The 10-Year (And Longer) Customer
Salesforce likes to talk about “Customers for Life”, and while that’s sort of catchy, it’s a little hard to grok what it really means. It finally sunk in for me a bit the other day. At EchoSign, now Adobe Sign, there’s a large group of well-known customers that I closed, Back in The Day … […]
The Two Things to Do. When You Don’t Know What to Do.
There may come a time, or two, in your company when you just don’t know what to do. You aren’t growing fast enough. or The competition seems to be getting the best of you. or You can’t raise financing. or You just lost an important deal. Or maybe more than one. or That great new […]
Anthony Kennada (Gainsight), Menaka Shroff (Betterworks), Aaron Levie (Box): Running The Box Playbook – Even Better The Second Time (Video + Transcript)
(TWO DAYS to SaaStr Annual 2017. Do you have your tix yet?!?!) Having worked at Box in its early days before branching off into new startups, Anthony Kennada and Menaka Shroff took the lessons they learned there to Gainsight and BetterWorks, respectively. Along with Jason Lemkin, they’re joined by their former boss, Box CEO Aaron Levie, […]
What I’m doing about the Tech Backlash
This week I posted The Coming Tech Backlash, on how my industry is due for a reckoning with the job destruction caused by automation. The article struck a big chord. A question to ask is: what can I do about it? As a small startup founding CEO, here’s my answer. I signed an entrepreneur pledge […]
A Fresh Look at How to Measure SaaS Churn Rates
It’s been nearly three years since my original post on calculating SaaS renewal rates and I’ve learned a lot and seen a lot of new situations since then. In this post, I’ll provide a from-scratch overhaul on how to calculate churn in an enterprise SaaS company [1]. While we are going to need to “get […]
Zuora moves to the center
Zuora, the company that made its bones in subscription billing and payments held its annual user meeting in San Francisco last week and staked out some new turf. It had always been back office focused but its latest messaging includes elements of the front office. Perhaps it’s no surprise given co-founder and CEO Tien Tzuo’s […]
How to Think About The Huge Expenses of Events and Tradeshows
Events and trade shows. They’re expensive. You don’t get enough booth traffic. The folks that do come by are too junior. It sucks up days at a time. The air is convention-center nasty. Too much ice cream, too much alcohol, too many almost-all-dudes parties. How can it be worth it? Even just $25,000 for […]
![Pick Up The [D**n] Phone](https://www.enterpriseirregulars.com/wp-content/uploads/2015/07/mimirogers-300x159-100x100.jpg)
Pick Up The [D**n] Phone
We’ve talked quite a bit on SaaStr about Customer Success, and there’s a very specific reason for it. It’s one of the most non-obvious drivers of revenue growth in Years 3, 4, 5 and beyond of your SaaS start-up. More on that here. Customer Success can feel like a cost center in Year 1 (and […]
Customer Success Is A Single Digit Hire
You Must Hire your First Customer Success Manager as a “Single Digit” Hire. I.e., before you get to 10 employees.
The Week of May 12th, 2014 Is One Of The Busiest In Enterprise Software Conferences
Ten Enterprise Software Events To Check Out And Follow The Week of May 12th, 2014 The Monday after Mother’s day was traditionally the week of the America’s SAP User Group and SAP’s big show, SAPPHIRENOW. However, this year the 20,000 plus attendee and over 250 partner sponsored show moved to June 2nd in order to […]
