Blog

11 Ways to Make Your Angriest Customers Happy

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Gaining customers is hard work. Add to that the fact that it costs up to twenty-five times more to acquire a new customer than to retain one, and it’s hefty motivation to keep customers happy. So what happens when customers are angry and threatening to leave? Is there any way to turn them into happy customers before it’s too late? Absolutely. With a little proactivity, creativity, and assistance...

Emotional Intelligence: How brands can use EQ to deliver the best customer experience.

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Having an excellent product or service is not enough to drive sales nowadays. Consumers don’t just buy a product. They want to have a great experience before, during and after the sale process. It requires a lot of attention to detail from brands to get it all right. This is why Customer Experience (CX) is a key factor for the growth and sustenance of many businesses. Customer experience is...

Customer Success is the New Black

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Gone are the days that businesses compete on price, product or features. Recently, a new trend has emerged, one that is quickly becoming one of the most important factors in the growth of a SaaS business: Customer success. At its core, customer success is the idea of ensuring customers achieve their desired outcomes while using your product or service. It’s transformative and can be and should be...

The Ultimate Guide to SaaS Terms You Should Know

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We thought it would be fun and interesting to create a post that could be used as a larger SaaS glossary. It will be a continuous effort as we’ll continually be adding SaaS terms to it. In addition to just naming buzzwords, we’ll provide some perspective for each term and any further resources we’d recommend as well. Definitely stash this away in your bookmarks. Similar to the...

Dunning Emails 101 — The complete guide to dunning and involuntary churn

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Here’s the sad truth for every subscription company when it comes to dunning emails. When your customers have billing issues or failed payments that counts toward your churn rate. Ouch. The good news is, with the right strategy there’s a handful of ways to combat that type of involuntary churn. What are dunning emails? Dunning emails can offer an effective way to notify your customers...

Churn rate is a symptom of something bigger. And it’s not what you think.

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We’ve talked about SaaS churn, how to calculate churn, and more to drive home how important it is to properly understand churn. Not only understand it at a high level but also at a detailed level. There’s a ton of things to worry about when building a subscription company but you can only put off a high churn rate for so long. As much as SaaS (Software as a Service) founders, startups...

How to Calculate Churn in 4 Simple Ways — Keep it Simple

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By the time you’re done with the article, there’s one important point we hope to drive home. When it comes to how to calculate churn, keep it simple. It’s more important that you’re actually keeping your finger on the pulse when it comes to your churn rates than having some complicated, predictive modeling method. We get it’s fancy but it can be moving target. As a...

SaaS Churn for Beginners — The ugly part of SaaS

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Let’s talk about SaaS churn. We get it, SaaS is sexy but what about the ugly part of SaaS? Churn. Today we’re going to deep dive into all things as it relates to SaaS churn. We see it often where founders, startups, organizations etc. are quite ‘lax’ with how they calculate their metrics. Especially churn. The problem is if you’re off even by a little bit, SaaS churn...

Living under a rock. BETA Update. #makingweav005

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Surprise! We’re still here. Quietly working away, obviously 😉 It’s been a busy few months since we last posted but we’re happy to report we’ve accomplished exactly what we set out to do with our BETA. In the meantime, a lot has changed (hopefully for the better) and we’re eager to wrap things up for our public launch. Not to get too ahead of ourselves, as we’re...

How to Make a Go To Market Strategy for a SaaS Product

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Today we want to walk through a high-level overview of how to create an effective go to market strategy for your SaaS product. We purposely included SaaS in the title because there are key differences when launching a SaaS product (like Weav’s ecommerce marketing automation) vs. physical product vs. services and so on. On top of that, it’s been something we’re heavily involved...