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[Update 7th February 2022 – If you are a quota carrying CSM, check out our FREE tool to help you figure out how to achieve your sales target]. CSMs from over 90 SaaS firms participated in our 2016 Customer Success Managers Survey. Over the next few weeks, I will be reflecting on some of the […]

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 […]

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 […]

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 […]

Customer retention and satisfaction are intrinsically linked. If you fail to maintain high levels of customer satisfaction, your retention levels will suffer, reducing revenues and profitability and forcing you to invest even more heavily in attracting new business. Conversely, driving up customer satisfaction makes life significantly easier for any SaaS business, with improved revenues, referrals, […]

Figuring out the right customer retention management software to help manage your Customer Retention goals can be tricky. It really comes down to what your specific goals are, what type of market you serve, the customer data you retain and where that data resides. There are some specific types of tools you should consider. Customer […]

In the ever-changing and relentless world of e-commerce, it seems like each new customer is a blessing. However, getting them to love your brand and come back to it frequently requires not only impeccable service and integrity but also a set of certain promotional skills and a lot of patience. This is why once this […]

Having a community of loyal customers who identify with a brand and come back to it regularly is the backbone of any successful business. However, that would be difficult without constructing a clear plan to keep them for as long as possible. Being able to understand your customers’ level of satisfaction and behavior at a […]

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 […]