Blog
Customer Satisfaction and Retention: Definitions and Differences
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 […]
How to Reduce Customer Churn: All You Need to Know
Customer churn is both a phenomenon and a critical metric. It describes the process of customers deciding to stop using or paying for your product or service. Churn’s impact is felt most keenly in subscription or SaaS companies where there is an imperative to retain customer relationships for as long as possible. How successful you […]
Why (and How) Customer Success Managers Should Segment Their Customer Base
We all know that it is important to segment your customer base in Customer Success… But why? Like all things in business, the ultimate answer is—to generate more revenue. But how?
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 […]
Do Small SaaS Startups Need Dedicated Customer Success Software?
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 […]
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 […]
