To measure the effectiveness of customer success efforts, companies need to establish key performance indicators (KPIs) that align with their customer success goals.
27 March, 2023
Are you, like anyone in the SaaS space struggling to understand this volatile market and looking to enhance your sales cycles or customer retention strategies?
23 March, 2023
How often do you ask questions from your customers? Do you engage with them regularly or as and when it’s required? A lot of businesses miss out on a lot of opportunities because they assume that they already know how their customers are doing.
16 March, 2023
If we see outsourcing in isolation, and we are still in the early stages of the development of customer success-focused business operations, outsourcing CS seems like a good option, but
9 March, 2023
Customer Experience (CX) is the holistic impression that your customer has formed of you as a brand throughout their relationship with you.
2 March, 2023
While acquiring new customers is important, it is also essential for you to prove the value of your product. The first 30 days after a new customer buys your SaaS product are very crucial for building a strong relationship and delivering what they were promised in the sales pitch.
25 February, 2023
The success or failure of a product in the market depends on its level of adoption. Customers are more likely to stick with a business if they experience ease in using a product to derive the desired outcome.
21 February, 2023
They say not all churn is bad. What do you think? I think so too, but don’t take my word for it. Some say all churn is bad and I’d give that to them but not take it personally!
15 February, 2023
Customer visibility is a vital aspect of customer engagement that exhibits the layers to which a business has access to customer data and behavioral patterns
14 February, 2023
If you are wondering who is a Customer Success Manager and what does this person do? Let’s try and walk you through what a day in a life of a CSM looks like.
8 February, 2023
An effective customer success plan must include a comprehensive awareness of the customer's journey. It's also crucial to remember that customer visibility extends beyond simply their interactions with the CSM.
6 February, 2023
Churn is a common problem for businesses that run on a SaaS model. If you don’t retain your customers, you risk losing out on potential revenue.
3 February, 2023
It’s high time to evangelize the concept of Customer Success and no better timing to do this than at the start of a fresh year.
10 January, 2023
CX (Customer Experience) and CS (Customer Success) are two distinct but equally important departments within a company. They often work at cross purposes because of the lack of communication.
10 January, 2023
Why should marketing start and end with the objective of generating customers? In order to truly utilize the potential of marketing, one needs to go beyond the conversion stage and create a marketing charter for the customer.
9 January, 2023
To become a successful CSM, you need to always be aware of the financial implications of your decisions and plan the budgets accordingly.
5 January, 2023
From the time a sale is closed and internally handed over (from the Sales to CS teams) to when the customer has access to your platform and starts the adoption process would be a simple way to define the onboarding process.
16 December, 2022
Customer Success teams are the voice of ‘The Customer’ and ‘The Product’. Goes without saying, the product and CS teams are not mutually exclusive and have a tandem relationship.
9 December, 2022
The idea is to collectively work towards the common goal of customer value and satisfaction and with customer-focused performance marketing
30 November, 2022
For a customer success team to be able to help the customers achieve their desired goals, it becomes essential to track signals from all key customer interactions with the business.
29 November, 2022
Data shows that focusing on the current customers is very crucial as a mere 5% increase in customer retention can increase the bottom line by 25% to 95%.
24 November, 2022
The purpose of a customer success department is to successfully onboard a customer, actively engage with them, improve product adoption, exhibit value-add to the customer, and ultimately convert customers into brand loyalists.
16 November, 2022
Net Promoter Score is an index between -100 and 100 that measures the likelihood of customers recommending a business’ products/services to others. Positive NPS shows the color green and negative shows red.
7 November, 2022
Customer Success can be defined as a method to assist your customers to use your product successfully and efficiently to gain value from it. As a result, customers are satisfied and engaged, keeping them in the business for a prolonged span.
30 October, 2022
NRR is a key KPI for a SaaS organization's long-term health. A healthy NRR indicates a growing and sustainable business. While NRR is important, it does not always paint the complete picture and it's better to supplement NRR with complimentary metrics like GRR and Net Logo Retention.
