Blog
Important Customer Retention Metrics and How to Interpret Them
A laser focus on retention is at the heart of any sustainably successful SaaS business. The ability to keep existing customers coming back year after year while at the same time continuing to add new customers has a profound and compounding effect on your revenues. In order to achieve an elite level of retention, you […]
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.
UPC + Social Media = Excellent Customer Service
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).
What Happened at SaaSiest 2023 (What I’ll Do Different Next Year)
Does taking over 30 thousand steps in 2 days justify eating doughnuts for breakfast? I hope so … my feet are sore but I’m feeling optimistic after spending 2 days at SaaS Nordic’s Saasiest2023 conference in Malmo, southern Sweden. I attended to get a live sense of how SaaS companies are feeling about the technology […]
Framework for Delivering Customer Support in a SaaS Environment
We sometimes share content from partner companies. Below, Patryk Kępa from Elastic Email discusses their framework for delivering Customer Support in a SaaS environment. How do we at Elastic Email, successfully communicate with customers to help maintain long-term valuable relationships?
How to Calculate the ROI of Customer Success Software
Tldr: skip to the bottom to access a spreadsheet that calculates the Return on Investment (ROI) of a Customer Success platform PLUS a quick explainer video on how to use the spreadsheet. Customer Success Platforms (CSPs) are designed to move the needle on Net Revenue Retention (NRR). Improving your rate of NRR directly impacts your […]
A Practical Guide to Customer Health Scoring
As part of a series of short [15-minute] demo/webinars to address some of the key topics in Customer Success. We delivered a session entitled to customer health scores.
Achieving a 360 Degree Customer View [video]
As part of a series of short [15-minute] demo / webinars to address some of the key topics in Customer Success. We delivered a session focused on … The 360 Customer View … In less than 15 minutes, we looked at
Akita’s 15 Minute Demo Series
Join team Akita for a series of 15-minute, no-nonsense, speed demos Register Below. We will examine how Customer Success technology can help CSMs move from a complex world of siloed data and manual processes to a place where managing customers is simple.