SaaS Tattler

The SaaS Tattler is a curated selection of readings from bloggers and publications, products to check out, companies to watch, and other worthwhile news from around the SaaS and Customer Success world.

  • The Truth About Churn: Getting Dumped By Your Customer

    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.

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  • The Best Online (and Offline) Customer Success Communities

    The Best Online (and Offline) Customer Success Communities

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  • How to Deliver Mind-Blowing QBRs

    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.

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  • How, Why and When Should You Say "Thank You" 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.

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  • Going Beyond Net Promoter Score Results

    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.

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  • What Are Your Haters Actually Saying About You?

    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.

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  • Let Your Emails Be Heard!

    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!

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  • The Right and Wrong Ways to Onboard Your Customers

    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?

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  • Who Should You Have On Your Customer Success Team?

    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?

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  • Is It The Right Time to Upsell to Your Customer?

    Is It The Right Time to Upsell to Your Customer?

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  • Turn Your Customer Into Your Best Salesperson

    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.

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  • Should Customer Success Managers be product experts?

    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?”

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

    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.

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  • Customer Success: What Customers (Really) Think About You

    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.

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  • How To Build And Maintain Strong Customer Relationships

    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.

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  • Identifying Red Flags in Customer Success

    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.

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  • Structuring Customer Success - What Works, What Doesn’t

    Structuring Customer Success - What Works, What Doesn’t

    As the landscape of SaaS companies continues to expand, it has become increasingly more difficult to find a SaaS company without some form of a dedicated Customer Success structure in place.

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  • Tools to Support Your Growing Customer Base

    Tools to Support Your Growing Customer Base

    However, that shouldn’t stop them from making their customers successful. There are numerous tools available that work with your budget while still helping to optimize the efficiency of your workflow.

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  • Celebrating Success With Your Customers

    Celebrating Success With Your Customers

    There are many ways a company can celebrate success with their customers. Making an effort to celebrate your customer's success is a great way to build a solid relationship and increase loyalty.

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  • Sales or Customer Success?

    Sales or Customer Success?

    It's an uphill battle for a CSM when the customer-facing teams are misaligned. It's a concept that Ed Powers commonly refers to as Organizational Silo-ism.

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