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Customer Satisfaction and Retention: Definitions and Differences 
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 […]
What Happened at SaaSiest 2023 (What I’ll Do Different Next Year) Does taking over 30 thousand steps in 2 days justify eating doughnuts for breakfast? I hope so … my feet are sore but I’m feeling optimistic after spending 2 days at SaaS Nordic’s Saasiest2023 conference in Malmo, southern Sweden. I attended to get a live sense of how SaaS companies are feeling about the technology […]
Customer Experience: The Facts Customer experience can ultimately decide whether the customer will be a repeat user of a product or service or a once-off disgruntled customer who no longer wishes to use your services again. In this interesting article by Ola Agbaimoni, she highlights ten facts that every business should know when it comes to customer satisfaction. The article […]
How to Calculate Customer Retention Rate? (+ Benefits) In SaaS, customer retention stands as a key indicator of sustained success. When you understand how to measure and improve customer retention rates, you can secure your business lasting customer loyalty, sustained growth, and a better market position.
What is Retention Rate: A Complete Guide SaaS thrives on ongoing relationships, where delivering value and ensuring continuously high levels of satisfaction are vital for revenue growth and sustainability. Ultimately, when it comes to long-term success, holding onto your customers can be more important than acquiring them. For that reason, you should know what is the retention rate so you can be on […]
Customer Retention Analysis: A Guide for SaaS Businesses The ability to sustainably grow revenues from your existing customer base is essential to thesurvival of SaaS companies in 2024. To do this, you first need to retain your customers. This requires a deep understanding of what it is about your product, service, or brand that drives customers to continue investing over time.Customer retention analysis […]
What is Customer Retention Cost and How to Reduce It? It can take time for a SaaS or subscription company to achieve profitability with a customer. As only part of the revenue is realized up front, much effort is required to ensure sufficient future revenue is earned. You may wonder “What is Customer Retention Cost (CRC)?” — It’s the associated cost of serving the customer […]
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 […]
Creating a Solid Customer Success Onboarding Process It’s a SaaS industry truism that customers who experience positive and successful onboarding are much less likely to churn and are more likely to invest more in your solution over time. The converse applies for customers whose onboarding experience is sub-optimal. So how do we define what a successful customer success onboarding process looks like […]