ISV Editor's Desk

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

    The Business of Software conference – and the community of attendees that stays engaged year-round beyond the event – provided a long list of takeaways for everyone fortunate enough to attend. Here are some of the high-level themes I took away from my three days in Boston earlier this month.

  2. 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.

  3. 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.

  4. 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.

  5. 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, used to ask himself the same thing. So he developed a test for himself, using these four questions.

  6. 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.

  7. 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.

  8. Why Every POS ISV Should Read “Built To Last”
    8/2/2018

    One of my favorite quotes from the legendary business book “Built To Last” by Jim Collins and Jerry Porras is: “All products, services, and great ideas, no matter how visionary, eventually become obsolete. But a visionary company does not necessarily become obsolete, not if it has the organizational ability to continually change and evolve beyond existing product life cycles." If you work in the software space, I’m sure you can relate. That’s why Built To Last is a must-read for anyone serious about building a sustainable, profitable software company.

  9. Pragmatic Advice For Financing The Growth Of A Software Business
    7/6/2018

    Erik Matlick, CEO of NYC-based marketing data software company Bombora, shares his insights on financing growth from his experience helping multiple software ventures get off the ground. Matlick, who is also an investor himself, has a pragmatic, calculated perspective on raising money – one that is a far cry from the cash grab strategy often hailed in Silicon Valley. 

  10. The Reality Of Selling Your Software Business Is Harder Than It Seems
    6/14/2018

    My inbox is bombarded with a daily stream of news about tech acquisitions. I know the mainstream tech media is obligated to cover the biggest of the big deals, but to me the headlines about billion dollar exits aren’t painting an accurate picture of just how difficult it can be to sell your software company.