What if I said there was something you were doing right now that was actively reducing your SaaS customer success? What if that thing you’re doing was standing in the way of driving higher levels of engagement and was reducing the amount of expansion revenue you’re generating while potentially increasing churn? What if I said […]
Search Results for: customer churn
SaaS Customer Success: Start with Quick Wins
Article by Lincoln Murphy
SaaS Customer Success starts by orchestrating “Quick Wins” for your customers, helping them bypass their natural tendency to seek out reasons not to use your service! I was in Silicon Valley recently and I found myself talking about this idea of “Quick Wins” several times within the context of SaaS Customer Success and I wanted […]
SaaS Churn Rate Improvement: Monitor and Drive Engagement
Article by Lincoln Murphy
In my last post I shared some actual ways to reduce your SaaS Churn Rate, including attracting the right customer and managing expectations. In this post, I’m going to go deeper, and share some awesome methods for improving customer retention by leveraging the power of the SaaS business model, specifically the ability of the provider […]
SaaS Churn Rate: Go Negative with Expansion Revenue
Article by Lincoln Murphy
I mentioned, “Expansion Revenue” and “Negative Churn” in my post SaaS Churn Rate: What’s Acceptable? and I wanted to expand on those concepts a bit. But first… UPDATE 1 : Dollar Revenue Retention – DRR – is the latest SaaS churn rate metric you need to know about (after you read this post, of course). UPDATE 2: Actually, […]
SaaS Customer Retention is the key to Long-term Profitability
Article by Lincoln Murphy
Profitability is one goal that most of the SaaS CEOs who ask me for help all share, and SaaS customer retention is the key to achieving that goal. Though, while they’re all focused on achieving profitability, how that is measured varies from company to company, for the sake of this post we’ll consider profitability to […]
SaaS Customer Retention Requires Ongoing Realization of Value
Article by Lincoln Murphy
Improve SaaS Customer Retention by helping your customers Continually Realize Value When we buy something without trying it first, this is based on what I call “Perception of Value.” When we buy something after trying it, this purchase is based on our “Realization of Value” during the trial. Makes sense, right? But what about Customer Retention? […]
SaaS Free Trial: The #1 Reason You Fail to Convert Customers
Article by Lincoln Murphy
The #1 reason your SaaS free trial is failing to convert customers is simple… Right after a prospective customer signs-up for your Free Trial, you fail to engage them. Data shows that prospects active in the first 3 days of a SaaS Free Trial – regardless of trial length – convert at a significantly higher […]
SaaS Customer Success Experts Resource Guide
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 […]
The SECRET to $1M ARR in 6 Months is 9 Customers
Article by Lincoln Murphy
It’s easier than you think to get to $1M in annual revenue with your SaaS app. To have a $1,000,000 per year run rate, you need to bring in $2740 per day… roughly. Pardon me if my math is off a bit… this is just one of those posts to get you thinking… your mileage […]
My EVIL Method to Reduce SaaS Churn
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 […]
Learn A Simple Method For Defining and Identifying your Ideal Customers
To rapidly grow your SaaS business, you need to aggressively and efficiently ramp customer acquisition, and that starts with Defining and Identifying your Ideal Customer. I’ll show you exactly how to do that on Wednesday, March 12, 2014, at 1PM Central in this online workshop [Paypal link]. Why having an Ideal Customer Profile is Critical to Growth […]
Web Apps use Customer Support to Increase Revenue
Article by Lincoln Murphy
