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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

Featured

Product Updates

Bring any unique customer data point into your CSP with Custom Objects

Our latest product update lets users create custom relational databases for the customer information that just doesn't fit anywhere else.
The Velaris Team
May 22, 2024
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Latest

Education

B2B vs B2C in Customer Success

Understand how to tailor your Customer Success strategies for B2B and B2C markets.
The Velaris Team
July 26, 2024
Education

Churn Prediction Models: What They are and How to Build Them

Learn why and how to build a churn prediction model, necessary tools, implementation tips, and solutions.
The Velaris Team
July 26, 2024
Education

A Comprehensive Guide to Creating a Joint Success Plan in SaaS

Explore joint success plans in Customer Success, their benefits, and how Velaris helps you create them.
The Velaris Team
July 24, 2024
Education

7 Customer Success Statistics Your CS Team Should Be Tracking

Dive into the essential statistics your team needs to track for enhanced retention, satisfaction, and growth.
The Velaris Team
July 24, 2024
CS Dictionary

Customer Focus: A Introductory Guide for CSMs

Learn the importance of a customer focus strategy and discover how it can elevate your approach to CS.
The Velaris Team
July 22, 2024
CS Dictionary

Understanding and Preventing Involuntary Churn

Learn everything you need to know about involuntary churn, from what causes it to effective ways to prevent it.
The Velaris Team
July 22, 2024
CS Dictionary

A Beginner's Guide to Predictive Customer Analytics

Learn the basics of predictive customer analytics, including its benefits, challenges, and best practices.
The Velaris Team
July 19, 2024
Education

Engagement and Retention: Understanding the Link

Learn how user engagement and retention connect when it comes to Customer Success.
The Velaris Team
July 19, 2024
Education

Top 10 Customer Success Software Tools

Learn about Customer Success tools and how they can streamline your CS efforts for better results.
The Velaris Team
July 17, 2024
Education

The Ultimate Guide to Customer Success Playbooks

Learn what Customer Success playbooks are and discover how your CS team can use them to streamline strategies and increase satisfaction.
The Velaris Team
July 17, 2024
Education

Decoding SaaS Churn: Top 10 Reasons for Account Cancellation

Uncover the most common reasons for churn and learn practical strategies to resolve them.
The Velaris Team
July 15, 2024
Education

Unlocking the Voice of the Customer: Strategies for CSMs

Learn everything you need to know about creating the Voice of the Customer – from key strategies for gathering data to the best ways to use it.
The Velaris Team
July 15, 2024
Education

Understanding B2B Customer Journey Touchpoints for Growth and Retention

Master B2B customer journey touchpoints for growth and retention.
The Velaris Team
July 12, 2024
Education

Building a Winning Customer Success Tech Stack: A Guide for CS Teams

Learn essential elements of customer success tech stacks, trends, and Velaris' solution.
The Velaris Team
July 12, 2024
Education

The Strategic Value of Customer Success: A Comprehensive Guide

Learn why customer success is key to business growth and satisfaction.
The Velaris Team
July 8, 2024
Education

The Role of an Onboarding Specialist in a SaaS Business

Learn about the role of onboarding specialists and how they boost customer satisfaction and reduce churn through personalized training and support.
The Velaris Team
July 8, 2024
Education

The Ultimate Guide to Customer Success Compensation Plans

Customer Success Compensation: Key models, components, factors.
The Velaris Team
July 2, 2024
Education

The Essential Customer Success Best Practices

Customer success best practices: Align organization, use tech, personalize solutions, and scale.
The Velaris Team
July 2, 2024
Education

Designing the Ideal Customer Success Team Structure

Discover the key roles and responsibilities that make up a high-performing Customer Success team structure. Learn how to build a powerhouse team that drives customer satisfaction, retention, and growth for your SaaS business.
The Velaris Team
July 1, 2024
CS Dictionary

How to Calculate Renewal Rates in SaaS?

