Blog

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.

There is a county in Ireland with a reputation for being cheap (you know who you are ;-)). They say people from this county can peel an orange in their pockets. There’s also a (hopefully) apocryphal tale of a man from the county who eats his dinner in a drawer (if anyone calls around, he […]

Customer experience can ultimately decide whether the customer will be a repeat user of a product or service or a once-off disgruntled customer who no longer wishes to use your services again. In this interesting article by Ola Agbaimoni, she highlights ten facts that every business should know when it comes to customer satisfaction. The article […]

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 […]