Blog

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 […]

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 […]

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 […]

Although customer churn and retention are the most important metrics that help you assess the overall health of your business, they often fail to explain why customers leave or stay with you. This is precisely where customer stickiness can help you. To answer the question “What is customer stickiness?” with ultimate precision, we must thoroughly […]

Customer success is the backbone of a successful SaaS business. The way your CS team manages and nurtures customer relationships often determines the size and quality of your customer base and, therefore, affects revenue and growth.  A smart customer success manager knows very well that customer success is a dynamic and ever-changing field where continuous […]

To become and remain successful in the realm of customer success, one must constantly hone their skills, make meaningful connections with other customer success leaders in the field, and find a place to get some inspiration and discover innovative ideas and strategies.  One of the ways to advance in your CS career is to attend […]

SaaS businesses’ success depends on both customer acquisition and customer retention. In the past few years, many companies have started to invest more in their customer success efforts, ensuring existing customers achieve their desired goals and get maximum value from the SaaS product in a short period of time. 

In the ever-growing SaaS environment, ensuring customer success is vital for business survival and growth.  With growing customer, industry and market demands, the responsibilities of customer success teams have been expanded as well. To be able to manage their efforts properly and see some satisfying results, CS teams needed all the help they could get. 

Customer success teams have become more important revenue drivers for SaaS companies. With their skills and expertise, combined with advanced CS tools and well-crafted strategies, they can ensure a business’s sustainable and steady growth.