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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.

Calculating customer health scores is a necessary (and transformative) step in building a strong Customer Success program for Software-as-a-Service (SaaS) companies. Below I review what health scoring in SaaS is all about and identify the variables you should consider when building your customer health scoring model.

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 […]

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 […]