Emma Bilardi

Most companies would agree that customer feedback is the most effective way to understand your product and the people who are using it day-to-day. However, what they fail to realize is that collecting that feedback is just the beginning....

Did you know that increasing retention by just 5% could increase your profits from 25% to 95%? That’s music to any SaaS practitioner’s ears....

The term 'thought leadership' has been a bit of a buzzword over the past few years, but you might be surprised to know the phrase dates back as far as 1887 in a description of an American minister, Henry Ward Beecher....

Customer experience is one of the key revenue drivers for businesses. According to a study by PWC, 86% of people are willing to pay more for a great customer experience....

Customer retention is vital for business growth, and while it’s inevitable that some customers will call it a day, keeping your churn rate low should be top of your agenda....

The financial benefit of repeat custom is huge, and if you’re a regular reader here, you’ll know I’m about to trot out my favorite statistic… yep! It costs five times more to gain a new customer than it does to retain a current one.e...

In many organizations, sales and customer success exist as two distinct entities, interacting only to hand off accounts and, while this setup may work for some, when both teams are aligned, magic happens....

OKRs were first developed by Peter Drucker, the founder of modern management, in the ’50s. They really caught fire once-legendary investor (and author) John Doerr brought the framework to Larry Page at Google, and in Larry’s own words, “OKRs helped lead us to 10x growth, many times over."...

Kaitlyn Bate, Senior Director, Global Customer Experience Strategy, Freshworks took the time to answer some audience questions after her presentation: A Practical Playbook to B2B Customer Renewal at our sister community's SaaS Metrics Summit....

Many businesses that claim to be people-powered fall short of the mark. Why? Because their growth as a business doesn't align with the growth of their team. Instead of investing in their current team, they bring in outside talent to drive business growth....

Platforms like Spotify, LinkedIn, or DropBox all offer a free version of their service with the option to upgrade to the premium model to unlock better features designed to make your user experience as valuable and smooth as possible....

Kalyn Lewis, Head of Customer Success at Visme took the time to answer our community’s customer success questions after her presentation 'How customer success can feed into product development’ at our sister community's festival: Future of SaaS festival....

Your job is to empower sales reps to engage with customers. Customer journey mapping allows you to see those touchpoints in a more meaningful context....

I think we can all agree that poor customer service is a universal experience, but how do we learn from this, to ensure our customers don’t fall victim to the same failures? By practicing deep listening....

Max Smith-Gee, Head of Customer Success at Simpo took the time to answer some burning questions on everything from onboarding to aligning the sales process to customer journeys....