Renewal rate in SaaS: Importance, how to calculate, and ways to improve.
The Velaris Team
July 1, 2024
Education

Unlock Revenue Growth: Mastering Customer Expansion Strategies

Discover customer expansion: upselling, cross-selling and add-ons.
The Velaris Team
July 1, 2024
CS Dictionary

Unlocking Scaled Customer Success: Essentials, Benefits, and Myths

What is scaled customer success? Components, benefits, and misconceptions.
The Velaris Team
July 1, 2024
Education

Customer Retention Vs Customer Loyalty: What's the Difference?

Customer loyalty vs. retention: Differences, strategies, integration.
The Velaris Team
July 1, 2024
Education

Customer Success Statistics: Driving Growth and Retention for Customer Success Teams

Customer success stats: Impact on retention, growth, and loyalty with Velaris
The Velaris Team
July 1, 2024
Education

Customer Implementation: The Complete Guide for Customer Success Managers

Customer Implementation: Key steps, importance, and best practices.
The Velaris Team
July 1, 2024
Education

The Complete Guide to Collecting and Implementing Customer Insights

Customer insights: Types, importance, collection, analysis, and strategies.
The Velaris Team
July 1, 2024
CS Dictionary

Who is a Customer Success Operations Manager?

Discover the role of Customer Success Operations Managers in optimising processes and maintaining customer retention and satisfaction.
The Velaris Team
June 18, 2024
Education

Customer Tiers for Customer Success: The Complete Guide

Discover the benefits of customer tiering and learn how to optimise your Customer Success strategy by categorising clients based on engagement levels and needs.
The Velaris Team
June 18, 2024
Education

The Ultimate Guide to Customer Success Goals

Learn how to unlock the power of Customer Success by setting clear goals that drive long-term growth and value.
The Velaris Team
June 18, 2024
CS Dictionary

What is the Cost of Goods Sold (COGS) in SaaS?

Understand the Cost of Goods Sold (COGS) in SaaS companies, including server costs, third-party licensing fees, direct labor, software maintenance, and bandwidth costs. Learn how to calculate COGS and its impact on financial health, as well as strategies for optimising COGS to maximise gross margins and profitability.
The Velaris Team
June 18, 2024
Education

The Rules of Engagement for Sales and Customer Success: The Full Guide

Unlock the transformative potential of B2B sales with a deep dive into the rules of engagement. These strategic guidelines ensure smooth interactions, prevent conflicts and align sales efforts with broader business goals. From lead assignment to conflict resolution, discover how clarity in engagement strategies translates into sales success.
The Velaris Team
June 17, 2024
Education

How to Build a Customer Success Team

Building a dedicated Customer Success team is essential for retaining satisfied customers and driving revenue growth. This team understands customer needs, proactively engages with them, and guides them to success. Learn how to define core functions, hire the right talent, and establish a customer-centric culture to ensure business growth and customer loyalty.
The Velaris Team
June 17, 2024
Education

CSAT vs NPS: A Comprehensive Guide to Measuring Customer Satisfaction and Loyalty

Understanding customer satisfaction and loyalty is critical for business success. This comprehensive guide explores two essential metrics: Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS). Discover their definitions, measurement methods, advantages, and how they can be used together to enhance customer experience and drive growth.
The Velaris Team
June 10, 2024
Education

Bookings vs Billings vs Revenue

Bookings represent future revenue from signed contracts, billings are amounts invoiced for delivered goods or services, and revenue is the actual income recognized. These metrics are crucial for assessing financial health, forecasting performance, and making informed strategic decisions. This article explores their definitions, importance, and interconnections to provide a comprehensive view of a company's financial status.
The Velaris Team
June 10, 2024
Education

The Ultimate Guide to Customer Segmentation Frameworks

Understanding customer data is crucial in today's business world. Customer segmentation frameworks categorize customers based on common traits, allowing personalized experiences to enhance satisfaction and drive growth. This article explores their importance, components, and implementation, providing strategies to optimize customer success. Discover how segmentation can transform your approach to customer relationships and business success.
The Velaris Team
June 10, 2024
Education

