More articles written by Irina Vatafu
Tools
Best Free and Paid Customer Success Tools Every CSM Should Use
Customer success managers have a lot of responsibilities. According to a recent study, 48% of CSMs surveyed said …
Customer Success
How an Upskilling Strategy Can Level Up Your CSMs
There’s no need to beat around the bush – SaaS is changing. We’re seeing it all around us. …
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Customer Success
How to Build a Churn Prediction Model that Works
Our lives in customer success are in a constant state of guesstimating our customers’ sentiment as to our …
Customer Success
CSP: The Catalyst for Customer Success in SaaS
Amidst the chaos of Google Sheets reports and CRM clutter, lies the catalyst for customer success in your …
Guides
The guide to product adoption and why CSMs need to care
What makes a SaaS successful? Is it the glorious reviews? The buzz the product created when it first …
Customer Success
What’s the Cost-Benefit Analysis and How You Can Make the Best Use of It in SaaS & CS
When you’re looking to prioritize customer requests in customer success, it can be challenging to find the correct, …
SaaS Metrics
Top Customer Success OKRs to Use + OKR Spreadsheet Template
Let’s talk customer success objectives. Specifically, customer success OKRs. Be honest: how many times have you been uncertain …
SaaS Metrics
What is Net Dollar Retention (NDR) and How CSMs Can Improve it
Getting new users is no easy task. And it’s expensive. Not to mention time-consuming. Luckily, keeping the ones …
Customer Success
How to Prioritize Customer Needs and Stick to Your Budget
Prioritizing customer needs comes down to cost vs impact – but implementation will always depend on both CS and Product teams. Here’s what to consider.
Customer Success
SaaS Customer journey challenges and how to overcome them
Navigating the SaaS landscape? Then you know the customer journey isn’t merely a series of touchpoints—it’s the linchpin …
Customer Success
The Silent Architect: How Customer Success Influences Product Roadmaps
The product roadmap is not a one-and-done process. It’s an ongoing cycle of listening, learning, and iterating. Your …
Best Practices
Why Is No One Responding To Your Customer Success Managers?
Interacting with customers can be an anxiety-inducing rollercoaster ride. One of the lows of that ride can often …
SaaS Metrics
The Power of Time to Value (TTV): From Sign-up to Success
In a SaaS world where 80% of customers uninstall apps because they don’t understand how to use them, …
Customer Success
Explaining the RATER Model of Service Quality
Measuring the quality of customer service is a double-edged blade – it can be both useful and a …
Customer Success
SaaS Customer Onboarding Guide: Navigating Challenges and Driving Success
The definitive guide on how customer onboarding can fundamentally influence lifetime value, and to optimize for client retention and loyalty.
Customer Success
Master Customer Success Operations through Data-led Growth
In an ever-increasing number of insights we can pull from our survey on quiet quitting, we found that …
Customer Success
Make Low Touch Customer Success High Value with Automation
In our jobs as CSMs, it’s often the case that we’re overwhelmed – either by the number of …
Best Practices
Customer Outcomes – Unlock the Future-proof Measure of Customer Success
Measuring customer outcomes is now essential for business success. In the era of customer success, those unbothered to …
Customer Success
The Secret to Efficient EBRs for SaaS and Customer Success
The question of executive business reviews brings up an interesting debate: are EBRs even necessary? What about QBRs? …
Customer Success
Aligning with Customer Success – Promoting Cross-Departmental Collaboration
Unaligned goals and KPIs have been a challenge of customer success teams since day one. Sadly, even today …