Blog
How to Nudge Your Way to Customer Success
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.
The Startups’ Guide to Buying Customer Success Software
Who this article is for: SaaS Startups looking to purchase Customer Success (CS) software but limit their spend to under $300 per month. “Thanks for reaching out, unfortunately we don’t feel you’re a fit at this present time…” . Startups looking to invest in Customer Success software hear this all the time! The vendor’s SDR takes one […]
AirBnBootstrap: Moving Abroad to Stretch the Runway
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 […]
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 […]
As a Startup: How Quickly Can You Implement a Customer Success Software Platform?
As a startup you don’t have the luxury of behaving like an Enterprise business and spending months (or longer) on implementing software that is going to be key to your growth, you’re also likely looking for less complex and expensive tools with the agility to match your own. There are 2 elements to how long […]