Puneet Kataria

Optimize and Scale your Customer Success Workflows!

What is a Customer Success Workflow? If you’re a Customer Success Manager (CSM), you know how tough the job is. Your data is scattered across multiple platforms. So you must manage chat, email, calendars, call notes, ticketing systems, and Customer Success platforms. With so much...

CRM is insufficient for your Customer Success!

One fundamental truth that dictates the growth and scalability of a business in the SaaS industry is that it takes many months to recoup the Customer Acquisition Cost (CAC) and reach the profitable stage at a unit economics level. As a result, in order...

5 Best Ways to Optimize your Customer Success plan

Congratulations! You’ve decided to set up a Customer Success practice at your B2B SaaS business. It’s because you want your customers to derive more value from your product, right? So, where do you start? Essentially, with a Customer Success plan. Going ahead, optimize your...

Difference between Gross Revenue Retention and Net Revenue Retention

In the SaaS industry, Customer Retention is the lifeblood of any business. The metric is critical as many venture capitalists look at it and decide whether to fund the business or not. Such an important one, isn’t it? Yes, but why? It is because...

Segmenting Customers to Drive Customer Value

What is Customer Segmentation? As a SaaS company grows, customer segmentation becomes an important tool not just for the CS team but also for the entire company. Customer Segmentation is grouping customers into different segments based on shared traits. The concerned segment will have...

Driving value through Customer Advocacy for your SaaS Business

Your most satisfied customers won’t go around singing praises about you. It would be awesome if they did. Wouldn’t it? Yes, absolutely. We are witnessing more and more buyer-controlled customer journeys. Buyers check for online reviews and peer recommendations before making a purchase. You can…

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