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Customer journey modelling and a belief in the efficacy of applying a structured journey to customer engagement through time is deeply ingrained in SaaS culture. That Customer Journeys deliver greater Customer Lifetime value is an article of faith for many. Why is this? Is it time to look to some other, better way of maintaining […]

A laser focus on retention is at the heart of any sustainably successful SaaS business. The ability to keep existing customers coming back year after year while at the same time continuing to add new customers has a profound and compounding effect on your revenues. In order to achieve an elite level of retention, you […]

This blog post represents the start of what will most certainly be an exciting journey. While clicking “Publish” only took a single click, the action marked the end of one phase of my life and the beginning of a new and exciting phase.

Understanding customers at scale has come a long way. Back in the day, companies used simple attributes to carve up their customer base in some way to apply different resources to support and/or expand those customers. Boy was it blunt though! Generally, it never got far beyond segmenting your account list by their spending or […]

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 […]

Customer success is about doing all you can to help your customers succeed with your SaaS product. A well-functioning customer success department can improve customer retention and satisfaction and drive revenue growth. Therefore, having a customer success department in SaaS can help you succeed.

Your business’ success depends on the success of your customers. If you help your customers achieve their goals with your product, you’ll also help your business grow and increase revenue. 

In the SaaS world today, each lead you turn into a customer is a call for celebration. Still, to ensure them a smooth journey and success with your product, it is crucial to first help them understand how they can use your product or service effectively to get all the benefits they offer in the […]

Nowadays, it seems that acquiring each new customer calls for celebration. Yet, their choosing you over competition is merely the beginning of a beautiful friendship, as retaining them is equally, or usually even more, difficult. 

When we aim to understand someone or something, the first step is to listen or observe carefully. The same rule applies for customers.  If you wish to truly meet your customers and understand their concerns and goals, you must not only solicit and gather their feedback but also act on it. This is precisely what […]

Developing, launching and promoting a new product or feature is not only time and energy-consuming but also expensive. This is why frustration is inevitable if the new feature of a product goes unnoticed or unused.  To avoid that, companies must first understand market trends and customer needs to be able to create products that address […]