Blog

[TLDR … You can watch a webinar I gave covering the same ground as this post at the bottom of the page ] It’s a scary time for SaaS.  With continued pressure from investors to grow in the face of plummeting demand and no real understanding of when or how the economy is likely to […]

Having a solid customer acquisition strategy is a must for any business, yet what counts the most is the business’s ability to keep the current customers satisfied and ready for recurring and bigger purchases. This process is called customer retention and we will be talking about predictive analytics for customer retention, but let’s point out […]

For six years I worked at a company that sold advertising to some of the biggest brands in the world. Maintaining good relationships with customers was essential. A happy customer was worth hundreds of thousands of dollars while an unhappy one was gone forever. We used the best software available to land new accounts and […]

If you are reading this, you are faced with a real challenge. Either you already manage a customer success function and your existing toolset is not fit for purpose, or you have decided to start a customer success department and want to implement the right software as a solid foundation for your Customer Success Managers […]

Figuring out the right customer retention management software to help manage your Customer Retention goals can be tricky. It really comes down to what your specific goals are, what type of market you serve, the customer data you retain and where that data resides. There are some specific types of tools you should consider. Customer […]

Positive customer relationships are the foundation of any SaaS business. Both customer success and customer experience aim to boost customer satisfaction, but they are actually different concepts that address different segments of the customer journey.

How do you make sure you get this process right? Apart from having the right people and the right motivation, it would be remiss not to use the tools you already have or invest in some new ones, such as customer onboarding software so that everything required is being done to ensure your clients expectations […]

In the world of SaaS, customer churn can feel like a constant threat. But what if there was a secret weapon to turn happy trials into loyal customers? Customer success is what you seek, it’s a strategic approach that goes beyond basic support to ensure your users achieve their goals.

Customer satisfaction is the holy grail of any SaaS business. But how do you truly measure it? Enter CSAT and NPS, two powerful metrics that can shed light on your customer experience.

Understanding the differences between customer success and sales in SaaS is crucial for navigating the intricacies of customer retention, satisfaction, and acquisition. Although both departments participate equally to ensure and maintain the business’ sustainability and growth, they work with different methodologies and goals. While customer success focuses on ensuring customers derive maximum value from the […]

How you begin your relationship with customers often dictates how long and successful their relationship with your company will be. Given that SaaS companies need to retain customers for a period of time in order to accrue enough subscription revenues to become profitable, delivering valuable onboarding experiences is essential.

Understanding the fine nuances between customer success and account management will help you consider them as complementary teams that have the same objective on their agenda.  Both account management and customer success teams work towards improving customer satisfaction and loyalty, but their roles in a SaaS environment are quite distinctive.

Having in mind that customer success directly affects customer satisfaction, retention, and the general health of the business, it has become apparent that maintaining sustained SaaS growth depends on it. Thus, it’s essential to track the relevant customer success metrics in SaaS and evaluate the impact of customer success initiatives.

Attracting new customers in SaaS is always exciting, but what really matters is ensuring seamless integration with a product and successful customer onboarding. This critical phase of guiding new users from the first sign-up to becoming proficient users serves as a prime tool for building lasting customer relationships and loyalty, moreover retention. To assess the […]