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Articles

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

Featured

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
Read more
chevron_right

Latest

Education

Creating Effective Onboarding Email Templates

Learn to create and optimize onboarding email templates as a CSM.
The Velaris Team
September 9, 2024
Education

Best Ways to Collect Customer Feedback

Discover effective methods to collect customer feedback, organize it for action, and improve your services through thoughtful engagement.
The Velaris Team
September 9, 2024
Education

4 Steps to Implement High Touch Onboarding for Complex Clients

Take a more attentive approach to your complex customers by learning about high-touch onboarding and its role in Customer Success.
The Velaris Team
September 9, 2024
Education

Everything You Need to Know About Support Tickets

Efficiently manage your support ticket process with our tips on prioritization, automation, and communication for better customer satisfaction.
The Velaris Team
September 6, 2024
Education

A Guide for Customer Success Teams on Time Management

Help your Customer Success team manage their time better with our best practices.
The Velaris Team
September 6, 2024
Education

Customer Loyalty Programs Ideas that can Help Your CS Team Increase Retention

Discover the best customer loyalty programs for CS teams to boost retention and satisfaction with tailored strategies for SaaS businesses.
The Velaris Team
September 4, 2024
Education

A Basic Success Plan Template Every CS Team Can Use

Use our customer success plan template to give your team a clear way to achieve your customers’ goals.
The Velaris Team
September 4, 2024
Education

Customer Success Statistics: Data-Driven Insights Every Customer Success Manager Needs to Know

Explore essential Customer Success statistics that prove the impact of proactive engagement, retention strategies, and customer-centric growth on business success.
The Velaris Team
September 2, 2024
Education

Everything You Need to Know About Offboarding Clients

Ensure a professional offboarding experience with our detailed checklist. Learn key components and best practices, and more.
The Velaris Team
September 2, 2024
Education

Customer Success Certifications to Grow Your Career

Looking to grow your career in Customer Success? Learn about essential certifications, including CCSM and CCEP, to enhance your expertise and open new opportunities.
The Velaris Team
August 30, 2024
Education

Everything Your CS Team Needs to Know About Email Campaigns

Discover how to enhance your SaaS email marketing with practical tips and comprehensive tools.
The Velaris Team
August 30, 2024
Education

Product-Led Customer Success: A Comprehensive Guide

Explore the power of product-led Customer Success in driving sustainable growth.
The Velaris Team
August 28, 2024
Education

8 Ways to Use AI for Customer Success

Explore 8 AI strategies to enhance Customer Success and drive results.
The Velaris Team
August 26, 2024
Education

The Future of SaaS: Our Predictions for 2025

Uncover the top SaaS trends for 2025 and their impact on Customer Success strategies.
The Velaris Team
August 26, 2024
Education

The Role of a Technical Account Manager: Bridging the Gap Between Technology and Business Success

Want to become a Technical Account Manager? Discover the role’s significance, responsibilities, and skills.
The Velaris Team
August 23, 2024
Education

SaaS Onboarding Checklist: Ensuring Smooth Customer Journeys

Discover everything you need to do to onboard a customer in this detailed checklist for CSMs.
The Velaris Team
August 23, 2024
Education

Using Product Experience to Enhance Customer Success

Boost B2B SaaS success with Product Experience strategies.
The Velaris Team
August 21, 2024
Education

A Guide to NPS Survey Best Practices for Customer Success Managers

Discover the best ways to handle NPS surveys and make the most out of customer feedback.
The Velaris Team
August 21, 2024
Education

How to Use ChatGPT as a Tool for Customer Success

Boost Customer Success with ChatGPT and Velaris for enhanced workflows.
The Velaris Team
August 21, 2024
Education

Everything You Need to Know About Moving From Sales to Customer Success

Uncover the crucial steps and strategies for transitioning from sales to Customer Success.
The Velaris Team
August 19, 2024
Education

The Customer Success Managers’ Guide to Customer Feedback Tools

Use customer feedback tools to enhance Customer Success and satisfaction.
The Velaris Team
August 19, 2024
Education

Mastering Upsells: A Comprehensive Guide for B2B SaaS

Learn effective upsell strategies in B2B SaaS, including best practices, data leverage, and automation.
The Velaris Team
August 16, 2024
Education

Top Customer Success Manager Skills Required for SaaS Businesses

Discover the key skills needed to excel as a Customer Success Manager in SaaS.
The Velaris Team
August 16, 2024
Education

Why Your CS Team Needs To Prioritize End-User Training and How To Do It

Explore essential components and strategies for end-user training in our complete guide for CSMs.
The Velaris Team
August 16, 2024
Education

How to Deal with an Angry Customer?