Understanding Customer Cohorts

Understanding customer cohorts is key to business success. This article explores how segmenting customers based on shared traits and behaviors can improve retention, engagement, and growth. Discover the significance, methodologies, and practical applications of customer cohort analysis, and learn how tailored strategies can drive your business forward.
The Velaris Team
June 10, 2024
Education

A Complete Guide to Increasing Customer Renewals After a Price Increase

To boost customer renewals after a price hike, clear communication and added value are key. This guide offers strategies to understand customer behavior, effectively communicate price changes, and personalize renewal offers. By offering value-added services and early-renewal incentives, you can retain customers and drive growth. Leveraging tools like Velaris can streamline these processes, ensuring ongoing customer satisfaction and loyalty.
The Velaris Team
June 10, 2024
Education

Strategies for Increasing Customer Lifetime Value

Customer Lifetime Value (CLV) is a critical metric that measures the total revenue a business can expect from a customer over the entirety of their relationship. Understanding CLV helps companies allocate resources effectively and boost profitability by focusing on high-value customers.
The Velaris Team
June 3, 2024
Education

Customer Education Program: Boosting the Product’s Value Received

Customer education programs are the cornerstone of Customer Success, driving product adoption, customer loyalty, and overall business growth. These programs function as comprehensive manuals that empower customers with the knowledge and skills needed to maximize the value of a product or service.
The Velaris Team
June 3, 2024
Education

Customer Advocacy Program

Customer advocacy programs are vital for leveraging positive customer experiences to promote a brand authentically. These programs turn satisfied customers into active promoters, enhancing brand visibility and credibility through genuine endorsements.
The Velaris Team
June 3, 2024
CS Dictionary

What is Client Offboarding?

Client offboarding refers to the formal process of transitioning a client out of your service structure, ensuring all contractual obligations are met and the separation is smooth. It's crucial in B2B environments for maintaining professional relationships and setting the stage for future interactions.
The Velaris Team
June 3, 2024
Education

The Ultimate Guide to Crafting a Digital Customer Success Strategy

In the age of digital transformation, SaaS companies are shifting towards digitally oriented customer success strategies to enhance engagement, anticipate needs, and deliver exceptional service. A robust digital customer success strategy leverages technology to optimize customer journeys and maximize value, ensuring sustainable business success.
The Velaris Team
June 3, 2024
Education

The Ultimate Guide to Customer Marketing and its Link to Customer Success

Customer marketing targets existing customers to drive engagement, loyalty, and advocacy, significantly boosting business growth and profitability. This strategy can lead to a 25% to 95% increase in profits by increasing retention rates by just 5%. Discover how integrating customer marketing with customer success can transform your business, ensuring customers feel valued and supported while driving long-term growth and stability.
The Velaris Team
June 3, 2024
CS Dictionary

Customer Lifetime Value (CLV): A Basic Introduction

Customer Lifetime Value (CLV) is a crucial metric that quantifies the total revenue a business can expect from a single customer over their entire relationship. This financial insight helps businesses optimize marketing strategies, allocate resources efficiently, and enhance customer retention.
The Velaris Team
June 3, 2024
Education

Customer Success Titles and Responsibilities

Feeling overwhelmed by the variety of Customer Success job titles and responsibilities? You're not alone. With the rapid growth of the Customer Success industry, understanding the distinctions between roles and their corresponding salaries can be challenging but essential for career advancement.
The Velaris Team
June 3, 2024
CS Dictionary

An Introduction to Annual Contract Value (ACV)

Annual Contract Value (ACV) is a vital metric for SaaS and subscription-based businesses, representing the average annual revenue from customer contracts. By providing a clear view of predictable, recurring income, ACV is crucial for revenue forecasting, budget planning, and performance evaluation.
The Velaris Team
May 30, 2024
Education

Net Dollar Retention (NDR): Client Success

Understanding Net Dollar Retention (NDR) is crucial for mastering customer engagement and retention in subscription-based industries like SaaS. This pivotal metric reveals the financial health and loyalty of a company's customer base, offering insights into business stability and growth potential.
The Velaris Team
May 30, 2024
Education

Product Adoption Metrics: The Trackers of Success

Tracking product adoption metrics is essential for measuring the success and usage of new products. These metrics provide valuable insights that drive development and improve customer satisfaction.
The Velaris Team
May 30, 2024
CS Dictionary

What are Billings?

