Software Customer Support

  • Adventures In Feedback: Q&A With A Trailblazer In B2B SaaS
    Adventures In Feedback: Q&A With A Trailblazer In B2B SaaS

    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.

  • Strategic Issues And Risks In Achieving Success With Customer Success
    Strategic Issues And Risks In Achieving Success With Customer Success

    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.

  • Why You Need To Stop Using Job Descriptions When Hiring Executives
    Why You Need To Stop Using Job Descriptions When Hiring Executives

    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.

  • 5 Software Business Lessons Learned From Binge Watching Silicon Valley
    5 Software Business Lessons Learned From Binge Watching Silicon Valley

    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.

  • 5 Tips On How To Re-Engage Your Customers For Better Retention
    5 Tips On How To Re-Engage Your Customers For Better Retention

    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%.

  • How Good Is Your SaaS Customer Support? 4 Essentials You Should Know
    How Good Is Your SaaS Customer Support? 4 Essentials You Should Know

    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.

  • Why Customer Success Must Be A Philosophy And Not Just A Department
    Why Customer Success Must Be A Philosophy And Not Just A Department

    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.

  • The Secret To Customer Satisfaction
    The Secret To Customer Satisfaction

    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.

  • User Adoption & The 20-Year SaaS Renewal
    User Adoption & The 20-Year SaaS Renewal

    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?

  • How To Improve Customer Success And Reduce Customer Churn In A SaaS Company
    How To Improve Customer Success And Reduce Customer Churn In A SaaS Company

    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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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.