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Richard Thaler and Cass Sunstein’s bestselling book, ‘Nudge’, is a fascinating introduction to behavioral economics and its lessons are particularly relevant in Customer Success Management.

Managing customers can be all-consuming work. It doesn’t help that the online world is conspiring to steal your attention away and cripple your productivity. Below are 5 practical steps you can take to make your days more productive.

If there is one thing that sets Akita apart from its competitors in Customer Success software, it is our ability to ingest data from virtually any data source a customer may have. This includes: If the data is out there, Akita can usually import it and use it to transform your Customer Success department into […]

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 […]

In SaaS, customer retention stands as a key indicator of sustained success. When you understand how to measure and improve customer retention rates, you can secure your business lasting customer loyalty, sustained growth, and a better market position.

SaaS thrives on ongoing relationships, where delivering value and ensuring continuously high levels of satisfaction are vital for revenue growth and sustainability. Ultimately, when it comes to long-term success, holding onto your customers can be more important than acquiring them. For that reason, you should know what is the retention rate so you can be on […]

The ability to sustainably grow revenues from your existing customer base is essential to thesurvival of SaaS companies in 2024.  To do this, you first need to retain your customers. This requires a deep understanding of what it is about your product, service, or brand that drives customers to continue investing over time.Customer retention analysis […]

It can take time for a SaaS or subscription company to achieve profitability with a customer. As only part of the revenue is realized up front, much effort is required to ensure sufficient future revenue is earned. You may wonder “What is Customer Retention Cost (CRC)?” — It’s the associated cost of serving the customer […]