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Velaris Resource Hub

Your go-to source for best practices, leadership articles, and a whole host of insights to empower your entire Customer Success org

Latest

CS Dictionary

What Are Product Feature Requests?

Product feature requests, which come from sources such as support tickets and social media, drive innovation by aligning development with user needs. Prioritizing these requests involves assessing their ROI, feasibility, and fit with the product vision. Effective integration into the development roadmap and transparent communication with stakeholders are crucial for maintaining product relevance and customer trust.
The Velaris Team
April 11, 2024
Education

The Ultimate Guide to Customer Health Dashboards

The strategic implementation of Customer Health Dashboards has become crucial. These tools not only streamline complex data into actionable insights but also enhance customer relationships through real-time metrics such as satisfaction scores, usage patterns, and renewal rates. By offering a comprehensive view of customer health, these dashboards enable businesses to identify trends, anticipate needs, and tailor strategies effectively.
The Velaris Team
April 9, 2024
Education

The Ultimate Guide to Customer Success Principles

This guide will explore essential principles from understanding customer needs to implementing effective retention strategies, providing actionable steps to help businesses confidently navigate the customer success journey. Principles like consistency, measurement, innovation, building trust, and adaptability are foundational, shaping decisions and interactions to foster strong, positive customer relationships and drive business growth. By antic
The Velaris Team
April 9, 2024
CS Dictionary

What are Customer Lifecycle Stages?

The customer lifecycle stages are a crucial framework for businesses aiming to thrive in today's business landscape. Each stage presents unique challenges and opportunities, from capturing initial interest to nurturing loyal advocacy. In this guide, we explore the six key stages - acquisition, onboarding, adoption, growth, retention, and advocacy - offering actionable strategies and insights to drive success.
The Velaris Team
April 1, 2024
CS Dictionary

What is a Customer Health Score?

Unlike traditional metrics, CHS offers a comprehensive view of customer relationships, encompassing usage metrics, engagement levels, and support interactions. Learn how CHS drives growth and retention by serving as an early warning system and enabling proactive engagement. Explore strategies for constructing and utilizing CHS effectively, while navigating challenges like data accuracy and scalability.
The Velaris Team
April 1, 2024
CS Dictionary

What is User Adoption?

This article delves into factors influencing adoption rates, such as product usability and onboarding processes, and offers tactics like personalized onboarding, continuous engagement, and leveraging user feedback to optimize adoption. Learn how to measure success through key metrics like activation rate and retention rate, and leverage data analytics for enhanced user experiences.
The Velaris Team
April 1, 2024
Education

Complete Guide to OKRs for Customer Success

Customer Success Objectives and Key Results (OKRs) serve as navigational tools for CS teams, aligning efforts with organizational goals. This blog provides insights, examples, and guidance on crafting effective CS OKRs. With clear OKRs, CS teams can drive accountability, focus efforts, and achieve meaningful results. Incorporating technology like Velaris streamlines tracking and optimization, empowering teams to drive success in satisfaction and retention.
The Velaris Team
April 1, 2024
CS Dictionary

What is a Win Loss Ratio in SaaS?

Unveil the hidden power of the win/loss ratio, a simple yet potent tool that holds the key to understanding your sales success in the dynamic realm of SaaS. Explore how this metric reveals crucial insights into your performance, guiding you towards strategic enhancements that could transform your business trajectory. Ready to harness the numbers and unlock the secrets to maximizing your sales potential?
The Velaris Team
March 25, 2024
Education

Low Touch vs High Touch Customer Success: What's the Difference?

