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What are Customer Segments? Customer Segments are groups of customers created in order to apply separate engagement strategies. You’ve heard the term “all customers are equal”, well, that’s just ridiculous. Some are more valuable to you than others and they are all different, be it in their profile, how they consume your solution or what […]

Customer journey modelling and a belief in the efficacy of applying a structured journey to customer engagement through time is deeply ingrained in SaaS culture. That Customer Journeys deliver greater Customer Lifetime value is an article of faith for many. Why is this? Is it time to look to some other, better way of maintaining […]

There are a number of great resources available to early-stage startups who are trying to land their first 10 paying customers. Doing so is no small task. It can take hard work, hustle and sometimes a bit of luck.

Understanding the differences between customer success and sales in SaaS is crucial for navigating the intricacies of customer retention, satisfaction, and acquisition. Although both departments participate equally to ensure and maintain the business’ sustainability and growth, they work with different methodologies and goals. While customer success focuses on ensuring customers derive maximum value from the […]

How you begin your relationship with customers often dictates how long and successful their relationship with your company will be. Given that SaaS companies need to retain customers for a period of time in order to accrue enough subscription revenues to become profitable, delivering valuable onboarding experiences is essential.

Understanding the fine nuances between customer success and account management will help you consider them as complementary teams that have the same objective on their agenda.  Both account management and customer success teams work towards improving customer satisfaction and loyalty, but their roles in a SaaS environment are quite distinctive.

Having in mind that customer success directly affects customer satisfaction, retention, and the general health of the business, it has become apparent that maintaining sustained SaaS growth depends on it. Thus, it’s essential to track the relevant customer success metrics in SaaS and evaluate the impact of customer success initiatives.

Attracting new customers in SaaS is always exciting, but what really matters is ensuring seamless integration with a product and successful customer onboarding. This critical phase of guiding new users from the first sign-up to becoming proficient users serves as a prime tool for building lasting customer relationships and loyalty, moreover retention. To assess the […]

New customer onboarding is a pivotal journey that can transform initial interactions into long-term relationships. In the onboarding process every step matters—the way you welcome your users to the platform, educate and navigate them through it, how you react in cases of friction, and how you engage with them along their journey.