Blog

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 […]

Richard Thaler and Cass Sunstein’s bestselling book, ‘Nudge’, is a fascinating introduction to behavioral economics and its lessons are particularly relevant in Customer Success Management.

If there is one thing that sets Akita apart from its competitors in Customer Success software, it is our ability to ingest data from virtually any data source a customer may have. This includes: If the data is out there, Akita can usually import it and use it to transform your Customer Success department into […]

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 […]

Congratulations! Your SaaS business is thriving, and you’re growing your customer base. But with this exciting growth comes a new challenge: how to scale customer success. How do you maintain the personalised touch that keeps customers happy as your company expands?

Positive customer relationships are the foundation of any SaaS business. Both customer success and customer experience aim to boost customer satisfaction, but they are actually different concepts that address different segments of the customer journey.

How do you make sure you get this process right? Apart from having the right people and the right motivation, it would be remiss not to use the tools you already have or invest in some new ones, such as customer onboarding software so that everything required is being done to ensure your clients expectations […]

In the world of SaaS, customer churn can feel like a constant threat. But what if there was a secret weapon to turn happy trials into loyal customers? Customer success is what you seek, it’s a strategic approach that goes beyond basic support to ensure your users achieve their goals.

Customer satisfaction is the holy grail of any SaaS business. But how do you truly measure it? Enter CSAT and NPS, two powerful metrics that can shed light on your customer experience.