5 questions to consider: The Power of Customer Retention (infographic)
Really cool infographic from Kapow though I think it shouldn’t be a debate of which is better: retaining current customers or acquiring new ones. It should be more like realizing the value of existing customers and how much revenue they account for, while continuing to expand the new customer base. They do raise some important… (Continue reading)
Guest Blog: The Transition from Account Management to Customer Success Management
Since its founding in 2007, Ooyala has been focused on pursuing products and strategies that deliver enhanced customer and market value. We have always been passionate about serving our customers. Customer Service is not just a department but an attitude that we promote throughout the company. Recently we took yet another step in this direction… (Continue reading)
6 Surefire Tips to Retain & Grow Customers
Just a short while ago, I was co-presenting a webinar with J.D Peterson, VP Product Marketing of Zendesk. In the webinar I gave 3 tips on how we accelerate revenue throughout the customer lifecycle and how to drive conversion from free to paid users, grow the lifetime value of the existing customers & boost retention!… (Continue reading)
Five Tips to Customer Love
When you’re in the Software-as-a-Service (SaaS) business, you should think of how to attract your users to your application in a way they’d be more successful due to it and therefore happier. If you think about selling, chances are it won’t going to happen… especially when your sales model contains a trial period or freemium,… (Continue reading)
Your Customers Success is Your Own Success
In today video post, Tracey Kaufman, VP of Customer Experience for Cloud9, speaks about how a business should aspire to its customer’s success in order to become successful itself. I agree with that saying. Furthermore, I think that if a business is constantly supplying an added value to its customers and focusing on the quality… (Continue reading)
The Top 10 Things We Have Learned about Client Retention
In my last “Top 10″ series for this week, I chose to review another Jeff Bennet’s article: Top 10 Things We Have Learned about Client Retention. Client retention is a critical component to any organization, especially for subscription based revenue model organizations. I agree with Jeff that reducing churn is not only the concern of your… (Continue reading)
How NOT to Sell in SaaS and Increase Paid Conversions
So you have a product! you’ve worked so hard on making it the way you want (iteratively of course) and now you want to sell it – so how do you do that? The answer, as strange as it might sound, is that you don’t! As I wrote in my previous post, two very common… (Continue reading)
Customer Engagement is Key for SaaS
Customer Engagement is key for software-as-a-Service business. A recent post by David Skok explains how and why to measure customer engagement. If you are a SaaS executive and haven’t read it yet, read this first. In this post I’d like to elaborate in what areas customer engagement is critical for SaaS business success. Balancing Customer… (Continue reading)
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