Customer success

The good SaaS times will end and challenges are coming

Because a lot of SaaS leaders have never run a business through one, it might be helpful to share some ideas on how to be ready for the inevitable slump.

Customer success isn’t an add-on – Start early to win later

Customer Success needs to be structured to scale. And it needs to be top-of-mind from day one. Here is a look at the data and strategic rationale for launching CS early in a startup’s growth to...

6 steps to reduce churn for high-volume subscription companies

Your customers don’t really want to cancel. At least, not all of them. Between 15 and 30 percent of customers leave for reasons that are within your control. Tapping into these customers...

Catalyst raises $15M from Accel to transform data-driven customer success

Managing your customers has changed a lot in the past decade. Out are the steak dinners and ballgame tickets to get a sense of a contract’s chance at renewal, and in are churn analysis and a whole b

Freshworks acquires customer success service Natero

Customer engagement service Freshworks, which you may still remember under its old name of Freshdesk, today announced that it has acquired Natero, a customer success service with some AI/ML smarts tha