Master the art of managing angry customers with practical strategies and tools
The Velaris Team
August 14, 2024
Education

Mastering Multithreading: How to Balance Multiple Stakeholders in Customer Success

Unleash the potential of multithreading in CS! Master managing stakeholder relationships, improving communication, and enhancing collaboration.
The Velaris Team
August 12, 2024
Education

Why CSMs Need to Be More Open with Customers and How to Do it

Explore the importance of open communication in CS and explore how to use tools like automation and AI to support your communication efforts.
The Velaris Team
August 12, 2024
Education

How Can Sentiment Analysis Be Used to Improve Customer Experience?

Learn how your customers’ feelings can turn into actionable strategies that improve your CS efforts.
The Velaris Team
August 9, 2024
Education

How to Measure Customer Experience: A Guide for CSMs

Discover effective strategies for measuring customer experience and improving customer satisfaction in this comprehensive guide for CSMs
The Velaris Team
August 9, 2024
Education

How to Ace Your CSM Interview

Struggling with your upcoming CSM interview? Learn essential strategies for researching the company, preparing for common questions, and demonstrating your skills to stand out.
The Velaris Team
August 7, 2024
Education

Key Interview Questions for Aspiring Customer Success Managers

Prepare for your Customer Success Manager interview by exploring the answers to these common questions.
The Velaris Team
August 7, 2024
Education

Customer Success Plans: The Blueprint for Long-Term Growth

Learn about the importance of Customer Success plans in retaining and nurturing customers, ensuring mutual success.
The Velaris Team
August 5, 2024
Education

Customer Success 101: Everything You Need to Know

Explore Customer Success basics, top strategies, essential tools, and tips.
The Velaris Team
August 5, 2024
Education

Implementing the Land and Expand Strategy for SaaS Products

Understand the significance of Customer Success plans in retaining and nurturing customers, ensuring mutual success.
The Velaris Team
August 2, 2024
Education

Customer Enablement: Empowering Success in a Competitive Market

Discover how customer enablement can lead to improved product adoption, higher satisfaction, and increased retention rates.
The Velaris Team
August 2, 2024
Education

9 Customer Success KPIs That are Worth Tracking

Uncover the top Customer Success KPIs and actionable insights on tracking and optimizing them for lasting Customer Success.
The Velaris Team
July 31, 2024
Education

Why Customer Lifetime Value is Higher for Organizations that Use Customer Data Effectively

Learn how to maximize customer lifetime value with data-driven CS strategies.
The Velaris Team
July 31, 2024
Education

Understanding Customer Renewal in B2B Customer Success

Discover how you can boost customer renewals with a few simple strategies.
The Velaris Team
July 29, 2024
CS Dictionary

What are Customer Success Qualified Leads (CSQL)?

Learn about CSQLs, their identification criteria, qualification process, management best practices, and challenges.
The Velaris Team
July 29, 2024
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

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

Understanding and Preventing Involuntary Churn

Find out all you need to know about involuntary churn, from its causes to prevention strategies.
The Velaris Team
July 22, 2024
Education

Engagement and Retention: Understanding the Link

Discover the connection between user engagement and retention in Customer Success.
The Velaris Team
July 19, 2024
Education

Top 10 Customer Success Software Tools

Find out how Customer Success tools can streamline your CS efforts for better results
The Velaris Team
July 17, 2024
Education

The Ultimate Guide to Customer Success Playbooks

Understand what Customer Success playbooks are and how they streamline strategies and boost 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

What Does QBR Mean?

