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Tldr: skip to the bottom to access a spreadsheet that calculates the Return on Investment (ROI) of a Customer Success platform PLUS a quick explainer video on how to use the spreadsheet. Customer Success Platforms (CSPs) are designed to move the needle on Net Revenue Retention (NRR). Improving your rate of NRR directly impacts your […]

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 […]

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 […]

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.

A substandard onboarding experience is heavily linked to higher levels of customer churn. Conversely, customers who are onboarded successfully, having had their expectations met or exceeded, are primed to be long-term customers, grow their investment with your company, and be strong advocates for your brand. It all starts with understanding your customers’ desired outcomes and […]