Keeping customers costs less than finding new ones. Your retention platform decides which you end up doing.
David Becerra has built customer success organizations from startup to SAP enterprise to a surf retreat in Indonesia. He breaks down what actually drives retention, why your quietest customers are your biggest risk, and what hospitality teaches SaaS about onboarding.
Julie is a Content Strategist with a rich background in demystifying complex B2B software topics, delivering actionable insights, and fostering deep engagement within the modern tech industry.
View all 2 articles →We built the same product academy in eight platforms and the thing that separated them was not video polish or course count. It was whether a completed lesson ever reached the success team as a signal. Some tools are gorgeous course studios. Only a couple treat learning as a retention metric.
We ran the same WhatsApp, Instagram, and SMS test conversation through ten platforms that all call themselves multichannel messaging software, and the surprise was how little they agree on what the phrase means. Some are shared inboxes. Some are developer APIs. A few are marketing funnels that added an inbox later.
Thibaut is a strategic executive with over 25 years of experience in global technology, having successfully scaled operations across more than 30 countries. He combines strong operational leadership with a data-driven approach to deliver measurable performance.
View all 7 articles →We fed the same five support questions into eight platforms that all promise to deflect tickets, and the split was sharper than expected. Some are polished public help centers. Some are verified internal brains for agents. A couple only answer well once you have paid for the tier that turns the AI on.
After running nine NPS platforms through a synthetic SaaS product across twelve user cohorts and a full quarter of in-app pulses, the finding our team kept hitting was that targeting beats broadcast every time, but only a handful of tools turn the verbatim answers into something a PM can triage on a Monday.
David Becerra has built customer success organizations from startup to SAP enterprise to a surf retreat in Indonesia. He breaks down what actually drives retention, why your quietest customers are your biggest risk, and what hospitality teaches SaaS about onboarding.
Jessica is a Key Account Manager with over 13 years in digital advertising, specializing in strategic monetization, campaign management, and revenue growth for the modern B2B technology sector.
View all 2 articles →We ran the same support queue through ten customer service automation platforms and the gap was not where we expected. The tools that resolved tickets fastest were rarely the ones with the loudest AI claims; the real divide was how much work each one quietly offloaded before a human ever opened a conversation.
Feedback analytics tools help startups capture user sentiment, map feature requests, and extract actionable insights before churn silently erodes the growth curve.
David Becerra built a low-touch CS organization at SAP that scaled from 10-20 accounts per CSM to 60-80, driven by Mixpanel usage data that reduced churn by 10%.
David Becerra explains why the sales-to-CS handoff is where most SaaS companies lose customers, and how a mandatory activation package cut early churn by 15% at his startup.
David Becerra left enterprise SaaS to manage a surf retreat in Indonesia and discovered that the principles of customer success -- onboarding activation, setting boundaries, and building advocacy -- transfer to hospitality with unsettling precision.
David Becerra explains why angry customers are easier to save than silent ones, and how his team built a support culture around converting complaints into advocacy.
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