SaaS vendors know getting the sale is just the first step; keeping the customer means keeping them happy and that a happy customer will generate more revenue over time! A client that I am working with on their Pricing Strategy just sent me the following question (you can send me questions, too): Lincoln – This […]
From KPIs to Connection: Transforming Metrics Into Meaningful Relationships
Article by Lincoln Murphy
Customer Success isn’t a monolith; it’s a symphony of moving parts. Think of it as a well-oiled machine with gears both large and small. The larger gears—your customer-level KPIs—offer those broad-stroke indicators that often make you nod in satisfaction. “Yes, we’re on the right track,” they seem to say. Then there are the smaller, more […]
Only read this if you’d like to accelerate the growth of your SaaS business. What if you had access to the growth strategies used by top SaaS companies around the world AND you had help leveraging them to scale your business? Now you do! ONLY 3 2 1 0 SPOTS AVAILABLE! To grow your SaaS company […]
Services to Grow Your SaaS Business
Lincoln Murphy’s Sixteen Ventures helps Software-as-a-Service (SaaS) and Cloud companies like yours acquire – and keep – more customers so you can grow rapidly and profitably! By leveraging ever-evolving Internet Marketing, Subscription Business Model, Behavioral Targeting, and even ‘Growth Hacking’ best practices, mixed with a deep knowledge of the Principles of Persuasion & Customer Psychology, […]
NRR Panic: The Rollercoaster Ride You Never Saw Coming
Article by Lincoln Murphy
NRR is tanking. The “North Star” is falling! Time to panic? Yes. Unless you understand what’s really going on. NRR Defined Net Revenue Retention – NRR – is the percentage of revenue retained from existing customers in a defined time period, including Expansion, Contraction, and Churn. Also called Net Dollar Retention or NDR. When NRR […]
You Can’t Solve Upstream Problems Down Stream
Article by Lincoln Murphy
When it comes to Customer Success, I’ve seen a lot of things. I’ve seen what works (and what works REALLY works… it’s amazing). Unfortunately, I’ve also seen what doesn’t work. A lot. In 2017 I heard “Customer Success doesn’t work” way more than I ever expected. The main reason I saw for Customer Success “not […]
Lincoln Murphy’s Conversion XL Live! 2017 Resource Guide
CONFIDENTIAL: FOR Conversion XL Live! 2017 ATTENDEES ONLY Table of Contents Step 1: Define Customer Success-driven Growth Step 2: Create a foundation for Customer Success-driven Growth Step 3: Take Massive Action Presentation Slides Connect with Lincoln Step 1: Define Customer Success-driven Growth 2017 Definitive Guide to Customer Success Customer Success Management: An Executive Overview The 8 […]
SaaS Free Trial Conversion Rate Benchmarks
Article by Lincoln Murphy
I’m frequently asked about SaaS Free Trial Conversion Rate Benchmarks; after being asked for the 97th time – this week – I decided to publish this post. First, a bit of a disclaimer. Benchmarks are neat… it’s cool to see how you stack up against other companies. Benchmarks are how some executives make decisions and […]
Two Ways to Reduce SaaS Cancellations
Article by Lincoln Murphy
Fairy Tales have happy endings. That’s why they’re so popular; even if they include scary moments with monsters and evil blended family members, everything is pulled together nicely at the end when the naive protagonist is magically okay. In business, the same types of fairy tale exist, with one being that customers cancel their subscription […]
Lincoln Murphy’s Clarity Resource Guide
CONFIDENTIAL: FOR WEBINAR ATTENDEES ONLY Table of Contents Ideal Customer Profile Customer Success Concepts Growth Hacking, Sales, & Marketing Ideas Presentation Slides Connect with Lincoln Ideal Customer Profile Clearly, understanding who your ideal customer is kind of a big deal. Ideal Customer Profile Framework How to Reverse Engineers Sales & Customer Success 4 Customer Success […]
Qualifying Leads in a SaaS Free Trial
