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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 […]

[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 […]

At Akita, we love when companies look after their customers well. In the first of a two-part series, we look at the Irish cable and broadband provider: UPC Ireland (Now Virgin Media).

Wondering what is customer retention, right? Customer retention simply means holding onto your existing customers. The problem is, however, that it’s not always a simple process to identify, understand, measure, and improve the rate at which you retain customers. 

First impressions are powerful in business. They can easily deter an interested party or can create a strong bond that will last for years. Having a great onboarding process goes beyond providing new customers with guidelines on how to use your product or service. It is a way to develop long-term relationships where customers feel […]

How do you accurately predict whether a customer will be successful using your solution and whether you will meet your long-term goal of maximizing profit from this customer?  Unfortunately, the onboarding process is different for every vendor and every customer. So building a successful, repeatable process is not an easy task.

Wondering what is customer segmentation analysis and how it can help with your customer base? Imagine your customers all had the same profile, the same goals with your solution, used your software in exactly the same way, bought the same number of licenses and engaged with your sales, support, and customer success teams identically.  Imagination […]

If you’re like me, then you can’t help but sing into a hairbrush when you listen to music. However, when I’m in public, I spare everyone the free concert and opt for a podcast instead.

Having a solid customer acquisition strategy is a must for any business, yet what counts the most is the business’s ability to keep the current customers satisfied and ready for recurring and bigger purchases. This process is called customer retention and we will be talking about predictive analytics for customer retention, but let’s point out […]