial TAM for basic search was $3b in 2012, but today, as the company has expanded into analytics and adjacent spaces, their TAM is $45 billion.  Whatever it is — it’s larger now than when they started.  You have to kick things off with a decent TAM, but you can grow it later.  Almost everyone does, really.  More on that here.
  • Another Euro-U.S. Hybrid Win.  Netherlands + Mountain View.  I knew this, but a good reminder.  Today, most of us are grabbing pieces of the Bay
    Continue reading "9 Things I Learned from Elastic’s S-1 (IPO Filing)"

10 Non-Obvious Things About Scaling SaaS with David Kellogg (Annual Video + Transcript)

Filled with actionable insights and pro tips on how deliver better business metrics to the board, David Kellogg’s session on 10 non-obvious things about scaling SaaS was one of the most anticipated during Annual 2018. Want in on this awesome SaaStr content? Check out the full video and transcript below! And in case you haven’t heard, we’re building a completely immersive experience for SaaStr Annual 2019! With 3 full days of sessions, featuring over 300 speakers from the best SaaS companies around the world, SaaStr Annual will be filled with actionable thought leadership to help grow your business. Get your tickets to the SaaS show everyone will be talking about! Transcript: David Kellogg: Thank you, thanks for joining our repeat session. So we did it at 9:00, so I’ve done it once now, so you get to see the more rehearsed version. Let’s just up. So I’m Dave, Continue reading "10 Non-Obvious Things About Scaling SaaS with David Kellogg (Annual Video + Transcript)"

SaaStr Podcast #180: David Skok, GP @ Matrix Partners Shares The Right Way To Analyze Sales Rep Productivity

Welcome to Episode 180! David Skok is a serial entrepreneur turned VC at Matrix Partners. He founded four companies: Skok Systems, Corporate Software Europe, Watermark Software, and SilverStream Software and did one turnaround with Xionics. Three of the companies he founded went public and one was acquired. In 2001 David joined Matrix Partners, who had backed his last two startups, as a General Partner. David’s successful exits as an investor at Matrix include: HubSpot, JBoss, AppIQ, Tabblo, Netezza, Diligent Technologies, CloudSwitch, TribeHR, GrabCAD, OpenSpan and Enservio. David currently serves on the boards of Atomist, CloudBees, Digium, Meteor, Namely HR, Salsify, and Zaius. You can also find David’s amazing blog here! Huge thanks to Hardi Meybaum and Jason Lemkin for the intro to David today. In Today’s Episode You Will Learn:

SaaStr Podcast #179: Dave Kellogg, CEO @ Host Analytics On The Most Commonly Misunderstood SaaS Metrics

Welcome to Episode 179! Dave Kellogg is the CEO @ Host Analytics, the leader in cloud-based enterprise performance management (EPM). Previously, Dave was SVP/GM of Service Cloud at Salesforce and CEO at unstructured big data provider MarkLogic. Before that, Dave was CMO at Business Objects for nearly a decade as the company grew from $30M to over $1B. Dave has also worked in various capacities with the likes of Breeze, GainSight, Tableau and MongoDB and previously sat on the boards of ag tech leader, Granular (acq by DuPont for $300M) and big data leader Aster Data (acquired by Teradata for $325M). In Today’s Episode You Will Learn:

Participate in 2018 SDR Research

BDRs, LDRs, SDRs - whatever you call them, the metrics that drive the SDR role are always in demand.

Today, I'm excited to launch our latest research focused on Sales Development organizations. This is our seventh round of research since 2007. The key themes we'll explore include:

  • Rep profiles: experience, tenure, ramp time, career path
  • Structure: in/out/blended, headcount, territories
  • Compensation: base, OTE, regional variations
  • Quotas: average quotas, components, % attainment
  • Technology stack: categories, adoption, impact
     
We worked hard to make this year’s survey easier and it will take roughly 4-5 minutes to complete. If you lead a sales development group, please participate All answers will be aggregated anonymously. We’ll be sharing the results with you in the coming months. TAKE THE SURVEY I appreciate you taking the time. We couldn't do this research without your help.

Lincoln Murphy Customer Success AMA Transcript and Video – May 19, 2017

On Friday May 19th, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below, along with the questions that were asked and my answers. Yep, if you don’t want to watch or listen, no problem! I got the entire AMA transcribed (and cleaned it up a bit for readability, added links, etc.) and posted that below. I answered 13 questions in great detail. Follow me on Facebook so you can find out the next time I do one.

Table of Contents

Here’s the list of questions I covered in this AMA:
  1. Should Sales or Customer Success handle Upsells?
  2. How do we help our salespeople with Customer Segmentation?
  3. How to incorporate High/Low/No Touch into Onboarding?
  4. How do I target my customers when they’re not online?
  5. What if our customers don’t like technology?
  6. What’s the best way to define roles?
  7. Continue reading "Lincoln Murphy Customer Success AMA Transcript and Video – May 19, 2017"

How to Define Roles in Customer Success Management

Most companies just getting into Customer Success start by defining roles (well, one… Customer Success Manager), then they try to figure out the size of the “book of business” the CSM should handle, etc. That’s wrong. But I won’t leave you hanging! Nope, I’ll tell you the correct way to define roles in a Customer Success Management organization. Hint… it all starts with proper Customer Segmentation For context, on Friday, May 19, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below and below that is the transcript (edited for better readability) that answers the question.

What’s the best way to define Customer Success Management roles?

So the question is about the best way to define roles for sales, account managers and CSMs in relation to the client. Should there be a defined hand off for each?  So sales,
Continue reading "How to Define Roles in Customer Success Management"

How to Define Roles in Customer Success Management

Most companies just getting into Customer Success start by defining roles (well, one… Customer Success Manager), then they try to figure out the size of the “book of business” the CSM should handle, etc. That’s wrong. But I won’t leave you hanging! Nope, I’ll tell you the correct way to define roles in a Customer Success Management organization. Hint… it all starts with proper Customer Segmentation For context, on Friday, May 19, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below and below that is the transcript (edited for better readability) that answers the question.

What’s the best way to define Customer Success Management roles?

So the question is about the best way to define roles for sales, account managers and CSMs in relation to the client. Should there be a defined hand off for each?  So sales,
Continue reading "How to Define Roles in Customer Success Management"