6 Payment Acceptance Obstacles SaaS Companies Face and How to Avoid Them


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By: Rob Nathan, EVP, Integrated Solutions at CardConnect With thousands of new startups emerging everyday and the average turnover rate for business applications trending at 39% annually, the SaaS industry couldn’t be more competitive. Despite the hyper competition, many SaaS providers take their organization’s payment processing experience for granted. Whether we want to admit it or not, payments can play a big and often unseen role in contributing to or reducing customer churn. In this article, we’ll take a look at some of the common payments obstacles faced by SaaS companies today and how they can be resolved.

Creating seamless customer experiences

It is important to tailor the payment process to meet a customer’s expectations, taking into account all aspects of their journey. From a customer’s perspective, clunky user interfaces or a lack of convenient payment options is frustrating. Consider the diversity across the customer base, from the range of Continue reading "6 Payment Acceptance Obstacles SaaS Companies Face and How to Avoid Them"

iOS Subscription Offers: How They Work


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It’s taken a looooong time, but SaaS mobile subscriptions are finally becoming mainstream. SaaS on mobile is nothing new, but having the primary payment and subscription mechanics be on mobile is new. And still early. This is a fun trend to watch so I’m grabbiing some of the key learnings from an early leader in the space, Revenue Cat. From CEO Jacob Eitling:
In the beta for iOS 12.2, Apple announced a new feature for subscription developers called “Subscription Offers.” Subscription offers allow developers to apply custom pricing and trials to existing and lapsed subscriptions. With this guide I’m going to explain what offers are, explore some potential use cases, and then, as usual, share my signature juicy hot take on the state of iOS in-app subscriptions.

Subscription Offers

There are two parts to a subscription offer:
  1. A configuration in App Store Connect
  2. A collection
    Continue reading "iOS Subscription Offers: How They Work"

Solving the number-one blind spot in customer success


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By Matthew Klassen, Gainsight Head of Creative The promise at the heart of the SaaS business model has always been that by sacrificing relatively large one-time payments, you’d maximize revenue over the long-term lifetime of the customer. In four letters, the promise of the SaaS model is CLTV (Customer Lifetime Value). But baked into that promise is a catch: your revenue needs to actually recur in order to make servicing and supporting your customers worthwhile. That means operationalizing renewals are at absolute minimum equally important as new revenue. And besides blind luck, there’s only one way to meaningfully improve your retention rate: improving your customers’ outcomes and experiences.

The Customer Success Paradox

Customer success—the art and science of operationalizing those outcomes and experiences—has subsequently become one of the fastest growing professions around the world. But it’s not just a job, it’s a strategy. And that’s where too many SaaS leaders Continue reading "Solving the number-one blind spot in customer success"

Four key relationships that define the journey from startup to billion-dollar business


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By Neha Mirchandani, RingCentral VP of Corporate Marketing At SaaStr Annual this year, Vlad Shmunis, RingCentral founder and CEO, participated in a fireside chat with Fortune Magazine’s Jonathan Vanian. The topic was: the journey from idea to billion-dollar business. Vlad’s experiences could serve as a roadmap for others on a similar journey. For leaders nurturing a startup or scaling a business to the next level, Vlad had one central piece of advice: Embrace change. The ability to adapt quickly is critical to business success at every stage of the growth journey. And know that at every step it is the relationships built and nurtured that define how quickly and efficiently a leader and team is able to adapt–and drive business growth. Of all the relationships developed on this journey four are the most critical. Customers Identifying the right target customers and their needs is perhaps the most critical requirement for Continue reading "Four key relationships that define the journey from startup to billion-dollar business"

Three Secrets to a Successful Acquisition


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By Dialpad CEO, Craig Walker, Dialpad Founder, and CEO An acquisition can make or break your startup. At worst, a disastrous deal leads to wasted wasted time and money, a startup’s two most precious resources. On the flip side, a strategic transaction can give a speed to market advantage over rivals or potentially let you run away with a new market. Take IBM’s recent purchase of RedHat to accelerate hybrid cloud adoption, or Salesforce’s acquisition of Mulesoft to coordinate, unlock, and integrate customer data better than any competitor. But the M&A landscape is also littered with examples of failures…Google and Nest, Yahoo and Tumblr, eBay and Skype. I could go on. As a former M&A attorney and serial SaaS founder myself, I’ve experienced acquisitions from every point of view. What I’ve learned is that true due diligence requires more than a scan through boxes of contracts and reviewing the balance Continue reading "Three Secrets to a Successful Acquisition"

