Blog

How Quickly As a Startup Can You Implement a CS Platform?

As a startup you don’t have the luxury of behaving like an Enterprise business and spending months (or longer) on implementing software that is going to be key to your growth, you’re also likely looking for less complex and expensive tools with the agility to match your own. There are 2 elements to how long […]

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Who ruined my renewal OK, who ruined my renewal?

I had one of my regular conversations with a Customer Success Manager (CSM) recently. For the uninitiated, CSMs are the new breed of customer account managers tasked with increasing renewal rates and contract sizes at SaaS businesses.

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Build a (no-code) NPS tool using Google Workspace Build a (no-code) NPS tool using Google Workspace!

tl;dr – You can put together an NPS survey tool with analytics using Google Forms and Google Workspace. Here’s the form. Here are the results. Many SaaS businesses measure their customers’ experiences by sending Net Promoter Score™ surveys. Even if you haven’t heard of an NPS™ survey before, you have likely seen one: “How likely […]

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Akita and TekPon Akita now available on Tekpon!

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 […]

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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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