ISV Editor's Desk

  1. Employee Bonus Programs: Advice From 5 Software CEOs
    11/29/2018

    I recently got an email from a reader asking if we had any content about employee bonus structures, so I reached out to a few CEOs and founders of successful software companies to see how they approach bonuses. Here’s what they had to say.

  2. Software Startup Advice: Pay Off Your Emotional (Not Technical) Debt
    11/21/2018

    A certain amount of technical debt is just part of being in business as a software startup. Companies accept it – even embrace it – and will formulate a game plan to address it down the road. But what about the emotional debt that builds up in fast-paced, tense, high-growth startup environments?

  3. 4 Quick Hits From Epson’s ISV Partner Conference
    11/14/2018

    Epson’s annual ISV Partner Conference is geared towards ISVs in the retail and hospitality space, but the takeaways below can apply to software companies in any vertical. Here are some of the high-level themes from my two days in Phoenix networking with 70+ software companies and technology executives.

  4. What You Missed At The Business of Software Conference
    10/4/2018

    The Business of Software conference and its community of attendees stays engaged year-round beyond the event. Here are some of the highlights from my three days in Boston.

  5. Takeaways From The Business Of Software Conference
    10/2/2018

    “10 percent slower and 10 percent lower quality is hard to detect, but it will kill the company in two years.” That was just one of my favorite quotes from the 2018 Business of Software conference. Read on for 7 more quick takeaways.

  6. Your Software Business Needs Raving Fans
    9/28/2018

    Software was still being shrink wrapped when Kenneth Blanchard and Sheldon Bowles published Raving Fans: A Revolutionary Approach To Customer Success in 1993. Fast forward 15 years later, and I’d still rate the time-tested theories in this book as a 10 out of 10. Here's why.

  7. Customer Support Tips For Small Software Companies
    9/18/2018

    As the company’s one and only employee, Chris Muench admits it can be tough to go from coding to support calls, and then back to coding. Interruptions for customer support are a fact of life for solo entrepreneurs, and Muench offers some sound advice for his peers at other small software companies.

  8. The 4 Question Test For Software Feature Prioritization
    9/10/2018

    If you work at a software company, chances are you’ve heard someone ask, “Wouldn’t it be cool if...?” Carl Ryden, co-founder and CEO of PrecisionLender, developed a four-question test for himself to answer that.

  9. 3 Software CEOs Share Advice On Customer Support Operations
    9/7/2018

    It’s important to keep close tabs on your support operation. Don’t take my word for it – ProfitWell’s Support Benchmarks show 15 percent better retention rates for companies perceived to have good customer support. Here are three software CEOs explaining why they care about customer support, why it matters to their customers, and how they measure its effectiveness.

  10. Don’t Expose Your Software Customers To Your Org Chart
    8/17/2018

    We’ve all been there: angrily on hold with some service provider wondering why it’s so complicated to get answers to our seemingly simple questions. For me, this most recently happened after calling Marriott Rewards to troubleshoot a glitch that was preventing me from booking a hotel room with my points. Anyone who has tried to call their cable company or insurance company can likely relate. While I was wasting time on the phone I couldn’t help but wonder what kind of customer service metrics they use to track that kind of interaction. Surely the excessive amount of time I was spending on that call wouldn’t meet the standard.