For Customer Success Leaders

We’re now living in a new era

Being a CS Leader in these fast-changing times is challenging. 

Every few years there’s a new way to do things.
Every few years, there’s a shift in focus.

Look at what we’ve gone through in the last 40 years.

time line

In the 1970s, companies were focused on creating products. Over the next 20 years, services were added to those products. With the rise of the internet in the 2000s, companies started focusing on the customer as the central pillar of their business.

But we’ve now entered into a new era. It’s an era defined by customers wanting and demanding better customer experience (CX) along with stronger, deeper relationships with the companies they buy from.

This demand for better CX is so serious that in some markets,

63% of customers leave after one poor CX.

I work with B2B SaaS companies that are looking to thrive in this new relationship-centric era.

Going forward, excellent CX is what will differentiate the successful SaaS from all the rest. And that excellent CX will also show in their churn rates.

I’ll show you the areas to improve CX and come up with a plan of action to reduce your churn. I’ll also show you how much you can gain financially by reducing churn and improving CX.

Anita Toth

Have a confidential call with Anita

The game is quickly changing

Companies that didn’t shift in the last era to a customer-centric focus are quickly disappearing.

In the last 15 years alone
52% of Fortune 500 companies have disappeared

SaaS in Marketing Technology 2011
150 companies

Martech 2011

SaaS in Marketing Technology 2019
7,040 companies

Martech 2019
This fast-growth trend is happening in every B2B SaaS category.  There are now over 10,000 private and more than 100 public SaaS companies. Simply having a unique product or feature set isn’t going to cut through the clutter.

In this new era, CX and deeper relationships are the new points of competitive differentiation.

Companies that focus on creating the best CX, while also developing deeper relationships with their customers, will thrive in this new era.

Looking to thrive in the new era?
Have a confidential call with Anita

Customers now expect better CX

Gone are the days when customers had to put up with terrible CX because they lacked options. With so many SaaS on the market, coupled with low switching costs, customers now want and expect better CX.
thumbs up
high 10
open hands
shooting star

Success in the new era

Companies that are doing well in this new era focus on 3 key areas:

#1. Deep Feedback

We’re talking about going beyond NPS, CSAT and CES. Companies that are succeeding in the new era have deep customer feedback systems and loops that provide valuable information for making confident business decisions, resulting in lower churn, higher adoption and increases in expansion revenue. 

Anita suggested we should conduct a proper survey and summarize the results. The outcome had several important eye-openers for me. Yes, I did get my scientific confirmation that we’re on the right track with where we’re going with Trademark Factory. However, I also got much needed clarity.

Andrei Minkov

Founder, Trademark Factory

#2. Deep Segmentation

Simple segmentation of customers by contract value or high or low touch is no longer enough. Successful companies now thoroughly segment customers by creating 3 layers of segmentation: demographics, behavior, and goals, resulting in greater net revenue retention, expansion and second-order revenues.

Anita helped us to make a strategy of improving every single customer, maximizing or growing the revenue for each type of customer.

Stéphane Cohen

Founder and CEO, Shared Contacts for Gmail

#3. Frictionless Onboarding

Poor or difficult onboarding can quickly take customers from excitement to disappointment. New-era companies are successfully improving the onboarding experience so it’s easier and with less friction, providing customers with better CX. The result? Lower 30, 60 and 90 day churn rates.

I had the pleasure of working with Anita as she advised us on our UX and onboarding process. Anita got into the shoes of our customers, signing up for our platform and noting absolutely everything in detail which was a major boost to our team and product development. The feedback she provided was invaluable.

Tyler Scionti

Founder, Centori

Confidential Discussion


If you’re ready to join those companies already succeeding in the new era, let’s talk. Click the button below and you’ll be taken to a quick form and my calendar. We’ll have a confidential conversation about the services you need and see if I’m able to help.


Anita Toth
Because I work so closely with my clients to help them achieve the goals they’re seeking, I only take on 1 or 2 new clients a month. There may be a chance that I can only take you on as a client at a later date.

This brings me to my last point, which is enormously important—you don’t have to continue to be frustrated struggling to reduce churn and creating better CX on your own.

In our talk, if we agree that working together would be a good idea, you can relax knowing that you’re supported in your churn reduction and CX improvement activities.

I look forward to speaking with you soon.

All the best,


Anita Toth signature