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best customer success software Best Customer Success Software for Your CS Department in 2024

If you are reading this, you are faced with a real challenge. Either you already manage a customer success function and your existing toolset is not fit for purpose, or you have decided to start a customer success department and want to implement the right software as a solid foundation for your Customer Success Managers […]

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How to calculate ROI (return on investment) How to Calculate the ROI of Customer Success Software

Tldr: skip to the bottom to access a spreadsheet that calculates the Return on Investment (ROI) of a Customer Success platform PLUS a quick explainer video on how to use the spreadsheet. Customer Success Platforms (CSPs) are designed to move the needle on Net Revenue Retention (NRR). Improving your rate of NRR directly impacts your […]

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AirBnBootstrap: Moving Abroad to Stretch the Runway

Akita can fairly be described as a “capital-efficient” startup. Early last year I was accepted into an early-stage accelerator in Dublin, Ireland which invested €20,000 to help get things started. On top of this, we joined Amazon’s Activate program which provided $15,000 in hosting and support credits for AWS. I’d say I probably kicked in another €10,000 of […]

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reasons for customer churn 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 […]

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customer success goals 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. 

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customer success upsell strategies 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. 

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customer success budget 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. 

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average customer retention rate by industry 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.

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what is customer education 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. […]

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