The benefits of solid customer retention are too good to ignore, yet most SaaS companies still focus on customer acquisition. But which is more important? Rachael Pilcher of Lighter Capital tackles this question that is always in the back of the mind of CS
As SaaS continues to mature, many companies find that their unit economics don't allow for a traditional 1:1 CS engagement model. Phil O'Doherty of Keep | Grow has considerations and 10 steps to implement a low touch model in your customer success team.
“Why won’t they respond?”. You’re scratching your head as you try to understand why a customer has ghosted you. Chad Horenfeldt of Updater (via The Success League) wants to help us re-engage and ghostbust those lost customers.