Quarterly Business Reviews (QBRs) are essential for evaluating past performance and planning future strategies, especially in fast-paced industries like SaaS. They help align organizational efforts, optimize resource allocation, and drive business growth. This blog will explore how QBRs facilitate strategic planning, boost customer retention, and ensure continuous improvement, providing a structured approach to achieving your goals.
The Velaris Team
May 27, 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 are obstacles that impede smooth progress or optimal performance in user experiences. Explore how to proactively address these friction points in customer success by streamlining processes, enhancing support, and improving communication.
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

Case Studies

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

Featured

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
Read more
chevron_right

Latest

Education

Creating Effective Onboarding Email Templates

Learn to create and optimize onboarding email templates as a CSM.
The Velaris Team
September 9, 2024
Education

Best Ways to Collect Customer Feedback

Discover effective methods to collect customer feedback, organize it for action, and improve your services through thoughtful engagement.
The Velaris Team
September 9, 2024
Education

4 Steps to Implement High Touch Onboarding for Complex Clients

Take a more attentive approach to your complex customers by learning about high-touch onboarding and its role in Customer Success.
The Velaris Team
September 9, 2024
Education

Everything You Need to Know About Support Tickets

Efficiently manage your support ticket process with our tips on prioritization, automation, and communication for better customer satisfaction.
The Velaris Team
September 6, 2024
Education

A Guide for Customer Success Teams on Time Management

Help your Customer Success team manage their time better with our best practices.
The Velaris Team
September 6, 2024
Education

Customer Loyalty Programs Ideas that can Help Your CS Team Increase Retention

Discover the best customer loyalty programs for CS teams to boost retention and satisfaction with tailored strategies for SaaS businesses.
The Velaris Team
September 4, 2024
Education

A Basic Success Plan Template Every CS Team Can Use

Use our customer success plan template to give your team a clear way to achieve your customers’ goals.
The Velaris Team
September 4, 2024
Education

Customer Success Statistics: Data-Driven Insights Every Customer Success Manager Needs to Know

Explore essential Customer Success statistics that prove the impact of proactive engagement, retention strategies, and customer-centric growth on business success.
The Velaris Team
September 2, 2024
Education

Everything You Need to Know About Offboarding Clients

Ensure a professional offboarding experience with our detailed checklist. Learn key components and best practices, and more.
The Velaris Team
September 2, 2024
Education

Customer Success Certifications to Grow Your Career

Looking to grow your career in Customer Success? Learn about essential certifications, including CCSM and CCEP, to enhance your expertise and open new opportunities.
The Velaris Team
August 30, 2024
Education

Everything Your CS Team Needs to Know About Email Campaigns

Discover how to enhance your SaaS email marketing with practical tips and comprehensive tools.
The Velaris Team
August 30, 2024
Education

Product-Led Customer Success: A Comprehensive Guide

Explore the power of product-led Customer Success in driving sustainable growth.
The Velaris Team
August 28, 2024
Education

8 Ways to Use AI for Customer Success

Explore 8 AI strategies to enhance Customer Success and drive results.
The Velaris Team
August 26, 2024
Education

The Future of SaaS: Our Predictions for 2025

Uncover the top SaaS trends for 2025 and their impact on Customer Success strategies.
The Velaris Team
August 26, 2024
Education

The Role of a Technical Account Manager: Bridging the Gap Between Technology and Business Success

Want to become a Technical Account Manager? Discover the role’s significance, responsibilities, and skills.
The Velaris Team
August 23, 2024
Education

SaaS Onboarding Checklist: Ensuring Smooth Customer Journeys

Discover everything you need to do to onboard a customer in this detailed checklist for CSMs.
The Velaris Team
August 23, 2024
Education

Using Product Experience to Enhance Customer Success

Boost B2B SaaS success with Product Experience strategies.
The Velaris Team
August 21, 2024
Education

A Guide to NPS Survey Best Practices for Customer Success Managers

Discover the best ways to handle NPS surveys and make the most out of customer feedback.
The Velaris Team
August 21, 2024
Education

