How To Simplify Your Scheduling with AI Calendarfly The Hassle-Free Online Bo...
How to Maintain >140% Customer Retention with Dooly's CEO and Head of Customer Success
1. How to Maintain >140%
Customer Retention
Secrets to reducing churn through relationships
Do not place text, or graphics
in any of the red space
Your faces will be
here
Logo Overlays will
be here
DO NOT DELETE
SaaStr Team will delete these
guides in review.
Kris Hartvigsen
CEO
Dooly
Ellie Hutton
Head of CS
Dooly
2. SaaS Industry
Benchmarks
Do not place text, or graphics
in any of the red space
Your faces will be
here
Logo Overlays will
be here
DO NOT DELETE
SaaStr Team will delete these
guides in review.
3. Customer Churn
SaaS industry average: 4.79%
Dooly: 2%
Net Retention Rate (total revenue - revenue churn)
SaaS industry median: 100% (90% = good for SMB, 125 = good for enterprise)
Dooly: 129%
Net Promoter Score (NPS)
SaaS industry average: 41 (40 = good, 50 = great, 65 = milestone)
Dooly: 65
SaaS Retention Benchmarks
Do not place text, or graphics
in any of the red space
Your faces will be
here
Logo Overlays will
be here
DO NOT DELETE
SaaStr Team will delete these
guides in review.
Sources: https://recurly.com/research/churn-rate-benchmarks/,
https://www.klipfolio.com/metrics/saas/net-revenue-retention-rate
4. Customer Churn
SaaS industry average: 4.79%
Dooly: 2%
Net Retention Rate (total revenue - revenue churn)
SaaS industry median: 100% (90% = good for SMB, 125 = good for enterprise)
Dooly: 129%
Net Promoter Score (NPS)
SaaS industry average: 41 (40 = good, 50 = great, 65 = milestone)
Dooly: 65
SaaS Retention Benchmarks
Do not place text, or graphics
in any of the red space
Your faces will be
here
Logo Overlays will
be here
DO NOT DELETE
SaaStr Team will delete these
guides in review.
Sources: https://recurly.com/research/churn-rate-benchmarks/,
https://www.klipfolio.com/metrics/saas/net-revenue-retention-rate
5. Customer Churn
SaaS industry average: 4.79%
Dooly: 2%
Net Retention Rate (total revenue - revenue churn)
SaaS industry median: 100% (90% = good for SMB, 125 = good for enterprise)
Dooly: 129%
Net Promoter Score (NPS)
SaaS industry average: 41 (40 = good, 50 = great, 65 = milestone)
Dooly: 65
SaaS Retention Benchmarks
Do not place text, or graphics
in any of the red space
Your faces will be
here
Logo Overlays will
be here
DO NOT DELETE
SaaStr Team will delete these
guides in review.
Sources: https://recurly.com/research/churn-rate-benchmarks/,
https://www.klipfolio.com/metrics/saas/net-revenue-retention-rate
6. You can *doo* it, too.
Do not place text, or graphics
in any of the red space
Your faces will be
here
Logo Overlays will
be here
DO NOT DELETE
SaaStr Team will delete these
guides in review.
7. Earn the right to grow!
Necessary for PMF & PLG.
Be one persona’s favorite.
Be Customer First
Do not place text, or graphics
in any of the red space
Your faces will be
here
Logo Overlays will
be here
DO NOT DELETE
SaaStr Team will delete these
guides in review.
8. Vision, Goals and Good Humans
● Rally company around customer-centric PMF + growth goals.
● Define clear vision and path to get there.
● Make metrics visible.
● Help everyone know their impact.
● Beware of department silos and jerks.
● Invest early in product and CS. Do not place text, or graphics
in any of the red space
Your faces will be
here
Logo Overlays will
be here
DO NOT DELETE
SaaStr Team will delete these
guides in review.
9. Delight! Build human connections
Do not place text, or graphics
in any of the red space
Your faces will be
here
Logo Overlays will
be here
DO NOT DELETE
SaaStr Team will delete these
guides in review.
10. Invest in data early.
Instrument your product properly.
Get a single source of truth.
Self serve.
Need clean data for your board,
metrics, segmentation, signals,
experiments, and billing.
Data … go geek out
Do not place text, or graphics
in any of the red space
Your faces will be
here
Logo Overlays will
be here
DO NOT DELETE
SaaStr Team will delete these
guides in review.
11. Build Repeatable Playbooks
No “slipping through the cracks.”
Avoid churn with processes:
✅ Develop playbooks for new to renew
✅ Standardize your CX delivery
✅ Nail internal handovers
✅ Separate to AM for “hard conversations”
✅ Reminder: Easy data for risk signals! Do not place text, or graphics
in any of the red space
Your faces will be
here
Logo Overlays will
be here
DO NOT DELETE
SaaStr Team will delete these
guides in review.
12. If it’s not working...
Go back to step 1.
You didn’t put the customer at the center.
P.S. It’s okay to let non-ICP customers go.
Do not place text, or graphics
in any of the red space
Your faces will be
here
Logo Overlays will
be here
DO NOT DELETE
SaaStr Team will delete these
guides in review.
13. 1. Be customer first.
2. Set a vision, goals, and be good humans.
3. Delight! (ahem, *doolight*) to build human connections.
4. Self-self internal data.
5. Build repeatable playbooks.
If it’s not working. Go back to #1.
For >140% customer retention...
Do not place text, or graphics
in any of the red space
Your faces will be
here
Logo Overlays will
be here
DO NOT DELETE
SaaStr Team will delete these
guides in review.
14. THANK YOU
Do not place text, or graphics
in any of the red space
Your faces will be
here
Logo Overlays will
be here
DO NOT DELETE
SaaStr Team will delete these
guides in review.