2nd Annual SaaS Metrics Survey Results
See the full infographic here. Get the 2012 SaaS Metrics report here. Today we are announcing the results of the second annual SaaS metrics survey results. Because it’s the second year that we are doing this survey, we were able to pickup some interesting trends: SaaS Executives are Shifting Business Focus Report reveals great dissatisfaction with… (Continue reading)
Amy’s Customer Success Management Manifesto – Part 1:Responsibilities
Amy Friedman, an experienced customer success management professional on the front line speaks candidly about the role and responsibilities of a customer success manager as well as what it takes to be successful in this field.
5 Analysts on a revolution that is customer engagement
Omer Minkara says it will create 20x greater revenue growth per customer. Geoffrey Moore calls it a “fundamental revolution”. Dion Hinchcliffe refers to it as a “momentous change in business”. And, oh by the way, 88% of CEOs agree. Here is what well known analysts have to say about the consumerization of the enterprise and the era of customer… (Continue reading)
3 Strategies To Turn Customer Service Into Your New Lead Generator
Generating leads is always a main objective for marketing and probably the first idea that comes to mind for bringing in new business for your company – we’re always trying to figure out how and it’s not always the easiest. Equally as tough is retaining your existing customers; it requires as much effort to keep… (Continue reading)
5 reasons why customer centricity leads to success
Customer service shouldn’t be a department, it should be a customer centric philosophy that businesses hold close to their heart. There have been many discussions online about putting the customer first and the revenue will follow. Both the company and the customer are striving for the goal: each other’s success. You want your service to… (Continue reading)
How customer engagement can predict profits
Loved John Dillon’s (CEO of our partner Engine Yard) blog on customer engagement in Forbes! He says (amongst many other things): Why is doing a better job of customer engagement so crucial? Because it impacts customer loyalty, which directly impacts the bottom line. A landmark study published in Harvard Business Review asserted that a 5% increase… (Continue reading)
4 Benefits of Keeping Your Customer Engaged
Companies that design and deliver excellent customer experience (CX) have more engaged customers. Customer engagement is not something that happens by chance but rather an outcome of an exceptional and differentiated customer experience. There are a lot of “clone companies” out there and in this saturated market where everyone is a “me too!” service, having… (Continue reading)
The Next Big Thing in Social Enterprise: The Social Product
This is a bit of an oldie as I blogged about the Power of the Customer panel at All About The Cloud before, but a video interview from the conference just became available so I thought to pass it along. In the video I talk about the consumerization of the enterprise and the implications for… (Continue reading)
Customer Engagement Fever, It's Catching On
I read in a recent blog from Forbes that the rate of engaging customers and prospects through social media and its growth in adoption have been growing. They conducted a survey to see how people are using social media for their company and there’s been an increase from 57.5% (2011) to 76.9% (2012) for monitoring… (Continue reading)
The Future of Sales: 10 bold predictions
We had a very exciting first Social Sales meetup last Thursday! Some of my favorite people attended including Anneke Seley from Phoneworks, Gerhard Gschwandtner from Sales 2.0, our awesome host, Rob van Es, VP Sales Hearsay Social and our presenter (and rock star of the evening) Jacco van der Kooij, our speaker and VP Business… (Continue reading)
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