How to Use ChatGPT as a Tool for Customer Success

Boost Customer Success with ChatGPT and Velaris for enhanced workflows.
The Velaris Team
August 21, 2024
Education

Everything You Need to Know About Moving From Sales to Customer Success

Uncover the crucial steps and strategies for transitioning from sales to Customer Success.
The Velaris Team
August 19, 2024
Education

The Customer Success Managers’ Guide to Customer Feedback Tools

Use customer feedback tools to enhance Customer Success and satisfaction.
The Velaris Team
August 19, 2024
Education

Mastering Upsells: A Comprehensive Guide for B2B SaaS

Learn effective upsell strategies in B2B SaaS, including best practices, data leverage, and automation.
The Velaris Team
August 16, 2024
Education

Top Customer Success Manager Skills Required for SaaS Businesses

Discover the key skills needed to excel as a Customer Success Manager in SaaS.
The Velaris Team
August 16, 2024
Education

Why Your CS Team Needs To Prioritize End-User Training and How To Do It

Explore essential components and strategies for end-user training in our complete guide for CSMs.
The Velaris Team
August 16, 2024
Education

How to Deal with an Angry Customer?

Master the art of managing angry customers with practical strategies and tools
The Velaris Team
August 14, 2024
Education

Mastering Multithreading: How to Balance Multiple Stakeholders in Customer Success

Unleash the potential of multithreading in CS! Master managing stakeholder relationships, improving communication, and enhancing collaboration.
The Velaris Team
August 12, 2024
Education

Why CSMs Need to Be More Open with Customers and How to Do it

Explore the importance of open communication in CS and explore how to use tools like automation and AI to support your communication efforts.
The Velaris Team
August 12, 2024
Education

How Can Sentiment Analysis Be Used to Improve Customer Experience?

Learn how your customers’ feelings can turn into actionable strategies that improve your CS efforts.
The Velaris Team
August 9, 2024
Education

How to Measure Customer Experience: A Guide for CSMs

Discover effective strategies for measuring customer experience and improving customer satisfaction in this comprehensive guide for CSMs
The Velaris Team
August 9, 2024
Education

How to Ace Your CSM Interview

Struggling with your upcoming CSM interview? Learn essential strategies for researching the company, preparing for common questions, and demonstrating your skills to stand out.
The Velaris Team
August 7, 2024
Education

Key Interview Questions for Aspiring Customer Success Managers

Prepare for your Customer Success Manager interview by exploring the answers to these common questions.
The Velaris Team
August 7, 2024
Education

Customer Success Plans: The Blueprint for Long-Term Growth

Learn about the importance of Customer Success plans in retaining and nurturing customers, ensuring mutual success.
The Velaris Team
August 5, 2024
Education

Customer Success 101: Everything You Need to Know

Explore Customer Success basics, top strategies, essential tools, and tips.
The Velaris Team
August 5, 2024
Education

Implementing the Land and Expand Strategy for SaaS Products

Understand the significance of Customer Success plans in retaining and nurturing customers, ensuring mutual success.
The Velaris Team
August 2, 2024
Education

Customer Enablement: Empowering Success in a Competitive Market

Discover how customer enablement can lead to improved product adoption, higher satisfaction, and increased retention rates.
The Velaris Team
August 2, 2024
Education

9 Customer Success KPIs That are Worth Tracking

Uncover the top Customer Success KPIs and actionable insights on tracking and optimizing them for lasting Customer Success.
The Velaris Team
July 31, 2024
Education

Why Customer Lifetime Value is Higher for Organizations that Use Customer Data Effectively

Learn how to maximize customer lifetime value with data-driven CS strategies.
The Velaris Team
July 31, 2024
Education

Understanding Customer Renewal in B2B Customer Success

Discover how you can boost customer renewals with a few simple strategies.
The Velaris Team
July 29, 2024
CS Dictionary

What are Customer Success Qualified Leads (CSQL)?

