8 Ways to Reduce Churn in Your SaaS Product

Danni FriedlandCustomer Success, Onboarding0 Comments

8 Ways to Reduce Churn in Your SaaS Product

To run a profitable, successful company, you need to keep customer retention high and your churn rate low.

While it sounds simple, this is the result of:
1. Tracking the right metrics
2. Optimizing the user experience
3. Analyzing the customer lifecycle
4. Informing users about new features
5. Sending timely reminders to reassure they are using your product to its full potential
6. And so much more

To reduce churn, you have to know your product, the user’s behavior, and the users’ needs.

Maintaining their loyalty is an ongoing effort.

However, if you are providing a top performance service by understanding what they need – not only will they stick around for a long time but you will also get referrals.

Here are  8 tactics that leading companies use to remind their users that their product/service is the best.

Feel free to copy all 8.

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37 User Onboarding Resources That Will Boost User Loyalty

Danni FriedlandCustomer Success, Onboarding, Product Manager1 Comment

37 user onboarding resources

Though still under-hyped, User Onboarding has the biggest impact on your customer’s Lifetime Value (LTV) and churn rate.

I’ll keep it short and simple – if your onboarding process sucks, your new users will churn faster than you can say “I’ve read ‘Lean Startup’ by Eric Ries and it changed my life”. The biggest challenge of any product is convincing users they should stick around and give you a chance.

Odds are against you as it is. If your onboarding process isn’t good – you’re setting your product growth up to fail – from the start!

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What does a Customer Success Manager actually do?

Danni FriedlandCustomer Success0 Comments


Customer Success Management (CSM) has become a huge trend among many startup and tech companies.

Still, there is a lot of confusion about what the role actually entitles.

In its rock-solid foundations, the CSM’s job is to ensure that customers will achieve success with company’s product.

If done right, helping users succeed over time, will build a loyal user base for your product or service.

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Create The Perfect Customer Success Process With These 5 Practices

Danni FriedlandCustomer Success0 Comments

Building trust between the brand and the user can be challenging.

Things aren’t always smooth when starting something new but as Dave Duke, VP of Customer Success at Sigstr, points out , there is a lot of power in customer success during the early stages of your startup.

“I think what’s exciting about starting a company from scratch is there’s an opportunity to make customer success really foundational to the culture and business strategy as a whole.

For example, if you want to earn the right to grow a customer relationship, you have to cater to that wave of first customers in a pretty special way.

Need to realize the importance of treating them well and creating a good experience. Those early learnings will be the difference between success and not being successful, due to the nature of startups in general.”

How can your passion for helping customers be mirrored in the way they interact with your product?

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How to Get Your Clueless Manager On-Board With Your UX Process

Danni FriedlandUser Experience0 Comments

How to get your clueless manager on-board with your UX process

We know that you know the value of User Experience (UX). Your users definitely understand the benefits of great UX.

But what can you do if your company’s Product Manager doesn’t get it? Or even worse, if your CEO doesn’t get it?

Too often, we find great User Experience designers feeling frustrated with their positions.

Either because they are not getting the freedom to do what they do best or maybe because the PM or CEO (with no UX experience) think they know best and are calling out on the UX decisions.

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SaaS Customer Success Metrics – What to Measure to Drive Growth

Danni FriedlandCustomer Success0 Comments

Customer retention is the most valuable metric for SaaS companies to follow.

If your churn rate is high and users aren’t coming back to your platform, your product will not grow – not in Daily Active Users nor in revenue.

A few years back, all the buzz was about user acquisition, but as the industry matured, the focus shifted into user retention.

This is why the role as a Success Manager has acquired notable momentum in the past few years.

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Customer Success Talk With Petr Pinkas (Feedly)

Danni FriedlandCustomer Success2 Comments


In our 3rd “3 Quick Ones” article we present an interview with Petr Pinkas, Customer Success Manager at our favorite content curation platforms – Feedly.

Feedly is a platform for organizing, reading and sharing the content of your favorite sites. It allows you to organize and access your favorite blogs, news sites, podcasts and Youtube channels, all in one place.

Petr’s experience and dynamism throughout his professional career have helped Feedly become such a great, customer-focused platform and it shows in every aspect.  As a Customer Success Manager, his rigorous attention to detail and devotion has set the needs and opinions of customers as a top priority.

We learned various effective tools and tips from him as well as what success means for a CSM and we are delighted to share it with you.

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