ICONIQ Growth recently published their "Essential Go-to-Market (GTM) Board Slides", which includes the categories and metrics that they recommend be included in the GTM portion of the board deck. The template includes slides for the each category of GTM metrics they recommend including:GTM ScorecardIdeal Customer ProfileARR FunnelLogo VelocityRevenue and Logo RetentionWin/Loss AnalysisPipelineLead and Funnel ConversionSales Capacity and ProductivityTeam Update and PlanningDave "CAC" Kellogg and Ray "Growth" Rike identify and discuss their perspectives on the top slides in the template, while also highlighting a couple of additional slides that would be valuable.If you are a GTM leader, or a CEO or CFO looking on refining and optimizing the GTM portion of your board deck, this episode is full of good ideas and insights.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The Metrics Brothers, Dave Kellogg and Ray Rike from Common Paper, discuss the latest SaaS/Cloud Master Service Agreement benchmarks including contract length, payment terms, liability limits, data privacy, and insurance requirements. They also share insights on negotiating strategies, vendor-customer relationships, and design partner agreements.

Nick Mehta, CEO of Gainsight joins Dave "CAC" Kellogg and Ray "Growth" Rike to discuss all things Customer Success and metrics! This is a "special episode" that combines deep Customer Success (CS) expertise with moments of light humor, pop culture references, and SaaS industry insider insights!Topics discussed and benchmarks shared during this episode include:ARR per CSMCustomers per CSMCustomer Success Reporting RelationshipsExpansion ARR and Renewal ResponsibilityCSAT or NPSFurther into the episode, additional topics covered include:Priority Outcome Metrics for CSPrimary Leading Indicators for CSCustomer Verified OutcomesThere has been a lot of talk across the industry regarding the future of Customer Success, including if Customer Success as a function is needed which was highlighted in Frank Slootman's book "Amp it Up".If you have a Customer Success team, are considering how to invest in Customer Success, or are just looking for an entertaining 20-minute conversation chalked full of great insights and a laugh or two this episode is a GREAT listen!See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Dave "CAC" Kellogg and Ray "Growth" Rike discuss the top metrics for a Customer Service organization that span the top three goals of CS including resolving, deflecting, and/or preventing cases.During this episode, we lean heavily on CAC's background as a technical support agent for the first two years of his career, and then as the head of the Salesforce Service Cloud.The primary job of Customer Service (Customer Support) including the three below macro-level goalsResolve CasesDeflect CasesPrevent CasesWhat are the top metrics to measure the performance of Customer Service while ensuring a high level of customer satisfaction?:Cases per Agent (while maintaining a 4.5 CSAT score)CSAT Time to Resolution (mean is not as valuable - have a max)First call resolutionThere are many nuances to the above metrics including the type of call (how-to or bug fixes), the ability to effectively deflect calls that solve the customer issue, and how to measure the longer-term impact of preventing inbound cases over time.If you are thinking about or currently evaluating your customer service (customer support) performance metrics, this is a great conversation that covers a wide range of metrics, goals, and priorities for any customer service organization in a B2B technology business.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The hosts discuss top metrics for Professional Services in a B2B SaaS company, emphasizing revenue, gross margin, utilization rates, and capacity. They highlight the role of PS in maximizing ARR and customer value, rather than just revenue or margin. Strategies for successful deployment, revenue optimization, and measuring utilization metrics are also explored, providing insights on enhancing customer adoption and revenue growth in SAS companies.

Dave "CAC" Kellogg and Ray "Growth" Rike discuss the top metrics for a Chief Customer Officer to use presenting to the board and to report to the executive team when the CCO has responsibility for: 1) Customer Success; 2) Professional Services and; 3) Customer SupportNet Revenue RetentionGross Revenue RetentionCustomer Health ScoreBillable PS RevenueBillable UtilizationGross MarginCases per AgentPost Case Closed CSATDeflectionsThose these are the high level metrics for a CCO, each function will have more detailed lagging and leading indicator metrics that Dave and Ray will cover in subsequent episodes of SaaS Talk with the Metrics Brothers.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

What are the top metrics for a Chief Marketing Officer to use when presenting to the board of directors and in a Quarterly Business Review. Dave "CAC" Kellogg and Ray "Growth" Rike discuss the below top 7 CMO metrics during this episode:Marketing Sourced Pipeline GenerationMarketing Sourced Pipeline ConversionDay 1 Pipeline CoverageDemand Generation Cost per OpportunityBrand AwarenessWebsite VisitorsSales CSATDave recently wrote a detailed blog article on this topic which can be read by clicking here."CAC" is a huge fan of the phrase "Marketing creates pipeline that closes" and dives into the detail of the top Marketing metrics during this episode.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Metrics brothers, Dave and Ray, discuss the top 5 crucial metrics for Chief Revenue Officers in 2024, including ARR, pipeline performance, net revenue retention, CAC ratio, and CLTV:CAC ratio. They emphasize the importance of these metrics for revenue growth across the customer lifecycle and distinguishing CROs from SVP/VP Sales. The episode provides insights into strategic decision-making and driving revenue growth for companies.

Rule of 40 has been the standard metric B2B SaaS investors and operators have used to measure balanced growth...will the Rule of 40 be surpassed by the new Rule of X recently created by Bessemer Ventures? Join Dave "CAC" Kellogg and Ray "Growth" Rike as they discuss the details about the Rule of X including:Foundational calculation formula for the Rule of XHow to find the "Growth Weighted" M in the formulaWhat is a good "Rule of X" scoreThe Rule of 40 has been around for over a decade - but it was missing one key variable....which is more important growth or profitability? Beyond that, if one variable is more important what are the respective weights of Growth and Profit?CAC and Growth have a little fun while diving deep into the details behind the Rule of X and the Rule of 40.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

How the Enterprise Value of a SaaS company impacted by growth rate is the topic of today's conversation with Dave "CAC" Kellogg and Ray "Growth" Rike - the result is a new metric named "ERG" - the Enterprise Value to Revenue to Growth Rate Multiple.During this episode, Dave and Ray highlight several leading public, B2B Cloud companies and how their Enterprise Value to Revenue multiples are impacted when the growth rate is factored in. With a public Cloud/SaaS company median growth rate of 21%, the median Enterprise Value to Revenue multiple of 6.1x and a median ERG of .31 - what does that mean when the ERG is calculated for public Cloud companies such as Workday, Twilio, Domo, ZoomInfo and Hubspot?If you are interested in how growth rate impacts enterprise value in a B2B Cloud company - this episode is a great listen!See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.