Peter Gal, CRME

The most common untapped potential we see in CS & AM Teams @ B2B Software companies Mid-Market+... is how to maximise the value of long-tail customers / unmanaged tiers. With a bit of extra love these customers can frequently add several NRR% points to a company's growth - because they are: 🎯 resilient due to diverse range of vertical, geo's and business models 🎯 rarely using the full range of available products 🎯 not maximising the value of the ones they already use 🎯 likely to never have had a business discussion with an AM or CS Rep 🎯 the MOST likely to be churning due to entirely preventable reasons 🎯 the MOST likely to have been poorly onboarded and activated But there are a combination of factors that actually make it tricky for Mid Market and Enterprise Companies to cater for these lower segments (efficiently): 🔺 It's tricky to deliver dynamic, cross-system insight on each account 🔺 the CS & AM Team rarely have the capacity to address every one 🔺 or the account isn't spending enough to warrant attention (ouch!) 🔺 It can be hard to predict the impact LT initiatives will realise 🔺 responsibility lies across both product and the CS/AM team When I was at Nexmo (now Vonage) in the early days, accounts like Airbnb and (Line) LY Corporation were in these cohorts and graduated to spend millions of dollars EACH month on our APIs. 😱 And today, we talk to other market leaders (Public, Series C+ Orgs) and not one we've spoken to is truly nailing this... In the age of efficient growth, it's vital companies rectify this and get closer to these customers. With Median NRR in Public Saas at 108% the potential is meaningful. ❗ While Saas category saturation means its highly likely that one of your competitors is currently cherry-picking your high-potential long-tail customers and is actively helping them move off your product...

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It's coming home. SaaStock's coming home. To Dublin this October. 14-16th. And we're opening our doors to 4500 SaaS Founders, Execs and 600 Investors for the biggest gathering of SaaS decision makers in Europe. It will be the place to have meaningful conversations to take you and your SaaS to the next level. To get hundreds of leads to help with your Q4/Q1 goals. To meet with Investors to help with your next funding round. It's only been 12 months of hurt by October, since the last SaaStock. Don't score an own goal or get sent off by your company for missing out. Book your ticket or space to exhibit today. #saastockeurope #saastock2024 #saasconference #b2b #meetings #connectandthrive

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SaaS Pain Points: The Most Powerful Way to Pitch Your Product Pain points are more complex than you think; This article will explore: - Why knowing your pain points is essential to unlocking SaaS growth - Why your pain points are richer and more complex than you think - The different kinds of pain point your customers are experiencing by George Terry from Winbox | LinkedIn Ads Agency https://lnkd.in/enAH9Ed4 Thanks George. Simple and useful tips. 👍

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Ida as an entrepreneur in femtech, I feel your rage. In my gut. Were we all just sucker-punched? I want to acknowledge your vision, your work, and your effort. You are extraordinary, and we are cheering for you. Raising capital for technology impacting women is grim. The constant uphill battle is exhausting, tiring the best of us to the point of wanting to quit. I encourage you to hold on to small glimmers of hope. The big lights don't come on often. I also encourage advocates and allies to shine a light on female innovators and visionaries and use the hell out of their products. As women gain control of financial resources we must focus our investments on tech that will benefit our girlfriends, daughters, sisters, and mothers because the current model refuses to make room for us. Gradually, perhaps in my grandchildren's lifetime, we may see a different game. One that is more equitable and that we are invited to play. Sending you lots of Light. 😡 🤕 #sendingcluelove

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A great new feature for self-storage operators as it has been developed with additional logic that takes in to account future move out dates too and doesn’t mark the unit as unavailable unless the move in date falls during an occupied period! It then let’s your potential new customer know instantly when the unit is becoming available, showing the date next to the unit type, to ensure you don’t lose a lead unnecessarily who’s looking to complete an online reservation! Maximising online conversion rates and reducing drop offs from our booking portal is one of the key things we look at when we release new improvements. We want our customers to be the most successful self-storage operators out there 💪🏻

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🔔Last call to secure a spot! Implementing effective pricing strategies can increase the upselling opportunities by up to 30%. This in turn elevates the net retention rate and ensures a sustainable growth for an organization. We are all set to explore the nuances of correlation between pricing and net revenue retention with Steven Forth, an expert at pricing and segmentation, who is also the CEO and cofounder at Ibbaka. Saurabh, my cofounder will moderate the discussion from our end. We plan to cover: 📈Role of NRR in business valuation and growth. 💰Effective pricing models that drive customer satisfaction and revenue. 📒Practical strategies and insights from leading SaaS companies. ✔️Tips to enhance NRR and build stronger customer relationships. Edit: This webinar has been postponed. We'll announce a new date soon. Register for updates: https://lnkd.in/g_gKckiq

