Blog
Nobel Prize Research that Minimizes Customer Churn?
Even for companies with a laser focus on Customer Success, the period before a key client renewal can be a nervous one. How the customer ‘feels’ about your service at renewal is as (or more) important than the actual value they accrue. Every renewal is an opportunity to churn so it’s essential they ‘feel’ they […]
Customer Satisfaction and Retention: Definitions and Differences
Having trouble differentiating customer satisfaction and retention? Simply put, while measurable, customer satisfaction is subjective and experiential. Retention, however, is an objective, observable, and measurable phenomenon. You either retain a customer or you don’t. It’s clear. The satisfaction a customer feels, however, can change due to a real issue with the software or how that […]
UPC + Social Media = Excellent Customer Service
At Akita, we love when companies look after their customers well. In the first of a two-part series, we look at the Irish cable and broadband provider: UPC Ireland (Now Virgin Media).
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. […]