Happy Customers Blog

Learn how to optimize and scale customer onboarding and make your customers successful.

Blog Article

The Essential Guide: Customer Success Team Roles

The Essential Guide: Customer Success Team Roles
It takes a team — a customer success team, that is — to provide your customers with a top-notch experience, drive retention and revenue, and manage internal workflows. But how companies choose to structure their customer success team varies widely...
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Blog Article

Customer Success vs. Sales: Differences, Similarities, and Collaboration

Customer Success vs. Sales: Differences, Similarities, and Collaboration
In today's marketplace, it's not enough to simply close the deal. You've got to consider the full customer lifecycle and support your buyers and users every step of the way. This support comes from two main teams: customer success and sales, both of...
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Blog Article

The Differences Between Customer Success and Customer Support

The Differences Between Customer Success and Customer Support
Businesses offering high-touch onboarding for complex products and services can benefit from having both customer success and customer support teams. Even though both teams share some high-level goals, it’s crucial to understand that these two teams...
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Blog Article

Customer Acquisition vs. Retention Costs: Where Should Your Company Focus?

Customer Acquisition vs. Retention Costs: Where Should Your Company Focus?
In the SaaS world, we all know that customer acquisition should be a priority, but what about customer retention? Often, growth through acquisition is front of mind, while we wait around for signs that we really need to focus on retention. But when...
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Blog Article

Hiring Your First Customer Success Manager

Hiring Your First Customer Success Manager
Hiring your first customer success manager is a great investment for your customers and for your company. However, hiring in general is tricky, let alone when you are looking for the “first of” for any role. To make things more complex, your first customer success manager will not only have to do the job itself, but also think about the overall strategy and potentially lead your future teams.
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Blog Article

27 Customer Success Software Tools That Teams Are ACTUALLY Using [2021]

27 Customer Success Software Tools That Teams Are ACTUALLY Using [2021]
“Customer success” is one of those terms that means something a little different to everyone. Depending on who you ask, they may say it encompasses customer onboarding, training, analyzing customer data, collecting regular feedback, providing tech support, and much more.
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Blog Article

Understanding User Onboarding Flows [+ 6 Great Examples]

Understanding User Onboarding Flows [+ 6 Great Examples]
User onboarding flows are an ideal way to get your customers and users acclimated to your core product or service, as well as the individual features or functions within your product. Implemented well, take your users from newbies to pros, helping them reach their goals and reducing churn along the way.
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Blog Article

The Sales-to-Customer Success Handoff: What It Is and How to Create One That Works

The Sales-to-Customer Success Handoff: What It Is and How to Create One That Works
The sales-to-customer success handoff (or sales-to-customer service handoff) is one of the most crucial points in the onboarding process. This is especially true for SaaS businesses that rely on long-lasting customer relationships and subscription renewals.
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Blog Article

Client Onboarding Checklist: Get Your Onboarding Program Started

Client Onboarding Checklist: Get Your Onboarding Program Started
Every SaaS business needs a repeatable, scalable onboarding process that keeps new customers engaged and making progress. But it’s especially important if you have a high-touch onboarding workflow that depends on consistent client interaction, as opposed to a low-touch or no-touch onboarding program.
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Blog Article

Churn Analysis: Unpacking Which Customers Are Leaving

Churn Analysis: Unpacking Which Customers Are Leaving
One of the most important — and potentially daunting — metrics for SaaS businesses is churn. Customer churn, otherwise known as customer attrition, is a key performance indicator (KPI) that measures the number of customers who cancel their subscription with your company.
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Blog Article

Knowing when to use "How To"​ versus "Why To"​ content

Knowing when to use "How To"​ versus "Why To"​ content
If you work in customer success, marketing, sales, or support, odds are you spend a lot of time answering questions from your customers. That’s a core part of the job. You are expected to know the value of your product or service and be able to convey it, time and time again. This is especially true if you’re working on customer onboarding.
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Blog Article

How To Build a Map of Your Customer Success Journey (Step-by-Step)

How To Build a Map of Your Customer Success Journey (Step-by-Step)
Customer success no longer starts (or ends) at the point of sale. Real customer success is a journey, one that begins prior to the sale and continues through the entire customer lifecycle. More and more, companies selling complex products and solutions are taking a holistic approach to customer health and retention, but this approach doesn’t happen without planning and effort.
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Blog Article

The Art of Great Customer Onboarding Emails (+ 7 Templates and Examples)

The Art of Great Customer Onboarding Emails (+ 7 Templates and Examples)
An effective customer onboarding experience can be the difference between a lost prospect and a lifelong customer. Here’s how to create a customer onboarding email sequence that welcomes new customers, gets them to take action, and empowers them to use your products to their fullest potential.
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Blog Article

Prevent These Top 7 Reasons That Customers Churn

Prevent These Top 7 Reasons That Customers Churn
No matter what service or product your business offers, customer churn is a threat to your bottom line. The immediate revenue hit is obvious enough. When your customers take their dollars to your competitor, you lose out on revenue.
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Blog Article

High-Touch vs. Low-Touch Onboarding: Choose both for the best customer experience

High-Touch vs. Low-Touch Onboarding: Choose both for the best customer experience
When it comes to high-touch and low-touch onboarding models, many companies see it as an either/or conundrum. They want to equip their customers for success and value quickly without being too hands-off or creating a serious case of attention overload.
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Blog Article

16 Customer Onboarding Metrics That Measure the Effectiveness of Your Program

16 Customer Onboarding Metrics That Measure the Effectiveness of Your Program
Customer onboarding is one of the most important parts of your sales process. Well, technically speaking, it comes after the sale. But it’s the make-or-break stage when you need to prove to your new customers that they bought the best product to solve their problem.
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Blog Article

Measuring Time to Value (TTV) to Improve The Customer Onboarding Experience

Measuring Time to Value (TTV) to Improve The Customer Onboarding Experience
Your sales team just sold someone a SaaS product with the guarantee it would deliver on ease of use as well as exceed their expectations for completing complex functions. Fist pump - you made a sale!
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Blog Article

We raised a $2.75 million seed round to build Arrows

We raised a $2.75 million seed round to build Arrows
We believe customer onboarding is the most important stage of the customer lifecycle, and far too many companies underinvest at this stage. If you onboard your customers better and faster, then they’ll be happier and will stick around longer. It’s as simple as that.
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Blog Article

What to do during your first 100 days as a CSM

What to do during your first 100 days as a CSM
The other day we noticed this great question from a new customer success manager on Reddit, who was unsure how to spend their first 100 days in the role: What would you consider the most important tasks of a newly hired CSM in the first 100 days of getting hired? It’s obviously somewhat context dependent, but what are the key processes and tasks to ensure a successful start?
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Blog Article

The 5 Key Ingredients of a Success Plan

The 5 Key Ingredients of a Success Plan
In researching Arrows we’ve spoken with dozens of success teams and gotten insight into their onboarding process. Many of these teams use success plans to aid the onboarding flow, keep everyone aligned, and get customers to value faster and more cleanly.
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