Blog
Customer Success and the Hospital Pass
“Hospital pass” is a term used in several football codes to describe a pass that subjects the recipient to heavy contact, usually unavoidable, from an opposing player — the expression implying that the recipient of the pass could end up in hospital. (Wikipedia). To throw (someone) under the bus is an idiomatic phrase in American English meaning to sacrifice a friend […]
5 Distraction Crushing Ideas for Busy Customer Success Managers
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.
Buzz and Customer Loyalty
Here is a great article by Michah Solomon on Forbes about customer loyalty.
Build a (no-code) NPS tool using Google Workspace!
tl;dr – You can put together an NPS survey tool with analytics using Google Forms and Google Workspace. Here’s the form. Here are 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 […]
The New Akita
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, […]
How to Succeed with a Small Customer Success Team
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 […]
What I Think About When I Think About Customer Success
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 […]
Buying Customer Success Software? Who Needs to Be Involved?
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 …
Is the Customer Journey Over?
Customer journey modelling and a belief in the efficacy of applying a structured journey to customer engagement through time is deeply ingrained in SaaS culture. That Customer Journeys deliver greater Customer Lifetime value is an article of faith for many. Why is this? Is it time to look to some other, better way of maintaining […]