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Calculating customer health scores is a necessary (and transformative) step in building a strong Customer Success program for Software-as-a-Service (SaaS) companies. Below I review what health scoring in SaaS is all about and identify the variables you should consider when building your customer health scoring model.

[TLDR … You can watch a webinar I gave covering the same ground as this post at the bottom of the page ] It’s a scary time for SaaS.  With continued pressure from investors to grow in the face of plummeting demand and no real understanding of when or how the economy is likely to […]

There are a number of great resources available to early-stage startups who are trying to land their first 10 paying customers. Doing so is no small task. It can take hard work, hustle and sometimes a bit of luck.

So, you’ve closed the deal. Well done! Although the feeling is always great, the job is merely done. What comes next is ensuring that your new customer gets the most from their recent purchase. This is where a customer success manager steps in to provide guidance through each stage of the customer journey and hopefully […]

Value realization is a concept in a SaaS industry that can determine whether the customer cancels their subscription or becomes a loyal customer and, eventually, brand advocate. Although value realization is about ensuring your customers derive the most value from your product in the shortest time, its success is reflected in your company’s ability to […]

Every customer is different. Period. The sooner you realize that and adapt your strategies to fit each person’s preferences and needs, the sooner you can expect your business and revenue to grow. This is exactly what customer segmentation is all about. 

Having a healthy relationship is key if we want it to blossom and bring joy to all parties involved. In life, there aren’t metrics that we can track to see how the relationship is going, but luckily, the situation in business and customer relationships is much different.  By tracking several KPIs (key performance indicators), you […]

Customer retention is one of the most critical aspects of any business, especially in a SaaS environment where the competition is fierce and customer expectations are ever-growing. Businesses often face various customer retention challenges, which prevent them from maintaining long-term customer relationships and stable business growth. The key to creating and implementing effective retention strategies […]

The debate between prioritizing customer acquisition and retention has long been a topic of discussion in business, especially in the SaaS industry. Companies often shift from one business strategy to another as the market and their internal conditions change, but what is more important? Customer retention aims to retain existing customers, while customer acquisition aims […]