TagCustomer Success

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...

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...