Billings, the total invoiced amount to customers, are vital for understanding a business's financial stability and cash flow. Mastering billings can ensure accurate financial forecasting and support growth initiatives.
The Velaris Team
May 30, 2024
CS Dictionary

What Does a Chief Customer Officer Do?

A Chief Customer Officer (CCO) is crucial for optimizing customer experience and driving satisfaction post-sale. This executive role focuses on aligning company strategies with customer needs to enhance loyalty and long-term success.
The Velaris Team
May 30, 2024
Education

Customer Experience vs. Customer Success: Similarities and Differences

In today's business landscape, "Customer Experience" and "Customer Success" are often confused, yet they represent distinct aspects of customer relations. Understanding these differences is crucial for enhancing customer satisfaction, loyalty, and overall business performance.
The Velaris Team
May 30, 2024
CS Dictionary

What is Net Dollar Retention (NDR)?

NDR measures revenue changes from existing customers, revealing expansions, contractions, and churn, offering insights crucial for growth. Calculated by adjusting starting revenue with expansions and subtracting churned revenue, NDR is pivotal for sustaining growth and customer satisfaction, demanding strategies like enhancing customer success initiatives and optimizing pricing to overcome challenges.
The Velaris Team
May 27, 2024
Education

‍The Meaning of QBR in Business

QBR are vital strategic sessions where stakeholders evaluate past performance and plan future strategies, crucial in dynamic industries like SaaS. They align organizational efforts, facilitate strategic planning, and optimize resource allocation, making each session key to sustaining business growth. Engaging in QBRs ensures continuous improvement and customer retention, offering a structured approach to set goals and drive better business outcomes.
The Velaris Team
May 27, 2024
Product Updates

Bring any unique customer data point into your CSP with Custom Objects

Our latest product update lets users create custom relational databases for the customer information that just doesn't fit anywhere else.
The Velaris Team
May 22, 2024
Education

Understanding Product Usage Data

Product usage data is crucial for understanding how users interact with a product, providing insights that help refine product development, marketing, and customer support strategies. This data, which includes metrics like user logins, feature usage, and session durations, helps businesses tailor offerings to user needs, identify trends, and inform decision-making, ultimately enhancing customer satisfaction and retention.
The Velaris Team
May 22, 2024
CS Dictionary

What is Revenue Backlog?

Revenue backlog in SaaS is the unrecognised revenue a company expects to earn from existing customer contracts, crucial for predicting future revenue streams and aiding in financial planning. This backlog is fundamental for setting sales targets, making strategic decisions, and managing resource allocation, ultimately influencing the company's financial health and growth trajectory.
The Velaris Team
May 22, 2024
Education

Account Prioritization in the World of Customer Success

Account prioritization in Customer Success is a strategic method that helps businesses identify and concentrate their efforts on the most valuable customer accounts. This approach not only optimizes resource allocation and enhances the customer experience but also differentiates thriving businesses from those struggling to retain their customer base.
The Velaris Team
May 21, 2024
Education

Complete Guide to Mitigating Churn Risk

Churn risk in SaaS businesses signifies the likelihood of losing customers, directly affecting profitability and growth. The blog post delves into effective strategies for Customer Success (CS) teams to identify and mitigate churn risks, thereby enhancing customer retention, satisfaction, and sustainable business growth. These strategies include monitoring usage patterns, analyzing support tickets, and implementing personalized customer success programs.
The Velaris Team
May 21, 2024
CS Dictionary

What is Expansion Revenue?

