Software Customer Support

  1. The State Of Customer Success 10/1/2019

    Several years ago, there had been initial questions and debate about longevity of customer success initiatives and organizations, but the evidence of organizational representation and the cavernous gap of demand versus existing supply of resources in the market are stark evidence points that show customer success is thriving and here to stay.

  2. The Balancing Act Of Managing Customer Churn 10/1/2019

    A SaaS cofounder shares five practical tips for reaching the holy grail of growth.

  3. 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. 

  4. 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. 

  5. 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.

  6. 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.

  7. 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.

  8. 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.

  9. 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.

  10. 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.