Blog

What are Customer Segments? Customer Segments are groups of customers created in order to apply separate engagement strategies. You’ve heard the term “all customers are equal”, well, that’s just ridiculous. Some are more valuable to you than others and they are all different, be it in their profile, how they consume your solution or what […]

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.

Akita can fairly be described as a “capital-efficient” startup. Early last year I was accepted into an early-stage accelerator in Dublin, Ireland which invested €20,000 to help get things started. On top of this, we joined Amazon’s Activate program which provided $15,000 in hosting and support credits for AWS. I’d say I probably kicked in another €10,000 of […]

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.