Understanding the distinction between low-touch and high-touch models is crucial when refining your Customer Success strategy. Dive into this blog post to explore these models, discovering insights on how they can reshape your business's approach to customer relationships. From personalization to efficiency, uncover the power of automation and adaptability in crafting successful customer journeys.
The Velaris Team
March 20, 2024
Education

Customer Success Reporting: The Full Guide

Unlocking the secrets hidden within customer data isn't just a strategy—it's a game-changer. From dedicated Customer Success Managers to essential stakeholders, this guide serves as your practical roadmap. Delve into the realm of insightful reporting, where the compilation and presentation of reports become pivotal in driving informed action.
The Velaris Team
March 19, 2024
Education

The Ultimate Guide to Customer Engagement Models

In today's competitive market, a well-defined customer success engagement model is essential for business growth. It serves as a roadmap, outlining interactions between a company and its clients throughout their journey. This guide explores various engagement models—from high-touch to hybrid—and their benefits. Dive deeper into practical implementation strategies via this ultimate guide.
The Velaris Team
March 19, 2024
CS Dictionary

What is Customer Churn Software?

Ever wondered how businesses keep customers from leaving? Enter customer churn software – the answer to predicting and preventing customer exits. With its powerful analytics and tactics, it transforms customer engagement, driving growth. But choosing the right software is key. Discover how it turns potential losses into lasting relationships and sustainable growth.
The Velaris Team
March 11, 2024
Education

Value Realisation in SaaS: An Ultimate Guide

Unlock the potential of your SaaS product by mastering value realization. In a world where software subscriptions reign, ensuring customers understand and extract full value from your product is key. Delve into strategies that align your solution with customer goals, enhance its implementation for peak performance, and leverage customer success for optimal outcomes.
The Velaris Team
February 28, 2024
Education

The Complete Guide to Health Scores for Customer Success

Elevate your customer success strategy by mastering the art of health scores, the key to unlocking a deeper understanding of customer satisfaction and loyalty. Discover how these scores serve as a beacon, guiding you through the complexities of customer relationships.
The Velaris Team
February 28, 2024
CS Dictionary

What Is Product Adoption?

Unlock the secrets of product adoption to seamlessly weave your product into the fabric of your customers' everyday lives. Journey from sparking initial intrigue to achieving unwavering loyalty, uncovering strategies that turn potential into enduring engagement. Delve into how user experience, value proposition, and compatibility are key to enchanting your audience.
The Velaris Team
February 27, 2024
CS Dictionary

What is User Engagement?

Dive into the realm of user engagement with our comprehensive guide designed for business leaders and marketers. Recognize the pivotal role of customer success in optimizing engagement, fostering trust, and driving business growth. Elevate your understanding and implementation of user engagement for lasting success.
The Velaris Team
February 20, 2024
CS Dictionary

What is Customer Onboarding?

Embark on a journey to understand the essence of successful business with our guide on customer onboarding. Learn how first impressions impact loyalty and discover strategies for creating an effective onboarding process, including clear expectations, simplification, engagement, personalization, and robust support. Elevate your business by mastering customer onboarding, the critical transition from acquisition to loyalty.
The Velaris Team
February 19, 2024
CS Dictionary

What is Product Stickiness?

Dive into the world of product stickiness – a crucial element in the business realm. Discover its pivotal role in customer retention and business success, uncover the elements that make a product 'sticky and explore strategies to enhance stickiness, from audience research to social media engagement. Product stickiness isn't just about attracting customers; it's about retaining them and ensuring lasting business triumph.
The Velaris Team
February 19, 2024
CS Dictionary

What is a Downsell?

Explore the transformative power of downselling in this insightful guide tailored for business owners and sales enthusiasts. Uncover the nuances of this strategic approach that goes beyond conventional sales tactics. Embark on a journey to master the balanced use of downsells, ensuring profitability, resource management, and, most importantly, satisfied customers.‍
The Velaris Team
February 19, 2024
Education

Top KPIs for Customer Success Managers

Unlock the potential of your business with our comprehensive guide on Customer Success Manager (CSM) Key Performance Indicators (KPIs). In the dynamic landscape of strategic planning, these KPIs play a pivotal role in fostering and expanding your customer base. Uncover the roadmap to success with our guide on CSM KPIs, a valuable resource in your journey to drive genuine customer success and informed decision-making.
The Velaris Team
February 8, 2024
CS Dictionary

What is Time-To-Value (TTV)?