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Sick of hearing that your CS team is not ‘strategic’ / ‘commercial’ / ‘proactive’ enough? We’re hosting a session at Customer Success Snack about how you can incentivise your team to drive impact for every customer & predict churn and upsell potential. You’ll go away with: -> A clear methodology to drive impact -> An improved bonus framework -> A template to build account plans -> A list of prove impact drivers that your team can execute -> Learnings of how Joram Schuurman used the impact driver methodology at -> Altura to translate OKR’s to clear customer outcomes. You can sign up here: https://lnkd.in/eEw7PMgm. Thanks for hosting Fauve Smeets and Contentoo - Quality Content at Scale I have a couple of discount codes left - please DM me if you’re interested.

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How did Intercom grow from a small Dublin coffee shop to a global enterprise with over 700 employees, $250M ARR, and 25,000 customers worldwide? 𝗕𝘆 𝘁𝘂𝗿𝗻𝗶𝗻𝗴 𝗵𝘂𝗺𝗮𝗻 𝗰𝗼𝗻𝗻𝗲𝗰𝘁𝗶𝗼𝗻 𝗶𝗻𝘁𝗼 𝗮 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗺𝗼𝗱𝗲𝗹. This is exactly what Eoghan McCabe, Des Traynor, David Barrett, and Ciaran Lee did when they built Intercom. 𝗜𝗻 𝘀𝗵𝗼𝗿𝘁, 𝗜𝗻𝘁𝗲𝗿𝗰𝗼𝗺 𝗿𝗲𝘃𝗼𝗹𝘂𝘁𝗶𝗼𝗻𝗶𝘇𝗲𝗱 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗿𝗲𝗹𝗮𝘁𝗶𝗼𝗻𝘀𝗵𝗶𝗽𝘀 𝗯𝘆 𝗯𝗿𝗶𝗻𝗴𝗶𝗻𝗴 𝗵𝘂𝗺𝗮𝗻 𝗰𝗼𝗻𝗻𝗲𝗰𝘁𝗶𝗼𝗻 𝘁𝗼 𝗼𝗻𝗹𝗶𝗻𝗲 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀. 𝗜𝗻𝘁𝗲𝗿𝗰𝗼𝗺’𝘀 𝘀𝘂𝗰𝗰𝗲𝘀𝘀 𝗶𝘀 𝗯𝘂𝗶𝗹𝘁 𝗼𝗻 𝗮 𝘀𝗶𝗺𝗽𝗹𝗲 𝗶𝗱𝗲𝗮: businesses thrive when they treat customers like people, not numbers. By creating tools that enable meaningful communication, Intercom helps companies build stronger relationships, drive customer acquisition, and reduce churn. Next time you visit your local coffee shop, think about how a simple conversation was the inspiration to build Intercom… The full story just went live on BlackBird Startup Stories. Check it out below🔗👇

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eCom owners - Want to drop your acquisition costs in the next 6 months? Test your new customer offer (4 examples below). Great offers boost AOV & give shoppers the feeling that they just secured an amazing deal. Here are 4 examples of killer eCom offers I've seen recently (with links to their landing pages). 1.  Hint Inc. - Bundle Builder  Hint's offer is "$1 per bottle" (usually $1.90 per) Customers use a bundle builder to add at least 3 cases to the cart before they can checkout. This min purchase nets a much higher AOV - AND, on a per-unit basis, is a great cost saver for customers. 👉 The landing page: https://lnkd.in/dAayW_vv 2.  Chamberlain Coffee - Starter Pack One of the advantages of landing pages is being able to send new customer traffic to siloed offers. This way you can give them unique offers that aren't available on your core website. Chamberlain has various landing pages with pre-made 'Starter Packs' that include 4 products and an automatic $16 discount. 👉 The landing page: https://lnkd.in/d_EV6drW 3.  Magic Spoon - Buy More, Save More This typical offer of 'buy more, save more' is time-tested, and, let's face it, it just works. Adding the price-per-serving to any sort of quantity discount drives up orders like crazy. Magic Spoon takes it up a notch by adding free gift to the highest-value orders. 👉 The landing page: https://lnkd.in/dQx5_jUT 4.  Javvy Coffee - Bundle Subscription Offer If you want to see a store that combines all of these elements? You need to check out Javys bundle landing pages. (1) Per unit savings (2) Build your bundle (3) Free gift incentives All in a subscription offer. This almost seems like too much. But given the traffic volume these pages receive and how long they've been up for… I have to assume they're pulling in crazy revenue. 👉 The landing page: https://lnkd.in/dA_xZsB3 These are just a handful of offers I've seen do super well recently. but there are many others you can test. Check out my other posts for those!

