When it comes to SaaS Customer Retention, I get questions like this frequently: Hi Lincoln, I’d like to hear your perspective on minimizing churn, especially in an industry with steadily declining prices, Adding more value with a better customer experience and more product functionality to mitigate price erosion and churn helps. Better segmentation. What else? Churn […]
SaaS Customer Retention: The Secret to Reducing your Churn Rate
January 4, 2012 Article by Lincoln Murphy
SaaS Customer Success Experts Resource Guide
November 20, 2011 Article by Lincoln Murphy
To efficiently scale your business, you must keep your SaaS churn rate low and constantly strive to improve Customer Success, reduce churn, improve customer retention, and growth Customer Lifetime Value (LTV). I put together this list of my best resources to help you keep your customers and grow your SaaS business. SaaS Churn and it’s Effect […]
My EVIL Method to Reduce SaaS Churn
August 26, 2011 Article by Lincoln Murphy
Want to know how to TRICK your customers into wanting to keep using your product so you can reduce your SaaS churn rate? Well, I’ll tell you exactly what TRICK to use, though… spoiler alert… it’s not really a “trick.” Just keep reading. BTW, what I’m going to tell you got GetResponse an almost instant 15% drop in […]
SaaS Customer Success: Technology Will Fail, but Service Must Never
December 20, 2010 Article by Lincoln Murphy
As a SaaS company focusing on Customer Success, you are in a unique position to offer proactive support to your customers; anything less is unacceptable! Alternate title: SaaS Vendors Should Learn What NOT To Do from Citrix So, I’m not sure if you heard (you probably did if you follow me on Twitter!), but the […]
SaaS Growth Hacking Experts Resource Guide
October 5, 2010 Article by Lincoln Murphy
Growth Hacking isn’t a set of tactics or just about getting cheap traffic to your website… Growth Hacking is a mindset. It’s not just about getting traffic on the cheap; it’s about understanding and exploiting customer behavior, technology, and distribution. Real Growth Hackers use their imagination to pull all of that together to drive growth, however growth […]
As SaaS Matures, so will SaaS Pricing
June 21, 2010 Article by Lincoln Murphy
The common SaaS per-user, per-month subscription revenue model is rapidly evolving. From time to time I feel I must remind everyone – buyers, sellers, pundits, commentators, & analysts – that SaaS is not a pricing model or pricing strategy. From the vendor side, Software-as-a-Service (SaaS) is a unique Software Business Architecture where service is the […]
SaaS Pricing: Please Learn From the Zendesk Fiasco
May 18, 2010 Article by Lincoln Murphy
It is time for SaaS & Web App startups to sit up and pay attention. SaaS Pricing is very important to your venture but not just to ensure you make a profit or cover expenses. It is so much more than that and you should seek to get it as right as possible out of […]
SaaS, Web Apps, or Just ‘Apps’?
April 20, 2010 Article by Lincoln Murphy
On my last trip to San Francisco I sat down with Matt Childs of DreamSimplicity to talk about the state of SaaS. We shot some video as we talked about how Google & Apple have changed the distribution landscape for SaaS & Mobile making App Stores & Marketplaces a new reality for SaaS vendors and […]
SaaS Pricing: Commodity Metrics and the $240 GB
March 31, 2010 Article by Lincoln Murphy
SaaS pricing strategies that use low-value commodity metrics – like storage – to differentiate tiers force customers to make price comparisons that shouldn’t be made. Updated for 2014 This topic came up with a client who wanted to pass on the storage costs associated with the use of the system to their end-customer. We quickly […]
SaaS Pricing: Versioning for Market Segments
March 5, 2010 Article by Lincoln Murphy
Rags Srinivasan posted a great article titled “The Science of Optimal Versioning in SaaS” to his blog that talks about SaaS pricing. In the article, Rags talks about taking apply SaaS pricing to through different bundles of features at different prices for various market segments. The whole article is great, so I encourage you to […]
SaaS Companies Should Learn from Netflix
May 19, 2009 Article by Lincoln Murphy
Web Apps with Proactive Customer Service will win more – and keep more – customers than their competitors and Netflix should be the model. I often extol the virtues of the SaaS Business Architecture for vendors beyond just the typical “cost savings” and “operational efficiency” that most pundits and analysts like to talk about. I […]