Give Users Another Reason to Love Your Software with Integrated Payments


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By Chelsea White, Integrated Solutions Marketing Manager, CardConnect In a world where speed is imperative, business owners can’t afford to be anything but efficient. Fully integrating payment acceptance into your SaaS offering is an excellent way to empower them to do just that. Whether it’s by simplifying the reconciliation process, improving data security or eliminating human error, discover all of the time-saving benefits integrated payments can help you deliver. When creating an application, building the proper payments architecture can have a big impact on providing your customers with a seamless experience. These days, people want to work smarter and more efficiently, and integrated payment processing can enable business owners to do just that. From simplifying the reconciliation process and reducing human error to improving data security, integrated payments can bring some pretty valuable features to your software application. Many Independent Software Vendors (ISVs) have already recognized just how beneficial integrated Continue reading "Give Users Another Reason to Love Your Software with Integrated Payments"

The Customer-Focused Professional’s Guide to SaaStr


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By Gainsight Welcome to your curated SaaStr experience, built for those interested in delivering exceptional customer outcomes and experiences. Read on to discover valuable SaaStr sessions and networking opportunities that will expand your network and your mind.


Your Customer Should Be the Priority in 2019

In such a fast-growing industry, sometimes the customer’s voice can get drowned out by everyone else who has a stake in your success. You don’t need us to tell you this is mainstream—even Jack Dorsey, co-founder, and CEO of Twitter and Square is investing in customer success: So are you invested in your customers? If you’re in the SaaS industry, chances are you’ve heard of customer success. Gainsight’s Essential Guide to Customer Success sums it up like this: “The success of your business is inherently intertwined with the success Continue reading "The Customer-Focused Professional’s Guide to SaaStr"

Green Gloving Customer Success: Finding a Path Toward Self-Funding


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By Haresh Gangwani, Bolstra Co-Founder and CEO For SaaS companies to be successful in the long-term, we will have to figure out a way to turn our Customer Success organization into one that is self-funded, rather than one that is a cost center. Customer Success teams are tasked with delivering value to customers so that they fully adopt our solution, renew with us, and become loyal advocates of our product. Inherent in this charter is the implication that Customer Success is a profit-building approach to account management and should somehow be self-funded. While those of us in the subscription software world are nodding in agreement that we WANT our Customer Success teams to provide value to both our customer and our bottom line, the challenge of finding and preserving this balance is palpable. Consider the concept of “Green Gloving” Green Gloving is that ideal counterbalance between providing just the right Continue reading "Green Gloving Customer Success: Finding a Path Toward Self-Funding"

5 Ways to Make Product Your New Marketing Superpower


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By: Jake Sorofman, CMO, Pendo. If you’re of a certain age, you’re probably familiar with the now highly questionable truism that the best products don’t always win. From VisiCalc to Betamax to Apple’s OS, there are plenty of comically old examples of better products that were kicked to the curb by inferior substitutes. This truism now seems old fashioned because, almost without exception, every category leader today offers a better product. Why? Because they can no longer hide behind false brand promises. Big, bold claims with products that don’t match up is no longer a viable strategy. That’s why, as a SaaS marketer, you need to make product your new superpower. Here’s how: 1. Fall in love with the problem The best product people are never satisfied with the product they’ve delivered. They fall in love with the problem, not the solution. This is instructive for marketers, who have been known on Continue reading "5 Ways to Make Product Your New Marketing Superpower"

Top 10 SaaStr Podcasts of 2018


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The end of 2018 finds us with 200+ episodes and almost 2,000,000 downloads of the SaaStr podcast! In case you missed it, our episode with Claire Hughes Johnson had the most downloads during the first seven days after release. If you haven’t listened yet, be sure to check it out. We had so many great episodes in 2018 that we wanted to share our Top 10 most downloaded all year. You don’t want to be the one who misses out on this amazing information! #10 SaaStr 168: Why 70% of Startup’s VPs of Sales Fail, How and When To Hire Your First VP of Sales & The One Question That You Must Always Ask VP of Sales Candidates with Ryan Williams, Founder @ SalesCollider B2B SaaS Blog - SaaStr Podcast #168: Ryan Williams #9 SaaStr 161: Brad Feld on Structuring Your SaaS Startup For Scalability, How The Role Of CEO Should Adjust To The Growth Of The Organization
B2B SaaS Blog - SaaStr Podcast #161: Brad Feld
B2B SaaS Blog - SaaStr Podcast #159: Fred Shilmover
B2B SaaS Blog - SaaStr Podcast #176: Kristina Shen
B2B SaaS Blog - SaaStr Podcast #167: PJ Bouten
B2B SaaS Blog - SaaStr Podcast #158: Mike McDerment
B2B SaaS Blog - SaaStr Podcast #164: Mark Godley
B2B SaaS Blog - SaaStr Podcast #163: Wade Foster
B2B SaaS Blog - SaaStr Podcast #171: Chetan Puttagunta
Continue reading "Top 10 SaaStr Podcasts of 2018"