Customer Success Blog

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 profiles and details relating to the main players in the Customer Success software segment.

Find exclusive discounts, software reviews & industry insights – all in one place.

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 that drives Customer Success in 2023. I had 19 meetings with CEOs, CROs and Heads of CS from Nordic SaaS companies. What is clear is that … everyone is still hyper-focused on growth (no surprise there) but there is a much greater focus on sustainable growth and driving up Net Revenue Retention (NRR) rates than in previous years.

We sometimes share content from partner companies. Below, Patryk Kępa from Elastic Email discusses their framework for delivering Customer Support in a SaaS environment.

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How do we at Elastic Email, successfully communicate with customers to help maintain long-term valuable relationships?

We believe it all starts with an empathic mindset. We are very aware that many of our users are not technical or familiar with integrating our solution into their processes, so it is important to listen to each client and cater to their individual needs. We find starting our customer relationships this way ensures our users are much more likely to meet and exceed their stated objectives.

Elastic Email Customer Support Engagement Framework

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 SaaS company’s revenues and profitability. So, why delay? Just invest in one and get on with growing your revenues, right?

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 … A Practical Guide to Customer Health Scoring …

In less than 15 minutes, we reviewed:

• What is a Customer Health Score and do you need one?
• What Data should you include and are they associated risks?
• A demonstration of how to practically construct and apply a Customer Health Score.

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

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.

[TLDR … You can watch a webinar I gave covering the same ground as this post at the bottom of the page ]

It’s a scary time for SaaS. 

With continued pressure from investors to grow in the face of plummeting demand and no real understanding of when or how the economy is likely to rebound, the future is uncertain. As new customers become as rare as hens teeth, finding a way to grow is going to become progressively more difficult.

Unfortunately, there is no magic solution … or is there?

In a previous post, we looked at How We Built More Than 100 Customer Success-Integrations between Akita and apps like Hubspot, Salesforce, Intercom and Zendesk. We outlined our 3-step process for keeping data in sync: Schedule, Retrieve, and Process.

The Scheduler kicks everything off and is responsible for determining which data needs retrieving at any given time.

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:

• Visitor behavior captured by our Javascript SDK or Segment.com;
• Customer data sent to Akita using our RESTful API;
• 3rd-party integrations using publicly available APIs;
• Cloud databases and data warehouses; and
• Even retrieving data from a customers own API.

If the data is out there, Akita can usually import it and use it to transform your Customer Success department into a well oiled machine!