Blog

best customer success software Best Customer Success Software for Your CS Department in 2024

If you are reading this, you are faced with a real challenge. Either you already manage a customer success function and your existing toolset is not fit for purpose, or you have decided to start a customer success department and want to implement the right software as a solid foundation for your Customer Success Managers […]

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evolution of customer success An Organizational Evolution of Customer Success

As I write, there are over 9000 “Customer Success” jobs advertised on the LinkedIn platform. Companies are getting wise to the role that customer retention and upsell have to the bottom line and are now hiring accordingly. The growing trend is to create a dedicated Customer Success department filled with well-compensated Customer Success Managers (CSMs) and […]

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how we improved with the new Akita App How We Improved with the New Akita? Pricing, Support Segments

We launched Akita in 2018 with the goal of making effective Customer Success Management software that was affordable for small businesses. By most measurements, it was a success. We had a rapidly growing customer base (and revenue) and our customers loved us. Despite this, we decided it wasn’t working. At least, not as well as […]

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What Happened at SaaSiest 2023 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 […]

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Framework for delivering customer support in SaaS industry 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?

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How to calculate ROI (return on investment) 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 […]

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Video Guide to Customer Health Scoring 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.

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Achieving a 360 Degree Customer View 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

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Akita App 15-minute demo series 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.

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