August 27, 2021

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.

August 27, 2021

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).

August 27, 2021

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.

August 27, 2021

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.

August 27, 2021

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.

August 30, 2021

SaaS Customer Retention: the most successful strategies to implement in 2021

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.

September 9, 2021

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.

September 9, 2021

The importance of SMART Customer Success Goals

It's not easy to get customers, but it can be even more difficult keeping them. If your company doesn't have a Customer Success strategy in place, now is the time to start developing one. Properly set goals constitute an essential component of this strategy.

November 2, 2021

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.

November 2, 2021

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.

Generate more revenue from your existing customers.