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Our CEO Tomer Tagrin. went on a podcast a few weeks ago with Robin Lee and a couple others to discuss SaaS pricing and the industry as a whole. Tomer talked about the new Yotpo we’re building. Great products. Leading UX. Best in class support. Transparent pricing. Taylor Holiday said something that’s been ticking over in my head since, especially after what Adam Ferrier said last week in Melbourne. Light bulb 1 💡: Taylor: “People buy software more like they buy consumer goods than people realise.” I used to think: 'We do this. The competition don’t do that. Obviously we’ll win this one.' Light bulb 2 💡: Adam said: “For 99.9% of a customer’s life, they’re NOT thinking about you. But you’ve got to put in effective work during that time so that when the .1% comes around, you’re first up.” Yotpo’s products are great, and we’ve got excellent support to match - But for a long time we struggled with brand image. How were we positioned in our customers' heads? We’ve been working tirelessly on that. Even when I speak to people on the phone now, when you’re calling from Yotpo, people are open and a lot more willing to listen. That’s changed a lot over the past 15 months. Proud to be a part of, and helping build, the new Yotpo 💙

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RevOps leaders, this is the playbook you’ve been waiting for. In a world flooded with content that often lacks substance, the RevOps Docs for Startups by LeanScale are a breath of fresh air. This guide isn’t just another rundown of the basics—it’s an in-depth, yet easily approachable, guide to the rapidly evolving RevOps landscape, crafted from real insights gathered across 50+ hyper-growth companies. Huge shoutout to my longtime buddy Joe Zaghloul and the team at LeanScale for putting in the thought and care to make something truly impactful. The format alone—structured like API docs, complete with a changelog—makes it incredibly usable and memorable. #RevOps leaders and #GTM teams will find it packed with playbooks that feel almost built-in to the process. If you’re scaling a B2B SaaS, you’ll want to bookmark this one. It’s hands-on, actionable, and unlike anything else out there. https://lnkd.in/ekrUJAW5

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We’re all about helping SaaS founders hit that $1M ARR milestone. Whether you’re trying to break into new markets or you’re a technical founder who’d rather be building than selling, we’ve got you. Here’s how we put it: We do the selling, you do the ‘we need more bandwidth’ emails. Simple, right? Can’t wait to share more soon! #PipelineArchitects #SaaSSales #Hit1mARR

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Discount on bundling 2 products: a quick win to gain 5-15% of revenue. I was with a new customer this morning—a very brilliant CEO of a fast-growing scaleup with an average deal size of 15k€/year. He was implementing a strategy I often see when selling two complementary products (or software): "I give you X% off if you purchase both products." It's a great approach but often too generous. 🎁 💡A more effective technique is to offer a discount only on the second product (the cheaper one). For example, with the scenario below, the impact is a +9% increase in revenue. So, if you're using this kind of technique, think twice and don't be overly generous. #B2B #SaaS #Sales #Pricing

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For any start-up or scale up out there looking for free industry insight on the what and how’s of employee benefits, check out the report from Kota Will save you a lot of time! - Link in the comments 👇🏻 #employeebenefits

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I’ve met recently with a number of European businesses 5 to 15M in ARR. Interestingly they work in different niches but they share similar Enterprise SaaS GTM issue ... 7-12 years old companies Have a good product. Most of them with AI layers included Except one, they are either PE-backed or VC-backed They are experiencing low or no growth at all. In two cases the ARR slightly declined in the last two years. Except one, they are burning money although they are working on a path to break-even or profitability by (first of all) cutting expenses and people They are not attractive for VCs They are not attractive for a rewarding M&A yet I wrote a new piece of content to explore what is “typically” in my experience the status quo of the GTM strategy and engine of companies with a profile as described above. What has to be changed, in a context where devaluation, write-off or even worst (especially for the Investors) the survival without an exit can become the most likely events. I've used the case of one of them that is quite illustrative. https://lnkd.in/djFmQwfi

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How do you measure the success of your customer retention efforts? Tracking the right metrics can transform your understanding and approach to customer relationships. The latest insights from a compelling article emphasize that simple metrics like churn rate and customer lifetime value are essential. For SaaS companies especially, knowing how to monitor these can directly impact growth and profitability. Reflecting on this, I find it fascinating how many businesses overlook the foundational aspects of customer retention. Stats show that retaining existing customers is often more cost-effective than acquiring new ones. Are you leveraging the data at your fingertips? If you haven’t yet considered the full scope of customer retention metrics available to you, it might be time to dive in. I'd love to hear how your organization tracks and improves customer relationships. What best practices do you follow? https://lnkd.in/exkguy45

