We were recently lucky enough to spend some time with a talented team building a new B2B SaaS product within a global organization. They are an impressive bunch who are breaking into a huge market with their new product.
Many organizations are extremely internally focused when it comes to developing and delivering Customer Success (CS) services. They are casting a blind-eye towards what others are doing in CS and how this impacts both the SaaS vendors and their customers. CS is quickly evolving from relatively unknown in the industry to a competitive differentiator for those vendors that do it well. However, as the field continues to evolve and mature, it will become a required service that customers expect.
Hiring is a forward-facing activity, not backward-facing. Job descriptions tend to be like the kitchen junk drawer — they accumulate all the activities, gaps, tasks, and responsibilities that currently don’t have a home in an organization or that need a responsible owner.
Here are five lessons software companies of any size can learn from the cast of Silicon Valley. If I could have sat down with the fictional founder and CEO of Pied Piper, Richard Hendricks, when the show first aired in 2014, I would have given him a handful SoftwareBusinessGrowth.com and Software Executive magazine articles.
Customer retention is as important for a business as customer satisfaction, if not more. To put things in perspective, a researchconducted by folks over at Harvard Business School revealed that when companies improved their customer retention rates by 5%, their profits went up by 25% to 95%.
The importance of great customer support and ongoing engagement doesn’t feel like something that needs to be explained; it’s common sense. With all the options available to consumers nowadays, no business can afford to be flaky when it comes to the way they talk to their customers.
NewVoiceMedia CEO Dennis Fois recently took time to speak with Software Business Growth about his Fireside Chat at Pulse, as well as how he expects customer success to evolve, how to use data and metrics to measure and improve emotional connections with customers, and more.
It’s simply understood: When your partner is happy, chances are you feel good, too. The same holds true in the relationship between your employees and customers. Workers provide the best service when they’re satisfied and supported by their employers.
Who wouldn’t like to secure 20 years’ worth of renewals with each of their customers? Well, this is doable and, in fact, if you sell on a subscription basis, this should be your goal from the very beginning. But how do you get there?
In today's competitive market, SaaS providers fully depend on upsells, referrals, and renewals year after year. Most SaaS companies put all of their focus and effort into developing their product(s) and acquiring new customers and logos. The problem with this strategy, and why so many SaaS companies are becoming increasingly stressed about customer churn, is customer acquisition is just the beginning of a long-term service engagement with your customers.
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