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I had one of my regular conversations with a Customer Success Manager (CSM) recently. For the uninitiated, CSMs are the new breed of customer account managers tasked with increasing renewal rates and contract sizes at SaaS businesses.

Maybe, maybe not, but the fact that you are a Startup is not the reason to avoid it. Plus, you probably don’t plan on staying small … don’t make your decision purely on budget — while there are CS software vendors out there that require $50k+ annual up-front payments, a Startup can acquire an excellent solution for […]

Here is a great article by Michah Solomon on Forbes about customer loyalty.

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). 

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. 

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 […]

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 […]

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 […]

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 […]