The sales to customer success handoff is one of the most important intersections in the customer journey. It can make the difference between successfu...
Reducing your SaaS customer churn isn’t as challenging as it sounds. You just need to know what to do in order to achieve it. There are three primary...
The cost to acquire one dollar of new customer Annual Recurring Revenue (ARR) is $1.60., while the cost to expand an existing customer is only 69 cent...
As you grow, complexity will increase and new departments, teams, initiatives will require focus on new goals. It’ll be a mix of quantitative and qual...
Metrics provide a common language and reporting system that cross-functional teams can rally around. The right set of metrics can act as a north star...
The process begins with acquiring new customers, and after a while, we have a database of customers. However, sometimes things don’t work out as plann...
It's easy to intuitively understand why repeat customers spend more money. Similarly, we all can think of brands that we enjoy so much that we've reco...
A customer escalation is a support situation where an initial attempt to resolve a customer’s ticket has failed and the ticket has to be passed on to...
CX is the result of every interaction a customer has with your business, from navigating the website to talking to customer service and receiving the...
