Userlot Customer Success Blog

AI introduces efficiencies, personalization, and data-driven insights that can redefine the CS experience.

It's high time we redefine QBRs, turning them from one-sided sales presentations into engaging, collaborative discussions.

You need to understand the reasons that drove your customer to choose your product or service.

We all know about technical debt and the problems it can cause if you don't address it in a timely manner. But what about customer success debt?

If your company doesn't have a Customer Success strategy in place, now is the time to start developing one.

While most companies track their churn rate, they often fail to look deep enough into it. Simply saying your churn is 7% is not good enough.

Goal setting is an essential part of achieving success. But are you focusing on outcomes? More often than not that's prone to failure.

As a Customer Success Manager, you definitely have a large backlog of tasks, and it’s easy to get sidetracked and end up spending your time on the wrong activities.It is important to have a clear plan of what you are going to do when you arrive at your desk at the start of your day. Let’s look through the best practices to achieve this.

While we may currently be facing short term challenges; it's always important to have long term strategies; after all - we want long term customers!

Is Customer Success broken; and how can we get it back on track.

For your SaaS business to succeed, you need to retain customers even as you acquire new ones. With high customer retention, there are more opportunities to enjoy economies of scale, gain new customers through referrals, and upsell or cross sell new offerings.

The customer journey refers to steps that customers go through as they engage with a company or business. You need to understand your customer journeys so that they create experiences that maximize sales revenue while minimizing costs.

The Quarterly Business Review (QBR) is a strategic meeting, learn how to get it right!

If you’re a developer, here's a list of things to think about when working with Customer Success. And if you’re a CSM - share this with your product teams. Maybe at your own risk

Working with Developers though can often present unique challenges - let's explore tips to get it right!

CS Ops is the unsung hero working behind the scenes to optimize the Customer Success function.

Tracking MRR on it's own isn't enough. Explore the importance of measuring Net Revenue Retention.

Raw data around product usage and activity may not always accurately determine the health of your customer. You may have frequent users as a result of business requirements - but they may be unhappy and looking for an alternative solutions. One of the most commonly used metrics for measuring customer satisfaction is Net Promoter Score.

A Customer Health Score is a calculated number that measures your customer’s relationship with your product and brand. It indicates your customer’s likelihood to remain loyal and expand their relationship with you (or alternatively churn).

Building customer loyalty, retaining a customer base, and increasing revenue from existing customers are critical success factors for Saas companies. Indeed, it’s not a secret that raising the loyalty of existing clients is often much cheaper than attracting new users.