This Week in Startups Growth & Retention: Why Subscription is the Holy Grail | Customer Basics with Salesforce’s Tiffani Bova | E1311
9 snips
Oct 25, 2021 
Tiffani Bova, Global Growth and Innovation Evangelist at Salesforce, shares her expertise on customer growth and retention. She emphasizes measuring customer health and the dangers of high churn. Tiffani highlights the value of nurturing existing customers over chasing new ones and discusses the importance of customer experience in brand loyalty. Plus, she reveals how saying 'no' can build trust and lead to sustainable growth. With real insights and case studies, her advice is gold for startups navigating subscription models.
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Retention in SaaS
- SaaS businesses benefit from recurring revenue, providing consistent income.
- Focus on customer retention alongside acquisition to maximize growth.
Churn Story
- Tiffani Bova recounts managing a $120M web hosting subscription business.
- High churn due to expiring credit cards was solved by proactive messaging.
Upselling and Cross-selling
- Focus on upselling and cross-selling to existing customers.
- Proactively address potential churn factors like expiring credit cards.
