More articles written by Guest Authors
SaaS Metrics
Why Acquisition Quality Matters More Than Acquisition Volume
Suppose you’re in a growth meeting and someone claims, “We doubled sign-ups this month.” While that may sound …
Best Practices
Build Once, Repeat Forever: How To Create Scalable Playbooks That Grow With Your Customer Base
A playbook is your business’s operational blueprint for customer success (CS). It defines how to onboard customers, manage …
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Customer Success Articles
Localized Onboarding With AI Voice: Lift Activation & URR in 60 Days
Whether a new user understands your product—and decides to stay—often depends on your multilingual onboarding. Many SaaS teams …
Customer Success Articles
The CFO’s Guide to Customer Success: Speaking Finance’s Language
As a Customer Success professional, your world revolves around engagement scores, customer health, and adoption metrics. Yet across …
Best Practices
The UX/UI of a Customer-Facing Knowledge Base: Designing for Self-Service and Retention
A customer-facing knowledge base (KB) isn’t a static FAQ archive; it’s a core product surface that shapes onboarding, …
SaaS Metrics
7 Best Customer Experience Analytics Tools (2026): Features, Use Cases, Pricing
Cutthroat competition in today’s market has set the customer experience above price or product. The numbers support this …
Best Practices
Inside the Mind of a Churning Customer: What They Won’t Tell You
Seeing your hard-earned customers drift off the radar into another competitor’s arms is an outcome no brand desires. …
SaaS Metrics
Understanding SaaS Metrics: URR and ACV Explained
In the world of SaaS, understanding business data is mission-critical. However, while everyone talks about churn rate, MRR, …
Tools
Top Collaboration Tools for Customer Success Teams Working Remotely
Customer success teams are one of the roles that can be easily done remotely. However, there are some …
SaaS Metrics
Understanding 7 Vanity Metrics in SaaS and How to Avoid Them
Growing your business in the SaaS industry can be challenging. You have to track the numbers and look …
SaaS Metrics
What Is Product-Market Fit? SaaS Metrics, Signals & How CS Helps Achieve It
Product-market fit (PMF) is the non-negotiable milestone of sustainable SaaS growth, but it’s also one of the most …
Best Practices
How to Track Leads Without Losing Sight of Customer Experience
What’s the first thing you think of when considering how to track leads effectively? Is it the quality …
Best Practices
How SaaS companies use visual onboarding across the customer journey to drive revenue expansion
Imagine a person signing up for a new SaaS tool. They expect a smooth start. Instead, they see …
Best Practices
How to Handle Enterprise Customers When There’s More Than One Decision Maker
Enterprise customers present some of the best opportunities to make a profit. But of course, the greater the …
Customer Success Articles
7 Innovative Ways to Build and Maintain Customer Relationships
Cultivating customer loyalty can pay dividends in the long-term. In SaaS, repeat business isn’t just beneficial—it’s critical for …
Customer Success Articles
Why Diversifying Sales Channels Is Key to Customer Success
Leading a customer success team means you’re always focused on ensuring clients have the support they need. Your …
Best Practices
7 Proven Email Strategies for Re-engaging Customers and Preventing Churn
In the high-stakes world of SaaS, every dormant account represents not just a lost opportunity but also a …
SaaS Metrics
12 Key Metrics to Measure Customer Loyalty in SaaS
According to Harvard Business Review, acquiring a new customer is anywhere from five to 25 times more expensive …
SaaS Metrics
Maximizing Customer Retention in SaaS: How Customer Success Transforms Subscription Growth
Customer retention is a game changer for SaaS companies. While attracting new users is important, retaining existing customers …
Customer Success Articles
Empowering Your Customers: Effective Support Strategies and Communication Management Software
Did you know that 82% of customers stay loyal after a positive service interaction? Yet, only a fraction …