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![Customer Satisfaction and Retention](https://akitaapp.com/wp-content/uploads/2023/12/Customer-Satisfaction-and-Retention.png)
Having trouble differentiating customer satisfaction and retention? Simply put, while measurable, customer satisfaction is subjective and experiential. Retention, however, is an objective, observable, and measurable phenomenon. You either retain a customer or you don’t. It’s clear. The satisfaction a customer feels, however, can change due to a real issue with the software or how that […]
![Who ruined my renewal](https://akitaapp.com/wp-content/uploads/2015/09/Who-ruined-my-renewal-1.png)
I had one of my regular conversations with a Customer Success Manager (CSM) recently. For the uninitiated, CSMs are the new breed of customer account managers tasked with increasing renewal rates and contract sizes at SaaS businesses.
![Reimagining Customer Intelligence](https://akitaapp.com/wp-content/uploads/2014/08/Reimagining-Customer-Intelligence.png)
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 […]
![Best customer segmentation software](https://akitaapp.com/wp-content/uploads/2024/04/Best-customer-segmentation-software.png)
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 […]
![best customer success software](https://akitaapp.com/wp-content/uploads/2024/02/best-customer-success-software-1.png)
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 […]
![top customer retention software](https://akitaapp.com/wp-content/uploads/2023/11/top-customer-retention-software.jpg)
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 onboarding statistics](https://akitaapp.com/wp-content/uploads/2024/06/customer-onboarding-statistics.png)
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 […]
![how to become a customer success manager](https://akitaapp.com/wp-content/uploads/2024/06/how-to-become-a-customer-success-manager.png)
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.
![Voice of the customer best practices](https://akitaapp.com/wp-content/uploads/2024/06/Voice-of-the-customer-best-practices.png)
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 […]
![what is product discovery](https://akitaapp.com/wp-content/uploads/2024/06/what-is-product-discovery.png)
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 […]
![What is customer stickiness](https://akitaapp.com/wp-content/uploads/2024/06/What-is-customer-stickiness.png)
Although customer churn and retention are the most important metrics that help you assess the overall health of your business, they often fail to explain why customers leave or stay with you. This is precisely where customer stickiness can help you. To answer the question “What is customer stickiness?” with ultimate precision, we must thoroughly […]
![Customer success books](https://akitaapp.com/wp-content/uploads/2024/06/Customer-success-books.png)
Customer success is the backbone of a successful SaaS business. The way your CS team manages and nurtures customer relationships often determines the size and quality of your customer base and, therefore, affects revenue and growth. A smart customer success manager knows very well that customer success is a dynamic and ever-changing field where continuous […]