Software Customer Support

  • Scaling Customer Feedback
    Scaling Customer Feedback

    Receptive CEO, Hannah Chaplin, recently spoke with Chartmogul’s Ed Shelley about scaling customer feedback.

  • What You Missed At The Business of Software Conference
    What You Missed At The Business of Software Conference

    The Business of Software conference – and the community of attendees that stays engaged year-round beyond the event – provided a long list of takeaways for everyone fortunate enough to attend. Here are some of the high-level themes I took away from my three days in Boston earlier this month.

  • Methods To Scale Your Onboarding Process
    Methods To Scale Your Onboarding Process

    It is widely accepted that successful customer onboarding is essential to user adoption, and user adoption is foundational to driving long-term revenue. In fact, David Skok cites “failure to properly onboard” as one of the two key reasons customers don’t successfully adopt and eventually churn.

  • Your Software Business Needs Raving Fans
    Your Software Business Needs Raving Fans

    Software was still being shrink wrapped when Kenneth Blanchard and Sheldon Bowles published Raving Fans: A Revolutionary Approach To Customer Success in 1993. Fast forward 15 years later, and I’d still rate the time-tested theories in this book as a 10 out of 10. Here's why.

  • Balancing ISV And Vendor Customer Support
    Balancing ISV And Vendor Customer Support

    Delivering a positive customer support experience is a must for any business looking to keep customers for the long term. For POS ISVs who maintain relationships with multiple hardware vendors, this can get tricky because it requires tight coordination with the partners.

  • Customer Support Tips For Small Software Companies
    Customer Support Tips For Small Software Companies

    As the company’s one and only employee, Chris Muench admits it can be tough to go from coding to support calls, and then back to coding. Interruptions for customer support are a fact of life for solo entrepreneurs, and Muench offers some sound advice for his peers at other small software companies.

  • The 4 Question Test For Software Feature Prioritization
    The 4 Question Test For Software Feature Prioritization

    If you work at a software company, chances are you’ve heard someone ask, “Wouldn’t it be cool if...?” Carl Ryden, co-founder and CEO of PrecisionLender, used to ask himself the same thing. So he developed a test for himself, using these four questions.

  • 3 Software CEOs Share Advice On Customer Support Operations
    3 Software CEOs Share Advice On Customer Support Operations

    It’s important to keep close tabs on your support operation. Don’t take my word for it – ProfitWell’s Support Benchmarks show 15 percent better retention rates for companies perceived to have good customer support. Here are three software CEOs explaining why they care about customer support, why it matters to their customers, and how they measure its effectiveness.

  • Balancing ISV And Vendor Customer Support
    Balancing ISV And Vendor Customer Support

    Know what makes a new customer want to stay with you? Hint – it’s not the software.

  • When To Tier Your Customers
    When To Tier Your Customers

    Think about the last interaction you had with a service provider. Whether it was a livechat agent or a first-class flight attendant, your lasting impression of that interaction was primarily shaped by expectations around the level of service you would receive. The same is true of the relationship your Customer Success Managers have with customers.

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