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Introduction Customer churn is both a phenomenon and a critical metric. It describes the process of customers deciding to stop using or paying for your product or service. Churn’s impact is felt most keenly in subscription or SaaS companies where there is an imperative to retain customer relationships for as long as possible. How successful […]

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 […]

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 […]

A laser focus on retention is at the heart of any sustainably successful SaaS business. The ability to keep existing customers coming back year after year while at the same time continuing to add new customers has a profound and compounding effect on your revenues. In order to achieve an elite level of retention, you […]

There are times in any physical journey where you are partly or largely under the control of (or at the mercy of ) an external service provider. Did the train arrive on time? Was there a free seat? Did you have to wait for your airport transfer? Was there a queue at airport security? Was […]

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 customer is being supported, but it can […]

Acquiring new customers is no easy task in today’s economy. Because it is so challenging, the sustainability of your business will depend on how successful you are at retaining customers and retaining your existing revenue streams. Building a retention model that will maximize revenue retention, improve customer satisfaction and loyalty, and reduce the costs of […]

The SaaS market is filled with impeccably designed and developed tools that can resolve almost any problem. However, presenting your customers with a great tool and service is not enough to keep them coming back. To reduce churn and build a network of loyal customers, you must have a set of well-thought-out and properly implemented […]

A substandard onboarding experience is heavily linked to higher levels of customer churn. Conversely, customers who are onboarded successfully, having had their expectations met or exceeded, are primed to be long-term customers, grow their investment with your company, and be strong advocates for your brand. It all starts with understanding your customers’ desired outcomes and […]

Customer satisfaction and retention are intrinsically linked. If you fail to maintain high levels of customer satisfaction, your retention levels will suffer, reducing revenues and profitability and forcing you to invest even more heavily in attracting new business. Conversely, driving up customer satisfaction makes life significantly easier for any SaaS business, with improved revenues, referrals […]

Figuring out the right software stack to help manage your Customer Retention goals can be tricky. It really comes down to what your specific goals are, what type of market you serve, the customer data you retain and where that data resides. There are some specific types of tools you should consider. Customer Relationship Management […]

In the ever-changing and relentless world of e-commerce, it seems like each new customer is a blessing. However, getting them to love your brand and come back to it frequently requires not only impeccable service and integrity, but a set of certain promotional skills and a lot of patience. This is why once this trust […]