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At Davos World Economic Forum 2016, there was much talk of the 4th Industrial Revolution. The man who literally wrote the book on it, Professor Klaus Schwab, defines this revolution as being “…characterized by a fusion of technologies that is blurring the lines between the physical, digital, and biological spheres.” As this revolution unfolds, we […]

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 […]

Here is a great article by Michah Solomon on Forbes about customer loyalty.

How you begin your relationship with customers often dictates how long and successful their relationship with your company will be. Given that SaaS companies need to retain customers for a period of time in order to accrue enough subscription revenues to become profitable, delivering valuable onboarding experiences is essential.

Understanding the fine nuances between customer success and account management will help you consider them as complementary teams that have the same objective on their agenda.  Both account management and customer success teams work towards improving customer satisfaction and loyalty, but their roles in a SaaS environment are quite distinctive.

Having in mind that customer success directly affects customer satisfaction, retention, and the general health of the business, it has become apparent that maintaining sustained SaaS growth depends on it. Thus, it’s essential to track the relevant customer success metrics in SaaS and evaluate the impact of customer success initiatives.

Attracting new customers in SaaS is always exciting, but what really matters is ensuring seamless integration with a product and successful customer onboarding. This critical phase of guiding new users from the first sign-up to becoming proficient users serves as a prime tool for building lasting customer relationships and loyalty, moreover retention. To assess the […]

New customer onboarding is a pivotal journey that can transform initial interactions into long-term relationships. In the onboarding process every step matters—the way you welcome your users to the platform, educate and navigate them through it, how you react in cases of friction, and how you engage with them along their journey.

Now more than ever, SaaS is all about innovation and user-centricity. Customers rely on SaaS solutions to answer their technological demands, but they also expect impeccable experience and support. This is why both customer success and customer service strategies must be well-designed and efficiently implemented.