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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 […]
tl;dr – In this article we share a FREE tool to help you hit your expansion quota. There are strongly held views about whether Customer Success Managers should be selling to their customers. Whatever side of the argument you stand on, the fact remains that a lot of companies set their CSMs a sales target. […]
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).
As part of a series of short [15-minute] demo / webinars to address some of the key topics in Customer Success. We delivered a session focused on … The 360 Customer View … In less than 15 minutes, we looked at
Join team Akita for a series of 15-minute, no-nonsense, speed demos Register Below. We will examine how Customer Success technology can help CSMs move from a complex world of siloed data and manual processes to a place where managing customers is simple.
[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 […]
In a previous post, we looked at How We Built More Than 100 Customer Success-Integrations between Akita and apps like Hubspot, Salesforce, Intercom and Zendesk. We outlined our 3-step process for keeping data in sync: Schedule, Retrieve, and Process. The Scheduler kicks everything off and is responsible for determining which data needs retrieving at any […]
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 […]
We all know that it is important to segment your customer base in Customer Success… But why? Like all things in business, the ultimate answer is—to generate more revenue. But how?