Blog

How to calculate ROI (return on investment) How to Calculate the ROI of Customer Success Software

Tldr: skip to the bottom to access a spreadsheet that calculates the Return on Investment (ROI) of a Customer Success platform PLUS a quick explainer video on how to use the spreadsheet. Customer Success Platforms (CSPs) are designed to move the needle on Net Revenue Retention (NRR). Improving your rate of NRR directly impacts your […]

Read more
customer onboarding software Best Customer Onboarding Software in 2024

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 […]

Read more
Build a (no-code) NPS tool using Google Workspace Build a (no-code) NPS tool using Google Workspace!

tl;dr – You can put together an NPS survey tool with analytics using Google Forms and Google Workspace. Here’s the form. Here are the results. Many SaaS businesses measure their customers’ experiences by sending Net Promoter Score™ surveys. Even if you haven’t heard of an NPS™ survey before, you have likely seen one: “How likely […]

Read more
Best customer segmentation software Best Customer Segmentation Software to Utilize in 2024

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 […]

Read more
best customer success software Best Customer Success Software for Your CS Department in 2024

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 […]

Read more
top customer retention software Top Customer Retention Software to Reduce Churn in 2024

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 […]

Read more
Expansion revenue Expansion Revenue: Definitions, Metrics, Formulas and Tips

Recurring revenue is essential for any SaaS business. You are probably aware of the fact that customer acquisition is often very expensive, with the risk of getting only a few lukewarm leads. Now, is it possible to cut customer acquisition costs and still generate more recurring revenue? This is precisely what expansion revenue brings to […]

Read more
customer churn rate Customer Churn Rate: Definition, Formulas and Benefits

Although customer churn, losing some customers over time, is perceived as inevitable in certain cases, it is also undesirable among companies. However, every business experiences churn, regardless of its size, quality of customer service and the product itself.  What’s important is how your company responds to churn, whether you fully understand why it happens, and […]

Read more
Best customer success blogs 12 Best Customer Success Blogs in 2024 You Should Follow 

With their aims of transforming new customers into loyal ones, nurturing customer relationships during their entire journey, and driving revenue growth through upsells and cross-sells, customer success teams have become one of the most valuable assets of any SaaS company. And, it’s important to be updated on the latest trends, best practices and strategies in […]

Read more
customer churn analysis What is Customer Churn Analysis and How to Perform It? 

Churn is, unfortunately, an inevitable part of any business, no matter its size, reputation, or customer retention efforts. Some businesses are faced with higher and some with lower churn rates, yet what matters most is determining the primary cause of churn to be able to take effective measures to prevent it. This is precisely where […]

Read more
reasons for customer churn Reasons for Customer Churn and Solutions for Some Scenarios

In SaaS, nurturing strong customer relationships is one of the customer retention strategies for business survival and growth. Still, it seems that no matter how hard you work, there will be some customers who simply decide to leave. Although customer churn is inevitable, certain reasons for it can help you predict it and eventually, reduce […]

Read more
customer success goals Different Customer Success Goals: Which One to Choose?

Nurturing customer relationships, assisting and educating customers during onboarding, pushing upsells and expansion…the list goes on and on. Still, these are just some of the responsibilities of the customer success team. 

Read more