Software Customer Support

  1. Insights From Investors: SaaS KPIs And Best Practices

    Traditional financial metrics and legacy ERP systems don’t provide adequate insights into the performance and growth of SaaS businesses. That’s because these metrics and systems were created for companies selling “one-time” products and simply don’t work for a recurring revenue business model. We understand — we’ve spent the last 10 years building our subscription management platform to help SaaS businesses better manage the recurring relationships with their subscribers and streamline the entire customer life cycle.

  2. Managing New Product/Version Releases With Release Management

    Managing a new product or version release is no small feat. An important end-to-end aspect of a successful release is release management — the process of managing, planning, scheduling, and controlling a software build through various stages and environments.

  3. Usage Analytics: Solibri Applies Immediate And Actionable Usage Insights To Build Higher-Value Construction Software

    Today, construction firms are faster to recognize the benefits of innovative technology, says Solibri Product Manager Juan Rodriguez. But the far-reaching nature of Solibri’s users – professionals in multiple disciplines, on every continent – has made it hard to get timely and complete customer feedback. Solibri wanted a much better understanding of how our typical users are engaging with the software through anonymous usage data. If they created a new feature, was it successful? Has it been adopted? Why, or why not?”

  4. Top Findings From The Revulytics Product Management Survey

    We asked the product management community about software usage data. This report shows what they told us. Gartner has predicted that by 2021, 75% of software providers will rely on insights from embedded software usage analytics to inform product management decisions and measure customer health.

  5. Usage Analytics: Leading Healthcare Software Firm Applies Data-Driven Planning To Reinvigorate A 25-year-old Practice Management System

    Tens of thousands of physicians’ offices rely on this customer’s comprehensive practice management solution to handle everything from electronic prescriptions and claims to monthly business reporting. Insufficient insight into how customers currently use a 25-year old software package that has achieved wide distribution through multiple versions, leading to sub-optimal decisions based on anecdote rather than objective data

  6. Software Usage analytics Buyer’s Guide

    Software usage analytics arms product management and marketing professionals with answers and insights to crucial questions about user environments, prospect evaluation and buying cycles, product trial conversions, renewals and upgrades, feature usage, and software reliability.

  7. Best Practices Of Highly Intelligent License Compliance Managers

    Compliance managers have the daunting challenge of identifying and confronting infringers.This ebook summarizes the key lessons we’ve learned about capturing better data, making informed decisions about it, and efficiently managing the process of transforming infringing users into paying customers.

  8. Take The Guesswork Out Of Product Management - Series Part 1 of 3

    As a product management professional, you have ambitious plans for making your software application successful for your customers and for your business. But turning those plans into reality is easier said than done, especially when you lack critical insight into product runtime and customer usage patterns. Your strategic product decisions have far-reaching effects that ripple throughout the customer journey. These decisions should be based on fact — not just anecdotal evidence or gut feelings. However, if you’re like most product managers, you might not have the tools required to make informed decisions based on how customers are actually using your product. Given that 45% of product managers spend the majority of their day deciding what should go into products, this lack of insight could be standing in the way of successfully meeting customer needs.

  9. Take A Customer-Centric Approach To Product Management - Series Part 2 of 3

    Being customer-obsessed is essential to delivering successful software products and increasing satisfied customers.  Most software product managers only have access to limited data and anecdotal evidence of product use.  Information that enables you to understand user behavior and make informed decisions that support customer needs is lacking at every stage of the product development process.

  10. A Product Manager’s Guide To In-App Messaging - Series Part 3 of 3

    Leveraging anonymous usage data with contextual in-app messages is a better way to engage with your users. By delivering the right message to the right user at the right time, it can dramatically help drive adoption of key features, increase conversion rates, and retain existing customers. All across the customer lifecycle, in-app messages can deliver a better customer experience for better business results.