Customer Success/Support

  • Avoiding Legacy System Architecture Traps
    Avoiding Legacy System Architecture Traps

    Legacy systems are more than just old software — any technology can earn that label from release day. Software architects are vulnerable to certain pressures and biases. Here’s how to avoid trapping your company or customers with problematic systems by making better architecture decisions.

  • The Right Way To Calculate 3 Critical SaaS KPIs
    The Right Way To Calculate 3 Critical SaaS KPIs

    Data Talks is Exago's podcast on all-things business intelligence, analytics, and application software. Did you know there are 43 different ways to calculate churn? This month, we get some much-needed guidance from CloudKPI co-founder Maeve Kneafsey on counting customers, measuring churn, and calculating customer acquisition cost (CAC) — it’s not as straightforward as it sounds. Should you count customers by contract, for example, or by logo? Should you keep your eye on both counts, and if so, to what end? We explore these and other nuances around summarizing SaaS performance.

  • 3 Key Ingredients For Channel Marketing Success
    3 Key Ingredients For Channel Marketing Success

    Just because you build an awesome partner program with super cool channel marketing tools, it doesn’t mean your partners will be running out of the corn fields to use them.

  • How To Make Quality A Priority In An Agile World
    How To Make Quality A Priority In An Agile World

    It is now harder than ever to deliver quality experiences, and it’s not just because Agile teams are primarily focused on speed.

  • Building An Effective Sales Organization
    Building An Effective Sales Organization

    Posting ads on job boards and using tools like LinkedIn are a great start; however, referrals are typically the best way to ensure you bring the right people into your organization. Whether you’re attending chamber of commerce events or industry tradeshows, pay attention to individuals that standout.

  • 3 Mistakes To Avoid When Tracking Churn
    3 Mistakes To Avoid When Tracking Churn

    Regardless of your particular methodology in calculating churn, there are best practices you can (and should) be following to benefit from the results. Following are three mistakes SaaS companies need to avoid as they set about tracking their churn.

  • An ISV’s Guide To Acting On Customer Feedback
    An ISV’s Guide To Acting On Customer Feedback

    Six data-collecting tactics to help you listen to your customers, plus best practices for acting on what they say.

  • Keep The Revenue Your Company Worked So Hard To Earn
    Keep The Revenue Your Company Worked So Hard To Earn

    If you follow the path customers naturally take, not the one you outline, the result will drive customer adoption, loyalty, and expanded product use.

  • The Big Bold Future Of SaaS Growth Is Customer Success
    The Big Bold Future Of SaaS Growth Is Customer Success

    Very few SaaS vendors have figured out how to solve the root-cause problem: how to get customers to drive effective user adoption and use technology to create value.

  • How To Recruit For Your Centers Of Influence
    How To Recruit For Your Centers Of Influence

    Building your COI program means harnessing the skills and motivations of people who will enthusiastically build the strength and reputation of you, your company, your product, and your brand. The good news is COI programs yield immediate- and long-term business results because the focus is on each influencer’s unique ability to help you meet your growth goals.

  • Succeeding In Customer Success: Relationships Built To Last
    Succeeding In Customer Success: Relationships Built To Last

    Customer Success. If you’re in B2B/SaaS, you’ve surely heard the term and how it differs from Customer Support as a business function. For the uninitiated – Customer Success is the long-term (vs. short-term/transactional) effort of managing customer relationships while continuing to provide value. By making your customers as successful as possible, your customers’ lifetime value (CLTV) to the company increases, resulting in stable growth.

  • The Exponential Power Of A Hybrid Sales Channel
    The Exponential Power Of A Hybrid Sales Channel

    Sales reps fear losing control of their accounts. As a result, they miss out on a huge opportunity to ignite growth by gaining the scale and reach offered by the channel.

  • Q&A: Perspectives From Channel Partners And Customers On Secure Wi-Fi
    Q&A: Perspectives From Channel Partners And Customers On Secure Wi-Fi

    If you’re not already familiar, “Get to Know Your Customer Day” is observed annually on the third Thursday of each quarter. It’s an opportunity to reach out to your business’s patrons and get to know them a little better. To mark this week’s celebration, we’ve done just that!

  • 6 Partner Marketing Trends To Be Excited About In 2019
    6 Partner Marketing Trends To Be Excited About In 2019

    The internet has achieved many things in the business world over what historically amounts to a very small period of time, and all fundamentally through its ability to connect. Consequently, the world of partner marketing has seen its opportunities increase exponentially. At any time, from anywhere, you can reach out to anyone in the world. And as culture changes, new technologies arrive, and existing technologies mature, partner marketing only stands to grow further as we advance through 2019 — but what specifically should you anticipate experiencing by the time 2020 arrives? Let’s take a look at 6 partner marketing trends that should prove exciting this year:

  • Why It's Crucial To Get Your Partner Onboarding Process Just Right

    Your partners are flooded with options from other vendors, which means it’s up to you to show them why they should go with you. This is where your onboarding process can really make a difference. It’s the perfect time to show new partners your value and highlight why they should stick around.

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