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Customer retention and satisfaction are intrinsically linked. If you fail to maintain high levels of customer satisfaction, your retention levels will suffer, reducing revenues and profitability and forcing you to invest even more heavily in attracting new business. Conversely, driving up customer satisfaction makes life significantly easier for any SaaS business, with improved revenues, referrals, […]

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.

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 […]

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.