The Customer Success function has made its way into almost every other SaaS company, working its way up and carving its foothold on revenue. The new business model shows the growing importance of the Customer Success function and its ability to impact revenue from existing customer base. For the Customer Success team to fulfill their… (Continue reading)
Join us at Good to Great a free virtual event powered by Marketing Nation, that’s an online conference that connects you to a network of ideas, technologies and integrated solutions on Wednesday November 14 from 8am-2pm PST. Our team will be manning our virtual booth and answering any questions you may have, like: What’s the… (Continue reading)
For your convenience, please find below my presentation from SaaS University in Boston this year. From the level of discussion and the attendance, it’s clear that the SaaS market matures at rapid pace. Hard to believe how many new Customer Success Managers and VPs attend the show. We as a SaaS community are on to… (Continue reading)
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)
Userman and Usergirl, defenders of end user value are coming to the Dreamforce conference! Their motto: When users succeed first, business success will follow! Userman and Usergirl will roam the show floor at Dreamforce and will have just 3 questions for all SaaS vendors exhibiting: What value does your service deliver to end users? How do… (Continue reading)
Guy Nirpaz, Co-founder and CEO of Totango talks about how to craft successful user onboarding flows and gives five tips to user onboarding learnt from working with many successful internet and software companies.
Amy Friedman, an experienced customer success management professional on the front line speaks candidly about the challenges and solutions of a customer success manager as well as what it takes to be successful in this field.
Ours and our customers’ inboxes are getting smarter and knowing when to redirect annoying emails to our spam filter. Don’t be disheartened when email open rates aren’t up to par with what you’re expecting but definitely make a conscious effort to reinvigorate your strategies! Some stats from Return Path ‘s “Global Email Deliverability Benchmark” report showed:… (Continue reading)
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)
Mobile app developers have been looking to recreate a similar level of accomplishment as Instagram has. For many the process starts with A/B testing to tune their mobile app to their users’ preferences and identifying their in-app behaviors. At the “Monetizing Your Mobile Apps: Real Time Testing & Tuning” meetup, I shared the importance of leveraging… (Continue reading)