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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 […]

At Davos World Economic Forum 2016, there was much talk of the 4th Industrial Revolution. The man who literally wrote the book on it, Professor Klaus Schwab, defines this revolution as being “…characterized by a fusion of technologies that is blurring the lines between the physical, digital, and biological spheres.” As this revolution unfolds, we […]

tl;dr – You can put together an NPS survey tool with analytics using Google Forms and Google Workspace. Here’s the form. Here are the results. Many SaaS businesses measure their customers’ experiences by sending Net Promoter Score™ surveys. Even if you haven’t heard of an NPS™ survey before, you have likely seen one: “How likely […]

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 […]