5 – min read Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another …
5 – min read Measuring product adoption by users is critical for SaaS and Cloud companies as this is the most telling indicator of the value
4 – min read True customer obsession is a key principle that keeps companies relevant, competitive, and growing. Without it, companies stagnate, become irrelevant, decline, and die. Amazon’s Customer
3 – min read It started in gaming – 57 out of top 100 app store games are freemiums. huge companies like Zynga, Electronic Arts and Capcom or from …
3 – min read From the earliest beginnings of the transition to the Cloud, doomsayers were predicting that either the new model would fail – because “the channel” wouldn’t …
< 1 – min read We are excited that luminaries such as Paul Greenberg, Ray Wang and Dion Hinchcliffe and big league investors such as David Skok are starting to …
2 – min read Paul Greenberg wrote a great blog this week defining Customer Engagement. I am much looking forward to his expanded paper on the topic. Basically he …
< 1 – min read Today I talked to Dave Boyce, the CEO of Fundly to hear his angle about Customer Success. Fundly is a social fund raising business which …
< 1 – min read Are you running a B2B sales or inside sales organization? Do you have a freemium or free trial in your service? Are you considering a …
< 1 – min read SaaS Best Practices and App Vendors Often I meet with SaaS companies who have a lot of goodwill but simply don’t know where to start. …
< 1 – min read 2011 was a busy year! We’ve discussed a lot of important themes which are the hottest topics for any SaaS business such as Customer Engagement, …
3 – min read Take a step back and you’ll realize user-engagement is the single most important metric in any SaaS business. In a world where customer evaluate your …
< 1 – min read Paul Stamatiou is doing a great job describing the concept of “User Retention as a Service” and from the long thread of comments, we can …
3 – min read Today I’m going to share another interview with Tracey Kaufman, VP of Customer Experience at cloud9. Tracey was watching the Totango demo and then answered …
3 – min read 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 …
3 – min read The subscription-based economy is thriving. Netflix’s well-known model (and subsequent public relations mess in changing it), and the recent announcements from Google and Apple have …
4 – min read 1. Must be a corporate wide initiative – not just a client services initiative. Without Board and CEO level visibility, buy-in and sponsorship this type …
2 – min read It is more critical than ever to make sure customers get started and find value during the first days, weeks and months after signing up …
2 – min read As promised, here is the second tip from Chris Yeh, VP Marketing of PBWorks about freemium sales models for b2b and SaaS. Knowing of the advantages …
2 – min read I’ve conducted an interview with Chris Yeh, VP Marketing from PBWorks and thought it would be interesting to share. As you know, I declared more than once …
2 – min read The research of The Customer Success Management Initiative is revealing that while many SaaS/Cloud companies are hiring individual Customer Success Managers, or even establishing entire …
