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5 Ways to Measure Customer Success — How Do You Keep Customers Happy?

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Customer success is often confused for customer service or customer support. In reality, customer success plays a much different role in the customer journey. As organizations grow (especially those in the SaaS space), they will see the need to manage customer relationships on a much deeper level. More than just support tickets and service requests. Think of the customer journey as a long line of...

7 Brands that Understand Customer Experience & Lead By Example.

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Customer experience is more than a fast response time. We can’t count all the times when companies were so closed off that the only reason to call them was fixing an issue. There was no personality, and there was no experience. There are just the product and not much else that would make us feel like we’re a part of something bigger. Fortunately, a lot of SaaS companies today have pivoted. They...

6 Most Popular SaaS Pricing Models.

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What is the best pricing model for your SaaS company? The answer is — it depends. Every SaaS company is unique. Which is why I can understand why it’s hard to choose the right pricing model for a SaaS company. After all, there’s a lot at stake when it comes to setting the price. At a high level, here are the 6 most popular pricing models I break down in this article: Flat Rate Pay-As-You-Go...

What is Customer Success?

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Customer success is the new black. And everyone seems to be jumping on the bandwagon. That’s great. But what does Customer Success really mean? As more companies realize the importance of optimizing and nurturing customer relationships, they are starting to invest heavily in the right resources to manage those customers and retain their business. The importance of Customer Success Although...

How to Create Loyal Customers — What Drives Customer Loyalty?

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With a market so saturated in brands, each struggling to get their ads in front of buyers, it can be hard to create loyal customers. To understand what drives customer loyalty and how you can increase loyalty to your brand, it’s important to know how customers decide what to buy and what you can do to get curious shoppers to come back as loyal, repeat customers. Understanding The Customer’s...

Why Customer Acquisition Cost (CAC) Is the Most Important SaaS Metric

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There are exactly three things that can destroy your SaaS business: bad product, big expenses, and unhappy customers. And not in that right order. When you do business, you notice that these three factors are even more connected than any of us think. But even though expenses mean your money is leaking out of your company, and a bad product means that it doesn’t have a high market value, it’s the...

Successful Companies Compete on Experience, not Price

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When it comes to retention tactics, SaaS companies, in particular, need to pay attention to their strategy. The turnover rate, or “churn” as it is sometimes referred to, is high among SaaS startups and companies. This is often because of issues with broken products, lack of customer service support, and fierce market competition. However, another reason why many SaaS companies are...

Dunning Management: Take Charge of Your Failed Payments

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Dunning management shouldn’t be taken lightly. If you have anything to do with a SaaS company, you know that SaaS churn is everyone’s worst nightmare. You could be running a perfectly organized business with the soundest of business strategies and yet, there’s always going to be customers who cancel their subscriptions. While we’ve written about how you can motivate your customers with free...

How to Convert Your Customers from Free to Paid.

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Do you remember the first time you acquired a customer for your SaaS business? And do you remember when one of those first customers left, giving you a brief introduction to churn (cancellation of recurring subscription)? Reducing the churn is the dream, really, but customers are fickle creatures. Maybe you’ve even tried giving them a free trial in hopes of your churn rate decreasing. However...

Free Trial vs Freemium: Breaking down the Pros & Cons

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Free trial works. Freemium works too. But what model is better? The answer is… it depends. Depending on your go to market strategy, many SaaS companies are fighting the constant battle of trying to convert free customers to paid.   The problem of customers canceling subscriptions or not converting is a growing one today, as there’s more competition than ever before. In addition, customers...