Blog

The 7 Steps to SaaS Growth in an Economic Downturn

[TLDR … You can watch a webinar I gave covering the same ground as this post at the bottom of the page ] It’s a scary time for SaaS.  With continued pressure from investors to grow in the face of plummeting demand and no real understanding of when or how the economy is likely to […]

Read more
Nobel Prize Research that Minimizes Customer Churn?

Even for companies with a laser focus on Customer Success, the period before a key client renewal can be a nervous one. How the customer ‘feels’ about your service at renewal is as (or more) important than the actual value they accrue. Every renewal is an opportunity to churn so it’s essential they ‘feel’ they […]

Read more
Why (and How) Customer Success Managers Should Segment Their Customer Base

We all know that it is important to segment your customer base in Customer Success… But why? Like all things in business, the ultimate answer is—to generate more revenue. But how?

Read more
Segmenting Your Customers for Customer Success

What are Customer Segments? Customer Segments are groups of customers created in order to apply separate engagement strategies. You’ve heard the term “all customers are equal”, well, that’s just ridiculous. Some are more valuable to you than others and they are all different, be it in their profile, how they consume your solution or what […]

Read more
The $99 Sales Stack – How to Prospect on a Budget

We’re a Customer Success company. The first rule of Customer Success is to avoid acquiring bad-fit customers. This begins at the prospecting stage.

Read more
How to Lose Your First 10 SaaS Customers (to Churn)

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?

Read more
5 Questions with Vipin Thomas of Freshworks

Freshworks is a SaaS company with a suite of business software products that includes Freshdesk, Freshservice, Freshsales, Freshchat, Freshcaller, Freshteam, and Freshmarketer. Leading their Customer Success team is Vipin Thomas, whose job is to increase retention, advocacy, and growth with existing customers. We asked Vipin 5 questions about his role at Freshworks and this is […]

Read more
Happy Holidays from Akita!

And you thought The Elf on the Shelf was creepy…

Read more
Happy Halloween 2017!

Coming soon to a theater near you! Leave the kids at home…

Read more
5 Questions with Melvin Prada of Docebo

Leading the overall Customer Success management strategy at Learning Management System provider Docebo, Melvin Prada is passionate about helping organizations receive value throughout their Customer Journey. He is responsible for retention, upsells and the CS operations of Docebo’s Global CSM teams. In his own words: Our vision is to build measurable partnerships that are both […]

Read more
Calculating Customer Health

Calculating customer health scores is a necessary (and transformative) step in building a strong Customer Success program for Software-as-a-Service (SaaS) companies. Below I review what health scoring in SaaS is all about and identify the variables you should consider when building your customer health scoring model.

Read more
Does IoT need Customer Success Managers?

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 […]

Read more