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According to anthropologist Robin Dunbar, our primate brains can only maintain stable relationships with around 150 people—beyond that, we begin to struggle. That definitely resonates with those of us that forget a person’s name as soon as we’re introduced. It seems logical that a similar challenge faces us when managing our customers.

Who this article is for: SaaS Startups looking to purchase Customer Success (CS) software but limit their spend to under $300 per month. “Thanks for reaching out, unfortunately we don’t feel you’re a fit at this present time…” . Startups looking to invest in Customer Success software hear this all the time! The vendor’s SDR takes one […]

Customer experience can ultimately decide whether the customer will be a repeat user of a product or service or a once-off disgruntled customer who no longer wishes to use your services again. In this interesting article by Ola Agbaimoni, she highlights ten facts that every business should know when it comes to customer satisfaction. The article […]

Now more than ever, SaaS is all about innovation and user-centricity. Customers rely on SaaS solutions to answer their technological demands, but they also expect impeccable experience and support. This is why both customer success and customer service strategies must be well-designed and efficiently implemented.

Customer onboarding is one of the key points for SaaS businesses, and if executed well, it can ensure growth, sustainability, and long-term customer relationships. By leveraging automated customer onboarding processes, companies can streamline and enhance onboarding experiences and ensure personalized and seamless journeys for new users. The automation can cover various stages, from sign-up to […]

The most effective way to create profitable, long-term customers for any SaaS business is to successfully guide them through an effective onboarding process. Successfully onboarded customers will remain customers for longer, cost less to support, and are more likely to increase their spending over time. 

In today’s fast-paced digital landscape, the first interactions customers have with your company are crucial. This is why any ambitious SaaS business, regardless of its size, invests greatly in creating a well-organized and structured onboarding process. Efficiently guiding new users through the initial stages of exploring your product or service is essential for long-term satisfaction […]

Your customers are not all the same. So why treat them the same?  A customer segment is a group or cohort of customers with similar attributes. At a very basic level, segmenting your customers based on differences in their profiles allows you to be specific about how and when to allocate customer success and customer […]

As both gross retention and net retention are crucial metrics in evaluating revenue dynamics in SaaS, it is best to perceive them as complementary rather than opposing metrics. By understanding the fundamentals of your company’s customer retention (GRR) and being able to identify the opportunities for upsells and cross-sells (NRR), you are getting a full […]