A positive customer experience is important but only 3 out of 10 organisations match customer expectations and yet 8 in 10 are willing to pay more for a better experience. 75% of organisations believe themselves to be customer-centric but only 30% of consumers agree to this.

SaaS companies in particular, where subscription models drive recurring revenue, know that a good experience is critical in retaining customers. They have found that a team of dedicated customer success managers, supported by automated and data-driven processes and scalable methodologies can make all the difference. As the business world increasingly moves to subscriptions where experience is key, this site is dedicated to learning and sharing from the best.

stephen-daneluttiI’m Stephen Danelutti and run this site. I work as a customer success professional as well as mentoring startups on their practices. More about me on my InnerVentures site. Some time ago I made the connection between customer experience, the subscription economy and my profession – I wrote this post which includes some slides: Customer Success Management – Experience Hacking in the Subscription Age

The purpose of this site is to be a collection point of ideas and best practice as I work on a trend report / eBook expanding on the topics explained above. This will be my third – more on the two others here. The intention is to work openly and share all the material I collect and create. I’d love your feedback so please don’t hesitate to provide it. I want to make the work as practical as possible so once I’ve explained the importance of customer experience and the subscription economy, I will expand on the following areas:

  • Getting a customer success practice up and running fast
  • Taking an existing customer success practice to the next level of scale
  • Innovating your customer success practices when the competition hots up

I’ve written a post that dives into the main detail of the trend report / eBook here: Customer experience, the subscription economy and 10 ways success teams will make you win

Some lovely things people have said about me 🙂

Stephen is an effective and straight-to-the-point guy and a great asset to any startup. Stephen helped us out with our enterprise sales and onboarding strategy. It was great to see how a few quick coffee meetings with Stephen resulted in actionable advice based on his experience with corporates and startups. Nick Schils, Founder


Thanks for the amazing job coaching our customer success program. It has been enlightening experience. The structure you provided for customer success allows us to follow-up with our customers more efficiently and keeps our customers more engaged with the platform. Frederick Ryckbosch, Co-Founder & CTO


Our Customer Meetups were a grassroots effort by Stephen who took the initiative and set up our first ever Meetup in London. Stephen’s brainchild is now adopted across Percolate and we’ve now had amazing events in Chicago, San Francisco, New York, etc. Be proud Stephen. Arjun Devgan, VP Global Services & Success