Article by Lincoln Murphy
I got this set of questions on Twitter: “Is there a certain level of activity during the free trial that is likely to predict conversion from free to paid? Also, how do other companies handle Sales vs. Marketing Qualified Leads (SQL vs. MQL) when it comes to Free Trials?” I thought that was an awesome […]
Reasonable SaaS Free Trial Conversion Rate
Article by Lincoln Murphy
What’s a reasonable conversion rate from free trial to a paid customer? I get some form of this question from time to time and I’ve answered it several times over the years. Well, I got it again so it’s time to revisit this very simple question. As with most “simple questions” the question is easy to […]
Lincoln Murphy’s AAeM Resource Guide
CONFIDENTIAL: FOR ATTENDEES ONLY Table of Contents Ideal Customer Profile Customer Success Concepts Growth Hacking, Sales, & Marketing Ideas Presentation Slides Connect with Lincoln Ideal Customer Profile Clearly, understanding who your ideal customer is kind of a big deal. Ideal Customer Profile Framework How to Reverse Engineers Sales & Customer Success 4 Customer Success Hacks […]
Lincoln Murphy’s CASE2015 Resource Guide
CONFIDENTIAL: FOR ATTENDEES ONLY Table of Contents Ideal Customer Profile Customer Success Concepts Growth Hacking, Sales, & Marketing Ideas Presentation Slides Connect with Lincoln Ideal Customer Profile Clearly, understanding who your ideal customer is kind of a big deal. Ideal Customer Profile Framework How to Reverse Engineers Sales & Customer Success 4 Customer Success Hacks […]
Lincoln Murphy’s RDSummit Resource Guide
CONFIDENTIAL: FOR ATTENDEES ONLY Table of Contents Ideal Customer Profile Customer Success Concepts Sales Hacking Ideas Presentation Slides Connect with Lincoln Ideal Customer Profile Clearly, understanding who your ideal customer is kind of a big deal. Ideal Customer Profile Framework How to Reverse Engineers Sales & Customer Success 4 Customer Success Hacks to Identify your Ideal […]
Lincoln Murphy’s Past Speaking Engagements
If you’d like me to speak at your SaaS, Marketing, Customer Success, Startup or other event – in person or virtually – just email me and let’s discuss. See Lincoln’s Upcoming Speaking Dates here. See Pictures of Lincoln speaking at Conferences and Workshops here. Lincoln Murphy’s Past Speaking Engagements April 2020 April 27 – 30: Impact 2020 […]
Lincoln Murphy’s Sales Acceleration Resource Guide
CONFIDENTIAL: FOR ATTENDEES ONLY Table of Contents Ideal Customer Profile / Customer Success Sales Hacking Ideas Presentation Slides Connect with Lincoln Ideal Customer Profile / Customer Success Clearly, understanding who your ideal customer is kind of a big deal. Customer Success: The Definitive Guide Customer Success: Your Secret Formula for Growth Ideal Customer Profile Framework Desired […]
Lincoln Murphy’s Free Trial Guide for OrionStartups
CONFIDENTIAL: FOR ATTENDEES ONLY Table of Contents Ideal Customer Profile / Customer Success Free Trial Optimization Connect with Lincoln Ideal Customer Profile / Customer Success Clearly, understanding who your ideal customer is kind of a big deal. Ideal Customer Profile Framework Desired Outcome is a Transformative Concept The Secret to Successful Customer Onboarding Customer Success: […]
7 Reasons to Optimize your SaaS Free Trial
Article by Lincoln Murphy
For SaaS vendors, the Purpose of a Free Trial is to create a customer. Period. If you don’t agree with that statement then you really won’t like pretty much everything else I’m going to say in this article. Free Trials are not for tire-kicking freeloaders – and if that’s what you’re getting in your free trial, […]
Lincoln Murphy’s ClickSummit Resource Guide
CONFIDENTIAL: FOR ClickSummit ATTENDEES ONLY Table of Contents Ideal Customer Profile / Customer Success Lead Nurturing Optimization Ideas Sales Hacking Ideas Presentation Slides Connect with Lincoln Ideal Customer Profile / Customer Success Clearly, understanding who your ideal customer is kind of a big deal. Ideal Customer Profile Framework Understanding Your Customer’s “Desired Outcome” How to Reverse Engineers […]
