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Calculating customer health scores is a necessary (and transformative) step in building a strong Customer Success program for Software-as-a-Service (SaaS) companies. Below I review what health scoring in SaaS is all about and identify the variables you should consider when building your customer health scoring model.

I’ve been involved with Customer Success Software for a while now and sometimes I make the mistake of thinking everyone understands what Customer Success is all about  . So, to clarify, here is what I think about when I think about Customer Success… In SaaS, REVENUE COMPOUNDS, this is the 9th wonder of the world […]

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 […]

The SaaS community can now find Akita’s Customer Success platform through the Tekpon software review platform. The listing can be found HERE. If you are looking for Customer Success software and need to understand which platforms might suit your use case or fit your profile or budget, visiting Tekpon.com allows you to browse through the […]

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 […]

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?

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 […]

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.

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