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Resource

AI in Customer Success: Current Trends and Future Predictions

The intersection of AI and customer success offers a promising horizon. AI introduces efficiencies, personalization, and data-driven insights that can redefine the CS experience.
Charles Connell
August 9, 2023
Resource

Success Plans: The Starting Point of Effective Customer Success

The root of effective customer success lies not merely in providing solutions or services, but in comprehending the reasons that drove your customer to choose your product or service in the first place.
Charles Connell
June 20, 2023
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Why I want you to be selfish - Be unashamed to focus on revenue

Can we transform our companies so we can pursue our own company goals, knowing that this makes our customers successful and that at all times ensures these processes are top-down driven across the company?
Colin Goudie
April 24, 2023
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6 tips for Developers working with Customer Success

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
Colin Goudie
March 29, 2023
Resource

Let's talk about customer success debt

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?
Charles Connell
June 15, 2023
Resource

Understanding Churn is Key to Keeping Your Customers

While most companies track their churn rate, they often fail to look deep enough into it. Simply saying your churn is 7% is not enough information to take meaningful action.
Charles Connell
June 10, 2023
Resource

6 Tips for Customer Success Managers working with Developers

Working with Developers though can often present unique challenges. What tips can we think about to ensure we're delivering for clients, together?
Colin Goudie
February 10, 2023
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Why you need to align Customer Success with Sales and Marketing

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!
Charles Connell
May 2, 2023
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Forget setting Goals for 2023 - The power of Process

Goal setting is an essential part of achieving success. But are you focusing on outcomes? More often than not that's prone to failure.
Charles Connell
May 25, 2023
Resource

Tips for Customer Success Managers to Identify Expansion Opportunities 

As a business grows, maintaining an existing customer base becomes just as important as attracting new customers.To ensure sustainable growth, it is important to craft an effective customer expansion strategy.
Charles Connell
June 1, 2023
Resource

Guide to Quarterly Business Reviews

A quarterly business review is the meeting you have with your client after three months. The objective of this meeting is to discuss the client’s business and what support they need. This is a strategic rather than tactical meeting. At the end of the meeting, you expect to come up with ways you can help the customer achieve their goals.
Charles Connell
April 1, 2023
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The importance of SMART Customer Success Goals

If your company doesn't have a Customer Success strategy in place, now is the time to start developing one.
Lynda Cope
June 15, 2023
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A guide to planning your workday [Customer Success]

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.
Lynda Cope
May 24, 2023
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SaaS Customer Retention: the most successful strategies to implement in 2023

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.
Charles Connell
December 7, 2021
Resource

Customer Journey and Lifecycle Stages Guide

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.
Charles Connell
April 4, 2023
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How to Identify at Risk Customers [And What to Do About It]

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.
Lynda Cope
April 18, 2023
Resource

Why you need to look beyond MRR - the importance of calculating Net Revenue Retention [NRR]

While the Monthly Recurring Revenue (MRR) metric provides an estimate of the company's monthly revenue, it is not adjusted for upgrades, downgrades, and customer churn. Contrary to that, the Net Revenue Retention (NRR) measurement provides you with insights into whether your business is growing or losing revenue every month from your existing customer base.
Charles Connell
October 4, 2022
Resource

Customer Health Score Guide

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).
Charles Connell
June 16, 2022
Resource

Understanding NPS [Net Promoter Score]

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.
Charles Connell
August 27, 2022