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Recipes for retention

Customer success the way the experts do it.

Blog
CSM to CSM: Tips for Handling Customer Escalations (Gracefully)

It’s “easy” to succeed when your product is working perfectly fine and there are no setbacks. You are able to follow and execute the success work plan you have set up with your clients without any blockers or delays.

Blog
Hugo Keeps Data at the Center of Their Self-Serve Model and Sees Growth Across the Board with Vitally

“Vitally solves the problem of giving us one central place where all of our customers exist, where all the data about the customer comes in, and where our customer success strategy lives…”

Blog
How Mature is Customer Success at Your B2B SaaS Organization?

These seven levels should act as a framework, outlining the key areas wherein your Customer Success department can expand and mature as you scale Customer Success at your organisation.

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Blogs
Blog
CSM to CSM: Tips for Handling Customer Escalations (Gracefully)

It’s “easy” to succeed when your product is working perfectly fine and there are no setbacks. You are able to follow and execute the success work plan you have set up with your clients without any blockers or delays.

Blog
Hugo Keeps Data at the Center of Their Self-Serve Model and Sees Growth Across the Board with Vitally

“Vitally solves the problem of giving us one central place where all of our customers exist, where all the data about the customer comes in, and where our customer success strategy lives…”

Blog
How Mature is Customer Success at Your B2B SaaS Organization?

These seven levels should act as a framework, outlining the key areas wherein your Customer Success department can expand and mature as you scale Customer Success at your organisation.

Blog
How to Measure the Effectiveness of Your Customer Health Score in Five Steps

In this post, we’ll be covering how you can see whether or not your customer health scores (and scoring model) are accomplishing what they’re meant to accomplish—giving your Customer Success team, and business, an accurate pulse on the ‘health’ of your book of business.

Blog
Foleon Increases Retention & Expansion, Not Headcount, After Upgrading From a CRM to Vitally

“Most of the Customer Success software out there is bolted on to a CRM, and they only allow the CRM to be the source of truth. The problem is that the CRM at a company of our stage and size is normally a ‘spaghetti mess’.”

Blog
Customer.io Goes From No Dedicated Customer Success Tool to Seeing a Massive ROI with Vitally

“When we look at the number of contracts that we’ve renewed because of Playbook reminders alone, compared to the amount of money we’ve invested in Vitally over the last three years, the return on investment has been pretty massive.”

Blog
Five Ways to Level Up In Your Career as a Customer Success Manager

Customer retention is critical to a business’ growth and continued success. That means that companies are always on the lookout for superstar Customer Success Managers.

Blog
When is a Chief Customer Officer Justified?

If your company has goals around building a more customer-centric culture and product roadmap, improving the customer experience, and reducing churn and increasing retention, then hiring a Chief Customer Officer may be a natural next step.

Blog
The CEO’s Guide To Setting A Chief Customer Officer Up For Success

Dedicating a role in the C-Suite to Customer Experience goes a long way toward putting your money where your mouth is. However, it can quickly become a hollow gesture if not properly executed and expectations not sufficiently set.

Blog
Productboard Reduces Gross Churn by 50% in 1 Year with Vitally

“In 2020 alone, we reduced our gross churn relatively by 50%. Even as we scaled, we were able to spend our time as wisely as possible with customers.”

Blog
Product-Led Customer Success: Defining the Three Pillars

The biggest difference between traditional and product-led CS lies in how you approach the customer and set them up for success with your product.

Blog
SaaS Churn Benchmarks: What does a “good” churn rate look like?

Churn is the primary performance metric for Customers Success teams at SaaS businesses and, despite being simple to calculate, perhaps no other metric is the subject of so much confusion. SaaS markets are dynamic and competitive, often making it difficult to judge what constitutes a “good” churn rate.

Blog
Shogun Makes a Science Out of Customer Success with Vitally

“If you’re not making a science out of Customer Success, you’re probably missing out on a lot of opportunities to reduce churn and see more expansion revenue.”

Blog
A Letter From Our CEO: Announcing Vitally's Series A financing, led by Andreessen Horowitz

I'm thrilled to announce that Vitally, the leading Customer Success platform used by hundreds of high-growth teams such as Segment, Productboard, and Calendly, has closed a $9.2M Series A financing, led by Andreessen Horowitz (a16z).

Blog
Retention Isn’t Just Maintaining The Status Quo, It’s The Key Growth

Yes, every business wants a steady stream of new customers -- but how often does driving new business come at the expense of client retention? In reality, client retention is the foundation of growth.

