More articles written by Irina Vatafu
SaaS Metrics
The Power of Time to Value (TTV): From Sign-up to Success
In a SaaS world where 80% of customers uninstall apps because they don’t understand how to use them, …
Customer Success Articles
Explaining the RATER Model of Service Quality
Measuring the quality of customer service is a double-edged blade – it can be both useful and a …
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Customer Success Articles
SaaS Customer Onboarding Guide: Navigating Challenges and Driving Success
The definitive guide on how customer onboarding can fundamentally influence lifetime value, and to optimize for client retention and loyalty.
Customer Success Articles
Master Customer Success Operations through Data-led Growth
In an ever-increasing number of insights we can pull from our survey on quiet quitting, we found that …
Customer Success Articles
Make Low Touch Customer Success High Value with Automation
In our jobs as CSMs, it’s often the case that we’re overwhelmed – either by the number of …
Best Practices
Customer Outcomes – Unlock the Future-proof Measure of Customer Success
Measuring customer outcomes is now essential for business success. In the era of customer success, those unbothered to …
Customer Success Articles
The Secret to Efficient EBRs for SaaS and Customer Success
The question of executive business reviews brings up an interesting debate: are EBRs even necessary? What about QBRs? …
Customer Success Articles
Aligning with Customer Success – Promoting Cross-Departmental Collaboration
Unaligned goals and KPIs have been a challenge of customer success teams since day one. Sadly, even today …
SaaS Metrics
What is Customer Lifetime Value (CLTV): Definition, Formula, and How to Use
Where is the value of a customer? Is it in their monthly subscription? Their purchases? Their customer reviews? …
Customer Success Articles
The 13 Most Eye-opening Customer Success Webinars | 2022 List
Since the CS world is constantly full of brilliant talks, we know many of you’ve been waiting for …
Customer Success Articles
What Is a Quarterly Business Review? What QBRs Mean for CSMs
As a SaaS business, one of the best ways to ensure continual growth with your customers is to …
Customer Success Articles
Is Customer Success a Good Career? Yes. Let’s Explain Why!
Customer Success is a relatively new role that has emerged with the movement towards subscription-based software models. Although …