Software Customer Support

  1. Exploring The State Of Customer Retention Survey

    Customer retention is imperative to building a business model that drives sustainable growth. But there’s relatively little documented or developed best practices to follow.

  2. The Write Stuff: Using Software Analytics To Educate Customers

    There’s nothing like the power of the pen. Or, in the digital era, there might be nothing as convincing as words created by computer pixels. For software companies, the influence of words lies in the content created to educate customers on how to make the most of their products.

  3. 4 Best Practices That Make — Or Break — Your Employee Referral Program
  4. Closing The IT Skills Gap: A Bridge (Not) Too Far

    Bridging the gap between legacy and modern-day skillsets is more attainable than you might think. But first, your organization must be willing to embrace a culture of change.

  5. How To Move Aging Architecture And Applications To The Cloud

    Got aging an application that doesn’t sit on the cloud but still has business value? When you finally decide it’s time to move it, the right strategic plan can deliver additional benefits for users.

  6. Avoiding Legacy System Architecture Traps

    Legacy systems are more than just old software — any technology can earn that label from release day. Software architects are vulnerable to certain pressures and biases. Here’s how to avoid trapping your company or customers with problematic systems by making better architecture decisions.

  7. The Right Way To Calculate 3 Critical SaaS KPIs

    Data Talks is Exago's podcast on all-things business intelligence, analytics, and application software. Did you know there are 43 different ways to calculate churn? This month, we get some much-needed guidance from CloudKPI co-founder Maeve Kneafsey on counting customers, measuring churn, and calculating customer acquisition cost (CAC) — it’s not as straightforward as it sounds. Should you count customers by contract, for example, or by logo? Should you keep your eye on both counts, and if so, to what end? We explore these and other nuances around summarizing SaaS performance.

  8. 3 Key Ingredients For Channel Marketing Success

    Just because you build an awesome partner program with super cool channel marketing tools, it doesn’t mean your partners will be running out of the corn fields to use them.

  9. How To Make Quality A Priority In An Agile World

    It is now harder than ever to deliver quality experiences, and it’s not just because Agile teams are primarily focused on speed.

  10. Building An Effective Sales Organization

    Posting ads on job boards and using tools like LinkedIn are a great start; however, referrals are typically the best way to ensure you bring the right people into your organization. Whether you’re attending chamber of commerce events or industry tradeshows, pay attention to individuals that standout.