SaaS Tattler

Tales of Terrible Customer Service

It’s called SaaS for a reason: Software as a SERVICE. As Neil Patel puts it: Considered holistically, SaaS is a service that involves interaction between people doing business.

Empowering One Another - Marketing and Customer Success

Learning from the extensive knowledge that Customer Success has of what an ideal customer looks like, Marketing can improve its messaging and targeting strategies to attract better customers.

What's The Best Way To Handle Software Outages?

When your SaaS application goes down, the responsibility of Customer Success is to save face and mitigate the damages for customer relationships and retention.

The Truth About Churn: Getting Dumped By Your Customer

For valentine's day, we’re looking at churn straight in the eyes. Hope this helps you get over your last customer heartbreak, and you can turn that churn rate upside down.

The Best Online (and Offline) Customer Success Communities

How to Deliver Mind-Blowing QBRs

Quarterly or Executive Business Reviews are an essential part of every Customer Success Manager's life. QBRs are your chance to demonstrate your value to your customer.

How, Why and When Should You Say "Thank You" To Your Customer?

One of the most important role and responsibility of Customer Success is to build trusting relationships with customers. A simple step can help you get started: showing gratitude.

Going Beyond Net Promoter Score Results

Net Promoter Score results can tell you a lot about your customers, your organization, and the relationship between the two.

What Are Your Haters Actually Saying About You?

Customer Success teams watch out for their customers' best interest. However, they are also in the front-line when it comes to unhappy and critical customers.

Let Your Emails Be Heard!

196.3 billion emails sent each day in the world, and almost 109 billion of those are business emails. We've dedicated this week's tattler to emailing -- and how we can all get (even) better at it!

The Right and Wrong Ways to Onboard Your Customers

Onboarding… everyone in SaaS knows this is a vital step. What a better way to ensure your customer values your service than to start off the relationship on the right foot?

Who Should You Have On Your Customer Success Team?

What are the indicators of an amazing Customer Success professional and what should you be paying attention to during the hiring process?

Is It The Right Time to Upsell to Your Customer?

Turn Your Customer Into Your Best Salesperson

Have you ever heard the saying, “Happy wife, happy life”? Well, take that same concept and apply it to your business. Successful customers, successful business.

Should Customer Success Managers be product experts?

Reality is, people aren’t talking enough about the other elephant in the room, the dynamic between Customer Success and Product. Have you ever wondered, “Should CSMs also be product experts?”

Customer Success in B2B vs B2C and why it's important to you

In this issue of the SaaS Tattler, we’ll be comparing and contrasting Customer Success in B2B vs. Customer Success in B2C, and shedding some light on the latter topic in general.

Customer Success: What Customers (Really) Think About You

As a CSM, the following thought has likely crossed your mind a few, well, hundred times: “How am I perceived by my clients?” Truth be told, there isn’t necessarily a clear, concrete answer to this.

How To Build And Maintain Strong Customer Relationships

Closing the sale was just the beginning… now the real work begins. Beyond your product meeting a customer’s need, it’s important that you’re laying down the foundation for the future.

Identifying Red Flags in Customer Success

Churn. There are over a million words in the English dictionary, and yet it’s every SaaS professional’s least favourite one.