SaaS Customer Success Strategies that Really Work

With the maturity of a SaaS business, SaaS metrics become very important and valuable for SaaS customer success. For most SaaS businesses, the application of Saas metrics begins with tracking recurring revenue and customer acquisition costs (CACs). And with a customer base, churn must be given the priority it deserves. SaaS profit greatly depends on


This video from the Customer Success Summit 2015 offers many valuable insights to viewers about the future of customer engagement and success. In the video, Adele Sanchez, Director of Training and Support at Revinate, speaks about her experience with WalkMe’s onscreen guidance technology to better onboard users to their new UI. Revinate launched WalkMe in

How Customer Success Managers can Overcome Overwhelming Support Requests

* This article is part of a White Paper called “How to Tackle the Top 5 Pain Points of Customer Success Managers.” Perhaps the most exemplary of SaaS providers, Salesforce has excellent advice for CSMs. It encourages them to treat their applications as a comprehensive service, not a mere software product.  This label raises the

3 Customer Retention Strategies That Really Work

Whilst there are obvious advantages of keeping clients loyal as well as maintaining your customer retention rates, it can be an extremely a daunting task to keep retention rates high. Customer Retention Strategies Be the Expert Both small, medium sized and large businesses are increasingly becoming dependent on services to be able to run their

6 Onboarding Challenges to Avoid in Customer Success

Developing a software implementation program can seem daunting, especially with growing customer expectations. If getting a product up and running is slow, for example, eager customers will quickly reevaluate competition. Customer risk management is key from day one of the customer lifecycle. Implementation challenges are compounded by the fact that customers want a product that


Ensuring your customers are successful when using their new or their newly migrated enterprise business software is no easy task. Here are the 10 MOST POWERFUL PRACTICES TO GUARANTEE CUSTOMER SUCCESS IN ENTERPRISE BUSINESS APPLICATIONS         The eBook covers a range of topics including: Chapter 1: 7 Back-Breaking Obstacles You Must Overcome

A Great Customer Success Manager Has These 5 Qualities

A good customer success manager is more than just an expert on customer engagement. He or she is also a good leader, a good marketer, a good strategist and a good organizer. Customer success requires all these things and more, because keeping your organization’s customers happy and contented with your services is a full-time job.

April Fool’s Day: Why Customer Success Is So Important

Customer success is important, we all know that. But why? This cartoon by Goff  I found for April Fool’s Day, simply answers this question. Enjoy (and don’t forget to share.)   <a href=’;cb=INSERT_RANDOM_NUMBER_HERE’ target=’_blank’><img src=’;cb=INSERT_RANDOM_NUMBER_HERE&amp;n=ad30fa86′ border=’0′ alt=” /></a>

How Customer Success Managers can Overcome the Onerous Onboarding Challenge

* This article is part of a White Paper called “How to Tackle the Top 5 Pain Points of Customer Success Managers.” Onboarding generally refers to the early interactions a company has with users and in the SaaS domain it serves a two-fold purpose:  It should present the platform as a ‘user-friendly’ software with just