Learn about CSQLs, their identification criteria, qualification process, management best practices, and challenges.
The Velaris Team
July 29, 2024
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.
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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

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

Understanding and Preventing Involuntary Churn

Find out all you need to know about involuntary churn, from its causes to prevention strategies.
The Velaris Team
July 22, 2024
Education

Engagement and Retention: Understanding the Link

Discover the connection between user engagement and retention in Customer Success.
The Velaris Team
July 19, 2024
Education

Top 10 Customer Success Software Tools

Find out how Customer Success tools can streamline your CS efforts for better results
The Velaris Team
July 17, 2024
Education

The Ultimate Guide to Customer Success Playbooks

Understand what Customer Success playbooks are and how they streamline strategies and boost 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

What Does QBR Mean?

Quarterly Business Reviews (QBRs) are essential for evaluating past performance and planning future strategies, especially in fast-paced industries like SaaS. They help align organizational efforts, optimize resource allocation, and drive business growth. This blog will explore how QBRs facilitate strategic planning, boost customer retention, and ensure continuous improvement, providing a structured approach to achieving your goals.
The Velaris Team
May 27, 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 are obstacles that impede smooth progress or optimal performance in user experiences. Explore how to proactively address these friction points in customer success by streamlining processes, enhancing support, and improving communication.
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

Glossary

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

Featured

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
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Education

Creating Effective Onboarding Email Templates

Learn to create and optimize onboarding email templates as a CSM.
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Best Ways to Collect Customer Feedback

Discover effective methods to collect customer feedback, organize it for action, and improve your services through thoughtful engagement.
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4 Steps to Implement High Touch Onboarding for Complex Clients

Take a more attentive approach to your complex customers by learning about high-touch onboarding and its role in Customer Success.
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Everything You Need to Know About Support Tickets

Efficiently manage your support ticket process with our tips on prioritization, automation, and communication for better customer satisfaction.
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September 6, 2024
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A Guide for Customer Success Teams on Time Management

Help your Customer Success team manage their time better with our best practices.
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September 6, 2024
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Customer Loyalty Programs Ideas that can Help Your CS Team Increase Retention

Discover the best customer loyalty programs for CS teams to boost retention and satisfaction with tailored strategies for SaaS businesses.
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September 4, 2024
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A Basic Success Plan Template Every CS Team Can Use

Use our customer success plan template to give your team a clear way to achieve your customers’ goals.
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September 4, 2024
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Customer Success Statistics: Data-Driven Insights Every Customer Success Manager Needs to Know

Explore essential Customer Success statistics that prove the impact of proactive engagement, retention strategies, and customer-centric growth on business success.
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Everything You Need to Know About Offboarding Clients

Ensure a professional offboarding experience with our detailed checklist. Learn key components and best practices, and more.
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September 2, 2024
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Customer Success Certifications to Grow Your Career

Looking to grow your career in Customer Success? Learn about essential certifications, including CCSM and CCEP, to enhance your expertise and open new opportunities.
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August 30, 2024
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Everything Your CS Team Needs to Know About Email Campaigns

Discover how to enhance your SaaS email marketing with practical tips and comprehensive tools.
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Product-Led Customer Success: A Comprehensive Guide

Explore the power of product-led Customer Success in driving sustainable growth.
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August 28, 2024
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8 Ways to Use AI for Customer Success

Explore 8 AI strategies to enhance Customer Success and drive results.
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The Future of SaaS: Our Predictions for 2025

Uncover the top SaaS trends for 2025 and their impact on Customer Success strategies.
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August 26, 2024
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The Role of a Technical Account Manager: Bridging the Gap Between Technology and Business Success

Want to become a Technical Account Manager? Discover the role’s significance, responsibilities, and skills.
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August 23, 2024
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SaaS Onboarding Checklist: Ensuring Smooth Customer Journeys

Discover everything you need to do to onboard a customer in this detailed checklist for CSMs.
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Using Product Experience to Enhance Customer Success

Boost B2B SaaS success with Product Experience strategies.
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August 21, 2024
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A Guide to NPS Survey Best Practices for Customer Success Managers

Discover the best ways to handle NPS surveys and make the most out of customer feedback.
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August 21, 2024
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How to Use ChatGPT as a Tool for Customer Success