Unlocking the true value of a product or service is a pivotal aspect of business success. In this post, we'll delve into the significance of Time-to-Value (TTV) as a vital metric in measuring customer satisfaction and business growth. We'll explore the key components of effective TTV measurement, strategies for reducing TTV, and the integration of TTV into customer success strategies. Stay tuned as we discuss how businesses can streamline pro
The Velaris Team
February 7, 2024
CS Dictionary

What is Annual Recurring Revenue (ARR)?

In this post, we're delving into the critical role of Annual Recurring Revenue (ARR) as a vital business metric. This metric forecasts annual revenue from recurring subscriptions, guiding strategic planning and resource allocation. We'll explore how ARR is calculated and its significance as a reliable indicator of business growth and customer value.
The Velaris Team
February 7, 2024
Education

Key Customer Onboarding Strategies To Improve Retention and Advocacy

Discover top-notch strategies for successful B2B SaaS customer onboarding! From personalized welcomes to community-building, navigate challenges and harness tech innovations for a seamless experience. Learn more about tailoring to diverse needs, managing complex integrations, and leveraging automation to foster long-term loyalty and satisfaction. Dive into the future of onboarding with AI-driven personalization and virtual experiences.
The Velaris Team
February 7, 2024
Education

Customer Success Operations: Everything You Need To Know To Run Successful CS Ops

Unlock the secrets to business success with this comprehensive guide on Customer Success Operations (CS Ops). Serving as the backbone of a thriving customer success team, CS Ops ensures seamless processes and systems align for optimal customer success and business growth. Dive into the world of CS Ops to power your customer success efforts effectively and set yourself apart in the competitive landscape.
The Velaris Team
January 26, 2024
CS Dictionary

Customer Retention Rate: Everything You Need To Know

Uncover the key to sustained business prosperity with this in-depth exploration of Customer Retention Rate (CRR). Whether you're new to the concept or seeking to refine your existing strategies, this guide provides the insights and strategies needed to elevate your customer retention game and secure a distinctive position in your industry.
The Velaris Team
January 26, 2024
CS Dictionary

What is CSAT

Decoding Customer Satisfaction (CSAT): A Comprehensive Guide! Understand what CSAT is, how to calculate it, and its vital role in business success. Learn the step-by-step process of designing and collecting CSAT surveys, along with the formula to calculate CSAT scores. Interpret your scores, and explore strategies for continuous improvement. Unleash the power of CSAT to drive long-term success and customer advocacy
The Velaris Team
January 12, 2024
CS Dictionary

What is Net Promoter Score (NPS)?

Unlock the power of Net Promoter Score (NPS) in customer loyalty! Explore this comprehensive guide to understand, calculate, and leverage NPS to measure customer satisfaction. Uncover actionable strategies to boost your NPS score and elevate your business by mastering the art of NPS and driving customer loyalty and satisfaction.
The Velaris Team
January 11, 2024
CS Dictionary

What is Monthly Recurring Revenue (MRR)?

Elevate your SaaS business by mastering the art of maximizing MRR! Delve into this comprehensive guide that demystifies MRR, offering insights into its calculation and strategic significance. Explore how MRR impacts financial forecasting and business health, and gain actionable strategies to boost MRR. Elevate your SaaS business by mastering the art of maximizing Monthly Recurring Revenue and ensuring sustained growth
The Velaris Team
January 9, 2024
CS Dictionary

What is a Value Proposition?

Unraveling the Significance of Value Propositions in Business Growth! This article provides a comprehensive guide to understanding, crafting, and optimizing a compelling value proposition. Explore the impact of a strong value proposition on differentiation, trust-building, and customer loyalty. Elevate your business by mastering the art of creating a value proposition that resonates with your target audience and sets you apart in a competitive market.
The Velaris Team
January 9, 2024
CS Dictionary

What is Churn Rate?

