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How do you make sure you get this process right? Apart from having the right people and the right motivation, it would be remiss not to use the tools you already have or invest in some new ones, such as customer onboarding software so that everything required is being done to ensure your clients expectations […]

There is a county in Ireland with a reputation for being cheap (you know who you are ;-)). They say people from this county can peel an orange in their pockets. There’s also a (hopefully) apocryphal tale of a man from the county who eats his dinner in a drawer (if anyone calls around, he […]

Akita can fairly be described as a “capital-efficient” startup. Early last year I was accepted into an early-stage accelerator in Dublin, Ireland which invested €20,000 to help get things started. On top of this, we joined Amazon’s Activate program which provided $15,000 in hosting and support credits for AWS. I’d say I probably kicked in another €10,000 of […]

Product adoption is essential for retention and loyalty. If the customers find value in your new product and include it in their workflows, there is a great chance they will stick to it for longer.  Still, managing to persuade your audience to try out your new product is not an easy task, especially in a […]

The support of satisfied customers and their willingness to spread the good word can sometimes bring you more prospects than a masterfully crafted marketing campaign. It is all about trust.  Customer advocacy can help your business drive growth, brand and customer loyalty. By leveraging the enthusiasm of satisfied customers, customer advocacy strategies can help you […]

The customer success department is responsible for creating a strategic approach with a focus on cultivating mutually beneficial relationships between the business and its customers.

In SaaS, fostering long-term relationships is a priority, as happy and loyal customers are the foundation for business growth and success. Therefore, building trustful and transparent customer relationships through customer advocacy programs is one of the main goals of any SaaS business.

SaaS companies rely heavily on recurring revenue. With recurring revenue, you can predict revenue flows, and work on customer retention. 

Being a customer success manager requires a combination of multi-disciplinary expertise, in-depth product knowledge, and great communication skills. Above all, this person must possess high emotional intelligence and adequate personality traits that can easily adapt to different customer personas.  When hiring one, it is, therefore, crucial to create a list of adequate questions that allow […]