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customer success and the hospital pass Customer Success and the Hospital Pass

“Hospital pass” is a term used in several football codes to describe a pass that subjects the recipient to heavy contact, usually unavoidable, from an opposing player — the expression implying that the recipient of the pass could end up in hospital. (Wikipedia). To throw (someone) under the bus is an idiomatic phrase in American English meaning to sacrifice a friend […]

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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 […]

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how we improved with the new Akita App How We Improved with the New Akita? Pricing, Support Segments

We launched Akita in 2018 with the goal of making effective Customer Success Management software that was affordable for small businesses. By most measurements, it was a success. We had a rapidly growing customer base (and revenue) and our customers loved us. Despite this, we decided it wasn’t working. At least, not as well as […]

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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 […]

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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 […]

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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 […]

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saas customer success department How to Start a SaaS Customer Success Department?

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.

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customer success plan  What is a Customer Success Plan and How to Create it?

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. 

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customer onboarding statistics 15 Customer Onboarding Statistics and Trends in 2024 to Note

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 […]

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how to become a customer success manager How to Become a Customer Success Manager: All You Need to Know

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. 

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Voice of the customer best practices Voice of the Customer Best Practices and Tips in 2024

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 […]

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what is product discovery What Is Product Discovery: Definition, Benefits and How to Do it?

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 […]

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