Customer Success/Support

  • Harnessing Centers Of Influence: A Targeted Growth Strategy
    Harnessing Centers Of Influence: A Targeted Growth Strategy

    They are the people who are most important to your company’s success and on-going growth. Their well-honed interpersonal skills, nuanced business acumen, and targeted enthusiasm allow them to catapult you far ahead of your closest competitors. And yet, if you are like most software company leaders you don’t really know who these people are.

  • Customer Success Starts With Customer Onboarding
    Customer Success Starts With Customer Onboarding

    Whether you are a platform, product, services, marketplace or similar business, chances are you will be operating on the Customer Success model. Part of this model is Customer Onboarding.

  • Advice For Marketing IT Services & Solutions To Retailers
    Advice For Marketing IT Services & Solutions To Retailers

    Jamie Gray is Director, Marketing for LOC Software where he is responsible for planning, developing, and implementing branding strategies for North & Latin America. LOC Software delivers solutions designed to allow more frequent, profitable, and manageable transactions. Jamie took time to talk with VARinsights.com about how to – and how not to – market in retail, channel partners, retail trends, and more.

  • Establishing Strong Relationships Is The Key To Winning RFPs
    Establishing Strong Relationships Is The Key To Winning RFPs

    For many sales executives, the thought of going through a lengthy request for proposal (RFP) process can be daunting. Any edge you can find that will give you an advantage, even the smallest advantage, is worth pursuing. It’s a cutthroat business where only the strong will survive.

  • Acquisitions The Right Way: ECi Shares The Secrets To Its Success
    Acquisitions The Right Way: ECi Shares The Secrets To Its Success

    Ron Books, president and CEO at ECi Software Solutions, has been integral in helping the company become a global enterprise that does north of $200M in annual revenue. A big part of what fueled ECi’s growth was acquisitions, including the September 2018 acquisition of Vineyardsoft Corporation. Ron took time recently to speak with Software Business Growth about this acquisition, processes for onboarding new employees, and more.

  • SaaS Sales Automation Is A Very Expensive Failure
    SaaS Sales Automation Is A Very Expensive Failure

    Fewer SaaS reps are making quota. Published sources credibly report over 50 percent of reps do not make quota at all. Sales automation cannot overcome fundamental market changes. Why?

  • How TechSmith Improves Products And User Experience While Growing Sales Via More Trial Conversions, Upgrades, Renewals, And Cross-Selling
    How TechSmith Improves Products And User Experience While Growing Sales Via More Trial Conversions, Upgrades, Renewals, And Cross-Selling

    TechSmith regularly surveyed customers, but wanted to augment that data with comprehensive quantitative insight into product usage. Its own data collection system contained no reporting or analytics, frustrating product teams and the technical professionals tasked with operating and maintaining it. “Whenever we had a question our product teams had to ask a developer to stop work and write an SQL query," a strategy lead explained. Here's how TechSmith uses Revulytics to solve this challenge (and others).

  • Where Customer Success and Customer Experience Converge To Increase SaaS Success
    Where Customer Success and Customer Experience Converge To Increase SaaS Success

    There is a constant debate about CX. Who should be responsible for the Customer Experience? Some see CX as synonymous with the customer journey, and often under the jurisdiction of Marketing, while others think it belongs with Customer Success, and should be the underlying goal of all business functions.

  • Insights From Investors: SaaS KPIs And Best Practices
    Insights From Investors: SaaS KPIs And Best Practices

    Traditional financial metrics and legacy ERP systems don’t provide adequate insights into the performance and growth of SaaS businesses. That’s because these metrics and systems were created for companies selling “one-time” products and simply don’t work for a recurring revenue business model. We understand — we’ve spent the last 10 years building our subscription management platform to help SaaS businesses better manage the recurring relationships with their subscribers and streamline the entire customer life cycle.

  • Managing New Product/Version Releases With Release Management
    Managing New Product/Version Releases With Release Management

    Managing a new product or version release is no small feat. An important end-to-end aspect of a successful release is release management — the process of managing, planning, scheduling, and controlling a software build through various stages and environments.

  • Usage Analytics: Solibri Applies Immediate And Actionable Usage Insights To Build Higher-Value Construction Software
    Usage Analytics: Solibri Applies Immediate And Actionable Usage Insights To Build Higher-Value Construction Software

    Today, construction firms are faster to recognize the benefits of innovative technology, says Solibri Product Manager Juan Rodriguez. But the far-reaching nature of Solibri’s users – professionals in multiple disciplines, on every continent – has made it hard to get timely and complete customer feedback. Solibri wanted a much better understanding of how our typical users are engaging with the software through anonymous usage data. If they created a new feature, was it successful? Has it been adopted? Why, or why not?”

  • Top Findings From The Revulytics Product Management Survey
    Top Findings From The Revulytics Product Management Survey

    We asked the product management community about software usage data. This report shows what they told us. Gartner has predicted that by 2021, 75% of software providers will rely on insights from embedded software usage analytics to inform product management decisions and measure customer health.

  • Usage Analytics: Leading Healthcare Software Firm Applies Data-Driven Planning To Reinvigorate A 25-year-old Practice Management System
    Usage Analytics: Leading Healthcare Software Firm Applies Data-Driven Planning To Reinvigorate A 25-year-old Practice Management System

    Tens of thousands of physicians’ offices rely on this customer’s comprehensive practice management solution to handle everything from electronic prescriptions and claims to monthly business reporting. Insufficient insight into how customers currently use a 25-year old software package that has achieved wide distribution through multiple versions, leading to sub-optimal decisions based on anecdote rather than objective data

  • Software Usage analytics Buyer’s Guide
    Software Usage analytics Buyer’s Guide

    Software usage analytics arms product management and marketing professionals with answers and insights to crucial questions about user environments, prospect evaluation and buying cycles, product trial conversions, renewals and upgrades, feature usage, and software reliability.

  • Best Practices Of Highly Intelligent License Compliance Managers
    Best Practices Of Highly Intelligent License Compliance Managers

    Compliance managers have the daunting challenge of identifying and confronting infringers.This ebook summarizes the key lessons we’ve learned about capturing better data, making informed decisions about it, and efficiently managing the process of transforming infringing users into paying customers.

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SoftwareBusinessGrowth.com seeks to inform and advise the software community on the best opportunities for business success, where developing killer code simply isn’t enough. At SoftwareBusinessGrowth.com, software companies learn the management, sales, marketing, HR, operations, support, finance, customer success, product, and partner development strategies that will take their solutions out of the testing and into the hands of more users. Through a daily stream of news and exclusive insight served up by winners in the software community, our multimedia newsletter, webinar, event, and site content helps readers build value for their software businesses.