Blog

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 […]

Join team Akita for a series of 15-minute, no-nonsense, speed demos Register Below. We will examine how Customer Success technology can help CSMs move from a complex world of siloed data and manual processes to a place where managing customers is simple.

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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.