11 Steps for Converting Customers to Advocates
Introduction While “you catch more flies with honey than you do with vinegar” might be an old and well-worn phrase, it’s also true today of the SaaS industry. After all, …
Best Practices for Reducing Customer Churn Rates
For subscription businesses, getting customers and keeping them is a delicate line that they need to balance. While on the other hand, getting customers to sign the dotted line is …
Accelerated Digital Transformation Puts the Spotlight on Customer Success
Introduction A significant shift is underway as to how industrial software is being procured, from traditional, perpetual software ownership to subscription and cloud deployment. As digital transformation continues to accelerate, software-as-a-Service …
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The Evolution Of Customer Support And Why It’s Time To Rethink Its Role
When I was a developer in 2002, I joined a startup computer software company as a product support engineer. In this support role, my developer mindset gave me a unique …
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Six Customer Success Predictions For A New World
It is hard to argue against the fact that the business world today is substantially different than it was 18 months ago. Whether the parameters of this new, Covid-19-rewritten world …
7 best practices to master Voice of the Customer Program
The voice of the customer is a rapidly growing facet of an organization’s customer service, experience and relationship management — especially as customer communications and the desire for an immediate …
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SAAS and the power of Partners
Not all SAAS vendors and partners are born as SAAS but in fact most of them are evolving into SAAS and hence both the SAAS vendors and partners need to …
Strengthening Relationships Through Customer Success
The history of the Customer Success profession dates back to 1996, when a CRM vendor, Vantive, realized that their system had a high failure rate, an issue that certainly didn’t help their …
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How to Align Customer Service And Sales To Optimize Growth
Customer service is often considered as a post-sales activity and only reserved for customers who’ve paid for your product. This has been the case as Customer Service comes with overheads, and considered …
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Stop living in the stone ages with siloed data-driven decision making
Business entropy is almost inevitable as an organization grows. This property contributes towards enterprise complexities now more than ever due to evolving business models, rising consumer expectations, and skyrocketing technology …
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