Unlock the secrets of Churn Rate in SaaS businesses! This article provides a concise guide to understanding, calculating, and combating high churn rates. Explore the impact on revenue and customer satisfaction, and discover actionable strategies, including effective onboarding, regular engagement, personalized experiences, and the role of customer success teams. Elevate your SaaS business by mastering the art of reducing churn!
The Velaris Team
January 8, 2024
CS Dictionary

What is Upselling?

Are you looking to elevate your sales strategy and drive revenue growth? Understanding the concept of upselling is pivotal, especially in industries like B2B SaaS. This article explores the significance of upselling in the B2B SaaS sector, emphasizing its role in fostering long-term customer relationships and loyalty.
The Velaris Team
December 22, 2023
Education

Demystifying the Role of a CSM - Here's What You Need to Know

Customer Success Managers (CSMs) are the unsung heroes of business, dedicated to ensuring both customer satisfaction and company growth. If you're intrigued by this dynamic role, this guide will help you discover the essential skills, a typical day in the life of a CSM, and why businesses need them for long-term success. Join the ranks of CSMs and become a driving force for customer success and business growth.
The Velaris Team
December 22, 2023
CS Dictionary

What is Customer Acquisition Cost (CAC)?

Elevate your business strategy by unraveling the significance of Customer Acquisition Cost (CAC).This essential guide navigates through the intricacies of CAC, emphasizing its critical role in determining the efficiency of sales and marketing tactics.
The Velaris Team
December 15, 2023
Education

Building A Customer Success Dashboard: Everything You Need To Know

Are you looking to elevate your customer success strategy? Developing a customer success dashboard, a blend of data analytics and user-centric design, can significantly refine your approach. Here's a guide on how to streamline the integration of data visualization, CRM, and analytics into a single, cohesive platform using customer success dashboards, enhancing your team's efficiency and decision-making abilities.
The Velaris Team
December 15, 2023
Education

Mastering Tech Touch in Customer Success for Increased Efficiency

Are you striving to enhance your customer success operations? Implementing tech touch, a blend of technology and personalized engagement, can revolutionize your approach. This guide dives into tech touch's essentials, revealing its ability to streamline customer interaction, enhance support, and boost business efficiency. Explore how tech touch can transform your customer success model, offering a strategic mix of automation and personal touch
The Velaris Team
December 4, 2023
Best Practices

How To Use A Value Statement To Drive Value Realization

It's tough out there today for Customer Success teams. Every software item on the P&L is under scrutiny and needs to be heavily justified. Not just once but many times, sometimes with little notice. Here's how you can use value statements so you'll never be at a loss when it comes to justifying your product's worth.
The Velaris Team
December 1, 2023
Education

The Ultimate Guide to Customer Onboarding in SaaS

In the fast-paced world of SaaS, the key to success lies in customer onboarding – a process that can make or break your business. It's not just about introducing your product; it's about building trust, fostering relationships, and ensuring customers unlock the true value of your SaaS offering. This ultimate guide dives deep into the art of effective customer onboarding, revealing strategies that can supercharge your business growth.
The Velaris Team
November 22, 2023
Education

The Ultimate Guide to SaaS Customer Churn and Strategies to Reduce It

Discover the secrets to preventing SaaS customer churn with our comprehensive guide.
The Velaris Team
November 6, 2023
Announcements

Embracing Global Potential: Velaris Recognized in Forbes India's Select 200 Companies

It is our absolute pleasure to announce that we have been listed among Forbes India's Select 200 Companies with Global Business Potential! With this recognition we renew our dedication to excellence and innovation in Customer Success on a global scale.
The Velaris Team
November 2, 2023
Education

How to Calculate Net Revenue Retention in SaaS

Net Revenue Retention (NRR) is crucial for SaaS companies, measuring their ability to retain and expand revenue from existing customers. This article explains how to calculate it.
The Velaris Team
September 14, 2023
Case study

Case Study: Velaris streamlines StaySafe's customer data, boosting efficiency and enabling strategic growth

This case study describes how Velaris was able to provide StaySafe with a single-screen approach for customer data, and, as a result, helped the company to achieve improved efficiency and strategic growth.
The Velaris Team
September 13, 2023
Education

