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Customer retention metrics Important Customer Retention Metrics and How to Interpret Them

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 […]

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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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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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How to Calculate customer retention rate 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.

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what is retention rate 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 […]

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Customer Retention Analysis 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 […]

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What is customer retention cost 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 […]

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Customer success onboarding process 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 […]

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Customer Segmentation vs Market Segmentation Customer Segmentation vs. Market Segmentation

Segmentation strategies play a crucial role in understanding and targeting audiences in any SaaS business. In the myriad of segmentation approaches, two methods stand out as the most efficient: customer segmentation and market segmentation. Although often used interchangeably, the given strategies have different purposes and methodologies, but they can both significantly impact a company’s growth […]

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