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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 […]

There are a number of great resources available to early-stage startups who are trying to land their first 10 paying customers. Doing so is no small task. It can take hard work, hustle and sometimes a bit of luck. But getting your first 10 customers isn’t cool. You know what’s cool?

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 […]

Silly question, right? Customer retention simply means holding onto your existing customers. The problem is, however,  it’s not always a simple process to identify, understand, measure and improve the rate at which you retain customers.  In the SaaS and subscription business (our focus here at Akita), your rate of customer retention can be the difference […]

First impressions are powerful in business. They can easily deter an interested party or can create a strong bond that will last for years. Having a great onboarding process goes beyond providing new customers with guidelines on how to use your product or service. It is a way to develop long-term relationships where customers feel […]

Question: How do you accurately predict whether a customer will be successful using your solution and whether you will meet your long-term goal of maximizing profit from this customer?  Answer: the success (or otherwise) of the onboarding process is the most accurate predictor of whether either, or both, of the above outcomes will be achieved. […]

Imagine your customers all had the same profile, the same goals with your solution, used your software in exactly the same way, bought the same number of licenses and engaged with your sales, support and customer success teams identically.  Imagination is required for this exercise because in the real world, no SaaS company has a […]

If you’re like me, then you can’t help but sing into a hairbrush when you listen to music. However, when I’m in public, I spare everyone the free concert and opt for a podcast instead.

Having a solid customer acquisition strategy is a must for any business, yet what counts the most is the business’s ability to keep the current customers satisfied and ready for recurring and bigger purchases. This process is called customer retention. Establishing a long-term relationship with the customers increases brand loyalty, gives sufficient evidence that the […]

The SaaS community can now find Akita’s Customer Success platform through the Tekpon software review platform. The listing can be found HERE. If you are looking for Customer Success software and need to understand which platforms might suit your use case or fit your profile or budget, visiting Tekpon.com allows you to browse through the […]

Does taking over 30 thousand steps in 2 days justify eating doughnuts for breakfast? I hope so … my feet are sore but I’m feeling optimistic after spending 2 days at SaaS Nordic’s Saasiest2023 conference in Malmo, southern Sweden. I attended to get a live sense of how SaaS companies are feeling about the technology […]