The Balancing Act: Customer Feedback and Visionary Product Development

This article explores the delicate balance product managers must strike between customer feedback and product vision for long-term success and innovation. Read on to discover how best to strategically navigate the interplay to achieve both customer satisfaction and product excellence.
Yasintha Jayaratne
September 4, 2023
Press-release

Hostaway partners with Velaris to pioneer Customer Success in Hospitality Tech

Hostaway x Velaris. Hostaway, a pioneering force in hospitality tech, has joined forces with Velaris to redefine the landscape of vacation rental property management. Read on to find out how Hostaway empowers its customers by leveraging Velaris’ visionary technology.
The Velaris Team
August 29, 2023
Education

Ultimate Guide to SaaS Revenue Retention for Customer Success Teams

Your comprehensive resource for mastering revenue retention in the competitive world of SaaS: The Ultimate Guide for Customer Success Teams Discover how a mere 5% boost in customer retention can lead to a profit surge of up to 95%. Delve into the role of Customer Success teams, vital metrics, common challenges, and 5 strategies for boosting retention. Leverage AI and the ideal tech stack to pave the way for sustained growth.
The Velaris Team
August 29, 2023
Perspectives

How Can AI Supercharge B2B Customer Success?

AI is the word on everyone’s lips. Its possibilities are being explored in every industry, from AI improvising along with musicians to new tech allowing restaurant workers to replicate Michelin star meals.
Dilanka Kalutota
August 21, 2023
Education

Beyond Salesforce and HubSpot: Scaling Customer Success Operations

Customer Success, as a newer function within B2B SaaS, provides unique challenges when it comes to empowering CS teams to deliver exceptional experiences, especially when companies scale. For this reason, CRM tools, like HubSpot and Salesforce do not provide sufficient functionality for an effective CS strategy. This article explains why, and highlights how you can benefit by coupling your CRM app with a strong supporting customer success platform.
Dilanka Kalutota
August 3, 2023
Education

Customer Success: Where Sales and Product Meet for Ultimate Satisfaction

In B2B SaaS, customer success is a key driver of long-lasting client relationships. Yet many businesses misunderstand its true function. This article explores the symbiotic relationship between sales, product, and CS, and highlights how an effective alignment of these 3 key business functions can nurture client relationships and drive business growth.
Dilanka Kalutota
August 1, 2023
Op-Ed

A B2B Customer Data Platform that enables collaboration, automation, and success!

Velaris is the modern CDP, co-founded by experts in the B2B SaaS industry, to provide a complete solution, that enables seamless collaboration, automation, and ultimately success for both you and your customers. This article explains, in the words of our founders, why they built Velaris and how it can help you to supercharge your CS team.
Dilanka Kalutota
July 28, 2023
Product Updates

Connect by Velaris: A New Era of Customer Collaboration

Introducing Connect by Velaris, the new extension to our Customer Success Platform that revolutionizes the way businesses manage customer-related tasks. Read on to learn more about the possibilities of Connect by Velaris and how it can help improve collaboration, transparency, and efficiency.
The Velaris Team
July 11, 2023
Education

The 5 Core Metrics Every CS Leader Needs To Use

There are countless metrics that you can use to evaluate the performance of your business, and it can be overwhelming to figure out the best place to start. The key is narrowing down your focus to the metrics that matter most. This article delves into the 5 CS metrics you can't do without.
José Fernández-Castaño
May 11, 2023
Best Practices

Accelerate Success: Your first 90 days as Head of CS

If you're starting a new role as Head of CS, then this article is for you! We delve into actionable tips on how best to plan your first 90 days to ensure you and your team are set up for success.
The Velaris Team
May 10, 2023
Best Practices

How to ace your first 90 days as a CSM

Starting a new role as a Customer Success Manager can be overwhelming, which is why we've put together a simple and effective plan of action for your first 90 days. Read on for tips on where best to focus your efforts, and ensure your days at work are plain sailing.
James Leggett
May 5, 2023

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