Ideas

Most SaaS products generate a lot of data throughout their usage. Whether you've built a CRM system that helps sales teams to be more efficient, or a monitoring tool that…

The most common reason cited for a customer ceasing to use a product or service isn't that they have a major problem. In 70% of cases they leave due to receiving poor…

In any growing business, problems happen. Servers go down, payments get taken early, and new features go live with bugs and glitches. To help your customers weather the storm of…

Instead of waiting for a problem to appear, you can develop a truly proactive support to customer service, and reach out to users on a regular basis. Periodically call up…

Customer service is a staple part of running a SaaS solution; but that doesn't mean your job should stop after the customer has hung-up the phone. Even with a perfect…

Your first ~100 customers are hugely important. They provide the first tentative signs that your product has decent market fit, and their early involvement helps refine the future direction of…

As your SaaS business grows, you start generating more leads, and your sales team starts closing them, you put increasing pressure on the customer success team to keep churn rates…

It's a universal truth that people love free stuff. When you have particularly evangelical fans and especially dedicated users, it makes sense to reward their hard work, and reinforce their…

A 'success milestone' is any form of positive interaction between your business and your users. We've talked earlier about the example of a CRM user closing a deal, but milestones…

Happy customers are the best possible advertisement for your business. Unsurprisingly, one of the easiest ways to earn happy customers is by giving away free stuff. Companies like Dropbox and…