New customers are wonderful, but recurring customers are what keep a business afloat, especially for SaaS and other service companies. That’s why it’s critical to keep retention levels steady. As such, we have to understand both why clients return (or stay subscribed) and why some don’t. That’s why it’s important to analyze customer churn. By […]

For SaaS and subscription businesses, customer success is a key revenue driver. Closing new contracts is important, but retaining and increasing revenue from existing accounts is crucial for maintaining and growing ARR. So, how exactly do you measure if a customer is “successful” (and what does that even mean?) In this article, you’ll learn how […]

Today’s high-performing revenue teams are those who are focused heavily on retention, not just new client acquisition. (It’s the whole reason they’re called revenue teams, and not sales teams, in the first place.) The thing is, they’re working in a constantly changing environment, with new data, goals, products, and budgets to work with each quarter. […]

Beating customer churn is how the best-of-the-best Customer Success orgs shine. And it all starts with their onboarding experience. No matter how intuitive and well-designed your product is, you can’t expect your buyers to know how to use it. They need some hand holding to help them become proficient. So how can you help your […]

It’s more cost-effective to hold onto a customer than it is to gain a new one. That’s why companies today are so focused on retaining the customers they already have (i.e. churn reduction). This is especially true for subscription-based SaaS companies that base their entire business model on recurring revenue.  No matter what kind of […]

In an ideal world, every single buyer that interacts with your business would be an instant superfan, so enamored with your product and their purchase experience that they’d be singing your praises from the rooftops. Unfortunately, we don’t live in a fantasy world (otherwise, you’d probably be off on some beach somewhere sipping cocktails, not […]

The world has changed dramatically. As Nick Mehta, CEO of Gainsight said, “even though our jobs might have felt hard before going remote, they definitely seem like smooth sailing in hindsight.”  And the key to thriving in today’s economy, according to Nick? Driving more sales from customers. (Some things in sales never change!) Nick joined […]