The world is no longer “going mobile”—it is mobile. The threshold of 5 billion mobile users globally was passed in 2017 and by 2020, 75% of the population will be…
It’s no secret that when it comes to customer success and the world of SaaS, things are always changing. We’ve talked before on our blog about why customer success should…
Most B2B SaaS businesses sell to and serve various categories of customers: buyers, users, admins, industries, verticals, plan types, those with or without integrations. That means segmenting your customers is…
Many SaaS businesses opt to have a freemium model or a product that offers a free trial. In fact, Jason Lemkin says we’re now in “the golden age of SaaS…
Plain and simple, users that aren’t engaging with your product in a way that moves them closer to achieving their business goals are at a higher risk of churn. However,…
Successful companies drive growth by delivering experiences that meet customer expectations in such a way that leaves customers wanting more of that same experience. Customer journey maps have become one…
Fighting churn is critical for B2B SaaS companies because increasing retention and achieving negative churn have a huge impact on annual revenue. But many companies aren’t monitoring proactive churn indicators…
The ultimate goal for any SaaS organization is to help customers achieve their desired business outcomes. This starts with proper customer onboarding. Onboarding sets the tone and ensures strong product…
Voice of the Customer (VOC) is about more than confirming customers successfully reach their destination—it’s about knowing how they got there. And there are now more ways than ever to…
Tracking customer success KPIs is a critical component to ensuring your team is focused on the right areas that guide your users to success with your product. There are likely…
