Customer Success/Support

  • 6 Mistakes Software Companies Make With Channel Programs
    6 Mistakes Software Companies Make With Channel Programs

    Building an indirect sales channel is not easy, and it takes time and effort to do this correctly. In building our channel at MicroBiz, here are a few lessons we learned.

  • Take The Guesswork Out Of Product Management
    Take The Guesswork Out Of Product Management

    As a product management professional, you have ambitious plans for making your software application successful for your customers and for your business. But turning those plans into reality is easier said than done, especially when you lack critical insight into product runtime and customer usage patterns. Your strategic product decisions have far-reaching effects that ripple throughout the customer journey. These decisions should be based on fact — not just anecdotal evidence or gut feelings. However, if you’re like most product managers, you might not have the tools required to make informed decisions based on how customers are actually using your product. Given that 45% of product managers spend the majority of their day deciding what should go into products, this lack of insight could be standing in the way of successfully meeting customer needs.

  • Listening To The Voice Of The Customer
    Listening To The Voice Of The Customer

    Top findings from the Revulytics Product Management Survey that looks at the importance of customer data, who is using customer data across organizations, what customer data is being most commonly used for, and what tools are most commonly used to collect customer data.

  • How Product Managers Listen To The Voice Of The Customer
    How Product Managers Listen To The Voice Of The Customer

    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 (Predicts 2018: Technology Go-to-Market). Based on this prediction, we were interested to see where things stand today and wanted to get a better sense of how Product Managers are currently using customer data and listening to the voice of the customer.

  • Deciding When To End-Of-Life A Product
    Deciding When To End-Of-Life A Product

    When can we drop support for an older version and reallocate those product development resources?

  • Datasheet: Revulytics Usage Intelligence
    Datasheet: Revulytics Usage Intelligence

    If you’re not analyzing how your users are actually engaging with your software, you’re missing valuable insight. Software usage analytics gives you powerful insight to build better products, convert trial users, and retain customers.

  • Revulytics Usage Intelligence
    Revulytics Usage Intelligence

    If you’re not analyzing how your users are actually engaging with your software, you’re missing valuable insight. Software usage analytics gives you powerful insight to build better products, convert trial users, and retain customers.

  • Assessing Your Software Application's Business Logic
    Assessing Your Software Application's Business Logic

    For users, a proper business logic is the guarantee of a clear, working application — they understand it, they like it, and want to use it. For the application owner, a proper business logic guarantees a customer will return — it’s all about customer loyalty.

  • Software Startup Founder Q&A: Winning Tier-One Customers
    Software Startup Founder Q&A: Winning Tier-One Customers

    Jeff Hong taught himself to code when he built out the first MVP for Bite, a fast-growing software company that is already winning tier-one customers in the retail and hospitality verticals.

  • 4 Quick Hits From Epson’s ISV Partner Conference
    4 Quick Hits From Epson’s ISV Partner Conference

    Epson’s annual ISV Partner Conference is geared towards ISVs in the retail and hospitality space, but the takeaways below can apply to software companies in any vertical. Here are some of the high-level themes from my two days in Phoenix networking with 70+ software companies and technology executives.

  • The 4 Key Challenges For SaaS Training
    The 4 Key Challenges For SaaS Training

    What you need to worry about when designing training for SaaS applications.

  • Six Tactics To Help Scale Customer Onboarding
    Six Tactics To Help Scale Customer Onboarding

    Excellent onboarding experiences lead to higher customer retention. First impressions count; drop the ball and you’ll find a poor experience hurting your growth.

  • What Is The Goal Of B2B SaaS Customer Onboarding?
    What Is The Goal Of B2B SaaS Customer Onboarding?

    B2B SaaS companies often follow a medium to high-touch onboarding process. For most the sole objective is getting the customer up and running with the product. We believe there should be more to it than this: we should ensure the customer is successful, not just functionally set-up.

  • Steps To Proactively Manage Your Q4 Renewal Period
    Steps To Proactively Manage Your Q4 Renewal Period

    If you are like most B2B companies, Q4 is a busy selling season, which in turn means it also becomes a big renewal period for Customer Success teams. Because so much is on the line, Q4 can be a stressful period. But, if you’re prepared for it ahead of time, you’ll have a better chance of making things work in your favor.

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