Customer Segmentation for Customer Success: How to Prioritize the Right Accounts
Not all customers deserve the same level of attention, and it is a reality that all customer success teams must go by. Managing 10 or even 20 accounts and giving them the same amount of attention is still understandable, but as the number of accounts increases, it becomes more and more difficult to accomplish this. […]
Quarterly Business Reviews (QBRs): A Practical Guide for Customer Success Teams
It takes a CSM three days to import data from six separate systems and produce a 40-slide PowerPoint presentation. The customer has only 20 minutes of attention in the actual meeting but asks, “So what does this mean for us?” That is not a quarterly business review. That is a waste of time. A real […]
Customer Churn Rate: Formula, Benchmarks, and How to Reduce It
At a churn rate of 5% per month, this equates to losing almost 50% of your customers by the end of the year. Nevertheless, the majority of SaaS CEOs think about acquisition rather than retention. The twist? As per Bain & Company, retaining only 5% more of your customers can increase your bottom line by […]
Customer Health Score for SaaS: How to Build a Model That Predicts Churn and Expansion
Why did this customer churn if their customer health score was green? It cannot be denied that most health scores do not accurately reflect important metrics. While customers seem to have a consistent level of usage and show healthy signs of a continued relationship, until a point. When renewal comes around — poof! Gone! The […]
Time to Value (TTV): How to Shorten It and Improve Retention
In SaaS, customers expect to see results from you almost before they can even see your product. The time from sign-up until a customer has determined whether your product has value is shrinking rapidly, and this is a fact that many teams are oblivious to. For example, Amplitude’s 2025 Product Benchmark Report analyzed over 2,600 […]
Customer Onboarding for SaaS: How to Reduce Churn From Day One
Many SaaS companies lose customers long before they ever think about churning. Do you know why? Customer losses occur in silence. A customer signs a new contract and joins the kickoff call, but then gradually disengages. Customers’ logins decrease. They don’t use features that they have purchased. The products that were designed to resolve their […]
What is Employee Net Promoter Score?
What if the key to better customer outcomes isn’t in your product roadmap or customer success playbook—but in how your own team feels about coming to work? While B2B executives commonly follow specific customer health metrics, use rates and overall retention, there is often a disconnect between the metrics executed on the customer side versus […]
The Concept of ‘Customer Delight’ & How to Achieve It
Here’s a question: What’s the difference between a customer who renews and one who becomes your loudest advocate? The answer isn’t improved service levels and quicker response times. The difference lies in delighting customers. To maintain the viability of a contract in a B2B SaaS environment, client expectations must be met. Going above and beyond […]
Customer Testimonials: Why They Matter and How to Use Them Strategically
When going for a new product, one of the first things a customer searches for is other customers’ reviews. A genuine positive feedback gives us a push to purchase the product. This is applicable in every scenario. Almost every website has this feedback in the form of customer testimonials. They are like a strategic asset […]
Account Manager Demystified: What They Do and How They Differ from Customer Success
‘Building strong relationships with customers” is the motto of every business. Every business hires dedicated teams to make sure the motto is followed through. This is followed by the conversation of “Do we need account managers or customer success teams? Or both?” Not just this, the terms are also often used interchangeably. This is what […]