Jason M. LemkinCEO, SaaStr · Co-Founder of SaaStr AI, SaaStr Fund, Adobe Sign

Rob Bernshteyn, CEO of Coupa, on Customer Retention

26 May 2018 · 1 min

Watch on YouTube

0:44

Rob Bernshteyn (Coupa CEO) discusses the industry-wide shift to SaaS — which he frames as "value as a service" — and emphasizes that delivering continuous value enables long-term customer retention. He warns against losing sight of individual customers while scaling (from companies with a few hundred employees to multinationals with tens of thousands of users) and frames customer lifetime retention as a central metric/goal.

Chapters

This change to a SaaS, or what I what I like to call value as a service model, is once in a lifetime, right? I mean, you want to try to keep your customers forever, and if you're able to deliver value for them, you should be able to keep them forever. So I want to make sure that with everything we do, with all the desires to go from 1 to 10 to 10 to 50, and all the things that we talk about in terms of scaling SaaS to not lose sight of each individual customer and the value that we could deliver for them. And I think that's one of the areas that's very important to me, and we're trying to do it that way. From customers that are a few hundred employees to huge multinationals with tens and tens of thousands of users.