Everything Karen Peacock said on any show that made the record, most notable first. Each card names its show and opens the statement there.
Peacock: Great businesses sell 50% of add-on products upfront
“Add-on products are not added on after the fact. They are sold up front. Great businesses sell 50% of their add-ons upfront.”
Peacock: Gross and Net Retention Trump Top-Line ARR for SaaS
“The other two metrics that are just as critical, in fact, arguably more critical to know, are your revenue health. Specifically, your gross revenue retention, or GRR, and your net revenue retention, or NRR.”
Peacock: SaaS NRR Benchmarks: 120% Enterprise, 110% Mid-Market, 100% SMB
“Some of the things that we've seen in terms of benchmarks are for enterprise companies, so B to B SaaS companies selling to the enterprise. You want to have a net revenue retention of a 120% or above. Oftentimes the best companies are way, way above this. If y…”
Peacock: SaaS Companies Should Maintain Core Pricing Metrics for Years
“You want to figure out your pricing metrics that align to the value that you provide your customers, and this is something that you don't want to change often. This is not something that, like, every year a new pricing metric. This is like, think about it deep…”
Peacock: Engaging Website Prospects Drives 82% Higher Average Conversion
“They see 82% on average higher conversion when they engage with prospects on their website.”
Peacock: In-App Engagement Yields 3x to 4x the Rate of Email
“And from engaging with their customers actually in product, in the application, they see three to four times the engagement rate of email.”
Peacock: Segmenting Retention Metrics Uncovers Deeper SaaS Business Insights
“You can look at your revenue health overall, and that's good, but what's even more useful is to break that down by segment, and to figure out your ARR and growth, and importantly, your net revenue retention, gross revenue retention by segment, by product, by t…”
Peacock: Intercom's Aggregate Revenue Once Masked an Underperforming Product Segment
“What we realized when we did that was that we had one product that we were actually very excited about and was growing well that had much weaker revenue health metrics Then the rest of our business, and in fact, the strength of our other products was hiding th…”
Peacock: Fast-Growing Weak-Retention Segments Erode Overall Business Health
“At a minimum, you want to make sure that those do not become an increasing percent of your business, because if those start to grow faster than your other products and become a larger and larger part of your business, that is going to erode the entire, the hea…”
Peacock: Why Intercom's Original Contact-Based Pricing Eventually Broke Down
“At Intercom when we started, we had a very simple pricing metric and we called it total people records, and that basically meant that we charged customers based on the number of contacts that they had in the Intercom database, which was your total people recor…”
Peacock: Benchmark unfamiliar roles by consulting three best-in-class practitioners
“When you're hiring for a role that's new for you, find three people who are considered to be best in class in that particular role.”
the Official SaaStr Podcast 1