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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 […]

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.

If there is one thing that sets Akita apart from its competitors in Customer Success software, it is our ability to ingest data from virtually any data source a customer may have. This includes: If the data is out there, Akita can usually import it and use it to transform your Customer Success department into […]

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