Boost Customer Success with ChatGPT and Velaris for enhanced workflows.
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August 21, 2024
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Everything You Need to Know About Moving From Sales to Customer Success

Uncover the crucial steps and strategies for transitioning from sales to Customer Success.
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August 19, 2024
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The Customer Success Managers’ Guide to Customer Feedback Tools

Use customer feedback tools to enhance Customer Success and satisfaction.
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August 19, 2024
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Mastering Upsells: A Comprehensive Guide for B2B SaaS

Learn effective upsell strategies in B2B SaaS, including best practices, data leverage, and automation.
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August 16, 2024
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Top Customer Success Manager Skills Required for SaaS Businesses

Discover the key skills needed to excel as a Customer Success Manager in SaaS.
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Why Your CS Team Needs To Prioritize End-User Training and How To Do It

Explore essential components and strategies for end-user training in our complete guide for CSMs.
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How to Deal with an Angry Customer?

Master the art of managing angry customers with practical strategies and tools
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Mastering Multithreading: How to Balance Multiple Stakeholders in Customer Success

Unleash the potential of multithreading in CS! Master managing stakeholder relationships, improving communication, and enhancing collaboration.
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Why CSMs Need to Be More Open with Customers and How to Do it

Explore the importance of open communication in CS and explore how to use tools like automation and AI to support your communication efforts.
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How Can Sentiment Analysis Be Used to Improve Customer Experience?

Learn how your customers’ feelings can turn into actionable strategies that improve your CS efforts.
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How to Measure Customer Experience: A Guide for CSMs

Discover effective strategies for measuring customer experience and improving customer satisfaction in this comprehensive guide for CSMs
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How to Ace Your CSM Interview

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Key Interview Questions for Aspiring Customer Success Managers

Prepare for your Customer Success Manager interview by exploring the answers to these common questions.
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Customer Success Plans: The Blueprint for Long-Term Growth

Learn about the importance of Customer Success plans in retaining and nurturing customers, ensuring mutual success.
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Customer Success 101: Everything You Need to Know

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Customer Enablement: Empowering Success in a Competitive Market

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Why Customer Lifetime Value is Higher for Organizations that Use Customer Data Effectively

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Understanding Customer Renewal in B2B Customer Success

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Learn about CSQLs, their identification criteria, qualification process, management best practices, and challenges.
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B2B vs B2C in Customer Success

Understand how to tailor your Customer Success strategies for B2B and B2C markets.
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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.
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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.
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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.
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Customer Focus: A Introductory Guide for CSMs

Understand the importance of a customer focus strategy and see how it can elevate your approach to CS.
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Understanding and Preventing Involuntary Churn

Find out all you need to know about involuntary churn, from its causes to prevention strategies.
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Engagement and Retention: Understanding the Link

Discover the connection between user engagement and retention in Customer Success.
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Uncover the most common reasons for churn and learn practical strategies to resolve them.
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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.
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Understanding B2B Customer Journey Touchpoints for Growth and Retention

Master B2B customer journey touchpoints for growth and retention.
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Building a Winning Customer Success Tech Stack: A Guide for CS Teams

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The Strategic Value of Customer Success: A Comprehensive Guide

Learn why customer success is key to business growth and satisfaction.
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The Role of an Onboarding Specialist in a SaaS Business

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The Ultimate Guide to Customer Success Compensation Plans

Customer Success Compensation: Key models, components, factors.
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Designing the Ideal Customer Success Team Structure

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How to Calculate Renewal Rates in SaaS?

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Unlock Revenue Growth: Mastering Customer Expansion Strategies

Discover customer expansion: upselling, cross-selling and add-ons.
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Unlocking Scaled Customer Success: Essentials, Benefits, and Myths

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

Customer success stats: Impact on retention, growth, and loyalty with Velaris
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Customer Implementation: The Complete Guide for Customer Success Managers

Customer Implementation: Key steps, importance, and best practices.
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The Complete Guide to Collecting and Implementing Customer Insights

Customer insights: Types, importance, collection, analysis, and strategies.
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Who is a Customer Success Operations Manager?

