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Competition is growing. With more startups appearing each day, now, more than ever, the success of your own SaaS business hinges on the service part of software-as-a-service. 

It's no longer a race to see who can acquire the most customers. Instead, it's a competition to see who can create the most active, engaged and impassioned customers, and see which SaaS businesses can:

  • Turn as many ad-hoc users into committed, paying customers.
  • Retain the greatest percentage of their customers.
  • Upsell and cross-sell the most customers.
  • Earn the most successful customer referrals.
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The SaaS customer lifecycle covers the acquisition, engagement and retention of your customers. Depending on where they are in their lifecycle, customers need different things from your company to help them achieve their desired outcomes and move to the next stage in the cycle.

Today I’m breaking the SaaS customer lifecycle down into nine stages, and mapping out what your customers are doing at each stage of the cycle.

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Churn is a really big deal in SaaS... but which is a "bigger" deal? Customer churn, or revenue churn?

Today, I'm looking at the differences between these two essential SaaS metrics, and helping you to use them to monitor and improve the growth of your own SaaS startup.

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For a subscription business, like your SaaS company, MRR is perhaps the single most important performance metric around. Trouble is, it isn't always as easy to determine, track and predict your MRR as it first appears.

Today, I'm taking a close look at how to (properly) calculate MRR and ARR.

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SaaS metrics provide answers to important questions: how can we increase customer acquisition? How profitable are our customers? What do we need to do before we pitch our next funding round?

But the trouble is, many SaaS companies track the wrong metrics, in the wrong way, or worse still, overlook crucial KPIs entirely. Instead of using metrics as a valuable aid to performance, they end up confusing the picture.

To help you understand and improve your performance, I've put together a comprehensive guide to 50 essential SaaS metrics (loosely divided into Growth, Marketing, Sales and Customer Success).

For each of the 50 metrics, we'll look at:

  • What they are, and why they matter.
  • How to calculate them for your own SaaS company.
  • Benchmarks to guide your performance.
  • Advice from founders and investors.
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"The initial sale is critical, but it's just the tip of the iceberg" - Lincoln Murphy

For SaaS companies, upselling to your existing customers can unlock huge opportunities for growth, enabling you to generate additional revenue with substantially lower customer acquisition costs.

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Depending on who you talk to, Pay Per Click is either a cost-effective lead generation channel, or it's a blackhole of wasted time, energy and money.

Today, I'm demystifying the pros and cons of PPC, and looking at four scenarios where Pay Per Click advertising makes perfect sense for SaaS companies.

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Paid advertising is one of the most powerful tools in a SaaS company's marketing arsenal, especially when you're looking to generate right-fit leads in a relatively small window of time. But PPC is getting more and more competitive, and it's harder than ever to create cost-effective campaigns, and earn a decent ROI.

To help you boost your paid advertising strategy, we've compiled some of our favourite PPC secrets. These are some of the more advanced, SaaS-specific hacks we use - and now you can use them too.

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In the complex and competitive startup scene, founders are constantly on the hunt for any kind of competitive edge. Increasingly, startups look for this edge in the mentor and investor relationships that can be found in an incubator or accelerator.

But what are accelerators and incubators, and is either right to help you grow your startup?

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The health of your SaaS business is directly tied to its ability to retain customers and create recurring revenue. This means championing measurable Customer Success right from Day One: for their benefit, and yours.

Today I’m looking at how your SaaS business can measure Customer Success, to improve customer retention and promote sustainable growth.

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