Blog
Customer Success Managers and Sales Commission?
[Update 7th February 2022 – If you are a quota carrying CSM, check out our FREE tool to help you figure out how to achieve your sales target]. CSMs from over 90 SaaS firms participated in our 2016 Customer Success Managers Survey. Over the next few weeks, I will be reflecting on some of the […]
Who Needs to Be Involved When Buying Customer Success Software?
Implementing a Customer Success platform will resonate across the business so the CEO should make the ultimate call on where to invest but who else should have oversight of or influence on the decision …
Recent Improvements to Playbooks and Tasks
We recently deployed some exciting improvements to Customer Success Playbooks and Tasks in Akita that will help your team create scalable, repeatable processes and provide better value to your customers.
Reasons for Customer Churn and Solutions for Some Scenarios
In SaaS, nurturing strong customer relationships is one of the customer retention strategies for business survival and growth. Still, it seems that no matter how hard you work, there will be some customers who simply decide to leave. Although customer churn is inevitable, certain reasons for it can help you predict it and eventually, reduce […]
Different Customer Success Goals: Which One to Choose?
Nurturing customer relationships, assisting and educating customers during onboarding, pushing upsells and expansion…the list goes on and on. Still, these are just some of the responsibilities of the customer success team.
Customer Success Upsell Strategies and Best Practices
Each customer relationship has the potential to expand and strengthen. What direction it will take depends heavily on customer success strategies, especially ones related to upselling.
Customer Success Budget: Best Practices for 2024
Investing in customer success to improve customer satisfaction and retention has become one of the main priorities in SaaS businesses. As customer demands in the ever-evolving SaaS environment grew by day, customer success teams needed to react proactively to create effective strategies to keep their customers satisfied.
Average Customer Retention Rate by Industry and Other Stats
Customer retention is one of the critical segments that determines whether a company stays in business or not. If you manage to understand the average customer retention rate by industry, you can benchmark your company’s performance easier and identify weak spots in your retention strategies.
Customer Education: Definition, How-To and Benefits
In a SaaS environment, onboarding new customers and educating existing customers about the new features can determine the course and your business growth. If you manage to provide enough valuable resources about your product or service, there is a greater chance the customers will experience its value quicker, stay engaged, and stick to it longer. […]