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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 […]

I had one of my regular conversations with a Customer Success Manager (CSM) recently. For the uninitiated, CSMs are the new breed of customer account manager tasked with increasing renewal rates and contract sizes at SaaS businesses. She was responsible for 50+ accounts but had no Customer Success specific software to help her manage and […]