Top 10 Customer Success Takeaways from SaaStr Annual at Home

saastr annual at home

Back in February we felt our first hit in the industry with the cancellation of the beloved SaaStr Annual conference. Since getting together 13,000+ attendees together in one place wasn’t going to be on the horizon for the rest of this year, they hosted the SaaStr Annual at Home event last week. It was an all digital event with over 50,000 global attendees. Since you might not have gotten the chance to carve out two full days from your schedule to listen in on the sessions, here’s our recap of the top ten Customer Success takeaways from the event. 


1.) Calculating churn can be tricky.  Focus on net dollar retention rate (NDRR). 

P.S. You can see the full session slides here from this session with Dave Kellogg.

2.) To build a great product you first need to identify who your target customer is and what their pain points are. You then need to figure out what this pain looks like in practice. 


3.) It’s over 10 times more expensive to acquire a new customer than it is to keep an existing one. 


4.) We all face the same challenges in understanding SaaS businesses. 


5.) Help customers be more productive by figuring out how your product can fit into their existing tech stack. 


6.) Use Net Promote Score® (NPS) responses as a trigger for Customer Success processes.


7.) You don’t want to force your customers to stay because of a technicality (i.e moat) but rather they become loyal because they are happy and successful. 


8.) Customer Success is a growth engine. 


9.) Retention is your strongest pillar for customers with growing revenue. 

10.) Three tips for product leaders to put in place today to help focus on the renewal. 


Looking for more great industry content like you saw at SaaStr Annual at Home? Then be sure to register for BIG RYG, ChurnZero’s upcoming virtual conference built for current and future leaders in Customer Success. 

Register Now

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Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero.

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