Blog

As part of a series of short [15-minute] demo / webinars to address some of the key topics in Customer Success. We delivered a session focused on … The 360 Customer View … In less than 15 minutes, we looked at

Richard Thaler and Cass Sunstein’s bestselling book, ‘Nudge’, is a fascinating introduction to behavioral economics and its lessons are particularly relevant in Customer Success Management.

As I write, there are over 9000 “Customer Success” jobs advertised on the LinkedIn platform. Companies are getting wise to the role that customer retention and upsell have to the bottom line and are now hiring accordingly. The growing trend is to create a dedicated Customer Success department filled with well-compensated Customer Success Managers (CSMs) and […]

tl;dr – In this article we share a FREE tool to help you hit your expansion quota. There are strongly held views about whether Customer Success Managers should be selling to their customers. Whatever side of the argument you stand on, the fact remains that a lot of companies set their CSMs a sales target. […]

tl;dr – You can put together an NPS survey tool with analytics using Google Forms and Google Workspace. Here’s the form. Here’s 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 are […]

Managing customers can be all-consuming work. It doesn’t help that the online world is conspiring to steal your attention away and cripple your productivity. Below are 5 practical steps you can take to make your days more productive.

Out with the old… 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, […]

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 […]

I’ve been involved with Customer Success Software for a while now and sometimes I make the mistake of thinking everyone understands what Customer Success is all about  . So, to clarify, here is what I think about when I think about Customer Success… In SaaS, REVENUE COMPOUNDS, this is the 9th wonder of the world […]