Discover the role of Customer Success Operations Managers in optimising processes and maintaining customer retention and satisfaction.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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June 10, 2024
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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.
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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.
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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.
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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.
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June 3, 2024
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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.
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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.
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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.
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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
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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.
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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.
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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
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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
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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.
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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
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What Does QBR Mean?

Quarterly Business Reviews (QBRs) are essential for evaluating past performance and planning future strategies, especially in fast-paced industries like SaaS. They help align organizational efforts, optimize resource allocation, and drive business growth. This blog will explore how QBRs facilitate strategic planning, boost customer retention, and ensure continuous improvement, providing a structured approach to achieving your goals.
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May 27, 2024
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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
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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
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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
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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 are obstacles that impede smooth progress or optimal performance in user experiences. Explore how to proactively address these friction points in customer success by streamlining processes, enhancing support, and improving communication.
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
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Product Updates

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

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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
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Creating Effective Onboarding Email Templates

Learn to create and optimize onboarding email templates as a CSM.
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Best Ways to Collect Customer Feedback

Discover effective methods to collect customer feedback, organize it for action, and improve your services through thoughtful engagement.
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4 Steps to Implement High Touch Onboarding for Complex Clients

Take a more attentive approach to your complex customers by learning about high-touch onboarding and its role in Customer Success.
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Efficiently manage your support ticket process with our tips on prioritization, automation, and communication for better customer satisfaction.
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Help your Customer Success team manage their time better with our best practices.
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Customer Loyalty Programs Ideas that can Help Your CS Team Increase Retention

Discover the best customer loyalty programs for CS teams to boost retention and satisfaction with tailored strategies for SaaS businesses.
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A Basic Success Plan Template Every CS Team Can Use

Use our customer success plan template to give your team a clear way to achieve your customers’ goals.
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Customer Success Statistics: Data-Driven Insights Every Customer Success Manager Needs to Know

Explore essential Customer Success statistics that prove the impact of proactive engagement, retention strategies, and customer-centric growth on business success.
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Everything You Need to Know About Offboarding Clients

Ensure a professional offboarding experience with our detailed checklist. Learn key components and best practices, and more.
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Customer Success Certifications to Grow Your Career

Looking to grow your career in Customer Success? Learn about essential certifications, including CCSM and CCEP, to enhance your expertise and open new opportunities.
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Everything Your CS Team Needs to Know About Email Campaigns

Discover how to enhance your SaaS email marketing with practical tips and comprehensive tools.
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Product-Led Customer Success: A Comprehensive Guide

Explore the power of product-led Customer Success in driving sustainable growth.
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8 Ways to Use AI for Customer Success

Explore 8 AI strategies to enhance Customer Success and drive results.
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The Role of a Technical Account Manager: Bridging the Gap Between Technology and Business Success

Want to become a Technical Account Manager? Discover the role’s significance, responsibilities, and skills.
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SaaS Onboarding Checklist: Ensuring Smooth Customer Journeys

Discover everything you need to do to onboard a customer in this detailed checklist for CSMs.
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A Guide to NPS Survey Best Practices for Customer Success Managers

Discover the best ways to handle NPS surveys and make the most out of customer feedback.
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Boost Customer Success with ChatGPT and Velaris for enhanced workflows.
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Uncover the crucial steps and strategies for transitioning from sales to Customer Success.
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The Customer Success Managers’ Guide to Customer Feedback Tools

Use customer feedback tools to enhance Customer Success and satisfaction.
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Mastering Upsells: A Comprehensive Guide for B2B SaaS

Learn effective upsell strategies in B2B SaaS, including best practices, data leverage, and automation.
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How to Deal with an Angry Customer?

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Mastering Multithreading: How to Balance Multiple Stakeholders in Customer Success

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Why CSMs Need to Be More Open with Customers and How to Do it

Explore the importance of open communication in CS and explore how to use tools like automation and AI to support your communication efforts.
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How Can Sentiment Analysis Be Used to Improve Customer Experience?

