Software Customer Support

  1. CSM Confidential – Part 2: Dealing With Internal Challenges
    9/27/2019

    Being a Customer Success Manager is difficult enough.  Based upon the premise that customer support should be more proactive than reactive, the value of CS cannot be understated. Between responsibilities like onboarding, advocacy, upsells and renewals, Customer Success Managers (CSMs) have cemented themselves as drivers of corporate growth. 

  2. CSM Confidential – Part 1: Difficult Customer Conversations
    9/27/2019

    Being a Customer Success Manager is difficult enough.  Based upon the premise that customer support should be more proactive than reactive, the value of Customer Success cannot be understated. Between responsibilities like onboarding, advocacy, upsells and renewals, Customer Success Managers (CSMs) have cemented themselves as drivers of corporate growth. 

  3. 5 Tips On Navigating Slow Sales Periods
    9/18/2019

    Exago CEO Mike Brody and his Director of Sales, Bill Piacitelli, have over fifty years of management experience between them. I sat down to learn their strategies for navigating sales slowdowns and came away with five pieces of advice worth their weight in signed contracts.

  4. 5 Key Takeaways From RetailNOW 2019
    9/13/2019

    The RSPA's (Retail Solutions Providers Association's) annual RetailNOW event took place recently in San Antonio, TX at the Henry B. Gonzalez Convention Center. If you didn’t make it to this year’s event — or perhaps you’re not familiar with the RSPA — here are five key takeaways.

  5. How To Measure Your Software Delivery Pipeline
    9/9/2019

    Software leaders ahead of the curve are using data analytics to create an optimal development environment for their teams. The revolution is happening. If you are not yet improving your team by utilizing data, then you are falling behind.

  6. The Critical Elements Of A Good Partnership
    9/9/2019

    Partnerships are just that: partnerships. Sounds trite, but in my past experience, many organizations forget the fundamentals of good partnerships and by extension good partner programs. Large, public companies have been built on the backs of strong partner programs, so it’s good to take a critical look at what they are composed of.

  7. How To Navigate The Changing MSP Landscape
    9/9/2019

    With the exponential rate of innovation and new technologies emerging almost daily, it’s a challenge for Managed Service Providers (MSPs) to stay on top and stay relevant.

  8. Talent Strategy: Why Your Company Is Only As Strong As The Talent It Retains
    9/3/2019

    It’s typical for a software company to spend significant focus on research and development and getting its product to market. But the importance of attracting the right talent should never be overlooked.

  9. How To Build And Sustain Trust With Customers
    8/28/2019

    Software executives across industries have vastly divergent viewpoints, challenges and visions for their companies. However, they do share a common priority that can be summed up in this way: If you really want to grow your business, existing and prospective customers must trust you, trust your product and/or trust your company.

  10. 6 Customer Retention Strategies That Keep Customers Coming Back
    8/26/2019

    If you want your business to be successful in the long run, it pays to give priority to customer retention. Landing a customer who will pay for life is like hitting the jackpot. After all, it takes five times more effort to land a new customer than to retain an old one. But loyal customers don’t just appear out of thin air. It takes a lot of time and effort to do so. So, let’s take a look at the best customer retention strategies that can help you hold on to your most-prized assets.