In my January 10 piece, If SaaS companies are serious about customer success, they better learn from Coupa's community intelligence approach, I issued a call for other winning examples. I some very ...

In the dynamic world of Software as a Service (SaaS), metrics serve as the compass guiding businesses through the labyrinth of challenges and opportunities. From fledgling startups to established ...

Customer experience (CX) is a critical function for any SaaS business. But all too often, CX teams are left to fend for themselves when it comes to tracking critical metrics across the customer base.

The enterprise software industry is overloaded with customer success hype. But I'm on the hunt for inspiring and instructive examples. Here's a standout, via the Sage Intacct SaaS vertical team - ...

BANGALORE, India--(BUSINESS WIRE)--Last year B2B SaaS companies lost over $15 Billion in ARR (Annual Recurring Revenue) from customer churn and it is estimated that annual customer churn would hit $50 ...

Imagine you're in a departmental meeting, and a person from your customer success department is speaking about "NRR," "NPR," "CHS," "churn" — and you stopped listening five minutes ago after ...

In 2026, the main focus for SaaS companies shifts from just growing fast to growing smart. This means making sure growth is efficient and can last. It’s about using tools like AI to work better and ...

SAAS is no more a buzz word and has progressed to be the mainstream way of selling software, it is growing by leaps and bounds and progressing towards being de facto way of selling software. SAAS ...

For the past two years my primary responsibility has been ensuring the experience of SOARIZON, a SaaS solution for managing drone operations, is a positive one for my customers. I joined the team in ...

Why is it that things always move towards becoming more complex? If you’re not careful, complexity leads to overwhelm, which leads to procrastination, and then we just turn our attention to what to ...