Expansion revenue in SaaS refers to the additional recurring revenue generated from existing customers through upsells, cross-sells, and add-ons. Adapting offerings to meet evolving needs is crucial for financial growth and deepening customer relationships. Calculating expansion revenue involves subtracting the beginning monthly recurring revenue (MRR) from the ending MRR, focusing only on existing customers.
The Velaris Team
May 21, 2024
Education

Unlocking the Power of Customer Success NPS

NPS is crucial for measuring customer loyalty and satisfaction, serving as a foundational element for effective customer success strategies. The blog post explains how to implement, analyze, and leverage NPS to enhance customer relationships, drive retention, and promote growth, and also explores the future potential of NPS through predictive analytics and AI integration.
The Velaris Team
May 20, 2024
Education

Prioritizing Accounts in Sales: How and Why

Effective sales strategies rely heavily on prioritizing accounts, a cornerstone of success in the sales domain. This practice ensures that sales efforts are directed towards high-value prospects, maximizing revenue potential and efficiency. By defining clear criteria and utilizing tools like CRM systems, sales teams can strategically allocate resources, enhance customer engagement, and ultimately achieve better business outcomes.
The Velaris Team
May 17, 2024
CS Dictionary

What is a Friction Point?

Friction points, obstacles that impede smooth progress or optimal performance in business and user experiences, can manifest in various forms such as technical, operational, communication, and emotional friction. Identifying these points through qualitative and quantitative analysis is crucial for enhancing user satisfaction and retention. Once identified, businesses can address friction points by streamlining processes and enhancing support and guidance.
The Velaris Team
May 17, 2024
Education

How To Create A Successful Product Adoption Plan

Understanding product adoption is crucial for Customer Success-driven businesses, as it reflects a product's market integration and long-term customer relationships. A product adoption plan ensures success by setting clear objectives, personalized onboarding, and continuous improvement based on key performance indicators like activation rate and customer retention rates.
The Velaris Team
May 15, 2024
Education

Account Management vs Customer Success: Unveiling the Differences

Account Management and Customer Success are key for maintaining customer relationships and driving growth, but they differ in focus. Account Management emphasizes sales targets and revenue, while Customer Success aims for long-term satisfaction and retention. Collaboration between these teams enhances customer experience and drives mutual success. Leveraging tools like Velaris ensures seamless collaboration, driving sustained growth and satisfaction.
The Velaris Team
May 15, 2024
Education

How to Reduce Time-to-Value: Strategies for Faster Customer Success

Struggling with high customer churn rates and delayed value realization? Discover how reducing Time-to-Value (TTV) could be the solution. TTV measures how quickly customers see the benefits of your product. Learn how to measure TTV, why it's essential to reduce it, and practical strategies to shorten the time customers take to realize your product's value.
The Velaris Team
May 13, 2024
Education

Why Churn Analysis Matters

Churn analysis is crucial for subscription-based businesses to understand why customers leave. It offers insights to retain existing customers and attract new ones, particularly vital for sectors like SaaS. By tracking and addressing churn factors, companies can enhance customer experience, allocate resources efficiently, and predict potential churn.
The Velaris Team
May 13, 2024
Education

‍The Ultimate Guide to Customer Adoption

Customer adoption is crucial for sustainable business growth, starting from awareness to full integration of a product into daily operations. Understanding this journey is key for businesses to tailor strategies effectively. By aligning efforts across product development, marketing, and customer success, companies can enhance adoption rates, ensuring lasting value, loyalty, and reduced churn.
The Velaris Team
May 13, 2024
Education

Customer Success Enablement and its Role in the Business Growth

The article studies the strategic approach that ensures Customer Success professionals have the resources and support needed to empower customers effectively. By defining roles, leveraging data insights, implementing training programs, and addressing challenges, businesses can drive growth, retention, and customer satisfaction, gaining a competitive edge in the market.
The Velaris Team
May 13, 2024
Education

