Blog
The $99 Sales Stack – How to Prospect on a Budget 
We’re a Customer Success company. The first rule of Customer Success is to avoid acquiring bad-fit customers. This begins at the prospecting stage.
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 […]
Buzz and Customer Loyalty 
Here is a great article by Michah Solomon on Forbes about customer loyalty.
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.