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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 […]

Whether you are an Enterprise SaaS looking to manage staffing costs or a rocketship startup with a tsunami of customers and few resources to manage them, the automation a Customer Success platform can deliver will ensure you can minimize your hiring while maximizing the value each Customer Success Manager can deliver. It comes down to […]

In a previous post, we looked at How We Built More Than 100 Customer Success-Integrations between Akita and apps like Hubspot, Salesforce, Intercom and Zendesk. We outlined our 3-step process for keeping data in sync: Schedule, Retrieve, and Process. The Scheduler kicks everything off and is responsible for determining which data needs retrieving at any […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]