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How Customer Success Data Can Impact Strategy Company-Wide

Your Customer Success efforts generate a lot of data, from product usage to customer behavior to adoption and renewal rates. But how are you supposed to use all that data? Think of the data as the raw ingredients you can buy from the grocery store. You can buy the highest quality ingredients or you can […]

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Understanding the Connection Between Customer Success and Renewals

According to Harvard Business Review, acquiring a new customer is somewhere between five and 25 times more expensive than keeping a customer you already have, depending on what line of work you’re in. Think about all the time, energy, and money you spend on attracting new visitors, pursuing new leads, and closing new sales — […]

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Diamonds in the Rough: Finding Growth Opportunities in Your SMB Customers

As of 2018, there were slightly over 30 million small businesses in the United States. The number of businesses with more than 500 employees? Only 120,000. What this means is that small businesses are an enormous opportunity for any B2B software as a service (SaaS) business. If you can get in on the ground floor […]

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Who Owns Your Customer Communication? Marketing or Customer Success?

Fact: keeping customers is more cost effective than adding new ones. The numbers vary depending on industry, time scale, and who you ask, but the consensus is that it’s five to ten times more expensive to acquire a new customer than it is to retain an existing one. Furthermore, existing customers are more likely to […]

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Upgrade from Freemium to Premium with Tech Touch

Everyone loves free stuff — like free samples of fancy cheese at the grocery store. But there’s a reason the store hands out free samples, and it’s not out of the goodness of their heart. They want you to spend money on a whole block of the fancy cheese. Freemium SaaS models — where the […]

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Customer Success Tools: The New ATM?

In the 1980s, ATMs started to become widespread in banks across the country. Bank customers didn’t have to go up to the counter or interact with a human being at all in order to make a deposit or withdrawal, and tellers were worried. They thought ATMs would replace them, making their jobs unnecessary and at […]

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Back To Basics — How To Talk To Your Customers

There’s an old joke about a naval officer who sees a blip on the radar and gets on the radio to tell them to change course. The person on the other end of the radio refuses, telling the naval officer that he should change his course instead. Indignant, the captain of the ship takes the […]

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The Importance of the Customer Check-In

There was a time when a business’ relationship with its customers basically ended at the point of purchase. You convinced customers that you had the best product, made the sale, and that was the end of it. Those days are long gone. Customers today are spoilt for choice. In every area of business, they have […]

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The 5 Stages Of The Customer Success Lifecycle

When your customers decide to begin a relationship with your business, you are both embarking on a path in which you are responsible for delivering on the promises that your marketing and sales teams made. Guiding your customers at the right pace, with the right understanding of their business, and providing the right tools are […]

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Customer Retention Strategy: Measuring & Managing Subscription Consumption

The need to measure product utilization and/or subscription consumption is a no-brainer. Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. If usage is low, odds are that your customer sees little if any value in your solution. And […]

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