Author: Chris Arringdale

The BackBone of SaaS: Lock Down the Role of Your Customer Success Team

SaaS customer success team working together at a table.

Your customer-facing teams are important. Think about it. Whether it’s sales, service, success, or support, they deal with your company’s most precious cargo. The customers. Specifically, your customer success team could be confused in their roles since they deal with various business activities revolving around customers. Stiffen up the backbone of your SaaS company. Allow… Read more »

Customer Success Starts with Customer Onboarding

Female customer success consultant meeting with her female client discussing the customer onboarding process.

Don’t you just love sending those emails? Of course, you do but, are you actually giving your customers the onboarding process they need or are you just the sending the obligatory email? Customer success isn’t just applicable to one part of a customer’s lifecycle, it has a place in every step. By incorporating customer success… Read more »

How a Customer-Centric Approach Will Help Your Business Succeed

Two women co-workers discussing about adapting a customer-centric approach to help their business succeed.

Marketing has undergone a major facelift in the past several years and it has affected the way we achieve customer success. Today, customers are less focused on your company’s stellar products or service and more interested in how your organization can help them meet their needs. Customers are looking for the best value they can… Read more »

Turn the Churn Around: 7 Ways to Reduce Customer Churn Rates [Infographic]

What is customer churn rate? According to Hubspot, customer churn rate is “the percentage of customers that stopped using your company’s product or service during a certain time frame.” More simply, this metric measures the rate of which you lose a customer. So the reduction of customer churn rate means customer retention and a healthier… Read more »

Churn and Burn: Transform Customer Churn Through Customer Touchpoints

Consultant talking to customer on order to retain and improve their relationship.

Companies spend most of their time and revenue attracting new customers and turning them from a lead to a marketing (MQL) or sales (SQL) qualified lead. If you don’t retain the customers you’ve gained, all of your money and efforts are wasted. Customer churn can not only cost you time and money, but it can… Read more »

4 Simple Ways to Keep Customers Happy and Improve Customer Retention

Male and female co-worker meeting with their customer to improve their customer retention

Every business wants to grow and increase their profit margin. To do so, companies must not only attract customers but retain them. Increasing customer retention rates by 5% increase profits by 25% to 95%. So how do you increase retention? Keep your customers happy! Here are 4 ways that your marketing strategy can keep customers… Read more »

Do You Know Your Customer Health Score?

A female customer success agent understanding a couple's customer health scores

We aim to help you build up customer relationships and improve retention. Our customer health scores help us do so. However, everyone seems to know about customer health nowadays, but can they calculate it? Check out our customer health score calculator and understand how it works! Want a more in-depth customer health score? Sign up… Read more »

10 Must-Keep Resolutions for Customer Success Managers in 2019

Customer success managers developing 2019 resolutions for their company.

Companies are the most successful when they put the spotlight on customer success and retaining clients over a long period of time. Research shows that acquiring a new customer can be up to five times more expensive than it is to retain one. The success rate of selling to an existing customer is 60-70% compared… Read more »

Customer Success Trends: What to Expect in 2019

Man and woman looking at a tablet for top customer success trends in 2019

Now that 2018 is a wrap, it is time to focus on 2019: Year of the Customer. Many companies go into the year with new goals, aspirations and quotas for the company, but many tend to ignore what makes their company so successful — their customers. Continue reading to discover the Customer Success Trends of… Read more »