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Customer retention and satisfaction are intrinsically linked. If you fail to maintain high levels of customer satisfaction, your retention levels will suffer, reducing revenues and profitability and forcing you to invest even more heavily in attracting new business. Conversely, driving up customer satisfaction makes life significantly easier for any SaaS business, with improved revenues, referrals, […]
Having a solid customer acquisition strategy is a must for any business, yet what counts the most is the business’s ability to keep the current customers satisfied and ready for recurring and bigger purchases. This process is called customer retention and we will be talking about predictive analytics for customer retention, but let’s point out […]
tl;dr – You can put together an NPS survey tool with analytics using Google Forms and Google Workspace. Here’s the form. Here are the results. Many SaaS businesses measure their customers’ experiences by sending Net Promoter Score™ surveys. Even if you haven’t heard of an NPS™ survey before, you have likely seen one: “How likely […]
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. […]