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Understanding customers at scale has come a long way. Back in the day, companies used simple attributes to carve up their customer base in some way to apply different resources to support and/or expand those customers. Boy was it blunt though! Generally, it never got far beyond segmenting your account list by their spending or […]

We’re a Customer Success company. The first rule of Customer Success is to avoid acquiring bad-fit customers. This begins at the prospecting stage.

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.

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 […]

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. 

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. 

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. 

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.

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. […]