Customer Success/Support

  • Tech Leaders Talk National Cybersecurity Awareness Month
    Tech Leaders Talk National Cybersecurity Awareness Month

    In honor of celebrating the 16th annual National Cybersecurity Awareness Month, leading tech industry experts have provided the comments below showcasing the importance of this holiday.

  • 3 Reasons To Accept Your Next Customer Conference Invite
    3 Reasons To Accept Your Next Customer Conference Invite

    Vendor user conferences are typically designed to celebrate customers and further educate attendees on a solution or suite of products. But, with a designated time to exchange stories and ideas in person, these events also can generate massive value for channel partners.

  • How To Innovate Technology That Anticipates Customers’ Needs
    How To Innovate Technology That Anticipates Customers’ Needs

    Competition in every industry will always be fierce. Not only will existing competitors continue to launch new variations of solutions, but also new entrants may shake up your industry with market-disrupting business models.

  • How To Turn Free Software Trials Into Sales
    How To Turn Free Software Trials Into Sales

    How do you get people to give your software a try? Maybe you require a person-to-person online demo. Or perhaps you let them download a free "trial version” of your software (with a few features omitted). No matter how you get them to give your product a try, the rubber meets the road when you ask them to actually open up their wallets and buy. What's the best time to ask for the money?

  • Secrets To Software Adoption: Tips For Helping Customers Maximize ROI In Your Product
    Secrets To Software Adoption: Tips For Helping Customers Maximize ROI In Your Product

    As a software vendor, you may think that your primary objective is to sell software. But, for sustainable, long-term business growth, you must go beyond the sale to become a true partner in your customers’ success. Here’s how.

  • The State Of Customer Success
    The State Of Customer Success

    Several years ago, there had been initial questions and debate about longevity of customer success initiatives and organizations, but the evidence of organizational representation and the cavernous gap of demand versus existing supply of resources in the market are stark evidence points that show customer success is thriving and here to stay.

  • The Balancing Act Of Managing Customer Churn
    The Balancing Act Of Managing Customer Churn

    A SaaS cofounder shares five practical tips for reaching the holy grail of growth.

  • CSM Confidential – Part 2: Dealing With Internal Challenges
    CSM Confidential – Part 2: Dealing With Internal Challenges

    Being a Customer Success Manager is difficult enough.  Based upon the premise that customer support should be more proactive than reactive, the value of CS cannot be understated. Between responsibilities like onboarding, advocacy, upsells and renewals, Customer Success Managers (CSMs) have cemented themselves as drivers of corporate growth. 

  • CSM Confidential – Part 1: Difficult Customer Conversations
    CSM Confidential – Part 1: Difficult Customer Conversations

    Being a Customer Success Manager is difficult enough.  Based upon the premise that customer support should be more proactive than reactive, the value of Customer Success cannot be understated. Between responsibilities like onboarding, advocacy, upsells and renewals, Customer Success Managers (CSMs) have cemented themselves as drivers of corporate growth. 

  • 5 Tips On Navigating Slow Sales Periods
    5 Tips On Navigating Slow Sales Periods

    Exago CEO Mike Brody and his Director of Sales, Bill Piacitelli, have over fifty years of management experience between them. I sat down to learn their strategies for navigating sales slowdowns and came away with five pieces of advice worth their weight in signed contracts.

  • 5 Key Takeaways From RetailNOW 2019
    5 Key Takeaways From RetailNOW 2019

    The RSPA's (Retail Solutions Providers Association's) annual RetailNOW event took place recently in San Antonio, TX at the Henry B. Gonzalez Convention Center. If you didn’t make it to this year’s event — or perhaps you’re not familiar with the RSPA — here are five key takeaways.

  • How To Measure Your Software Delivery Pipeline
    How To Measure Your Software Delivery Pipeline

    Software leaders ahead of the curve are using data analytics to create an optimal development environment for their teams. The revolution is happening. If you are not yet improving your team by utilizing data, then you are falling behind.

  • The Critical Elements Of A Good Partnership
    The Critical Elements Of A Good Partnership

    Partnerships are just that: partnerships. Sounds trite, but in my past experience, many organizations forget the fundamentals of good partnerships and by extension good partner programs. Large, public companies have been built on the backs of strong partner programs, so it’s good to take a critical look at what they are composed of.

  • How To Navigate The Changing MSP Landscape
    How To Navigate The Changing MSP Landscape

    With the exponential rate of innovation and new technologies emerging almost daily, it’s a challenge for Managed Service Providers (MSPs) to stay on top and stay relevant.

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