Blog

Even for companies with a laser focus on Customer Success, the period before a key client renewal can be a nervous one. How the customer ‘feels’ about your service at renewal is as (or more) important than the actual value they accrue. Every renewal is an opportunity to churn so it’s essential they ‘feel’ they […]

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 […]

We all know that it is important to segment your customer base in Customer Success… But why? Like all things in business, the ultimate answer is—to generate more revenue. But how?

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 […]