Software Customer Support

  1. 5 Common Mistakes Customer Success Managers Make When Managing Their Day

    Think you could be getting more done? Don’t we all, but the saving time is money is especially true when you are in charge of managing your customer’s success, which ultimately drives renewal revenue.  Productivity and time management skills don’t come natural to everyone and that’s okay. The key is to identify the mistakes you’re making so you can be more efficient and better delegate your energy.

  2. How To Create A Great User Onboarding Experience That Leads To Product Adoption And Customer Success

    When you think of the reasons why churn happens, what immediately comes to mind? Perhaps product problems, loss of a key user in the account, a bad use case…  Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through. 

  3. Why Exceptional Customer Support Is Necessary For The Enterprise

    If you’re looking to enhance your client's experience and deliver exceptional customer support, there are five key aspects every organization should incorporate  to keep its users satisfied and engaged.

  4. Controlling Feature Creep

    Understanding how and when your product team is most prone to feature creep is the first step toward mitigating it. Zero in on those problem scenarios and apply the rules of thumb below as you create processes to protect your product.

  5. Using Legacy Security For Cloud-Transformation Is Not Working

    The lesson is clear:  you cannot digitally transform apps using legacy technology tools and legacy security models of the data center.

  6. 5 Ways Email Targeting Can Help Advertisers Overcome Cookie Dependence

    For companies looking to overcome their dependence on cookies, and avoid missing out on the wealth of data from Chrome (and other browser) users, here are five reasons email-based targeting is the solution.

  7. What’s Next For SaaS: 2 Trends Likely To Disrupt The Software-as-a-Service Landscape

    Major players have positioned themselves as SaaS market leaders, with names like Microsoft, Salesforce, and Oracle dominating their respective spaces. Meanwhile, many other SaaS product categories are bursting at their seams. So, should we believe that the market is already established? What, if anything, is next for SaaS?

  8. Who Is At The Center Of Your Funding Universe: Employees, Products, Or Customers?

    This customer-centric operations model will help software companies reimagine how they make strategic decisions and, thus, funding allocation decisions.

  9. Do You Really Know What’s Causing Churn?

    The customers using your software, especially those with purchasing and decision- making authority, are busy. Too busy to hop on the phone for an hour and run through a postmortem for a software solution they are no longer interested in using.

  10. 7 Steps For Dealing With SaaS Outages

    As an IT manager, what are we supposed to do when the unthinkable happens? Don’t feel helpless, don’t just throw up your hands — instead, take it on head-first and do the following.