At Least 20% of Your New Customers Should Come from Referrals and Word of Mouth. Ideally, 50%.
Dear SaaStr: What Percent of My Revenue Should Come from Referrals and Word of Mouth? "Word of mouth is ultimately the only way you can scale in SaaS." pic.twitter.com/UAsIkG4Ixx — Jason ✨👾SaaStr.Ai✨ Lemkin (@jasonlk) December 18, 2024 Ultimately, most...
Sometimes All Your Bigger Customers Want is Just To Be Heard
Just remember, i know they stress you out and drive you a bit nuts But the customers that complain the most are often the ones that care the most. At least, it shows they aren't leaving. Yet. — Jason ✨👾SaaStr 2025 is May 13-15✨ Lemkin (@jasonlk) December 9,...
You’ll Lose Customers. It Hurts. But Don’t Let Them Become Angry Ex-Customers.
When a customer leaves happy, they often still recommend you When a customer leaves unhappy, they always recommend a competitor — Jason ✨👾SaaStr 2025 is May 13-15✨ Lemkin (@jasonlk) February 19, 2025 The other day, I had an experience I’ve never had in 14...
Is Your Customer Success Team Helping or Harming Your Word-of-Mouth?
So we had another 2025 Customer Success experience the other day. A CS exec at a somewhat dated platform we used pushed us and pushed us to take a Zoom to do a “roadmap review”. We finally did, and it turned out, the agenda was just Yet Another Upsell. They wanted...
Dear SaaStr: How Do I Convince My Customers with Monthly plans to Upgrade to Annual Plans?
Dear SaaStr: How Do I Convince My Customers with Monthly plans to Upgrade to Annual Plans? My advice: Don’t. It’s too many calories expended for not enough benefit. Let me explain what I mean … Large customers only pay via invoices, especially for any deal of any...
Why I’m Scared to Buy New SaaS Apps Now
So many of you may find this ironic on SaaStr, but I’m scared to buy new SaaS apps today. Genuinely. Why? Let’s make a list. But the uber-reason is buying and renewing has in many cases gotten much less customer-friendly than it used to be. With one big exception:...
Dear SaaStr: How Do You Handle Customers Upset About an Autorenewal?
Dear SaaStr: How do you handle B2B customers who want a refund on an annual subscription because they didn’t realize that their credit card would get charged again a year later? Yes, autorenewals likely are in your T&Cs. And yes, if your customer keeps...
Your (Belated) SaaS New Year’s Resolution: Add a Layer
I know you don't do OutboundEventsWebinarsTravel to customers Have a BD teamOffer enterprise edition And you are doing great But what if you did? — Jason ✨👾SaaStr 2025 is May 13-15✨ Lemkin (@jasonlk) January 13, 2025 I agree with most Start-Up Truisms. One...
Dear SaaStr: Should Cancellations be Effective Immediately for a SaaS Company? Why?
Dear SaaStr: Should Cancellations be Effective Immediately for a SaaS Company? Why? Yes, they are leaving. But they may still come back. And even more likely, if you treat them well, they still may tell others to use you. So — do whatever is best for the customer....
Dear SaaStr: Should We Pay Our Sales Reps on Renewals?
Dear SaaStr: Should We Pay Our Sales Reps on Renewals? Simple answer: most don’t. You can, especially in the early days. But very few SaaS companies pay sales reps on renewals as they scale. And you can definitely pay on upsells and account expansion. Longer...
Scaling Customer Success from 0-5,000 Customers with Drata’s VP of Customer Success and VP of Customer Experience
Join Ashley Hyman, VP of Customer Experience, and Wen Yao, VP of Customer Success Management at Drata, as they share invaluable insights on scaling customer success from 0 to 5,000 customers. Discover the fundamental building blocks of customer success, and learn practical strategies for making customer service a top priority, building brand loyalty, and ensuring customer satisfaction. Get tips on balancing digital and human interactions, utilizing customer feedback, and aligning your customer success strategy with business goals.
Dear SaaStr: My Customer Missed the Deadline for AutoRenewal. How Do I Handle This Situation?
Dear SaaStr: My Customer Missed the Deadline for AutoRenewal. How Do I Handle This Situation? You can ask them to pay, for sure. But if they don’t want to, just turn the product off if they don’t pay. Then, Let it go and Move On. At a practical level, it is...
The State of SaaS Go-to-Market with Theory Ventures General Partner Tomasz Tunguz
Tomasz Tunguz, General Partner at Theory Ventures, shares nine observations from a Go-To-Market survey Theory Ventures did with hundreds of startups.
How to Implement a Customer-First Strategy and Structure with Dashlane’s CPO
Donald Hasson CPO at Dashlane shares insights on how to solve hard problems for customers and how to optimize for the best results for your business.
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