Understanding the Divide: Customer Support Vs Customer Success in SaaS

Explore how the SaaS industry distinguishes between functions that address immediate technical issues and those that cultivate long-term customer relationships. This article breaks down the strategic differences and collaborative approaches that enhance customer loyalty and drive business growth. Learn how understanding and integrating these distinct functions can lead to optimized customer experiences and successful business outcomes.
The Velaris Team
May 2, 2024
Education

Account Executive vs Customer Success Managers in an Organization

Dive into the distinct roles of Account Executives and Customer Success Managers within an organization: the former focuses on acquiring new customers through sales, while the latter nurtures these relationships to maximize value and encourage growth. This article elaborates on their responsibilities, highlighting how both contribute uniquely to customer satisfaction and revenue expansion.
The Velaris Team
May 2, 2024
Education

Understanding Customer Touchpoints: A Complete Guide for Customer Success Managers

Struggling to elevate customer satisfaction and foster growth in your SaaS business? Delve into the vital role of customer touchpoints in our comprehensive guide that lays out effective strategies to optimize these crucial interactions. From understanding touchpoints to actively enhancing them across the customer journey, this guide provides invaluable insights and actionable tips that will improve customer experience and boost retention.
The Velaris Team
April 25, 2024
Education

What is the Natural Growth Rate and Why Is It Important For Customer Success?

NGR is a metric that shows a company's organic growth potential without external investments. This guide explains how Customer Success professionals can boost NGR by focusing on customer retention and referrals, illustrating the impact of customer satisfaction, retention rates, and referral effectiveness.
The Velaris Team
April 25, 2024
CS Dictionary

What is a Customer Effort Score?

Customer Effort Scores (CES) are pivotal metrics that gauge the effort required by customers when using a company's products, services, or support channels, focusing on the ease of interaction rather than just satisfaction. These scores are instrumental for businesses as they provide insights into customer experience, predict loyalty and retention, and spotlight areas needing improvement to reduce customer friction.
The Velaris Team
April 25, 2024
Education

What Does a Customer Success Manager Do?

Explore the essential role of a Customer Success Manager (CSM) in enhancing customer satisfaction and retention, crucial for driving a company's success. This guide delves into the CSM's responsibilities from proactive engagement to strategic upselling, and outlines the skills and tools needed for effective customer management. It also highlights the challenges and opportunities CSMs face in this dynamic role.
The Velaris Team
April 25, 2024
Education

The Complete Guide to Driving User Adoption in SaaS

Discover how to drive user adoption and maximize customer retention for your SaaS product with effective strategies like improved onboarding, personalized experiences, and cutting-edge analytics. Learn how integrating AI, enhancing service compatibility, and implementing gamification can significantly boost engagement and loyalty.
The Velaris Team
April 22, 2024
Education

Everything You Need to Know About How to Increase Product Adoption

Unlock the secrets to skyrocketing your SaaS product's adoption rates with our comprehensive guide! Dive into practical strategies that ensure users not only sign up but become loyal advocates of your product, deeply integrating it into their daily workflows. Discover how to leverage customer success teams to foster long-term relationships and maximize customer satisfaction.
The Velaris Team
April 22, 2024
CS Dictionary

What is Customer Growth Rate?

The Customer Growth Rate offers a window into how a business's outreach efforts are paying off, serving as a barometer for the efficacy of its market strategies. Delve into the nuances of what drives customer numbers up and why this metric can be a beacon for both immediate successes and long-term potential. Discover how your business can harness this insight to navigate the competitive market and secure a growing customer base.
The Velaris Team
April 22, 2024
Education

GRR vs NRR: What’s the Difference?

GRR and NRR unveil the depth of customer loyalty and spending, key indicators of market success and product appeal. While GRR measures stable revenue preservation, NRR captures the full scope of customer value growth—both essential in charting a business’s financial journey. Dive into the details to align your strategies with these revealing metrics.
The Velaris Team
April 22, 2024
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

How to Create An Effective Customer Health Dashboard

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

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