Blog
Mitigate early churn with this Customer Success Plan template

How many times have you won a deal only to realize that your new customer doesn't have the bandwidth or resources to get the proper value from it? Rather than waiting until customers are weighed down with blockers, guarantee smooth onboarding and implementation with a customer success plan.

Blog
Which Customer Success tools belong in your startup tech stack

The right tech tools will automate repetitive tasks, expose insights from large quantities of data, and help disparate teams collaborate more effectively. But with hundreds of software solutions available, how do you choose? Here's a list of 11 tools

Blog
The Importance of Health Scoring by Customer Lifecycle

Too many companies try and build a one-size-fits-all scoring model for their customers; this is a method doomed to failure. In order to actually facilitate proactive and reliable health scoring, you need a model where customers are scored uniquely based on contextual factors.

Blog
How Soapbox uses Vitally to fuel their Product-Led Growth

With over 700 new companies signing up per week, employee engagement app Soapbox needed a way to prioritize trials and free users that represented actual revenue upsell opportunities. All with a Customer Success team of two.

Blog
What's the right time to bring on a dedicated Customer Success Platform?

With so little standardization around customer success tooling and process compared to other teams, how do you know when the right time to start using a dedicated customer success platform is? If you want best-in-class growth, the answer is as soon as possible.

Blog
How one Customer Success leader created a framework for a seamless Sales-CS handoff

As a Customer Success professional, you’ve probably felt the brunt of a poor Sales-CS handoff. Here's a framework you can use to get your Sales-CS teams on the same page so your customers (and your team) can focus on what matters most — success

Blog
A plan to fail: How a premortem can help you see (and stop) future churn risks

Why add churn analysis to the glass-half-full conversations that overflow every time a new customer is signed? Because it's one of the best ways to stop churn from happening. Here's why and four steps you can take to make your own premortem playbook

Blog
5 tips for a successful Sales to Customer Success handoff

The perfect Sales-CS handoff is seamless, consistent and leaves your customer 100% sure they made the right call choosing your product. Here are 5 tips that will ensure each new customer is sped smoothly along the path from purchase to value.

Blog
Why Sales should own account expansions and renewals

Some say CSMs should leverage their close relationships to close expansion deals. Some say you should let the sellers do the selling. We weighed the most common arguments for who should own expansions and renewals and came to a clear conclusion. Spoiler alert: It's Sales

Blog
Why it’s a mistake to separate Customer Support from Customer Success

Is the hyper-growth phase of your business the right time to decouple Success and Support? Probably not. You'll miss out on a golden opportunity to train your CSMs at a critical point in your company’s growth. Not to mention putting the customer experience at risk for those shiny, new customers.

Blog
A static list of Customer Success Manager skills is wrong for you. Here’s how to make your own

Hiring a Customer Success Manager is not a one-size-fits-all operation. Here are four questions to ask yourself before you go looking for that perfect candidate and an interview scorecard formula you can use for when you do.

Blog
How to reduce churn with segmented churn analysis

As your user base grows, trends from some of your customers become masked in the overall churn analysis. Learn how to segment your customers so you can analyze and target specific groups to maximize your churn prevention.

Blog
How to send automated customer success emails that don’t suck

You're a Customer Success Manager, which means you probably send a lot of emails to engage your customers. But are they getting opened? Read? Acted on? Here are three things people hate about email and three ways you can improve the chances that your inbox communications will delight, not annoy

Blog
Four tips from the experts to lead your Customer Success team remotely

Leading a dispersed Customer Success team isn’t always easy. We talked to top CSMs and CS leaders at companies like Close, Customer.io, and Prezly and got their tips for managing remote Customer Success teams. These are their strategies for making remote work ideal work.

Blog
How to create a customer health score with four metrics

Health scores are often the backbone of an effective Customer Success team, helping identify healthy and at-risk accounts. In this post, we'll go over some sample metrics any B2B SaaS team can use to build a powerful health score.

Blog
These five customer churn prediction mistakes are costing you

Customer churn prediction is hard—we get it. Especially when you consider most customers don't tell you when they're unhappy. Here are 5 mistakes you might be making when predicting customer churn and what to do about them

Blog
The Power Of Positive Onboarding Friction

The goal of user onboarding is not to get the user to experience your product as quickly as possible. It’s to help them adopt new product habits, understand the full value of your product, and keep coming back for more. Habit-formation requires some 'friction.'

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