18 October, 2022
In the case of SaaS businesses, where building long-lasting customer relationships and customer satisfaction are the keys to organic and sustainable growth, a successful Sales to Customer Success handover can play a positive role.
29 September, 2022
While choosing a customer success platform that is best suited for you can be tricky, we’ve collated a set of questions and divided them into segments so you can easily evaluate the best Customer Success Platform for you.
29 September, 2022
Product analytics tools help companies with digital products collect data and analyze how their customers interact with the various features of their products. But is tracking a customers’ interaction with your product enough to ensure 100% customer retention?
28 September, 2022
Let's take a quick look at the key Customer Success Platform features and analyze how does ZapScale compare to Gainsight.
21 September, 2022
Let's take a quick look at the key Customer Success Platform features and analyze how does ZapScale compare to other CS platforms.
21 September, 2022
A Customer Success Platform is an effective tool that gives a unified, 360-degree view of your customer data pulled from all customer interactions with your business and your product.
21 September, 2022
While a CRM can effectively automate the sales process to save time, and effort and improve sales performance, is it a suitable tool for customer success?
21 September, 2022
Product analytics tools are great! They help businesses to track and analyze customers' interaction with their product and its various features. They can also effectively help in improving product adoption.
20 September, 2022
A customer-centric model is where an organization's primary focus centers on its customers' needs. The first virtue which should come to your mind when you think customer centricity has to be - `empathy’.
12 September, 2022
Customer success today is not only about catering to and optimizing customer journey post-sales but a relationship that establishes right from the first day a potential customer interacts with your product.
24 August, 2022
ZapScale monitors each customer using its 40 customer health KPIs, the AI then works across these 40 key data points and gives predictions based on learned patterns. See the infographic below for more insight.
23 August, 2022
ZapScale offers the deepest, most comprehensive customer health scoring with its 40 pre-built, out-of-the-box health KPIs.
17 August, 2022
ZapScale enables you to configure business outcomes with its DIY on-screen drag-and-drop tool and helps to track every customer's business outcomes achievement.
17 August, 2022
ZapScale provides 50 pre-built automated playbooks that get triggered for alerts and alarms and create tasks, send emails and messages with steps to take pre-emptive actions.
17 August, 2022
We at ZapScale have built a solution that helps the Customer Success teams to collaborate with other departments and contextually communicate on every customer issue.
17 August, 2022
Does it take you months to onboard a Customer Success Platform? Imagine wasting so much time setting up a CSP when you could've spent that time focusing on your customers. Well, no more!
17 August, 2022
Customer Success is vital for every start-up. From the moment you have acquired your first few customers, Customer Success should become ingrained in your business as a philosophy and a core point of focus.
10 August, 2022
As a SaaS Start-up founder my life is filled with challenges every day. These are the five challenges that I feel will create the difference between becoming a unicorn or a sweetcorn!
23 April, 2022
When I started working on my Customer Success startup ZapScale my first thought was why should anyone spend on Customer Success and what value it brings.
23 April, 2022
The sterile lap of luxury and security was great but the nervous tension emanating from the creative anxiety of building a start-up is a drug that once taken - hooks you up for life.
23 April, 2022
In 2021, I and my co-founders quit our jobs and started building ZapScale - a customer success platform.
23 April, 2022
Measure the emails’ volume and consistency to know the bad / unhygienic customers / users. A successful customer stays in high touch with you with high consistency.
17 April, 2022
Measure the late payments to know the bad / unhygienic customers / users. A successful customer pays in full and pays on time.
16 April, 2022
Measure the page visits volume and consistency to know the bad / unhygienic customers / users. A successful customer shows high page visits with high consistency.
15 April, 2022
Measure the feature fitment of each customer. A successful customer shows high feature fitment with your product. In other words, a successful customer has almost all of their needed features already in your product and need not ask for more.
14 April, 2022
Measure the ticketing volume vs product usage volume. A successful customer shows high usage with low issue reports.
13 April, 2022
Measure the product usage volume and consistency to know the bad / unhygienic customers or users. A successful customer shows high product usage with high consistency.
12 April, 2022
