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Does IoT need Customer Success Managers Does IoT need Customer Success Managers?

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 […]

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best customer success software Best Customer Success Software for Your CS Department in 2024

If you are reading this, you are faced with a real challenge. Either you already manage a customer success function and your existing toolset is not fit for purpose, or you have decided to start a customer success department and want to implement the right software as a solid foundation for your Customer Success Managers […]

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Build a (no-code) NPS tool using Google Workspace Build a (no-code) NPS tool using Google Workspace!

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 […]

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What is MRR in business What is MRR in Business: Definition, Types & Ways to Increase It?

Increasing revenue over time is in the interest of any business. However, the growth of a SaaS business depends heavily on consistent monthly or annual subscriptions, which is a prime reason why companies track monthly recurring revenue (MRR). 

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What is ARR in SaaS What is ARR in SaaS: Definition, Formula, Why to Track It?

SaaS businesses depend heavily on recurring revenue. Therefore, understanding all the fine nuances of various recurring revenue models is imperative if you wish to learn how to calculate it or work on it. 

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Expansion revenue Expansion Revenue: Definitions, Metrics, Formulas and Tips

Recurring revenue is essential for any SaaS business. You are probably aware of the fact that customer acquisition is often very expensive, with the risk of getting only a few lukewarm leads. Now, is it possible to cut customer acquisition costs and still generate more recurring revenue? This is precisely what expansion revenue brings to […]

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customer churn rate Customer Churn Rate: Definition, Formulas and Benefits

Although customer churn, losing some customers over time, is perceived as inevitable in certain cases, it is also undesirable among companies. However, every business experiences churn, regardless of its size, quality of customer service and the product itself.  What’s important is how your company responds to churn, whether you fully understand why it happens, and […]

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Best customer success blogs 12 Best Customer Success Blogs in 2024 You Should Follow 

With their aims of transforming new customers into loyal ones, nurturing customer relationships during their entire journey, and driving revenue growth through upsells and cross-sells, customer success teams have become one of the most valuable assets of any SaaS company. And, it’s important to be updated on the latest trends, best practices and strategies in […]

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customer churn analysis What is Customer Churn Analysis and How to Perform It? 

Churn is, unfortunately, an inevitable part of any business, no matter its size, reputation, or customer retention efforts. Some businesses are faced with higher and some with lower churn rates, yet what matters most is determining the primary cause of churn to be able to take effective measures to prevent it. This is precisely where […]

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