Learn how your customers’ feelings can turn into actionable strategies that improve your CS efforts.
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How to Measure Customer Experience: A Guide for CSMs

Discover effective strategies for measuring customer experience and improving customer satisfaction in this comprehensive guide for CSMs
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How to Ace Your CSM Interview

Struggling with your upcoming CSM interview? Learn essential strategies for researching the company, preparing for common questions, and demonstrating your skills to stand out.
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Key Interview Questions for Aspiring Customer Success Managers

Prepare for your Customer Success Manager interview by exploring the answers to these common questions.
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Customer Success Plans: The Blueprint for Long-Term Growth

Learn about the importance of Customer Success plans in retaining and nurturing customers, ensuring mutual success.
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Explore Customer Success basics, top strategies, essential tools, and tips.
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Understand the significance of Customer Success plans in retaining and nurturing customers, ensuring mutual success.
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Customer Enablement: Empowering Success in a Competitive Market

Discover how customer enablement can lead to improved product adoption, higher satisfaction, and increased retention rates.
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Uncover the top Customer Success KPIs and actionable insights on tracking and optimizing them for lasting Customer Success.
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Learn how to maximize customer lifetime value with data-driven CS strategies.
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Understanding Customer Renewal in B2B Customer Success

Discover how you can boost customer renewals with a few simple strategies.
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Learn about CSQLs, their identification criteria, qualification process, management best practices, and challenges.
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Understand how to tailor your Customer Success strategies for B2B and B2C markets.
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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.
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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.
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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.
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Customer Focus: A Introductory Guide for CSMs

Understand the importance of a customer focus strategy and see how it can elevate your approach to CS.
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Understanding and Preventing Involuntary Churn

Find out all you need to know about involuntary churn, from its causes to prevention strategies.
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Engagement and Retention: Understanding the Link

Discover the connection between user engagement and retention in Customer Success.
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Understand what Customer Success playbooks are and how they streamline strategies and boost satisfaction.
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Uncover the most common reasons for churn and learn practical strategies to resolve them.
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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.
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Master B2B customer journey touchpoints for growth and retention.
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Building a Winning Customer Success Tech Stack: A Guide for CS Teams

Learn essential elements of customer success tech stacks, trends, and Velaris' solution.
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The Strategic Value of Customer Success: A Comprehensive Guide

Learn why customer success is key to business growth and satisfaction.
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The Role of an Onboarding Specialist in a SaaS Business

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The Ultimate Guide to Customer Success Compensation Plans

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Designing the Ideal Customer Success Team Structure

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How to Calculate Renewal Rates in SaaS?

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Unlock Revenue Growth: Mastering Customer Expansion Strategies

Discover customer expansion: upselling, cross-selling and add-ons.
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Unlocking Scaled Customer Success: Essentials, Benefits, and Myths

What is scaled customer success? Components, benefits, and misconceptions.
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Customer Retention Vs Customer Loyalty: What's the Difference?

Customer loyalty vs. retention: Differences, strategies, integration.
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Customer Success Statistics: Driving Growth and Retention for Customer Success Teams

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Customer Implementation: The Complete Guide for Customer Success Managers

Customer Implementation: Key steps, importance, and best practices.
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The Complete Guide to Collecting and Implementing Customer Insights

Customer insights: Types, importance, collection, analysis, and strategies.
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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.
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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.
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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.
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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.
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The Rules of Engagement for Sales and Customer Success: The Full Guide

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How to Build a Customer Success Team

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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.
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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.
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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.
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Understanding Customer Cohorts

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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.
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Strategies for Increasing Customer Lifetime Value

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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.
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Customer Advocacy Program

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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
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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
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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.
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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

What Does QBR Mean?

Quarterly Business Reviews (QBRs) are essential for evaluating past performance and planning future strategies, especially in fast-paced industries like SaaS. They help align organizational efforts, optimize resource allocation, and drive business growth. This blog will explore how QBRs facilitate strategic planning, boost customer retention, and ensure continuous improvement, providing a structured approach to achieving your goals.
The Velaris Team
May 27, 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 are obstacles that impede smooth progress or optimal performance in user experiences. Explore how to proactively address these friction points in customer success by streamlining processes, enhancing support, and improving communication.
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

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