Customer Success
Customer Success
The Biggest Barrier to Customer Success Has Nothing to Do with Your Software
Implementing a customer success function can result in tremendous value for you and your customers. The only catch? Doing it successfully means teaching your customers to take on something more complicated than learning your software — changing their behavior.
by Jason Whitehead Customer Success
The 5 Essential Requirements for Top-Tier Software Service Offerings
For today's software companies, the service you provide is often just as important as your product — and unless what you're offering hits five key requirements, you're doing it wrong. Professional services veteran Ken Lownie shares the criteria for services that simplify the sales process, decrease costs, improve customer satisfaction, and increase profitability.
by Ken Lownie Customer Success
How to Develop a Cohesive Customer Success Management Strategy
Many SaaS vendors recognize the need for a Customer Success Management (CSM) function, but they struggle with knowing where to begin creating this capability. They often start with doing what they are comfortable with and already know how to do. But this won’t solve their problem. It is time for something new.
by Jason Whitehead Customer Success
Incorporating Customer Success into Your Organization
When using a freemium model, having a customer success team plays an integral part in keeping your customers happy and improving your bottom line.
by Dan Rodrigues Customer Success
The Biggest Challenge Software Companies Face this Year: Adopting a Services Mindset
Think your biggest priority is producing an incredible product? Wrong. It's delivering it to your customers along with the speed, support, and reliability of an incredible service.
by Josh Zywien Customer Success
Customer Success Management and the Critical Path to SaaS Renewals
Poor user adoption and the lack of perceived value by customers is the greatest challenge faced by SaaS vendors. Quite simply, a customer that is not using your software and not realizing measurable business value from their IT investment will not be your customer for long.
by Jason Whitehead Customer Success
Why Software Companies Need to Adopt a Services Mindset
Think your software company’s only responsibility is to build a product and sell it to the end user? Think again. Learn why you should adopt a services mindset.
by Marty Abbott and Mike Fisher Customer Success
5 Ways to Be as Customer-Centric as Amazon’s Jeff Bezos
Think customer centricity is just a business buzzword? Don’t tell that to Amazon founder and CEO Jeff Bezos, who’s made customer service and user experience the hallmarks of his iconic company.
by Josh Zywien Customer Success
What Does it Really Mean to Be a Customer-Centric Organization?
So, your company has good customer service. But does that really mean you’ve built a customer-centric organization?
by Ted Hoy