4 – min read For effective customer success, respond to upset customer downgrades proactively. Just because a client downgrades, they don’t have to churn. In fact, you can use a …
5 – min read Measuring product adoption by users is critical for SaaS and Cloud companies as this is the most telling indicator of the value
4 – min read True customer obsession is a key principle that keeps companies relevant, competitive, and growing. Without it, companies stagnate, become irrelevant, decline, and die. Amazon’s Customer
2 – min read Knowing what is driving customer adoption provides the information you can use to boost retention. Let’s look at three of the biggest keys. Continuous Onboarding …
4 – min read Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will …
2 – min read Today, I’m very excited to announce that we raised $100M in a Series D funding led by Great Hill Partners with participation from our long-time …
4 – min read What is CSAT, what is it good for and how do you track it and use it? In this post, we’ll focus on this important …
6 – min read The freemium SaaS model, where you offer limited free use of your product to promote a premium version, has become common in the tech industry. …
4 – min read Knowing what influences customer satisfaction can help you improve your clients’ experience and increase retention rates. Here we’ll focus on five of the top factors …
5 – min read B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in …
4 – min read A quarterly business review (QBR) is a chance to bring together your executives and your clients’ executives to discuss the health of their business and …
4 – min read Artificial intelligence in customer success is no longer an innovation but an established best practice. AI has changed the way customer success is defined, placing …
4 – min read Freemium onboarding forms a critical stage in users’ path to becoming paying customers. The email sequences you use to onboard freemium users can directly determine whether they …
4 – min read The quality of your customers’ experience impacts satisfaction and retention. Here are 7 digital customer experience best practices. We’ll cover strategies for enhancing experience throughout …
5 – min read Driving software adoption through customer success in the 2020s is a precision business. In the same way that access to large quantities of accurate data …
4 – min read Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes …
5 – min read A freemium strategy is one of the best ways to sell a SaaS product. However, common freemium SaaS mistakes can thwart this otherwise effective approach. …
4 – min read Have you ever tried to recreate a meal you had at a restaurant? You went to the store, purchased the ingredients, and then came home …
4 – min read Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve …
4 – min read What makes a sports team successful? Excellent athletes who work together on both offense and defense to win the game. A good pitcher alone won’t …
5 – min read The COVID-19 pandemic created a new sense of urgency around protecting and nurturing customers by highlighting the fact that customers truly are the core of …
