The best way to stop churn is to take proactive preventative measures.
Customer Retention & Churn

The Top 4 Causes of Customer Churn and How to Address Them

4 – min read In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more …

Customer Retention & Churn

Reducing Churn: ROI-Focused SaaS Strategies for Customer Success

4 – min read [social_warfare] Fear of customer churn can make you feel you’re standing above a trap door, like the floor could fall away at any moment. But …

Customer Stories - Part II
Totango Customer

Real Customers, Real Experiences – Part II

< 1 – min read Part II of this video series of interviews with Totango customers features two companies who maximized their investment in Totango to solve for specific, but …

Customer Success Business
Customer Retention & Churn

The Business of Customer Success

< 1 – min read Customer Success is a brand new profession. Its origin is based on the need for subscription and lifetime focused business to retain and grow their …

Best Practices

3 questions every new VP of Customer Success should answer

2 – min read Customer Success Summit is returning to San Francisco March 21-22, 2016. Register today! Part of the Customer Success Summit On-Demand Series Starting a new job anywhere …

Best Practices

4th Annual SaaS Metrics Report: Disconnect between intentions and reality?

2 – min read We’re happy to release the results of our annual SaaS Metrics Survey. This year we received over 500 responses, a 100% increase from last year …

Uncategorized

3rd Annual SaaS Metrics Report: Underscoring the need for Customer Success

2 – min read As 2013 comes to a close, we wanted to leave you with the results of our 3rd annual SaaS metrics survey on the key performance …

Big Data

2nd Annual SaaS Metrics Survey Results

2 – min read See the full infographic here. Get the 2012 SaaS Metrics report here. Today we are announcing the results of the second annual SaaS metrics survey results. …

Customer Retention & Churn

Customer Success How To: Learning from Customers Who Churn

3 – min read Nobody likes it when a customer cancels their subscription. In SaaS companies where the bottom-line is so heavily dependent on Customer Lifetime Value (CLTV), churn …

Customer Success

Customer Success Management & The Channel

3 – min read From the earliest beginnings of the transition to the Cloud, doomsayers were predicting that either the new model would fail – because “the channel” wouldn’t …

Customer Engagement

Best of 2011: Top Videos and Blogs on Customer Engagement

< 1 – min read 2011 was a busy year! We’ve discussed a lot of important themes which are the hottest topics for any SaaS business such as Customer Engagement, …

Best Practices

3 Steps to Measuring User Engagement with your Web Application

3 – min read Take a step back and you’ll realize user-engagement is the single most important metric in any SaaS business. In a world where customer evaluate your …

SaaS

On User Retention as a Service

< 1 – min read Paul Stamatiou is doing a great job describing the concept of “User Retention as a Service” and from the long thread of comments, we can …

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