Lincoln Murphy’s Sales Acceleration Resource Guide
CONFIDENTIAL: FOR SALESFOLK WEBINAR ATTENDEES ONLY Table of Contents Ideal Customer Profile / Customer Success Lead Nurturing Optimization Ideas Sales Hacking Ideas Presentation Slides Connect with Lincoln Ideal Customer Profile / Customer Success Clearly, understanding who your ideal customer is kind of a big deal. Ideal Customer Profile Framework Understanding Your Customer’s “Desired Outcome” How to Reverse […]
Lincoln Murphy’s DGS Resource Guide
CONFIDENTIAL: FOR DIGITAL GROWTH SUMMIT ATTENDEES ONLY Table of Contents Ideal Customer Profile / Customer Success Lead Nurturing Optimization Ideas Sales Hacking Ideas Presentation Slides Connect with Lincoln Ideal Customer Profile / Customer Success Clearly, understanding who your ideal customer is kind of a big deal. Ideal Customer Profile Framework Understanding Your Customer’s “Desired Outcome” How to […]
The Success Gap: A HUGE Opportunity You Haven’t Considered
Article by Lincoln Murphy
There is often a gap between the functional completion of your product and the customer’s Desired Outcome. I call this the Success Gap. And this Success Gap that stands between what your product does and your customer’s Desired Outcome is a huge risk for you. It’s also a huge opportunity if you bridge the gap […]
Active Users are a Vanity Metric
Article by Lincoln Murphy
Active customers churn. And when they do we’re shocked and confused. How can this happen? Your customer was very active, logging-in several times in the last month. I think it’s fair to say that if Active customers churn, then “active” – as a customer “state” – clearly doesn’t equate to success. So if it doesn’t […]
Engaging at Scale: The Secret to Automating Personal Emails
Article by Lincoln Murphy
About a year ago I shared my super top-secret way to automate personal emails more effectively – called the “Customer Success bot” method – with the awesome folks on my mailing list. Since then, I’ve come up with several new uses for this framework that have proven to be incredibly effective ( I’ve shared those […]
Lincoln Murphy’s Sales Hacking Resource Guide
CONFIDENTIAL: FOR SALES HACKER SERIES ATTENDEES ONLY Table of Contents Ideal Customer Profile / Customer Success Lead Nurturing Optimization Ideas Sales Hacking Ideas Presentation Slides Connect with Lincoln Ideal Customer Profile / Customer Success Clearly, understanding who your ideal customer is kind of a big deal. Ideal Customer Profile Framework Understanding Your Customer’s “Desired Outcome” How […]
Lincoln Murphy’s Sales Acceleration Resource Guide
CONFIDENTIAL: FOR ATTENDEES ONLY Table of Contents Ideal Customer Profile Lead Nurturing Optimization Ideas Distribution and Sales Acceleration Ideas Presentation Slides Connect with Lincoln Ideal Customer Profile Clearly, understanding who your ideal customer is kind of a big deal. Ideal Customer Profile Framework 4 Customer Success Hacks to Identify your Ideal Customer Profile (Slides Here) […]
Lincoln Murphy’s Growth Hacking Resource Guide
CONFIDENTIAL: FOR SFETM ATTENDEES ONLY Table of Contents Ideal Customer Profile Deal Acceleration Ideas Distribution Tactics, Hacks, and Ideas Presentation Slides Connect with Lincoln Ideal Customer Profile Clearly, understanding who your ideal customer is kind of a big deal. Ideal Customer Profile Framework Who’s your ideal customer? How to Get In Front of Your Ideal Customers […]
You’re Doing Annual Pre-Pay Renewals Wrong
Article by Lincoln Murphy
Getting customers to pay up-front for a year is great… the challenge comes 12 months later at renewal time. There are four ways to do renewals, but only one right way. This came up recently with a SaaS founder, and since annual pre-payments are often the go-to funding source for many early-stage B2B SaaS companies or […]
