Blog
Do Small SaaS Startups Need Dedicated Customer Success Software?
Maybe, maybe not, but the fact that you are a Startup is not the reason to avoid it. Plus, you probably don’t plan on staying small … don’t make your decision purely on budget — while there are CS software vendors out there that require $50k+ annual up-front payments, a Startup can acquire an excellent solution for […]
Who Needs to Be Involved When Buying Customer Success Software?
Implementing a Customer Success platform will resonate across the business so the CEO should make the ultimate call on where to invest but who else should have oversight of or influence on the decision …
Why and How CSMs Should Segment Their Customer Base
We all know that it is important to segment your customer base in Customer Success… But why? Like all things in business, the ultimate answer is—to generate more revenue. But how?
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 […]
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 […]
Improving Customer Retention with Journey Analytics
There are times in any physical journey when you are partly or largely under the control of (or at the mercy of ) an external service provider. Did the train arrive on time? Was there a free seat? Did you have to wait for your airport transfer? Was there a queue at airport security? Was […]
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 […]
Customer Retention Models for SaaS
Acquiring new customers is no easy task in today’s economy. Because it is so challenging, the sustainability of your business will depend on how successful you are at retaining customers and retaining your existing revenue streams. Building customer retention models for SaaS businesses that will maximize revenue retention, improve customer satisfaction and loyalty, and reduce […]
Customer Retention Strategies for SaaS
The SaaS market is filled with impeccably designed and developed tools that can resolve almost any problem. However, presenting your customers with a great tool and service is not enough to keep them coming back.