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𝗦𝗰𝗮𝗹𝗶𝗻𝗴 𝗮 𝗕𝟮𝗕 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀𝗲𝘀 𝘁𝗼𝗱𝗮𝘆 𝗶𝘀𝗻’𝘁 𝗮𝘀 𝗲𝗮𝘀𝘆 𝗮𝘀 𝗶𝘁 𝘂𝘀𝗲𝗱 𝘁𝗼 𝗯𝗲. Most companies focus heavily on customer acquisition. But 80% of recurring revenue actually comes from existing customers. Are you doing enough to retain your existing customers? If not, you could be losing out on a major source of revenue. Join us this Thursday at 4 PM, Blonia Bistro in Krakow for a hands-on session with 🚁Roee Hartuv from Winning by Design , where we’ll discuss: • 𝗛𝗼𝘄 𝘁𝗼 𝗽𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘇𝗲 𝗿𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻: Why shifting focus from acquisition to retention can significantly boost your profitability. • 𝗦𝗽𝗼𝘁𝘁𝗶𝗻𝗴 𝗰𝗵𝘂𝗿𝗻 𝗿𝗶𝘀𝗸𝘀 𝗲𝗮𝗿𝗹𝘆: Learn how to identify and mitigate customer churn before it’s too late. • 𝗧𝗵𝗲 𝗥𝗲𝘃𝗲𝗻𝘂𝗲 𝗔𝗿𝗰𝗵𝗶𝘁𝗲𝗰𝘁𝘂𝗿𝗲 𝗳𝗿𝗮𝗺𝗲𝘄𝗼𝗿𝗸: A proven structure for balancing acquisition and retention, designed to help you maximize the lifetime value of each customer.    💡 Why focus on retention?: It costs far less to keep a customer than to win a new one. Customers who stay longer tend to spend more, increasing their lifetime value. A focus on retention leads to more sustainable, predictable growth. 🗓 Event Details: Date: Thursday, 4 PM Location: Krakow, Blonia Bistro If you’re ready to turn customer retention into your greatest growth lever, this is the event for you. Let’s build a strategy that focuses on keeping your customers engaged and happy—leading to long-term, recurring revenue. Register here: https://lnkd.in/dWaGkKyx #revops #b2bmarketing #revenueoperations  

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🚀 The Rule of 40: 2023 vs 2024 – U.S. and Nordic SaaS Trends Compared The Rule of 40 continues to be a crucial metric for SaaS companies striving to balance growth and profitability. In 2023, only 24% of U.S. SaaS companies met or exceeded this benchmark, and 2024 has proven even more challenging. As economic conditions tighten, only 14% of U.S. SaaS firms have achieved the Rule of 40 this year. This highlights the increasing importance of profitability in an era where funding is less abundant. Interestingly, similar trends are being observed in Sweden and the Nordics. According to Monterro’s 2024 benchmark report, Nordic SaaS companies are also finding it harder to hit the Rule of 40. With more conservative investors like family offices and private equity backing many of these companies, profitability has become a higher priority, often at the expense of growth. This mirrors the U.S. trend, where profitability is gaining more focus amid economic constraints. However, companies like Adobe and Paycom continue to outperform, demonstrating that with the right balance, it’s still possible to achieve sustainable growth. As both U.S. and Nordic SaaS firms navigate these challenges, balancing growth with profitability will be key to driving long-term success and maximizing valuations. Whether you’re operating in the U.S., Sweden, or across the Nordics, staying above the Rule of 40 threshold will likely be tougher in 2024—but the companies that manage to do so will stand out in a competitive market. Sources: Volition Capital https://lnkd.in/d-NTHEMc Aventis Advisors https://lnkd.in/dnhDbGYB Software Equity Group https://lnkd.in/dDAYDWar Monterro #SaaS #Ruleof40 #Growth #Profitability #ScalexGrowth Magnus Burvall Kim Forsgren Mats Ekenstam Kim Schiöld Curt Luks Anders Hultdin Åsa Öberg Lars Eriksson Lars Ekström Henrik Nygren André Högberg

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Tomorrow is the summer edition of SaaStock Local London and we've a great entrepreneur sharing his story of how he orchestrated an exit (to Zuora). If your building a SaaS with a view to a future exit (most folks except Basecamp), Or your currently thinking about M&A Then this is the inside story from a great founder, James Henderson, who got a fantastic outcome. The content will not be recorded, so you have to be there to get the insights such as: Why selling was right for James and Zephr - How do you plan an exit - What forces did James consider before he sold - How he managed his team and board through the process - What happens when you make a deal and sell All these questions and you get to ask your own. So make sure you're there if you're serious about building a SaaS company to sale. Around 17 tickets remaining. Link in the comments. #exits #M&A #founders #saas #london #CEO #saastocklocallondon

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